Question 1

It is estimated that the cost to fix a problem at the customer end is _____ times the cost to fix the problem earlier in the production or design phase.

Accepted Answer

A) 3 
B) 4. 
C) 5 
D) 6 
E) 7. 
A) 3 
B) 4. 
C) 5 
D) 6 
E) 7.

Question 2

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

Accepted Answer

A) True 
 B)False

Question 3

A control chart is a visual representation of the steps in a process.

Accepted Answer

A) True 
 B)False

Question 4

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem

Accepted Answer

A) just before shipping our product to the customer. 
B) immediately after we complete the last operation. 
C) during the design phase. 
D) just before we begin the first production operation. 
E) Regardless of when you fix the problem, costs are about the same. 
A) just before shipping our product to the customer. 
B) immediately after we complete the last operation. 
C) during the design phase. 
D) just before we begin the first production operation. 
E) Regardless of when you fix the problem, costs are about the same.

Question 5

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Accepted Answer

A) True 
 B)False

Question 6

A tool that is not used for quality management is a

Accepted Answer

A) flowchart. 
B) histogram. 
C) Pareto analysis. 
D) redesign. 
E) check sheet. 
A) flowchart. 
B) histogram. 
C) Pareto analysis. 
D) redesign. 
E) check sheet.

Question 7

The customer is the focal point and customer satisfaction is the driving force in quality management.

Accepted Answer

A) True 
 B)False

Question 8

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Accepted Answer

A) True 
 B)False

Question 9

The tool that is useful in the collection and organization of data is a

Accepted Answer

A) control chart. 
B) Pareto chart. 
C) check sheet. 
D) flowchart. 
E) runs chart. 
A) control chart. 
B) Pareto chart. 
C) check sheet. 
D) flowchart. 
E) runs chart.

Question 10

Quality planning and administration, quality training, and quality control procedures 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 11

Reducing the variability in our product or service is an important key to quality.

Accepted Answer

A) True 
 B)False

Question 12

The tool that is useful in documenting the current process is a

Accepted Answer

A) control chart. 
B) Pareto chart. 
C) check sheet. 
D) flowchart. 
E) cause-and-effect diagram. 
A) control chart. 
B) Pareto chart. 
C) check sheet. 
D) flowchart. 
E) cause-and-effect diagram.

Question 13

This is the degree to which goods and services conform to the intent of the designers.

Accepted Answer

A) quality of performance 
B) quality of design 
C) quality of conformance 
D) quality of production 
E) quality of operations 
A) quality of performance 
B) quality of design 
C) quality of conformance 
D) quality of production 
E) quality of operations

Question 14

When an organization comes to the realization that there are quality problems in products that are already in service, ethical approaches include:
(I.divulging the information to the public at large.(II)recalling, if possible, affected products.(III)handling complaints on an individual rather than a systemic basis.

Accepted Answer

A) I and III 
B) I and II 
C) II and III 
D) I, II, and III 
E) Neither I, II, nor III 
A) I and III 
B) I and II 
C) II and III 
D) I, II, and III 
E) Neither I, II, nor III

Question 15

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 16

Crosby's concept of ''quality is free" means that it is less expensive to do it right initially than to do it over.

Accepted Answer

A) True 
 B)False

Question 17

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

Accepted Answer

A) True 
 B)False

Question 18

The PDSA cycle forms the conceptual basis for continuous improvement.

Accepted Answer

A) True 
 B)False

Question 19

The "Control" phase of DMAIC is intended to ensure that

Accepted Answer

A) the proper subset of process inputs are monitored. 
B) variability reduction is pursued. 
C) data analysis is overseen. 
D) inputs are closely monitored. 
E) improvements are sustained. 
A) the proper subset of process inputs are monitored. 
B) variability reduction is pursued. 
C) data analysis is overseen. 
D) inputs are closely monitored. 
E) improvements are sustained.

Question 20

Which of the following is not an element of TQM?

Accepted Answer

A) continuous improvement 
B) competitive benchmarking 
C) employee empowerment 
D) team approach 
E) quality management as a specialized function within the firm 
A) continuous improvement 
B) competitive benchmarking 
C) employee empowerment 
D) team approach 
E) quality management as a specialized function within the firm

It is estimated that the cost to fix a problem at the customer end is _____ times the cost to fix the problem earlier in the production or design phase.

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

A control chart is a visual representation of the steps in a process.

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

A tool that is not used for quality management is a

The customer is the focal point and customer satisfaction is the driving force in quality management.

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

The tool that is useful in the collection and organization of data is a

Quality planning and administration, quality training, and quality control procedures are examples of

Reducing the variability in our product or service is an important key to quality.

The tool that is useful in documenting the current process is a

This is the degree to which goods and services conform to the intent of the designers.

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Crosby's concept of ''quality is free" means that it is less expensive to do it right initially than to do it over.

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

The PDSA cycle forms the conceptual basis for continuous improvement.

The "Control" phase of DMAIC is intended to ensure that

Which of the following is not an element of TQM?

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

It is estimated that the cost to fix a problem at the customer end is _____ times the cost to fix the problem earlier in the production or design phase.

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

A control chart is a visual representation of the steps in a process.

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

A tool that is not used for quality management is a

The customer is the focal point and customer satisfaction is the driving force in quality management.

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

The tool that is useful in the collection and organization of data is a

Quality planning and administration, quality training, and quality control procedures are examples of

Reducing the variability in our product or service is an important key to quality.

The tool that is useful in documenting the current process is a

This is the degree to which goods and services conform to the intent of the designers.

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Crosby's concept of ''quality is free" means that it is less expensive to do it right initially than to do it over.

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

The PDSA cycle forms the conceptual basis for continuous improvement.

The "Control" phase of DMAIC is intended to ensure that

Which of the following is not an element of TQM?

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