Question 1

__________ costs result from production of defective parts or services before delivery to the customer.

Accepted Answer

The answer of __________ costs result from production of defective...

Question 2

ISO 9000 seeks standardization in terms of

Accepted Answer

A)  products 
B)  production procedures 
C)  suppliers' specifications 
D)  procedures to manage quality 
E)  all of the above 
A)  products 
B)  production procedures 
C)  suppliers' specifications 
D)  procedures to manage quality 
E)  all of the above

Question 3

Identify the ten determinants of service quality. Describe two of them in a sentence or two each.

Accepted Answer

The ten are reliability, responsiveness,

Question 4

A quality loss function includes all of the following costs except

Accepted Answer

A)  the cost of scrap and repair 
B)  the cost of customer dissatisfaction 
C)  inspection, warranty, and service costs 
D)  sales costs 
E)  costs to society 
A)  the cost of scrap and repair 
B)  the cost of customer dissatisfaction 
C)  inspection, warranty, and service costs 
D)  sales costs 
E)  costs to society

Question 5

What steps can be taken to develop benchmarks?

Accepted Answer

The steps are: determine what

Question 6

Improved quality can increase profitability via flexible pricing.

Accepted Answer

A) True 
 B)False

Question 7

Perform a Pareto analysis on the following information:
 $$\begin{array} { | l | l | } 
\hline \text { Reason for unsatisfying stay at hotel } & \text { Frequency } \
\hline \text { Unfriendly staff } & 6 \
\hline \text { Room not clean } & 2 \
\hline \text { Room not ready at check-in } & 3 \
\hline \text { No towels at pool } & 33 \
\hline \text { No blanket for pull-out sofa } & 4 \
\hline \text { Pool water too cold } & 3 \
\hline \text { Breakfast of poor quality } & 16 \
\hline \text { Elevator too slow or not working } & 23 \
\hline \text { Took too long to register } & 7 \
\hline \text { Bill incorrect } & 3 \
\hline \text { Total } & 100 \
\hline
\end{array}$$

Accepted Answer

The answer of Perform a Pareto analysis on the following...

Question 8

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 violated by poor quality products 
B)  gain ISO 14000 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 violated by poor quality products 
B)  gain ISO 14000 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 9

Which of the following is not a typical inspection point?

Accepted Answer

A)  upon receipt of goods from your supplier 
B)  when production or service is complete 
C)  before the product is shipped to the customer 
D)  at the supplier's plant while the supplier is producing 
E)  after a costly process 
A)  upon receipt of goods from your supplier 
B)  when production or service is complete 
C)  before the product is shipped to the customer 
D)  at the supplier's plant while the supplier is producing 
E)  after a costly process

Question 10

Identify the four costs of quality. Which one is hardest to evaluate?
 Explain.

Accepted Answer

The four costs are internal, external, p

Question 11

"Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of

Accepted Answer

A)  Vilfredo Pareto 
B)  Armand Feigenbaum 
C)  Joseph M. Juran 
D)  W. Edwards Deming 
E)  Philip B. Crosby 
A)  Vilfredo Pareto 
B)  Armand Feigenbaum 
C)  Joseph M. Juran 
D)  W. Edwards Deming 
E)  Philip B. Crosby

Question 12

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called __________.

Accepted Answer

employee e

Question 13

Quality "lies in the eyes of the beholder" is

Accepted Answer

A)  an unrealistic definition of quality 
B)  a user-based definition of quality 
C)  a manufacturing-based definition of quality 
D)  a product-based definition of quality 
E)  the definition proposed by the American Society for Quality 
A)  an unrealistic definition of quality 
B)  a user-based definition of quality 
C)  a manufacturing-based definition of quality 
D)  a product-based definition of quality 
E)  the definition proposed by the American Society for Quality

Question 14

A professor teaches two sections of a class, one on MWF for 50 minutes per day and another on T/TH for 75 minutes per day. Use the following information to construct a scatter diagram with test # on the x-axis and score on the y-axis. Should the professor argue for a change in the university's scheduling?
$\begin{array} { l c c } 
\text { MWF Section Test Results } & \text { Test \# } & \text { T/Th Test Results } \
75 & 1 & 82 \
70 & 2 & 77 \
65 & 3 & 73 \
65 & 4 & 70 \
70 & 5 & 76
\end{array}$

Accepted Answer

@#IMG-DLM& It appears that the T/TH section consis

Question 15

What is the difference between conforming quality and target-oriented quality?

Accepted Answer

With conforming quality, any unit that m

Question 16

__________ is doing the job properly with the operator ensuring that this is so.

Accepted Answer

The answer of __________ is doing the job properly with...

Question 17

Three broad categories of definitions of quality are

Accepted Answer

A)  product quality, service quality, and organizational quality 
B)  user-based, manufacturing-based, and product-based 
C)  internal, external, and prevention 
D)  low-cost, response, and differentiation 
E)  Pareto, Shewhart, and Deming 
A)  product quality, service quality, and organizational quality 
B)  user-based, manufacturing-based, and product-based 
C)  internal, external, and prevention 
D)  low-cost, response, and differentiation 
E)  Pareto, Shewhart, and Deming

Question 18

Which of the following statements best describes the relationship between quality management and product strategy?

Accepted Answer

A)  Product strategy is set by top management; quality management is an independent activity. 
B)  Quality management is important to the low-cost product strategy, but not to the response or differentiation strategies. 
C)  High quality is important to all three strategies, but it is not a critical success factor. 
D)  Managing quality helps build successful product strategies. 
E)  Companies with the highest measures of quality are no more productive than other firms. 
A)  Product strategy is set by top management; quality management is an independent activity. 
B)  Quality management is important to the low-cost product strategy, but not to the response or differentiation strategies. 
C)  High quality is important to all three strategies, but it is not a critical success factor. 
D)  Managing quality helps build successful product strategies. 
E)  Companies with the highest measures of quality are no more productive than other firms.

Question 19

Kaizen is similar to TQM in that both are focused on continuous improvement.

Accepted Answer

A) True 
 B)False

Question 20

__________ diagrams use a schematic technique to discover possible locations of quality problems.

Accepted Answer

Cause-and-

Exam 6: Managing Quality

__________ costs result from production of defective parts or services before delivery to the customer.

ISO 9000 seeks standardization in terms of

Identify the ten determinants of service quality. Describe two of them in a sentence or two each.

A quality loss function includes all of the following costs except

What steps can be taken to develop benchmarks?

Improved quality can increase profitability via flexible pricing.

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

Which of the following is not a typical inspection point?

Identify the four costs of quality. Which one is hardest to evaluate? Explain.

"Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called __________.

Quality "lies in the eyes of the beholder" is

What is the difference between conforming quality and target-oriented quality?

__________ is doing the job properly with the operator ensuring that this is so.

Three broad categories of definitions of quality are

Which of the following statements best describes the relationship between quality management and product strategy?

Kaizen is similar to TQM in that both are focused on continuous improvement.

__________ diagrams use a schematic technique to discover possible locations of quality problems.

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Statistical Process Control

Process Strategy

Capacity and Constraint Management

Location Strategies

Layout Strategies

Human Resources, Job Design, and Work Measurement

Supply-Chain Management

Outsourcing as a Supply-Chain Strategy

Inventory Management

Aggregate Planning

Material Requirements Planning MRP and ERP

Short-Term Scheduling

Just-In-Time and Lean Options

Maintenance and Reliability

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

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