qualmag
Teams organized to perform entire jobs, rather than specialized, assembly line-type work are referred to as quality circles.
F
The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.
F
The total quality philosophy was initially based on only one principle—customer focus.
F customer focus, teamwork, and continuous improvement
According to the characterization of total quality by James W. Dean, Jr. and David E. Bowen, _____ are considered the foundation of the quality philosophy.
Principles
Which of the following is true of quality management during the age of craftsmanship that existed before the advent of industrial revolution?
Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them.
Which of the following is one of the key elements of Dr. Ishikawa's quality philosophy?
Quality begins with education and ends with education.
Problem-solving teams and project teams work more on an ad-hoc basis to address specific tasks or issues, often relating to quality improvement.
T
Services cannot be inventoried or inspected prior to delivery as manufactured goods.
T
The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis.
T
The Kaizen philosophy requires a significant cultural change from all employees in the organization including the top management.
T
The Taylor philosophy established an adversarial relationship between labor and management.
T
The core of a QMS is focused on creating the goods and services that customers want.
T
The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors.
T
The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.
finance and accounting
Strategic human resource management differs from traditional HR practices in that strategic human resource management
focuses on long-term, current, and future needs
The purchasing department helps a firm in achieving quality by:
providing quality-improvement training to suppliers.
The quality assurance function helps to achieve quality by:
providing special statistical studies and analyses to the manufacturing or business support functions.
Process control in manufacturing starts with the _____ process.
purchasing
In Juran's quality trilogy, the process of meeting quality goals during operations is called:
quality control
In Juran's quality trilogy, the process of breaking through to unprecedented levels of performance is called:
quality improvement
With regard to quality management systems, a ______ serves as a permanent reference for implementing and maintaining the system.
quality manual
In Juran's quality trilogy, the process of preparing to meet quality goals is called:
quality planning
With regard to quality management systems, _____ is a formal document that demonstrates a commitment to achieving high quality and meeting customer expectations.
quality policy
Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:
quality practices
Which of the following terms refers to a device that illustrates a natural process of variation?
quincunx
According to the dimensions of quality, as suggested by David A Garvin, _____ refers to the probability of a product's surviving over a specified period of time under stated conditions of use.
reliability
According to Kay Kendall and Glenn Bodison, which of the following "conditions of collaboration" refers to believing in the inherent worth of another person
respect (along with,
skill variety
the degree to which the job requires the worker to use a variety of talents
The term "workforce engagement" refers to:
the extent of workforce commitment, both emotional and intellectual, to accomplishing the work, mission, and vision of the organization.
Which of the following is true of consumers of an organization?
ultimate purchasers and users of the organization's products
Support processes generally add value directly to a product or service.
F
Services are produced prior to consumption.
F
Support processes generally require a higher level of attention than do value-creation processes.
F
Wide tolerances in product design have a positive impact on product characteristics.
F
Setting simple goals and targets is one of the practices that are used for implementing leadership as a quality management principle.
F
Special causes of variation in a production process arise from internal sources that are inherent in the process.
F
_____ 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.
Common causes of variation
Which of the following terms best represents a firm's ability to achieve market superiority?
Competitive advantage
According to _____, the only performance measurement is the cost of quality, which is the expense of nonconformance and the only performance standard is "Zero Defects (ZD). "
Crosby
Job design refers to how employees are organized in formal and informal units, suchas departments and teams, within an organization.
F
Manufacturing is generally more labor intensive compared to services.
F
Natural work teams are usually cross-functional, as they work on specific tasks or processes that cut across boundaries of several different departments.
F
According to Dr. Ishikawa's philosophy, data with dispersion information are false data.
F
According to Dr. Ishikawa's philosophy, the ideal state of quality control occurs when inspection becomes necessary.
F
According to Juran, the customers who fall under the category of "vital few" typically need only standardized attention as a group.
F
Assembly of products in a manufacturing plant is an example of a support process.
F
Crosby's philosophy demonstrates that quality management practices will not save, but cost money.
F
Deming laid out a "quality improvement program" for companies such as Ford, GM, and Procter & Gamble, when invited to work with them to improve their quality.
F
During the 1940s and 1950s, after the world war II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success.
F
For a manufacturing company, legal services will be considered an example of a value-creation process.
F
In the context of the dimensions of quality, as suggested by David A. Garvin, reliability is the amount of use one gets from a product before it physically deteriorates.
F
Instituting a strategy of quality improvement usually helps to increase short-run profitability.
F
Job design refers to how employees are organized in formal and informal units, such as departments and teams, within an organization.
F
The design aspect of process management focuses on continually seeking to achieve higher levels of performance, such as reduced variation, higher yields, fewer defects and errors, and smaller cycle times.
F
The function of tool engineers in manufacturing industries is to work with product design engineers to develop realistic specifications.
F
The production of services typically requires a lower degree of customization than does manufacturing.
F
The quality assurance team in a firm is solely responsible for ensuring that the products produced meet the required quality specifications.
F
The quality function deployment tool increases the time for new product development.
F
The transcendent definition of quality provides a means by which quality can be measured or assessed as a basis for practical business decisions.
F
Unlike Deming, however, Juran proposed a major cultural change in the organization, and did not take up improving quality by working within the system familiar to managers.
F
Variation in a production process increases capacity utilization.
F
Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers?
Focus groups
Who among the following in an organization are responsible for selecting appropriate technologies, equipment, and work methods for producing quality products?
Industrial engineers
Which of the following is true of the transcendent or judgmental perspective of quality?
It is of little practical value
Which of the following is the difference between Deming's and Juran's quality philosophy?
Juran sought to improve quality by working within the system familiar to managers.
process
common cause of variation
A product failure which occurs at the start of product life due to manufacturing or material defects such as a missing connection or a faulty component is referred to as functional failure.
T
A. V. Feigenbaum, a quality philosopher, promoted the use of quality costs as a measurement and evaluation tool.
T
Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information.
T
Common causes of variation in a production process are a result of the design of the product and production system.
T
Customer contact employees are often the only means by which a customer interacts with an organization.
T
Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company.
T
Customer-focused organizations empower their front-line people to do whatever is necessary to satisfy a customer.
T
Customers evaluate a service primarily by the quality of the human contact.
T
Employee engagement fosters creativity and innovation.
T
Employees who participate in team activities feel more empowered and receive better training in both job-related and problem solving skills.
T
Empowerment, teamwork, and good working environment motivate employees intrinsically.
T
Flowcharts enable management to study and analyze processes prior to implementation.
T
High quality of products is an important source of competitive advantage for organizations.
T
If an idea survives the concept stage of product development, the actual design process begins by evaluating design alternatives and determining engineering specifications for all materials, components, and parts.
T
Improvements in operations are achieved by reducing the causes and impacts of variation.
T
Inspection was the primary means of quality control during the first half of the twentieth century.
T
It is the responsibility of the marketing and sales department to learn about the products and product features that consumers want, and the prices they are willing to pay for those products.
T
Juran advocated the use of quality cost accounting and analysis to focus attention on quality problems.
T
One of the most important quality management techniques is basic statistics.
T
The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract.
T
The user perspective of quality judges a product based on how well the product performs its intended function.
T
manufacturing is generally more labor intensive compared to services
f
Which of the following is a creativity tool that finds extensive use in product design?
TRIZ
Most women in the township of Adington prefer to visit Sharon's Hair Salon because of the attractive interiors, well-designed equipment and neatly dressed employees. Which of the following dimensions is influencing customer perceptions of quality in the above scenario?
Tangibles
According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ______.
Top management
Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence?
Transcendent perspective
Which of the following principles supports statistical thinking, a philosophy of learning and action?
Variation exists in all processes.
The essence of Crosby's quality philosophy is embodied in what he calls the:
absolutes of quality management
The term workforce capability refers to an organization's ability to:
accomplish its work processes through the knowledge, skills, abilities, and competencies of its people
According to the gap model, the term "_____" refers to the outcome of the production process and what is delivered to the customer.
actual quality
Which of the following "conditions of collaboration," proposed by Kendall and Bodison, creates a congruency between what the organization stands for and the personal beliefs of the individual?
aligned values
Which of the following activities included in the DMADV process is focused on concept development from engineering and aesthetic perspectives and often includes the creation of drawings, virtual models, or simulations to develop and understand the functional characteristic of the product?
analyze
Ergo Industries, which manufactures automotive parts, had taken various measures to improve the quality of the products. The product-line managers at the company had the authority to stop production if they found the components to be defective without the approval of the senior management in the company and take measures to resolve the issue. This authority motivated the managers to perform their jobs better. According to Hackman and Oldham work design model, which of the following core job characteristics is influencing the performance of managers in the above scenario?
autonomy
Dr. Ishikawa is best known for developing a popular quality improvement tool called
cause and effect diagram
The process of measuring a company's performance against best-in-class companies and using that information as a basis to define the company's targets, strategies, and implementation is known as _____.
benchmarking
_____ is a process in which all major functions involved with bringing a product to market are continuously involved with product development from conception through sales.
concurrent engineering
ultimate purchaser of a product or service is referred to as a(n) _____
consumer
The quality team at Nigre, a cosmetics company, is continuously involved in monitoring the production process to ensure that the products are meeting specifications. They are also responsible for taking corrective measures when they identify variations in the products. In the context of the three major activities involved in process management, the quality team at Nigre, is engaged in the _____ activity of process management.
control
Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary?
control
Crosby's absolutes of quality management states the only performance measurement is the ________
cost of quality
The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.
customer
Which of the following perspectives of quality provides the basis for coordinating the entire value chain?
customer
The first House of Quality relates:
customer requirements to a product's overall technical tequirements
The term 'customer engagement' refers to:
customers investment in or commitment to a brand and product offerings
The _____ theory states that improvements in quality lead to lower costs because they result in less rework, fewer mistakes, fewer delays and snags, and better use of time and materials. Lower costs, in turn, lead to productivity improvements.
deming chain reaction
According to the classification system proposed by Juran, customers who belong to the group of 'the vital few':
deserve special attention on an individual basis.
The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services.
design
_____ is the process of designing a product for efficient production at the highest level of quality.
design for maneuverability
The final task in designing a customer satisfaction survey is to:
design the reporting format and data entry methods
Which one of the following Crosby's basic elements of improvement means that the top management must take quality improvement seriously?
determination
In accordance with Juran's breakthrough sequence, the path from problem to solution consists of two journey's and out of these two journeys, the one from symptom to cause is called:
diagnostic journey
Shenzen Electronics, a cell phone manufacturing company, buys microphones and bluetooth handsets from Atid Infotech which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is a(n) _____.
external customer
According to the manufacturing perspective of quality, quality is based on the relationship of product benefits to price
f
The purpose of Deming's _____ experiment is to show that people can and do affect the outcomes of many processes and create unwanted variation by "tampering" with the process, or indiscriminately trying to remove common causes of variation.
funnel
Affinity diagram is a tool that can be used by organizations to:
gather and organize a large number of ideas or facts
The inspection and testing function in a manufacturing system contributes to the quality of the product by:
gathering information that can be used to improve the quality of the products.
meaningfulness
have the feeling that their work is a significant contribution to the organization and the society
Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality.
hidden factory
The matrix used by the quality function deployment to ensure that the voice of the customer is carried throughout the production/delivery process is called the _____.
house of quality
Which of the following was one of Crosby's basic elements of improvement?
implementation
The management team at Kyra Electronics, is looking for ways to achieve higher levels of performance. It is trying to obtain higher yields and reduce cycle times. Kyra, is engaged in the _____ activity of process management.
improvement
The predicted reliability determined by the design of the product or process is called the _____ reliability.
inherent
Organizations can ensure that the quality is rooted in their culture by
internalizing quality at the personal level and encouraging employees to practice quality in all activities of life.
According to Deming, a product or service possesses quality if:
it enjoys a sustainable market
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?
kaoru ishikawa
In the context of service errors, which of the following is an example of a treatment error?
lack of courteous behavior
The marketing and sales department in an organization contributes to the quality of the product by:
learning the products and product features that consumers want and knowing the prices that consumers are willing to pay for them.
Which of the following perspectives of quality judges quality of a product on the basis of consistency in meeting product specifications?
manufacturing
Which of the following activities included in the DMADV process gathers the voice of the customer, identifies the vital characteristics that are most important to customers, and outlines the functional requirements of the product that will meet customer needs?
measure
Which of the following is true of the 'customer perceived value' measurement used by organizations to measure customer satisfaction?
measures how customers assess benefits of the product against the cost of making purchase decisions
According to Herzberg's Two-Factor theory, which of the following factors is an example of a motivational factor?
nature of work
Accelerated life testing involves:
over stressing components to reduce the time to failure and find weaknesses
The concept of total quality is defined as a(n):
people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
When a service ranks low on the dimensions of customer contact, labor intensity, and customization, the service providers need to emphasize on _____ to provide a high quality service to the customers.
physical facilities and procedures
_____ is an approach for mistake-proofing processes, developed by Shigeo Shingo, that involves using automatic devices or simple methods to avoid human error.
poka-yoke
New ideas are studied for feasibility in the _____ phase of product development.
preliminary concept development
According to the characterization of total quality by James W. Dean, Jr. and David E. Bowen, _____ are considered the foundation of the quality philosophy
principles customer focus, teamwork, and continuous improvement
Which of the following phases of product development usually includes prototype testing?
product/process development
A _____ is a temporary work structure that starts up, produces products or services, and then shuts down.
project
A _____ is a set of functions or activities within an organization that work together for the aim of the organization.
system
According to the product perspective of quality, larger number of product attributes are equivalent to higher quality.
t
Although quality can drive business success, it cannot guarantee it, and one must not infer that business failures or stock price drops are the result of poor quality.
t
Breakthrough improvement refers to discontinuous change, as opposed to the gradual, continuous improvement philosophy of kaizen.
t
Employees who embrace quality as a personal value often go beyond what they're asked or normally expected to do in order to provide extraordinary service to a customer.
t
People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain.
t
The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs.
t
The receiving department in an organization ensures that the delivered items are of the quality specified by the purchase contract
t
Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer.
t
customers evaluate a service primarily by quality of the human contact
t
it is the responsibility of the marketing and sales department to learn about the product features that consumers want, and the prices they are willing to pay for those products.
t
six sigma integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation.
t
The term "voice of the customer" refers to:
the customer requirements as expressed in the customers own terms
Which of the following is most likely to be true of a customer-focused organization?
they make it easy for the customers to conduct business
According to Peter Scholtes, a noted consultant, when people don't understand systems:
they see the symptoms but not the deep causes of problems.
According to Peter Scholtes, a noted consultant, when people don't understand variation
they see trends where there are none.
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.
total quality control
Customers generally view quality from the _____ perspective.
transcendent
Which of the following perspectives of quality is most likely to be meaningful to people who work in marketing because they are responsible for determining the needs and expectations of the customers?
user perspective
In Deming's view, _____is the chief culprit of poor quality.
variation
Which of the following principles supports statistical thinking, a philosophy of learning and action?
variation exists in all processes
self-determination
when employees are allowed to achieve their own unique levels of excellence.
_____ refers to an organization's ability to ensure sufficient staffing levels to accomplish its work processes and successfully deliver products and services to customers, including the ability to meet seasonal and varying demands.
workforce capacity
Which of the following can be regarded as a task error in a service process?
working on the wrong order
According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding a fixing them.
zero defects
