Section II - Management & Leadership References

A key characteristic of a business partnership is: a. sharing of critical business information b. limited access to human resources c. special company audits are performed d. only plant managers agree on agendas

A

As a leader of a quality improvement project, which of the following is the most important consideration? a. build team commitment and confidence b. minimize the impact of opinions outside the group c. reduce the opportunity for discussion d. collect all possible quality cost data

A

Complaint indices should: a. recognize the degree of dissatisfaction as viewed by the customer b. provide a direct input to corrective action c. not necessarily be based on field complaints, service calls, or value of claims d. ignore life cycle costs

A

In most cases, conflict within an organization: a. has negative effect on the employees b. has positive effect on creating alternate solutions c. most often results in a win-win situation d. promotes horizontal and vertical employee growth skills

A

The management team is establishing priorities to attack a serious quality problem. You are requested to establish a data collection system to direct this attack. Which of the following approaches would you recommend as to the quantity of data required? a. compare the incremental cost of additional data with the value of the information obtained b. follow the rules applicable for management decisions in other manufacturing areas c. base the decision upon the cost of minimal data collection d. collect all possible quality cost data

A

Which f the following quality leaders is associated with the definition of quality as "fitness for use"? a. Joseph M. Juran b. Philip B. Crosby c. W. Edwards Deming d. Armand V. Feigenbaum

A

Which of the following items describe well functioning improvement teams? a. members listen to what others say in the meeting b. members often act without interdependency c. members often have covert agendas d. members set unrealistic objectives

A

Which of the following would be a positive step for an organization intent on continuous improvement? a. determine the total organization impact of changes b. decrease skill base training c. discontinue detailed record keeping of improvement projects d. avoid expensive improvement projects

A

the most deirable method of evaluating a supplier is: a. historical evaluation b. survey evaluation c. questionnaire d. discussion with the quality manager on the phone

A

A disadvantage of using Gantt charts includes which of the following: a. They are more complex than CPM charts b. They do not show interdependencies of activities c. most project managers prefer PERT charts over Gantt charts d. Slack times cannot be inticated

B

A method of improving the performances in any functional area of a company, including product or service quality, would be: a. utilizing FMEA or FMECA techniques b. applying the benchmarking process c. instituting an improved design review procedure d. reading the Baldrige application guidelines

B

As one works through a conflict situation with a customer: a. there is no conflict, the customers is always right b. the process should not embarrass either party c. the company should maintain its position d. all steps and procedures are strictly followed

B

In consumer products, the complaint rate is most directly a measure of: a. product quality b. customer satisfaction c. market rate d. rejection rate

B

In establishing a quality reporting and information feedback system, primary consideration must be given to : a. the number of inspection stations b. timely feedback and corrective action c. historical preservation of data d. a routing copy lsit

B

In planning for quality, an important consideration at the start is: a. the relation of the total cost of quality to the net sales b. the establishment of a company quality policy or objectives c. deciding precisely how much money should be spent on quality d. the selling of the quality program to top management

B

No one likes complaints, but they can be good for a company. Why? a. They state the customer's needs b. they provide a second chance to improve c. they eliminate the need for inspection d. they can be ignored

B

One of Dr. Deming's 14 points of management states "Cease dependence upon inspection as a way to achieve quality." The underlying tenet of this statement is which of the following? a. many American companies employ too many inspectors b. quality should be built into the product, not inspected in c. workers should perform their own inspection and not reply on others d. most manual inspections will miss 10%-20% of defects under typical conditions

B

One would say that, from an overall perspective, the activities of a company are tied together by: a. customers b. stockholders c. suppliers d. process management

B

Quality data, which are regularly obtained but never used, should be: a. analyzed periodically by a statistician to glean as much info as possible b. discontinued to save time and money c. stored until such time as the need arises d. processed into summary reports and made available for interested parties

B

Technical service to supplies is: a. a great public relations gesture when personnel are available b. a greater benefit to the company than it is to the supplier c. a support feature for which suppliers are normally charged d. an optional luxury which is not a company responsibly

B

The "next process is your customer" refers to: a. "Do it right" for the next operation b. desire for better cooperation among departments c. providing "zero defects" for the next process d. the importance of process efficiency

B

The management approach most supportive of personnel effectiveness, is which of the following? a. incorporate as many of the current motivational techniques as possible b. enforce the philosophy that people are the only asset which can be developed c. ensure that company objectives take precedent over individual objectives d. make sure that employees leave work each day feeling good about themselves

B

The most important step in vendor certification is to: a. obtain copies of the vendor's quality manual b. familiarize the vendor with quality requirements c. analyze the vendor's first shipment d. visit the vendor's plant

B

The project management performance measure known as time line sis also known as: a. a PERT chart bc tasks and durations are shown as circles and lines b. A Gantt chart which shows tasks starting and ending dates along a common time axis c. PTTF (project time to finish) schedule bc it shows project milestones d. a CPM chart with bars proportional in length to task durations

B

What associate does the expression "the house of quality" normally make? a. our entire organization is quality minded b. full quality functional deployment c. the organization listens to the voice of the customer d. prompt service and product quality

B

A critical path in a project means that: a. the project is important to the profits of the organization b. slack times can be used to delay the ending date of the project c. events on this path have no slack time d. the arrows and project path are always in bold print

C

A thorough review of the works of the major quality gurus would indicate which of the following to be the most effective way to create quality? a. Effective problem solving b. benchmarking the best competitive practices c. continuous process improvement d. modern statistical control techniques

C

Acceptable corporate quality goals are normally derived from: a. the quality department b. identified competitive benchmarks c. top management objectives d. the quality council

C

For employee involvement efforts to succeed, what may be needed? a. increased employee incentives b. increased basic training companywide c. employee understanding of how they can make a difference d. the initiation of pilot projects

C

In spite of the quality engineer's best efforts, situations may develop in which his/her decision is overruled. The most appropriate action would be to: a. resign the position b. report findings to an outside source c. document findings, report them internally, and move on to the next task d. discuss findings with coworkers to gain support

C

The downward flow of communications is used for information transfer. By the time it gets to the lowest level, it has been affected by the process of: a. spanning b. projecting c. filtering d. leveling

C

The effective supervisor: a. Sees his/her role primarily as one of making people happy b. sometimes does a job himself bc he/she can do it better than others c. has objectives of growth and increased profit by working through other people d. assumes the decision making function, but leaves personnel development to others

C

Which of the following techniques is especially beneficial for the generation of ideas when solving quality and productivity problems? a. Poka-yoke b. storming c. NGT d. PERT

C

In the preparations of a project, efforts should be made to identify and involve various parties affected by the planned changes. These other parties are known as: a. process owners b. champions c. team leaders d. stakeholders

D

Strategic quality goals must be subdivided. Thus, they are: a. delegated d. distributed c. accountable d. deployed

D

The best way to disseminate information about a new quality program is to: a. send an e-mail b. post the announcement on the company bulletin board c. send a memo to all department heads d. use a combination of media

D

What is major distinction between the CPM and PERT methods in the evaluation of project performance? a. only the PERT method can be displayed on a Gantt chart b. the PERT technique allows for easier crashing of project time c. the PERT technique permits network relationships but CMP does not d. the PERT technique is event oriented, while CPM is activity centered

D

What is a critical path?

the longest possible time for a project to be completed