Question 1

An example of an external failure cost is:&#10;A)returns to suppliers.&#10;B)warranty costs.&#10;C)lost labor.&#10;D)scrap and rework costs.&#10;E)returns to suppliers and lost labor.

Accepted Answer

Warranty costs are an external failure cost as they occur when a product fails after it has been sold to a customer. These costs can include repairs, replacements, or refunds and can be expensive for a company. Returns to suppliers, lost labor, scrap and rework costs may also be examples of failure costs, but they may not necessarily be external to the company.

Question 2

ISO 9001: 2015:&#10;A)provides common quality standards across all sectors of the United States economy.&#10;B)was established by the International Supply Organization to focus quality efforts on supplier relationships.&#10;C)defines the requirements a quality system must meet but does not dictate how they should be met.&#10;D)was developed and first issued in the United States,and later adopted worldwide.&#10;E)was designed to recognize U.S.organizations that excel in quality achievements and quality management.

Accepted Answer

ISO 9001:2015 is an international standard that specifies the requirements for a Quality Management System. It does not dictate how these requirements should be met, leaving it up to the organization to determine the best approach.

Question 3

The characteristic of a service that has the greatest impact on the ability to define,measure and control service quality is:&#10;A)degree of tangibility.&#10;B)nature of the demand.&#10;C)monetary value of the service.&#10;D)degree of repetitiveness.&#10;E)direction of the service.

Accepted Answer

The degree of tangibility refers to the extent to which a service can be physically experienced or perceived. It is the most important characteristic in determining service quality because it affects the ability to define, measure, and control service quality. Tangible services (such as haircuts or car repairs) are easier to measure in terms of quality because they can be observed, while intangible services (such as consulting or coaching) are more difficult to measure because they focus on intangible outcomes such as customer satisfaction or improved performance. Therefore, the degree of tangibility plays a crucial role in determining service quality.

Question 4

The match between a commercially available material,good or service and the intended function is known as:&#10;A)quality.&#10;B)best buy.&#10;C)suitability.&#10;D)reliability.&#10;E)functionality.

Accepted Answer

The term that best fits the match between a commercially available material, good or service and the intended function is suitability. Quality and reliability relate to the performance of a product, while best buy is focused on the value for money. Functionality refers to the ability of a product to perform its intended function, but does not necessarily take into account whether it is the best match for the intended use. Therefore, the correct answer is C) suitability.

Question 5

A sampling technique that is based on the cumulative effect of information that every additional item in the sample adds as it is inspected is called:&#10;A)random sampling.&#10;B)100 percent testing.&#10;C)cumulative sampling.&#10;D)sequential sampling.&#10;E)additive testing.

Accepted Answer

Sequential sampling is based on the cumulative effect of information that every additional item in the sample adds as it is inspected. This method involves selecting items one at a time until a predetermined level of confidence is reached, allowing for a smaller sample size while still maintaining a reliable estimate of the overall population.

Question 6

Quality improvement programs for goods are initiated by a desire to:&#10;A)achieve ISO 9001 certification.&#10;B)achieve ISO 14001 certification.&#10;C)eliminate incoming inspection.&#10;D)reduce incoming inspection.&#10;E)increase prices.

Accepted Answer

The answer of Quality improvement programs for goods are initiated...

Question 7

Supply may contribute to the containment of the costs of poor quality by addressing:&#10;A)appraisal costs.&#10;B)internal costs.&#10;C)external costs.&#10;D)prevention costs.&#10;E)appraisal costs,internal costs,external costs and prevention costs.

Accepted Answer

Supply may contribute to the containment of the costs of poor quality by addressing all of the mentioned costs - appraisal costs, internal costs, external costs, and prevention costs. By focusing on prevention, suppliers can reduce the likelihood of defects and errors, which helps to keep these costs under control. Effective supply chain management can also help to reduce internal costs by streamlining operations, improving quality control, and reducing waste. Additionally, by working closely with suppliers to ensure that products and materials meet quality standards, companies can reduce the risk of external costs related to things like product recalls, liability claims, and damage to their reputation. Overall, addressing all of these costs is essential for maintaining high-quality standards and controlling costs in the supply chain.

Question 8

Lean quality management philosophy is based on:&#10;A)maximizing customer value.&#10;B)minimizing waste.&#10;C)statistical process control (SPC).&#10;D)maximizing customer value and minimizing waste.&#10;E)maximizing customer value,minimizing waste and statistical process control (SPC).

Accepted Answer

Lean quality management philosophy is based on the twin pillars of maximizing customer value and minimizing waste. While statistical process control (SPC) can be a part of a lean quality management system, it is not the only focus. The ultimate goal is to deliver value to the customer while reducing waste in the process. Therefore, option (D) is the best choice.

Question 9

Quality control in services is:&#10;A)more difficult for standardized services delivered by low-skilled workers.&#10;B)performed exactly the same for small,medium,and large service providers.&#10;C)more difficult for customized services delivered by highly skilled workers.&#10;D)especially difficult if the service is a combination of tangible and intangible.&#10;E)most easily done on the buyer's premises after the service is delivered.

Accepted Answer

Quality control in customized services delivered by highly skilled workers is more difficult because each service is unique and requires a tailored approach. There are no standardized processes that can be easily measured and controlled. Additionally, highly skilled workers may have varying levels of expertise and may approach tasks differently, making it challenging to maintain consistency in quality.

Question 10

The best type of inspection to use is:&#10;A)dependent on the nature of the purchase.&#10;B)100 percent inspection.&#10;C)sequential sampling.&#10;D)continuous sampling.&#10;E)carried out by a commercial testing laboratory.

Accepted Answer

The best type of inspection to use depends on the nature of the purchase. Different types of inspection may be more appropriate for different products or industries. For example, high-risk industries may require more rigorous inspection methods like 100 percent inspection or continuous sampling, while others may be able to use sequential sampling or rely on commercial testing laboratories. Therefore, it is important to consider the specific context of the purchase when determining the best type of inspection to use.

Deck 7: Quality