Question 1

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

Accepted Answer

A) True 
 B)False

Question 2

A technique for focusing attention on the most important problem areas is:

Accepted Answer

A)   quality circles.
B)   quality assurance.
C)   brainstorming.
D)   Pareto analysis.
E)   cause-and-effect analysis.F) D) and E)
G) A) and C)

Question 3

The quality tool that resembles a "fishbone" is:

Accepted Answer

A)   brainstorming.
B)   check sheets.
C)   Pareto analysis.
D)   cause-and-effect diagrams.
E)   fail-safe methods.F) A) and D)
G) A) and E)

Question 4

The Baldrige Award aims to:
(I)  publicize successful quality programs.
(II)  recognize quality achievements of U.S. companies.
(III)  stimulate efforts to improve quality.
(IV)  distribute the grant money available for improved quality.

Accepted Answer

A)   I and IV only
B)   I and II only
C)   II and III only
D)   I, II, III, and IV
E)   I, II, and III onlyF) None of the above
G) A) and B)

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

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is:

Accepted Answer

A)   brainstorming.
B)   check sheets.
C)   Pareto analysis.
D)   cause-and-effect diagrams.
E)   fail-safe methods.F) C) and D)
G) A) and D)

Question 7

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Accepted Answer

A) True 
 B)False

Question 8

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 9

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) C) and E)
G) A) and B) C

Question 10

Regardless of superior quality, consumers will not pay premium prices.

Accepted Answer

A) True 
 B)False

Question 11

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 C)
G) C) and D)

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

ISO certification differs substantially from the Baldrige Award in that it:

Accepted Answer

A)   focuses primarily on quality teams.
B)   emphasizes self-appraisal.
C)   is an ongoing process.
D)   is customer-driven.
E)   is national rather than international.F) B) and E)
G) C) and D) C

Question 14

In order for TQM to be successful, it is essential that most of the organization be:

Accepted Answer

A)   members of quality circles.
B)   under contract.
C)   ISO certified.
D)   trained in error detection techniques.
E)   in agreement with the philosophy and its goals.F) A) and D)
G) None of the above

Question 15

Six Sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 16

High performance and low prices are both considered to be dimensions of quality.

Accepted Answer

A) True 
 B)False

Question 17

Six sigma programs involve both __________ and __________ components.

Accepted Answer

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

Question 18

ISO 9000 currently stresses _____ of a certified organization.

Accepted Answer

A)   minimizing harmful environmental effects
B)   product diversity
C)   inclusion of reused components in the office equipment
D)   a minimum of four supervisory levels
E)   continual improvementF) A) and B)
G) A) and C)

Question 19

Among the guiding principles of six sigma are:
(I)  Reduction of variation is an important goal.
(II)  Valid measurement is critical.
(III)  Outputs determine inputs.
(IV)  We should focus on those critical few influences on our quality.

Accepted Answer

A)   I, II, and IV only
B)   II and IV only
C)   I and III only
D)   I, II, III, and IV
E)   III onlyF) C) and D)
G) All of the above

Question 20

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  False

Exam 13: Management of Quality

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

Correct AnswerverifiedShow Answer

A technique for focusing attention on the most important problem areas is:

Correct AnswerverifiedShow Answer

The quality tool that resembles a "fishbone" is:

Correct AnswerverifiedShow Answer

The Baldrige Award aims to: (I) publicize successful quality programs. (II) recognize quality achievements of U.S. companies. (III) stimulate efforts to improve quality. (IV) distribute the grant money available for improved quality.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is:

Correct AnswerverifiedShow Answer

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

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

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

Correct AnswerverifiedC

Regardless of superior quality, consumers will not pay premium prices.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

ISO certification differs substantially from the Baldrige Award in that it:

Correct AnswerverifiedC

In order for TQM to be successful, it is essential that most of the organization be:

Correct AnswerverifiedShow Answer

Six Sigma programs have both management and technical components.

Correct AnswerverifiedShow Answer

High performance and low prices are both considered to be dimensions of quality.

Correct AnswerverifiedShow Answer

Six sigma programs involve both __________ and __________ components.

Correct AnswerverifiedShow Answer

ISO 9000 currently stresses _____ of a certified organization.

Correct AnswerverifiedShow Answer

Among the guiding principles of six sigma are: (I) Reduction of variation is an important goal. (II) Valid measurement is critical. (III) Outputs determine inputs. (IV) We should focus on those critical few influences on our quality.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedFalse

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
C

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
C

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Six sigma programs involve both and components.

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
False