Question 1

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

Accepted Answer

A)  increasing customer satisfaction
B)  reducing waste
C)  achieving higher quality
D)  identifying the cause of a problem
E)  All are the goals.F) C) and E)
G) A) and B)

Question 2

Because 'courtesy' is subjective, it can't be considered a factor in service quality.

Accepted Answer

A) True 
 B)False

Question 3

ISO 9000 currently requires _____ of a certified organization.

Accepted Answer

A)  Quarterly reporting
B)  Product diversity
C)  Annual audits
D)  A minimum of four supervisory levels
E)  Continuous improvementF) D) and E)
G) B) and C)

Question 4

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 costsF) All of the above
G) C) and D)

Question 5

The dimensions of product and service quality are too abstract to be applied operationally.

Accepted Answer

A) True 
 B)False

Question 6

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Accepted Answer

A) True 
 B)False

Question 7

Process mapping is part of process improvement.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

The customer is the focal point and customer satisfaction is the driving force in quality management.

Accepted Answer

A) True 
 B)False

Question 10

The benchmark organization must be chosen from the same industry in order for its methods to be applicable.

Accepted Answer

A) True 
 B)False

Question 11

A quality circle is a cross-functional team focused on quality.

Accepted Answer

A) True 
 B)False

Question 12

There is a positive link between quality and productivity.

Accepted Answer

A) True 
 B)False

Question 13

Before a dimension of quality can be made operationally useful, it must be restated in some ___________ form.

Accepted Answer

A)  qualitative
B)  manipulative
C)  certifiable
D)  measurable
E)  marketableF) B) and D)
G) A) and D)

Question 14

Warranty service, processing of complaints, and costs of litigation are examples of ________.

Accepted Answer

A)  internal failure costs
B)  external failure costs
C)  appraisal costs
D)  prevention costs
E)  replacement costsF) B) and E)
G) A) and B)

Question 15

Zero defects requires 100% inspection of the final product.

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

Regardless of superior quality, consumers won't pay premium prices.

Accepted Answer

A) True 
 B)False

Question 18

Lost production time, scrap, and rework are examples of ________.

Accepted Answer

A)  internal failure costs
B)  external failure costs
C)  appraisal costs
D)  prevention costs
E)  replacement costsF) A) and B)
G) B) and D)

Question 19

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:

Accepted Answer

A)  continuous improvement
B)  employee empowerment
C)  benchmarking
D)  copycatting
E)  industrial espionageF) A) and D)
G) A) and C)

Question 20

A tool that depicts process variation graphically is a(n)  _________.

Accepted Answer

A)  Affinity diagram
B)  Check list
C)  Control Chart
D)  Flow Chart
E)  Relationship diagramF) C) and D)
G) None of the above

Exam 9: Management of Quality

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

Correct AnswerverifiedShow Answer

Regardless of superior quality, consumers won't pay premium prices.

Correct AnswerverifiedShow Answer

ISO 9000 currently requires _____ of a certified organization.

Correct AnswerverifiedShow Answer

Before a dimension of quality can be made operationally useful, it must be restated in some ___________ form.

Correct AnswerverifiedShow Answer

There is a positive link between quality and productivity.

Correct AnswerverifiedShow Answer

Zero defects requires 100% inspection of the final product.

Correct AnswerverifiedShow Answer

Warranty service, processing of complaints, and costs of litigation are examples of ________.

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

The benchmark organization must be chosen from the same industry in order for its methods to be applicable.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Lost production time, scrap, and rework are examples of ________.

Correct AnswerverifiedShow Answer

The dimensions of product and service quality are too abstract to be applied operationally.

Correct AnswerverifiedShow Answer

A tool that depicts process variation graphically is a(n) _________.

Correct AnswerverifiedShow Answer

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

Correct AnswerverifiedShow Answer

The customer is the focal point and customer satisfaction is the driving force in quality management.

Correct AnswerverifiedShow Answer

A quality circle is a cross-functional team focused on quality.

Correct AnswerverifiedShow Answer

Process mapping is part of process improvement.

Correct AnswerverifiedShow Answer

Because 'courtesy' is subjective, it can't be considered a factor in service quality.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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