Question 1

Who is universally accepted as having defined quality as 'zero defects'?&#10;A) Joseph Juran&#10;B) Phil Crosby&#10;C) W. Edwards Deming&#10;D) Taiichi Ohno

Accepted Answer

Phil Crosby is the individual universally recognized for defining quality as 'zero defects'. He emphasized the importance of an error-free production process as a principal component of quality management.

Question 2

How is quality usually defined by Operations Managers?&#10;A) The best possible&#10;B) Fitness for Purpose&#10;C) Average output&#10;D) Lowest Cost

Accepted Answer

Quality, as defined by Operations Managers, is typically referred to as "Fitness for Purpose," meaning that a product or service should meet the intended purpose or requirements it was designed for.

Question 3

A quality criterion which can be measured on a scale of some kind is called a _______________?&#10;A) Quality characteristic&#10;B) Quality attribute&#10;C) Quality component&#10;D) Quality variable

Accepted Answer

A quality variable is a criterion that can be measured on a scale, such as dimensions, weight, or temperature.

Question 4

Asking a customer whether their food is to their liking in a restaurant is an example of _________________?&#10;A) A quality characteristic&#10;B) A quality attribute&#10;C) A quality component&#10;D) A quality variable

Accepted Answer

Asking a customer whether their food is to their liking is an example of assessing a quality attribute. Quality attributes are characteristics that are evaluated subjectively, such as taste, satisfaction, or appearance, rather than being measured on a continuous scale.

Question 5

In the Quality Gap model by Parasuraman et al. (1985) which gap is explained by a difference between the organization's view of the customer need and that of the customer themselves?&#10;A) Positioning&#10;B) Specification&#10;C) Delivery&#10;D) Perception

Accepted Answer

The Quality Gap Model by Parasuraman et al. identifies several gaps related to service quality, and the gap between the organization's view of customer needs and the actual needs as perceived by customers themselves is referred to as the "Specification" gap. This gap highlights the difference between management's perception of customer expectations and the actual specifications of the service quality set by the organization.

Question 6

Which of the following four costs of quality would potentially harm an organization's future business if it were too large?&#10;A) Prevention&#10;B) Assurance&#10;C) Internal Failure&#10;D) External Failure

Accepted Answer

External failure costs, which include costs associated with defects found after the product reaches the customer, can significantly harm an organization's reputation, customer satisfaction, and future business opportunities.

Question 7

Which strategy for managing quality might use mystery shoppers to check on the internal conformance of quality systems?&#10;A) Quality Inspection&#10;B) Quality Control&#10;C) Quality Assurance&#10;D) Total Quality Management

Accepted Answer

Quality Assurance focuses on preventing defects by ensuring processes are followed correctly, which can involve methods like using mystery shoppers to verify adherence to quality standards and procedures internally.

Question 8

Which strategy for managing quality relies on input from employees, suppliers and customers?&#10;A) Quality Inspection&#10;B) Quality Control&#10;C) Quality Assurance&#10;D) Total Quality Management

Accepted Answer

Total Quality Management (TQM) is a comprehensive approach to long-term success that views continuous improvement in all aspects of an organization as a process and not as a short-term goal. It aims to radically transform the organization through progressive changes in the attitudes, practices, structures, and systems. TQM stresses the importance of input from everyone involved with the organization, including employees, suppliers, and customers, to improve processes, products, and services.

Question 9

The name used for a 'fail safe' device to help improve quality is ______________________?&#10;A) A Keiretsu&#10;B) A Poke yoke&#10;C) A Kanban&#10;D) A Jidoka

Accepted Answer

A Poka-yoke is a mechanism in lean manufacturing that helps an equipment operator avoid (yokeru) mistakes (poka). Its purpose is to eliminate product defects by preventing, correcting, or drawing attention to human errors as they occur.

Question 10

Which of the following is not part of the Six Sigma quality improvement philosophy?&#10;A) Define&#10;B) Measure&#10;C) Check&#10;D) Improve

Accepted Answer

The Six Sigma quality improvement process follows the DMAIC methodology: Define, Measure, Analyze, Improve, and Control. "Check" is not part of this methodology; instead, "Analyze" and "Control" are the correct steps that were not listed.

Deck 9: Managing Quality