Question 1

A control chart is a visual representation of the key steps in a process.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Suppliers are partners in TQM and should be included in quality improvement efforts.

Accepted Answer

A) True 
 B)False

Question 4

Juran,like Deming,believes that a large majority of quality defects are management's responsibility.

Accepted Answer

A) True 
 B)False

Question 5

Focusing attention on the most important problem areas is referred to as:

Accepted Answer

A)   5W2H approach.
B)   quality assurance.
C)   benchmarking.
D)   Pareto analysis.
E)   cause-and-effect analysis.F) B) and D)
G) A) and E)

Question 6

Which of the following are dimensions of service quality?
I.Convenience.
II.Reliability.
III.Time.
IV.Insurance.

Accepted Answer

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

Question 7

Reaching consensus in teams may involve which of the following methods?
I.List reduction.
II.The 5W2H approach.
III.Balance sheet approach of listing pros and cons.
IV.Paired comparisons.

Accepted Answer

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

Question 8

Which of the following is not one of the types of documents created for the ISO 9001 quality system?

Accepted Answer

A)   A procedures manual
B)   A quality manual
C)   Product catalogues
D)   Detailed work instructionsE) All of the above
F) C) and D)

Question 9

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.

Accepted Answer

A) True 
 B)False

Question 10

The term fitness for use is used as an alternate way to describe the durability of a product.

Accepted Answer

A) True 
 B)False

Question 11

Total quality management explicitly recognizes that management is primarily responsible for quality,not the workers with direct responsibility for completing work tasks.

Accepted Answer

A) True 
 B)False

Question 12

ISO 9001 certification requires an ongoing series of audits and the need to be re-registered every three years.

Accepted Answer

A) True 
 B)False

Question 13

Studying and documenting the current problem is an important step in continuous improvement.

Accepted Answer

A) True 
 B)False

Question 14

Broadly defined,quality refers to the ability of a product or service to consistently meet or exceed design specifications.

Accepted Answer

A) True 
 B)False

Question 15

The three primary determinants of quality are:

Accepted Answer

A)   product design, product performance, and service after sale.
B)   product design, product reliability, and service after sale.
C)   product design, process design, and conformance to design during production.
D)   product design, product performance, and conformance to design after sale.
E)   product design, product reliability, and conformance to design during production.F) A) and D)
G) A) and E)

Question 16

Which of the following is not true about Juran's views of quality?

Accepted Answer

A)   Roughly 80% of quality defects are controllable by management.
B)   The process of quality, not the cost of quality, must be measured.
C)   Management must be committed to continual improvement.
D)   Quality planning is a key part of quality management.
E)   All of the choices are true.F) A) and B)
G) A) and C)

Question 17

The cost of quality includes appraisal costs,failure costs,and prevention costs.

Accepted Answer

A) True 
 B)False

Question 18

Suppliers are not included in quality assurance and quality improvement efforts in TQM.

Accepted Answer

A) True 
 B)False

Question 19

The ISO 9001 certification refers to a process of 100 percent inspection to catch all defective products before they leave the company.

Accepted Answer

A) True 
 B)False

Question 20

The "5W2H approach" involves problem solving based on:

Accepted Answer

A)   quantifying problems based on "weight" (impact)  and "how" (solutions) .
B)   using teams of 5 keyworkers, and 2 helpers.
C)   a five step problem solving process followed by a two stage implementation.
D)   examining 5 "wants" and 2 "haves."
E)   asking questions about a problem.F) A) and C)
G) C) and D)

Exam 9: Management of Quality

Broadly defined,quality refers to the ability of a product or service to consistently meet or exceed design specifications.

Correct AnswerverifiedShow Answer

Suppliers are partners in TQM and should be included in quality improvement efforts.

Correct AnswerverifiedShow Answer

Total quality management explicitly recognizes that management is primarily responsible for quality,not the workers with direct responsibility for completing work tasks.

Correct AnswerverifiedShow Answer

The "5W2H approach" involves problem solving based on:

Correct AnswerverifiedShow Answer

The term fitness for use is used as an alternate way to describe the durability of a product.

Correct AnswerverifiedShow Answer

Which of the following is not one of the types of documents created for the ISO 9001 quality system?

Correct AnswerverifiedShow Answer

The cost of quality includes appraisal costs,failure costs,and prevention costs.

Correct AnswerverifiedShow Answer

ISO 9001 certification requires an ongoing series of audits and the need to be re-registered every three years.

Correct AnswerverifiedShow Answer

Studying and documenting the current problem is an important step in continuous improvement.

Correct AnswerverifiedShow Answer

Focusing attention on the most important problem areas is referred to as:

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Which of the following are dimensions of service quality? I.Convenience. II.Reliability. III.Time. IV.Insurance.

Correct AnswerverifiedShow Answer

A control chart is a visual representation of the key steps in a process.

Correct AnswerverifiedShow Answer

The ISO 9001 certification refers to a process of 100 percent inspection to catch all defective products before they leave the company.

Correct AnswerverifiedShow Answer

The three primary determinants of quality are:

Correct AnswerverifiedShow Answer

Juran,like Deming,believes that a large majority of quality defects are management's responsibility.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Reaching consensus in teams may involve which of the following methods? I.List reduction. II.The 5W2H approach. III.Balance sheet approach of listing pros and cons. IV.Paired comparisons.

Correct AnswerverifiedShow Answer

Which of the following is not true about Juran's views of quality?

Correct AnswerverifiedShow Answer

Suppliers are not included in quality assurance and quality improvement efforts in TQM.

Correct AnswerverifiedShow Answer

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