Question 1

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.

Accepted Answer

A) True 
 B)False  False

Question 2

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Accepted Answer

A) True 
 B)False  True

Question 3

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

Accepted Answer

A) True 
 B)False  False

Question 4

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A)  EVPI.
B)  net present value.
C)  weighted factor analysis.
D)  return on quality.
E)  break-even analysis.

Question 6

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Accepted Answer

A) True 
 B)False

Question 7

ISO standards aid in transferring technology to developing countries.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

Quality at the source means returning all defects to the source-our vendors.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A) True 
 B)False

Question 11

There are _____ basic steps in problem solving.

Accepted Answer

A)  5
B)  6
C)  7
D)  8
E)  9

Question 12

So long as quality input resources are used to make a product, we can expect quality output from the process.

Accepted Answer

A) True 
 B)False

Question 13

Which of the following is not a typical goal of process improvement?

Accepted Answer

A)  increasing customer satisfaction
B)  reducing waste
C)  achieving higher quality
D)  increasing market share
E)  All are the goals

Question 14

Convenience, reliability, and assurance are dimensions of service quality.

Accepted Answer

A) True 
 B)False

Question 15

The Baldrige 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.

Accepted Answer

A)  I and IV only
B)  I and II only
C)  II and III only
D)  I, II, III, and IV
E)  I, II, and III only

Question 16

Focusing a supply chain on _____ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

Accepted Answer

A)  lowest cost per unit sourced
B)  close, collaborative ties with suppliers
C)  suppliers that emphasize continuous-flow production
D)  ISO 14000 customers
E)  partners pursuing similar strategies

Question 17

A tool that uses time-ordered values of a sample statistic to help detect the presence of correctable causes of variation in a process is a(n)

Accepted Answer

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

Question 18

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Accepted Answer

A) True 
 B)False

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

Six Sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Exam 9: Management of 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 dimensions of product and service quality are too abstract to be used as parameters for product or service design.

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

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

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

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

ISO standards aid in transferring technology to developing countries.

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

Quality at the source means returning all defects to the source-our vendors.

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

There are _____ basic steps in problem solving.

So long as quality input resources are used to make a product, we can expect quality output from the process.

Which of the following is not a typical goal of process improvement?

Convenience, reliability, and assurance are dimensions of service quality.

The Baldrige 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.

Focusing a supply chain on _____ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

A tool that uses time-ordered values of a sample statistic to help detect the presence of correctable causes of variation in a process is a(n)

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

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

Six Sigma programs have both management and technical components.