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678178580 Test Bank for Operations Management 14th
Edition William j Stevenson Full Download
operations research (‫)سمش نيع ةعماج‬
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Test Bank for Operations Management 14th Edition William J Stevenson
Test Bank for Operations Management 14th Edition
William J Stevenson
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-william-j-stevenson/
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Student name:__________
TRUE/FALSE - Write 'T' if the statement is true and 'F' if the statement is false.
1)
Broadly defined, quality refers to the ability of a product or service to occasionally meet
or exceed customer expectations.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : The Evolution of Quality Management
2)
An organization achieves quality by consistently meeting its competitors' standards.
⊚
⊚
true
false
Question Details
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Topic : The Evolution of Quality Management
Difficulty : 2 Medium
Bloom's : Understand
3)
Because courtesy is subjective, it cannot be considered a factor in service quality.
⊚
⊚
true
false
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Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
4)
are.
ISO 9000 standards stress continual improvement regardless of how good you currently
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
5)
The dimensions of quality are important for products but are not applicable in service
organizations.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
6)
Regardless of superior quality, consumers will not pay premium prices.
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⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
7)
High performance and low prices are both considered to be dimensions of quality.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
8)
The Baldrige Award can only be won by manufacturing organizations.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-07 Compare the quality awards.
Topic : Quality Awards
9)
Quality of conformance refers to the degree to which goods and services conform to the
intent of the designers as documented in the specifications.
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⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
10)
Quality of design refers to the intention of the designers to include or exclude certain
features in a product or service based on marketing and other information.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
11)
In market research, a group of consumers organized by marketing to express their
opinions about a product or service is called a steering committee.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
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12)
Business organizations that achieve good quality benefit in a variety of ways, including a
positive reputation for quality, increased customer loyalty, and lower production costs.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
13)
User instructions and follow-up services after delivery are important elements of overall
product or service quality.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
14)
Reducing the variability in our product or service is an important key to quality.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
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15)
The dimensions of product and service quality are too abstract to be used as parameters
for product or service design.
⊚
⊚
true
false
Question Details
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Bloom's : Understand
Topic : Insights on Quality Management
Difficulty : 3 Hard
16)
The degree to which a product or service satisfies its intended purpose is determined by
design, conformance to design, cost, and reputation of the producer.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
17)
The degree to which a product or service satisfies its intended purpose is determined by
service after delivery, ease of use, design, and conformance to design.
⊚
⊚
true
false
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
18)
Medical malpractice claims are an example of how poor quality can affect an
organization through liability.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
19)
Convenience, reliability, and assurance are dimensions of service quality.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
20)
Poor quality has a positive effect on productivity because it usually takes longer to
produce a good part.
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⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
21)
If the majority of service customers are satisfied, it is likely that all service customers will
be satisfied.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Bloom's : Understand
Topic : Insights on Quality Management
22)
The primary difference between internal failures and external failures is time and place of
discovery of the failure.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
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23)
Customer expectations tend to change over time, affecting their perception of service
quality.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
24)
Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
25)
Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
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26)
Modern quality management emphasizes finding and correcting mistakes before they
reach the customer—catching the errors before they are shipped.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Topic : The Evolution of Quality Management
Difficulty : 2 Medium
Bloom's : Understand
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
27)
Deming stresses that workers are primarily responsible for poor quality because very
often they fail to follow instructions.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
28)
According to Deming, it is the systems that management puts into place that are primarily
responsible for poor quality, not employees.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
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29)
Juran describes quality management as a trilogy that consists of quality planning, quality
control, and quality improvement.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
30)
Juran describes quality management as a trilogy that consists of quality planning, control
of quality costs, and quality improvement.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 3 Hard
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
31)
Quality at the source means returning all defects to the source—our vendors.
⊚
⊚
true
false
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
32)
Six Sigma programs have both management and technical components.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Problem Solving and Process Improvement
Learning Objective : 09-12 Describe the six sigma methodology.
33)
Crosby's concept of ''quality is free" means that it is less expensive to do it right initially
than to do it over.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
34)
Quality certification refers to a process of 100 percent inspection to catch all defective
products before they leave the company; this allows every item to be certified defect free.
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⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
35)
The customer is the focal point and customer satisfaction is the driving force in quality
management.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : The Evolution of Quality Management
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
36)
When considering service quality, convenience often is a major factor.
⊚
⊚
true
false
Question Details
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
37)
Serviceability, conformance, and reliability are dimensions of product quality.
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⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
38)
Firms that wish to do business with the European Community can benefit from having a
quality management system that meets ISO 9000 standards.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
39)
Continuous improvement focuses on achieving major breakthroughs in product or service
quality.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
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40)
So long as quality input resources are used to make a product, we can expect quality
output from the process.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Bloom's : Understand
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
41)
Three key philosophies in TQM are continuous improvement, involvement of everyone
in the organization, and customer satisfaction.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
42)
Suppliers are not included in quality assurance and quality improvement efforts in TQM;
they should worry about their own problems.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
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43)
Companies that strive for zero defects in the products they deliver to their customers must
perform 100 percent inspection of the final product.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
44)
The PDSA cycle forms the conceptual basis for continuous improvement.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Problem Solving and Process Improvement
Learning Objective : 09-10 Give an overview of problem solving.
45)
A control chart is a visual representation of the steps in a process.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
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46)
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.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
47)
TQM expands the traditional view of quality beyond looking only at the quality of the
final product or service to looking at the quality of every aspect of the process.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
48)
Your benchmark organization must be chosen from your industry in order for its methods
to be applicable to your business.
⊚
⊚
true
false
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
49)
A quality circle is amanagement team focused onimplementing major changes to improve
quality.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
50)
Total quality management attempts to involve everyone in an organization in the effort to
achieve quality.
⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
51)
There is a positive link between quality and productivity.
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⊚
⊚
true
false
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
52)
The expression "quality at the source" refers primarily to the practice of requiring each of
our vendors to provide quality parts and materials.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
53)
ISO standards aid in transferring technology to developing countries.
⊚
⊚
true
false
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
Difficulty : 3 Hard
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MULTIPLE CHOICE - Choose the one alternative that best completes the statement or
answers the question.
54)
In addition to correcting substandard work, employees have an ethical obligation to
_____ the quality problem as well.
A)
B)
C)
D)
E)
prevent
offset
report
standardize
redesign
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Bloom's : Understand
Topic : Insights on Quality Management
Learning Objective : 09-06 Discuss the importance of ethics in managing quality.
55)
When an organization comes to the realization that there are quality problems in products
that are already in service, ethical approaches include:
1.(I) divulging the information to the public at large.
2.(II) recalling, if possible, affected products.
3.(III) handling complaints on an individual rather than a systemic basis.
A)
B)
C)
D)
E)
I and III
I and II
II and III
I, II, and III
Neither I, II, nor III
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Topic : Insights on Quality Management
Learning Objective : 09-06 Discuss the importance of ethics in managing quality.
56)
The quality certification that deals primarily with conformance to customer requirements
is ISO _____; ISO _____ is concerned primarily with the organization's effect on the
environment.
A)
B)
C)
D)
E)
9000; 14000
24700; 9000
14000; 9000
9000; 24700
14000; 24700
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
57)
ISO certification is similar to the Baldrige Award in its emphasis on
A)
B)
C)
D)
E)
statistical tools.
self-appraisal.
teamwork.
outsourcing.
services.
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
58)
ISO certification differs substantially from the Baldrige Award in that it
A)
B)
C)
D)
E)
focuses primarily on quality teams.
emphasizes self-appraisal.
is an ongoing process.
is customer-driven.
is national rather than international.
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
59)
Six-sigma programs involve both _____ and _____ components.
A)
B)
C)
D)
E)
probabilistic; deterministic
logistical; managerial
statistical; probabilistic
managerial; technical
local; global
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Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Topic : Problem Solving and Process Improvement
Learning Objective : 09-12 Describe the six sigma methodology.
60)
The "Control" phase of DMAIC is intended to ensure that
A)
B)
C)
D)
E)
the proper subset of process inputs are monitored.
variability reduction is pursued.
data analysis is overseen.
inputs are closely monitored.
improvements are sustained.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Problem Solving and Process Improvement
Learning Objective : 09-12 Describe the six sigma methodology.
61)
Among the guiding principles of six sigma are
1.(I) Reduction of variation is an important goal.
2.(II) Valid measurement is critical.
3.(III) Outputs determine inputs.
4.(IV) We should focus on those critical few influences on our quality.
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A)
B)
C)
D)
E)
I, II, and IV only
II and IV only
I and III only
I, II, III, and IV
III only
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Problem Solving and Process Improvement
Learning Objective : 09-12 Describe the six sigma methodology.
62)
A tool that is not used for quality management is a
A)
B)
C)
D)
E)
flowchart.
histogram.
Pareto analysis.
redesign.
check sheet.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
63)
A tool that uses time-ordered values of a sample statistic to help detect the presence of
correctable causes of variation in a process is a(n)
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A)
B)
C)
D)
E)
affinity diagram.
checklist.
control chart.
flowchart.
relationship diagram.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
64)
Which is not a cost of quality?
A)
B)
C)
D)
E)
prevention cost
external failure costs
extended service contract costs
internal failure costs
appraisal costs
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
Difficulty : 3 Hard
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
65)
The Deming Prize was established by the
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A)
B)
C)
D)
E)
American Statistical Association.
Union of Japanese Scientists.
North American Free Trade Association.
American Quality Society.
World Trade Organization.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
66)
Lost production time, scrap, and rework are examples of
A)
B)
C)
D)
E)
internal failure costs.
external failure costs.
appraisal costs.
prevention costs.
replacement costs.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
67)
Warranty service, processing of complaints, and costs of litigation are examples of
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A)
B)
C)
D)
E)
internal failure costs.
external failure costs.
appraisal costs.
prevention costs.
replacement costs.
Question Details
Accessibility : Keyboard Navigation
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
68)
Costs of inspectors, testing, test equipment, and labs are examples of
A)
B)
C)
D)
E)
internal failure costs.
external failure costs.
appraisal costs.
prevention costs.
replacement costs.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
69)
Loss of business, increased liability, decreased productivity, and higher costs are all
likely consequences of
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A)
B)
C)
D)
E)
labor unions.
globalization.
poor quality.
robotics.
micro-factories.
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
70)
Quality planning and administration, quality training, and quality control procedures are
examples of
A)
B)
C)
D)
E)
internal failure costs.
external failure costs.
appraisal costs.
prevention costs.
replacement costs.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Insights on Quality Management
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
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71)
The Baldrige Award aims to
1.(I) publicize successful quality programs.
2.(II) recognize quality achievements of U.S. companies.
3.(III) stimulate efforts to improve quality.
4.(IV) distribute the grant money available for improved quality.
A)
B)
C)
D)
E)
I and IV only
I and II only
II and III only
I, II, III, and IV
I, II, and III only
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-07 Compare the quality awards.
Topic : Quality Awards
72)
Fixing a problem will often cost money; to minimize these costs it is best to find and fix
the problem
A)
B)
C)
D)
E)
just before shipping our product to the customer.
immediately after we complete the last operation.
during the design phase.
just before we begin the first production operation.
Regardless of when you fix the problem, costs are about the same.
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Question Details
Accessibility : Keyboard Navigation
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AACSB : Reflective Thinking
Bloom's : Understand
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
Difficulty : 3 Hard
73)
Deciding how much to invest in the prevention of defects can be analyzed using
A)
B)
C)
D)
E)
EVPI.
net present value.
weighted factor analysis.
return on quality.
break-even analysis.
Question Details
Accessibility : Keyboard Navigation
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AACSB : Reflective Thinking
Bloom's : Understand
Topic : Insights on Quality Management
Difficulty : 3 Hard
Learning Objective : 09-05 Describe and give examples of the costs associated with quality.
74)
The Baldrige Award is based on evaluations in seven main areas. Which is not one of
those?
A)
B)
C)
D)
E)
relative profitability
strategic planning
human resource management
information and analysis
leadership
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Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-07 Compare the quality awards.
Topic : Quality Awards
Difficulty : 3 Hard
75)
A quality circle is
A) responsible for quality.
B) total quality control.
C) an inspection stamp found on meat.
D) a group of employees who meet to discuss ways of improving products or processes.
E) a team of customers and their contacts within the company who meet to discuss ways
of improving products or processes.
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
76)
ISO 9000 currently stresses _____ of a certified organization.
A)
B)
C)
D)
E)
minimizing harmful environmental effects
product diversity
inclusion of reused components in the office equipment
a minimum of four supervisory levels
continual improvement
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Bloom's : Remember
AACSB : Reflective Thinking
Topic : Quality Certification
Learning Objective : 09-08 Discuss quality certification and its importance.
Difficulty : 3 Hard
77)
The quality tool which helps focus on the most important problem areas based on the 8020 rule is
A)
B)
C)
D)
E)
brainstorming.
check sheets.
Pareto analysis.
cause-and-effect diagrams.
fail-safe methods.
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
78)
The quality tool that resembles a "fishbone" is
A)
B)
C)
D)
E)
brainstorming.
check sheets.
Pareto analysis.
cause-and-effect diagrams.
fail-safe methods.
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Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
79)
TQM stands for
A)
B)
C)
D)
E)
taguchi quality methods.
tactical quality measurements.
the quality matrix.
total quality management.
total quantity measurement.
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
80)
Which of the following is not an element of TQM?
A)
B)
C)
D)
E)
continuous improvement
competitive benchmarking
employee empowerment
team approach
quality management as a specialized function within the firm
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
81)
The tool that is useful in documenting the current process is a
A)
B)
C)
D)
E)
control chart.
Pareto chart.
check sheet.
flowchart.
cause-and-effect diagram.
Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
82)
The tool that is useful in the collection and organization of data is a
A)
B)
C)
D)
E)
control chart.
Pareto chart.
check sheet.
flowchart.
runs chart.
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Question Details
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
83)
A quality improvement technique that involves the sharing of thoughts and ideas in a way
that encourages unrestrained collective thinking is
A)
B)
C)
D)
E)
Pareto analysis.
benchmarking.
brainstorming.
a control chart.
a check sheet.
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
84)
In order for TQM to be successful, it is essential that most of the organization be
A)
B)
C)
D)
E)
members of quality circles.
under contract.
ISO certified.
trained in error detection techniques.
in agreement with the philosophy and its goals.
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Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-09 Describe TQM.
Topic : Operations Strategy
85)
Which of the following raises quality risks?
A)
B)
C)
D)
E)
currency fluctuations
outsourcing to less-developed countries
empowering employees
benchmarking
streamlining the supplier base
Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-08 Discuss quality certification and its importance.
Topic : Quality and the Supply Chain
86)
A technique for focusing attention on the most important problem areas is
A)
B)
C)
D)
E)
quality circles.
quality assurance.
brainstorming.
Pareto analysis.
cause-and-effect analysis.
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Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
87)
A chart showing the number of occurrences by category would be used in
A)
B)
C)
D)
E)
Pareto analysis.
interviewing.
cause-and-effect diagrams.
benchmarking.
quality function deployment.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
88)
Cause-and-effect diagrams are sometimes called
A)
B)
C)
D)
E)
Pareto diagrams.
fishbone (Ishikawa) diagrams.
run charts.
control charts.
responsibility charts.
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Question Details
Difficulty : 1 Easy
Accessibility : Keyboard Navigation
Accessibility : Screen Reader Compatible
Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
89)
The process of identifying other organizations that are best at some facet of your
operations, analyzing your performance versus theirs in order to establish a standard against
which to judge performance, and identifying a model for learning how to improve is known as
A)
B)
C)
D)
E)
continuous improvement.
employee empowerment.
benchmarking.
copycatting.
industrial espionage.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
90)
Giving workers responsibility for quality improvements and authority to make changes is
known as
A)
B)
C)
D)
E)
continuous improvement.
passing the buck.
benchmarking.
employee empowerment.
employee involvement.
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Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Learning Objective : 09-09 Describe TQM.
Topic : Total Quality Management
91)
The typical difference between quality circles and continuous improvement teams is
A) quality circles work on product design only.
B) continuous improvement teams work on product and process design.
C) continuous improvement teams use only engineers, while quality circles use just the
workers doing the work.
D) the amount of employee empowerment.
E) There is no difference—they are the same.
Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 3 Hard
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Quality Tools
92)
Which of the following is not a typical goal of process improvement?
A)
B)
C)
D)
E)
increasing customer satisfaction
reducing waste
achieving higher quality
increasing market share
All are the goals
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Question Details
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Bloom's : Remember
AACSB : Reflective Thinking
Difficulty : 2 Medium
Topic : Problem Solving and Process Improvement
Learning Objective : 09-11 Give an overview of process improvement.
93)
Managers have obligations to a wide variety of stakeholders such as shareholders,
employees, and customers. When considering outsourcing production to offshore suppliers,
managers have to weigh
1.(I) cost benefits that might make shareholders wealthier.
2.(II) quality issues that might make firms less productive and/or products riskier.
3.(III) the investments already tied up in relationships with existing suppliers.
A)
B)
C)
D)
E)
I
II
III
I and II only
I, II, and III
Question Details
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Difficulty : 2 Medium
Bloom's : Understand
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Operations Strategy
AACSB : Ethics
94)
Focusing a supply chain on _____ is a modern way of ensuring high-quality inputs and
extending an organization’s continuous improvement efforts.
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A)
B)
C)
D)
E)
lowest cost per unit sourced
close, collaborative ties with suppliers
suppliers that emphasize continuous-flow production
ISO 14000 customers
partners pursuing similar strategies
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AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Learning Objective : 09-08 Discuss quality certification and its importance.
Topic : Quality and the Supply Chain
95)
To minimize quality risks, which of the following would be least likely to be outsourced
to less-developed countries?
A)
B)
C)
D)
E)
rubber processing
repetitive assembly
packaging
pharmaceuticals
steel manufacturing
Question Details
Difficulty : 1 Easy
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Bloom's : Remember
AACSB : Reflective Thinking
Learning Objective : 09-08 Discuss quality certification and its importance.
Topic : Quality and the Supply Chain
96)
If customer satisfaction does not always lead to customer loyalty, firms may need to
focus additional effort on _____ strategies.
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A)
B)
C)
D)
E)
remediation
retention
rework
repatriation
reprocessing
Question Details
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AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Learning Objective : 09-13 Describe and use various quality tools.
Topic : Operations Strategy
97)
Before a dimension of quality can be made operationally useful, it must be restated in
some _____ form.
A)
B)
C)
D)
E)
qualitative
manipulative
certifiable
measurable
marketable
Question Details
Difficulty : 1 Easy
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
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Bloom's : Remember
AACSB : Reflective Thinking
Topic : Insights on Quality Management
98)
All of the following were key contributors to quality management except?
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A)
B)
C)
D)
E)
Taguchi
Kawzuki
Ishikawa
Juran
Shewhart
Question Details
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AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Learning Objective : 09-01 Discuss the philosophies of quality gurus.
Topic : The Foundations of Modern Quality Management: The Gurus
99)
Which of the following is a tool that is widely used for assessing service quality?
A)
B)
C)
D)
E)
SERVQUAL
SQL
S&TI
SARDOT
SIPRNET
Question Details
Learning Objective : 09-02 Define the term quality as it relates to products and as it relates to ser
Accessibility : Keyboard Navigation
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AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Topic : Insights on Quality Management
100)
This is the degree to which goods and services conform to the intent of the designers.
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A)
B)
C)
D)
E)
quality of performance
quality of design
quality of conformance
quality of production
quality of operations
Question Details
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AACSB : Reflective Thinking
Difficulty : 2 Medium
Bloom's : Understand
Topic : Insights on Quality Management
Learning Objective : 09-03 Identify the determinants of quality.
101) It is estimated that the cost to fix a problem at the customer end is _____ times the cost to
fix the problem earlier in the production or design phase.
A)
B)
C)
D)
E)
3
4.
5
6
7.
Question Details
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AACSB : Reflective Thinking
Topic : Insights on Quality Management
Learning Objective : 09-04 Explain why quality is important and the consequences of poor quality.
Difficulty : 3 Hard
Bloom's : Analyze
102)
There are _____ basic steps in problem solving.
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A)
B)
C)
D)
E)
5
6
7
8
9
Question Details
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AACSB : Reflective Thinking
Difficulty : 3 Hard
Topic : Problem Solving and Process Improvement
Learning Objective : 09-10 Give an overview of problem solving.
Bloom's : Analyze
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Answer Key
Test name: Operations9
1) FALSE
2) FALSE
3) FALSE
Many dimensions of quality are subjective.
4) TRUE
ISO 9000 guidelines stress continual improvement.
5) FALSE
Dimensions of quality are important for both products and services,
although the dimensions used for services are somewhat different from
those used for products.
6) FALSE
Customers will often pay premium prices for superior quality.
7) FALSE
Price is not considered a dimension of quality.
8) FALSE
The Baldrige Award is awarded to organizations in multiple categories
including service, health care, and education.
9) TRUE
High conformance to designer intent leads to high quality of
conformance.
10) TRUE
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Quality of design involves taking into account customer wants,
production or service capability, safety, costs, and other similar
considerations.
11) FALSE
This would be called a focus group.
12) TRUE
Good quality conveys a wide variety of benefits.
13) TRUE
The determination of quality does not stop once the product or service
has been sold or delivered. Overall product or service quality includes
user instructions and follow-up services.
14) TRUE
Variability reduction is a key means by which quality can be improved.
15) TRUE
To be useful operationally, the dimensions must be stated in terms of
specific, measureable characteristics.
16) FALSE
Neither cost nor reputation is among the four primary determinants of
quality.
17) TRUE
These are determinants of quality.
18) TRUE
Poor quality can have serious financial effects.
19) TRUE
These are dimensions of service quality.
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20) FALSE
Poor quality has a negative effect on productivity as defective parts need
reworked or scrapped.
21) FALSE
Different customers tend to have different expectations.
22) TRUE
When the failure is discovered typically determines whether it is an
internal or an external failure. Failures discovered before delivery to the
customer are internal failures, while those discovered after delivery to
the customer are external failures.
23) TRUE
Customer expectations do change over time.
24) FALSE
These are appraisal costs.
25) TRUE
These are appraisal costs.
26) FALSE
Modern quality management emphasizes preventing mistakes before
they ever happen.
27) FALSE
Deming stressed that systems rather than workers were primarily
responsible for poor quality.
28) TRUE
Deming focused on systems as determinants of quality.
29) TRUE
Juran focused on planning, control, and improvement.
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30) FALSE
Juran focused on quality planning, quality control, and quality
improvement.
31) FALSE
Quality at the source refers to making each worker responsible for the
quality of his or her own work.
32) TRUE
Both management and technical components are part of Six Sigma
programs.
33) TRUE
Crosby believes quality pays for itself.
34) FALSE
Quality certification refers to the process of certifying that quality
processes are in place.
35) TRUE
The customer and his or her satisfaction are central to quality
management.
36) TRUE
Convenience is often a major dimension of service quality.
37) TRUE
These are common dimensions of product quality.
38) TRUE
ISO 9000 certification is critical for doing business in Europe.
39) FALSE
Continuous improvement makes ongoing incremental improvements in
product or service quality.
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40) FALSE
Quality inputs help with quality, but they do not guarantee it. The
process itself must also be designed and operated to produce quality
output.
41) TRUE
These are the three key philosophies.
42) FALSE
Suppliers are critical in TQM as they must have processes in place to
deliver quality inputs to our process.
43) FALSE
Approaching zero defects can be achieved through preventive measures
and quality at the source more effectively than through 100 percent
inspection of the final product.
44) TRUE
It reflects some of the primary ideas behind continuous improvement.
45) FALSE
A control chart is a visual representation of time-ordered values of a
sample statistic used to monitor a process. A visual representation of the
steps in a process is a flow chart.
46) TRUE
Benchmarking is used to establish a standard against which performance
can be judged.
47) TRUE
TQM focuses on what leads to the outcome rather than the outcome
itself.
48) FALSE
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The benchmarked organization should be best in class, regardless of
industry.
49) FALSE
Quality circles are groups of workers who meet to discuss ways of
improving products or processes, but have very little authority to
implement any but minor changes.
50) TRUE
TQM is an organization-wide initiative.
51) TRUE
Higher quality leads to higher productivity.
52) FALSE
Quality at the source refers to each worker being responsible for the
quality of his or her work.
53) TRUE
ISO standards facilitate the transfer of technology to developing
countries.
54) C
Employees have an ethical obligation to make known, in a timely
manner, quality problems.
55) B
Dealing with complaints on an individual basis would be a shirking of
the organization's ethical responsibilities.
56) A
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ISO 9000 is concerned with what an organization does to ensure that its
products or services conform to its customers' requirements. ISO 14000
concerns what an organization does to minimize harmful effects to the
environment caused by its operations.
57) B
Similar to the Baldrige Award, the ISO review process involves
considerable self-appraisal.
58) C
Unlike the Baldrige Award, ISO registered companies face an ongoing
series of audits, and they must be reregistered every three years.
59) D
There are management and technical components of Six-sigma
programs.
60) E
In DMAIC, control involves establishing plans and procedures to ensure
that improvements are sustained.
61) A
Six sigma is based on these guiding principles: (1) Reduction of
variation is an important goal; (2) valid measurements are absolutely
necessary; (3) outputs are determined by inputs; and (4) only a critical
few inputs have a significant impact on outputs.
62) D
Redesigns aren't part of quality management.
63) C
Control charts depict process variation.
64) C
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The costs of quality can be classified as prevention, appraisal, and
failure (both internal and external). Extended service contracts are not
quality costs.
65) B
The Deming Prize is a prominent Japanese quality award.
66) A
These are internal failure costs.
67) B
These are external failure costs.
68) C
These are appraisal costs.
69) C
Poor quality tends to have adverse effects on all these areas.
70) D
These are prevention costs.
71) E
The purpose of the Baldrige Award competition is to stimulate efforts to
improve quality, to recognize quality achievements of U.S. companies,
and to publicize successful programs.
72) C
Fixing a problem during the design phase prevents a failure from ever
occurring. The earlier a problem is identified in the process, the cheaper
the cost to fix it. The cost to fix a problem at the customer end has been
estimated at about five times the cost to fix a problem at the design or
production stages.
73) D
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ROQ focuses on the economics of quality efforts.
74) A
Relative profitability is not a main area of evaluation for the Baldrige
Award.
75) D
Quality circles are groups of employees who meet to discuss ways of
improving products or processes.
76) E
Continual improvement is emphasized in ISO 9000 certification.
77) C
Pareto analysis is based on the concept that approximately 80 percent of
the problems come from 20 percent of the causes of problems.
78) D
These are also known as Ishikawa diagrams.
79) D
TQM stands for total quality management.
80) E
TQM requires the involvement of everyone in the organization rather
than making quality management a specialized function within the firm.
81) D
The flowchart graphically depicts how a process works.
82) C
Check sheets help in the collection and organization of data.
83) C
Brainstorming involves the sharing of thoughts and ideas in a way that
encourages unrestrained collective thinking.
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84) E
TQM won't work without substantial buy-in.
85) B
Quality risks increase when outsourcing to less-developed countries.
86) D
Pareto analysis directs attention to the most important areas.
87) A
We would look for root causes to the most frequently occurring quality
failures.
88) B
These help in thinking through what might be causing a quality problem.
89) C
It is important to benchmark against best-in-class processes.
90) D
Empowered employees are often very effective in improving quality.
91) D
Quality circles often work with processes over which they have little
authority.
92) D
Typical goals of process improvement include increasing customer
satisfaction, reducing waste, and achieving higher quality.
93) E
All of these are considerations that must be taken into account.
94) B
Collaborative relationships with suppliers often lead to higher quality.
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95) D
Pharmaceutical firms incur substantial quality risks when they outsource
to less-developed countries.
96) B
Increasing customer satisfaction doesn't necessarily increase customer
loyalty.
97) D
Dimensions of quality have to be translated into measurable
characteristics.
98) B
All of the above are key contributors to quality management except for
Kawzuki.
99) A
A widely used tool for assessing service quality is SERVQUAL, an
instrument designed to obtain feedback on an organization’s ability to
provide quality service to customers.
100) C
Quality of conformance refers to the degree to which goods and services
conform to the intent of the designers.
101) C
The cost to fix a problem at the customer end has been estimated to be
about five times the cost to fix the problem at the design or production
stages.
102) C
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Test Bank for Operations Management 14th Edition William J Stevenson
There are 7 basic steps in problem solving. Step 1: Define the problem
and establish an improvement goal. Step 2: Develop performance
measures and collect data. Step 3: Analyze the problem. Step 4:
Generate potential solutions. Step 5: Choose a solution. Step 6:
Implement the solution. Step 7: Monitor the solution to see if it
accomplishes the goal.
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