mktg 372 alidaee -- chapter 12
Which of the following are eligible companies to be considered for the Baldrige award?
Auditing firms
Which of the following is the cost of quality classification for costs such as defects that pass through the system, such as customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair?
External failure cost
A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category?
Measure
Which of the following is an analytical tool used in six-sigma quality improvement programs?
Pareto Charts
Which of the following are not eligible to be considered for the Baldrige Award?
State highway patrol organizations
Which of the following is a dimension of design quality?
Features
The dimension of design quality that concerns the sensory characteristics of the product is which of the following?
Aesthetics
Which of the following is a dimension of design quality?
Aesthetics
Applicants for the Baldrige Award for total quality management must submit an application of up to 50 pages that details the processes and results of their activities under seven major categories. Which of the following is one of those categories?
Analysis and Remember management
A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?
Analyze
Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable?
Appraisal costs
Failure mode and effect analysis is used in six-sigma projects. It involves which of the following?
Calculating a risk priority number for each possible failure
An analytical tool used in six-sigma quality improvement programs is which of the following?
Checksheets
The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message?
Customer focus
Which of the following is not an analytical tool used in six-sigma quality improvement programs?
Decision Diagrams
A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category?
Define
The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?
Demonstrated outstanding quality in their products and processes
Design of experiments is a statistical methodology often used in six-sigma projects. It aims to accomplish which of the following?
Determine the cause and effect relationships between process variables and output
Which of the following are basic assumptions that justify an analysis of the costs of quality?
Failures are caused
"Quality at the source" refers to the degree to which a product or service design specifications are met.
False
A process that is in six-sigma control will produce no more than two defects out of every million units.
False
A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.
False
A quality guru named Philip Crosby defined quality as fitness for use.
False
An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.
False
An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.
False
Conformance quality is a strategic decision for a firm.
False
Design of Experiments (DOE) refers to work done before production of early model prototypes of a new product.
False
Design quality in products refers to the degree to which a product or service design specifications are met.
False
ISO 9000 is primarily concerned with environmental management.
False
ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit the compliance of those systems with the requirements of the standards.
False
In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.
False
One of the tools common to all quality efforts is leadership.
False
TQM is an acronym meaning "total quality measurement."
False
The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.
False
The term CTQ stands for "Cost Through Quality" which is another way to express Philip Crosby's idea that "Quality is Free."
False
W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.
False
While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.
False
While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.
False
The dimension of design quality that concerns secondary characteristics is which of the following?
Features
An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?
Improve
Which of the following is the cost of quality classification for costs such as scrap, rework, or repair?
Internal failure costs
Which of the following is not an analytical tool used in six-sigma quality improvement programs?
Pass charts
A cost of quality classification is which of the following?
Prevention costs
The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means?
Providing feedback to applicants by the examiners
The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?
Reliability
The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?
To help companies review and structure their quality programs.
A quality guru named Joseph M. Juran defined quality as fitness for use.
True
A quality guru named Philip Crosby defined quality as conformance to requirements.
True
A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.
True
An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.
True
An operational goal of total quality management is the careful design of the product or service.
True
An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.
True
Design of Experiments (DOE) is sometimes referred to as multivariate testing.
True
Design quality refers to the inherent value of the product in the marketplace.
True
Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.
True
ISO 14000 is primarily concerned with environmental management.
True
One SPC tool used in total quality management is the Pareto chart.
True
One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.
True
One tool used in total quality management is the run chart.
True
Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.
True
Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.
True
TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.
True
The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.
True
The Malcolm Baldrige National Quality Award represents the U. S. government's endorsement of quality as an essential part of successful business strategy.
True
The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.
True
Which of the following is not a category reported in applying for the Baldrige Award?
Use of statistical quality control tools
