Question 1

Identify a true statement about Joseph M. Juran's philosophy of quality management.

Accepted Answer

A)  He advocated the use of quality cost measurement to focus attention on quality problems. 
B)  He argued that employees at different levels of an organization speak one common language. 
C)  He proposed a major cultural change in the organization. 
D)  He stated that there is no such thing as a quality problem. 
A)  He advocated the use of quality cost measurement to focus attention on quality problems. 
B)  He argued that employees at different levels of an organization speak one common language. 
C)  He proposed a major cultural change in the organization. 
D)  He stated that there is no such thing as a quality problem.

Question 2

The management of Elextric Corp., a computer manufacturing company, wants the employees in the organization to contribute to the quality of the firm by making gradual, continuous improvements in their departments. Given this information, Elextric Corp. embraces an approach known as _____.

Accepted Answer

A)  poka-yoke 
B)  kaizen 
C)  Six Sigma 
D)  the 5-Why Technique 
A)  poka-yoke 
B)  kaizen 
C)  Six Sigma 
D)  the 5-Why Technique

Question 3

Identify a true statement about the GAP model.

Accepted Answer

A)  It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized. 
B)  Minimizing gaps 4 and 5 will result in low customer satisfaction. 
C)  Failure to understand and minimize gaps presents the risk of losing customer loyalty. 
D)  It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers. 
A)  It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized. 
B)  Minimizing gaps 4 and 5 will result in low customer satisfaction. 
C)  Failure to understand and minimize gaps presents the risk of losing customer loyalty. 
D)  It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.

Question 4

Dr. W. Edwards Deming defined quality as "fitness for use" and sought to improve quality by working within the system familiar to managers.

Accepted Answer

A) True 
 B)False

Question 5

Harlose Suits faced a lot of complaints from customers when its recent batch of goods was dispatched. The employees at Harlose Suits, hence, had to rework on the returned items, and in some cases, the company had to even replace the faulty goods. In this case, the costs incurred by Harlose Suits are an example of _____.

Accepted Answer

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

Question 6

Which of the following statements is true of SERVQUAL

Accepted Answer

A)  Quality is simply ensuring that goods and services consistently conform to specifications. 
B)  It is designed to apply to all service industries. 
C)  It uses 15 dimensions of service quality performance. 
D)  Empathy is the ability to provide what was promised, dependably and accurately. 
A)  Quality is simply ensuring that goods and services consistently conform to specifications. 
B)  It is designed to apply to all service industries. 
C)  It uses 15 dimensions of service quality performance. 
D)  Empathy is the ability to provide what was promised, dependably and accurately.

Question 7

Huran Co., a food manufacturer, announced a contest for its customers where they could win exciting prizes if they fill in their details in the coupons they find in their cereal boxes and mail them to the company. But at the packaging section of the company, some of the workers forgot to insert the coupons in some of the cereal boxes. This led to numerous complaints from customers. To prevent this problem from happening again, it was suggested that the workers take 10 coupons and 10 boxes before they start packing the boxes, and if any coupon is left after the 10 boxes are packed, the workers recheck the boxes. This is an example of an application of the _____ concept.

Accepted Answer

A)  poka-yoke 
B)  kaizen 
C)  Six Sigma 
D)  reproducibility 
A)  poka-yoke 
B)  kaizen 
C)  Six Sigma 
D)  reproducibility

Question 8

The managers at Blyrie Corp. think that their company's products are of higher quality than the products of other companies in the market. However, contrary to their perception, the customers rate the company's products as below average. This is due to the inferior process design specifications in the company. This is an example of _____ in the GAP model.

Accepted Answer

A)  Gap 2 
B)  Gap 3 
C)  Gap 4 
D)  Gap 5 
A)  Gap 2 
B)  Gap 3 
C)  Gap 4 
D)  Gap 5

Question 9

_____ are costs expended to keep nonconforming goods and services from being made and reaching the customer.

Accepted Answer

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

Question 10

Service quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters.

Accepted Answer

A) True 
 B)False

Question 11

At Scorla Automobiles, a few machines in the assembly section were faulty and had to be shut down till they were repaired. This reduced the output of automobiles for the quarter. In this case, the costs incurred by Scorla Automobiles for repairing the machines are an example of _____.

Accepted Answer

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

Question 12

A kaizen event is an approach for mistake-proofing processes, using automatic devices or methods to avoid simple human error.

Accepted Answer

A) True 
 B)False

Question 13

Sémeuo is a German transnational food and beverage company. Recently, some of the products were rejected by the quality control department because they failed to meet the quality standards. Upon inspection, a number of defects were found at multiple stages of production. But Clarissa, the operations manager at Sémeuo, wants to identify the defects that have the most impact on the whole production process. In this case, which of the following quality control (QC) tools should Clarissa use?

Accepted Answer

A)  A flowchart 
B)  A histogram 
C)  A cause-and-effect diagram 
D)  A Pareto diagram 
A)  A flowchart 
B)  A histogram 
C)  A cause-and-effect diagram 
D)  A Pareto diagram

Question 14

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.

Accepted Answer

A) True 
 B)False

Question 15

A__________is a line graph in which data are plotted over time.

Accepted Answer

A)  run chart 
B)  flow chart 
C)  checksheet 
D)  histogram 
A)  run chart 
B)  flow chart 
C)  checksheet 
D)  histogram

Question 16

Alex, the manager at Rues and West Inc., wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated. In this case, a _____ will suit Alex's requirement.

Accepted Answer

A)  run chart 
B)  flow chart 
C)  checksheet 
D)  histogram 
A)  run chart 
B)  flow chart 
C)  checksheet 
D)  histogram

Question 17

__________are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.

Accepted Answer

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

Question 18

Gap 3 in the GAP model is the discrepancy between:

Accepted Answer

A)  the customer's expectations and perceptions. 
B)  management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications. 
C)  quality specifications documented in operating and training manuals and plans and their implementation. 
D)  customer expectations and management perceptions of those expectations. 
A)  the customer's expectations and perceptions. 
B)  management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications. 
C)  quality specifications documented in operating and training manuals and plans and their implementation. 
D)  customer expectations and management perceptions of those expectations.

Identify a true statement about Joseph M. Juran's philosophy of quality management.

The management of Elextric Corp., a computer manufacturing company, wants the employees in the organization to contribute to the quality of the firm by making gradual, continuous improvements in their departments. Given this information, Elextric Corp. embraces an approach known as _____.

Identify a true statement about the GAP model.

Dr. W. Edwards Deming defined quality as "fitness for use" and sought to improve quality by working within the system familiar to managers.

Which of the following statements is true of SERVQUAL

_____ are costs expended to keep nonconforming goods and services from being made and reaching the customer.

Service quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters.

At Scorla Automobiles, a few machines in the assembly section were faulty and had to be shut down till they were repaired. This reduced the output of automobiles for the quarter. In this case, the costs incurred by Scorla Automobiles for repairing the machines are an example of _____.

A kaizen event is an approach for mistake-proofing processes, using automatic devices or methods to avoid simple human error.

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.

A__________is a line graph in which data are plotted over time.

Alex, the manager at Rues and West Inc., wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated. In this case, a _____ will suit Alex's requirement.

__________are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.

Gap 3 in the GAP model is the discrepancy between:

Operations Management and Value Chains

Measuring Performance in Operations and Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Control and SPC

Lean Operating Systems

Project Management

Filters

Exam 15: Quality Management

Identify a true statement about Joseph M. Juran's philosophy of quality management.

The management of Elextric Corp., a computer manufacturing company, wants the employees in the organization to contribute to the quality of the firm by making gradual, continuous improvements in their departments. Given this information, Elextric Corp. embraces an approach known as _____.

Identify a true statement about the GAP model.

Dr. W. Edwards Deming defined quality as "fitness for use" and sought to improve quality by working within the system familiar to managers.

Which of the following statements is true of SERVQUAL

_____ are costs expended to keep nonconforming goods and services from being made and reaching the customer.

Service quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters.

At Scorla Automobiles, a few machines in the assembly section were faulty and had to be shut down till they were repaired. This reduced the output of automobiles for the quarter. In this case, the costs incurred by Scorla Automobiles for repairing the machines are an example of _____.

A kaizen event is an approach for mistake-proofing processes, using automatic devices or methods to avoid simple human error.

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.

A__________is a line graph in which data are plotted over time.

Alex, the manager at Rues and West Inc., wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated. In this case, a _____ will suit Alex's requirement.

__________are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.

Gap 3 in the GAP model is the discrepancy between:

Operations Management and Value Chains

Measuring Performance in Operations and Value Chains

Operations Strategy

Technology and Operations Management

Goods and Service Design

Supply Chain Design

Process Selection, Design, and Analysis

Facility and Work Design

Forecasting and Demand Planning

Capacity Management

Managing Inventories in Supply Chains

Supply Chain Management and Logistics

Resource Management

Operations Scheduling and Sequencing

Quality Control and SPC

Lean Operating Systems

Project Management

Filters