Total Quality Management
Which of the following factors is not addressed by the reengineering approach to quality improvement? A information analysis B team approach C quality assurance D strategic planning E customer focus
A
With ________ inspection, all work is inspected at each stage of the manufacturing process, and the workers inspect their own work. A in-process B multilevel C line-stop D dynamic E continuous
A
________ refers to activities associated with guaranteeing the quality of a product or service. A Quality assurance B Quality management CQuality implementation D Quality control E Quality execution
A
According to Juran, the language of things pertains to ________. A quality inspectors B workers C managers D quality managers E engineers
B
The portion of a firm's environment that has to do with the operating structure the firm encounters when globalizing is called the ________ environment. A global B economic C social D physical E task
E
A service provider that consistently provides caring, individualized attention to its customers would score high on the ________ dimension of service quality. A empathy B assurance C responsiveness D service reliability E tangibles
A
The theory of scientific management was proposed by ________. A Frederick W. Taylor B W. Edwards Deming C Philip Crosby D Kaoru Ishikawa E Joseph M. Juran
A
What is the first step in the registration process for ISO 9000:2015? A inquiry B phase 1 audit C process audit D certification audit E client contract
A
What is the most important and most difficult step of the ISO process? A selecting a registrar B process audit C contracting with the client D certification audit E phase 1 audit
A
The facet of reliability engineering that determines whether a product will fail under controlled conditions during a specified life is referred to as ________. A concurrent prototyping B life testing C reengineering D value stream mapping E statistical process control
B
The systems view is associated with which of the following perspectives of quality? A strategic management B operations C financial D engineering E marketing
B
Which of Garvin's dimensions of quality include the "bells and whistles" contained in products? A perceived quality B features C performance D conformance E aesthetics
B
________ is credited with democratizing statistics. A Armand Feigenbaum B Kaoru Ishikawa C Philip Crosby D Joseph M. Juran E Genichi Taguchi
B
In his value chain, Deming linked quality improvements to ________. A improvements in reliability and reduction in costs B increase in efficiency and improved product features C reduction in defects and improved organizational performance D improved organizational performance and reduction in costs E improved product features and improved durability
C
In the multilevel approach, the top level includes the ________ approach. A consensus B strategic C full-Baldrige D Baldrige-lite E Baldrige quality
C
Michael Hammer and James Champy are most closely identified with ________. A total quality management B statistical process control C reengineering D Six Sigma quality E benchmarking
C
Which of the following is not one of Shingo's seven wastes? A waste of transportation B waste of stocks C waste of funds D waste of motion E waste of waiting
C
________ include all of those activities involving interaction with suppliers. A Inbound logistics B Core process activities C Upstream activities D Downstream activities E Outbound logistics
C
________ minimizes the number of suppliers used, resulting in decreased variability. A Constancy of purpose B Parallel processing C Single source purchasing D Management by objective E In-process management
C
________ referred to the communication problem when he stated that "the language of management is money." A Crosby B Garvin C Juran D Deming E Shewhart
C
Experience with cross-functional teams has been difficult for many firms due to ________. A increasing inflexibility B increasing redundancy C differing corporate goals D poor communication skills E lack of quality training
D
In the ________ approach, the scores required to win the state awards are lower than those for the national awards. A multilevel B consensus C Baldrige-lite D full-Baldrige E Baldrige quality
D
The ________ process is based on the scientific method, which includes the phases of analysis, relation, and generalization. A quality execution B quality assurance C quality implementation D quality control E quality management
D
The first theoretical attempt to link quality improvement to financial results was the ________. A 360-degree evaluation B law of diminishing marginal returns C Juran cost-benefit analysis D Deming value chain E Garvin quality matrix
D
The focus of ISO 9000:2015 is to ________. A reward European firms that embrace quality management techniques B encourage the adoption of total quality management in Europe C teach European firms the importance of quality management D provide a standardized format for firms to document their quality systems in order to facilitate trade E provide a framework for organizational improvement and change
D
Which of the following Baldrige criteria focuses on how a firm assesses the relative importance of product or service features to the customer? A strategic planning B business results C leadership D customer focus E operations focus
D
________ is best known for his book, The 7 Highly Effective People. A James Champy B Michael Hammer C Tom Peters D Stephen R. Covey E Robert C. Camp
D
________ is the degree to which a product tolerates stress or trauma without failing. A Conformance B Reliability C Performance D Durability E Serviceability
D
________ means that all levels of management and workers are actively involved in quality. A Cross-functional deployment B Horizontal deployment C Multilevel deployment D Vertical deployment E Parallel deployment
D
________ was responsible for the development and dissemination of the basic seven tools of quality. A Joseph M. Juran B Armand Feigenbaum C Genichi Taguchi D Kaoru Ishikawa E Philip Crosby
D
Researchers use ________ to propose a model based on prior research, and design an experiment to test the theoretical model. A induction B abstraction C supposition D simulation E deduction
E
The ________ for quality was established in 1951 by the Japanese Union of Scientists and Engineers. A Ishikawa Prize B Juran Prize C Taguchi Prize D Baldrige Prize E Deming Prize
E
The first view of lean manufacturing is a philosophical view of ________. A strategic planning B product development C inventory control D reengineering E waste reduction
E
Which of the following activities is related to quality assurance? A performing acceptance sampling B providing leadership and support C facilitating organizational communication D reducing process variability E experimental design
E
Which of the following categories is not a criterion for the Malcolm Baldrige Award? A strategic planning B operations focus C leadership D business results E Internet competencies
E
________ refers to a reference point for determining the quality level of a product or service. A Quality of conformance B Quality loss function C Specific quality D Hothouse quality E Ideal quality
E
An operations perspective on quality involves a subjective assessment of the efficacy of every step of the process for the customer. True False
FALSE
Deming proposes the need for mass inspection to improve quality. True False
FALSE
Fast design cycles are a result of the departmental approach to design. True False
FALSE
The Baldrige criteria specify which tools, techniques, or organization a company should use to improve. True False
FALSE
The Japanese approach follows the policy that when problems exist in business, the first reflex is to hide the problems as though they do not exist. True False
FALSE
The operations management view of quality is rooted in the marketing approach. True False
FALSE
Tom Peters is the principle pioneer of benchmarking. True False
FALSE
Value stream mapping and Six Sigma are upstream activities in supply chain management. True False
FALSE
The relation phase of quality control involves perceiving how interrelationships apply to the larger phenomenon of quality being studied. True False
False
Americans have a command-and-control approach to quality based upon a culture of political and military business management practices. True False
TRUE
Breakthrough improvement implies the process has been studied and that some major improvement has resulted in large nonrandom improvement to the process. True False
TRUE
Cleaning plant and equipment to eliminate dirtiness that can hide or obscure problems is called seiso. True False
TRUE
Electronic data interchange is used to link customer purchasing systems to supplier enterprise resource planning systems. True False
TRUE
High customer involvement plays a major role in the determination of service quality. True False
TRUE
Just-in-time purchasing involves the usage of long-term contracts that result in the ability to develop and certify suppliers. True False
TRUE
Michael Hammer and James Champy are most closely identified with reengineering. True False
TRUE
Providing employee recognition and planning for quality improvement are activities related to quality management. True False
TRUE
Quality circles are natural work teams made up of workers who are empowered to improve work processes. True False
TRUE
Strategic Planning is part of the framework for quality management. True False
TRUE
The Deming Prize is awarded to individuals and groups who have contributed to the field of quality control. True False
TRUE
The major theoretical contribution of Ishikawa is his emphasis on total involvement of the operating employees in improving quality. True False
TRUE
The three aspects of the Juran trilogy are planning, control, and improvement. True False
TRUE
The underlying precept of reengineering is that firms can become inflexible and resistant to change. True False
TRUE
The visibility technique used by the Japanese is called andon, or warning lights. True False
TRUE
