Question 1

Which is not a cost of quality?

Accepted Answer

A)  prevention cost 
B)  external failure 
C)  extended service contracts 
D)  internal failure 
E)  appraisal costs 
A)  prevention cost 
B)  external failure 
C)  extended service contracts 
D)  internal failure 
E)  appraisal costs

Question 2

ISO standards aid in transferring technology to developing countries.

Accepted Answer

A) True 
 B)False

Question 3

Costs of inspectors, testing, test equipment, and labs 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 4

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

Accepted Answer

A) True 
 B)False

Question 5

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False

Question 6

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

Accepted Answer

A) True 
 B)False

Question 7

Six sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 8

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 9

A chart showing the number of occurrences by category would be used in:

Accepted Answer

A)  Pareto analysis. 
B)  interviewing. 
C)  cause-and-effect diagrams. 
D)  benchmarking. 
E)  quality function deployment. 
A)  Pareto analysis. 
B)  interviewing. 
C)  cause-and-effect diagrams. 
D)  benchmarking. 
E)  quality function deployment.

Question 10

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Accepted Answer

A) True 
 B)False

Question 11

In order for TQM to be successful, it is essential that most of the organization be:

Accepted Answer

A)  members of quality circles. 
B)  under contract. 
C)  ISO certified. 
D)  trained in error detection techniques. 
E)  in agreement with the philosophy and its goals. 
A)  members of quality circles. 
B)  under contract. 
C)  ISO certified. 
D)  trained in error detection techniques. 
E)  in agreement with the philosophy and its goals.

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

Loss of business, liability, productivity, and costs are consequences of:

Accepted Answer

A)  labor unions. 
B)  globalization. 
C)  poor quality. 
D)  robotics. 
E)  micro-factories. 
A)  labor unions. 
B)  globalization. 
C)  poor quality. 
D)  robotics. 
E)  micro-factories.

Question 14

So long as quality input resources are used to make a product, we can expect quality output from the process.

Accepted Answer

A) True 
 B)False

Question 15

Cause-and-effect diagrams are sometimes called:

Accepted Answer

A)  Pareto diagrams. 
B)  fishbone (Ishikawa) diagrams. 
C)  run charts. 
D)  control charts. 
E)  responsibility charts. 
A)  Pareto diagrams. 
B)  fishbone (Ishikawa) diagrams. 
C)  run charts. 
D)  control charts. 
E)  responsibility charts.

Question 16

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

Question 17

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 18

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)  simo chart. 
A)  control chart. 
B)  Pareto chart. 
C)  check sheet. 
D)  flowchart. 
E)  simo chart.

Question 19

ISO certification differs substantially from the Baldrige Award in that it:

Accepted Answer

A)  focuses primarily on quality teams. 
B)  emphasizes self-appraisal. 
C)  is an ongoing process. 
D)  is customer-driven. 
E)  is national rather than international. 
A)  focuses primarily on quality teams. 
B)  emphasizes self-appraisal. 
C)  is an ongoing process. 
D)  is customer-driven. 
E)  is national rather than international.

Question 20

Quality at the source means returning all defects to the source-our vendors.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

Which is not a cost of quality?

ISO standards aid in transferring technology to developing countries.

Costs of inspectors, testing, test equipment, and labs are examples of:

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

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

Six sigma programs have both management and technical components.

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

A chart showing the number of occurrences by category would be used in:

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

In order for TQM to be successful, it is essential that most of the organization be:

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

Loss of business, liability, productivity, and costs are consequences of:

So long as quality input resources are used to make a product, we can expect quality output from the process.

Cause-and-effect diagrams are sometimes called:

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

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

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

ISO certification differs substantially from the Baldrige Award in that it:

Quality at the source means returning all defects to the source-our vendors.

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