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Exam 9: Management of Quality

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Question 31

Multiple Choice

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Management behaviors supporting an organizational culture that encourages continuous improvement include which of the following? (I) Develop a vision statement for the organization. (II) Develop a reward system that promotes the philosophy. (III) Institute continuous training programs. (IV) Make decisions that adhere to the philosophy.

A) I, II, and IV
B) I, II, III, and IV
C) I and III
D) II, III, and IV
E) II and IV

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Question 32

Multiple Choice

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ISO 9000 currently requires _____ of a certified organization.

A) quarterly reporting
B) product diversity
C) annual audits
D) a minimum of four supervisory levels
E) continuous improvement

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Question 33

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In market research, a group of consumers who express their opinions about a product or service is called a steering committee.

A tool that is not used for quality management is a:

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

Six sigma programs involve both __________ and __________ components.

The quality control improvement tool that resembles a "fishbone" is:

Which of the following raises quality risks?

Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information.

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

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

Modern quality management emphasizes finding and correcting mistakes before they reach the customer-catching the errors before they are shipped.

A quality circle is:

Reducing the variations in our product or service is an important key to perceived quality.

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.

Managers have obligations to a wide variety of stakeholders such as shareholders, employees, and customers. When considering outsourcing production to offshore suppliers, managers have to weigh: (I) cost benefits that might make shareholders wealthier. (II) quality issues that might make firms less productive and/or products riskier. (III) the investments already tied up in relationships with existing suppliers.

Among the guiding principles of six sigma are: (I) Reduction of variation is an important goal. (II) Valid measurement is critical. (III) Outputs determine inputs. (IV) We should focus on those critical few influences on our quality.

Serviceability, conformance, and reliability are dimensions of product quality.

ISO 9000 standards do not have a requirement for:

Convenience, reliability, and assurance are dimensions of service quality.