Question 1

TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

Accepted Answer

A) True 
 B)False

Question 2

One of the tools common to all quality efforts is leadership.

Accepted Answer

A) True 
 B)False

Question 3

Failure mode and effect analysis is used in Six-Sigma projects.It involves which of the following?

Accepted Answer

A) Closely examining each rejected part to determine the cause 
B) A careful sampling plan 
C) Calculating a risk priority number for each possible failure 
D) Reporting the effect each failure has had on a customer 
E) Multivariate testing 
A) Closely examining each rejected part to determine the cause 
B) A careful sampling plan 
C) Calculating a risk priority number for each possible failure 
D) Reporting the effect each failure has had on a customer 
E) Multivariate testing

Question 4

Which of the following is an analytical tool used in Six-Sigma quality improvement programs?

Accepted Answer

A) Leadership 
B) Pareto charts 
C) Management by fact 
D) Continuous improvement 
E) Kaizen 
A) Leadership 
B) Pareto charts 
C) Management by fact 
D) Continuous improvement 
E) Kaizen

Question 5

Which of the following is the cost of quality classification for costs such as defects that pass through the system (e.g., customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair)?

Accepted Answer

A) Appraisal costs 
B) Prevention costs 
C) External failure costs 
D) Customer return cost 
E) Workmanship costs 
A) Appraisal costs 
B) Prevention costs 
C) External failure costs 
D) Customer return cost 
E) Workmanship costs

Question 6

The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?

Accepted Answer

A) Instituted a Six-Sigma approach to total quality control. 
B) Demonstrated a high level of product quality. 
C) Demonstrated outstanding quality in their products and processes. 
D) Have a world-class quality control function. 
E) Most significantly improved their product quality levels. 
A) Instituted a Six-Sigma approach to total quality control. 
B) Demonstrated a high level of product quality. 
C) Demonstrated outstanding quality in their products and processes. 
D) Have a world-class quality control function. 
E) Most significantly improved their product quality levels.

Question 7

The philosophical leaders of the quality movement, Philip Crosby, W.Edwards Deming, and Joseph M.Juran, had the same general message about what it took to achieve outstanding quality.Which of the following was part of that message?

Accepted Answer

A) Fourteen steps for quality management 
B) Quality is free 
C) Customer focus 
D) Zero defects 
E) Six Sigma 
A) Fourteen steps for quality management 
B) Quality is free 
C) Customer focus 
D) Zero defects 
E) Six Sigma

Question 8

Which of the following is not a category reported in applying for the Baldrige Award?

Accepted Answer

A) Corporate leadership 
B) Use of statistical quality control tools 
C) Business results 
D) Consumer and market focus 
E) Strategic planning 
A) Corporate leadership 
B) Use of statistical quality control tools 
C) Business results 
D) Consumer and market focus 
E) Strategic planning

Question 9

An operational goal of total quality management is the careful design of the product or service.

Accepted Answer

A) True 
 B)False

Question 10

Conformance quality is a strategic decision for a firm.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not an analytical tool used in Six-Sigma quality improvement programs?

Accepted Answer

A) Flowcharts 
B) Run charts 
C) Control charts 
D) Pareto diagrams 
E) Decision diagrams 
A) Flowcharts 
B) Run charts 
C) Control charts 
D) Pareto diagrams 
E) Decision diagrams

Question 12

DPMO refers to

Accepted Answer

A) defects per million parts 
B) defects per many units 
C) defects per million operations 
D) defects per million opportunities 
E) defects per million 
A) defects per million parts 
B) defects per many units 
C) defects per million operations 
D) defects per million opportunities 
E) defects per million

Question 13

In 1997, the Malcolm Baldrige National Quality Improvement Act established the U.S.annual award for total quality management.

Accepted Answer

A) True 
 B)False

Question 14

A quality guru named Joseph M.Juran defined quality as fitness for use.

Accepted Answer

A) True 
 B)False

Question 15

The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?

Accepted Answer

A) To encourage the spread of statistical quality control 
B) To improve human resource development and management in manufacturing 
C) To help companies review and structure their quality programs 
D) To prove that American firms were competitive in quality 
E) To emphasize the use of quantitative methods in process management 
A) To encourage the spread of statistical quality control 
B) To improve human resource development and management in manufacturing 
C) To help companies review and structure their quality programs 
D) To prove that American firms were competitive in quality 
E) To emphasize the use of quantitative methods in process management

Question 16

Design of experiments (DOE) refers to work done before production of early model prototypes of a new product.

Accepted Answer

A) True 
 B)False

Question 17

An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.

Accepted Answer

A) True 
 B)False

Question 18

Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.

Accepted Answer

A) True 
 B)False

Question 19

A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?

Accepted Answer

A) Define 
B) Measure 
C) Analyze 
D) Improve 
E) Control 
A) Define 
B) Measure 
C) Analyze 
D) Improve 
E) Control

Question 20

Which of the following are eligible companies to be considered for the Baldrige award?

Accepted Answer

A) Auditing firms 
B) Offshore suppliers to U.S.companies 
C) Firms operating only outside the U.S. 
D) State government agencies 
E) None of these 
A) Auditing firms 
B) Offshore suppliers to U.S.companies 
C) Firms operating only outside the U.S. 
D) State government agencies 
E) None of these

Exam 12: Six Sigma Quality

TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

One of the tools common to all quality efforts is leadership.

Failure mode and effect analysis is used in Six-Sigma projects.It involves which of the following?

Which of the following is an analytical tool used in Six-Sigma quality improvement programs?

Which of the following is the cost of quality classification for costs such as defects that pass through the system (e.g., customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair)?

The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?

The philosophical leaders of the quality movement, Philip Crosby, W.Edwards Deming, and Joseph M.Juran, had the same general message about what it took to achieve outstanding quality.Which of the following was part of that message?

Which of the following is not a category reported in applying for the Baldrige Award?

An operational goal of total quality management is the careful design of the product or service.

Conformance quality is a strategic decision for a firm.

Which of the following is not an analytical tool used in Six-Sigma quality improvement programs?

DPMO refers to

In 1997, the Malcolm Baldrige National Quality Improvement Act established the U.S.annual award for total quality management.

A quality guru named Joseph M.Juran defined quality as fitness for use.

The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?

Design of experiments (DOE) refers to work done before production of early model prototypes of a new product.

An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.

Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.

A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?

Which of the following are eligible companies to be considered for the Baldrige award?

Introduction

Strategy

Project Management

Design of Products and Services

Strategic Capacity Management

Learning Curves

Manufacturing Processes

Facility Layout

Service Processes

Waiting Line Analysis and Simulation

Process Design and Analysis

Statistical Quality Control

Lean Supply Chains

Logistics Distribution, and Transportation

Global Sourcing and Procurement

Enterprise Resource Planning Systems

Forecasting

Sales and Operations Planning

Inventory Management

Material Requirements Planning

Workcenter Scheduling

Theory of Constraints

Health Care

Operations Consulting

Filters