Question 1

Explain how a Pareto chart can identify the most important causes of errors in a process.

Accepted Answer

There will generally be some c

Question 2

__________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

Accepted Answer

The answer of __________ are graphical presentations of data over...

Question 3

Stakeholders who are affected by the production and marketing of poor quality products include

Accepted Answer

A)  stockholders, employees, and customers 
B)  suppliers and creditors, but not distributors 
C)  only stockholders, creditors, and owners 
D)  suppliers and distributors, but not customers 
E)  only stockholders and organizational executives and managers 
A)  stockholders, employees, and customers 
B)  suppliers and creditors, but not distributors 
C)  only stockholders, creditors, and owners 
D)  suppliers and distributors, but not customers 
E)  only stockholders and organizational executives and managers

Question 4

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

Accepted Answer

A)  Ishikawa diagram 
B)  Pareto chart 
C)  process chart 
D)  control charts 
E)  activity chart 
A)  Ishikawa diagram 
B)  Pareto chart 
C)  process chart 
D)  control charts 
E)  activity chart

Question 5

Which of the determinants of service quality involves having the customer's best interests at heart?

Accepted Answer

A)  access 
B)  courtesy 
C)  credibility 
D)  responsiveness 
E)  tangibles 
A)  access 
B)  courtesy 
C)  credibility 
D)  responsiveness 
E)  tangibles

Question 6

Construct a cause and effect chart for a missed field goal late in a football game with at least three aspects for each M.

Accepted Answer

Responses should include the 4M's of Man

Question 7

Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Accepted Answer

A) True 
 B)False

Question 8

Line employees need the knowledge of TQM tools.

Accepted Answer

A) True 
 B)False

Question 9

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 10

A refrigeration and heating company-one that installs and repairs home central air and heating systems-has asked your advice on how to analyze their service quality. They have logged customer complaints. Here's a recent sampling. Use the supplied template to construct a conventional cause-and-effect diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary. 1. "I was overcharged-your labor rates are too high." 2. "The repairman left trash where he was working." 3. "You weren't here when you said you would be. You should call when you must be late." 4. "Your repairman smoked in my house."5. "The part you installed is not as good as the factory original." 6. "Your repairman was here for over two hours, but he wasn't taking his work seriously."7. "You didn't tighten some of the fittings properly-the system's leaking." 8. "Your estimate of repair costs was WAY off." 9. "I called you to do an annual inspection, but you've done more-work that I didn't authorize."10. "Your mechanic is just changing parts-he doesn't have a clue what's really wrong." 11. "Your bill has only a total-I wanted to see detail billing." 12. "Your testing equipment isn't very new-are you sure you've diagnosed the problem?
"13. "One of the workmen tracked mud into my living room."

Accepted Answer

Individual responses may vary. A typical

Question 11

Building high-morale organizations and building communication networks that include employees are both elements of

Accepted Answer

A)  ISO 9000 certification 
B)  Six Sigma certification 
C)  employee empowerment 
D)  Taguchi methods 
E)  the tools of TQM 
A)  ISO 9000 certification 
B)  Six Sigma certification 
C)  employee empowerment 
D)  Taguchi methods 
E)  the tools of TQM

Question 12

PDCA is most often applied in regard to which aspect of TQM?

Accepted Answer

A)  Six Sigma 
B)  Employee Empowerment 
C)  Continuous Improvement 
D)  Benchmarking 
E)  JIT 
A)  Six Sigma 
B)  Employee Empowerment 
C)  Continuous Improvement 
D)  Benchmarking 
E)  JIT

Question 13

One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.

Accepted Answer

A) True 
 B)False

Question 14

State the American Society for Quality's definition of quality. Of the three "flavors" or categories of quality definitions, which type is it?
 Explain.

Accepted Answer

Quality is the totality of features and

Question 15

Marketing issues such as advertising, image, and promotion are important to quality because

Accepted Answer

A)  they define for consumers the tangible elements of a service 
B)  the intangible attributes of a product (including any accompanying service) may not be defined by the consumer 
C)  they educate consumers on how to use the product 
D)  they make the product seem more valuable than it really is 
E)  they raise expenses and therefore decrease profitability 
A)  they define for consumers the tangible elements of a service 
B)  the intangible attributes of a product (including any accompanying service) may not be defined by the consumer 
C)  they educate consumers on how to use the product 
D)  they make the product seem more valuable than it really is 
E)  they raise expenses and therefore decrease profitability

Question 16

The philosophy of zero defects is

Accepted Answer

A)  the result of Deming's research 
B)  unrealistic 
C)  prohibitively costly 
D)  an ultimate goal; in practice, 1 to 2% defects is acceptable 
E)  consistent with the commitment to continuous improvement 
A)  the result of Deming's research 
B)  unrealistic 
C)  prohibitively costly 
D)  an ultimate goal; in practice, 1 to 2% defects is acceptable 
E)  consistent with the commitment to continuous improvement

Question 17

"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of

Accepted Answer

A)  W. Edwards Deming 
B)  Joseph M. Juran 
C)  Philip B. Crosby 
D)  Crosby, Stills, and Nash 
E)  Armand Feigenbaum 
A)  W. Edwards Deming 
B)  Joseph M. Juran 
C)  Philip B. Crosby 
D)  Crosby, Stills, and Nash 
E)  Armand Feigenbaum

Question 18

Which of the following statements is not true?

Accepted Answer

A)  Self-promotion is not a substitute for quality products. 
B)  Inferior products harm a firm's profitability and a nation's balance of payments. 
C)  Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. 
D)  Quality-be it good or bad-will show up in perceptions about a firm's new products, employment practices, and supplier relations. 
E)  Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards. 
A)  Self-promotion is not a substitute for quality products. 
B)  Inferior products harm a firm's profitability and a nation's balance of payments. 
C)  Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. 
D)  Quality-be it good or bad-will show up in perceptions about a firm's new products, employment practices, and supplier relations. 
E)  Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.

Question 19

Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that it begins to achieve "six-sigma" quality, which of the following phenomena will result?

Accepted Answer

A)  The average number of defects will be cut in half. 
B)  The specification limits will be moved twice as far from the mean. 
C)  The average number of defects will be cut by 99.9997%. 
D)  The average number of defects will be cut by 99.87%. 
E)  The average number of defects will be cut by 99.73%. 
A)  The average number of defects will be cut in half. 
B)  The specification limits will be moved twice as far from the mean. 
C)  The average number of defects will be cut by 99.9997%. 
D)  The average number of defects will be cut by 99.87%. 
E)  The average number of defects will be cut by 99.73%.

Question 20

Which of the following statements regarding Arnold Palmer Hospital is False?

Accepted Answer

A)  The hospital uses a wide range of quality management techniques. 
B)  The culture of quality at the hospital includes employees at all levels. 
C)  The hospital scores very highly in national studies of patient satisfaction. 
D)  The hospital's high quality is measured by low readmission rates, not patient satisfaction. 
E)  The design of patient rooms, even wall colors, reflects the hospital's culture of quality. 
A)  The hospital uses a wide range of quality management techniques. 
B)  The culture of quality at the hospital includes employees at all levels. 
C)  The hospital scores very highly in national studies of patient satisfaction. 
D)  The hospital's high quality is measured by low readmission rates, not patient satisfaction. 
E)  The design of patient rooms, even wall colors, reflects the hospital's culture of quality.

Exam 6: Managing Quality

Explain how a Pareto chart can identify the most important causes of errors in a process.

__________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

Stakeholders who are affected by the production and marketing of poor quality products include

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

Which of the determinants of service quality involves having the customer's best interests at heart?

Construct a cause and effect chart for a missed field goal late in a football game with at least three aspects for each M.

Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Line employees need the knowledge of TQM tools.

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.

Building high-morale organizations and building communication networks that include employees are both elements of

PDCA is most often applied in regard to which aspect of TQM?

One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.

State the American Society for Quality's definition of quality. Of the three "flavors" or categories of quality definitions, which type is it? Explain.

Marketing issues such as advertising, image, and promotion are important to quality because

The philosophy of zero defects is

"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of

Which of the following statements is not true?

Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that it begins to achieve "six-sigma" quality, which of the following phenomena will result?

Which of the following statements regarding Arnold Palmer Hospital is False?

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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