Question 1

"Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of

Accepted Answer

A)  Vilfredo Pareto.
B)  Armand Feigenbaum.
C)  Joseph M.Juran.
D)  W.Edwards Deming.
E)  Philip B.Crosby.F) All of the above
G) A) and C)

Question 2

Among the tools of TQM,the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a

Accepted Answer

A)  Pareto chart.
B)  flowchart.
C)  check sheet.
D)  Taguchi map.
E)  poka-yoke.F) C) and D)
G) C) and E)

Question 3

Internal failure costs are associated with scrap,rework,and downtime.

Accepted Answer

A) True 
 B)False

Question 4

Construct a cause and effect diagram for why students arrive to class late.Include at least three reasons for each of the M's.

Accepted Answer

Student responses should look like the a...

Question 5

Companies with the highest levels of quality are almost how many times more productive than their competitors with the lowest quality levels?

Accepted Answer

A)  2
B)  3
C)  4
D)  5
E)  Zero,quality has no impact on productivity (units/labour hr. ) .F) A) and D)
G) A) and C)

Question 6

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Accepted Answer

A) True 
 B)False

Question 7

If a sample of parts is measured and the mean of the measurements is outside the control limits,the process is

Accepted Answer

A)  in control,but not capable of producing within the established control limits.
B)  out of control and the process should be investigated for assignable variation.
C)  within the established control limits with only natural causes of variation.
D)  monitored closely to see if the next sample mean will also fall outside the control limits.
E)  within the acceptable range.F) A) and B)
G) All of the above

Question 8

PDCA,developed by Shewhart,stands for which of the following?

Accepted Answer

A)  Plan-Do-Check-Act
B)  Plan-Develop-Check-Accept
C)  Problem-Develop Solution-Check-Act
D)  Problem-Do-Continue-Act
E)  Prevent-Detect-Contain-ActF) A) and E)
G) None of the above

Question 9

________ is a set of environmental standards developed by the International Standards Organization.

Accepted Answer

The answer of ________ is a set of environmental standards...

Question 10

Which of the following is not one of the major categories of costs associated with quality?

Accepted Answer

A)  prevention costs
B)  appraisal costs
C)  internal failures
D)  external failures
E)  environmental costsF) A) and B)
G) C) and D)

Question 11

How is source inspection related to employee empowerment?

Accepted Answer

Source inspection involves the operator ...

Question 12

The process improvement technique that sorts the "vital few" from the "trivial many" is

Accepted Answer

A)  Taguchi analysis.
B)  Pareto analysis.
C)  benchmarking.
D)  Deming analysis.
E)  Yamaguchi analysis.F) A) and B)
G) A) and D)

Question 13

What refers to training and empowering frontline workers to solve a problem immediately?

Accepted Answer

A)  just-in-time
B)  poka-yoke
C)  benchmarking
D)  kaizen
E)  service recoveryF) D) and E)
G) C) and D)

Question 14

"Making it right the first time" 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 proposed by the American Society for Quality.F) A) and D)
G) None of the above

Question 15

Quality can improve profitability by reducing costs.Which of the following is not an aspect of reduced costs by quality improvements?

Accepted Answer

A)  flexible pricing
B)  increased productivity
C)  lower rework
D)  lower warranty costs
E)  lower scrap costsF) B) and D)
G) C) and D)

Question 16

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 17

Kaizen is similar to TQM in that both are focused on continuous improvement.

Accepted Answer

A) True 
 B)False

Question 18

A quality loss function includes all of the following costs except

Accepted Answer

A)  the cost of scrap and repair.
B)  the cost of customer dissatisfaction.
C)  inspection,warranty,and service costs.
D)  sales costs.
E)  costs to society.F) B) and D)
G) A) and B)

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

Which of the following statements regarding Arnold Palmer Hospital is false?

Accepted Answer

A)  The hospital uses a wide range of quality management techniques.
B)  The culture of quality at the hospital includes employees at all levels.
C)  The hospital scores very highly in national studies of patient satisfaction.
D)  The hospital's high quality is measured by low readmission rates,not patient satisfaction.
E)  The design of patient rooms,even wall colours,reflects the hospital's culture of quality.F) A) and B)
G) A) and E)

Exam 6: Managing Quality

Which of the following is not one of the major categories of costs associated with quality?

Correct AnswerverifiedShow Answer

"Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of

Correct AnswerverifiedShow Answer

Kaizen is similar to TQM in that both are focused on continuous improvement.

Correct AnswerverifiedShow Answer

How is source inspection related to employee empowerment?

Correct AnswerverifiedSource inspection involves the operator ...View AnswerShow Answer

What refers to training and empowering frontline workers to solve a problem immediately?

Correct AnswerverifiedShow Answer

Among the tools of TQM,the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a

Correct AnswerverifiedShow Answer

Which of the following statements regarding Arnold Palmer Hospital is false?

Correct AnswerverifiedShow Answer

A quality loss function includes all of the following costs except

Correct AnswerverifiedShow Answer

Construct a cause and effect diagram for why students arrive to class late.Include at least three reasons for each of the M's.

Correct AnswerverifiedStudent responses should look like the a...View AnswerShow Answer

PDCA,developed by Shewhart,stands for which of the following?

Correct AnswerverifiedShow Answer

"Making it right the first time" is

Correct AnswerverifiedShow Answer

If a sample of parts is measured and the mean of the measurements is outside the control limits,the process is

Correct AnswerverifiedShow Answer

The process improvement technique that sorts the "vital few" from the "trivial many" is

Correct AnswerverifiedShow Answer

________ is a set of environmental standards developed by the International Standards Organization.

Correct AnswerverifiedShow Answer

Internal failure costs are associated with scrap,rework,and downtime.

Correct AnswerverifiedShow Answer

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Correct AnswerverifiedShow Answer

Quality can improve profitability by reducing costs.Which of the following is not an aspect of reduced costs by quality improvements?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Companies with the highest levels of quality are almost how many times more productive than their competitors with the lowest quality levels?

Correct AnswerverifiedShow Answer

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Source inspection involves the operator ...
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Student responses should look like the a...
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