Question 1

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Accepted Answer

A) True 
 B)False

Question 2

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False

Question 3

The process of identifying other organizations that are best at some facet of your operations, analyzing your performance versus theirs in order to establish a standard against which to judge performance, and identifying a model for learning how to improve is known as

Accepted Answer

A) continuous improvement. 
B) employee empowerment. 
C) benchmarking. 
D) copycatting. 
E) industrial espionage. 
A) continuous improvement. 
B) employee empowerment. 
C) benchmarking. 
D) copycatting. 
E) industrial espionage.

Question 4

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of

Accepted Answer

A) labor unions. 
B) globalization. 
C) poor quality. 
D) robotics. 
E) micro-factories. 
A) labor unions. 
B) globalization. 
C) poor quality. 
D) robotics. 
E) micro-factories.

Question 5

Giving workers responsibility for quality improvements and authority to make changes is known as

Accepted Answer

A) continuous improvement. 
B) passing the buck. 
C) benchmarking. 
D) employee empowerment. 
E) employee involvement. 
A) continuous improvement. 
B) passing the buck. 
C) benchmarking. 
D) employee empowerment. 
E) employee involvement.

Question 6

Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement.

Accepted Answer

A) True 
 B)False

Question 7

Six-sigma programs involve both _____ and _____ components.

Accepted Answer

A) probabilistic; deterministic 
B) logistical; managerial 
C) statistical; probabilistic 
D) managerial; technical 
E) local; global 
A) probabilistic; deterministic 
B) logistical; managerial 
C) statistical; probabilistic 
D) managerial; technical 
E) local; global

Question 8

Costs of inspectors, testing, test equipment, and labs are examples of

Accepted Answer

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

Question 9

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Accepted Answer

A) True 
 B)False

Question 10

Serviceability, conformance, and reliability are dimensions of product quality.

Accepted Answer

A) True 
 B)False

Question 11

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

Accepted Answer

A) True 
 B)False

Question 12

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Accepted Answer

A) True 
 B)False

Question 13

In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

Accepted Answer

A) True 
 B)False

Question 14

Cause-and-effect diagrams are sometimes called

Accepted Answer

A) Pareto diagrams. 
B) fishbone (Ishikawa)diagrams. 
C) run charts. 
D) control charts. 
E) responsibility charts. 
A) Pareto diagrams. 
B) fishbone (Ishikawa)diagrams. 
C) run charts. 
D) control charts. 
E) responsibility charts.

Question 15

A chart showing the number of occurrences by category would be used in

Accepted Answer

A) Pareto analysis. 
B) interviewing. 
C) cause-and-effect diagrams. 
D) benchmarking. 
E) quality function deployment. 
A) Pareto analysis. 
B) interviewing. 
C) cause-and-effect diagrams. 
D) benchmarking. 
E) quality function deployment.

Question 16

The Baldrige Award is based on evaluations in seven main areas. Which is not one of those?

Accepted Answer

A) relative profitability 
B) strategic planning 
C) human resource management 
D) information and analysis 
E) leadership 
A) relative profitability 
B) strategic planning 
C) human resource management 
D) information and analysis 
E) leadership

Question 17

Which of the following is a tool that is widely used for assessing service quality?

Accepted Answer

A) SERVQUAL 
B) SQL 
C) S&TI 
D) SARDOT 
E) SIPRNET 
A) SERVQUAL 
B) SQL 
C) S&TI 
D) SARDOT 
E) SIPRNET

Question 18

There is a positive link between quality and productivity.

Accepted Answer

A) True 
 B)False

Question 19

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

Accepted Answer

A) True 
 B)False

Question 20

All of the following were key contributors to quality management except?

Accepted Answer

A) Taguchi 
B) Kawzuki 
C) Ishikawa 
D) Juran 
E) Shewhart 
A) Taguchi 
B) Kawzuki 
C) Ishikawa 
D) Juran 
E) Shewhart

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

The process of identifying other organizations that are best at some facet of your operations, analyzing your performance versus theirs in order to establish a standard against which to judge performance, and identifying a model for learning how to improve is known as

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of

Giving workers responsibility for quality improvements and authority to make changes is known as

Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement.

Six-sigma programs involve both _ and _ components.

Costs of inspectors, testing, test equipment, and labs are examples of

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Serviceability, conformance, and reliability are dimensions of product quality.

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

Cause-and-effect diagrams are sometimes called

A chart showing the number of occurrences by category would be used in

The Baldrige Award is based on evaluations in seven main areas. Which is not one of those?

Which of the following is a tool that is widely used for assessing service quality?

There is a positive link between quality and productivity.

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

All of the following were key contributors to quality management except?

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Product and Service Design

Strategic Capacity Planning for Products and Services

Process Selection and Facility Layout

Work Design and Measurement

Location Planning and Analysis

Quality Control

Aggregate Planning and Master Scheduling

Inventory Management

MRP and ERP

Jit and Lean Operations

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters

Exam 9: Management of Quality

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

The process of identifying other organizations that are best at some facet of your operations, analyzing your performance versus theirs in order to establish a standard against which to judge performance, and identifying a model for learning how to improve is known as

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of

Giving workers responsibility for quality improvements and authority to make changes is known as

Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement.

Six-sigma programs involve both _____ and _____ components.

Costs of inspectors, testing, test equipment, and labs are examples of

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Serviceability, conformance, and reliability are dimensions of product quality.

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

Cause-and-effect diagrams are sometimes called

A chart showing the number of occurrences by category would be used in

The Baldrige Award is based on evaluations in seven main areas. Which is not one of those?

Which of the following is a tool that is widely used for assessing service quality?

There is a positive link between quality and productivity.

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

All of the following were key contributors to quality management except?

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Product and Service Design

Strategic Capacity Planning for Products and Services

Process Selection and Facility Layout

Work Design and Measurement

Location Planning and Analysis

Quality Control

Aggregate Planning and Master Scheduling

Inventory Management

MRP and ERP

Jit and Lean Operations

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters

Six-sigma programs involve both _ and _ components.