Question 1

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 2

Which of the following is not an element of TQM?

Accepted Answer

A)   continuous improvement
B)   competitive benchmarking
C)   employee empowerment
D)   team approach
E)   quality management as a specialized function within the firm

Question 3

Product design choices are usually the result of inputs from accounting and human resources.

Accepted Answer

A) True 
 B)False

Question 4

High quality and low prices are both considered to be dimensions of quality.

Accepted Answer

A) True 
 B)False

Question 5

A tool that depicts process variation graphically is a(n) :

Accepted Answer

A)   affinity diagram.
B)   checklist.
C)   control chart.
D)   flowchart.
E)   relationship diagram.

Question 6

ISO certification is similar to the Baldrige Award in its emphasis on:

Accepted Answer

A)   statistical tools.
B)   self-appraisal.
C)   teamwork.
D)   outsourcing.
E)   services.

Question 7

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A)   quality circles.
B)   quality assurance.
C)   brainstorming.
D)   Pareto analysis.
E)   cause-and-effect analysis.

Question 9

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Accepted Answer

A) True 
 B)False

Question 10

The typical difference between quality circles and continuous improvement teams is:

Accepted Answer

A)   quality circles work on product design only.
B)   continuous improvement teams work on product and process design.
C)   continuous improvement teams use only engineers, while quality circles use just the workers doing the work.
D)   the amount of employee empowerment.
E)   There is no difference-they are the same.

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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)   leadership

Question 13

The Deming Prize was established by the:

Accepted Answer

A)   American Statistical Association.
B)   Japanese.
C)   North American Free Trade Association.
D)   American Quality Society.
E)   World Trade Organization.

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

Giving workers responsibility for quality improvements and authority to make changes is known as:

Accepted Answer

A)   continuous improvement.
B)   passing the buck.
C)   benchmarking.
D)   employee empowerment.
E)   employee involvement.

Question 16

When considering service quality, convenience often is a major factor.

Accepted Answer

A) True 
 B)False

Question 17

Regardless of superior quality, consumers will not pay premium prices.

Accepted Answer

A) True 
 B)False

Question 18

When an organization comes to the realization that there are quality problems in products that are already in service, ethical approaches include:
(I)  divulging the information to the public at large.
(II)  recalling, if possible, affected products.
(III)  handling complaints on an individual rather than a systemic basis.

Accepted Answer

A)   I and III
B)   I and II
C)   II and III
D)   I, II, and III
E)   Neither I, II, nor III

Question 19

There is a positive link between quality and productivity.

Accepted Answer

A) True 
 B)False

Question 20

The "Control" phase of DMAIC is intended to ensure that:

Accepted Answer

A)   the proper subset of process inputs are monitored.
B)   variability reduction is pursued.
C)   data analysis is overseen.
D)   inputs are closely monitored.
E)   improvements are sustained.

Exam 9: Management of Quality

A tool that depicts process variation graphically is a(n) :

Correct Answer
verified

ISO certification is similar to the Baldrige Award in its emphasis on:

Correct Answer
verified

The "Control" phase of DMAIC is intended to ensure that:

Correct Answer
verified

There is a positive link between quality and productivity.

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

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

Correct Answer
verified

Regardless of superior quality, consumers will not pay premium prices.

Correct Answer
verified

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Correct Answer
verified

Product design choices are usually the result of inputs from accounting and human resources.

Correct Answer
verified

High quality and low prices are both considered to be dimensions of quality.

Correct Answer
verified

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

Correct Answer
verified

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Correct Answer
verified

The typical difference between quality circles and continuous improvement teams is:

Correct Answer
verified

Which of the following is not an element of TQM?

Correct Answer
verified

Giving workers responsibility for quality improvements and authority to make changes is known as:

Correct Answer
verified

The Deming Prize was established by the:

Correct Answer
verified

When considering service quality, convenience often is a major factor.

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

Exam 9: Management of Quality

A tool that depicts process variation graphically is a(n) :

Correct AnswerverifiedShow Answer

ISO certification is similar to the Baldrige Award in its emphasis on:

Correct AnswerverifiedShow Answer

The "Control" phase of DMAIC is intended to ensure that:

Correct AnswerverifiedShow Answer

There is a positive link between quality and productivity.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Regardless of superior quality, consumers will not pay premium prices.

Correct AnswerverifiedShow Answer

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Correct AnswerverifiedShow Answer

Product design choices are usually the result of inputs from accounting and human resources.

Correct AnswerverifiedShow Answer

High quality and low prices are both considered to be dimensions of quality.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Correct AnswerverifiedShow Answer

The typical difference between quality circles and continuous improvement teams is:

Correct AnswerverifiedShow Answer

Which of the following is not an element of TQM?

Correct AnswerverifiedShow Answer

Giving workers responsibility for quality improvements and authority to make changes is known as:

Correct AnswerverifiedShow Answer

The Deming Prize was established by the:

Correct AnswerverifiedShow Answer

When considering service quality, convenience often is a major factor.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
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