Question 1

According to Deming,it is management's system that is primarily responsible for poor quality,not employees.

Accepted Answer

A) True 
 B)False

Question 2

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 3

Which of the following is not an example of an external failure cost?

Accepted Answer

A)  Warranty claims
B)  Handling complaints
C)  Loss of customer goodwill
D)  Scrap and rework during production
E)  Price discounts to offset inferior qualityF) B) and D)
G) C) and D)

Question 4

Which of the following is a structured and documented management system describing the policy,responsibilities,and implementation plan for ensuring quality?

Accepted Answer

A)  Continuous improvement
B)  Quality assurance
C)  Quality at the source
D)  Quality management system
E)  ISO 9001F) B) and E)
G) C) and E)

Question 5

ISO 9001 certification requires an ongoing series of audits and the need to be re-registered every three years.

Accepted Answer

A) True 
 B)False

Question 6

Step 4 in the basic steps used in problem solving is Generate Potential Solutions.What is this step intended to identify?

Accepted Answer

A)  Root cause
B)  The problem
C)  The solution to the problem
D)  The appropriate measurement tool
E)  Possible problemsF) All of the above
G) A) and B)

Question 7

Which of the following are dimensions of service quality?

Accepted Answer

A)  performance
B)  conformance
C)  timeliness
D)  durability
E)  perceived qualityF) B) and C)
G) D) and E)

Question 8

Quality planning and administration,quality training,and quality control procedures 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) C) and D)

Question 9

Six Sigma quality refers to having a very capable and precise processes that make only _____ or _____ defects per million parts produced.

Accepted Answer

A)  1 or 2
B)  3 or 4
C)  9 or 10
D)  99 or 100
E)  199 or 200F) B) and E)
G) A) and B)

Question 10

A control chart is a visual representation of the key steps in a process.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

Focusing attention on the most important problem areas is referred to as:

Accepted Answer

A)  5W2H approach.
B)  quality assurance.
C)  benchmarking.
D)  Pareto analysis.
E)  cause-and-effect analysis.F) B) and E)
G) C) and D)

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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 15

Typically a key distinction between quality circles and continuous improvement teams is the amount of authority given to each group.

Accepted Answer

A) True 
 B)False

Question 16

The PDSA cycle forms the problem solving methodology for continuous improvement.

Accepted Answer

A) True 
 B)False

Question 17

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Accepted Answer

A) True 
 B)False

Question 18

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Accepted Answer

A)  quality circles are more structured and formal.
B)  continuous improvement teams only work on product design whereas quality circles focus on both product and process design.
C)  continuous improvement teams use only engineers while quality circles use just the workers doing the work
D)  quality circles tend to have less authority.
E)  there is no difference-they are the same.F) D) and E)
G) A) and B)

Question 19

Which of the following are key elements of Deming's beliefs?

Accepted Answer

A)  The need to reduce variation in output.
B)  Implementing mass inspection whereby all output is checked for quality problems
C)  Motivate workers using numerical quotas based on work standards.
D)  Retain barriers between departments.
E)  Managers should manage and workers should be only responsible to produce.F) B) and D)
G) B) and C)

Question 20

Which of the following is not one of Deming's 14 points of quality?

Accepted Answer

A)  Create constancy of purpose toward improvement of goods and services.
B)  Institute modern methods of training.
C)  Cease dependence on mass inspection.
D)  Break down barriers between departments.
E)  Award supply contracts primarily on the basis of price.F) A) and D)
G) B) and D)

Exam 14: Management of Quality

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

Correct AnswerverifiedShow Answer

The PDSA cycle forms the problem solving methodology for continuous 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

A control chart is a visual representation of the key steps in a process.

Correct AnswerverifiedShow Answer

Which of the following are key elements of Deming's beliefs?

Correct AnswerverifiedShow Answer

Step 4 in the basic steps used in problem solving is Generate Potential Solutions.What is this step intended to identify?

Correct AnswerverifiedShow Answer

Six Sigma quality refers to having a very capable and precise processes that make only _____ or _____ defects per million parts produced.

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

Which of the following are dimensions of service quality?

Correct AnswerverifiedShow Answer

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is not an example of an external failure cost?

Correct AnswerverifiedShow Answer

According to Deming,it is management's system that is primarily responsible for poor quality,not employees.

Correct AnswerverifiedShow Answer

Which of the following is not one of Deming's 14 points of quality?

Correct AnswerverifiedShow Answer

Focusing attention on the most important problem areas is referred to as:

Correct AnswerverifiedShow Answer

ISO 9001 certification requires an ongoing series of audits and the need to be re-registered every three years.

Correct AnswerverifiedShow Answer

Which of the following is a structured and documented management system describing the policy,responsibilities,and implementation plan for ensuring quality?

Correct AnswerverifiedShow Answer

Quality planning and administration,quality training,and quality control procedures are examples of:

Correct AnswerverifiedShow Answer

Typically a key distinction between quality circles and continuous improvement teams is the amount of authority given to each group.

Correct AnswerverifiedShow Answer

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Correct AnswerverifiedShow Answer

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Six Sigma quality refers to having a very capable and precise processes that make only _ or _ defects per million parts produced.

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