Deck 8: Managing Quality

Question 1

Which of the following is the most important criterion (highest number of points)of the Malcolm Baldrige National Quality Award?

A)Process management
B)Results
C)Customer focus
D)Leadership

Answer 1

Results

Question 2

Which of the following is NOT part of the quality trilogy that Juran advocates?

A)Planning
B)Operations
C)Control
D)Improvement

Answer 2

Operations

Question 3

The reasons for failure of quality improvement efforts include:

A)Managers continue to focus on short-term financial results
B)Managers instinctively blame employees when there is a quality failure
C)Managers interfere with true teamwork
D)a and b
E)a,b,and c

Answer 3

a,b,and c

Question 4

Which of the following is incorrect about the philosophies advocated by Joseph Juran?

A)Juran originated the idea of the quality trilogy
B)Juran stressed the use of statistical methods to control quality
C)Juran believed that planning is an important part of quality improvement
D)None of the above

Question 5

A product's conformance to specifications:

A)Is in response to customers' needs
B)Determines sales price to the customer
C)Is defined as continuity of service to the customer
D)Is independent of the quality of design

Question 6

Costs of inspectors,testing,testing equipment,and labs are examples of:

A)Prevention costs
B)Appraisal costs
C)Internal failure costs
D)External failure costs

Question 7

If an organization were having difficulty trying to get customers' opinions into the definition of quality,which of the following approaches would be most suitable?

A)TQM
B)ISO 9000 certification
C)Quality Function Deployment
D)Six-Sigma

Question 8

Mean time between failure:

A)Is used to measure a product's reliability
B)Is used to measure a product's maintainability
C)Is used to measure a product's maintainability and availability
D)Is a measure of up time/(up time + down time)

Question 9

________ is a combination of reliability and maintainability.

A)Field service
B)Availability
C)Quality of conformance
D)Mean time to repair

Question 10

A production center is available for 8 hours per day in a factory.It is comprised of several rotary parts,and the worker operating it is required to lubricate these rotary parts once each day.It takes 2 hours to remove these parts from the equipment,lubricate them,and re-assemble them.The production center is not available for production during these times.The availability of the production center is:

A)50%
B)75%
C)25%
D)Cannot be computed with the given information

Question 11

The quality cycle:

A)Begins with defining customer needs
B)Is stated as tolerances or minimum and maximum acceptable limits
C)Is used for services,not products
D)Produces control points and inspection techniques

Question 12

The Baldrige Award criteria emphasize all of the following EXCEPT:

A)Strategic planning
B)Process management
C)Customer focus
D)Zero defects

Question 13

Poka-yoke is:

A)Designing products for multiple uses
B)A workforce that is likely to make mistakes
C)A service designed for the customer
D)Designing a process so that it can only be performed correctly

Question 14

Which of the quality gurus advocated organizations driving out employee fear?

A)Deming
B)Juran
C)Crosby
D)Ishikawa
E)Taguchi

Question 15

Which of the following is NOT part of Deming's 14 points?

A)Cease dependence on mass inspection
B)Create constancy of purpose
C)End the practice of awarding business on the basis of price tag alone
D)Exhort the workers to improve the quality system

Question 16

Quality of design:

A)Is one of the four decision areas of engineering
B)Is determined before production by a cross-functional product design team
C)Means a product has high reliability,maintainability,and availability
D)Is the prime responsibility of production

Question 17

Which of the following is NOT true about the cost of quality?

A)Cost of quality is actually the cost of poor quality
B)Increasing prevention cost increases appraisal,internal and external failure costs
C)Training cost is an example of prevention cost
D)Warranty is an example of external failure cost

Question 18

SERVQUAL measures which dimension of service quality

A)Reliability,Tangibles,Assurance,Empathy,and Conformance Quality
B)Performance Quality,Tangibles,Responsiveness,Reliability,and Assurance
C)Responsiveness,Tangibles,Empathy,Assurance,and Reliability
D)Reliability,Tangibles,Responsiveness,Empathy,and Conformance Quality

Question 19

The six-step quality cycle approach includes all of the following EXCEPT:

A)Set quality standards
B)Define quality attributes on the basis of customer needs
C)Find and correct causes of poor quality
D)Reward employees for quality improvement

Question 20

The number of defects in a product measures:

A)Reliability of the process
B)Conformance quality of the process
C)Repeatability of the process
D)Performance quality of the process

Question 21

Describe the relationship between control costs,failure costs,and overall levels of quality.

Question 22

Describe the concept of rolled yield and how it is related to managing quality in a supply chain.

Question 23

If a company uses three parts in a product,each with a yield of 50%,the overall rolled-yield will equal 50%.

Question 24

It is important to determine the quality of design even before producing the product.

Question 25

Availability refers to the length of time a product can be used before it fails.

Question 26

The definition of quality management has evolved from "quality by inspection" toward "delivering competitive advantage to the firm." Briefly discuss the various definitions of quality management described in this chapter.

Question 27

SERVQUAL is widely used in practice to measure manufacturing operations such as production and assembling processes.

Question 28

The Baldrige Award is only given in the U.S.

Question 29

Scrap and rework are examples of internal failure costs.

Question 30

The total cost of quality in an organization is the sum of control costs and failure costs.

Question 31

ISO 9000 standards guarantee that a product or service has no defects

Question 32

The Baldrige Award is given in which of the following categories?

A)Manufacturing companies
B)Small businesses
C)Healthcare organizations
D)All of the above

Question 33

The Japanese term for mistake-proofing is "poka-yoke."