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Exam 13: Management of Quality

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Question 41

Multiple Choice

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

A) internal failure costs.
B) external failure costs.
C) appraisal costs.
D) prevention costs.
E) replacement costs.

F) A) and E)
G) All of the above

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Question 42

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

A) True
B) False

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Question 43

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ISO certification is similar to the Baldrige Award in its emphasis on:

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

Giving workers responsibility for quality improvements and authority to make changes is known as:

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

There is a positive link between quality and productivity.

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.

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

A control chart is a visual representation of the steps in a process.

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

The dimensions of quality are important for products but are not applicable in service organizations.

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

The PDSA cycle forms the conceptual basis for continuous improvement.

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

Because courtesy is subjective, it cannot be considered a factor in service quality.

To minimize quality risks, which of the following would be least likely to be outsourced to less-developed countries?

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Customer expectations tend to change over time, affecting their perception of service quality.