Question 1

There is a positive link between quality and productivity.

Accepted Answer

A) True 
 B)False

Question 2

The process of identifying other organizations that are best at some facet of your operations, analyzing your performance versus theirs in order to establish a standard against which to judge performance, and identifying a model for learning how to improve is known as

Accepted Answer

A)  continuous improvement.
B)  employee empowerment.
C)  benchmarking.
D)  copycatting.
E)  industrial espionage.F) A) and E)
G) B) and E)

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

The Baldrige Award is based on evaluations in seven main areas. Which is not one of those?

Accepted Answer

A)  relative profitability
B)  strategic planning
C)  human resource management
D)  information and analysis
E)  leadershipF) C) and D)
G) All of the above

Question 5

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Accepted Answer

A) True 
 B)False

Question 6

A chart showing the number of occurrences by category would be used in

Accepted Answer

A)  Pareto analysis.
B)  interviewing.
C)  cause-and-effect diagrams.
D)  benchmarking.
E)  quality function deployment.F) A) and B)
G) A) and C)

Question 7

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 8

All of the following were key contributors to quality management except?

Accepted Answer

A)  Taguchi
B)  Kawzuki
C)  Ishikawa
D)  Juran
E)  ShewhartF) A) and B)
G) B) and D)

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is a tool that is widely used for assessing service quality?

Accepted Answer

A)  SERVQUAL
B)  SQL
C)  S&TI
D)  SARDOT
E)  SIPRNETF) A) and E)
G) C) and D)

Question 11

Six-sigma programs involve both _____ and _____ components.

Accepted Answer

A)  probabilistic; deterministic
B)  logistical; managerial
C)  statistical; probabilistic
D)  managerial; technical
E)  local; globalF) B) and D)
G) C) and E)

Question 12

In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

Accepted Answer

A) True 
 B)False

Question 13

Cause-and-effect diagrams are sometimes called

Accepted Answer

A)  Pareto diagrams.
B)  fishbone (Ishikawa) diagrams.
C)  run charts.
D)  control charts.
E)  responsibility charts.F) A) and B)
G) B) and C)

Question 14

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A)  continuous improvement.
B)  passing the buck.
C)  benchmarking.
D)  employee empowerment.
E)  employee involvement.F) C) and E)
G) All of the above

Question 16

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of

Accepted Answer

A)  labor unions.
B)  globalization.
C)  poor quality.
D)  robotics.
E)  micro-factories.F) A) and B)
G) B) and C)

Question 19

Costs of inspectors, 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 E)
G) A) and B)

Question 20

Serviceability, conformance, and reliability are dimensions of product quality.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

The process of identifying other organizations that are best at some facet of your operations, analyzing your performance versus theirs in order to establish a standard against which to judge performance, and identifying a model for learning how to improve is known as

Correct AnswerverifiedShow Answer

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

Correct AnswerverifiedShow Answer

Serviceability, conformance, and reliability are dimensions of product quality.

Correct AnswerverifiedShow Answer

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences 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

Six-sigma programs involve both _____ and _____ components.

Correct AnswerverifiedShow Answer

In market research, a group of consumers organized by marketing to express their opinions about a product or service is called a steering committee.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

A chart showing the number of occurrences by category would be used in

Correct AnswerverifiedShow Answer

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Correct AnswerverifiedShow Answer

All of the following were key contributors to quality management except?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a tool that is widely used for assessing service quality?

Correct AnswerverifiedShow Answer

The Baldrige Award is based on evaluations in seven main areas. Which is not one of those?

Correct AnswerverifiedShow Answer

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

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

There is a positive link between quality and productivity.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Cause-and-effect diagrams are sometimes called

Correct AnswerverifiedShow Answer

Costs of inspectors, testing, test equipment, and labs are examples of

Correct AnswerverifiedShow Answer

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Six-sigma programs involve both _ and _ components.

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