Question 1

A quality management system (QMS) is defined as the organisational structure, policies, procedures, processes and ___________ needed to implement quality management.

Accepted Answer

A quality management system (QMS) requires resources to be implemented successfully, including financial resources, personnel, time, materials, and equipment. The QMS must be supported by the necessary resources to ensure that it can achieve its objectives and continuously improve. Therefore, the correct answer is A) resources.

Question 2

What does the United Kingdom Department of Trade and Industry (UKDTI) consider a good quality management system to be for organisations, which supports organisational progress?

Accepted Answer

A good quality management system is often metaphorically referred to as a "wedge" by the UK Department of Trade and Industry (UKDTI), symbolizing its role in driving continuous improvement and supporting organizational progress.

Question 3

Zeithaml, Parasuraman, and Berry (1990), identified and fine-tuned five dimensions used by consumers to evaluate service quality.Which of the five dimensions is concerned with dependable and accurate performance?

Accepted Answer

The dimension concerned with dependable and accurate performance is reliability. This dimension refers to the ability of the company to provide the service promised in a dependable and accurate manner.

Question 4

Zeithaml, Parasuraman, and Berry (1990), identified and fine-tuned five dimensions used by consumers to evaluate service quality.Which of the five dimensions is concerned with credibility, competence, courtesy and security?

Accepted Answer

The dimension concerned with credibility, competence, courtesy, and security is Assurance.

Question 5

Zeithaml, Parasuraman, and Berry (1990), identified and fine-tuned five dimensions used by consumers to evaluate service quality.Which of the five dimensions is concerned with promptness and helpfulness?

Accepted Answer

The dimension concerned with promptness and helpfulness is Responsiveness.

Question 6

Within the domain of quality management literature, what does the abbreviation ISO stand for?

Accepted Answer

The correct abbreviation for ISO is International Organisation for Standardisation.

Question 7

Which standard within the ISO 9000 family establishes the requirements of a quality management system?

Accepted Answer

ISO 9001 is the standard within the ISO 9000 family that establishes the requirements of a quality management system. ISO 9000 provides an overview of the family of standards, ISO 9004 provides guidelines for a quality management system, and ISO 9003 provides model for quality assurance in final inspection and testing.

Question 8

Which standard within the ISO 9000 family focusses on how to make a quality management system more efficient and effective?

Accepted Answer

ISO 9004 provides guidelines for improving the efficiency and effectiveness of a quality management system. ISO 9000 provides an overview of the ISO 9000 family of standards. ISO 9001 specifies requirements for a quality management system. ISO 9003 provides guidelines for quality assurance in final inspection and testing.

Question 9

The EFQM (European Foundation for Quality Management) excellence model consists of a set of three integrated components.Which component defines the principles for achieving sustainable excellence?

Accepted Answer

The fundamental concepts of the EFQM excellence model define the principles for achieving sustainable excellence. The other components (criteria, RADAR logic, and enablers) provide a framework, method, and tools for implementing those principles.

Question 10

One of the components of the EFQM (European Foundation for Quality Management) excellence model is the RADAR logic.What do the last two letters in the RADAR logic abbreviation stand for?

Accepted Answer

The RADAR logic in the EFQM model stands for Results, Approaches, Deploy, Assess, and Refine.

Question 11

According to Slack, Brandon-Jones and Johnston (2013), which one of the following IS NOT a key element of Lean Thinking when used as an improvement approach?

Accepted Answer

Employee-centricity is not a key element of Lean Thinking as an improvement approach. The other three elements (customer-centricity, synchronised flow, and reducing variation) are fundamental to Lean Thinking.

Question 12

In Six Sigma, a defect is defined as any process output that does not meet customer specifications, or that could lead to creating an output that does not meet customer specifications.What is the defect rate in DPMO (defects per million opportunities) at the four sigma (4σ) level?

Accepted Answer

At the four sigma (4σ) level, the defect rate is approximately 6,210 defects per million opportunities (DPMO). This is a standard value used in Six Sigma to quantify the performance of a process.

Question 13

In Six Sigma, a defect is defined as any process output that does not meet customer specifications, or that could lead to creating an output that does not meet customer specifications.What is the defect rate in DPMO (defects per million opportunities) at the six sigma (6σ) level?

Accepted Answer

At the six sigma level, the defect rate is 3.44 dpmo, which means there are only 3.44 defects per million opportunities. This is a very low defect rate and indicates a high level of process performance and quality. Therefore, choice A is the best answer.

Question 14

Which of the DMAIC project methodology phases has as its main objective to reveal the root cause of business inefficiencies?

Accepted Answer

The Analyse phase of the DMAIC project methodology focuses on analyzing data to uncover the root cause of business inefficiencies. The other phases have different objectives, such as defining the problem in the Define phase, measuring the current state in the Measure phase, and implementing solutions in the Improve phase.

Question 15

According to Zigiaris (2000), business process re-engineering (BPR) methodologies may be divided into six general 'model' stages (envision, initiation, diagnosis, redesign, reconstruction and evaluation).In which stage does the documentation of processes and sub-processes take place in terms of process attributes?

Accepted Answer

The Diagnosis stage involves the documentation of existing processes and sub-processes in terms of their attributes, which is essential for understanding the current state and identifying areas for improvement.

Question 16

How many principles are contained in the hazard analysis and critical control points (HACCP) system?

Accepted Answer

The HACCP system contains 7 principles, which are designed to prevent, eliminate, or reduce food safety hazards to acceptable levels.

Question 17

Which one of the following IS NOT one of the gaps in the Gaps model of service quality initially developed by Zeithaml, Berry and Parasuraman?

Accepted Answer

Knowledge is not one of the gaps in the Gaps model of service quality.

Question 18

What is another name for a defect concentration diagram?

Accepted Answer

A defect concentration diagram is also known as a check sheet. A Pareto chart is a visual representation of the frequency of defects, a cause and effect diagram is also known as a fishbone or Ishikawa diagram, and a histogram is a chart showing the distribution of data.

Question 19

What is the name of the type of diagram that contains both bars and a line graph, where individual values are represented in descending order by bars, and the cumulative total is represented by a line?

Accepted Answer

This type of chart is called a Pareto chart, which displays individual values in descending order using bars and also shows the cumulative total using a line graph.

Question 20

Scatter diagrams are used to show possible relationships between variables using X and Y axes.In which type of correlation will the value of Y increase slightly as the value of X increases?

Accepted Answer

In a weak positive correlation, the value of Y will increase slightly as the value of X increases.

Quiz 15: Managing Quality in the Hospitality Industry