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Chapter Quiz
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1
The meaning of quality has evolved greatly over the past century. Which of the following statements best exemplifies the current meaning of quality?
A)Continuous improvement, competitive advantage and meeting or exceeding customer requirements now and in the future
B)Inspection of every item produced to ensure exact customer specifications are met
C)Production of parts within control limits and the maintenance of process output in a state of statistical control as measured by statistical process control tools to ensure consistent meeting of customer specifications
D)The collaboration of all functional disciplines for the purpose of designing and offering quality products or services
2
The four different dimensions of quality include all of the following except:
A)Quality of design
B)Quality of correlation coefficients
C)Quality of conformance
D)Availability
E)Field service
3
Reliability refers to:
A)restoration of the product or service once it has failed
B)a warranty and repair or replacement of the product or service once it has been sold
C)length of time that a product can be used before it fails
D)the ratio between uptime and uptime + downtime
4
Service quality is based on the gap between ________ and __________.
A)customer expectation and actual service delivered
B)customer expectation and performance quality
C)actual service delivered and the potential service that can be delivered
D)customer expectation and conformance quality
E)None of the above
5
Which of the following is not a perpetual measure of service?
A)tangibles
B)reliability
C)responsiveness
D)empathy
E)conformance
6
Which of the following is not an element of the quality cycle?
A)Determination of customer needs
B)Specification of quality attributes
C)Interpretation of customer needs
D)Production of product as specified
E)Maintenance of current quality standards into the future
7
Which one of the following is not considered a quality pioneers?
A)Edwards Deming
B)Joseph Juran
C)Kaoru Ishikawa
D)Philip Crosby
E)All of the above are quality pioneers
8
The concept of mistake-proofing was first developed in the 1960s by Shigeo Shingo. It was called:
A)Kaizen
B)Jidoka
C)Poka-yoke
D)Kanban
E)Keiretsu
9
Which of the following matches between quality gurus and the guru's philosophy is incorrect?
A)Deming emphasized a philosophy of strict adherence to constant, non-adaptive quality standards through rigorous testing by a quality inspection department using statistical process control charts.
B)Juran emphasized the quality trilogy of planning, control, and quality improvement.
C)Crosby advocated the make it right the first time philosophy.
10
Which of the following statements concerning ISO 9000 is false?
A)ISO 9000 standards are meant to describe how a company should go about ensuring quality.
B)ISO 9000 standards specify that a company must have a quality system in place, which documents procedures, policies, and training.
C)A quality manual and careful record keeping are integral elements of ISO 9000 documentation.
D)An ISO 9000 registered company signifies the company produces items of the highest quality.
E)ISO 9000 certification must be periodically renewed via return audits by a registrar.
11
Which of the following statements concerning the Malcolm Baldrige award is true?
A)The Baldrige system represents a comprehensive framework, comprising of seven categories, for quality management and performance measurement.
B)The award was established by the U.S. Congress in 1987 to promote better quality management practices and improved quality results by worldwide competitors.
C)The Baldrige criteria are based upon 1,000 points, allocated among four categories: strategic planning, information systems, business results, and conformance to documented procedures, policies, and training.
D)A disadvantage of the Baldrige award process is its lack of flexibility, requiring each participating firm to utilize the same standardized approach.
E)A disadvantage of the Baldrige award process is its lack of a framework for internal assessment of quality and performance improvement systems.
12
The four "costs of quality" include all of the following except:
A)internal failure costs
B)external failure costs
C)supply chain failure costs
D)prevention costs
E)appraisal costs
13
Which of the following is not a reason for quality improvement failure?
A)focus on short-term financial results
B)managers always blame employees when there is a quality problem
C)continuous trade-off quality to reduce cost or meet schedules
D)suppliers are certified for a functioning quality systems
E)managers continue to interfere with team work
14
Performance Quality means producing a product or delivering a service that meets the required specifications.
A)True
B)False
15
The measures of quality used in manufacturing processes can be readily transferred to service operations.
A)True
B)False
16
Supplier certification means the supplier has control over the processes and can pass an ISO 9000 type of audit at the very least.
A)True
B)False
17
Customer and Market Focus contribute most of the points of the Baldrige criteria.
A)True
B)False
18
Training is an example of appraisal costs.
A)True
B)False







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