Question 1

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 2

Reducing the variations in our product or service is an important key to perceived quality.

Accepted Answer

A) True 
 B)False

Question 3

The quality control improvement tool that resembles a "fishbone" is:

Accepted Answer

A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods. 
A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods.

Question 4

Managers have obligations to a wide variety of stakeholders such as shareholders, employees, and customers. When considering outsourcing production to offshore suppliers, managers have to weigh:
(I) cost benefits that might make shareholders wealthier.
(II) quality issues that might make firms less productive and/or products riskier.
(III) the investments already tied up in relationships with existing suppliers.

Accepted Answer

A)  I 
B)  II 
C)  III 
D)  I and II only 
E)  I, II, and III 
A)  I 
B)  II 
C)  III 
D)  I and II only 
E)  I, II, and III

Question 5

Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information.

Accepted Answer

A) True 
 B)False

Question 6

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Accepted Answer

A) True 
 B)False

Question 7

Among the guiding principles of six sigma are:
(I) Reduction of variation is an important goal.
(II) Valid measurement is critical.
(III) Outputs determine inputs.
(IV) We should focus on those critical few influences on our quality.

Accepted Answer

A)  I, II, and IV only 
B)  II and IV only 
C)  I and III only 
D)  I, II, III, and IV 
E)  III only 
A)  I, II, and IV only 
B)  II and IV only 
C)  I and III only 
D)  I, II, III, and IV 
E)  III only

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

Six sigma programs involve both __________ and __________ components.

Accepted Answer

A)  probabilistic; deterministic 
B)  logistical; managerial 
C)  statistical; probabilistic 
D)  managerial; technical 
E)  local; global 
A)  probabilistic; deterministic 
B)  logistical; managerial 
C)  statistical; probabilistic 
D)  managerial; technical 
E)  local; global

Question 10

Serviceability, conformance, and reliability are dimensions of product quality.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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 13

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is:

Accepted Answer

A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods. 
A)  brainstorming. 
B)  check sheets. 
C)  Pareto analysis. 
D)  cause-and-effect diagrams. 
E)  fail-safe methods.

Question 14

A quality circle is:

Accepted Answer

A)  responsible for quality. 
B)  total quality control. 
C)  an inspection stamp found on meat. 
D)  a voluntary group of employees. 
E)  a team of customers and their contacts within the company. 
A)  responsible for quality. 
B)  total quality control. 
C)  an inspection stamp found on meat. 
D)  a voluntary group of employees. 
E)  a team of customers and their contacts within the company.

Question 15

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

Accepted Answer

A) True 
 B)False

Question 16

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 17

Management behaviors supporting an organizational culture that encourages continuous improvement include which of the following?
(I) Develop a vision statement for the organization.
(II) Develop a reward system that promotes the philosophy.
(III) Institute continuous training programs.
(IV) Make decisions that adhere to the philosophy.

Accepted Answer

A)  I, II, and IV 
B)  I, II, III, and IV 
C)  I and III 
D)  II, III, and IV 
E)  II and IV 
A)  I, II, and IV 
B)  I, II, III, and IV 
C)  I and III 
D)  II, III, and IV 
E)  II and IV

Question 18

ISO 9000 currently requires _____ of a certified organization.

Accepted Answer

A)  quarterly reporting 
B)  product diversity 
C)  annual audits 
D)  a minimum of four supervisory levels 
E)  continuous improvement 
A)  quarterly reporting 
B)  product diversity 
C)  annual audits 
D)  a minimum of four supervisory levels 
E)  continuous improvement

Question 19

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 20

ISO 9000 standards do not have a requirement for:

Accepted Answer

A)  resource. 
B)  remedial. 
C)  systems. 
D)  training. 
E)  management. 
A)  resource. 
B)  remedial. 
C)  systems. 
D)  training. 
E)  management.

Exam 9: Management of Quality

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

Reducing the variations in our product or service is an important key to perceived quality.

The quality control improvement tool that resembles a "fishbone" is:

Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information.

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Among the guiding principles of six sigma are: (I) Reduction of variation is an important goal. (II) Valid measurement is critical. (III) Outputs determine inputs. (IV) We should focus on those critical few influences on our quality.

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

Six sigma programs involve both __________ and __________ components.

Serviceability, conformance, and reliability are dimensions of product quality.

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

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.

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is:

A quality circle is:

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

Which of the following raises quality risks?

ISO 9000 currently requires _____ of a certified organization.

A tool that is not used for quality management is a:

ISO 9000 standards do not have a requirement for:

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

Six sigma programs involve both and components.