Question 1

A pizza delivery company wants to improve its response time to gain a competitive advantage. Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

Accepted Answer

Student responses will vary but should f...

Question 2

Continuous improvement is based on the philosophy that every aspect of an operation can be improved.

Accepted Answer

A) True 
 B)False

Question 3

An improvement in quality must necessarily increase costs.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following statements regarding "Six Sigma" is true?

Accepted Answer

A)   The term has two distinct meanings-one is statistical; the other is a comprehensive quality system.
B)   Six Sigma means that about 94 percent of a firm's output is free of defects.
C)   The Six Sigma program was developed by Toyota in the 1970's.
D)   The Six Sigma program is for manufacturing firms, and is not applicable to services.
E)   Six Sigma certification is granted by the International Standards Organization (ISO) .F) B) and E)
G) C) and E)

Question 5

How is source inspection related to employee empowerment?

Accepted Answer

Source inspection involves the operator ...

Question 6

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Accepted Answer

A) True 
 B)False

Question 7

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Accepted Answer

A) True 
 B)False

Question 8

Internal failure costs are associated with scrap, rework, and downtime.

Accepted Answer

A) True 
 B)False

Question 9

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Accepted Answer

A) True 
 B)False

Question 10

__________ is the Japanese word for the ongoing process of incremental improvement.

Accepted Answer

The answer of __________ is the Japanese word for the...

Question 11

The "four Ms" of cause-and-effect diagrams are

Accepted Answer

A)   material, machinery/equipment, manpower, and methods
B)   material, methods, men, and mental attitude
C)   named after four quality experts
D)   material, management, manpower, and motivation
E)   none of the aboveF) C) and E)
G) C) and D)

Question 12

Security is the determinant of service quality that means freedom from danger, risk, or doubt.

Accepted Answer

A) True 
 B)False

Question 13

Describe how ISO 9000 has evolved in the past several years.

Accepted Answer

The standards have become more of a qual...

Question 14

Quality is mostly the business of the quality control staff, not ordinary employees.

Accepted Answer

A) True 
 B)False

Question 15

PDCA, developed by Shewhart, stands for which of the following?

Accepted Answer

A)   Plan-Do-Check-Act
B)   Plan-Develop-Check-Accept
C)   Problem-Develop Solution- Check- Act
D)   Problem-Do-Continue-Act
E)   none of the aboveF) C) and D)
G) A) and B)

Question 16

The process improvement technique that sorts the "vital few" from the "trivial many" is

Accepted Answer

A)   Taguchi analysis
B)   Pareto analysis
C)   benchmarking
D)   Deming analysis
E)   Yamaguchi analysisF) All of the above
G) B) and E)

Question 17

Respect for __________ is a cornerstone of continuous improvement.

Accepted Answer

The answer of Respect for __________ is a cornerstone of...

Question 18

Based on his 14 Points, Deming is a strong proponent of

Accepted Answer

A)   inspection at the end of the production process
B)   an increase in numerical quotas to boost productivity
C)   looking for the cheapest supplier
D)   training and knowledge
E)   all of the aboveF) A) and E)
G) A) and D)

Question 19

What refers to training and empowering frontline workers to solve a problem immediately?

Accepted Answer

A)   just-in-time
B)   poka-yoke
C)   benchmarking
D)   kaizen
E)   service recoveryF) C) and D)
G) B) and D)

Question 20

Quality has at least three categories of definitions; identify them. Provide a brief explanation of each.

Accepted Answer

The three categories of qualit...

Exam 6: Managing Quality

PDCA, developed by Shewhart, stands for which of the following?

Correct AnswerverifiedShow Answer

Quality has at least three categories of definitions; identify them. Provide a brief explanation of each.

Correct AnswerverifiedThe three categories of qualit...View AnswerShow Answer

What refers to training and empowering frontline workers to solve a problem immediately?

Correct AnswerverifiedShow Answer

Internal failure costs are associated with scrap, rework, and downtime.

Correct AnswerverifiedShow Answer

__________ is the Japanese word for the ongoing process of incremental improvement.

Correct AnswerverifiedShow Answer

Quality is mostly the business of the quality control staff, not ordinary employees.

Correct AnswerverifiedShow Answer

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Correct AnswerverifiedShow Answer

Security is the determinant of service quality that means freedom from danger, risk, or doubt.

Correct AnswerverifiedShow Answer

The "four Ms" of cause-and-effect diagrams are

Correct AnswerverifiedShow Answer

How is source inspection related to employee empowerment?

Correct AnswerverifiedSource inspection involves the operator ...View AnswerShow Answer

The process improvement technique that sorts the "vital few" from the "trivial many" is

Correct AnswerverifiedShow Answer

A pizza delivery company wants to improve its response time to gain a competitive advantage. Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

Correct AnswerverifiedStudent responses will vary but should f...View AnswerShow Answer

Respect for __________ is a cornerstone of continuous improvement.

Correct AnswerverifiedShow Answer

An improvement in quality must necessarily increase costs.

Correct AnswerverifiedShow Answer

Which of the following statements regarding "Six Sigma" is true?

Correct AnswerverifiedShow Answer

Describe how ISO 9000 has evolved in the past several years.

Correct AnswerverifiedThe standards have become more of a qual...View AnswerShow Answer

Continuous improvement is based on the philosophy that every aspect of an operation can be improved.

Correct AnswerverifiedShow Answer

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Correct AnswerverifiedShow Answer

Based on his 14 Points, Deming is a strong proponent of

Correct AnswerverifiedShow Answer

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Correct AnswerverifiedShow Answer

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The three categories of qualit...
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Source inspection involves the operator ...
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Student responses will vary but should f...
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The standards have become more of a qual...
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