Question 1

Six sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 2

The dimensions of quality are important for products but are not applicable in service organizations.

Accepted Answer

A) True 
 B)False

Question 3

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

Accepted Answer

A) True 
 B)False

Question 4

ISO certification differs substantially from the Baldrige Award in that it:

Accepted Answer

A)   focuses primarily on quality teams.
B)   emphasizes self-appraisal.
C)   is an ongoing process.
D)   is customer-driven.
E)   is national rather than international.F) A) and B)
G) C) and E)

Question 5

The tool that is useful in documenting the current process is a:

Accepted Answer

A)   control chart.
B)   Pareto chart.
C)   check sheet.
D)   flowchart.
E)   simo chart.F) A) and B)
G) None of the above

Question 6

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Accepted Answer

A) True 
 B)False

Question 7

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Accepted Answer

A) True 
 B)False

Question 8

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Accepted Answer

A) True 
 B)False

Question 9

So long as quality input resources are used to make a product, we can expect quality output from the process.

Accepted Answer

A) True 
 B)False

Question 10

Loss of business, liability, productivity, and costs are consequences of:

Accepted Answer

A)   labor unions.
B)   globalization.
C)   poor quality.
D)   robotics.
E)   micro-factories.F) B) and E)
G) C) and D)

Question 11

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Accepted Answer

A) True 
 B)False

Question 12

ISO standards aid in transferring technology to developing countries.

Accepted Answer

A) True 
 B)False

Question 13

Cause-and-effect diagrams are sometimes called:

Accepted Answer

A)   Pareto diagrams.
B)   fishbone (Ishikawa)  diagrams.
C)   run charts.
D)   control charts.
E)   responsibility charts.F) A) and B)
G) A) and C)

Question 14

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

Accepted Answer

A)   Pareto analysis.
B)   benchmarking.
C)   brainstorming.
D)   a control chart.
E)   a check sheet.F) A) and E)
G) A) and B)

Question 15

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Accepted Answer

A) True 
 B)False

Question 16

In order for TQM to be successful, it is essential that most of the organization be:

Accepted Answer

A)   members of quality circles.
B)   under contract.
C)   ISO certified.
D)   trained in error detection techniques.
E)   in agreement with the philosophy and its goals.F) C) and D)
G) None of the above

Question 17

A chart showing the number of occurrences by category would be used in:

Accepted Answer

A)   Pareto analysis.
B)   interviewing.
C)   cause-and-effect diagrams.
D)   benchmarking.
E)   quality function deployment.F) B) and D)
G) A) and E)

Question 18

Which is not a cost of quality?

Accepted Answer

A)   prevention cost
B)   external failure
C)   extended service contracts
D)   internal failure
E)   appraisal costsF) A) and D)
G) B) and E)

Question 19

Costs of inspectors, testing, test equipment, and labs are examples of:

Accepted Answer

A)   internal failure costs.
B)   external failure costs.
C)   appraisal costs.
D)   prevention costs.
E)   replacement costs.F) A) and E)
G) A) and D)

Question 20

Quality at the source means returning all defects to the source-our vendors.

Accepted Answer

A) True 
 B)False

Exam 9: Management of Quality

Loss of business, liability, productivity, and costs are consequences of:

Correct AnswerverifiedShow Answer

Six sigma programs have both management and technical components.

Correct AnswerverifiedShow Answer

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

Correct AnswerverifiedShow Answer

Costs of inspectors, testing, test equipment, and labs are examples of:

Correct AnswerverifiedShow Answer

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

Correct AnswerverifiedShow Answer

The tool that is useful in documenting the current process is a:

Correct AnswerverifiedShow Answer

A chart showing the number of occurrences by category would be used in:

Correct AnswerverifiedShow Answer

The dimensions of quality are important for products but are not applicable in service organizations.

Correct AnswerverifiedShow Answer

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Correct AnswerverifiedShow Answer

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

Correct AnswerverifiedShow Answer

So long as quality input resources are used to make a product, we can expect quality output from the process.

Correct AnswerverifiedShow Answer

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

Correct AnswerverifiedShow Answer

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

Correct AnswerverifiedShow Answer

Which is not a cost of quality?

Correct AnswerverifiedShow Answer

ISO standards aid in transferring technology to developing countries.

Correct AnswerverifiedShow Answer

ISO certification differs substantially from the Baldrige Award in that it:

Correct AnswerverifiedShow Answer

In order for TQM to be successful, it is essential that most of the organization be:

Correct AnswerverifiedShow Answer

Cause-and-effect diagrams are sometimes called:

Correct AnswerverifiedShow Answer

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

Correct AnswerverifiedShow Answer

Quality at the source means returning all defects to the source-our vendors.

Correct AnswerverifiedShow Answer

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