Question 1

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 2

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

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

A tool that is not used for quality management is ________.

Accepted Answer

A)  Flowchart
B)  Histogram
C)  Perato Analysis
D)  Redesign
E)  Check sheetsF) A) and B)
G) C) and D)

Question 5

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is __________.

Accepted Answer

A)  brainstorming
B)  check sheets
C)  Pareto analysis
D)  cause-and-effect diagrams
E)  fail-safe methodsF) All of the above
G) B) and D)

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

Cause-and-effect diagrams are sometimes called:

Accepted Answer

A)  Pareto diagrams
B)  fishbone (Ishikawa)  diagrams
C)  run charts
D)  control charts
E)  none of the aboveF) B) and E)
G) B) and D)

Question 8

The Baldrige award is based on seven categories.Which is not one of those?

Accepted Answer

A)  Relative profitability
B)  Strategic planning
C)  Human resource focus
D)  Information and Analysis
E)  LeadershipF) A) and E)
G) C) and D)

Question 9

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following raises quality risks?

Accepted Answer

A)  currency fluctuations
B)  outsourcing to less-developed countries
C)  empowering employees
D)  benchmarking
E)  streamlining the supplier baseF) A) and B)
G) B) and E)

Question 11

The four dimensions of quality that are sometimes used to determine fitness for use of a product are ______.

Accepted Answer

A)  performance, special features, durability, and service after sale
B)  performance, special features, conformance, and reliability
C)  special features, conformance, reliability, and durability
D)  performance, conformance, reliability, and durability
E)  special features, conformance, durability, and service after saleF) A) and B)
G) B) and C)

Question 12

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Accepted Answer

A) True 
 B)False

Question 13

The tool that is useful in documenting the current process is:

Accepted Answer

A)  a control chart
B)  a Pareto chart
C)  a check sheet
D)  a flow chart
E)  a simo chartF) A) and D)
G) All of the above

Question 14

When problems arise in a total quality managed organization, it is important to assign blame and punish the worker responsible for causing the problem.

Accepted Answer

A) True 
 B)False

Question 15

Quality of design refers to the degree to which goods and services achieve the intent of the designers.

Accepted Answer

A) True 
 B)False

Question 16

Convenience, Reliability and Assurance are dimensions of service quality.

Accepted Answer

A) True 
 B)False

Question 17

A quality circle is ________.

Accepted Answer

A)  responsible for quality
B)  total quality control
C)  an inspection stamp found on meat
D)  a voluntary group of employees
E)  none of the aboveF) A) and B)
G) C) and D)

Question 18

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 19

The tool that is useful in the collection and organization of data is:

Accepted Answer

A)  a control chart
B)  a Pareto chart
C)  a check sheet
D)  a flow chart
E)  none of the aboveF) A) and D)
G) C) and D)

Question 20

If customer satisfaction doesn't always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Accepted Answer

A)  remediation
B)  retention
C)  rework
D)  repatriation
E)  reprocessingF) D) and E)
G) A) and E)

Exam 9: Management of Quality

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Correct AnswerverifiedShow Answer

The four dimensions of quality that are sometimes used to determine fitness for use of a product are ______.

Correct AnswerverifiedShow Answer

When problems arise in a total quality managed organization, it is important to assign blame and punish the worker responsible for causing the problem.

Correct AnswerverifiedShow Answer

The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is __________.

Correct AnswerverifiedShow Answer

A tool that is not used for quality management is ________.

Correct AnswerverifiedShow Answer

A quality circle is ________.

Correct AnswerverifiedShow Answer

The Baldrige award is based on seven categories.Which is not one of those?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

If customer satisfaction doesn't always lead to customer loyalty, firms may need to focus additional effort on __________ strategies.

Correct AnswerverifiedShow Answer

Which of the following raises quality risks?

Correct AnswerverifiedShow Answer

Quality of design refers to the degree to which goods and services achieve the intent of the designers.

Correct AnswerverifiedShow Answer

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Correct AnswerverifiedShow Answer

The tool that is useful in documenting the current process is:

Correct AnswerverifiedShow Answer

The tool that is useful in the collection and organization of data is:

Correct AnswerverifiedShow Answer

Convenience, Reliability and Assurance are dimensions of service quality.

Correct AnswerverifiedShow Answer

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

Correct AnswerverifiedShow Answer

Cause-and-effect diagrams are sometimes called:

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

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