Question 1

A tool that depicts process variation graphically is a(n):

Accepted Answer

A)  affinity diagram. 
B)  checklist. 
C)  control chart. 
D)  flowchart. 
E)  relationship diagram. 
A)  affinity diagram. 
B)  checklist. 
C)  control chart. 
D)  flowchart. 
E)  relationship diagram.

Question 2

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Accepted Answer

A) True 
 B)False

Question 3

Regardless of superior quality, consumers will not pay premium prices.

Accepted Answer

A) True 
 B)False

Question 4

High quality and low prices are both considered to be dimensions of quality.

Accepted Answer

A) True 
 B)False

Question 5

When considering service quality, convenience often is a major factor.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is not an element of TQM?

Accepted Answer

A)  continuous improvement 
B)  competitive benchmarking 
C)  employee empowerment 
D)  team approach 
E)  quality management as a specialized function within the firm 
A)  continuous improvement 
B)  competitive benchmarking 
C)  employee empowerment 
D)  team approach 
E)  quality management as a specialized function within the firm

Question 7

Product design choices are usually the result of inputs from accounting and human resources.

Accepted Answer

A) True 
 B)False

Question 8

Focusing attention on the most important problem areas is referred to as:

Accepted Answer

A)  quality circles. 
B)  quality assurance. 
C)  brainstorming. 
D)  Pareto analysis. 
E)  cause-and-effect analysis. 
A)  quality circles. 
B)  quality assurance. 
C)  brainstorming. 
D)  Pareto analysis. 
E)  cause-and-effect analysis.

Question 9

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Accepted Answer

A) True 
 B)False

Question 10

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Accepted Answer

A) True 
 B)False

Question 13

The Deming Prize was established by the:

Accepted Answer

A)  American Statistical Association. 
B)  Japanese. 
C)  North American Free Trade Association. 
D)  American Quality Society. 
E)  World Trade Organization. 
A)  American Statistical Association. 
B)  Japanese. 
C)  North American Free Trade Association. 
D)  American Quality Society. 
E)  World Trade Organization.

Question 14

The "Control" phase of DMAIC is intended to ensure that:

Accepted Answer

A)  the proper subset of process inputs are monitored. 
B)  variability reduction is pursued. 
C)  data analysis is overseen. 
D)  inputs are closely monitored. 
E)  improvements are sustained. 
A)  the proper subset of process inputs are monitored. 
B)  variability reduction is pursued. 
C)  data analysis is overseen. 
D)  inputs are closely monitored. 
E)  improvements are sustained.

Question 15

There is a positive link between quality and productivity.

Accepted Answer

A) True 
 B)False

Question 16

When an organization comes to the realization that there are quality problems in products that are already in service, ethical approaches include:
(I) divulging the information to the public at large.
(II) recalling, if possible, affected products.
(III) handling complaints on an individual rather than a systemic basis.

Accepted Answer

A)  I and III 
B)  I and II 
C)  II and III 
D)  I, II, and III 
E)  Neither I, II, nor III 
A)  I and III 
B)  I and II 
C)  II and III 
D)  I, II, and III 
E)  Neither I, II, nor III

Question 17

The Baldrige Award is based on seven categories. Which is not one of those?

Accepted Answer

A)  relative profitability 
B)  strategic planning 
C)  human resource focus 
D)  information and analysis 
E)  leadership 
A)  relative profitability 
B)  strategic planning 
C)  human resource focus 
D)  information and analysis 
E)  leadership

Question 18

Giving workers responsibility for quality improvements and authority to make changes is known as:

Accepted Answer

A)  continuous improvement. 
B)  passing the buck. 
C)  benchmarking. 
D)  employee empowerment. 
E)  employee involvement. 
A)  continuous improvement. 
B)  passing the buck. 
C)  benchmarking. 
D)  employee empowerment. 
E)  employee involvement.

Question 19

ISO certification is similar to the Baldrige Award in its emphasis on:

Accepted Answer

A)  statistical tools. 
B)  self-appraisal. 
C)  teamwork. 
D)  outsourcing. 
E)  services. 
A)  statistical tools. 
B)  self-appraisal. 
C)  teamwork. 
D)  outsourcing. 
E)  services.

Question 20

The typical difference between quality circles and continuous improvement teams is:

Accepted Answer

A)  quality circles work on product design only. 
B)  continuous improvement teams work on product and process design. 
C)  continuous improvement teams use only engineers, while quality circles use just the workers doing the work. 
D)  the amount of employee empowerment. 
E)  There is no difference-they are the same. 
A)  quality circles work on product design only. 
B)  continuous improvement teams work on product and process design. 
C)  continuous improvement teams use only engineers, while quality circles use just the workers doing the work. 
D)  the amount of employee empowerment. 
E)  There is no difference-they are the same.

Exam 9: Management of Quality

A tool that depicts process variation graphically is a(n):

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Regardless of superior quality, consumers will not pay premium prices.

High quality and low prices are both considered to be dimensions of quality.

When considering service quality, convenience often is a major factor.

Which of the following is not an element of TQM?

Product design choices are usually the result of inputs from accounting and human resources.

Focusing attention on the most important problem areas is referred to as:

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

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

User instructions and follow-up services after delivery are important elements of overall product or service quality.

The Deming Prize was established by the:

The "Control" phase of DMAIC is intended to ensure that:

There is a positive link between quality and productivity.

The Baldrige Award is based on seven categories. Which is not one of those?

Giving workers responsibility for quality improvements and authority to make changes is known as:

ISO certification is similar to the Baldrige Award in its emphasis on:

The typical difference between quality circles and continuous improvement teams is:

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