Question 1

Arnold Palmer Hospital uses __________ to seek new ways to reduce readmission rates.

Accepted Answer

continuous

Question 2

All of the following costs are likely to decrease as a result of better quality except

Accepted Answer

A)  customer dissatisfaction costs 
B)  inspection costs 
C)  scrap costs 
D)  warranty and service costs 
E)  maintenance costs 
A)  customer dissatisfaction costs 
B)  inspection costs 
C)  scrap costs 
D)  warranty and service costs 
E)  maintenance costs

Question 3

Total quality management emphasizes

Accepted Answer

A)  the responsibility of the quality control staff to identify and solve all quality-related problems 
B)  a commitment to quality that goes beyond internal company issues to suppliers and customers 
C)  a system where strong managers are the only decision makers 
D)  a process where mostly statisticians get involved 
E)  ISO 14000 certification 
A)  the responsibility of the quality control staff to identify and solve all quality-related problems 
B)  a commitment to quality that goes beyond internal company issues to suppliers and customers 
C)  a system where strong managers are the only decision makers 
D)  a process where mostly statisticians get involved 
E)  ISO 14000 certification

Question 4

A fishbone diagram is also known as a

Accepted Answer

A)  cause-and-effect diagram 
B)  poka-yoke diagram 
C)  Kaizen diagram 
D)  Kanban diagram 
E)  Taguchi diagram 
A)  cause-and-effect diagram 
B)  poka-yoke diagram 
C)  Kaizen diagram 
D)  Kanban diagram 
E)  Taguchi diagram

Question 5

Create a Pareto Chart for the following mistakes made in grading an exam.
 $$\begin{array} { | l | l | } 
\hline \text { Cause } & \text { Frequency } \
\hline \text { Incorrect Sum } & 35 \
\hline \text { Question marked wrong was right } & 3 \
\hline \text { Question marked right was wrong } & 4 \
\hline \text { Partial Credit not consistent } & 58 \
\hline
\end{array}$$

Accepted Answer

The answer of Create a Pareto Chart for the following...

Question 6

A cause-and-effect diagram helps identify the source of a problem.

Accepted Answer

A) True 
 B)False

Question 7

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a

Accepted Answer

A)  Pareto chart 
B)  flowchart 
C)  check sheet 
D)  Taguchi map 
E)  poka-yoke 
A)  Pareto chart 
B)  flowchart 
C)  check sheet 
D)  Taguchi map 
E)  poka-yoke

Question 8

A Three Sigma program has how many defects per million?

Accepted Answer

A)  34 
B)  3 
C)  3 times the standard deviation 
D)  2700 
E)  1500 
A)  34 
B)  3 
C)  3 times the standard deviation 
D)  2700 
E)  1500

Question 9

One of Britain's largest children's hospitals working with Ferrari Racing is an example of

Accepted Answer

A)  internal benchmarking 
B)  external benchmarking 
C)  Taguchi concepts 
D)  employee empowerment 
E)  corporate responsibility 
A)  internal benchmarking 
B)  external benchmarking 
C)  Taguchi concepts 
D)  employee empowerment 
E)  corporate responsibility

Question 10

Pretend that you have just come from a relative's wedding reception. It didn't turn out as well as it should have, and the bride's parents are pretty mad at how things turned out. Use the supplied template to construct a conventional cause-and-effect diagram. Identify twelve sources of defects for the issue "dissatisfied customer of wedding reception caterer." (Your dozen need not be exactly three per main cause, but should be a balanced treatment.) Categorize each cause onto a main cause. Provide brief support for each of your choices.

Accepted Answer

Individual responses may vary considerab

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

A hospital benchmarked against Ferrari Racing in an effort to

Accepted Answer

A)  improve patient handoff quality 
B)  increase surgery prep time 
C)  lengthen surgery duration 
D)  reduce the number of doctors 
E)  all of the above 
A)  improve patient handoff quality 
B)  increase surgery prep time 
C)  lengthen surgery duration 
D)  reduce the number of doctors 
E)  all of the above

Question 13

The goal of inspection is to

Accepted Answer

A)  detect a bad process immediately 
B)  add value to a product or service 
C)  correct deficiencies in products 
D)  correct system deficiencies 
E)  all of the above 
A)  detect a bad process immediately 
B)  add value to a product or service 
C)  correct deficiencies in products 
D)  correct system deficiencies 
E)  all of the above

Question 14

The work by __________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Accepted Answer

The answer of The work by __________ regarding how people...

Question 15

__________ selects a demonstrated standard of performance that represents the very best performance for a process or activity.

Accepted Answer

The answer of __________ selects a demonstrated standard of performance...

Question 16

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 17

The role of quality in limiting a firm's product liability is illustrated by

Accepted Answer

A)  ensuring that contaminated products such as impure foods do not reach customers 
B)  ensuring that products meet standards such as those of the Consumer Product Safety Act 
C)  designing safe products to limit possible harm to consumers 
D)  using processes that make products as safe or as durable as their design specifications call for 
E)  All of the above are valid. 
A)  ensuring that contaminated products such as impure foods do not reach customers 
B)  ensuring that products meet standards such as those of the Consumer Product Safety Act 
C)  designing safe products to limit possible harm to consumers 
D)  using processes that make products as safe or as durable as their design specifications call for 
E)  All of the above are valid.

Question 18

Which of the following is False regarding control charts?

Accepted Answer

A)  Values above the upper control limits always imply that the product's quality is exceeding expectations. 
B)  Control charts are built so that new data can be quickly compared to past performance data. 
C)  Control charts graphically present data. 
D)  Control charts plot data over time. 
E)  None of the above is False. 
A)  Values above the upper control limits always imply that the product's quality is exceeding expectations. 
B)  Control charts are built so that new data can be quickly compared to past performance data. 
C)  Control charts graphically present data. 
D)  Control charts plot data over time. 
E)  None of the above is False.

Question 19

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Accepted Answer

A) True 
 B)False

Question 20

Perform a Pareto analysis on the following information:
 $$\begin{array} { | l | l | } 
\hline \text { Reason for unsatisfying check-out at store } & \text { Frequency } \
\hline \text { Unfriendly cashier } & 27 \
\hline \text { Incorrect change } & 4 \
\hline \text { Cashier too slow } & 9 \
\hline \text { Price check } & 34 \
\hline \text { Poorly bagged merchandise } & 2 \
\hline \text { Slow receiving check approval } & 3 \
\hline
\end{array}$$

Accepted Answer

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

Exam 6: Managing Quality

Arnold Palmer Hospital uses __________ to seek new ways to reduce readmission rates.

All of the following costs are likely to decrease as a result of better quality except

Total quality management emphasizes

A fishbone diagram is also known as a

Create a Pareto Chart for the following mistakes made in grading an exam. Cause Frequency Incorrect Sum 35 Question marked wrong was right 3 Question marked right was wrong 4 Partial Credit not consistent 58

A cause-and-effect diagram helps identify the source of a problem.

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a

A Three Sigma program has how many defects per million?

One of Britain's largest children's hospitals working with Ferrari Racing is an example of

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

A hospital benchmarked against Ferrari Racing in an effort to

The goal of inspection is to

The work by __________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

__________ selects a demonstrated standard of performance that represents the very best performance for a process or activity.

The role of quality in limiting a firm's product liability is illustrated by

Which of the following is False regarding control charts?

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Perform a Pareto analysis on the following information: Reason for unsatisfying check-out at store Frequency Unfriendly cashier 27 Incorrect change 4 Cashier too slow 9 Price check 34 Poorly bagged merchandise 2 Slow receiving check approval 3

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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