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Managing Quality

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Question 1
Free
Multiple Choice

Mean time between failure

Choose correct answer/s
A

is used to measure a product's reliability.

B

is used to measure a product's maintainability.

C

is used to measure a product's maintainability and availability.

D

is a measure of up time/(up time + down time).

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Question 2
Free
Multiple Choice

SERVQUAL measures which dimension of service quality?

Choose correct answer/s
A

Reliability, tangibles, assurance, empathy, and conformance quality.

B

Performance quality, tangibles, responsiveness, reliability, and assurance.

C

Responsiveness, tangibles, empathy, assurance, and reliability.

D

Reliability, tangibles, responsiveness, empathy, and conformance quality.

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Question 3
Free
Multiple Choice

A product's conformance to specifications

Choose correct answer/s
A

is in response to customers' needs.

B

determines sales price to the customer.

C

is defined as continuity of service to the customer.

D

is independent of the quality of design.

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Question 4
Free
Multiple Choice

The quality cycle

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A

begins with defining customer needs.

B

is stated as tolerances or minimum and maximum acceptable limits.

C

is used for services, not products.

D

produces control points and inspection techniques.

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Question 5
Free
Multiple Choice

A production center is available for 8 hours per day in a factory.It is composed of several rotary parts,and the worker operating it is required to lubricate these rotary parts once each day.It takes 2 hours to remove these parts from the equipment,lubricate them,and reassemble them.The production center is not available for production during these times.The availability of the production center

Choose correct answer/s
A

is 50%.

B

is 75%.

C

is 25%.

D

cannot be computed with the given information.

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Question 6
Multiple Choice

Which of the following is NOT part of Deming's 14 points?

Choose correct answer/s
A
Cease dependence on mass inspection.
B
Create constancy of purpose.
C
End the practice of awarding business on the basis of price tag alone.
D
Exhort the workers to improve the quality system.
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Question 7
Multiple Choice

Which of the following is NOT part of the quality trilogy that Juran advocates?

Choose correct answer/s
A
Planning
B
Operations
C
Control
D
Improvement
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Question 8
Multiple Choice

Which of the following is NOT true about the cost of quality?

Choose correct answer/s
A
Cost of quality is actually the cost of poor quality.
B
Increasing prevention cost increases appraisal, internal, and external failure costs.
C
Training cost is an example of prevention cost.
D
Warranty is an example of external failure cost.
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Question 9
Multiple Choice

________ is a combination of reliability and maintainability.

Choose correct answer/s
A
Field service
B
Availability
C
Quality of conformance
D
Mean time to repair
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Question 10
Multiple Choice

The six-step quality cycle approach includes all of the following EXCEPT

Choose correct answer/s
A
set quality standards.
B
define quality attributes on the basis of customer needs.
C
find and correct causes of poor quality.
D
reward employees for quality improvement.
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Question 11
Multiple Choice

Poka-yoke is

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A
designing products for multiple uses.
B
a workforce that is likely to make mistakes.
C
a service designed for the customer.
D
designing a process so that it can only be performed correctly.
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Question 12
Multiple Choice

Which of the quality gurus advocated organizations driving out employee fear?

Choose correct answer/s
A
Deming
B
Juran
C
Ishikawa
D
Taguchi
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Question 13
Multiple Choice

Which of the following is the most important criterion (highest number of points)of the Malcolm Baldrige National Quality Award?

Choose correct answer/s
A
Operations
B
Results
C
Customers
D
Leadership
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Question 14
Multiple Choice

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

Choose correct answer/s
A
prevention costs.
B
appraisal costs.
C
internal failure costs.
D
external failure costs.
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Question 15
Multiple Choice

The reason for failure of quality improvement efforts is

Choose correct answer/s
A
managers continue to focus on short-term financial results.
B
managers instinctively blame employees when there is a quality failure.
C
managers interfere with teamwork.
D
all of the above.
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Question 16
Multiple Choice

If an organization were having difficulty trying to get customers' opinions into the definition of quality,which of the following approaches would be most suitable?

Choose correct answer/s
A
TQM
B
ISO 9000 certification
C
Quality function deployment
D
Six sigma
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Question 17
Multiple Choice

The Baldrige Award is given in which of the following categories?

Choose correct answer/s
A
Manufacturing companies
B
Small businesses
C
Health care organizations
D
All of the above
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Question 18
Multiple Choice

The meaning of quality management has evolved greatly over the past century.Which of the following statements best exemplifies the current meaning of quality management?

Choose correct answer/s
A
Continuous improvement, competitive advantage, and meeting or exceeding customer requirements.
B
Inspection of every item produced to ensure that 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 and services.
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Question 19
Multiple Choice

The four dimensions of product quality include all of the following EXCEPT

Choose correct answer/s
A
quality of design.
B
quality function deployment.
C
conformance quality.
D
field service.
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Question 20
Multiple Choice

Service quality is based on the gap between

Choose correct answer/s
A
customer expectation and actual service delivered.
B
customer expectation and performance quality.
C
customer expectation and conformance quality.
D
actual service delivered and the potential service that can be delivered.
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