Deck 8: Managing Quality

Question 1

The number of defects in a product would be used to measure the:

A)Reliability of the process
B)Conformance quality of the process
C)Repeatability of the process
D)Performance quality of the process

Answer 1

B

Question 2

Which of the following is NOT part of the quality trilogy that Juran advocates?

A)Planning
B)Operations
C)Control
D)Improvement

Answer 2

B

Question 3

Which of the quality gurus advocated that organizations should drive out fear from the employees?

A)Deming
B)Juran
C)Crosby
D)Ishikawa
E)Taguchi

Answer 3

A

Question 4

The five initiatives implemented by Motorola for achieving customer satisfaction include all of the following EXCEPT:

A)Reduce total cycle time in all activities
B)Improve profitability
C)Provide a creative and cooperative workplace
D)Produce products and services to a six-sigma standard
E)Reduce defects to no more than 5 defects per million actions

Question 5

Quality of design:

A)Is one of the four decision areas of engineering
B)Is determined before production by a cross-functional product design team
C)Means a product has high reliability,maintainability,and availability
D)Is the prime responsibility of production

Question 6

Costs of inspectors,testing,testing equipment,and labs are examples of:

A)Prevention costs
B)Appraisal costs
C)Internal failure costs
D)External failure costs
E)Improvement costs

Question 7

SERVQUAL is measured by:

A)Reliability,Tangibles,Assurance,Empathy,and Conformance Quality
B)Performance Quality,Tangibles,Responsiveness,Reliability,and Assurance
C)Responsiveness,Tangibles,Empathy,Assurance,and Reliability
D)Reliability,Tangibles,Responsiveness,Empathy,and Conformance Quality

Question 8

A production center is available for 8 hours a day in a factory.It is comprised of several rotary parts,and the worker operating it is required to lubricate these rotary parts regularly each day.It takes 2 hours to remove these parts from the production center,lubricate them,and re-assemble them.The production center is not available for production during these times.The availability of the production center is:

A)50%
B)75%
C)40%
D)25%
E)Cannot be computed with the given information

Question 9

Mean time between failure:

A)Is used to measure a product's reliability
B)Is used to measure a product's maintainability
C)Is used to measure a product's maintainability and availability
D)Is a measure of up time/(up time + down time)

Question 10

The Baldrige Award criteria emphasize all of the following EXCEPT:

A)Strategic planning
B)Process management
C)Customer focus
D)Zero defects

Question 11

If an organization were having difficulty trying to get customers' opinions into the definition of quality,which of the following approaches would be most suitable?

A)TQM
B)ISO 9000 certification
C)Quality Function Deployment
D)Six-Sigma

Question 12

The quality cycle:

A)Begins with defining customer needs
B)Is stated as tolerances or minimum and maximum acceptable limits
C)Applies primarily to manufacturing organizations
D)Produces control points and inspection techniques

Question 13

Which of the following is the most important criterion (highest number of points)of the Malcolm Baldrige National Quality Award?

A)Process management
B)Measurement,analysis,and knowledge management
C)Results
D)Customer focus
E)Leadership

Question 14

The reasons for failure of quality improvement efforts include:

A)Managers continue to focus on short-term financial results
B)Managers instinctively blame employees when there is a quality failure
C)Managers interfere with true teamwork
D)a and b
E)a,b,and c

Question 15

Which of the following is incorrect about the philosophies advocated by Joseph Juran?

A)Juran originated the idea of the quality trilogy
B)Juran stressed the use of statistical methods to control quality
C)Juran believed that planning is an important part of quality improvement
D)Juran stressed the need to cease the dependence on inspection
E)None of the above

Question 16

A product's conformance to specifications:

A)Is in response to customers' needs
B)Determines sales price to the customer
C)Is defined as continuity of service to the customer
D)Is independent of the quality of design

Question 17

________ is a combination of reliability and maintainability.

A)Field service
B)Availability
C)Quality of conformance
D)Warranty
E)Mean time to repair

Question 18

Which of the following is incorrect about the cost of quality?

A)Cost of quality is actually the cost of poor quality
B)Increasing prevention cost increases appraisal,internal and external failure costs
C)Training cost is an example of prevention cost
D)Warranty is an example of external failure cost
E)Both b and d

Question 19

Which of the following is NOT part of Deming's 14 points?

A)Cease dependence on mass inspection
B)Create constancy of purpose
C)All employees should have on the job training
D)Exhort the workers to improve the quality system

Question 20

The six-step quality cycle approach includes all of the following EXCEPT:

A)Set quality standards
B)Define quality attributes on the basis of customer needs
C)Find and correct causes of poor quality
D)Reward employees for quality improvement
E)Decide how to measure each attribute

Question 21

ISO 9000 does not provide a complete quality system because it does not address competitive strategy,information systems,and business results.

Question 22

The categories for the Baldrige Award include:

A)Manufacturing companies
B)Small businesses
C)Healthcare organizations
D)All of the above

Question 23

SERVQUAL is widely used in practice to measure manufacturing operations such as production and assembling processes.

Question 24

Appraisal cost is part of the failure cost of quality category.

Question 25

Availability refers to the length of time a product can be used before it fails.

Question 26

The original ISO 9000 standard preached,"Do what you document and document what you do."

Question 27

The Japanese term for mistake-proofing is "poka-yoke."

Question 28

There are now five categories for the Baldrige Award.

Question 29

It is important to determine the quality of design even before producing the product.

Question 30

The definition of quality management has evolved from "quality by inspection" toward "delivering competitive advantage to the firm." Briefly discuss the various definitions of quality management described in this chapter.

Question 31

If a company uses three parts in a product,each with a yield of 50%,the overall rolled-yield will equal 50%.