Question 1

Organizations committed to six-sigma programs have very capable and precise processes.

Accepted Answer

A) True 
 B)False

Question 2

Suppliers are not included in quality assurance and quality improvement efforts in TQM.

Accepted Answer

A) True 
 B)False

Question 3

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Accepted Answer

A)  brainstorming teams.
B)  quality circles.
C)  benchmarking teams.
D)  continuous improvement teams.
E)  quality teams.F) All of the above
G) A) and D)

Question 4

As a dimension of service quality,tangibles refers to the availability and accessibility of the service.

Accepted Answer

A) True 
 B)False

Question 5

Various dimensions of quality are required to reflect various connotations of quality that customers value in products and services.

Accepted Answer

A) True 
 B)False

Question 6

Armand Feigenbaum was General Electric's top expert on quality.

Accepted Answer

A) True 
 B)False

Question 7

The cost of quality includes appraisal costs,failure costs,and prevention costs.

Accepted Answer

A) True 
 B)False

Question 8

Quality control tends to be a proactive approach to quality management.

Accepted Answer

A) True 
 B)False

Question 9

Broadly defined,quality refers to the ability of a product or service to consistently meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is not associated with the HACCP quality control system?

Accepted Answer

A)  Identifying potential hazards
B)  Enforced by the Canadian Food Inspection Agency
C)  Designed for companies in the food processing industry
D)  Identifying all regulatory action points
E)  Feedback of food quality based on customer surveysF) A) and C)
G) C) and E)

Question 11

The "5W2H approach" involves problem solving based on:

Accepted Answer

A)  quantifying problems based on "weight" (impact) and "how" (solutions) .
B)  using teams of 5 keyworkers,and 2 helpers.
C)  a five step problem solving process followed by a two stage implementation.
D)  examining 5 "wants" and 2 "haves."
E)  asking questions about a problem.F) None of the above
G) A) and B)

Question 12

The quality control improvement tool which resembles a "fishbone" is:

Accepted Answer

A)  run charts.
B)  check sheets.
C)  a Pareto analysis.
D)  cause-and-effect diagrams.
E)  scatter diagrams.F) None of the above
G) B) and C)

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

Responsiveness is a dimension of quality that only applies to services,not products.

Accepted Answer

A) True 
 B)False

Question 15

Costs related to inspections,testing,test equipment,and labs are examples of:

Accepted Answer

A)  internal failure costs.
B)  external failure costs.
C)  appraisal costs.
D)  prevention costs.
E)  replacement costs.F) A) and B)
G) None of the above

Question 16

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Accepted Answer

A)  Certification typically takes 12 - 18 months.
B)  Extensive documentation of processes and procedures.
C)  Certified companies are registered in a directory.
D)  The review process is primarily conducted by external consultants.E) A) and B)
F) A) and C)

Question 17

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Accepted Answer

A) True 
 B)False

Question 18

Defective material from suppliers and lost production time are examples of:

Accepted Answer

A)  internal failure costs.
B)  external failure costs.
C)  appraisal costs.
D)  prevention costs.
E)  replacement costs.F) None of the above
G) A) and B)

Question 19

Product serviceability is the primary dimension of fitness for use.

Accepted Answer

A) True 
 B)False

Question 20

Warranty service,handling complaints,and costs of litigation are examples of:

Accepted Answer

A)  internal failure costs.
B)  external failure costs.
C)  appraisal costs.
D)  prevention costs.
E)  replacement costs.F) A) and B)
G) None of the above

Exam 14: Management of Quality

Organizations committed to six-sigma programs have very capable and precise processes.

Correct AnswerverifiedShow Answer

Armand Feigenbaum was General Electric's top expert on quality.

Correct AnswerverifiedShow Answer

The cost of quality includes appraisal costs,failure costs,and prevention costs.

Correct AnswerverifiedShow Answer

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Correct AnswerverifiedShow Answer

Costs related to inspections,testing,test equipment,and labs are examples of:

Correct AnswerverifiedShow Answer

Responsiveness is a dimension of quality that only applies to services,not products.

Correct AnswerverifiedShow Answer

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Correct AnswerverifiedShow Answer

Defective material from suppliers and lost production time are examples of:

Correct AnswerverifiedShow Answer

The "5W2H approach" involves problem solving based on:

Correct AnswerverifiedShow Answer

Warranty service,handling complaints,and costs of litigation are examples of:

Correct AnswerverifiedShow Answer

As a dimension of service quality,tangibles refers to the availability and accessibility of the service.

Correct AnswerverifiedShow Answer

Quality control tends to be a proactive approach to quality management.

Correct AnswerverifiedShow Answer

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is not associated with the HACCP quality control system?

Correct AnswerverifiedShow Answer

Various dimensions of quality are required to reflect various connotations of quality that customers value in products and services.

Correct AnswerverifiedShow Answer

The quality control improvement tool which resembles a "fishbone" is:

Correct AnswerverifiedShow Answer

Suppliers are not included in quality assurance and quality improvement efforts in TQM.

Correct AnswerverifiedShow Answer

Product serviceability is the primary dimension of fitness for use.

Correct AnswerverifiedShow Answer

Broadly defined,quality refers to the ability of a product or service to consistently meet or exceed customer expectations.

Correct AnswerverifiedShow Answer

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