Question 1

Which of the following is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems?
A) ISO 9000
B) Total quality management guidelines
C) Malcolm Baldrige guidelines
D) Benchmarking

Accepted Answer

ISO 9000 certification is a measure of success in quality management. It is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems.

Question 2

Which of the following is an annual award administered by the U.S.Department of Commerce and given to the company that shows the highest quality performance in seven categories-leadership; strategic planning; customer and market focus; measurement,analysis,and knowledge management; human resource focus; process management; and results?
A) Firestone Inner Circle of Quality Award
B) Baldrige Performance Excellence Program
C) ISO 9000 certification
D) The Presidential Award for Management Excellence

Accepted Answer

The Baldrige Performance Excellence Program is an annual award administered by the U.S. Commerce Department's National Institute of Standards and Technology (NIST) and given to the organization that shows the highest quality performance in seven categories-leadership; strategic planning; customer and market focus; measurement, analysis, and knowledge management; human resource focus; process management; and results.

Question 3

Six Sigma is best defined as a process-oriented quality-control method:
A) designed to improve the operations output to 99.9997 percent perfect.
B) aimed at producing goods with zero percent defect.
C) designed to reduce errors to 99.9997 percent perfect.
D) designed to correct problems to limit defects to 2.4 per million operations.

Accepted Answer

The Six Sigma quality-control method focuses on bringing the output of operations to 99.9997 percent perfect. This is a process-oriented quality-control method.

Question 4

In the context of quality improvement methods,_____ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.
A) lean process improvement
B) Six Sigma
C) zero-defects approach
D) total quality management

Accepted Answer

In the context of quality improvement methods, Six Sigma is using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

Question 5

Betty,the CEO of Raxen Inc.,thinks her organization must work as a unit toward enhancing the company's processes.She believes this will help her organization to improve customer satisfaction.In the context of quality improvement methods,Betty is most inclined toward _____.
A) employee involvement teams
B) statistical process control
C) total quality management
D) lean process improvement

Accepted Answer

Betty is inclined toward total quality management (TQM). TQM is an organization-wide focus on satisfying customers by continuously improving every business process for delivering goods or services.

Question 6

Joseph M.Juran,one of the experts who played an important role in spreading the idea of total quality management (TQM),taught quality concepts to the Japanese.He emphasized the view that management should seek to maintain and improve quality through efforts on two levels: the organization as a whole and the _____.
A) department primarily formed to improve product quality
B) human resource department of the organization
C) most productive departments in the organization
D) individual departments in the organization

Accepted Answer

Joseph M. Juran taught quality concepts to the Japanese. He emphasized the view that management should seek to maintain and improve quality through efforts on two levels: the organization as a whole and individual departments in the organization.

Question 7

Employee involvement teams are most successful when membership is _____.
A) given to all workers whose productivity levels are high
B) made voluntary
C) given to workers who qualify for the program
D) made mandatory

Accepted Answer

Employee involvement teams are most successful when all group members are eager to participate. For that reason, it is a good idea to make membership in the team voluntary.

Question 8

An operator who periodically measures some aspect of ongoing production and plots the results on a control chart is most likely using:
A) statistical quality control.
B) statistical process control.
C) the zero-defects approach.
D) the just-in-time approach.

Accepted Answer

Rather than wait until a process is complete to take a random sample, the operators of a process can use statistics to monitor production quality on an ongoing basis. This quality-control technique is known as statistical process control (SPC). The operator periodically measures some aspect of what he or she is producing-say, the diameter of a hole drilled or the correctness of an account number entered into a computer-then plots the results on a control chart.

Question 9

_____ can be best described as the quality improvement method that involves focusing the whole organization on continuously improving every business process so it satisfies customers.
A) Lean process improvement
B) Zero-defects approach
C) Total quality management
D) Statistical process control

Accepted Answer

In the context of quality improvement methods, total quality management involves focusing the whole organization on continuously improving every business process so it satisfies customers.

Question 10

The primary objective of total quality management (TQM)is to:
A) meet or exceed customer expectations.
B) maximize profits for a company and its employees.
C) form a sustainable organization.
D) protect the employees from any form of discrimination.

Accepted Answer

Total quality management (TQM) requires that employees at all levels focus on meeting or exceeding the expectations of their customers. TQM involves focusing the whole organization on continuously improving every business process so it satisfies customers.

Question 11

In the context of quality improvement methods,employee involvement teams primarily involve:
A) using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.
B) setting up teams of employees to identify quality-related problems and come up with possible solutions.
C) focusing the whole organization on continuously improving every business process so it satisfies customers.
D) using statistics to monitor production quality during the production process.

Accepted Answer

In the context of quality improvement methods, employee involvement teams refer to setting up teams of employees to identify quality-related problems and come up with possible solutions. The typical employee involvement team consists of up to 10 employees and their supervisor, who serves as the team leader.

Question 12

Eliza,a supervisor,tells her team to cut all costs other than the costs that add value for her company's customers.In the context of quality improvement methods,Eliza is most inclined toward _____.
A) zero-defects approach
B) statistical process control
C) total quality management
D) lean process improvement

Accepted Answer

In this scenario, Eliza is most inclined towardlean process improvement.Lean process improvement is a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

Question 13

Ronald,a production manager at FindSolutions Inc.,finds that his organization's process efficiency has reduced over the past three years.He asks one the supervisors to set up two groups of 10 workers each.He assigns these groups the responsibility to assess the company's processes,make decisions,and evaluate factors that reduce efficiency.In the context of quality improvement methods,Ronald is engaging _____.
A) employee involvement teams
B) statistical process control
C) the zero-defects approach
D) lean process improvement

Accepted Answer

Ronald is engagingemployee involvement teams.Employee involvement teams are teams of employees who plan ways to improve quality in their areas of organization.

Question 14

_____ refers to the worth the customer places on what he or she gets (the total package of goods and services)relative to cost of acquiring it.
A) Benchmark
B) Quality
C) Value
D) Standard

Accepted Answer

Value refers to the worth the customer places on what he or she gets (the total package of goods and services) relative to cost of acquiring it. Value may include timely delivery, helpful customer service, and low need for maintenance.

Question 15

Which of the following is most likely to be the first step that the members of an employee involvement team should take?
A) They should select the problems to focus on first step.
B) They should identify quality problems related to the employees' areas of responsibility.
C) They should analyze the problem to identify the causes of poor quality.
D) They should identify possible solutions and select one to recommend to management.

Accepted Answer

In a typical process, the members of employee involvement team will most likely identify quality problems related to the employees' areas of responsibility first.

Question 16

Employee involvement teams are most successful when:
A) a strict hierarchical structure is maintained.
B) supervisors outsource the entire process.
C) all the group members are eager to participate.
D) the supervisor follows the essay appraisal method.

Accepted Answer

Employee involvement teams are most successful when all group members are eager to participate. For that reason, it is a good idea to make membership in the team voluntary.

Question 17

Which of the following skills is most important for an employee involvement team to be successful?
A) Conceptual skills
B) Human relations skills
C) Technical skills
D) Problem-solving skills

Accepted Answer

Successful employee involvement teams consist of members with good problem-solving skills. Employee involvement teams involve setting up teams of employees to identify and solve quality-related problems.

Question 18

In the context of quality improvement methods,_____ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and,hence,something to be eliminated.
A) lean process improvement
B) Six Sigma
C) total quality management
D) zero-defects approach

Accepted Answer

In the context of quality improvement methods, lean process improvement is a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

Question 19

The zero-defects approach is best defined as the quality control technique:
A) designed to improve the product or service output to 99.97 percent perfect.
B) in which an organization works toward making its goods and services free of problems.
C) in which the employees look for defects in parts, finished goods, or other outcomes selected through a sampling technique.
D) in which the top performer of a process is identified and imitated.

Accepted Answer

The zero-defects approach is a quality-control technique based on the view that everyone in the organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems. In implementing a zero-defects approach, managers and employees at all levels seek to build quality into every aspect of their work.

Question 20

A _____ can be best defined as the quality-control technique based on the view that everyone in the organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.
A) lean process improvement
B) statistical process control
C) zero-defects approach
D) just-in-time approach

Accepted Answer

A zero-defects approach is a quality-control technique based on the view that everyone in the organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.

Quiz 2: Ensuring High Quality and Productivity

Which of the following is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems?

Six Sigma is best defined as a process-oriented quality-control method:

In the context of quality improvement methods,_____ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

Betty,the CEO of Raxen Inc.,thinks her organization must work as a unit toward enhancing the company's processes.She believes this will help her organization to improve customer satisfaction.In the context of quality improvement methods,Betty is most inclined toward _____.

Employee involvement teams are most successful when membership is _____.

An operator who periodically measures some aspect of ongoing production and plots the results on a control chart is most likely using:

_____ can be best described as the quality improvement method that involves focusing the whole organization on continuously improving every business process so it satisfies customers.

The primary objective of total quality management (TQM) is to:

In the context of quality improvement methods,employee involvement teams primarily involve:

Eliza,a supervisor,tells her team to cut all costs other than the costs that add value for her company's customers.In the context of quality improvement methods,Eliza is most inclined toward _____.

_____ refers to the worth the customer places on what he or she gets (the total package of goods and services) relative to cost of acquiring it.

Which of the following is most likely to be the first step that the members of an employee involvement team should take?

Employee involvement teams are most successful when:

Which of the following skills is most important for an employee involvement team to be successful?

In the context of quality improvement methods,_____ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and,hence,something to be eliminated.

The zero-defects approach is best defined as the quality control technique:

A _____ can be best defined as the quality-control technique based on the view that everyone in the organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.