Question 1

Deming emphasized the use of statistical quality control techniques to reduce variability in the output of a process.

Accepted Answer

A) True 
 B)False  True

Question 2

The cost of achieving poor quality includes

Accepted Answer

A) prevention costs. 
B) appraisal costs. 
C) internal failure costs. 
D) All of these answer choices are correct. 
A) prevention costs. 
B) appraisal costs. 
C) internal failure costs. 
D) All of these answer choices are correct. B

Question 3

The primary means for gathering information from customers and measuring customer satisfaction is

Accepted Answer

A) a sampling program. 
B) a phone interview. 
C) feedback from competitors. 
D) a survey. 
A) a sampling program. 
B) a phone interview. 
C) feedback from competitors. 
D) a survey. D

Question 4

A ____________________ is a system that achieves customer satisfaction and complements other company systems.

Accepted Answer

A) quality management system 
B) total quality system 
C) quality productivity system 
D) None of these answer choices is correct. 
A) quality management system 
B) total quality system 
C) quality productivity system 
D) None of these answer choices is correct.

Question 5

The degree to which a product meets pre-established standards is known as

Accepted Answer

A) conformance. 
B) performance. 
C) reliability. 
D) None of these answer choices is correct. 
A) conformance. 
B) performance. 
C) reliability. 
D) None of these answer choices is correct.

Question 6

______ failure costs include scrap,rework,and downtime.

Accepted Answer

A) External 
B) Internal 
C) Process 
D) System 
A) External 
B) Internal 
C) Process 
D) System

Question 7

From the producer's perspective,quality is determined by what the consumer wants and is willing to pay for.

Accepted Answer

A) True 
 B)False

Question 8

A production process consists of the following four stages with the average percentage of good quality at each stage as shown.   What is the daily production yield for the company if daily input is 200 units?

Accepted Answer

A) 192 units 
B) 188 units 
C) 184 units 
D) 156 units 
A) 192 units 
B) 188 units 
C) 184 units 
D) 156 units

Question 9

Quality of performance relates to the basic operating characteristics of a product.

Accepted Answer

A) True 
 B)False

Question 10

The Baldridge Award was created in 1987 to _________________ in the U.S.

Accepted Answer

A) stimulate growth of quality management 
B) stimulate economic growth 
C) recognize the best quality gurus 
D) None of these answer choices is correct. 
A) stimulate growth of quality management 
B) stimulate economic growth 
C) recognize the best quality gurus 
D) None of these answer choices is correct.

Question 11

The customer of ________________ firm(s)interacts directly with the production process.

Accepted Answer

A) a service 
B) a manufacturing 
C) both service and manufacturing 
D) None of these answer choices is correct. 
A) a service 
B) a manufacturing 
C) both service and manufacturing 
D) None of these answer choices is correct.

Question 12

The cost of achieving good quality includes

Accepted Answer

A) prevention costs. 
B) internal failure costs. 
C) external failure costs. 
D) None of these answer choices is correct. 
A) prevention costs. 
B) internal failure costs. 
C) external failure costs. 
D) None of these answer choices is correct.

Question 13

A production process has a percentage of good products produced each day (G)of 75% and a percentage of poor-quality products that can be reworked of 50%.The unit processing cost and the rework cost are both $1 per unit.Its quality-productivity ratio,QPR,is __________.

Accepted Answer

A) 79.78 
B) 77.78 
C) 75.79 
D) 73.79 
A) 79.78 
B) 77.78 
C) 75.79 
D) 73.79

Question 14

McDonald's has a reputation for high-quality service resulting from the application of quality management principles.

Accepted Answer

A) True 
 B)False

Question 15

Modern Inc.manufactures low-cost tables at a processing cost of $80 per table.The company produces 100 units per day and averages 90% good quality resulting in 10% defective items.Fifty percent of the defective units are reworked prior to shipment to Modern's distribution center.The rework cost is $10 per unit. If production is increased to 200 units per day,the quality productivity ratio (QPR)is

Accepted Answer

A) approximately 1.00. 
B) approximately 1.10. 
C) approximately 1.20. 
D) approximately 1.30. 
A) approximately 1.00. 
B) approximately 1.10. 
C) approximately 1.20. 
D) approximately 1.30.

Question 16

A(n)____________ is the best level of quality achievement in one company that others seek to match or exceed.

Accepted Answer

A) attribute 
B) target value 
C) benchmark 
D) variable 
A) attribute 
B) target value 
C) benchmark 
D) variable

Question 17

External failure costs include the following costs except __________ costs.

Accepted Answer

A) price-downgrading 
B) product-return 
C) warranty claims 
D) lost sales 
A) price-downgrading 
B) product-return 
C) warranty claims 
D) lost sales

Question 18

With Six Sigma,a teacher and mentor is known as a Green Belt.

Accepted Answer

A) True 
 B)False

Question 19

Making sure that the product meets the design specifications during production is referred to as

Accepted Answer

A) quality of design. 
B) process capability. 
C) fitness for use. 
D) quality of conformance. 
A) quality of design. 
B) process capability. 
C) fitness for use. 
D) quality of conformance.

Question 20

To satisfy a customer's quality requirements companies often require the commitment to quality of their suppliers.

Accepted Answer

A) True 
 B)False

Exam 3: Quality Management

Deming emphasized the use of statistical quality control techniques to reduce variability in the output of a process.

The cost of achieving poor quality includes

The primary means for gathering information from customers and measuring customer satisfaction is

A ____________________ is a system that achieves customer satisfaction and complements other company systems.

The degree to which a product meets pre-established standards is known as

______ failure costs include scrap,rework,and downtime.

From the producer's perspective,quality is determined by what the consumer wants and is willing to pay for.

A production process consists of the following four stages with the average percentage of good quality at each stage as shown. What is the daily production yield for the company if daily input is 200 units?

Quality of performance relates to the basic operating characteristics of a product.

The Baldridge Award was created in 1987 to _________________ in the U.S.

The customer of ________________ firm(s)interacts directly with the production process.

The cost of achieving good quality includes

A production process has a percentage of good products produced each day (G)of 75% and a percentage of poor-quality products that can be reworked of 50%.The unit processing cost and the rework cost are both $1 per unit.Its quality-productivity ratio,QPR,is __________.

McDonald's has a reputation for high-quality service resulting from the application of quality management principles.

A(n)____________ is the best level of quality achievement in one company that others seek to match or exceed.

External failure costs include the following costs except __________ costs.

With Six Sigma,a teacher and mentor is known as a Green Belt.

Making sure that the product meets the design specifications during production is referred to as

To satisfy a customer's quality requirements companies often require the commitment to quality of their suppliers.

Introduction to Operations and Supply Chain Management

Supplement Operational Decision-Making Tools: Decision Analysis

Statistical Process Control

Supplement Operational Decision-Making Tools: Acceptance Sampling

Product Design

Service Design

Processes and Technology

Capacity and Facilities

Supplement Operational Decision-Making Tools: Facility Location Models

Human Resources

Supplement Operational Decision-Making Tools: Work Measurement

Project Management

Supply Chain Management Strategy and Design

Global Supply Chain Procurement and Distribution

Supplement Operational Decision-Making Tools: Transportation and Transshipment Models

Forecasting

Inventory Management

Supplement Operational Decision-Making Tools: Simulation

Sales and Operations Planning

Supplement Operational Decision-Making Tools: Linear Programming

Enterprise Resource Planning

Lean Systems

Scheduling

Filters