Question 1

What are the key components of Xerox's Lean Six Sigma?

Accepted Answer

The key components of Xerox's Lean Six Sigma are as follows:
1.Performance excellence process
•Supports clearer,simpler alignment of corporate direction to individual objectives
•Emphasizes ongoing inspection/assessment of business priorities
•Clear links to market trends,benchmarking,and Lean Six Sigma
•Supports a simplified "Baldrige-type" business assessment model
2.DMAIC (define,measure,analyze,improve,control)process
•Based on industry-proven Six Sigma approach with speed and focus
•Four steps support improvement projects,set goals
•Used to proactively capture opportunities or solve problems
•Full set of lean and Six Sigma tools
3.Market trends and benchmarking
•Reinforces market focus and encourages external view
•Disciplined approach to benchmarking
•Establishes a common four-step approach to benchmarking
•Encourages all employees to be aware of changing markets
•Strong linkage to performance excellence process and DMAIC
4.Behaviors and leadership
•Reinforces customer focus
•Expands interactive skills to include more team effectiveness
•Promotes faster decision making and introduces new meeting tool

Question 2

Discuss the key features of the QuEST forum.

Accepted Answer

The QuEST Forum is a unique collaboration of telecommunications service providers and suppliers dedicated to telecom supply chain quality and performance.The Forum supports its member organizations to pursue performance excellence through implementing a common quality standard,emphasizing industry best practices and delivering a benchmarking measurement system.There are 11 benchmark measurements,including number of problem reports,problem report fix response time,on-time delivery,network element impact outage measurement,and field replacement unit returns.

Question 3

Kosher's,a supermarket in Surbury,employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores.This marketing strategy is most likely to influence the _____ perspective of quality.

Accepted Answer

A)  user
B)  product
C)  value
D)  manufacturing C

Question 4

The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs.

Accepted Answer

A) True 
 B)False

Question 5

The production of services typically requires a lower degree of customization than does manufacturing.

Accepted Answer

A) True 
 B)False

Question 6

The book "Quality Is Free" is written by _____.

Accepted Answer

A)  Joseph Juran
B)  Edwards Deming
C)  Malcolm Baldrige
D)  Philip Crosby

Question 7

Improved conformance in production or service delivery tends to increase profitability as:

Accepted Answer

A)  it helps in differentiating the product from its competitors and improves the perceived value of the product.
B)  it ensures that the services are performed according to the convenience of the customer.
C)  it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.
D)  it leads to improved employee motivation.

Question 8

The inspection and testing function in a manufacturing system contributes to the quality of the product by:

Accepted Answer

A)  gathering information that can be used to improve the quality of the products.
B)  selecting quality-conscious suppliers and ensuring that purchase orders clearly define the quality requirements specified by product design and engineering.
C)  designing and maintaining the tools used in manufacturing of products.
D)  selecting appropriate technologies, equipment, and work methods for producing quality products.

Question 9

Manufacturing is generally more labor intensive compared to services.

Accepted Answer

A) True 
 B)False

Question 10

The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.

Accepted Answer

A)  marketing and sales
B)  manufacturing and assembly
C)  legal services
D)  finance and accounting

Question 11

What led to the fall of Xerox's market share to less than 50 percent?

Accepted Answer

The answer of What led to the fall of Xerox's...

Question 12

How do quality of design and conformance influence the profitability of an organization?

Accepted Answer

The answer of How do quality of design and conformance...

Question 13

Explain the role of information technology in service industries.

Accepted Answer

The answer of Explain the role of information technology in...

Question 14

People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.

Accepted Answer

A) True 
 B)False

Question 15

The quality assurance team in a firm is only partly responsible for ensuring that the products produced meet the required quality specifications.

Accepted Answer

A) True 
 B)False

Question 16

The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services.

Accepted Answer

A)  manufacturing
B)  design
C)  marketing
D)  distribution

Question 17

What do today's Chinese quality systems strongly emphasize?

Accepted Answer

The answer of What do today's Chinese quality systems strongly...

Question 18

The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following is true of the transcendent or judgmental perspective of quality?

Accepted Answer

A)  It is of little practical value to the managers, as standards of excellence vary considerably among individuals.
B)  It provides a precise and universally acceptable definition for quality.
C)  It defines quality on the basis of the relationship of product benefits to price.
D)  It provides a means by which quality can be measured or assessed as a basis for practical business decisions.

Question 20

Who among the following in an organization are responsible for selecting appropriate technologies,equipment,and work methods for producing quality products?

Accepted Answer

A)  Production workers
B)  Industrial engineers
C)  Salespeople
D)  Tool engineers

Exam 1: Introduction to Quality

What are the key components of Xerox's Lean Six Sigma?

Discuss the key features of the QuEST forum.

Kosher's,a supermarket in Surbury,employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores.This marketing strategy is most likely to influence the _____ perspective of quality.

The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs.

The production of services typically requires a lower degree of customization than does manufacturing.

The book "Quality Is Free" is written by _____.

Improved conformance in production or service delivery tends to increase profitability as:

The inspection and testing function in a manufacturing system contributes to the quality of the product by:

Manufacturing is generally more labor intensive compared to services.

The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.

What led to the fall of Xerox's market share to less than 50 percent?

How do quality of design and conformance influence the profitability of an organization?

Explain the role of information technology in service industries.

People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.

The quality assurance team in a firm is only partly responsible for ensuring that the products produced meet the required quality specifications.

The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services.

What do today's Chinese quality systems strongly emphasize?

The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.

Which of the following is true of the transcendent or judgmental perspective of quality?

Who among the following in an organization are responsible for selecting appropriate technologies,equipment,and work methods for producing quality products?