Question 1

Which of the following is not a typical inspection point?

Accepted Answer

A) upon receipt of goods from your supplier 
B) when production or service is complete 
C) before the product is shipped to the customer 
D) at the supplier's plant while the supplier is producing 
E) after a costly process 
A) upon receipt of goods from your supplier 
B) when production or service is complete 
C) before the product is shipped to the customer 
D) at the supplier's plant while the supplier is producing 
E) after a costly process

Question 2

The phrase Six Sigma has two meanings.One is statistical,referring to an extremely high process,product,or service capability;the other is a comprehensive system for achieving and sustaining business success.

Accepted Answer

A) True 
 B)False

Question 3

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:

Accepted Answer

A) continuous improvement. 
B) employee empowerment. 
C) benchmarking. 
D) copycatting. 
E) patent infringement. 
A) continuous improvement. 
B) employee empowerment. 
C) benchmarking. 
D) copycatting. 
E) patent infringement.

Question 4

________ costs result from production of defective parts or services before delivery to the customer.

Accepted Answer

The answer of ________ costs result from production of defective...

Question 5

All of the following costs are likely to decrease as a result of better quality EXCEPT:

Accepted Answer

A) customer dissatisfaction costs. 
B) inspection costs. 
C) scrap costs. 
D) warranty and service costs. 
E) maintenance costs. 
A) customer dissatisfaction costs. 
B) inspection costs. 
C) scrap costs. 
D) warranty and service costs. 
E) maintenance costs.

Question 6

Identify the ten determinants of service quality.Describe two of them in a sentence or two each.

Accepted Answer

The ten are reliability,responsiveness,c

Question 7

Which of the following statements regarding "Six Sigma" is TRUE?

Accepted Answer

A) The term has two distinct meanings-one is statistical;the other is a comprehensive quality system. 
B) Six Sigma means that about 94 percent of a firm's output is free of defects. 
C) The Six Sigma program was developed by Toyota in the 1970s. 
D) The Six Sigma program is for manufacturing firms and is not applicable to services. 
E) Six Sigma certification is granted by the International Standards Organization (ISO). 
A) The term has two distinct meanings-one is statistical;the other is a comprehensive quality system. 
B) Six Sigma means that about 94 percent of a firm's output is free of defects. 
C) The Six Sigma program was developed by Toyota in the 1970s. 
D) The Six Sigma program is for manufacturing firms and is not applicable to services. 
E) Six Sigma certification is granted by the International Standards Organization (ISO).

Question 8

Of the several determinants of service quality,access is the one that relates to keeping customers informed in language they can understand.

Accepted Answer

A) True 
 B)False

Question 9

________ diagrams use a schematic technique to discover possible locations of quality problems.

Accepted Answer

Cause-and-

Question 10

"Quality lies in the eyes of the beholder" is:

Accepted Answer

A) an unrealistic definition of quality. 
B) a user-based definition of quality. 
C) a manufacturing-based definition of quality. 
D) a product-based definition of quality. 
E) the definition of quality proposed by the American Society for Quality. 
A) an unrealistic definition of quality. 
B) a user-based definition of quality. 
C) a manufacturing-based definition of quality. 
D) a product-based definition of quality. 
E) the definition of quality proposed by the American Society for Quality.

Question 11

A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.

Accepted Answer

A) True 
 B)False

Question 12

Based on his 14 Points,Deming is a strong proponent of:

Accepted Answer

A) inspection at the end of the production process. 
B) an increase in numerical quotas to boost productivity. 
C) looking for the cheapest supplier. 
D) training and knowledge. 
E) all of the above. 
A) inspection at the end of the production process. 
B) an increase in numerical quotas to boost productivity. 
C) looking for the cheapest supplier. 
D) training and knowledge. 
E) all of the above.

Question 13

Deming's writings on quality tend to focus on the customer and on fitness for use,unlike Juran's work that is oriented toward meeting specifications.

Accepted Answer

A) True 
 B)False

Question 14

Quality is mostly the business of the quality control staff,not ordinary employees.

Accepted Answer

A) True 
 B)False

Question 15

Identify the five steps of DMAIC.

Accepted Answer

(1)Define the project's purpose,scope,an

Question 16

Benchmarking requires the comparison of your firm to other organizations;it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Accepted Answer

A) True 
 B)False

Question 17

State the American Society for Quality's definition of quality.Of the three "flavors" or categories of quality definitions,which type is it? Explain.

Accepted Answer

"The totality of features and characteri

Question 18

The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e. ,user based)definition.

Accepted Answer

A) True 
 B)False

Question 19

What is the difference between conformance-oriented quality and target-oriented quality?

Accepted Answer

With conformance-oriented quality,any un

Question 20

Marketing issues such as advertising,image,and promotion are important to quality because:

Accepted Answer

A) they define for consumers the tangible elements of a service. 
B) the intangible attributes of a product (including any accompanying service)may not be defined by the consumer. 
C) they educate consumers on how to use the product. 
D) they make the product seem more valuable than it really is. 
E) they raise expenses and therefore decrease profitability. 
A) they define for consumers the tangible elements of a service. 
B) the intangible attributes of a product (including any accompanying service)may not be defined by the consumer. 
C) they educate consumers on how to use the product. 
D) they make the product seem more valuable than it really is. 
E) they raise expenses and therefore decrease profitability.

Exam 6: Managing Quality

Which of the following is not a typical inspection point?

The phrase Six Sigma has two meanings.One is statistical,referring to an extremely high process,product,or service capability;the other is a comprehensive system for achieving and sustaining business success.

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:

________ costs result from production of defective parts or services before delivery to the customer.

All of the following costs are likely to decrease as a result of better quality EXCEPT:

Identify the ten determinants of service quality.Describe two of them in a sentence or two each.

Which of the following statements regarding "Six Sigma" is TRUE?

Of the several determinants of service quality,access is the one that relates to keeping customers informed in language they can understand.

________ diagrams use a schematic technique to discover possible locations of quality problems.

"Quality lies in the eyes of the beholder" is:

A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.

Based on his 14 Points,Deming is a strong proponent of:

Deming's writings on quality tend to focus on the customer and on fitness for use,unlike Juran's work that is oriented toward meeting specifications.

Quality is mostly the business of the quality control staff,not ordinary employees.

Identify the five steps of DMAIC.

Benchmarking requires the comparison of your firm to other organizations;it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

State the American Society for Quality's definition of quality.Of the three "flavors" or categories of quality definitions,which type is it? Explain.

The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e. ,user based)definition.

What is the difference between conformance-oriented quality and target-oriented quality?

Marketing issues such as advertising,image,and promotion are important to quality because:

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