Deck 9: Management of Quality

Question 1

The determination of product quality stops once the product has been delivered to customers.

Answer 1

False

Question 2

Reliability and durability are different terms used to describe the same dimensions of product quality.

Answer 2

False

Question 3

The dimensions of product quality don't adequately describe service quality.

Answer 3

True

Question 4

Tangibles is the dimension of service quality that reflects the customers' expectations of the services to be bundled with product purchases.

Question 5

All the dimensions of quality are equally important to the customer.

Question 6

Various dimensions of quality are required to reflect various connotations of quality that customers value in products and services.

Question 7

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

Question 8

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Question 9

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

Question 10

Performance and special features are both considered to be dimensions of product quality.

Question 11

Performance and price are both considered to be dimensions of product quality.

Question 12

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Question 13

One of the primary determinants of product quality includes the translation of product characteristics into process design.

Question 14

Responsiveness is a dimension of quality that only applies to services,not products.

Question 15

Quality control and quality assurance are equivalent approaches to managing quality.

Question 16

The degree to which a product satisfies its fitness for use is only determined by the durability,serviceability,and reliability dimensions of quality.

Question 17

Armand Feigenbaum was General Electric's top expert on quality.

Question 18

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

Question 19

As a dimension of service quality,tangibles refers to the availability and accessibility of the service.

Question 20

Product serviceability is the primary dimension of fitness for use.

Question 21

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

Question 22

HACCP is a quality control system designed exclusively for restaurants and other food service providers.

Question 23

The ISO 9001 is a quality standard developed by the Standards Council of Canada specifically for Canadian companies.

Question 24

TQM expands the traditional view of quality which is looking only at the quality of the final product or service to looking at every aspect of an organization that affects quality and customer satisfaction..

Question 25

According to Deming,it is management's system that is primarily responsible for poor quality,not employees.

Question 26

Three key philosophies of TQM are continuous improvement,involvement of everyone in the organization,and customer satisfaction.

Question 27

The Canada Awards for Excellence criteria apply only to profit oriented organizations.

Question 28

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

Question 29

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

Question 30

In sum,Crosby's concept of "quality is free" means any level of defects is too high so there should always be an effort towards improving quality.

Question 31

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

Question 32

The primary difference between internal failures and external failures is the time and place of discovery of the failure.

Question 33

ISO 9001 is the international standard for a quality management system.

Question 34

Juran describes quality management as a trilogy that consists of quality planning,control of quality costs,and quality improvement.

Question 35

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

Question 36

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

Question 37

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

Question 38

Juran describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

Question 39

Total quality management attempts to involve everyone in an organization in the effort to improve quality.

Question 40

Crosby advocates "zero defects",which requires massive inspection efforts to ensure detection of defective products prior to delivery to a customer.

Question 41

Implementing total quality management primarily involves a collection of techniques,such as quality control charts,ISO 9001,and quality function deployment.

Question 42

The PDSA cycle forms the problem solving methodology for continuous improvement.

Question 43

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

Question 44

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Question 45

Six sigma is based on a more sophisticated statistical approach to quality management than the PDSA cycle.

Question 46

Implementing the HACCP quality management system is mandatory for all food processing companies in Canada..

Question 47

The "plan" element of the PDSA cycle includes data collection and analysis to develop an improvement plan.

Question 48

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

Question 49

Organizational improvement in a traditional organization tends to be a continuous effort,a TQM organization focuses on intense,periodic improvement.

Question 50

In Canada,the Hazard Analysis Critical Control Point (HACCP)certification system is administered by the Canadian Standards Association to limit the hazards in all industrial plants in the country.

Question 51

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

Question 52

Process management is not one of the six categories of the NQI's criteria for business excellence.

Question 53

The National Quality Institute (NQI)requires organizations to achieve Level 4 - World Class designation in order to have their quality management systems certified.

Question 54

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

Question 55

The Hazard Analysis Critical Control Point (HACCP)system is a quality management system that deals with food safety.

Question 56

Typically a key distinction between quality circles and continuous improvement teams is the amount of authority given to each group.

Question 57

A company that commits to TQM adopts a process-oriented focus rather than the product-oriented focus which traditional organizations typically have.

Question 58

Organizations committed to six-sigma programs have very capable and precise processes.

Question 59

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

Question 60

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

Question 61

Which of the following is not an accurate match of quality gurus and their contribution?

A) Deming - distinguishing between special and common causes of variation
B) Crosby - zero defects
C) Feigenbaum - statistical process control (SPC)
D) Juran - fitness-for-use and measuring the cost of quality
E) All of the choices are correctly matched.

Question 62

Warranty service,handling 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.

Question 63

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

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

Question 64

Which of the following are dimensions of product quality?
I)Aesthetics.
II)Conformance.
III)Price.
IV)Special features.

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

Question 65

Which of the following are dimensions of product quality?
I)Performance.
II)Price.
III)Perceived quality.
IV)Serviceability.

A) I, II
B) I, II, III
C) II, III, IV
D) I, II, IV
E) I, III, IV

Question 66

Relative to traditional organizations,TQM involves:
I)greater orientation towards product rather than processes.
II)more narrowly focused,specialized individual jobs.
III)viewing suppliers as partners based on collaborative relations.

A) I
B) II
C) III
D) I and II
E) I, II, and III

Question 67

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

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.

Question 68

Defective material from suppliers and lost production time are examples of:

A) internal failure costs.
B) external failure costs.
C) appraisal costs.
D) prevention costs.
E) replacement costs.

Question 69

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

A) A procedures manual
B) A quality manual
C) Product catalogues
D) Detailed work instructions

Question 70

Which of the following does not match well between quality gurus and their contribution?

A) Juran - quality is fitness for use
B) Crosby - quality is free
C) Deming - quality costs
D) Feigenbaum - quality at the source
E) All of the choices are correctly matched.

Question 71

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.

Question 72

Which of the following is not one of Deming's 14 points of quality?

A) Create constancy of purpose toward improvement of goods and services.
B) Institute modern methods of training.
C) Cease dependence on mass inspection.
D) Break down barriers between departments.
E) Award supply contracts primarily on the basis of price.

Question 73

The three primary determinants of quality are:

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.

Question 74

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

A) Certification typically takes 12 - 18 months.
B) Extensive documentation of processes and procedures.
C) Certified companies are registered in a directory.
D) The review process is primarily conducted by external consultants.

Question 75

Which of the following is not associated with the HACCP quality control system?

A) Identifying potential hazards
B) Enforced by the Canadian Food Inspection Agency
C) Designed for companies in the food processing industry
D) Identifying all regulatory action points
E) Feedback of food quality based on customer surveys

Question 76

Which of the following are key elements of Deming's beliefs?
I)Implementing mass inspection whereby all output is checked for quality problems.
II)The need to reduce variation in output.
III)Motivate workers using numerical quotas based on work standards.

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

Question 77

The basic steps in the PDSA cycle include:
I)plan
II)delegate
III)study
IV)act

A) I, II, III, IV
B) I, III, IV
C) II, III, IV
D) I, II, III
E) III, IV

Question 78

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

A) internal failure costs.
B) external failure costs.
C) appraisal costs.
D) prevention costs.
E) replacement costs.

Question 79

Which of the following is not an example of an external failure cost?

A) Warranty claims
B) Handling complaints
C) Loss of customer goodwill
D) Scrap and rework during production
E) Price discounts to offset inferior quality

Question 80

Costs related to inspections,testing,test equipment,and labs are examples of:

A) internal failure costs.
B) external failure costs.
C) appraisal costs.
D) prevention costs.
E) replacement costs.