Question 1

Before a dimension of quality can be made operationally useful, it must be restated in some _____ form.

Accepted Answer

A) qualitative 
B) manipulative 
C) certifiable 
D) measurable 
E) marketable

Question 2

The typical difference between quality circles and continuous improvement teams is

Accepted Answer

A) quality circles work on product design only. 
B) continuous improvement teams work on product and process design. 
C) continuous improvement teams use only engineers, while quality circles use just the workers doing the work. 
D) the amount of employee empowerment. 
E) There is no difference-they are the same.

Question 3

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

Accepted Answer

A) True 
 B)False

Question 4

Because courtesy is subjective, it cannot be considered a factor in service quality.

Accepted Answer

A) True 
 B)False

Question 5

Among the guiding principles of six sigma are
(I)Reduction of variation is an important goal.(II)Valid measurement is critical.(III)Outputs determine inputs.(IV)We should focus on those critical few influences on our quality.

Accepted Answer

A) I, II, and IV only 
B) II and IV only 
C) I and III only 
D) I, II, III, and IV 
E) III only

Question 6

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Accepted Answer

A) True 
 B)False

Question 7

Customer expectations tend to change over time, affecting their perception of service quality.

Accepted Answer

A) True 
 B)False

Question 8

The quality tool that resembles a "fishbone" is

Accepted Answer

A) brainstorming. 
B) check sheets. 
C) Pareto analysis. 
D) cause-and-effect diagrams. 
E) fail-safe methods.

Question 9

Which is not a cost of quality?

Accepted Answer

A) prevention cost 
B) external failure costs 
C) extended service contract costs 
D) internal failure costs 
E) appraisal costs

Question 10

The Deming Prize was established by the

Accepted Answer

A) American Statistical Association. 
B) Union of Japanese Scientists. 
C) North American Free Trade Association. 
D) American Quality Society. 
E) World Trade Organization.

Question 11

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

Accepted Answer

A) True 
 B)False

Question 12

Warranty service, processing of complaints, and costs of litigation are examples of

Accepted Answer

A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs.

Question 13

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is

Accepted Answer

A) brainstorming. 
B) check sheets. 
C) Pareto analysis. 
D) cause-and-effect diagrams. 
E) fail-safe methods.

Question 14

The quality certification that deals primarily with conformance to customer requirements is ISO _____; ISO _____ is concerned primarily with the organization's effect on the environment.

Accepted Answer

A) 9000; 14000 
B) 24700; 9000 
C) 14000; 9000 
D) 9000; 24700 
E) 14000; 24700

Question 15

A technique for focusing attention on the most important problem areas is

Accepted Answer

A) quality circles. 
B) quality assurance. 
C) brainstorming. 
D) Pareto analysis. 
E) cause-and-effect analysis.

Question 16

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

Accepted Answer

A) True 
 B)False

Question 17

ISO certification differs substantially from the Baldrige Award in that it

Accepted Answer

A) focuses primarily on quality teams. 
B) emphasizes self-appraisal. 
C) is an ongoing process. 
D) is customer-driven. 
E) is national rather than international.

Question 18

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on _____ strategies.

Accepted Answer

A) remediation 
B) retention 
C) rework 
D) repatriation 
E) reprocessing

Question 19

Lost production time, scrap, and rework are examples of

Accepted Answer

A) internal failure costs. 
B) external failure costs. 
C) appraisal costs. 
D) prevention costs. 
E) replacement costs.

Question 20

The dimensions of quality are important for products but are not applicable in service organizations.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

Before a dimension of quality can be made operationally useful, it must be restated in some _____ form.

The typical difference between quality circles and continuous improvement teams is

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

Because courtesy is subjective, it cannot be considered a factor in service quality.

Among the guiding principles of six sigma are (I) Reduction of variation is an important goal.(II) Valid measurement is critical.(III) Outputs determine inputs.(IV) We should focus on those critical few influences on our quality.

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Customer expectations tend to change over time, affecting their perception of service quality.

The quality tool that resembles a "fishbone" is

Which is not a cost of quality?

The Deming Prize was established by the

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

Warranty service, processing of complaints, and costs of litigation are examples of

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is

The quality certification that deals primarily with conformance to customer requirements is ISO _; ISO _ is concerned primarily with the organization's effect on the environment.

A technique for focusing attention on the most important problem areas is

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

ISO certification differs substantially from the Baldrige Award in that it

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on _____ strategies.

Lost production time, scrap, and rework are examples of

The dimensions of quality are important for products but are not applicable in service organizations.