Question 1

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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 4

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 5

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 6

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 7

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 8

In addition to correcting substandard work, employees have an ethical obligation to __________ the quality problem as well.

Accepted Answer

A)  prevent 
B)  offset 
C)  report 
D)  standardize 
E)  redesign 
A)  prevent 
B)  offset 
C)  report 
D)  standardize 
E)  redesign

Question 9

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 10

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 11

Which of the following raises quality risks?

Accepted Answer

A)  currency fluctuations 
B)  outsourcing to less-developed countries 
C)  empowering employees 
D)  benchmarking 
E)  streamlining the supplier base 
A)  currency fluctuations 
B)  outsourcing to less-developed countries 
C)  empowering employees 
D)  benchmarking 
E)  streamlining the supplier base

Question 12

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Accepted Answer

A)  remediation 
B)  retention 
C)  rework 
D)  repatriation 
E)  reprocessing 
A)  remediation 
B)  retention 
C)  rework 
D)  repatriation 
E)  reprocessing

Question 13

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 14

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Accepted Answer

A) True 
 B)False

Question 15

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Accepted Answer

A) True 
 B)False

Question 16

Convenience, reliability, and assurance are dimensions of service quality.

Accepted Answer

A) True 
 B)False

Question 17

Focusing a supply chain on ________________ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

Accepted Answer

A)  lowest cost per unit sourced 
B)  close, collaborative ties with suppliers 
C)  suppliers that emphasize continuous-flow production 
D)  ISO 14000 customers 
E)  partners pursuing similar strategies 
A)  lowest cost per unit sourced 
B)  close, collaborative ties with suppliers 
C)  suppliers that emphasize continuous-flow production 
D)  ISO 14000 customers 
E)  partners pursuing similar strategies

Question 18

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 19

Which of the following is not a typical goal of process improvement?

Accepted Answer

A)  increasing customer satisfaction 
B)  reducing waste 
C)  achieving higher quality 
D)  increasing market share 
E)  All are the goals 
A)  increasing customer satisfaction 
B)  reducing waste 
C)  achieving higher quality 
D)  increasing market share 
E)  All are the goals

Question 20

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Accepted Answer

A) True 
 B)False

Exam 13: Management of Quality

User instructions and follow-up services after delivery are important elements of overall product or service quality.

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

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 tool that is not used for quality management is a:

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.

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

In addition to correcting substandard work, employees have an ethical obligation to __________ the quality problem as well.

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

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

Which of the following raises quality risks?

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

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

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Convenience, reliability, and assurance are dimensions of service quality.

Focusing a supply chain on ________________ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

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

Which of the following is not a typical goal of process improvement?

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Introduction to Operations Management

Competitiveness

Forecasting

Product and Service Design

RELIABILITY – Static

Strategic Capacity Planning for Products and Services

Decision Theory– Static

Process Selection and Facility Layout

Work Design and Measurement

learning curve– Static

Location Planning and Analysis

The Transportation Model– Static

Quality Control

Acceptance Sampling– Static

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

JIT and Lean Operations

Maintenance– Static

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters