Question 1

Convenience, reliability, and assurance are dimensions of service quality.

Accepted Answer

A) True 
 B)False

Question 2

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Accepted Answer

A) True 
 B)False

Question 3

Focusing a supply chain on _____ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

Accepted Answer

A)  lowest cost per unit sourced
B)  close, collaborative ties with suppliers
C)  suppliers that emphasize continuous-flow production
D)  ISO 14000 customers
E)  partners pursuing similar strategiesF) C) and D)
G) None of the above

Question 4

The Baldrige Award aims to
(I) publicize successful quality programs.(II) recognize quality achievements of U.S. companies.(III) stimulate efforts to improve quality.(IV) distribute the grant money available for improved quality.

Accepted Answer

A)  I and IV only
B)  I and II only
C)  II and III only
D)  I, II, III, and IV
E)  I, II, and III onlyF) D) and E)
G) A) and D)

Question 5

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Accepted Answer

A) True 
 B)False  False

Question 6

ISO standards aid in transferring technology to developing countries.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is not a typical goal of process improvement?

Accepted Answer

A)  increasing customer satisfaction
B)  reducing waste
C)  achieving higher quality
D)  increasing market share
E)  All are the goalsF) A) and D)
G) B) and D)

Question 8

A tool that uses time-ordered values of a sample statistic to help detect the presence of correctable causes of variation in a process is a(n)

Accepted Answer

A)  affinity diagram.
B)  checklist.
C)  control chart.
D)  flowchart.
E)  relationship diagram.F) B) and E)
G) C) and E)

Question 9

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Accepted Answer

A) True 
 B)False

Question 10

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

Accepted Answer

A) True 
 B)False  False

Question 11

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Accepted Answer

A) True 
 B)False  True

Question 12

When considering service quality, convenience often is a major factor.

Accepted Answer

A) True 
 B)False

Question 13

Regardless of superior quality, consumers will not pay premium prices.

Accepted Answer

A) True 
 B)False

Question 14

Deciding how much to invest in the prevention of defects can be analyzed using

Accepted Answer

A)  EVPI.
B)  net present value.
C)  weighted factor analysis.
D)  return on quality.
E)  break-even analysis.F) None of the above
G) All of the above

Question 15

Quality at the source means returning all defects to the source-our vendors.

Accepted Answer

A) True 
 B)False

Question 16

High performance and low prices are both considered to be dimensions of quality.

Accepted Answer

A) True 
 B)False

Question 17

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Accepted Answer

A) True 
 B)False

Question 18

Six Sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 19

So long as quality input resources are used to make a product, we can expect quality output from the process.

Accepted Answer

A) True 
 B)False

Question 20

There are _____ basic steps in problem solving.

Accepted Answer

A)  5
B)  6
C)  7
D)  8
E)  9F) A) and B)
G) All of the above

Exam 9: Management of Quality

Convenience, reliability, and assurance are dimensions of service quality.

Correct AnswerverifiedShow Answer

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Correct AnswerverifiedShow Answer

Focusing a supply chain on _____ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

Correct AnswerverifiedShow Answer

The Baldrige Award aims to (I) publicize successful quality programs.(II) recognize quality achievements of U.S. companies.(III) stimulate efforts to improve quality.(IV) distribute the grant money available for improved quality.

Correct AnswerverifiedShow Answer

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Correct AnswerverifiedFalse

ISO standards aid in transferring technology to developing countries.

Correct AnswerverifiedShow Answer

Which of the following is not a typical goal of process improvement?

Correct AnswerverifiedShow Answer

A tool that uses time-ordered values of a sample statistic to help detect the presence of correctable causes of variation in a process is a(n)

Correct AnswerverifiedShow Answer

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Correct AnswerverifiedShow Answer

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

Correct AnswerverifiedFalse

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Correct AnswerverifiedTrue

When considering service quality, convenience often is a major factor.

Correct AnswerverifiedShow Answer

Regardless of superior quality, consumers will not pay premium prices.

Correct AnswerverifiedShow Answer

Deciding how much to invest in the prevention of defects can be analyzed using

Correct AnswerverifiedShow Answer

Quality at the source means returning all defects to the source-our vendors.

Correct AnswerverifiedShow Answer

High performance and low prices are both considered to be dimensions of quality.

Correct AnswerverifiedShow Answer

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Correct AnswerverifiedShow Answer

Six Sigma programs have both management and technical components.

Correct AnswerverifiedShow Answer

So long as quality input resources are used to make a product, we can expect quality output from the process.

Correct AnswerverifiedShow Answer

There are _____ basic steps in problem solving.

Correct AnswerverifiedShow Answer

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False

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False

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True

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