Question 1

Which of the following is not an accurate match of quality gurus and their contribution?

Accepted Answer

Feigenbaum is known for Total Quality Control, not specifically for statistical process control (SPC), which is more closely associated with Shewhart and Deming.

Question 2

Warranty service,handling complaints,and costs of litigation are examples of:

Accepted Answer

Warranty service, handling complaints, and costs of litigation all occur after the customer has already received the product and are therefore examples of external failure costs.

Question 3

Which of the following are dimensions of service quality?
I.Convenience.
II.Reliability.
III.Time.
IV.Insurance.

Accepted Answer

Convenience, reliability, and time are all dimensions of service quality. Insurance is not typically considered a dimension of service quality.

Question 4

Which of the following are dimensions of product quality?
I.Aesthetics.
II.Conformance.
III.Price.
IV.Special features.

Accepted Answer

Aesthetics (I) and conformance (II) are generally considered necessary dimensions of product quality. Special features (IV) may also be a factor in differentiating high-quality products from lower quality ones, but price (III) is not generally considered a dimension of quality, as a high price does not necessarily indicate high quality, and low price does not necessarily indicate low quality.

Question 5

Which of the following are dimensions of product quality?
I.Performance.
II.Price.
III.Perceived quality.
IV.Serviceability.

Accepted Answer

Performance, perceived quality, and serviceability are dimensions of product quality, while price is not.

Question 6

Relative to traditional organizations,TQM involves:
I.greater orientation towards product rather than processes.
II.more narrowly focused,specialized individual jobs.
III.viewing suppliers as partners based on collaborative relations.

Accepted Answer

TQM (Total Quality Management) involves a greater emphasis on processes rather than products, which aligns with statement III. Additionally, TQM focuses on involving suppliers as partners to achieve collective success, which is also reflected in statement III. However, statement I is incorrect as TQM emphasizes both product and process improvements. Likewise, statement II is incorrect, as TQM encourages cross-functional teams and job enrichment.

Question 7

Which of the following is not true about Juran's views of quality?

Accepted Answer

Juran emphasized the importance of measuring the cost of quality as a means to identify areas for improvement, not just the process of quality.

Question 8

Defective material from suppliers and lost production time are examples of:

Accepted Answer

Internal failure costs refer to costs incurred due to defects and errors found during the production process or before delivery to the customer. Defective material from suppliers and lost production time are both examples of internal failure costs. External failure costs, on the other hand, refer to costs incurred after delivery to the customer, such as warranty claims or product recalls. Appraisal costs are costs incurred to determine if a product meets quality standards, such as inspection and testing. Prevention costs are costs incurred to prevent defects from occurring, such as employee training or process design improvements. Replacement costs refer to the cost of replacing a defective product with a new one.

Question 9

Which of the following is not one of the types of documents created for the ISO 9001 quality system?

Accepted Answer

Product catalogues are not a required document for the ISO 9001 quality system. The other options listed (procedures manual, quality manual, and detailed work instructions) are all typical types of documents created for an ISO 9001 quality system.

Question 10

Which of the following does not match well between quality gurus and their contribution?

Accepted Answer

Deming is known for his philosophy of quality management and the Plan-Do-Check-Act cycle, not specifically for the concept of "quality costs." The concept of "quality costs" is more closely associated with Juran.

Question 11

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.

Accepted Answer

Benchmarking is the process of comparing an organization's performance metrics to industry best practices or to other organizations in the same industry. The purpose of benchmarking is to identify areas for improvement and to establish a standard for measuring progress.

Question 12

Which of the following is not one of Deming's 14 points of quality?

Accepted Answer

Deming emphasized the importance of quality in all aspects of an organization and advocated for the elimination of practices such as mass inspection and awarding contracts based solely on price. However, he did not include a specific point about awarding supply contracts primarily based on price.

Question 13

The three primary determinants of quality are:

Accepted Answer

The answer of The three primary determinants of quality are:
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Question 14

Which of the following is not an accurate statement concerning the ISO 9001 quality system?

Accepted Answer

The review process for ISO 9001 certification is primarily conducted by external auditors, not consultants. Consultants may be used to assist in implementing the quality system, but they are not responsible for conducting the audits for certification.

Question 15

Which of the following is not associated with the HACCP quality control system?

Accepted Answer

The HACCP quality control system focuses on identifying potential hazards, enforcing regulations, and identifying critical control points. It is designed specifically for companies in the food processing industry. However, feedback of food quality based on customer surveys is not directly associated with the HACCP system.

Question 16

Which of the following are key elements of Deming's beliefs?
I.Implementing mass inspection whereby all output is checked for quality problems.
II.The need to reduce variation in output.
III.Motivate workers using numerical quotas based on work standards.

Accepted Answer

Deming emphasized the importance of reducing variation in processes to improve quality, but he was against mass inspection and numerical quotas, which he believed could be counterproductive.

Question 17

The basic steps in the PDSA cycle include:
I.plan
II.delegate
III.study
IV.act

Accepted Answer

The PDSA cycle stands for Plan, Do, Study, Act. Delegation is not one of the basic steps in the PDSA cycle. Therefore, the correct answer is I, III, IV.

Question 18

Quality planning and administration,quality training,and quality control procedures are examples of:

Accepted Answer

Quality planning and administration, quality training, and quality control procedures are examples of prevention costs. Prevention costs are incurred to avoid or minimize the cost of quality. They include activities such as planning, training, and implementing quality control procedures to prevent defects or errors from occurring in the first place.

Question 19

Which of the following is not an example of an external failure cost?

Accepted Answer

Scrap and rework during production is an example of an internal failure cost, as it occurs before the product is delivered to the customer. The other options listed are external failure costs, as they involve costs incurred after the product has been delivered to the customer.

Question 20

Costs related to inspections,testing,test equipment,and labs are examples of:

Accepted Answer

Costs related to inspections, testing, test equipment, and labs are examples of appraisal costs. Appraisal costs are associated with ensuring that products or services meet required specifications or standards, and are incurred to prevent defective products from reaching customers. Internal failure costs, external failure costs, prevention costs, and replacement costs are all different types of quality costs associated with quality control and management.

Quiz 9: Management of Quality