Deck 13: Management of Quality

Question 1

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

Answer 1

True

Question 2

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

Answer 2

True

Question 3

Quality of design refers to the intention of the designers to include or exclude certain features in a product or service based on marketing and other information.

Answer 3

True

Question 4

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 5

Because courtesy is subjective, it cannot be considered a factor in service quality.

Question 6

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Question 7

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 8

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

Question 9

ISO 9000 standards stress continual improvement regardless of how good you currently are.

Question 10

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

Question 11

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

Question 12

An organization achieves quality by consistently meeting its competitors' standards.

Question 13

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

Question 14

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

Question 15

Regardless of superior quality, consumers will not pay premium prices.

Question 16

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

Question 17

Convenience, reliability, and assurance are dimensions of service quality.

Question 18

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

Question 19

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

Question 20

The Baldrige award can only be won by manufacturing organizations.

Question 21

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

Question 22

Serviceability, conformance, and reliability are dimensions of product quality.

Question 23

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

Question 24

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

Question 25

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

Question 26

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

Question 27

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

Question 28

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

Question 29

Continuous improvement focuses on achieving major breakthroughs in product or service quality.

Question 30

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

Question 31

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 32

Six Sigma programs have both management and technical components.

Question 33

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

Question 34

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

Question 35

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

Question 36

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

Question 37

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

Question 38

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

Question 39

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

Question 40

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

Question 41

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

Question 42

ISO standards aid in transferring technology to developing countries.

Question 43

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

Question 44

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

Question 45

When an organization comes to the realization that there are quality problems in products that are already in service, ethical approaches include:
(I) divulging the information to the public at large.
(II) recalling, if possible, affected products.
(III) handling complaints on an individual rather than a systemic basis.

A) I and III
B) I and II
C) II and III
D) I, II, and III
E) Neither I, II, nor III

Question 46

The "Control" phase of DMAIC is intended to ensure that:

A) the proper subset of process inputs are monitored.
B) variability reduction is pursued.
C) data analysis is overseen.
D) inputs are closely monitored.
E) improvements are sustaineD.

Question 47

In addition to correcting substandard work, employees have an ethical obligation to __________ the quality problem as well.

A) prevent
B) offset
C) report
D) standardize
E) redesign

Question 48

ISO certification differs substantially from the Baldrige Award in that it:

A) focuses primarily on quality teams.
B) emphasizes self-appraisal.
C) is an ongoing process.
D) is customer-driven.
E) is national rather than international.

Question 49

The quality certification that deals primarily with conformance to customer requirements is ISO __________; ISO __________ is concerned primarily with the organization's effect on the environment.

A) 9000; 14000
B) 24700; 9000
C) 14000; 9000
D) 9000; 24700
E) 14000; 24700

Question 50

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

Question 51

A quality circle is a management team focused on implementing major changes to improve quality.

Question 52

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

Question 53

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Question 54

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 55

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Question 56

ISO certification is similar to the Baldrige Award in its emphasis on:

A) statistical tools.
B) self-appraisal.
C) teamwork.
D) outsourcing.
E) services.

Question 57

There is a positive link between quality and productivity.

Question 58

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 59

Six sigma programs involve both __________ and __________ components.

A) probabilistic; deterministic
B) logistical; managerial
C) statistical; probabilistic
D) managerial; technical
E) local; global

Question 60

The PDSA cycle forms the conceptual basis for continuous improvement.

Question 61

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 62

The Deming Prize was established by the:

A) American Statistical Association.
B) Union of Japanese Scientists.
C) North American Free Trade Association.
D) American Quality Society.
E) World Trade Organization.

Question 63

Loss of business, increased liability, decreased productivity, and higher costs are all likely consequences of:

A) labor unions.
B) globalization.
C) poor quality.
D) robotics.
E) micro-factories.

Question 64

TQM stands for:

A) Taguchi Quality Methods.
B) Tactical Quality Measurements.
C) The Quality Matrix.
D) Total Quality Management.
E) Total Quantity Measurement.

Question 65

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.

Question 66

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) break-even analysis.

Question 67

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 68

Among the guiding principles of six sigma are:
(I) Reduction of variation is an important goal.
(II) Valid measurement is critical.
(III) Outputs determine inputs.
(IV) We should focus on those critical few influences on our quality.

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

Question 69

Which is not a cost of quality?

A) prevention cost
B) external failure costs
C) extended service contract costs
D) internal failure costs
E) appraisal costs

Question 70

The Baldrige Award is based on evaluations in seven main areas. Which is not one of those?

A) relative profitability
B) strategic planning
C) human resource management
D) information and analysis
E) leadership

Question 71

A tool that is not used for quality management is a:

A) flowchart.
B) histogram.
C) Pareto analysis.
D) redesign.
E) check sheet.

Question 72

A tool that uses time-ordered values of a sample statistic to help detect the presence of correctable causes of variation in a process is a(n):

A) affinity diagram.
B) checklist.
C) control chart.
D) flowchart.
E) relationship diagram.

Question 73

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 74

The quality tool that resembles a "fishbone" is:

A) brainstorming.
B) check sheets.
C) Pareto analysis.
D) cause-and-effect diagrams.
E) fail-safe methods.

Question 75

Which of the following is not an element of TQM?

A) continuous improvement
B) competitive benchmarking
C) employee empowerment
D) team approach
E) quality management as a specialized function within the firm

Question 76

The Baldrige Award aims to:
(I) publicize successful quality programs.
(II) recognize quality achievements of U.S. companies.
(III) stimulate efforts to improve quality.
(IV) distribute the grant money available for improved quality.

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

Question 77

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 78

A quality circle is:

A) responsible for quality.
B) total quality control.
C) an inspection stamp found on meat.
D) a group of employees who meet to discuss ways of improving products or processes.
E) a team of customers and their contacts within the company who meet to discuss ways of improving products or processes.

Question 79

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is:

A) brainstorming.
B) check sheets.
C) Pareto analysis.
D) cause-and-effect diagrams.
E) fail-safe methods.

Question 80

ISO 9000 currently stresses _____ of a certified organization.

A) minimizing harmful environmental effects
B) product diversity
C) inclusion of reused components in the office equipment
D) a minimum of four supervisory levels
E) continual improvement