Deck 9: Management of Quality

Question 1

User instructions and follow-up services after delivery are important elements of overall product or service quality.

Answer 1

True

Question 2

Business organizations achieving good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs.

Answer 2

True

Question 3

An organization achieves quality by consistently meeting their competitor's standards.

Answer 3

False

Question 4

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

Question 5

The dimensions of product and service quality are too abstract to be applied operationally.

Question 6

Reducing the variations in our product or service is an important key to perceived quality.

Question 7

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Question 8

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

Question 9

High Quality and low prices are both considered to be dimensions of quality.

Question 10

The Baldrige award can only be won by manufacturing organizations.

Question 11

Product design choices are usually the result of inputs from accounting and human resources.

Question 12

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Question 13

Regardless of superior quality, consumers won't pay premium prices.

Question 14

Convenience, Reliability and Assurance are dimensions of service quality.

Question 15

Because 'courtesy' is subjective, it can't be considered a factor in service quality.

Question 16

In market research, a group of consumers who express their opinions about a product or service is called a steering committee.

Question 17

Quality of design refers to the degree to which goods and services achieve the intent of the designers.

Question 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.

Question 19

The seven dimensions of quality are important for products but are not applicable in service organizations.

Question 20

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.

Question 21

The customer is the focal point and customer satisfaction is the driving force in quality management.

Question 22

Serviceability, Conformance and Reliability are dimensions of product quality.

Question 23

Crosby's concept of "quality is free" means that it is less expensive to do it right initially than to do it over.

Question 24

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

Question 25

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

Question 26

Six sigma programs have both management and technical components.

Question 27

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

Question 28

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

Question 29

Customer expectations tend to change over time affecting their perception of service quality.

Question 30

Quality at the source means returning all defects to the source - our vendors.

Question 31

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards.

Question 32

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

Question 33

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

Question 34

The causes of variation in any process can be identified through the general categories of people, procedures, education and age.

Question 35

When considering service quality, convenience often is a major factor.

Question 36

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

Question 37

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

Question 38

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.

Question 39

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part.

Question 40

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

Question 41

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

Question 42

TQM is not just a collection of techniques.It is rather a whole new attitude toward quality.

Question 43

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

Question 44

There is a positive link between quality and productivity.

Question 45

Zero defects requires 100% inspection of the final product.

Question 46

A control chart is a visual representation of the various states in a process.

Question 47

The term "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

Question 48

When problems arise in a total quality managed organization, it is important to assign blame and punish the worker responsible for causing the problem.

Question 49

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

Question 50

So long as quality input resources are used to make a product, we can expect quality output from the process.

Question 51

ISO standards apply only to manufacturing organizations.

Question 52

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.

Question 53

A quality circle is a cross-functional team focused on quality.

Question 54

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Question 55

The PDSA cycles is also referred to as the Baldrige Wheel.

Question 56

A major obstacle to implementing TQM can be an emphasis on long-term financial results.

Question 57

The PDSA cycle forms the conceptual basis for continuous improvement.

Question 58

ISO standards aid in transferring technology to developing countries.

Question 59

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 60

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

Question 61

Costs of inspectors, 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

Question 62

Which isn't a cost of quality?

A)Prevention cost
B)External failure
C)Extended Service Contracts
D)Internal failure
E)Appraisal costs

Question 63

ISO 9000 currently requires _____ of a certified organization.

A)Quarterly reporting
B)Product diversity
C)Annual audits
D)A minimum of four supervisory levels
E)Continuous improvement

Question 64

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

Question 65

The Baldrige award is based on seven categories.Which is not one of those?

A)Relative profitability
B)Strategic planning
C)Human resource focus
D)Information and Analysis
E)Leadership

Question 66

Total quality management is a collection of techniques, such as quality control charts, ISO 9000, and quality function deployment.

Question 67

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

Question 68

Loss of business, liability, productivity and costs are consequences of _______.

A)Labor Unions
B)Globalization
C)Poor Quality
D)Robotics
E)Micro-factories

Question 69

One criticism of total quality management is that it may produce blind pursuit of quality to the neglect of other priority considerations.

Question 70

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 71

Process mapping is part of process improvement.

Question 72

A tool that is not used for quality management is ________.

A)Flowchart
B)Histogram
C)Perato Analysis
D)Redesign
E)Check sheets

Question 73

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

Question 74

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

Question 75

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

Question 76

ISO 9000 standards do not have a requirement for ________.

A)resource
B)remedial
C)systems
D)training
E)management

Question 77

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

Question 78

Deciding how much to invest in the prevention of defects can be analyzed using ________.

A)EVPI
B)Net Present Value
C)Weighted Factor Analysis
D)Return on Quality
E)Breakeven Analysis

Question 79

A tool that depicts process variation graphically is a(n) _________.

A)Affinity diagram
B)Check list
C)Control Chart
D)Flow Chart
E)Relationship diagram

Question 80

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