SCM 301 - CH 9 - Management of Quality
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. Ease of use C. Quality of design D. Service after delivery
A
Which of the following is an example of a Process Improvement goal? A. Reduce cost and increase productivity by eliminating scrap & rework B. Remove process waste and increase processing time using kaizen C. Increase market share by acquiring competitor company with excellent quality reputation
A
What is SERVQUAL? A. A customer survey template used in the Service Industry B. A quality audit tool used widely in the Service Sector C. A Service Sector quality award given annually
B
What is a primary determinant of quality? A. Inventory levels B. Design C. Instructions D. Reliability
B
SERVQUAL as a quality management audit tool focuses primarily on what type of feedback? A. Courtesy and empathy of service employees to customers B. Tangibles such as facilities and equipment in a service setting C. Gaps between perceptions and expectations (customers, management, etc.)
C
The four major areas affected by poor quality are which of the following? A. Loss of business, costs, policy changes, loss of profit B. Liability, costs, marketing, productivity C. Loss of business, liability, productivity, costs
C
What is a broad definition of Quality? A. The overall aesthetic appeal and functioning of a product/service to be higher than the competition's. B. The ability of the product/service key parameters to fall within the specification limits. C. The ability of a product/service to consistently meet or exceed customer requirements or expectations.
C
What is the difference between internal and external failure costs with respect to Quality? A. Internal costs are from defects inside a product; external costs are from surface defects. B. Internal costs are incurred by full-time employees, external costs are incurred by suppliers. C. Internal costs are incurred before delivery; external costs are incurred after delivery.
C
Which dimension of quality is shared by both products and services. A. Assurance B. Special features C. Reliability D. Tangibles
C
Which of the following determinants of quality refers to the inclusion or exclusion of certain product or service features? A. Quality of conformance B. Ease of use C. Quality of design D. Service after delivery
C
Which of the following is a sign that Total Quality Management implementation may not be successful? A. The head of the Quality department is not invited to the company's long range planning meeting. B. The memo announcing Total Quality Management adoption company-wide has typographical errors in it. C. A practitioner gathers an improvement team of key players but the team members' managers say they cannot participate.
C
Who in an organization has responsibility for Quality? A. Quality Assurance B. Manufacturing C. All Members D. Procurement
C
How do businesses with good or excellent quality products and/or services benefit? Select all that apply. A. Higher liability costs B. Fewer labor disputes C. Ability to command premium prices D. Increased market share E. Greater customer loyalty
C, D, E
What is the first step in the problem solving process? A. Analyze the problem. B. Generate potential solutions. C. Develop performance measures and collect data. D. Define the problem and establish an improvement plan.
D
Who in an organization is ultimately responsible for establishing strategies for quality? A. Operations management B. Design C. Marketing D. Top management
D
Which quality management guru's key contribution is 14 points, special vs. common cause of variation?
Deming
Which Quality Award is issued by the Japanese government?
Deming Prize
Which Quality Award is issued by the European Union government?
European Quality Award
T/F: The dimensions of product quality are the same as for service quality.
F
T/F: To meet or exceed customer expectations, product quality performance is less than customer expectations.
F
Which quality management guru's key contribution is statistical control charts?
Shewart
T/F: Failure to carefully plan a Total Quality Management program before embarking on it can lead to false starts, employee confusion, and meaningless results.
T
T/F: One of the reasons offshore suppliers have lower costs than domestic may be lack of government regulation and inspections.
T
Put the stages of quality management evolution in order with 1 being the earliest and 5 being the latest. Instructions 1. Scientific Management applied observation methods and inspection to manufacturing. 2. During World War II and post-war era, industries used statistical sampling methods on products & raw materials. 3. With division of labor after the industrial revolution workers felt less responsible for the final product. 4. In the guild era, skilled craftsmen produced the entire product with pride of workmanship. 5. Quality efforts turned to product design evaluation, expanded to Service Industry then evolved to prevention techniques.
4, 3, 1, 2, 5
A technique in which people share thoughts and ideas on problems in a relaxed atmosphere that encourages collective thinking is ______. A. brainstorming B. quality circles C. control charts
A
For the Deming Prize, what is the major focus of the judging? A. Statistical quality control B. Involvement of senior management C. Customer satisfaction
A
Quality awards have been established to do what? A. Generate improvement in quality B. Reward quality managers C. To make companies famous
A
Six sigma, a process improvement objective for many organizations, literally translates to how many defects per million opportunities? A. 3.4 B. 1.2 C. 2.1 D. 4.3 E. 5.4
A
Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of kaizen at Toyota. What does the Japanese word kaizen mean in English? A. Continuous improvement B. Employee empowerment C. Zero defects on the line D. Mistake proofing E. Speedy production
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. specifications, manufacturing, user instructions, shipping C. dimensions, shape, features, overall appearance
A
What is a good working definition of Quality? A. Customer-dependent B. One time improvement C. Value for price
A
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. Courtesy B. Responsiveness C. Convenience D. Serviceability E. Conformance
A, B, C
Which of the following reasons explain why implementing Total Quality Management in an organization may not be successful? Select all that apply). A. Lack of management support and leadership for change B. "Quality" viewed as a quick fix versus a long-term commitment C. Lack of customer focus and company-wide definition of quality D. Organization does not have a Quality department E. Focus on long-term financial results.
A, B, C
Which of the following statements about the Baldridge Award are correct? A. Even organizations that do not win benefit from applying B. Evaluates organizations in 7 comprehensive areas C. Created to to identify and recognize role-model organizations D. Administered by Congress E. Takes manufacturing submissions but not from the service industry
A, B, C
Global supply chain quality problems/risks include which of the following? Select all that apply. 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, D
To translate quality into operational terms which of the following aspects are applicable? Select all that apply. A. Recognizing the consequences of poor quality B. Making ethical decisions in terms of the quality of product/service offerings C. Deciding strategic capacity planning levels based upon long-range forecasting D. Performing a cost-benefit analysis on quality impacts
A, B, D
Total Quality Management is not without its detractors. Which of the below are some criticisms? Select all that apply. A. Quality efforts may not be tied to results thus difficult in measuring success B. Pursuit of incremental improvements when dramatic improvements may be warranted C. Empowered employees may make unwise decisions about their work processes D. Quality decisions may not be tied to market performance
A, B, D
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. Aesthetics E. Conformance
A, B, D, E
Which of the following phrases are most closely associated with Six Sigma programs? Select all that apply. A. Master black belts B. Defect reduction C. Quality at the source D. 95% confidence interval E. Process variability reduction
A, B, E
What benefits to society in general result from widespread ISO certification? Select all that apply. A. Facilitation of international trade with uniform standards B. Ensure regulation of currency exchange rates for international commerce C. Provide a basis for health, safety, and environmental legislation D. Increase in levels of quality and reliability, productivity, and safety
A, C, D
What secondary outcomes would result from fewer production or service problems in a business with good/excellent quality? A. Fewer customer complaints B. Higher production costs C. Higher productivity D. Higher profits
A, C, D
What are the various evaluation areas of the Malcolm Baldridge Award? A. Leadership B. Supply chain management C. Workforce D. Knowledge management E. Debt repayment F. Strategy
A, C, D, F
Failure to correct and/or report defective product or substandard service can cause which of the following? Select all that apply. A. Increase in accident rates among employees B. Increased productivity and higher profits. C. Decreased liability costs and fewer lawsuits D. Inconveniences and injuries to customers
A, D
Which of the below statements is/are examples of unethical behavior with respect to Quality? Select all that apply. A. Shipping product with known defects for distribution to customers B. Not performing periodic inspections to appraise the quality a product/service C. Scrapping product when it could be reworked and brought up to conformance D. Failure to issue a product recall when indicated
A, D
Select the three different cost categories of Quality. A. Failure costs B. Customer service costs C. Repair costs D. Appraisal costs E. Prevention costs
A, D, E
An example of liability as a result of poor quality is which of the following? A. Reduced share of market as a result of a defective product. B. Lawsuit damages paid out from faulty product design C. Calls to the customer service center for defective products
B
ISO stands for what? A. International Society for Operations B. International Organization for Standardization C. Integrated Specifications Organization
B
Select the best definition of Process Improvement. A. Implementing total quality management at an organization's process level B. Documentation, measurement and analysis of a process for the purpose of improving it C. Applying the Plan-Do-Study-Act cycle to an organization's problems
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
What are the three key areas of the Total Quality Management philosophy? A. Benchmark, team approach, quality at the source B. Continuous improvement, involve everyone, customer satisfaction C. Top management involvement, statistical process control, company-wide training
B
Which of the following is true about following the steps of problem solving? A. Generate potential solutions comes before Analyze the problem B. Monitor the solution to see if goal is accomplished comes after Implement the solution C. Establish performance measures and collect data comes before Define the problem
B
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. Flowchart B. Pareto analysis C. Histogram D. Check sheet
B
Select all the phrases closely associated with fail-safing, a technique used in Total Quality Management. A. benchmarking B. pokayoke C. mistake proofing D. kaizen E. standardizing
B, C
Which of the following statements are correct about the Deming Prize? A. Named after a German quality guru B. It is much narrower in scope than the Baldrige Award. C. Focuses on statistical quality control D. Only awarded to Japanese companies
B, C
Which Quality Award is issued by the United States of America government?
Baldridge Award
Which idea generation method is defined as measuring an organization's performance on a key customer requirement against the best in the industry or any industry?
Benchmarking
Which idea generation method is defined as a group charing thoughts/ideas about a problem in a relaxed atmosphere for unrestrained collective thinking?
Brainstorming
Which quality tool is a tally of problems/events by category?
Check Sheet
Which quality management guru's key contribution is quality is free, zero defects?
Crosby
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. haphazard/scientific B. biased/objective C. wasteful/lean D. reactive/proactive
D
Which quality management guru's key contribution is quality is total field, customer defines quality?
Feigenbaum
Which quality tool is a diagram of process steps?
Flowchart
Which quality tool is an empirical frequency distribution chart?
Histogram
Which quality management guru's key contribution is cause-and-effect diagrams, quality circles?
Ishikawa
Which quality tool is a diagram arranging category frequencies from highest to lowest?
Pareto Chart
Which idea generation method is defined as a number of workers who get together periodically to discuss ways of improving products and processes?
Quality Circles