Question 1

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:

Accepted Answer

A)  determine whether any of the organization's stakeholders are being wronged by poor quality products. 
B)  gain ISO 9000 certification for the organization. 
C)  obtain a product safety certificate from the Consumer Product Safety Commission. 
D)  have the organization's legal staff write disclaimers in the product instruction booklets. 
E)  compare the cost of product liability to the external failure cost. 
A)  determine whether any of the organization's stakeholders are being wronged by poor quality products. 
B)  gain ISO 9000 certification for the organization. 
C)  obtain a product safety certificate from the Consumer Product Safety Commission. 
D)  have the organization's legal staff write disclaimers in the product instruction booklets. 
E)  compare the cost of product liability to the external failure cost.

Question 2

Corporate social responsibility involves managerial decision making that considers what three impacts?

Accepted Answer

environmen

Question 3

What is a set of quality standards developed by the International Organization for Standardization?

Accepted Answer

A)  Malcolm Baldrige National Quality Award 
B)  Deming Prize 
C)  Six Sigma 
D)  IOS 2009 
E)  ISO 9000 
A)  Malcolm Baldrige National Quality Award 
B)  Deming Prize 
C)  Six Sigma 
D)  IOS 2009 
E)  ISO 9000

Question 4

Opportunities to reduce environmental impact during production typically revolve around the three themes of ________.

Accepted Answer

energy, wa

Question 5

Inputs to a production system that do not have market prices are those held in the ________.

Accepted Answer

The answer of Inputs to a production system that do...

Question 6

Which of the following statements regarding "Six Sigma" is TRUE?

Accepted Answer

A)  The term has two distinct meanings-one is statistical; the other is a comprehensive quality system. 
B)  Six Sigma means that about 94 percent of a firm's output is free of defects. 
C)  The Six Sigma program was developed by Toyota in the 1970s. 
D)  The Six Sigma program is for manufacturing firms and is not applicable to services. 
E)  Six Sigma certification is granted by the International Standards Organization (ISO). 
A)  The term has two distinct meanings-one is statistical; the other is a comprehensive quality system. 
B)  Six Sigma means that about 94 percent of a firm's output is free of defects. 
C)  The Six Sigma program was developed by Toyota in the 1970s. 
D)  The Six Sigma program is for manufacturing firms and is not applicable to services. 
E)  Six Sigma certification is granted by the International Standards Organization (ISO).

Question 7

An improvement in quality must necessarily increase costs.

Accepted Answer

A) True 
 B)False

Question 8

________ supply chains consider forward and reverse product flows over the entire life cycle.

Accepted Answer

The answer of ________ supply chains consider forward and reverse...

Question 9

A cause-and-effect diagram shows the relationship between two measurements.

Accepted Answer

A) True 
 B)False

Question 10

When sample measurements fall inside the control limits, it means that:

Accepted Answer

A)  each unit manufactured is good enough to sell. 
B)  the process limits cannot be determined statistically. 
C)  the process output exceeds the requirements. 
D)  if there is no other pattern in the samples, the process is in control. 
E)  the process output does not fulfill the requirements. 
A)  each unit manufactured is good enough to sell. 
B)  the process limits cannot be determined statistically. 
C)  the process output exceeds the requirements. 
D)  if there is no other pattern in the samples, the process is in control. 
E)  the process output does not fulfill the requirements.

Question 11

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

Accepted Answer

A) True 
 B)False

Question 12

If 10 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

Accepted Answer

A)  3.4 
B)  6.0 
C)  34 
D)  2700 
E)  6 times the monthly standard deviation of passengers 
A)  3.4 
B)  6.0 
C)  34 
D)  2700 
E)  6 times the monthly standard deviation of passengers

Question 13

Construct a cause-and-effect diagram showing why a student might be dissatisfied with the cafeteria.

Accepted Answer

Solution: (Note that

Question 14

Arnold Palmer Hospital uses which of the following quality management techniques?

Accepted Answer

A)  Pareto charts 
B)  flowcharts 
C)  benchmarking 
D)  just-in-time 
E)  The hospital uses all of these techniques. 
A)  Pareto charts 
B)  flowcharts 
C)  benchmarking 
D)  just-in-time 
E)  The hospital uses all of these techniques.

Question 15

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

Accepted Answer

A)  communication, courtesy, and credibility 
B)  competence, courtesy, and security 
C)  competence, responsiveness, and reliability 
D)  communication, responsiveness, and reliability 
E)  understanding/knowing customer, responsiveness, and reliability 
A)  communication, courtesy, and credibility 
B)  competence, courtesy, and security 
C)  competence, responsiveness, and reliability 
D)  communication, responsiveness, and reliability 
E)  understanding/knowing customer, responsiveness, and reliability

Question 16

Conforming to standards is the focus of the product-based definition of quality.

Accepted Answer

A) True 
 B)False

Question 17

Poka-yoke is the Japanese term for:

Accepted Answer

A)  card. 
B)  foolproof. 
C)  continuous improvement. 
D)  fishbone diagram. 
E)  just-in-time production. 
A)  card. 
B)  foolproof. 
C)  continuous improvement. 
D)  fishbone diagram. 
E)  just-in-time production.

Question 18

The "four Ms" of cause-and-effect diagrams are:

Accepted Answer

A)  material, machinery/equipment, manpower, and methods. 
B)  material, methods, men, and mental attitude. 
C)  named after four quality experts. 
D)  material, management, manpower, and motivation. 
E)  mentality, motivation, management, and manpower. 
A)  material, machinery/equipment, manpower, and methods. 
B)  material, methods, men, and mental attitude. 
C)  named after four quality experts. 
D)  material, management, manpower, and motivation. 
E)  mentality, motivation, management, and manpower.

Question 19

Costs of dissatisfaction, repair costs, and decreased future demand are elements of cost in the:

Accepted Answer

A)  quality loss function. 
B)  Pareto chart. 
C)  ISO 9000 quality cost calculator. 
D)  process chart. 
E)  Ishikawa diagram. 
A)  quality loss function. 
B)  Pareto chart. 
C)  ISO 9000 quality cost calculator. 
D)  process chart. 
E)  Ishikawa diagram.

Question 20

Within environmental regulation, the "cap-and-trade" principle produces a market that allows companies to purchase and sell what?

Accepted Answer

A)  hats that promote environmental awareness 
B)  shares of stock in renewable energy sources 
C)  emission allowances 
D)  space in landfills 
E)  carbon reduction sweepers 
A)  hats that promote environmental awareness 
B)  shares of stock in renewable energy sources 
C)  emission allowances 
D)  space in landfills 
E)  carbon reduction sweepers

Exam 6: Managing Quality

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:

Corporate social responsibility involves managerial decision making that considers what three impacts?

What is a set of quality standards developed by the International Organization for Standardization?

Opportunities to reduce environmental impact during production typically revolve around the three themes of ________.

Inputs to a production system that do not have market prices are those held in the ________.

Which of the following statements regarding "Six Sigma" is TRUE?

An improvement in quality must necessarily increase costs.

________ supply chains consider forward and reverse product flows over the entire life cycle.

A cause-and-effect diagram shows the relationship between two measurements.

When sample measurements fall inside the control limits, it means that:

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

If 10 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

Construct a cause-and-effect diagram showing why a student might be dissatisfied with the cafeteria.

Arnold Palmer Hospital uses which of the following quality management techniques?

Conforming to standards is the focus of the product-based definition of quality.

Poka-yoke is the Japanese term for:

The "four Ms" of cause-and-effect diagrams are:

Costs of dissatisfaction, repair costs, and decreased future demand are elements of cost in the:

Within environmental regulation, the "cap-and-trade" principle produces a market that allows companies to purchase and sell what?

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Process Strategies

Location Strategies

Human Resources, Job Design, and Work Measurement

Supply Chain Management

Inventory Management

Aggregate Planning and Sop

Material Requirements Planning Mrp and Erp

Short-Term Scheduling

Lean Operations

Maintenance and Reliability

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Applying Analytics to Big Data in Operations Management

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