Question 1

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Accepted Answer

A) True 
 B)False

Question 2

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

Accepted Answer

A) True 
 B)False

Question 3

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 4

The Malcolm Baldrige National Quality 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) B) and E)
G) C) and D)

Question 5

The Baldrige award can only be won by manufacturing organizations.

Accepted Answer

A) True 
 B)False

Question 6

In addition to correcting substandard work, employees have an ethical obligation to __________ whatever led to the quality problem as well.

Accepted Answer

A)   prevent
B)   offset
C)   report
D)   standardize
E)   redesignF) A) and C)
G) B) and E)

Question 7

An organization achieves quality by consistently meeting its competitors' standards.

Accepted Answer

A) True 
 B)False

Question 8

The primary difference between internal failures and external failures is time and place of discovery of the failure.

Accepted Answer

A) True 
 B)False

Question 9

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem:

Accepted Answer

A)   just before shipping our product to the customer.
B)   immediately after we complete the last operation.
C)   during the design phase.
D)   just before we begin the first production operation.
E)   Regardless of when you fix the problem, costs are about the same.F) B) and C)
G) A) and B)

Question 10

Customer expectations tend to change over time, affecting their perception of service quality.

Accepted Answer

A) True 
 B)False

Question 11

Lost production time, scrap, and rework 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 D)

Question 12

To minimize quality risks, which of the following would be least likely to be outsourced to less-developed countries?

Accepted Answer

A)   rubber processing
B)   repetitive assembly
C)   packaging
D)   pharmaceuticals
E)   steel manufacturingF) B) and E)
G) A) and D)

Question 13

Because courtesy is subjective, it cannot be considered a factor in service quality.

Accepted Answer

A) True 
 B)False

Question 14

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 15

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Accepted Answer

A) True 
 B)False

Question 16

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 emphasize continuous-flow production
D)   ISO 14000 customers
E)   partners pursuing similar strategiesF) D) and E)
G) A) and B)

Question 17

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 18

Deciding how much to invest in the prevention of defects can be analyzed using:

Accepted Answer

A)   EVPI.
B)   net present value.
C)   weighted factor analysis.
D)   return on quality.
E)   break-even analysis.F) B) and D)
G) A) and C)

Question 19

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

Accepted Answer

A) True 
 B)False

Question 20

The process of identifying other organizations that are best at some facet of your operations, and then modeling your organization after them is known as:

Accepted Answer

A)   continuous improvement.
B)   employee empowerment.
C)   benchmarking.
D)   copycatting.
E)   industrial espionage.F) C) and D)
G) None of the above

Exam 9: Management of Quality

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

Correct AnswerverifiedShow Answer

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Correct AnswerverifiedShow Answer

In addition to correcting substandard work, employees have an ethical obligation to __________ whatever led to the quality problem as well.

Correct AnswerverifiedShow Answer

Because courtesy is subjective, it cannot be considered a factor in service quality.

Correct AnswerverifiedShow Answer

Customer expectations tend to change over time, affecting their perception of service quality.

Correct AnswerverifiedShow Answer

Deciding how much to invest in the prevention of defects can be analyzed using:

Correct AnswerverifiedShow Answer

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

Correct AnswerverifiedShow Answer

The Malcolm Baldrige National Quality 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

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

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

The primary difference between internal failures and external failures is time and place of discovery of the failure.

Correct AnswerverifiedShow Answer

The process of identifying other organizations that are best at some facet of your operations, and then modeling your organization after them is known as:

Correct AnswerverifiedShow Answer

Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

To minimize quality risks, which of the following would be least likely to be outsourced to less-developed countries?

Correct AnswerverifiedShow Answer

An organization achieves quality by consistently meeting its competitors' standards.

Correct AnswerverifiedShow Answer

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Correct AnswerverifiedShow Answer

Lost production time, scrap, and rework are examples of:

Correct AnswerverifiedShow Answer

The Baldrige award can only be won by manufacturing organizations.

Correct AnswerverifiedShow Answer

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

Correct AnswerverifiedShow Answer

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