MGT 398 1 &2

The essence of Crosby's quality philosophy is embodied in what he calls the: a. absolutes of quality management b. the breakthrough sequence c. quality trilogy d. Deming chain reaction theory

a. absolutes of quality management

Which of the following perspectives of quality provides the basis for coordinating the entire value chain? a. customer perceptive b. user perceptive c. transcendent perceptive d. Value perceptive

a. customer perceptive

The inspection & testing function in a manufacturing system contributes to the quality of the product by: a. gathering information that can be used to improve the quality of products. b. selecting quality-conscious suppliers and ensuring that purchase orders clearly define that quality requirements specified by product design and engineering. c. designing and maintaining the tools used in manufacturing of products. d. selecting appropriate technologies, equipment, & work methods for producing quality products.

a. gathering information that can be used to improve the quality of products.

Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications? a. manufacturing perspective b. user perspective c. value perspective d. transcendent perspective

a. manufacturing perspective

A consumer electronics company introduced a new music system into the market with multiple features like built in alarm, mobile and iPod charger, radio and many more. The company is trying to influence the ______ perspective of quality by providing multiple features in a single product. a. product b. user c. value d. transcendent

a. product

In Juran's quality trilogy, the process of breaking to unprecedented levels of performance is called: a. quality improvement. b. quality control. c. quality planning. d. quality leadership.

a. quality improvement.

According to Peter Scholtes, a noted consultant, when people don't understand variation: a. they don't understand past performance so they can't predict future performance. b. they are more likely to distinguish between face and opinion. c. they know when expectations are realistic. d. they don't see events as individual incidents.

a. they don't understand past performance so they can't predict future performance.

According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive positions lies with ____. a. top management b. suppliers c. middle management d. employees

a. top management

Instituting a strategy of quality improvement usually helps to increase long-run profitability. a. true b. false

a. true

______ is the term used when managing for quality in all organizational processes. a. Little q b. Big q c. quality assurance d. process management

b. Big q

______ are a result of the design of the product and production system and generally account for about 80 to 95 percent of the observed variation in the output of a production process. a. Remedial causes of variation b. Common causes of variation c. Assignable causes of variation d. Special causes of variation

b. Common causes of variation

Which of the following is true regarding internal customers of an organization? a. They buy products or services for their own personal use. b. They receive goods or services from suppliers within the organization. c. They are the ultimate purchasers of a product or service. d. They do not add any value to the product before it reaches the consumer.

b. They receive goods or services from suppliers within the organization.

The value perspective of quality is more important at the ____ stage in the creation and delivery of good and services. a. manufacturing b. design c. marketing d. distribution

b. design

Organizations can ensure that the quality is rooted in their culture by: a. encouraging employees to do more than what they are expected to do through reward programs. b. internalizing quality at the personal level and encouraging employees to practice quality in all activities of life. c. ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements. d. allotting sufficient budget for equipment, training, and other means of assuring quality.

b. internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.

Which of the following is true regarding the six-sigma approach to quality improvement? a. it does not address problems involving cost reduction and efficiency. b. it integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation. c. it become less efficient in addressing problems related to quality and efficiency if the six-sigma tools are combined with lean tools from the Toyota production system. d. it focuses entirely on the training and education of managers and not the front-line employees and the technical staff in the organization.

b. it integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation.

The concept of total quality is defined as a(n): a. customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation. b. people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost c. structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them. d. integrated approach to organizational performance management that results in lower consumption of resources.

b. people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost

In Deming's view, ______ is the chief culprit of poor quality. a. concurrent engineering b. variation c. agility of the production process d. low level of tolerance in manufacturing

b. variation

Which of the following is one of the four elements of Deming's system of profound knowledge? a. Quality leadership b. Suboptimization c. Appreciation for a system d. Modern quality technology

c. Appreciation for a system

Who among the following influenced the development of a participative, bottom-up view of quality, which became the trademark of the Japanese approach to quality management? a. Joseph Juran b. A. V. Feigenbaum c. Kaoru Ishikawa d. Philip B. Crosby

c. Kaoru Ishikawa

Which of the following points about Crosby's absolutes of quality management is true? a. Doing jobs right the first time is expensive. b. Quality means conformance to elegance, not requirements. c. The only performance measurement is the cost of quality. d. The burden of responsibility for solving quality problems falls only on the quality department.

c. The only performance measurement is the cost of quality.

Which of the following principals supports statistical thinking, a philosophy of learning and action? a. Variations make it easy to understand root causes in a production process issue. b. Understanding and increasing variation are keys to success. c. Variation exists in all processes. d. All work occurs in a system of independent processes.

c. Variation exists in all processes.

The ultimate purchases of a product or service is referred to as a(n) _______. a. supplier b. external customer c. consumer d. internal customer

c. consumer

Improved conformance in production or service delivery tends to increase profitability as: a. it helps in differentiating the product from its competitors and improves the perceived value of the product. b. it ensures that the services are performed according to the convenience of the customer. c. it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses. d. it leads to improved employee motivation.

c. it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses.

The marketing and sales department in an organization contributes to the quality of the product by: a. bringing together technical staffs from both the buyer's and suppliers' companies to design products and solve technical problems. b. designing and maintaining the tools used in manufacturing and inspection of goods. c. learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them. d. ensuring that the items delivered by the suppliers are of the quality specified by the purchase contract.

c. learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.

The production of services differs from manufacturing as services: a. can be inspected prior to delivery. b. require lesser customization compared to manufacturing goods. c. produce outputs that are mostly intangible. d. are less labor intensive and involve minimal human interaction.

c. produce outputs that are mostly intangible.

Dr. Ishikawa is best known for developing a popular quality improvement tool called ______. a. u-chart b. process capability index c. histogram d. cause-and-effect diagram

d. cause-and-effect diagram

Customer evaluate a service primarily by the: a. speed of the service. b. accuracy of the service. c. quality of the service. d. degree of customization offered by the service.

c. quality of the service.

According to Peter Scholtes, a noted consultant, when people don't understand systems: a. they try to resist the process of change. b. they are less likely to distinguish between fact and opinion. c. they blame individuals for problems even when those individuals have little or no ability to control the events around them. d. they don't see events as individual incidents but assume it to be combined result of several independent forces.

c. they blame individuals for problems even when those individuals have little or no ability to control the events around them.

Which of the following perspective of quality judges a product on the basis of how well the product performs its intended value? a. value perspective b. product perspective c. user perspective d. manufacturing perspective

c. user perspective

Which of the following terms best represents a firm's ability to achieve market superiority? a. Flexibility b. Agility c. Quality assurance d. Competitive advantage

d. Competitive advantage

According to _____, the only performance is the cost of quality, which is the expense of non conformance and the only performance standard is "Zero Defects (ZD)." a. Ishikawa b. Juran c. Deming d. Crosby

d. Crosby

Which of the following is true of quality management during the age of craftsmanship that existed before the advent of industrial revolution? a. inspection was the primary means of quality control. b. various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output. c. ensuring quality of the products was the responsibility of the quality departments and not the workers who were directly involved in creating the products. d. quality assurance was informal and efforts were made to ensure the quality was built into products by the people who produced them.

d. quality assurance was informal and efforts were made to ensure the quality was built into products by the people who produced them.

In Juran's quality trilogy, the process of preparing to meet quality goals is called: a. quality leadership. b. quality control. c. quality improvement. d. quality planning.

d. quality planning.

Feigenbaum defined the term ______ as an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction. a. absolutes of quality management b. basic elements of improvement c. quality trilogy d. total quality control

d. total quality control

Kosher's a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the ______ perspective of quality. a. user b. product c. manufacturing d. value

d. value