Deck 7: Managing for Quality

Question 1

20)Which of the following statements is true with regard to costs of quality?

A)Internal failure costs are costs that result from defects or quality problems discovered inside the factory.
B)External failure costs are costs resulting for defects in distribution or warehousing of products (i.e.,outside the manufacturing facility).
C)An example of internal failure costs is the cost of managing product returns by unsatisfied customers.
D)An example of external failure costs is the cost of handling product warranties.

Answer 1

D

Question 2

7)Reliability,in the context of a service industry,refers to ______.

A)promptness
B)price
C)packaging
D)compliance

Answer 2

A

Question 3

16)The dimension most useful for understanding the cost of quality is ______.

A)conformance quality
B)service quality
C)duration quality
D)performance quality

Answer 3

A

Question 4

5)Which of the following statements is correct?

A)From the perspective of a consumer,quality refers to the value gained by buying a product or service at the lowest possible price.
B)From the perspective of a producer,quality refers to the value gained by arranging for the transportation and warehousing of a product at the lowest possible price.
C)From the perspective of a producer,quality refers to the compliance of the product with applicable government regulations.
D)From the perspective of a consumer,quality refers to the compliance of the product with applicable ISO requirements.

Question 5

9)Perceived quality is ______.

A)the customer's view of quality
B)the tangible characteristics of a product
C)the quality actually received by the consumer
D)the price paid by the consumer

Question 6

2)Quality may be defined as ______.

A)the product's conformance to design specifications
B)the product's fitness for its unintended use
C)the long term service contract associated with the product
D)the product's usefulness for different applications

Question 7

12)The perception gap ______.

A)is the gap between what the customer expected and what the producer delivered
B)is subject to each individual's interpretation
C)is dependent on government regulations
D)is dependent on ISO regulations

Question 8

3)The fitness for use aspect of quality ______.

A)is specific for each user
B)means the same thing to different users
C)refers to the price of the product
D)refers to compliance with government regulations

Question 9

10)For a firm,competing on all eight dimensions of quality ______.

A)is not likely to be feasible
B)is always required by a consumer
C)is required to be compliant with government regulations
D)is required to be compliant with ISO requirements

Question 10

14)Tangibles in the service sector include ______.

A)the physical features of the service facility
B)the price of the service
C)the packaging
D)the speed of delivery

Question 11

1)Which of the following is NOT true of the Seal of Geneva?

A)It is a rigorous set of quality and aesthetic standards.
B)It is over 100 years old.
C)It represents The Official Seal of the City of Geneva.
D)It is a set of aesthetic standards.

Question 12

11)The goal of managing quality in the service sector ______.

A)is no different from that of the manufacturing sector
B)differs at different times
C)differs for different customers
D)is less important than quality in the manufacturing sector

Question 13

8)The Four Seasons Hotel and Toyota are cited as examples for which quality characteristic?

A)durability
B)reliability
C)performance
D)timeliness

Question 14

19)Appraisal costs are ______.

A)the costs of measuring and inspecting products and services
B)the costs of managing product returns
C)the liability costs of product defects
D)the costs of training employees in quality

Question 15

4)Dimensions of tangible product quality can include ______.

A)packaging
B)empathy
C)reliability
D)price

Question 16

13)Which of the following is NOT one of the dimensions on which customers evaluate service quality?

A)service reliability
B)service responsiveness
C)service assurance
D)service durability

Question 17

17)Which of the following is NOT a category of quality costs?

A)performance costs
B)prevention costs
C)appraisal costs
D)internal failure costs

Question 18

18)Prevention costs include ______.

A)costs incurred to prevent defects and errors from occurring before manufacturing the product or delivering the service
B)costs of inspecting employees after they have manufactured a product
C)costs of managing product returns
D)liability resulting from product defects

Question 19

15)Which of the following can result from improving quality?

A)higher customer satisfaction
B)higher costs
C)reduced compliance
D)loss of market share

Question 20

6)Which of the following terms is NOT correctly paired with its description?

A)performance: the extent to which a product's design and operating features meet the specifications the producer of the product has established for it
B)conformance: a product's primary attributes or operational features
C)durability: the average life of a product until it deteriorates and needs replacement
D)empathy: the price of a product relative to the service associated with it

Question 21

34)Which of the following is true with regard to poka yoke?

A)It refers to mistake-proofing.
B)It was introduced by W.Edward Deming.
C)It was introduced in 2014.
D)It is applicable only in service industries.

Question 22

30)Which of the following is true with regard to the Deming Prize?

A)It was introduced by the U.S.government in 1950.
B)Today,its award is restricted to Japanese companies.
C)Its introduction was met with a lot of resistance from the ISO.
D)The Union of Japanese Scientists and Engineers instituted the Deming Prize.

Question 23

39)Which of the following is NOT true about "specific,measurable characteristics of a product or service that customers say are necessary for their satisfaction"?

A)They are derived by the company.
B)They are given by the customer.
C)They are called CTQ requirements.
D)They are referred to as critical-to-quality.

Question 24

29)W.Edward Deming suggested that slogans and targets for the work force ______.

A)create collaborative relationships
B)are not likely to be productive
C)will increase worker morale
D)will increase worker motivation

Question 25

35)Which of the following concepts is NOT attributed to Genichi Taguchi?

A)tracking the financial loss to society as a result of poor quality
B)robust design
C)design of experiments
D)interchangeable parts

Question 26

32)Which of the following quality gurus introduced both the quality circle and the cause-and-effect diagram?

A)Joseph Juran
B)Armand Feigenbaum
C)Kaoru Ishikawa
D)W.Edward Deming

Question 27

23)In the PAF Cost Model,PAF stands for ______.

A)prevention,appraisal,failure
B)planning,action,feedback
C)prevent,act,feedback
D)planning,appraisal,feedback

Question 28

28)Which of the following statements is true with regard to Edward Deming?

A)He taught statistical quality control methods to the Germans during World War II.
B)He taught statistical quality control methods to the Japanese after World War II.
C)He taught statistical quality control methods to the Russians before World War II.
D)He taught statistical quality control methods to the Japanese before World War I.

Question 29

24)Prior to the 1700s,______.

A)there was no way to check quality
B)the only way to check the quality of a product was by consuming the product
C)quality was not an important consideration in manufacturing
D)quality was checked by physically inspecting the product

Question 30

22)Which of the following is NOT included in calculating the cost of quality?

A)activities to prevent poor quality
B)activities to measure quality
C)activities to fix poor quality
D)activities to fix price

Question 31

21)Cost of quality training is a component of ______.

A)internal failure costs
B)external failure costs
C)appraisal costs
D)prevention costs

Question 32

31)The term total quality control was introduced by ______.

A)Armand Feigenbaum in 1969
B)Joseph Juran in 1954
C)Eli Whitney in 1895
D)Adam Smith in 1776

Question 33

40)Employees can be encouraged to contribute to quality by ______.

A)giving production workers more authority and responsibility
B)discouraging them from forming quality circles
C)firing them if they do not perform better
D)requiring each unit of each product to be inspected

Question 34

26)The standardization of parts was encouraged by ______.

A)Eli Whitney
B)Frederick Taylor
C)Adam Smith
D)Henry Ford

Question 35

27)Walter A.Shewhart ______.

A)worked as a statistician in Bell Laboratories during the 1920s
B)developed the assembly line
C)is associated with the Deming Wheel
D)introduced the concept of interchangeable parts

Question 36

38)CTQ stands for ______.

A)crucial to quality
B)critical to quality
C)consumer targeted quality
D)consumer tried quality

Question 37

37)Which of the following is FALSE with regard to PDSA?

A)It stands for Plan,Do,Study,Act.
B)It represents kaizen.
C)It is known as the Juran Cycle.
D)It is often represented in a circle.

Question 38

33)Which of the following is NOT true regarding the phrase quality is free?

A)It is attributed to Philip Crosby.
B)It is the title of a book.
C)It suggests that a quality program pays for itself.
D)Quality inspectors work for free.

Question 39

36)Total quality management focuses on ______.

A)continuous inspection
B)kaizen
C)frequent inspection
D)instant rework

Question 40

25)Eli Whitney ______.

A)invented the assembly line
B)encouraged the use of interchangeable parts
C)developed the concept of Six Sigma
D)introduced robust product design

Question 41

55)Sigma represents ______.

A)a student fraternity at The University of Texas at Dallas
B)the standard deviation of outcomes in a process
C)the mean of outcomes in a process
D)the mode of outcomes in a process

Question 42

58)Which of the following is NOT a consequence of a high sigma level of quality?

A)Product reliability and customer satisfaction are higher.
B)The need for testing and inspection is lower.
C)Cycle times and costs decrease.
D)Product returns are higher.

Question 43

43)In identifying a process against which to benchmark a particular process,a company should ______.

A)choose a process only from an ISO-certified firm
B)choose a process in a firm in any industry
C)choose a process in its own company
D)choose a process in the same department

Question 44

60)In a typical health care organization,the medical error rates range ______.

A)from 67 to 309 per trillion opportunities
B)between two sigma and three sigma
C)to one error per second per hospital
D)to one error per physician per procedure per day

Question 45

41)A central feature of TQM ______.

A)is using statistical tools to collect and analyze data
B)is using only PhDs on the shop floor
C)is inspecting each unit of each product
D)is terminating employees if they make a single defective product

Question 46

44)TQM ______.

A)is a quick fix
B)is costless because quality is free
C)may take several years to implement fully
D)is required to meet ISO certification standards

Question 47

53)Six Sigma was developed by ______.

A)General Electric
B)Toyota
C)Motorola
D)Nissan

Question 48

45)Which of the following is FALSE regarding the International Organization for Standardization?

A)It is represented by the letters ISO.
B)It was created in 1966.
C)It is based in Geneva,Switzerland.
D)It has representatives from various national standards organizations.

Question 49

46)Which of the following is NOT an advantage of ISO 9000 certification?

A)It is a worldwide indicator of quality.
B)It can increase a firm's credibility.
C)It can lower the cost of manufacturing.
D)It improves marketability of a firm's products.

Question 50

49)ISO certification ______.

A)takes time but not much effort
B)takes a lot of effort but not much time
C)takes both time and effort
D)takes neither time nor effort

Question 51

57)Which of the following is true with regard to what a sigma quality level indicates?

A)It indicates how frequently a process can be expected to deliver products of good quality.
B)Lower sigma levels of quality mean that product reliability and customer satisfaction are higher.
C)A low sigma level suggests there is a high defect rate in the process.
D)A sigma quality level of 8 or higher is acceptable by ISO standards.

Question 52

42)Benchmarking ______.

A)is the process of comparing the quality of your company's products or services and its processes with those companies considered to be world leaders in quality
B)is one of the essential elements of the strategic marketing process
C)is required to be compliant with government regulations
D)is required by the ISO

Question 53

59)Which of the following is true of a 99.9% defect rate?

A)one incorrect surgical procedure every 10 years
B)two landing errors at major airports every day
C)one aircraft landing in a cornfield each week
D)one correct surgical procedure every year

Question 54

52)Which of the following is NOT one of the goals of the Baldrige Quality Award?

A)making quality a national priority
B)disseminating best practices across the United States
C)lowering production costs across the country
D)contributing to the economy as a whole

Question 55

56)Which of the following is NOT true regarding Six Sigma?

A)In it,the six refers to the total number of standard deviations from the mean (3 to the left of the mean,3 to the right of the mean).
B)It represents a 99.9997% defect-free rate.
C)It represents 3.4 defect per million.
D)It was introduced by Motorola.

Question 56

51)Which of the following is NOT true regarding the Malcolm Baldrige National Quality Award?

A)is now known as the Baldrige Performance Excellence Program
B)recognizes companies (e.g.,Apple)for producing excellent products (e.g.,iPhone)
C)can be awarded to hospitals (i.e.,it does not apply only to manufacturing organizations)
D)was named after the U.S.Senator for Quality

Question 57

54)Which of the following is NOT true regarding Six Sigma?

A)It seeks to improve quality by removing defects.
B)It seeks to improve quality by minimizing process variations.
C)It is a data-driven quality management method.
D)It seeks to improve quality by eliminating waste.

Question 58

47)To be ISO certified,______.

A)a company must be audited by an external governing group
B)a company must be checked out by a government agency
C)a company must submit a report from an accounting firm that conducts audits
D)a company must be audited by its internal audit department

Question 59

50)The Malcolm Baldrige National Quality Award ______.

A)was named after the U.S.Senator for Quality
B)honors organizations that produce quality products and services
C)is restricted to European companies
D)applies only to service industries

Question 60

48)ISO certification ______.

A)is a one-time activity; that is,if the firm does not get certified,it cannot reapply.
B)may take many assessments while the firm identifies its problems,improves,and reapplies for submission
C)is welcomed by a company's employees but not its management
D)is welcomed by a company's management but not its employees

Question 61

71)Which of the following statements does NOT correctly pair a quality tool with its description?

A)process flow chart: visually displays a process
B)histogram: identifies the pattern and frequency of data distribution
C)Pareto chart: identifies those problems that occur with the highest frequency
D)scatter diagram: shows the extent and direction of the relationship between two variables

Question 62

62)Six Sigma projects have ______.

A)specific operational targets
B)specific hiring levels
C)government-specified achievement levels
D)ISO-specified achievement levels

Question 63

72)The tool that monitors outputs from a process to determine if the process is operating within established limits is ______.

A)a control chart
B)a Pareto chart
C)a histogram
D)a scatter plot

Question 64

68)In the control phase of a Six Sigma project,______.

A)the senior management checks to see if the project manager is well in control of the project
B)the project team checks to see if quality improvements are sustained
C)the firm makes improvements to the process
D)the manager ensures the problem is well defined

Question 65

66)During the analyze phase of Six Sigma,the project team ______.

A)uses statistical tools to determine the relationship between the suspected causes and their effects
B)makes improvements to the process
C)ensures the problem is well defined
D)ensures the improvements are sustained

Question 66

75)Two models that firms can use to measure perception gap are ______.

A)the RATER model and the GAP model
B)the Du Pont model and the Monsanto model
C)the Consumer model and the Producer model
D)the Government model and the ISO model

Question 67

65)During the measure phase of Six Sigma,the project team ______.

A)gathers data
B)makes improvements to the process
C)ensures the problem is well defined
D)ensures the improvements are sustained

Question 68

69)The DMADV methodology is applied ______.

A)when we have a process with a lot of waste or non-value added steps
B)when we are introducing a new process
C)when we have an existing process that is highly defective
D)when we need to revamp a very old process

Question 69

73)Process capability is the extent to which ______.

A)a process meets a set of specification limits
B)a process falls within control limits
C)a process does not show a run or pattern
D)a process shows stability

Question 70

70)In which stage of the DMADV methodology do we check the design performance of a product and its ability to meet customer needs?

A)the Verify stage
B)the Measure stage
C)the Analyze stage
D)the Design stage

Question 71

61)The success of Six Sigma efforts depends on ______.

A)the support of a firm's management
B)the number of PhDs among the firm's employees
C)whether the firm is ISO certified
D)whether the firm is in a manufacturing or in a service industry

Question 72

74)In measuring service quality,the perception gap is the difference between what customers ______.

A)expect to receive from a service and what they actually receive
B)expect to pay for a service and what they actually pay
C)are paid for a service and what it cost the supplier to provide that service
D)receive from a service and what the government requirements stipulate they should receive

Question 73

77)The knowledge gap refers to the difference between ______.

A)what consumers actually expect from a service compared with what the provider thinks the consumers expect
B)what consumers actually expect from a service compared with what consumers actually receive from the provider
C)what consumers paid for a service compared with the value the consumers receive
D)what it cost producers to provide a service compared with the value the consumers receive

Question 74

67)In which two of the five phases of Six Sigma are data collected?

A)analyze and improve
B)define and measure
C)measure and improve
D)improve and control

Question 75

76)Which of the following is NOT one of the five dimensions that the RATER model focuses on?

A)reliability
B)responsiveness
C)empathy
D)durability

Question 76

63)With regard to Six Sigma training,which of the following statements is true?

A)Black Belt,Green Belt,and Master Black Belt represent the training level in increasing order of expertise.
B)Green Belts represent the highest level of Six Sigma training.
C)Green Belts have the most statistical trainings.
D)Master Black Belts check that Six Sigma efforts are applied consistently across an organization.

Question 77

64)Which of the following is NOT an element in a project charter?

A)the project's objective
B)expected timeline
C)budget and scope
D)actual hours spent on a project

Question 78

80)Which of the following is NOT a recommended approach for companies to use in closing service gaps?

A)They involve their customers in the service-design process.
B)They make service improvements to respond to changes in the market.
C)They use teamwork to foster service excellence and continuously improve it.
D)They lower prices.

Question 79

79)SERVQUAL analysis ______.

A)uses defect rates in the production process to identify gaps between services customers expected to receive and what they actually receive
B)is a method for doing gap analysis
C)uses employee absenteeism rates to identify production defects
D)is a predictive model applied to how target markets can be serviced

Question 80

78)When the service provided does not measure up to the firm's or to the industry's standards,it is known as ______.

A)the service design and standards gap
B)the service delivery performance gap
C)the communication gap
D)the service planning gap