Question 1

Which of the following is not one of the specific tools for solving quality problems?

Accepted Answer

A)   Control charts
B)   Check sheets
C)   Pareto analysis
D)   Cause-and-effect diagrams
E)   Process designF) A) and C)
G) None of the above

Question 2

Product serviceability is the primary dimension of fitness for use.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is not an example of an external failure cost?

Accepted Answer

A)   Warranty claims
B)   Handling complaints
C)   Loss of customer goodwill
D)   Scrap and rework during production
E)   Price discounts to offset inferior qualityF) B) and D)
G) A) and E)

Question 4

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Accepted Answer

A) True 
 B)False

Question 5

Six sigma is based on a more sophisticated statistical approach to quality management than the PDSA cycle.

Accepted Answer

A) True 
 B)False

Question 6

The Canada Awards for Excellence criteria apply only to profit oriented organizations.

Accepted Answer

A) True 
 B)False

Question 7

Quality planning and administration,quality training,and quality control procedures are examples of:

Accepted Answer

A)   internal failure costs.
B)   external failure costs.
C)   appraisal costs.
D)   prevention costs.
E)   replacement costs.F) B) and E)
G) None of the above

Question 8

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Accepted Answer

A)   brainstorming teams.
B)   quality circles.
C)   benchmarking teams.
D)   continuous improvement teams.
E)   quality teams.F) D) and E)
G) B) and E)

Question 9

A fishbone diagram would be used to:

Accepted Answer

A)   categorize potential causes of a problem.
B)   diagram the key steps, or "bones" in a process.
C)   plot the frequency of problems.
D)   plot the relationship between two causes of a problem.
E)   plot the effects of problems over time.F) B) and C)
G) A) and E)

Question 10

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Accepted Answer

A) True 
 B)False

Question 11

Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

Accepted Answer

A)   the 5W2H approach.
B)   using quality circles.
C)   benchmarking.
D)   a PDSA cycle.
E)   none of the choices.F) All of the above
G) C) and D)

Question 12

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Accepted Answer

A)   quality circles are more structured and formal.
B)   continuous improvement teams only work on product design whereas quality circles focus on both product and process design.
C)   continuous improvement teams use only engineers while quality circles use just the workers doing the work
D)   quality circles tend to have less authority.
E)   there is no difference-they are the same.F) B) and D)
G) All of the above

Question 13

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not an accurate match of quality gurus and their contribution?

Accepted Answer

A)   Deming - distinguishing between special and common causes of variation
B)   Crosby - zero defects
C)   Feigenbaum - statistical process control (SP
C)  
D)   Juran - fitness-for-use and measuring the cost of quality
E)   All of the choices are correctly matched.F) All of the above
G) A) and B)

Question 15

All the dimensions of quality are equally important to the customer.

Accepted Answer

A) True 
 B)False

Question 16

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Accepted Answer

A) True 
 B)False

Question 17

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Accepted Answer

A)   Certification typically takes 12 - 18 months.
B)   Extensive documentation of processes and procedures.
C)   Certified companies are registered in a directory.
D)   The review process is primarily conducted by external consultants.E) A) and B)
F) None of the above

Exam 9: Management of Quality

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Correct Answer
verified

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Correct Answer
verified

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Correct Answer
verified

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Correct Answer
verified

Which of the following is not an example of an external failure cost?

Correct Answer
verified

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Correct Answer
verified

Which of the following is not one of the specific tools for solving quality problems?

Correct Answer
verified

Product serviceability is the primary dimension of fitness for use.

Correct Answer
verified

Six sigma is based on a more sophisticated statistical approach to quality management than the PDSA cycle.

Correct Answer
verified

Which of the following is not an accurate match of quality gurus and their contribution?

Correct Answer
verified

All the dimensions of quality are equally important to the customer.

Correct Answer
verified

A fishbone diagram would be used to:

Correct Answer
verified

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Correct Answer
verified

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Correct Answer
verified

Quality planning and administration,quality training,and quality control procedures are examples of:

Correct Answer
verified

Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

Correct Answer
verified

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Correct Answer
verified

The Canada Awards for Excellence criteria apply only to profit oriented organizations.

Correct Answer
verified

Exam 9: Management of Quality

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Correct AnswerverifiedShow Answer

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Correct AnswerverifiedShow Answer

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Correct AnswerverifiedShow Answer

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Correct AnswerverifiedShow Answer

Which of the following is not an example of an external failure cost?

Correct AnswerverifiedShow Answer

Groups of workers who meet informally to discuss ways to improve products or processes are called:

Correct AnswerverifiedShow Answer

Which of the following is not one of the specific tools for solving quality problems?

Correct AnswerverifiedShow Answer

Product serviceability is the primary dimension of fitness for use.

Correct AnswerverifiedShow Answer

Six sigma is based on a more sophisticated statistical approach to quality management than the PDSA cycle.

Correct AnswerverifiedShow Answer

Which of the following is not an accurate match of quality gurus and their contribution?

Correct AnswerverifiedShow Answer

All the dimensions of quality are equally important to the customer.

Correct AnswerverifiedShow Answer

A fishbone diagram would be used to:

Correct AnswerverifiedShow Answer

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Correct AnswerverifiedShow Answer

According to the text,the typical difference between "quality circles" and "continuous improvement teams" is that:

Correct AnswerverifiedShow Answer

Quality planning and administration,quality training,and quality control procedures are examples of:

Correct AnswerverifiedShow Answer

Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

Correct AnswerverifiedShow Answer

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Correct AnswerverifiedShow Answer

The Canada Awards for Excellence criteria apply only to profit oriented organizations.

Correct AnswerverifiedShow Answer

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Correct Answer
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