OM Chapter 9
One dimension of Quality is product Performance. Match the customer expectation result with the different performance relationship: A - Meets B - Exceeds C - Does not meet 1 - Performance > Expectations 2 - Performance < Expectations 3 - Performance = Expectations
A - 3 B - 1 C - 2
Which of the following determinants of quality refers to the degree to which goods and services achieve the intent of designers? A - Quality of conformance B - Quality of design C - Service after delivery D - Ease of use
A
Which of the following is an example of a Process Improvement goal? A - Reduce cost and increase productivity by eliminating scrap & rework B - Increase market share by acquiring competitor company with excellent quality reputation C - Remove process waste and increase processing time using kaizen
A
Which quality tool focuses attention on the most important problem area by showing the relatively few factors which account for a large percentage of total cases? A - Pareto analysis B - Histogram C - Flowchart D - Check sheet
A
Who in an organization is responsible for ensuring that goods are not damaged in transit? A - Packaging and shipping B - Design C - Customer service D - Production/Operations
A
Match the Quality Award with the issuing government. A - Baldridge Award B - Deming Prize C - European Quality Award 1 - United States of America 2 - European Union 3 - Japan
A - 1 B - 3 C - 2
In the search for Quality, various Idea Generation methods may be used. Match the approach with its definition. A - Benchmarking B - Quality Circles C - Brainstorming 1 - A number of workers who get together periodically to discuss ways of improving products and processes 2 - Measuring an organization's performance on a key customer requirement against the best in the industry or any industry 3 - A group shares thoughts/ideas about a problem in a relaxed atmosphere for unrestrained collective thinking
A - 2 B - 1 C - 3
Match the quality management guru with their key contribution A - Shewhart B - Deming C - Feigenbaum D - Crosby E - Ishikawa 1 - 14 points; special vs. common cause of variation 2 - Statistical control charts 3 - Quality is total field; customer defines quality 4 - Cause-and-effect diagrams; quality circles 5 - Quality is free; zero defects
A - 2 B - 1 C - 3 D - 5 E - 4
Match the steps of the problem solving Plan-Do-Study-Act cycle with the defined activities. A - Plan B - Do C - Study D - Act 1 - Evaluate the data collected during implementation and check against plan goals. 2 - Define problem then document, collect and analyze data to determine possible causes. 3 - Given successful results, standardize the new plan and communicate change. Provide training. 4 Implement change plan on small scale and collect data for evaluation.
A - 2 B - 4 C - 1 D - 3
What is the first step in the problem solving process? A - Generate potential solutions. B - Define the problem and establish an improvement plan. C - Develop performance measures and collect data. D -Analyze the problem.
B
Which ISO certification concerns what an organization does to minimize harmful effects to the environment caused by its operations? A - ISO 9000 B - ISO 14000 C - ISO 16000
B
Which dimension of quality is shared by both products and services. A - Tangibles B - Reliability C - Special features D - Assurance
B
Which of the determinants of quality improves the likelihood that products will continue to function in the way in which they were intended to function long into the future? A - Service after delivery B - Ease of use C - Packaging and shopping D - Quality of conformance
B
Which of the following is an example of making "Time," a service dimension of quality, measurable? A - What time does the store open? B - How long did the customer have to wait? C - How long does it take to buy a new cash register? D - What is the length of time required to hire a new employee.
B
Select the best definition of Process Improvement. A - Applying the Plan-Do-Study-Act cycle to an organization's problems B - Implementing total quality management at an organization's process level C - Documentation, measurement and analysis of a process for the purpose of improving it
C
The dimensions of quality are too abstract to be operationalized (acted upon) and must subsequently be broken down and made what? A - Bulletized B - Conceptualized C - Measurable D - Performable
C
What are the three key areas of the Total Quality Management philosophy? A - Top management involvement, statistical process control, company-wide training B - Benchmark, team approach, quality at the source C - Continuous improvement, involve everyone, customer satisfaction
C
What is SERVQUAL? A - A Service Sector quality award given annually B - A customer survey template used in the Service Industry C - A quality audit tool used
C
What is a primary determinant of quality? A - Inventory levels B - Reliability C - Design D - Instructions
C
What is the difference between internal and external failure costs with respect to Quality? A - Internal costs are incurred by full-time employees, external costs are incurred by suppliers. B - Internal costs are from defects inside a product; external costs are from surface defects. C - Internal costs are incurred before delivery; external costs are incurred after delivery.
C
Which of the following is a sign that Total Quality Management implementation may not be successful? A - The memo announcing Total Quality Management adoption company-wide has typographical errors in it. B - The head of the Quality department is not invited to the company's long range planning meeting. C - A practitioner gathers an improvement team of key players but the team members' managers say they cannot participate.
C
Which of the following is true about following the steps of problem solving? A - Generate potential solutions comes before Analyze the problem B - Establish performance measures and collect data comes before Define the problem C - Monitor the solution to see if goal is accomplished comes after implement the solution
C
Which quality tool is useful in deciding if there is a correlation between the values of two variables? A - Check sheets B - Histograms C - Scatter diagrams D - Control charts
C
Which quality tool is useful in monitoring a process to detect the presence of correctable causes of variation? A - Check sheets B - Scatter diagrams C - Control charts D - Histograms
C
Who in an organization has responsibility for Quality? A - Quality Assurance B - Manufacturing C - All Members D - Top Management
C
Who in an organization is ultimately responsible for establishing strategies for quality? A - Marketing B - Operations management C - Top management D - Design
C
Select all that apply Which of the following statements is/are correct about the Deming Prize. A - Only awarded to Japanese companies B - Named after a German quality guru C - Senior management must be involved in Quality to win D - Focuses on statistical quality control
C and D
Select all the below statements is/are examples of unethical behavior with respect to Quality? A - Not performing periodic inspections to apprise the quality a product/service B - Scrapping product when it could be reworked and brought up to conformance C - Shipping product with known defects for distribution to customers D - Failure to issue a product recall when indicated
C and D
Which of the following determinants of quality refers to the inclusion or exclusion of certain product or service features? A - Ease of use B - Quality of conformance C - Service after delivery D - Quality of design
D
Which quality tool is useful in monitoring a process to detect the presence of correctable causes of variation? A - Scatter diagrams B - Histograms C - Control charts D - Check sheets
D
Which of the following statements about the Baldridge Award are correct?
Evaluates organizations approaches in 7 comprehensive areas Created to to identify and recognize role-model organizations Even organizations that do not win benefit from applying
True or false: The dimensions of product quality are same as for service quality.
False
True or false: To meet or exceed customer expectations, product quality performance is less the customer expectations.
False
Put the stages in quality management evolution in order with 1 being the being the earliest and 5 being the latest. A - Scientific Management applied observation methods and inspection to manufacturing B - In the guide era, skilled craftsmen produced the entire product with pride of workmanship C - With division of labor after the industrial revolution workers felt less responsible for the final product. D - During World War 2 and post-war era, industries used statistical sampling methods on products & raw materials. E - Quality efforts turned to product design evaluation, expanded to service industry than evolved to prevention techniques.
1 - B 2 - C 3 - A 4 - D 5 - E
How do Total Quality Management practitioners view problems? A - As opportunities for improvement B - The more problems, the longer it will take to implement TQM C - Lower skilled employees create more problems D - A gauge of how defective the company's products are
A
Select the best definition of appraisal cost with respect to Quality. A - The cost of inspection, testing and other activities intended to uncover defective products or services. B - The cost to estimate the price structure of a product/service to ascertain perceived value versus quality C - The cost to evaluate a product/service design for producibility and customer usability.
A
Successful management of quality requires what? A - That managers have insights on various aspects of quality. B - That managers have insights to employee performance. C - That managers have insights on various aspects of fixed and variable costs
A
The four primary determinants of Quality such that a product or service satisfies its intended purpose are _________. A - design, conformance, ease of use and after-delivery service B - dimensions, shape, features, overall appearance C - specifications, manufacturing, user instructions, shopping
A
What is a broad definition of Quality? A - The ability of a product/service to consistently meet or exceed customer requirements or expectations. B - The overall aesthetic appeal and functioning of a product/service to be higher than the competition's C - The ability of the product/service key parameters to fall within the specification limits.
A
What is a good working definition of Quality? A - Customer-dependent B - One time improvement C - Value for price
A
Match these 4 Quality Tools with the correct description. A - Scatter Diagram B - Control Chart C - Run Chart D - Cause & Effect Diagram 1 - Statistical chart and time-ordered values with upper and lower limits 2 - Diagram used to organize search for problem causes by category 3 - Graphing showing degree and relationship between two variables 4 - Chart used to track values of a variable over time
A - 3 B - 1 C - 4 D - 2
Match the Quality Tool with the description. A - Flowchart B - Check Sheet C - Histogram D - Pareto Chart 1 - A tally of problems/events by category 2 - Empirical frequency distribution chart 3 - Diagram arranging category frequencies from highest to lowest 4 - Diagram of process steps
A - 4 B - 1 C - 2 D - 3
Select all that apply What are the responsibilities of Production/Operations with respect to Quality? A - Monitor processes and correct root causes of problems B - Produce to design specifications C - Provide Quality training for the overall organization D - Determine customer needs and report problems with products/services
A and B
Select all that apply Which of the following statements about ISO 9000 Certification is/are correct? A - Critical for doing business overseas, especially in Europe B - Focuses on the products and services more than organization's processes C - An organization should strive for continual improvement to be certified D - The process to get certified and registered takes 24-36 months typically
A and C
Select all that apply Which of the following supply chain actions affect an organization's quality? A - Late or missed deliveries B - Lead times too short C - Defects in purchased parts
A and C
Select all that apply If management culture in a traditional organization is characterized by lick of openness, inconsistent objectives, and enforcing orders, what would the culture be like in a Total Quality Management organization? A - More like coaching-removing barriers & building trust B - Rewarding employees with incentives like monetary compensation for meeting quotas C - Unprofessional and unethical behavior, lack of regard for employees or customers D - An open system that encourages employee inputs and caters for consistent objectives
A and D
Select all that apply Select all the phrases closely associated with fail-safing, a technique used in Total Quality Management. A - pokayoke B - kaizen C - benchmarking D - standardizing E - mistake proofing
A and E
elect all that apply Which of the following statements describe quality considerations for an organization's Operations Strategy? A - All customers are concerned with quality. B - Top management needs to be visibly involved and supportive in TQM for successful implementation. C - The best business organizations view quality as a never-ending journey. D - Customer satisfaction guarantees customer loyalty.
A, B and C
Select all that apply Global supply chain quality problems/risks include which of the following? A - Variation too high in product output and does not meet specifications B - Substandard materials or work methods used overseas C - Using supplier labor for quality assurance audits D - Lack of quality regulation and government inspections of producers
A, B and D
Select all that apply How do businesses with good or excellent quality products and/or services benefit? A - Ability to command premium prices B - Greater customer loyalty C - Fewer labor disputes D - Increased market share E - Higher liability costs
A, B and D
Select all that apply Understanding product quality dimensions can help an organization meet or exceed customer expectations. Select all the dimensions of product quality below. A - Durability B - Performance C - Courtesy D - Conformance E - Aesthetics
A, B, D, and E
Select all that apply What benefits to society in general result from widespread ISO certification? A - Increase in levels of quality and reliability, productivity, and safety B - Facilitation of international trade with uniform standards C - Provide a basis for health, safety, and environmental legislation D - Ensure regulation of currency exchange rates for international commerce
A, B, and C
Select all that apply In order to meet or exceed customer expectations service quality is broken down into different dimensions or focus areas. Select all the dimensions of service quality below. A - Convenience B - Responsiveness C - Conformance D - Serviceability E - Courtesy
A, B, and E
Select all that apply Select the three different cost categories of Quality. A - Failure costs B - Appraisal costs C - Customer service costs D - Repair costs E - Prevention costs
A, B, and E
Select all that apply Which of the following phrases are most closely associated with Six Sigma programs? A - Master black belts B - Defect reduction C - 95% confidence interval D - Quality at the source E - Process variability reduction
A, B, and E
Select all that apply Total Quality Management is not without its detractors. Which of the below are some criticisms? A - Quality efforts may not be tied to results thus difficult in measuring success B - Empowered employees may make unwise decisions about their work processes C - Pursuit of incremental improvements when dramatic improvements may be warranted D - Quality decisions may not be tied to market performance
A, C and D
Select all that apply Total Quality Management implementation involves a cultural change from traditional organizations. Select all the statements which correctly contrast the shift from traditional to TQM approaches. A - From being product oriented to process oriented B - From having small or absent quality department to having a large one C - From getting shipments from suppliers every day to less frequent D - From assigning blame and punishing to identifying and resolving problems E - From being focused on the "bottom-line" only to focus on customer satisfaction
A, D and E
Select all that apply Which of the following statements about the Baldridge Award is/are correct. A - Created to stimulate efforts to improve quality in America B - Takes manufacturing submissions but not from the service industry C - Administered by Congress D - Evaluates organizations in 7 comprehensive areas E - Even organizations that do not win benefit from applying
A, D and E
Select all that apply What are the various evaluation categories of the Malcom Baldridge Award? A - Human Resource Management B - Debt Repayment & After-Delivery Service C - Quantity & Supply Chain Management D - Leadership & Strategic Planning E - Customer focus & Business results F - Information/Analysis & Process Management
A, D, E, and F
An example of "Ease of Use," one of the four Determinants of Quality, is which of the following? A - Customer service support for missing parts discovered after open a box containing an unassembled bookcase B - Understandability of user instructions for assembly of a bookcase C - Features of a bookcase such as folding shelves and sides for storage/moving
B
An example of liability as a result of poor quality is which of the following? A - Calls to the customer service center for defective products B - Lawsuit damages paid out from faulty product design C - Reduced share of market as a result of a defective product
B
For the Deming Prize, what is the major focus of the judging? A - Customer satisfaction B - Statistical quality control C - Involvement of senior management
B
Quality awards have been established to do what? A - Reward quality managers B - Generate improvement in quality C - To make companies famous
B
Servqual as quality management audit tool focuses primarily on what type of feedback? A - Courtesy and empathy of service employees to customers B - Gaps between perceptions and expectations (customers, management, etc.) C - Tangibles such as facilities and equipment in a service setting
B
Successful management of quality requires what? A - That managers have insights on various aspects of fixed and variable costs B - That managers have insights on various aspects of quality C - That managers have insights to employee performance.
B
The four major areas affected by poor quality are which of the following? A - Loss of business, costs, policy changes, loss of profit B - Loss of business, liability, productivity, costs C - Liability, costs, marketing, productivity
B
Select all that apply Failure to correct and/or report defective product or substandard service can cause which of the following? A - Decreased liability costs and fewer lawsuits B - Increase in accident rates among employees C - Inconveniences and injuries to customers D - Increased productivity and higher profits.
B and C
Select all that apply Which of the following reasons explain why implementing Total Quality Management in an organization may not be successful? A - Organization does not have a Quality department B - Lack of management support and leadership for change C - Lack of customer focus and company-wide definition of quality D - "Quality" viewed as a quick fix versus a long-term commitment E - focus on long-term financial results.
B, C and D
Select all that apply To translate quality into operational terms which of the following aspects are applicable? A - Deciding strategic capacity planning levels based upon long-range forecasting B - Recognizing the consequences of poor quality C - Preforming a cost-benefit analysis on quality impacts D - Making ethical decisions in terms of the quality of product/service offerings
B, C, and D
Select all that apply What secondary outcomes would result from fewer production or service problems in a business with good/excellent quality? A - Higher production costs B - Fewer customer complaints C - Higher productivity D - Higher profits
B, C, and D
A technique in which people share thoughts and ideas on problems in a relaxed atmosphere that encourages collective thinking is ______. A - control charts B - quality circles C - brainstorming
C
ISO stands for what? A - International Society for Operations B - Integrated Specifications Organization C - International Organization for Standardization
C
How do Total Quality Management practitioners view problems? A - Lower skilled employees create more problems B - The more problems, the longer it will take to implement TQM C - A gauge of how defective the company's products are D - As opportunities for improvement
D
In the late 1970's Quality took a strategic turn from a _________ approach-correcting defects before delivery-to a __________ approach-preventing mistakes from occurring. A - biased/objective B - haphazard/scientific C - wasteful/lean D - reactive/proactive
D
Of the four stages in the problem solving Plan-Do-Study-Act cycle, which has the largest number of steps (50% of total)? A - Study B - Do C - Act D - Plan
D
Six sigma, a process improvement objective for many organizations, literally translates to how many defects per million opportunities? A - 4.3 B - 5.4 C - 1.2 D - 3.4 E - 2.1
D
Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of Kaizen at Toyota. What does the Japanese word kaizen mean in English? A - Speedy production B - Zero defects on the line C - Employee empowerment D - Continuous improvement E - Mistake proofing
D
Which of the following statements are correct about the Deming Prize?
Focuses on statistical quality control It is much narrower in scope than the Baldrige Award.
What are the various evaluation areas of the Malcolm Baldridge Award?
Leadership Knowledge management Strategy Workforce
True or false: Failure to carefully plan a Total Quality Management program before embarking on it can lead to false starts, employee confusion, and meaningless results.
True
True or false: One of the reasons offshore suppliers have lower costs that domestic may be lack of government regulation and inspections.
True
