OM test
Which of the following statements is NOT true? A. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. B. Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards. C. Self-promotion is not a substitute for quality products. D. Qualitylong dash be it good or badlong dash will show up in perceptions about a firm's new products, employment practices, and supplier relations. E. Inferior products harm a firm's profitability and a nation's balance of payments
A. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product.
Which of the following shows in schematic form how a product is assembled? A. an assembly chart B. a route sheet C. an assembly routing D. a process sheet E. an engineering drawing
A. an assembly chart
Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to: A. determine whether any of the organization's stakeholders are being wronged by poor quality products.. B. obtain a product safety certificate from the Consumer Product Safety Commission. C. have the organization's legal staff write disclaimers in the product instruction booklets. D. gain ISO 9000 certification for the organization. E. compare the cost of product liability to the external failure cost.
A. determine whether any of the organization's stakeholders are being wronged by poor quality products.
Which of the following would likely cause a change in market opportunities based upon levels of income and wealth? A. economic change. B. sociological and demographic change C. political change D. technological change E. legal change
A. economic change.
An engineering drawing shows the: A. dimensions, tolerances, materials, and finishes of a component.. B. materials, finishes, machining operations, and dimensions of a component. C. cost, dimensions, and machining operations for a component. D. cost, materials, tolerances, and leadminus time for a component. E. dimensions, tolerances, cost, and sales or use volume of a component.
A. dimensions, tolerances, materials, and finishes of a component
A good description of source inspection is inspecting: A. one's own work. B. goods at the supplier's plant. C. the goods at the production facility before they reach the customer. D. the design specifications. E. materials upon delivery by the supplier.
A. one's own work.
The process improvement technique that sorts the vital few from the trivial many is: A. Yamaguchi analysis. B. Pareto analysis. C. Taguchi analysis. D. benchmarking. E. Deming analysis.
B. Pareto analysis.
A checklist is a type of: A. kaizen. B. poka-yoke. C. kanban. D. flowchart E. Pareto chart
B. poka-yoke
Which of the following statements regarding "Six Sigma" is TRUE? A. The Six Sigma program is for manufacturing firms and is not applicable to services. B. Six Sigma certification is granted by the International Standards Organization (ISO). C. The term has two distinct meaningslong dash one is statistical; the other is a comprehensive quality system. D. Six Sigma means that about 94 percent of a firm's output is free of defects. E. The Six Sigma program was developed by Toyota in the 1970s.
C. The term has two distinct meaningslong dash one is statistical; the other is a comprehensive quality system.
Members of quality circles are: A. all trained to be facilitators. B. external consultants designed to provide training in the use of quality tools. C. always machine operators. D. paid according to their contribution to quality. E. None of the above; all of the statements are false.
E. None of the above; all of the statements are false.
Which of the following is NOT one of the major categories of costs associated with quality? A. external failure costs B. appraisal costs C. prevention costs D. internal failure costs E. None of the above; they are all major categories of costs associated with quality.
E. None of the above; they are all major categories of costs associated with quality.
Arnold Palmer Hospital uses which of the following quality management techniques? A. flowcharts B. just-in-time C. benchmarking D. Pareto charts E. The hospital uses all of the above techniques
E. The hospital uses all of the above techniques
Which of the determinants of service quality involves having the customer's best interests at heart? A. responsiveness B. tangibles C. courtesy D. access E. credibility
E. credibility
Source inspection is inferior to inspection before costly operations.
False
T/F Conforming to standards is the focus of the product-based definition of quality
False
T/F Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.
False
T/F Quality is mostly the business of the quality control staff, not ordinary employees.
False
The Japanese use the term poka-yoke to refer to continuous improvement.
False
The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.
False
A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.
True
A cause-and-effect diagram helps identify the sources of a problem.
True
Continuous improvement is based on the philosophy that any aspect of an operation can be improved.
True
Pareto charts are used to: A. identify inspection points in a process. B. organize errors, problems, or defects. C. show material flow. D. show the range of values of a measurement and the frequency with which each value occurs. E. outline production schedules.
B. organize errors, problems, or defects.
Marketing issues such as advertising, image, and promotion are important to quality because: A. they define for consumers the tangible elements of a service. B. the intangible attributes of a product (including any accompanying service) may not be defined by the consumer. C. they educate consumers on how to use the product. D. they make the product seem more valuable than it really is. E. they raise expenses and therefore decrease profitability.
B. the intangible attributes of a product (including any accompanying service) may not be defined by the consumer.
Based on his 14 Points, Deming is a strong proponent of: A. looking for the cheapest supplier. B. training and knowledge. C. inspection at the end of the production process. D. an increase in numerical quotas to boost productivity. E. All of the above.
B. training and knowledge.
The "four Ms" of cause-and-effect diagrams are: A. material, management, manpower, and motivation. B. material, machinery/equipment, manpower, and methods. C. material, methods, men, and mental attitude. D. mentality, motivation, management, and manpower. E. named after four quality experts.
B. material, machinery/equipment, manpower, and methods.
A Three Sigma program has how many defects per million? A. 3 B. 2,700. C. 34 D. 1,500 E. 3 times the standard deviation
B. 2,700
A product's life cycle is divided into four stages, which are: A. introduction, growth, saturation, and maturity. B. introduction, growth, stability, and decline. C. introduction, maturity, saturation, and decline. D. incubation, growth, maturity, and decline. E. introduction, growth, maturity, and decline.
E. introduction, growth, maturity, and decline.
The three major elements of the product decision are: A. goods, services, and hybrids. B. strategy, tactics, and operations. C. cost, differentiation, and speed of response. D. legislative, judicial, and executive. E. selection, definition, and design.
E. selection, definition, and design.
An improvement in quality must necessarily increase costs
False
What is a set of quality standards developed by the International Organization for Standardization? A. ISO 9000 B. Deming Prize C. Malcolm Baldrige National Quality Award D. IOS 2009 E. ISO 14000
A ISO 9000
Which of the following typically shows the hierarchy of components, their description, and the quantity of each required to make one unit of a product? A. a bill of material B. an engineering drawing C. an assembly chart D. an assembly drawing E. a route sheet
A. a bill of material
When sample measurements falls inside the control limits, it means that: A. if there is no other pattern in the samples, the process is in control. B. the process output does not fulfill the requirements. C. each unit manufactured is good enough to sell. D. the process output exceeds the requirements. E. the process limits cannot be determined statistically.
A. if there is no other pattern in the samples, the process is in control.
A hospital benchmarked against Ferrari Racing in an effort to: A. improve patient handoff quality. B. increase surgery prep time. C. lengthen surgery duration. D. reduce the number of doctors. E. All of the above.
A. improve patient handoff quality.
Reducing the complexity of a product and improving a product's maintainability are activities of: A. manufacturability and value engineering. B. design for destruction (DFD). C. product-by-value analysis. D. product lifecycle management (PLM). E. organizing for product development.
A. manufacturability and value engineering.
Costs of dissatisfaction, repair costs, and decreased future demand are elements of cost in the: A. quality loss function. B. process chart. C. ISO 9000 quality cost calculator. D. Ishikawa diagram. E. Pareto chart.
A. quality loss function.
Three broad categories of definitions of quality are: A. user based, manufacturing based, and product based. B. product quality, service quality, and organizational quality. C. Pareto, Shewhart, and Deming. D. low-cost, response, and differentiation. E. internal, external, and prevention.
A. user based, manufacturing based, and product based.
Which of the following is an example of an external product development strategy? A. alliances B. new internally developed products C. migrations of existing products D. enhancements to existing products E. All of the above are examples of internal product development strategy.
A. Alliances
Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements? A. flexible pricing Your answer is correct. B. lower rework and scrap costs C. lower warranty costs D. increased productivity E. All of the above are aspects of reduced costs by quality improvements.
A. Flexible Pricing
Suppose that a firm has historically been achieving "Three Sigma" quality. If the firm later changes its quality management practices such that it begins to achieve "Six Sigma" quality, which of the following phenomena will result? A. The average number of defects will be cut by 99.9997%. B. The average number of defects will be cut by 99.87%.. C. The specification limits will be moved twice as far from the mean. D. The average number of defects will be cut in half. E. The average number of defects will be cut by 99.73%.
B. The average number of defects will be cut by 99.87%..
Which of the following is FALSE regarding control charts? A. Control charts are built so that new data can be quickly compared to past performance data. B. Values above the upper control limits imply that the product's quality is exceeding expectations. C. Control charts plot data over time. D. Control charts graphically present data. E. None of the above is false.
B. Values above the upper control limits imply that the product's quality is exceeding expectations.
A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using: A. a scatter diagram. B. a Pareto chart. C. a cause-and-effect diagram. D. a quality loss function. E. a flowchart.
B. a Pareto chart.
In his book, Safe Patients, Smart Hospitals, Dr. Peter Pronovost emphasizes the use of what tool to reduce catheter infections? A. a statistical process control chart B. a checklist C. a Pareto chart D. a cause-and-effect diagram E. a flowchart
B. a checklist
Total quality management emphasizes: A. ISO 14000 certification. B. a commitment to quality that goes beyond internal company issues to suppliers and customers. C. a process where mostly statisticians get involved. D. a system where strong managers are the only decision makers. E. the responsibility of the quality control staff to identify and solve all quality-related problems.
B. a commitment to quality that goes beyond internal company issues to suppliers and customers.
Which of the following is not a typical inspection point? A. before the product is shipped to the customer B. after a costly process C. at the supplier's plant while the supplier is producing D. when production or service is complete E. upon receipt of goods from your supplier
B. after a costly process
The philosophy of zero defects is: A. the result of Deming's research. B. consistent with the commitment to continuous improvement. C. an ultimate goal; in practice, 1 to 2% defects is acceptable. D. unrealistic. E. prohibitively costly.
B. consistent with the commitment to continuous improvement.
GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle? A. appraisal costs B. cost of poor quality is underestimated C. prevention costs D. internal failure costs E. PDCA
B. cost of poor quality is underestimated
The goal of inspection is to: A. correct deficiencies in products. B. detect a bad process immediately. C. add value to a product or service. D. correct system deficiencies. E. All of the above.
B. detect a bad process immediately.
A manager tells her production employees, "It's no longer good enough that your work falls anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of: A. ISO 9000. B. internal benchmarking. C. Taguchi concepts. D. Six Sigma. E. process control charts.
C. Taguchi concepts.
The hierarchy of components, their description, and the quantity of each required to make one unit of a product are documented on: A. a route sheet. B. a group technology listing. C. a bill of material. D. an engineering drawing. E. a work order.
C. a bill of material.
PDCA is most often applied with regard to which aspect of TQM? A. benchmarking B. JIT C. continuous improvement D. employee empowerment E. Six Sigma
C. continuous improvement
Kaizen is a Japanese term meaning: A. setting standards. B. just-in-time (JIT). C. continuous improvement. D. a fishbone diagram. E. a foolproof mechanism.
C. continuous improvement.
Building high-morale organizations and building communication networks that include employees are both elements of: A. Taguchi methods. B. ISO 9000 certification. C. employee empowerment. D. the tools of TQM. E. Six Sigma certification.
C. employee empowerment.
One of Britain's largest children's hospitals working with Ferrari Racing is an example of: A. corporate responsibility. B. employee empowerment. C. external benchmarking. D. internal benchmarking. E. Taguchi concepts.
C. external benchmarking.
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a: A. Taguchi map. B. poka-yoke. C. flowchart. D. Pareto chart. E. check sheet.
C. flowchart.
Poka-yoke is the Japanese term for: A. card. B. fishbone diagram. C. foolproof. D. just-in-time production. E. continuous improvement.
C. foolproof
All of the following costs are likely to decrease as a result of better quality EXCEPT: A. inspection costs. B. warranty and service costs. C. maintenance costs. D. customer dissatisfaction costs. E. scrap costs.
C. maintenance costs
According to the manufacturing-based definition of quality: A. even though quality cannot be defined, you know what it is. B. quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost. C. quality is the degree to which a specific product conforms to standards. D. quality depends on how well the product fits patterns of consumer preferences. E. quality lies in the eyes of the beholder.
C. quality is the degree to which a specific product conforms to standards.
A graphic technique for defining the relationship between customer desires and product (or service) is: A. product lifecycle management. B. the moment of truth. C. the house of quality. D. modular design. E. the assembly drawing.
C. the house of quality.
The analysis tool that lists products in descending order of their individual dollar contribution to the firm is: A. breakeven analysis. B. product life cycle analysis. C. product-by-value analysis. D. Pareto analysis. E. decision tree analysis.
C. product-by-value analysis.
Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels? A.3 B.2 C.4 D.5 Your answer is correct. E. None of the above because quality has no impact on productivity (units/labor hr.
D 5
A successful TQM program incorporates all EXCEPT which of the following? A. employee involvement B. benchmarking C. continuous improvement D. centralized decision-making authority E. JIT
D. centralized decision-making authority
Which of the four major categories of quality costs is particularly hard to quantify? A. prevention costs B. appraisal costs C. internal failure costs D. external failure costs. E. None is hard to quantify.
D. external failure costs.
If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is: A. in control, but not capable of producing within the established control limits. B. monitored closely to see if the next sample mean will also fall outside the control limits. C. within the established control limits with only natural causes of variation. D. out of control and the process should be investigated for assignable variation.
D. out of control and the process should be investigated for assignable variation.
What refers to training and empowering frontline workers to solve a problem immediately? A. benchmarking B. kaizen C. poka-yoke D. service recovery E. just-in-time
D. service recovery
A result of concurrent engineering in product design is: A. lower quality. B. higher costs. C. less customer demand. D. speedier product development. E. All of the above.
D. speedier product development.
A Six Sigma program has how many defects per million? A. 34 B. 2,700 C. 6 times the standard deviation D. 3.4 E. 1,000
D. 3.4
To become ISO 9000 certified, organizations must: A. document quality procedures. B. have an onsite assessment. C. have an ongoing series of audits of their products or service. D. All of the above. E. None of the above.
D. All
Quality function deployment (QFD): A. is used to determine where to deploy quality efforts. B. is used early in the design process. C. determines what will satisfy the customer. D. translates customer desires into the target design. E. All of the above.
E all of the above
Which of the following represents an opportunity for generating a new product? A. demographic change, such as decreasing family size B. changes in professional standards C. economic change, such as rising household incomes D. understanding the customer E. All of the above are such opportunities.
E. All of the above are such opportunities.
Techniques for building employee empowerment include: A. building high-morale organizations. B. building communication networks that include employees. C. developing open, supportive supervisors. D. moving responsibility from both managers and staff to production employees. E. All of the above are techniques for employee empowerment.
E. All of the above are techniques for employee empowerment.
A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings? A. flowchart B. activity chart C. Pareto chart D. control charts E. Ishikawa diagram
E. Ishikawa diagram
Which of the following is TRUE regarding computer-aided design? A. It results in longer development cycles for virtually all products. B. It is an obsolete technology. C. It is the use of information technology to control machinery. D. It is too expensive to use in most manufacturing and design settings. E. It is the use of computers to interactively design products and prepare engineering documentation.
E. It is the use of computers to interactively design products and prepare engineering documentation.
Which of the following statements regarding Arnold Palmer Hospital is FALSE? A. The culture of quality at the hospital includes employees at all levels. B. The hospital uses a wide range of quality management techniques. C. The hospital scores very highly in national studies of patient satisfaction. D. The design of patient rooms, even wall colors, reflects the hospital's culture of quality. E. The hospital's high quality is measured by low readmission rates, not patient satisfaction.
E. The hospital's high quality is measured by low readmission rates, not patient satisfaction
"Making it right the first time" is: A. a product-based definition of quality. B. the definition of quality proposed by the American Society for Quality C. an unrealistic definition of quality. D. a user-based definition of quality. E. a manufacturing-based definition of quality.
E. a manufacturing-based definition of quality.
The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as: A. copycatting. B. continuous improvement. C. patent infringement. D. employee empowerment. E. benchmarking.
E. benchmarking.
Which of the determinants of service quality involves performing the service right the first time? A. access B. credibility C. courtesy D. responsiveness E. reliability
E. reliability
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM. A. process control chart B. histogram C. quality loss function D. scatter diagram E. cause-and-effect diagram
E. cause-and-effect diagram
A fishbone chart is also known as a: A. poka-yoke diagram. B. Kanban diagram. C. Taguchi diagram. D. Kaizen diagram. E. cause-and-effect diagram.
E. cause-and-effect diagram.
correct, 6.6-4 A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality? A. understanding/knowing customer, responsiveness, and reliability B. competence, courtesy, and security C. communication, responsiveness, and reliability D. competence, responsiveness, and reliability E. communication, courtesy, and credibility
E. communication, courtesy, and credibility
Stakeholders who are affected by the production and marketing of poor quality products include: A. only stockholders, creditors, and owners. B. suppliers and creditors, but not distributors. C. only stockholders and organizational executives and managers. D. suppliers and distributors, but not customers. E. stockholders, employees, and customers.
E. stockholders, employees, and customers.
If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? A. 34 B. 6 times the monthly standard deviation of passengers C. 6.0 D. 2,700 E. 3.4
E. 3.4
A successful quality strategy features which of the following elements? A. engaging employees in the necessary activities to implement quality B. an understanding of the principles of quality C.an organizational culture that fosters quality D. A and C E. A, B, and C
E. AB and C
Which of the following is TRUE concerning advantages of CAD? A. Most product costs are determined at the design stage. B. Virtually all products have their development cycle shortened. C. It provides accurate information flows to other departments. D. Design options are easier to review before final commitments are made. E. All of the above are true.
E. All
Quality lies in the eyes of the beholder" is: A. a manufacturing-based definition of quality. B. an unrealistic definition of quality. C. the definition of quality proposed by the American Society for Quality. D. a product-based definition of quality. E. a user-based definition of quality.
E. a user-based definition of quality.
Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions
False
Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas so that continuous improvement is no longer necessary.
False
Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.
False
Kaizen is similar to TQM in that both are focused on continuous improvement
True
Line employees need the knowledge of TQM tools
True
One of the ways that just-in-time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.
True
Pareto charts are a graphical way of identifying the few critical items from the many less important ones.
True
Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.
True
Security is the determinant of service quality that means freedom from danger, risk, or doubt
True
T/F Internal failure costs are associated with scrap, rework, and downtime.
True
T/F Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."
True
T/F TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations.
True
T/F The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e., user based) definition
True
T/F The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business success.
True
PDCA, developed by Shewhart, stands for which of the following? A. Problemminus DominusContinueminus Act B. Planminus DevelopminusCheckminus Accept C. Prepareminus DevelopminusCreateminus Assess D. Problemminus Develop Solutionminus Checkminus Act E. Planminus DominusCheckminusAct
plan-do-check-act
