Deck 9: Managing and Improving Quality

Question 1

Companywide quality control (CWQC) is the concept to be able to design, produce and sell goods and services that satisfy the customer's requirements

Answer 1

True

Question 2

Quality is affected by the overall capability of the process and the way in which quality system within the process.

Answer 2

True
Explanation:So we need to see quality as something not simply …

Question 3

The quality of conformance represents the degree to which the product or service, when delivered, does not conform to the original design specifications.

Answer 3

False
Explanation:It's the degree to which it does conform …

Question 4

The quality of design represents the intentional quality which designers wish to see produced in order to meet their interpretations of the customer's needs.

Question 5

The ideas behind total quality management are simple and not challenging to have those ideas become part of the underlying culture of the organization.

Question 6

One of the ways total quality management can fail is when managing quality within the process goes well, but there is a failure to recognize that the process itself needs review and possible change

Question 7

Quality management can fail when there is over reliance on procedures and people lose their sense of meaning in the process.

Question 8

Pareto Analysis recognizes that it is often the case that 20 percent of failures are due to 80 percent of the problems

Question 9

Histograms are used to understand the central tendency and distribution of a process visually.

Question 10

Cause and Effect diagrams are used to identify effects and to work backwards to find the root cause

Question 11

Stratification is used to identify different levels of a problem and symptoms.

Question 12

Scatter diagrams are used to identify the correlation between variables.

Question 13

The intentional quality which designers wish to see produced in order to meet their interpretations of the customer's needs is:

A) Quality control
B) Quality of conformance
C) Conformance to requirements
D) Quality of design
E) None of the above

Question 14

Quality of design represents:

A) The degree to which the product or service conform to the original design specifications
B) The total composite of product or service characteristics through which the product or service will meet the expectations of the customer
C) The intentional quality to be produced in order to meet interpretations of customer requirements.
D) All of the above
E) None of the above

Question 15

Quality of conformance represents:

A) The degree to which the product or service conform to the original design specifications
B) The total composite of product or service characteristics through which the product or service will meet the expectations of the customer
C) The intentional quality to be produced in order to meet interpretations of customer requirements.
D) All of the above
E) None of the above

Question 16

All of the following are gaps that can lead to service quality failures except:

A) Not understanding the needs of the customers
B) Being able to translate customer needs into a service design See Page 393 first paragraph
C) Being unable to translate the design into service expectations
D) None of the above
E) Being unable to deliver the services in line with specifications

Question 17

All of the following are consequences of poor human resource management:

A) Uninterested operators
B) Increased defects in products
C) Decreased labor productivity
D) Lack of quality consciousness
E) all of the above

Question 18

One of the powerful tools available to help improve processes in services is known as:

A) Benchmarking
B) Quality control
C) Process mapping
D) Total quality management
E) None of the above

Question 19

The segments of the house of quality matrix are important in assessing the following:

A) The actions over which a business has control
B) Leadership requirements
C) Customer requirements
D) B & C only
E) A & C only

Question 20

A long-term systematic attack on the problem refers to:

A) Brainstorming
B) Continuous improvement
C) Quality
D) Goal orientation
E) Inspection

Question 21

The essence of progress along the CI road includes doing the following until the behaviors are ingrained in the organization's culture:

A) Learning
B) Repeating
C) Practicing
D) Acquiring
E) All of the above

Question 22

Of the following, which is not one of the seven basic tools of quality management?

A) Pareto analysis
B) Histograms
C) Stratification
D) Classification
E) Cause and effect diagrams

Question 23

Which of the following is not a gap that can lead to service quality failures?

A) Service system design versus customer expectations
B) Delivering versus specifications
C) Expectations versus Perceptions
D) Management perceptions versus customer expectations
E) None of the above

Question 24

TQM embraces which of the following?

A) Top Management Commitment
B) Continuous Improvement
C) All aspects of the business
D) Long term commitment
E) all of the above

Question 25

The following concepts are core to Six Sigma, except?

A) Critical to Quality
B) Process Capability
C) Stable operations
D) Design for Six Sigma
E) Continuous Improvement

Question 26

The following concepts are core to Six Sigma, except?

A) Critical to Quality
B) Process Capability
C) Stable operations
D) Design for Six Sigma
E) Continuous Improvement

Question 27

Company-wide quality control of composed of all of the following, except:

A) Quality of management.
B) Quality of design
C) Quality of materials, techniques, equipment, etc.
D) Quality of company
E) Quality of labor

Question 28

The stages of development in quality include all of the following, except:

A) Inspection
B) Quality control
C) Quality assurance
D) Company-wide quality control
E) Six Sigma

Question 29

QFD matrices utilizes all of the following information, except:

A) Customer requirements
B) Relative importance of customer requirements.
C) Relationship between requirements and business parameters
D) Correlation between customer requirements
E) Competitors' positioning

Question 30

All of the following are stages in the evolution of continuous improvement, except:

A) Natural
B) Structured
C) Reactive
D) Goal-oriented
E) Proactive/empowered

Question 31

All of the following are behavioral patterns in continuous improvement, except:

A) The ability to generate sustained involvement
B) The ability to link CI activates to strategic goals
C) The ability to drive CI activates across organizational boundaries
D) The ability to strategically manage the development of CI activates
E) All of the above

Question 32

All of the following are behavioral patterns in continuous improvement, except:

A) The ability to identify root causes
B) The ability to link CI activates to strategic goals
C) The ability to drive CI activates across organizational boundaries
D) The ability to strategically manage the development of CI activates
E) The ability to learn through CI activities

Question 33

Explain how the deployment of improved quality is a source of competitive advantage.

Question 34

The customer has always been identified as the only true judge of quality, explain why this is true and if there are any issues with this being the case.

Question 35

Explain how the six sigma differs from quality circles.

Question 36

Discuss the first stage in the evolution of continuous improvement.

Question 37

Discuss the second stage in the evolution of continuous improvement.

Question 38

Discuss the fifth stage in the evolution of continuous improvement.

Question 39

Explain how quality functional deployment works.

Question 40

Explain how company-wide quality control works: