Total quality management is a collection of techniques, such as quality control charts, ISO 9000, and quality function deployment.. Topic Area: Insights on Quality Management Topic Area
Trang 29 Quality of conformance refers to the degree to which goods and services conform to the intent of the
designers as documented in the specifications
17 The degree to which a product or service satisfies its intended purpose is determined by design,
conformance to design, cost, and reputation of the producer
True False
Trang 3
18 The degree to which a product or service satisfies its intended purpose is determined by service after
delivery, ease of use, design, and conformance to design
Trang 427 Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped
35 The causes of variation in any process can be identified through the general categories of people,
procedures, education and age
True False
Trang 5
36 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
40 Firms that wish to do business with the European Community can benefit from having a quality
management system that meets ISO 9000 standards
Trang 645 Zero defects requires 100% inspection of the final product
Trang 754 The term "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials
Trang 863 Total quality management is a collection of techniques, such as quality control charts, ISO 9000, and quality function deployment
A performance, special features, durability, and service after sale
B performance, special features, conformance, and reliability
C special features, conformance, reliability, and durability
D performance, conformance, reliability, and durability
E special features, conformance, durability, and service after sale
68 The Deming Prize was established by the _
A American Statistical Association
B Japanese
C North American Free Trade Association
D American Quality Society
E World Trade Organization
Trang 9
69 Lost production time, scrap, and rework are examples of
A internal failure costs
B external failure costs
C appraisal costs
D prevention costs
E replacement costs
70 Warranty service, processing of complaints, and costs of litigation are examples of
A internal failure costs
B external failure costs
C appraisal costs
D prevention costs
E replacement costs
71 Costs of inspectors, testing, test equipment, and labs are examples of
A internal failure costs
B external failure costs
A internal failure costs
B external failure costs
C appraisal costs
D prevention costs
E replacement costs
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74 The purpose of the Malcolm Baldrige National Quality Award is to _
A stimulate efforts to improve quality
B recognize quality achievements of U.S companies
C publicize successful quality programs
D all of the above
E distribute the grant money available for improved quality
75 Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem _
A just before shipping our product to the customer
B immediately after we complete the last operation
C during the design phase
D just before we begin the first production operation
E regardless of when you fix the problem, costs are about the same
76 Deciding how much to invest in the prevention of defects can be analyzed using
A EVPI
B Net Present Value
C Weighted Factor Analysis
C Human resource focus
D Information and Analysis
Trang 1179 A quality circle is
A responsible for quality
B total quality control
C an inspection stamp found on meat
D a voluntary group of employees
E none of the above
A Taguchie Quality Methods
B Tactical Quality Measurements
C The Quality Matrix
D Total Quality Management
E Total Quantity Measurement
Trang 12
84 Which of the following is an element of TQM?
(I) develop a vision statement for the organization
(II) develop a reward system that promotes the philosophy
(III) institute continuous training programs
(IV) make decisions that adhere to the philosophy
Trang 1389 In order for TQM to be successful, it is essential that most of the organization be _
A members of quality circles
B under contract
C ISO certified
D trained in error detection techniques
E in agreement with the philosophy and its goals
Trang 1494 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:
96 The typical difference between "quality circles" and "continuous improvement teams" is
A Quality circles work on product design only
B Continuous improvement teams work on product and process design
C Continuous improvement teams use only engineers while quality circles use just the workers doing the work
D the amount of employee empowerment
E There is no difference-they are just the same
97 Which of the following is not a goal of process improvement?
A increasing customer satisfaction
B reducing waste
C achieving higher quality
D identifying the cause of a problem
E All are the goals
98 Managers have obligations to a wide variety of stakeholders such as shareholders, employees and
customers When considering outsourcing production to offshore suppliers, managers have to weigh
I) Cost benefits that might make shareholders wealthier
II) Quality issues that might make firms less productive and/or products riskier
III) The investments already tied up in relationships with existing suppliers
Trang 1599 Focusing a supply chain on is a modern way of ensuring high quality inputs and a ready supply of process-improvement ideas
A lowest cost-per unit sourced
B close, collaborative ties with suppliers
C suppliers that emphasized continuous-flow production
Trang 16Topic Area: Introduction
2 An organization achieves quality by consistently meeting their competitor's standards
Topic Area: Introduction
3 Because 'courtesy' is subjective, it can't be considered a factor in service quality
Trang 174 Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are
Topic Area: Quality Certification
5 The seven dimensions of quality are important for products but are not applicable in service organizations
Topic Area: Insights on Quality Management
6 Regardless of superior quality, consumers won't pay premium prices
Topic Area: Insights on Quality Management
7 High Quality and low prices are both considered to be dimensions of quality
Trang 188 The Baldrige award can only be won by manufacturing organizations
Topic Area: Quality Awards
9 Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications
Topic Area: Introduction
10 Quality of design refers to the degree to which goods and services achieve the intent of the designers
Topic Area: Introduction
11 In market research, a group of consumers who express their opinions about a product or service is called a steering committee
Trang 1912 Business organizations achieving good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs
Topic Area: Insights on Quality Management
13 User instructions and follow-up services after delivery are important elements of overall product or service quality
Topic Area: Insights on Quality Management
Topic Area: Introduction
14 Reducing the variations in our product or service is an important key to perceived quality
Trang 2015 Product design choices are usually the result of inputs from accounting and human resources
Topic Area: Insights on Quality Management
Topic Area: Introduction
16 The dimensions of product and service quality are too abstract to be applied operationally
Topic Area: Insights on Quality Management
Topic Area: Introduction
17 The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer
Trang 2118 The degree to which a product or service satisfies its intended purpose is determined by service after
delivery, ease of use, design, and conformance to design
Topic Area: Insights on Quality Management
19 Medical malpractice claims are an example of how poor quality can affect an organization through liability
Topic Area: Insights on Quality Management
20 Convenience, Reliability and Assurance are dimensions of service quality
Topic Area: Insights on Quality Management
Topic Area: Introduction
21 Poor quality has a positive effect on productivity because it usually takes longer to produce a good part
Trang 2222 If the majority of service customers are satisfied, it is likely that all service customers will be satisfied
Topic Area: Insights on Quality Management
Topic Area: Introduction
23 The primary difference between internal failures and external failures is time and place of discovery of the failure
Topic Area: Insights on Quality Management
24 Customer expectations tend to change over time affecting their perception of service quality
Topic Area: Insights on Quality Management
Topic Area: Introduction
25 Cost of inspectors, testing, test equipment, and labs are examples of prevention costs
Trang 2326 Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs
Topic Area: Insights on Quality Management
27 Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped
Topic Area: The Evolution of Quality Management
28 Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions
Trang 2429 According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees
Topic Area: The Foundations of Modern Quality Management: The Gurus
30 Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement
Topic Area: The Foundations of Modern Quality Management: The Gurus
31 Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement
Trang 2532 Quality at the source means returning all defects to the source - our vendors
Topic Area: Total Quality Management
33 Six sigma programs have both management and technical components
Topic Area: Total Quality Management
34 Crosby's concept of "quality is free" means that it is less expensive to do it right initially than to do it over
Topic Area: The Foundations of Modern Quality Management: The Gurus
35 The causes of variation in any process can be identified through the general categories of people,
procedures, education and age
Trang 2636 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
Topic Area: Quality Certification
37 The customer is the focal point and customer satisfaction is the driving force in quality management
Topic Area: Total Quality Management
38 When considering service quality, convenience often is a major factor
Topic Area: Insights on Quality Management
Topic Area: Introduction
39 Serviceability, Conformance and Reliability are dimensions of product quality
Topic Area: Insights on Quality Management
Topic Area: Introduction
Trang 2740 Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards
Topic Area: Quality Certification
41 Continuous improvement attempts to achieve major breakthroughs in product or service quality
Topic Area: Total Quality Management
42 So long as quality input resources are used to make a product, we can expect quality output from the process
Trang 2843 Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction
Topic Area: Total Quality Management
44 Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems
Topic Area: Total Quality Management
45 Zero defects requires 100% inspection of the final product
Topic Area: Total Quality Management
46 The PDSA cycle forms the conceptual basis for continuous improvement
Trang 2947 A control chart is a visual representation of the various states in a process
Topic Area: Quality Tools
48 The purpose of benchmarking is to establish a standard against which the organization's performance can be judged, and to identify a model for possible improvement
Topic Area: Quality Tools
49 TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process
Trang 3050 The benchmark organization must be chosen from the same industry in order for its methods to be
Topic Area: Quality Tools
51 A quality circle is a cross-functional team focused on quality
Topic Area: Problem Solving
52 Total quality management attempts to involve everyone in an organization in the effort to achieve quality
Topic Area: Total Quality Management
53 There is a positive link between quality and productivity
Trang 3154 The term "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials
Topic Area: Total Quality Management
55 ISO standards aid in transferring technology to developing countries
Topic Area: Quality Certification
56 TQM is not just a collection of techniques It is rather a whole new attitude toward quality
Topic Area: Total Quality Management
57 The PDSA cycles is also referred to as the Baldrige Wheel
Trang 3258 When problems arise in a total quality managed organization, it is important to assign blame and punish the worker responsible for causing the problem
Topic Area: Total Quality Management
59 ISO standards apply only to manufacturing organizations
Topic Area: Introduction
Topic Area: Quality Certification
60 A major obstacle to implementing TQM can be an emphasis on long-term financial results
Topic Area: Total Quality Management
61 One criticism of total quality management is that it may produce blind pursuit of quality to the neglect of other priority considerations
Trang 3362 Process mapping is part of process improvement
Topic Area: Process Improvement
63 Total quality management is a collection of techniques, such as quality control charts, ISO 9000, and quality function deployment
Topic Area: Total Quality Management
64 A tool that is not used for quality management is
Trang 3465 The four dimensions of quality that are sometimes used to determine fitness for use of a product are
A performance, special features, durability, and service after sale
B performance, special features, conformance, and reliability
C special features, conformance, reliability, and durability
D performance, conformance, reliability, and durability
E special features, conformance, durability, and service after sale
These are the four dimensions of quality that are sometimes used to determine fitness for use of a product
Topic Area: Insights on Quality Management
Topic Area: Introduction
66 A tool that depicts process variation graphically is a(n) _
Topic Area: Quality Tools
67 Which isn't a cost of quality?