CHAPTER 8 TEST BANK- PT. 2

A product assembled of 10 purchased components, where the defective rate of each component is 0.5%, will result in finished product quality of A. 90%. B. 95.11%. C. 99.5%. D. none of the above.

B. 95.11%.

Which of the following would NOT be considered a failure cost of quality? A. Cost of inspection and testing—after rework has been performed. B. Cost of final product testing that occurs at a distribution center. C. Cost of reworking a product so that it conforms to specifications. D. Costs associated with selling blemished products or factory seconds.

B. Cost of final product testing that occurs at a distribution center.

Advantage Air Conditioning guarantees that any spare part for repairing air conditioners will be supplied within 24 hours. This policy best matches with A. availability. B. reliability. C. maintainability. D. none of the above.

C. maintainability.

The costs of quality include all of the following EXCEPT A. prevention costs. B. appraisal costs. C. supply chain failure costs. D. All of the above are costs of quality.

C. supply chain failure costs.

Which of the following represents a current perspective on quality? A. Move from being product-oriented to being process-oriented. B. Quality is important, but meeting the production schedule is critical. C. Meeting quality expectations is worth it, even though overall production costs will increase. D. All of the above.

A. Move from being product-oriented to being process-oriented.

Which of the following is the most complete definition of quality? A. Quality means meeting or exceeding customer requirements now and in the future. B. Quality means close inspection and statistical control to ensure high-quality products. C. Quality means producing the product or delivering the service according to specifications. D. Quality means product availability, reliability, and maintainability.

A. Quality means meeting or exceeding customer requirements now and in the future.

Which of the following is NOT correct concerning modern views of quality management? A. There is an increasing emphasis on continuous improvement over and above conformance quality. B. It is the quality control department's responsibility to deal with the challenges of quality management. C. Quality, or the lack of quality, is largely determined by managerial action (or inaction). D. All of the above represent modern views of quality management.

B. It is the quality control department's responsibility to deal with the challenges of quality management.

. Which of the following statements regarding suppliers is true? A. Supplier quality is not a concern for most companies because most companies make what they need as opposed to sourcing raw materials or components externally. B. Suppliers should be included in the cross-functional product design team. C. Supplier management is essentially careful selection and then measurement of quality compliance. D. Supplier certification (e.g., ISO 9000) means their products are of highest quality.

B. Suppliers should be included in the cross-functional product design team.

For a health care clinic, complaints concerning the poor condition of the rest rooms fall under which dimension of service quality? A. Reliability B. Assurance C. Empathy D. None of the above

D. None of the above

Which of the following does NOT contribute to customer expectations? A. Advertising and promotional content. B. Customer awareness of how to properly use the product or service. C. Competitors' products and services. D. All of the above contribute to customer expectations.

D. All of the above contribute to customer expectations.

Which of the following is NOT a requirement for a successful quality improvement effort? A. Suppliers are certified as having a functioning quality system. B. The organization pursues a systemic approach to managing quality. C. The organization addresses its culture, philosophies, and values. D. The organization must select the right approach (e.g., ISO 9000, Malcolm Baldrige).

D. The organization must select the right approach (e.g., ISO 9000, Malcolm Baldrige).

The cost of developing and conducting a training program for employees to help them manage the quality of their work best fits with A. internal failure cost. B. external failure cost. C. appraisal cost. D. prevention cost.

D. prevention cost.

A supplier that guarantees 100% conforming parts to customers even though production yield at its plant is only 60% is a good candidate for supplier certification.

F

Availability refers to the length of time a product can be used before it fails.

F

ISO 9000 standards guarantee that a product or service has no defects.

F

If a company uses three parts in a product, each with a yield of 50%, the overall rolled yield will equal 50%.

F

SERVQUAL is widely used in practice to measure manufacturing operations such as production and assembling processes.

F

It is important to determine the quality of design before producing the product.

T

Scrap and rework are examples of internal failure costs.

T

The Baldrige Award is only given in the United States.

T

The Japanese term for mistake-proofing is "poka-yoke."

T

The total cost of quality in an organization is the sum of control costs and failure costs.

T