Question 1

Six Sigma quality is based on a statistical measure that seeks to achieve at most 3.4 errors or defects per million opportunities.

Accepted Answer

A) True 
 B)False  True

Question 2

List the three principles of total quality and why they are important.

Accepted Answer

The principles of total quality are
 1.	A focus on customers and stakeholders
	Customers are the principal judges of quality and therefore, it is important to understand their needs and expectations.
2.	A process focus supported by continuous improvement and learning
	A process focus ensures that organizations understand the interdependency among inputs, process and outputs, and also the roles of consumers and suppliers in designing and managing systems.
3.	Participation and teamwork by everyone in the organization
	When managers give employees the tools to make good decisions and the freedom and encouragement to make contributions, better quality goods and services will result. Teamwork encourages the involvement of everyone in attacking systemic problems, particularly those that cross functional boundaries.

Question 3

The GAP model recognizes five ways to mis-specify and mismanage the creation and delivery of high levels of quality.Describe each of the five problem areas (GAPS).

Accepted Answer

Gap 1:	The discrepancy between customers' expectations and managements' perceptions of those expectations. Managers may think they understand why customers buy a good or service but if their perception is wrong, then all subsequent design and delivery activities may be mis-directed.
Gap 2:	The discrepancy between managements' perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications. This represents a mismatch between requirements and design activities.
Gap 3:	The discrepancy between quality specifications documented in operating and training manuals and plans and their implementation. Gap 3 recognizes that manufacturing and service delivery systems must execute quality specifications well.
Gap 4:	The discrepancy between the actual performance of manufacturing and service delivery systems and external communications to the customers. Customers should not be promised a certain type and level of quality unless the delivery system can achieve or exceed that level.
Gap 5:	The difference between the customer's expectations and perceptions. Gap 5 depends on the other four problem areas because this is the area in which the customer judges quality and makes future purchase decisions.

Question 4

Discuss Kaizen and how it differs from a Kaizen Blitz.

Accepted Answer

The answer of Discuss Kaizen and how it differs from...

Question 5

The Gap Model helps managers to link quality management practices within the value chain to customer expectations.

Accepted Answer

A) True 
 B)False

Question 6

Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement?

Accepted Answer

A)  W.Edwards Deming
B)  Joseph Juran
C)  Philip Crosby
D)  Jack Hillerich

Question 7

All of the following relate to Six Sigma except

Accepted Answer

A)  Clear financial returns
B)  Use of PDSA problem solving approach
C)  Output critical to customers
D)  A stretch goal

Question 8

Discuss different ways of defining quality and how these differ for goods and services.

Accepted Answer

The answer of Discuss different ways of defining quality and...

Question 9

Which of the following describes the quality definition of fitness for use?

Accepted Answer

A)  Perfection and consistency in goods and service quality
B)  Doing it right the first time
C)  Conforming to design specifications
D)  The ability of a good or service to meet customer needs

Question 10

In applying Six Sigma to services, the four key measures of performance include all of the following except

Accepted Answer

A)  accuracy
B)  empathy
C)  cost
D)  customer satisfaction

Question 11

W.Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper management.

Accepted Answer

A) True 
 B)False

Question 12

A tool to help determine how a process works and what it is supposed to do is a

Accepted Answer

A)  Run chart
B)  Cause-and-effect diagram
C)  Scatter diagram
D)  Flowchart

Question 13

Empathy relates to the "knowledge and courtesy of service providers and their ability to convey trust and confidence."

Accepted Answer

A) True 
 B)False

Question 14

"Fitness for use" relates to how well quality meets design targets and tolerances.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not considered part of Total Quality?

Accepted Answer

A)  A focus on the customers and stakeholders
B)  A process focus
C)  Participation and team work
D)  Six Sigma

Question 16

Define poka-yoke and provide some examples.

Accepted Answer

The answer of Define poka-yoke and provide some examples....

Question 17

The costs associated with maintaining measurement instruments would be an example of appraisal costs.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not one of W.Edwards Deming's 14 points?

Accepted Answer

A)  Create a vision and demonstrate commitment
B)  Stop making decisions purely on the basis of cost
C)  Eliminate exhortation
D)  The only performance standard is Zero Defects

Question 19

The most relevant definition of quality for an operations manager is "conformance to specifications."

Accepted Answer

A) True 
 B)False

Question 20

Each day, a golf resort handles 700 golfers.Each guest encounters 22 "moments of truth" during a typical day.The resort is open seven days a week.If they receive 12 complaints per week, what is the epmo measure?

Accepted Answer

The answer of Each day, a golf resort handles 700...

Exam 15: Quality Management

Six Sigma quality is based on a statistical measure that seeks to achieve at most 3.4 errors or defects per million opportunities.

List the three principles of total quality and why they are important.

The GAP model recognizes five ways to mis-specify and mismanage the creation and delivery of high levels of quality.Describe each of the five problem areas (GAPS).

Discuss Kaizen and how it differs from a Kaizen Blitz.

The Gap Model helps managers to link quality management practices within the value chain to customer expectations.

Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement?

All of the following relate to Six Sigma except

Discuss different ways of defining quality and how these differ for goods and services.

Which of the following describes the quality definition of fitness for use?

In applying Six Sigma to services, the four key measures of performance include all of the following except

W.Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper management.

A tool to help determine how a process works and what it is supposed to do is a

Empathy relates to the "knowledge and courtesy of service providers and their ability to convey trust and confidence."

"Fitness for use" relates to how well quality meets design targets and tolerances.

Which of the following is not considered part of Total Quality?

Define poka-yoke and provide some examples.

The costs associated with maintaining measurement instruments would be an example of appraisal costs.

Which of the following is not one of W.Edwards Deming's 14 points?

The most relevant definition of quality for an operations manager is "conformance to specifications."

Each day, a golf resort handles 700 golfers.Each guest encounters 22 "moments of truth" during a typical day.The resort is open seven days a week.If they receive 12 complaints per week, what is the epmo measure?