Question 1

The PDSA cycle forms the conceptual basis for continuous improvement.

Accepted Answer

A) True 
 B)False

Question 2

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Accepted Answer

A) True 
 B)False

Question 3

Customer expectations tend to change over time, affecting their perception of service quality.

Accepted Answer

A) True 
 B)False

Question 4

Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.

Accepted Answer

A) True 
 B)False

Question 5

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Accepted Answer

A) True 
 B)False

Question 6

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

Accepted Answer

A) True 
 B)False

Question 7

Because courtesy is subjective, it cannot be considered a factor in service quality.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

To minimize quality risks, which of the following would be least likely to be outsourced to less-developed countries?

Accepted Answer

A)  rubber processing 
B)  repetitive assembly 
C)  packaging 
D)  pharmaceuticals 
E)  steel manufacturing 
A)  rubber processing 
B)  repetitive assembly 
C)  packaging 
D)  pharmaceuticals 
E)  steel manufacturing

Question 10

There is a positive link between quality and productivity.

Accepted Answer

A) True 
 B)False

Question 11

Giving workers responsibility for quality improvements and authority to make changes is known as:

Accepted Answer

A)  continuous improvement. 
B)  passing the buck. 
C)  benchmarking. 
D)  employee empowerment. 
E)  employee involvement. 
A)  continuous improvement. 
B)  passing the buck. 
C)  benchmarking. 
D)  employee empowerment. 
E)  employee involvement.

Question 12

The dimensions of quality are important for products but are not applicable in service organizations.

Accepted Answer

A) True 
 B)False

Question 13

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Accepted Answer

A) True 
 B)False

Question 14

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

Accepted Answer

A)  Pareto analysis. 
B)  benchmarking. 
C)  brainstorming. 
D)  a control chart. 
E)  a check sheet. 
A)  Pareto analysis. 
B)  benchmarking. 
C)  brainstorming. 
D)  a control chart. 
E)  a check sheet.

Question 15

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Accepted Answer

A) True 
 B)False

Question 16

ISO certification is similar to the Baldrige Award in its emphasis on:

Accepted Answer

A)  statistical tools. 
B)  self-appraisal. 
C)  teamwork. 
D)  outsourcing. 
E)  services. 
A)  statistical tools. 
B)  self-appraisal. 
C)  teamwork. 
D)  outsourcing. 
E)  services.

Question 17

When considering service quality, convenience often is a major factor.

Accepted Answer

A) True 
 B)False

Question 18

Warranty service, processing of complaints, and costs of litigation 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 19

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 20

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

Exam 13: Management of Quality

The PDSA cycle forms the conceptual basis for continuous improvement.

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Customer expectations tend to change over time, affecting their perception of service quality.

Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

Because courtesy is subjective, it cannot be considered a factor in service quality.

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

To minimize quality risks, which of the following would be least likely to be outsourced to less-developed countries?

There is a positive link between quality and productivity.

Giving workers responsibility for quality improvements and authority to make changes is known as:

The dimensions of quality are important for products but are not applicable in service organizations.

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

ISO certification is similar to the Baldrige Award in its emphasis on:

When considering service quality, convenience often is a major factor.

Warranty service, processing of complaints, and costs of litigation are examples of:

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

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

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