Question 1

The four dimensions of quality that are sometimes used to determine fitness for use of a product are:

Accepted Answer

A)   performance, special features, durability, and service after sale.
B)   performance, special features, conformance, and reliability.
C)   special features, conformance, reliability, and durability.
D)   performance, conformance, reliability, and durability.
E)   special features, conformance, durability, and service after sale.F) D) and E)
G) C) and D)

Question 2

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Accepted Answer

A) True 
 B)False

Question 3

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

Accepted Answer

A) True 
 B)False

Question 4

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Accepted Answer

A)   remediation
B)   retention
C)   rework
D)   repatriation
E)   reprocessingF) All of the above
G) D) and E)

Question 5

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Accepted Answer

A) True 
 B)False

Question 6

TQM stands for:

Accepted Answer

A)   Taguchi Quality Methods.
B)   Tactical Quality Measurements.
C)   The Quality Matrix.
D)   Total Quality Management.
E)   Total Quantity Measurement.F) All of the above
G) A) and C)

Question 7

Warranty service, processing of 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 E)
G) A) and D)

Question 8

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False  False

Question 10

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

Accepted Answer

A)   increasing customer satisfaction
B)   reducing waste
C)   achieving higher quality
D)   identifying the cause of a problem
E)   All are the goalsF) C) and D)
G) A) and B) D

Question 11

The customer is the focal point and customer satisfaction is the driving force in quality management.

Accepted Answer

A) True 
 B)False

Question 12

Quality planning and administration, quality training, and quality control procedures 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 C)
G) A) and B)

Question 13

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Accepted Answer

A) True 
 B)False

Question 14

A quality circle is a cross-functional team focused on quality.

Accepted Answer

A) True 
 B)False

Question 15

Before a dimension of quality can be made operationally useful, it must be restated in some ___________ form.

Accepted Answer

A)   qualitative
B)   manipulative
C)   certifiable
D)   measurable
E)   marketableF) B) and E)
G) B) and D)

Question 16

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 17

The PDSA cycle forms the conceptual basis for continuous improvement.

Accepted Answer

A) True 
 B)False

Question 18

The quality certification that deals primarily with conformance to customer requirements is ISO __________; ISO __________ is concerned primarily with the organization's effect on the environment.

Accepted Answer

A)   9000; 14000
B)   24700; 9000
C)   14000; 9000
D)   9000; 24700
E)   14000; 24700F) A) and E)
G) C) and D) A

Question 19

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Accepted Answer

A) True 
 B)False

Question 20

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

The four dimensions of quality that are sometimes used to determine fitness for use of a product are:

Correct AnswerverifiedShow Answer

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

Correct AnswerverifiedShow Answer

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

Correct AnswerverifiedShow Answer

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Correct AnswerverifiedShow Answer

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Correct AnswerverifiedShow Answer

TQM stands for:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedFalse

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

Correct AnswerverifiedD

The customer is the focal point and customer satisfaction is the driving force in quality management.

Correct AnswerverifiedShow Answer

Quality planning and administration, quality training, and quality control procedures are examples of:

Correct AnswerverifiedShow Answer

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Correct AnswerverifiedShow Answer

A quality circle is a cross-functional team focused on quality.

Correct AnswerverifiedShow Answer

Before a dimension of quality can be made operationally useful, it must be restated in some ___________ form.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The PDSA cycle forms the conceptual basis for continuous improvement.

Correct AnswerverifiedShow Answer

The quality certification that deals primarily with conformance to customer requirements is ISO __________; ISO __________ is concerned primarily with the organization's effect on the environment.

Correct AnswerverifiedA

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Correct AnswerverifiedShow Answer

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

Correct AnswerverifiedShow Answer

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False

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D

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The quality certification that deals primarily with conformance to customer requirements is ISO ; ISO is concerned primarily with the organization's effect on the environment.

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A

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