Question 1

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

Accepted Answer

A) True 
 B)False  False

Question 2

The quality certification that deals primarily with conformance to customer requirements is ISO __________; ISO __________ is concerned primarily with the organization's effect on the environment.

Accepted Answer

A)  9000; 14000 
B)  24700; 9000 
C)  14000; 9000 
D)  9000; 24700 
E)  14000; 24700 
A)  9000; 14000 
B)  24700; 9000 
C)  14000; 9000 
D)  9000; 24700 
E)  14000; 24700 A

Question 3

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

Accepted Answer

A)  increasing customer satisfaction 
B)  reducing waste 
C)  achieving higher quality 
D)  identifying the cause of a problem 
E)  All are the goals 
A)  increasing customer satisfaction 
B)  reducing waste 
C)  achieving higher quality 
D)  identifying the cause of a problem 
E)  All are the goals D

Question 4

TQM stands for:

Accepted Answer

A)  Taguchi Quality Methods. 
B)  Tactical Quality Measurements. 
C)  The Quality Matrix. 
D)  Total Quality Management. 
E)  Total Quantity Measurement. 
A)  Taguchi Quality Methods. 
B)  Tactical Quality Measurements. 
C)  The Quality Matrix. 
D)  Total Quality Management. 
E)  Total Quantity Measurement.

Question 5

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 6

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 7

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Accepted Answer

A) True 
 B)False

Question 8

The four dimensions of quality that are sometimes used to determine fitness for use of a product are:

Accepted Answer

A)  performance, special features, durability, and service after sale. 
B)  performance, special features, conformance, and reliability. 
C)  special features, conformance, reliability, and durability. 
D)  performance, conformance, reliability, and durability. 
E)  special features, conformance, durability, and service after sale. 
A)  performance, special features, durability, and service after sale. 
B)  performance, special features, conformance, and reliability. 
C)  special features, conformance, reliability, and durability. 
D)  performance, conformance, reliability, and durability. 
E)  special features, conformance, durability, and service after sale.

Question 9

Quality planning and administration, quality training, and quality control procedures 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 10

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

Accepted Answer

A) True 
 B)False

Question 11

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 12

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 13

A quality circle is a cross-functional team focused on quality.

Accepted Answer

A) True 
 B)False

Question 14

The PDSA cycle forms the conceptual basis for continuous improvement.

Accepted Answer

A) True 
 B)False

Question 15

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 16

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

Accepted Answer

A) True 
 B)False

Question 17

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

Accepted Answer

A) True 
 B)False

Question 18

The customer is the focal point and customer satisfaction is the driving force in quality management.

Accepted Answer

A) True 
 B)False

Question 19

Before a dimension of quality can be made operationally useful, it must be restated in some ___________ form.

Accepted Answer

A)  qualitative 
B)  manipulative 
C)  certifiable 
D)  measurable 
E)  marketable 
A)  qualitative 
B)  manipulative 
C)  certifiable 
D)  measurable 
E)  marketable

Question 20

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

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

The quality certification that deals primarily with conformance to customer requirements is ISO __________; ISO __________ is concerned primarily with the organization's effect on the environment.

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

TQM stands for:

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

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

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

The four dimensions of quality that are sometimes used to determine fitness for use of a product are:

Quality planning and administration, quality training, and quality control procedures are examples of:

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

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.

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

A quality circle is a cross-functional team focused on quality.

The PDSA cycle forms the conceptual basis for continuous improvement.

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

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

The customer is the focal point and customer satisfaction is the driving force in quality management.

Before a dimension of quality can be made operationally useful, it must be restated in some ___________ form.

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Introduction to Operations Management

Competitiveness, Strategy, and Productivity

Forecasting

Product and Service Design

Extension: Reliability

Strategic Capacity Planning for Products and Services

Extension: Decision Theory

Process Selection and Facility Layout

Work Design and Measurement

Extension: Learning Curves

Location Planning and Analysis

Extension: The Transportation Model

Quality Control

Extension: Acceptance Sampling

Aggregate Planning and Master Scheduling

MRP and ERP

Inventory Management

Jit and Lean Operations

Extension: Maintenance

Supply Chain Management

Scheduling

Project Management

Management of Waiting Lines

Linear Programming

Filters

The quality certification that deals primarily with conformance to customer requirements is ISO ; ISO is concerned primarily with the organization's effect on the environment.