Exam 9: Management of Quality

The Malcolm Baldrige National Quality Award aims to: (I) publicize successful quality programs. (II) recognize quality achievements of U.S. companies. (III) stimulate efforts to improve quality. (IV) distribute the grant money available for improved quality.

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

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

Lost production time, scrap, and rework are examples of:

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem:

An organization achieves quality by consistently meeting its competitors' standards.

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

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

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

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

The primary difference between internal failures and external failures is time and place of discovery of the failure.

The process of identifying other organizations that are best at some facet of your operations, and then modeling your organization after them is known as:

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

In addition to correcting substandard work, employees have an ethical obligation to __________ whatever led to the quality problem as well.

Deciding how much to invest in the prevention of defects can be analyzed using:

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

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

The Baldrige award can only be won by manufacturing organizations.

Focusing a supply chain on ________________ is a modern way of ensuring high-quality inputs and a ready supply of process-improvement ideas.

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.