Question 1

Not only customers,but stockholders,suppliers,and others,are among the ________ whose values must be protected in making ethical decisions concerning the quality of products.

Accepted Answer

The answer of Not only customers,but stockholders,suppliers,and others,are among the...

Question 2

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns.To analyze trends or patterns in these returns,she has organized these complaints into a small number of sources or factors.This is most closely related to the ________ tool of TQM.

Accepted Answer

A) quality loss function 
B) cause-and-effect diagram 
C) scatter diagram 
D) histogram 
E) process control chart 
A) quality loss function 
B) cause-and-effect diagram 
C) scatter diagram 
D) histogram 
E) process control chart

Question 3

What shape does the quality loss function exhibit?

Accepted Answer

A) quadratic 
B) linear 
C) S-shaped 
D) concave 
E) bell-curve 
A) quadratic 
B) linear 
C) S-shaped 
D) concave 
E) bell-curve

Question 4

Suppose that a firm has historically been achieving "Three Sigma" quality.If the firm later changes its quality management practices such that it begins to achieve "Six Sigma" quality,which of the following phenomena will result?

Accepted Answer

A) The average number of defects will be cut in half. 
B) The specification limits will be moved twice as far from the mean. 
C) The average number of defects will be cut by 99.9997%. 
D) The average number of defects will be cut by 99.87%. 
E) The average number of defects will be cut by 99.73%. 
A) The average number of defects will be cut in half. 
B) The specification limits will be moved twice as far from the mean. 
C) The average number of defects will be cut by 99.9997%. 
D) The average number of defects will be cut by 99.87%. 
E) The average number of defects will be cut by 99.73%.

Question 5

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Accepted Answer

A) True 
 B)False

Question 6

Describe how ISO 9000 has evolved in the past several years.

Accepted Answer

In 2015,the latest modification of the s

Question 7

A fishbone chart is also known as a:

Accepted Answer

A) cause-and-effect diagram. 
B) poka-yoke diagram. 
C) Kaizen diagram. 
D) Kanban diagram. 
E) Taguchi diagram. 
A) cause-and-effect diagram. 
B) poka-yoke diagram. 
C) Kaizen diagram. 
D) Kanban diagram. 
E) Taguchi diagram.

Question 8

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

Accepted Answer

A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality. 
A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality.

Question 9

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Accepted Answer

A) True 
 B)False

Question 10

Improved quality can increase profitability via allowing flexible pricing.

Accepted Answer

A) True 
 B)False

Question 11

A hospital benchmarked against a Ferrari racing team in an effort to:

Accepted Answer

A) improve patient handoff quality. 
B) increase surgery prep time. 
C) lengthen surgery duration. 
D) reduce the number of doctors. 
E) all of the above 
A) improve patient handoff quality. 
B) increase surgery prep time. 
C) lengthen surgery duration. 
D) reduce the number of doctors. 
E) all of the above

Question 12

To become ISO 9000 certified,organizations must:

Accepted Answer

A) document quality procedures. 
B) have an onsite assessment. 
C) have an ongoing series of audits of their products or service. 
D) all of the above 
E) none of the above 
A) document quality procedures. 
B) have an onsite assessment. 
C) have an ongoing series of audits of their products or service. 
D) all of the above 
E) none of the above

Question 13

Costs of dissatisfaction,repair costs,and decreased future demand are elements of cost in the:

Accepted Answer

A) quality loss function. 
B) Pareto chart. 
C) ISO 9000 quality cost calculator. 
D) process chart. 
E) Ishikawa diagram. 
A) quality loss function. 
B) Pareto chart. 
C) ISO 9000 quality cost calculator. 
D) process chart. 
E) Ishikawa diagram.

Question 14

"Making it right the first time" is the focus of the user-based definition of quality.

Accepted Answer

A) True 
 B)False

Question 15

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Accepted Answer

A) True 
 B)False

Question 16

Techniques for building employee empowerment include:

Accepted Answer

A) building communication networks that include employees. 
B) developing open,supportive supervisors. 
C) moving responsibility from both managers and staff to production employees. 
D) building high-morale organizations. 
E) All of the above are techniques for employee empowerment. 
A) building communication networks that include employees. 
B) developing open,supportive supervisors. 
C) moving responsibility from both managers and staff to production employees. 
D) building high-morale organizations. 
E) All of the above are techniques for employee empowerment.

Question 17

Source inspection is inferior to inspection before costly operations.

Accepted Answer

A) True 
 B)False

Question 18

Kaizen is similar to TQM in that both are focused on continuous improvement.

Accepted Answer

A) True 
 B)False

Question 19

Security is the determinant of service quality that means freedom from danger,risk,or doubt.

Accepted Answer

A) True 
 B)False

Question 20

Which of the four major categories of quality costs is particularly hard to quantify?

Accepted Answer

A) prevention costs 
B) appraisal costs 
C) internal failure costs 
D) external failure costs 
E) None is hard to quantify. 
A) prevention costs 
B) appraisal costs 
C) internal failure costs 
D) external failure costs 
E) None is hard to quantify.

Exam 6: Managing Quality

Not only customers,but stockholders,suppliers,and others,are among the ________ whose values must be protected in making ethical decisions concerning the quality of products.

What shape does the quality loss function exhibit?

Suppose that a firm has historically been achieving "Three Sigma" quality.If the firm later changes its quality management practices such that it begins to achieve "Six Sigma" quality,which of the following phenomena will result?

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Describe how ISO 9000 has evolved in the past several years.

A fishbone chart is also known as a:

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Improved quality can increase profitability via allowing flexible pricing.

A hospital benchmarked against a Ferrari racing team in an effort to:

To become ISO 9000 certified,organizations must:

Costs of dissatisfaction,repair costs,and decreased future demand are elements of cost in the:

"Making it right the first time" is the focus of the user-based definition of quality.

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Techniques for building employee empowerment include:

Source inspection is inferior to inspection before costly operations.

Kaizen is similar to TQM in that both are focused on continuous improvement.

Security is the determinant of service quality that means freedom from danger,risk,or doubt.

Which of the four major categories of quality costs is particularly hard to quantify?

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Process Strategy

Location Strategies

Layout Strategies

Human Resources,job Design,and Work Measurement

Supply Chain Management

Inventory Management

Aggregate Planning and Sop

Material Requirements Planning Mrpand ERP

Short-Term Scheduling

Lean Operations

Maintenance and Reliability

Sustainability in the Supply Chain

Statistical Process Control

Capacity and Constraint Management

Supply Chain Management Analytics

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Filters