Question 1

The typical difference between "quality circles" and "continuous improvement teams" is ________.

Accepted Answer

A)  Quality circles work on product design only
B)  Continuous improvement teams work on product and process design
C)  Continuous improvement teams use only engineers while quality circles use just the workers doing the work
D)  the amount of employee empowerment
E)  There is no difference-they are just the sameF) A) and B)
G) C) and E)

Question 2

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Accepted Answer

A) True 
 B)False

Question 3

Quality at the source means returning all defects to the source - our vendors.

Accepted Answer

A) True 
 B)False

Question 4

So long as quality input resources are used to make a product, we can expect quality output from the process.

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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 involvementF) All of the above
G) A) and C)

Question 7

Crosby's concept of "quality is free" means that it is less expensive to do it right initially than to do it over.

Accepted Answer

A) True 
 B)False

Question 8

Focusing a supply chain on ________________ is a modern way of ensuring high quality inputs and a ready supply of process-improvement ideas.

Accepted Answer

A)  lowest cost-per unit sourced
B)  close, collaborative ties with suppliers
C)  suppliers that emphasized continuous-flow production
D)  ISO 14000 customers
E)  partners pursuing similar strategiesF) C) and D)
G) All of the above

Question 9

One criticism of total quality management is that it may produce blind pursuit of quality to the neglect of other priority considerations.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is an element of TQM?

Accepted Answer

A)  continuous improvement
B)  competitive benchmarking
C)  employee empowerment
D)  team approach
E)  all of the aboveF) A) and D)
G) A) and B)

Question 11

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

Question 12

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

Accepted Answer

A) True 
 B)False

Question 13

Total quality management is a collection of techniques, such as quality control charts, ISO 9000, and quality function deployment.

Accepted Answer

A) True 
 B)False

Question 14

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 15

ISO standards apply only to manufacturing organizations.

Accepted Answer

A) True 
 B)False

Question 16

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 17

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

Accepted Answer

A) True 
 B)False

Question 18

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 19

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 goalsF) A) and B)
G) A) and C)

Question 20

ISO standards aid in transferring technology to developing countries.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

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

Correct AnswerverifiedShow Answer

Quality at the source means returning all defects to the source - our vendors.

Correct AnswerverifiedShow Answer

Which of the following is an element of TQM?

Correct AnswerverifiedShow Answer

ISO standards aid in transferring technology to developing countries.

Correct AnswerverifiedShow Answer

ISO standards apply only to manufacturing organizations.

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

The typical difference between "quality circles" and "continuous improvement teams" is ________.

Correct AnswerverifiedShow Answer

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

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

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Correct AnswerverifiedShow Answer

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

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

Correct AnswerverifiedShow Answer

Total quality management is a collection of techniques, such as quality control charts, ISO 9000, and quality function deployment.

Correct AnswerverifiedShow Answer

Crosby's concept of "quality is free" means that it is less expensive to do it right initially than to do it over.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

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

So long as quality input resources are used to make a product, we can expect quality output from the process.

Correct AnswerverifiedShow Answer

One criticism of total quality management is that it may produce blind pursuit of quality to the neglect of other priority considerations.

Correct AnswerverifiedShow Answer

Focusing a supply chain on ________________ is a modern way of ensuring high quality inputs and a ready supply of process-improvement ideas.

Correct AnswerverifiedShow Answer

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