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Match these items. -Shewhart


A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Correct Answer

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Six sigma


A) Refers to both 3.4 defects per million opportunities and a methodology for obtaining a high level of control of quality.
B) Implies three standard deviations above and three standard deviations below the process mean.
C) Refers to a portion of the ISO 9000 2000 standards that dictate quality level.
D) Means that customer specifications must be 6 standard deviations above the mean.

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The framework of quality that consisted of three elements was created by:


A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Philip Crosby
E) K. Ishikawa

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C

Match these items. -Baldrige Awards


A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Correct Answer

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Match these items. -Crosby


A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Correct Answer

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J

Which of the following is not true about the new ISO 9000 2000 standards?


A) They are more customer-oriented.
B) They mandate communication with customers and measurement of customer satisfaction.
C) They implicitly emphasize continuous improvement.
D) They require evaluation of the effectiveness of the quality management system
E) The terminology is changed to make standards more understandable

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Match these items. -TQM framework


A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Correct Answer

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As prevention costs increase:


A) Internal failure costs will increase.
B) Appraisal costs increase, but internal failure costs decline.
C) There will probably be no change in failure costs.
D) Appraisal, external failure costs, and internal failure costs should decline

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In 1998, _____ and _______ organizations became eligible for the Baldrige Award.

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educationa...

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One of the ways product quality and service quality differ is that


A) Service quality is difficult to measure before the customer receives it.
B) Services are generally higher quality than products.
C) Customers have higher expectations for service quality than product quality.
D) Service quality cannot be measured

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The new ISO 9000 2000 standards are much more _______ and also emphasizes _____ ______.

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customer-o...

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Which of the following statements is true of industry-focused benchmarking?


A) A difficult aspect of industry-focused benchmarking is identifying compatible partners.
B) It provides a way for companies to identify best practices that are world class, even if no competitor has a good system in place.
C) It is usually easier to get access to benchmarking partners for industry-focused benchmarking than for . process-focused benchmarking.
D) It is used to identify the best practices among competitors.

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D

In six sigma, DMADV differs from DMAIC in that


A) DMADV is used for suppliers, but not internally
B) DMAIC is used for services, but not products
C) DMADV is used for new products and services, but not for improving existing products and services.
D) DMAIC is used to obtain six sigma quality, while DMADV is used to achieve three sigma quality

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An automobile supplier has been encountering some problems with the quality of one its most profitable parts. Since the past year, the quality ratings received by its customers for this particular part have been unacceptable and dropping. To make matters worse, the company is encountering high turnover and absenteeism. The supplier is worried that unless some drastic measures are taken to improve quality and productivity, the major customers may take their business elsewhere. How could TQM be used to improve and build a quality part, and instill quality into the workforce?

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The student response should focus on the...

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U.S. companies have poured millions of dollars into quality programs in the past decade. Unfortunately, the programs do not always achieve the results the companies expect. In spite of the above, your company is considering entering the competition for a Baldrige Award. Prepare a memo outlining the pros and cons of applying for the Baldrige Award. Also, list some ways your company could judge whether its Baldrige initiative is working.

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The pros and cons are discussed in the "...

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Quality dimensions that are shared between products and services include reliability, responsiveness, assurance and empathy.

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Match these items. -Deming


A) Provides an excellent structure for developing a quality-driven organization
B) 14 principles of quality management
C) Applies to environmental aspects
D) Identifies 'best practices"
E) Set of quality assurance systems that must be in place
F) Quality planning, control, and improvement
G) Developed the PDCA cycle
H) For accomplishment of teams
I) Includes total involvement
J) Coined "Quality is free"

Correct Answer

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Which of the following statement is not true about quality certification programs?


A) For many companies, particularly those that interact globally, quality certification has become a. mandatory way of doing business.
B) The ISO 9000 standards specify a level of product or service quality that needs to be achieved.
C) In 2000, ISO 9002 and 9003 were discontinued, and ISO 9001 was replaced with one standard ISO 9000 2000.
D) The new ISO standards are much more customer-oriented and address customer satisfaction in greater detail.

Correct Answer

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Which of the following statements is true about dimensions of quality for product and services?


A) The dimensions of quality combine to provide an overall level of satisfaction with quality, which . contributes to the overall perception of value.
B) Customers view the quality dimensions of product and service separately.
C) Assurance and empathy are quality dimensions that are shared between product and services.
D) Quality dimensions for products are much more difficult to achieve than those of services.

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ISO 9000 specifies a set of _______ ______ _____ that must be in place.

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quality as...

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