Manufacturing And Service Process Structures

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Question 1
Free
Multiple Choice

In its promotional material for bed linens, Scarsdale Corporation states that all sheets and pillowcases sold to customers should have and actually do have a thread count of exactly 600 threads per inch.Scarsdale is apparently emphasizing:

Choose correct answer/s
A

Design quality.

B

Conformance quality.

C

Product quality.

D

Reliability.

E

Total quality management.

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Question 2
Free
Multiple Choice

Which of the following statements is false?

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A

Quality dimensions are easy to measure for tangible goods, while they are difficult to measure for services.

B

Many dimensions of service quality are similar to the dimensions of quality for tangible goods.

C

Some firms still have a poor understanding of quality and quality management.

D

All of these are false.

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Question 3
Free
Multiple Choice

Stu Johnson, CEO of Johnson, Inc., attended a seminar on Total Quality Management.Which of the following is NOT something he is likely to have learned at that seminar?

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A

Some aspects of quality are difficult to measure because they depend on customers' judgments.

B

Quality is primarily the responsibility of operations management.

C

Quality results from design as well as operations and delivery.

D

Cross-functional teams are important in TQM decision making.

E

He is likely to have learned all of these things.

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Question 4
Free
Multiple Choice

The idea that variability is the source of most quality problems was a major contribution of which quality management thought leader?

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A

Juran

B

Imai

C

Crosby

D

Deming

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Question 5
Free
Multiple Choice

"Zero defects" is a concept of quality management of which thought leader?

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A

Deming

B

Juran

C

Crosby

D

Imai

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Question 6
Multiple Choice

Sanford Corp.bought new technological systems to inspect the quality of products as they come off the production line.The expense of operating these systems would be an example of which of the following types of quality-related costs?

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A
Internal failure cost
B
Appraisal cost
C
External failure cost
D
Prevention cost
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Question 7
Multiple Choice

Xanadu Inc.decided to increase the training received by new employees.The expense of this training is an example of which of the following costs of quality:

Choose correct answer/s
A
Appraisal costs
B
External failure costs
C
Internal failure costs
D
Prevention costs
E
Quality control costs
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Question 8
Multiple Choice

The TQM view of organizational structure states that

Choose correct answer/s
A
Employees must support management decisions.
B
Management must support employees.
C
Customers want quality products.
D
Middle management must support and enforce top management decisions.
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Question 9
Multiple Choice

All of the following represent external failure cost EXCEPT the cost of:

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A
Scrapping defective raw material.
B
Repairing items covered by warranty.
C
Replacing defective items found by customers.
D
Loss of goodwill and reputation.
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Question 10
Multiple Choice

"Quality at the source" suggests quality should be:

Choose correct answer/s
A
Built into the product.
B
Inspected at multiple points.
C
Ensured by the quality control lab.
D
An inspector's function.
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Question 11
Multiple Choice

Phil Bord is a CEO for a large auto manufacturer and is interested in improving the product quality.Phil had overheard his friend mention Six Sigma.Considering that Phil has no idea what Six Sigma is, what are some key points to help Phil out?

Choose correct answer/s
A
Six sigma quality means that he would have exactly half as many quality defects as he would have with three sigma quality.
B
To achieve truly world-class quality and performance, we need to focus on individual employee job functions.
C
Six sigma quality is the result of a well-defined and structured process.
D
All of these.
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Question 12
Multiple Choice

At the heart of the Six Sigma program is a five-step process called D-M-A-I-C.These letters denote a major activity that must be completed to achieve the objectives of Six Sigma.These activities are:

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A
Define, Measure, Analyze, Improve, Control.
B
Define, Measure, Analyze, Inquire, and Compare.
C
Define, Measure, Analyze, Involve, and Cost.
D
Define, Measure Analyze, Improve, and Compare.
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Question 13
Multiple Choice

ISO 9000 defines a set of internationally accepted standards for:

Choose correct answer/s
A
Product quality.
B
Quality control.
C
Operations management quality.
D
Business quality management.
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Question 14
Multiple Choice

Which of the following statements is most true regarding ISO 9000?

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A
ISO 9000 was designed specifically for the electronics industry
B
ISO 9000 is a quality award given by the U.S.government
C
ISO 9000 tells management specifically how to ensure quality
D
None of these statements is true.
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Question 15
Multiple Choice

Which of the following statements that might be made by a business executive best expresses the overall philosophy of Total Quality Management?

Choose correct answer/s
A
"We've achieved Six Sigma.That's good enough."
B
"There's always room for improvement."
C
"The workers need to work harder to prevent quality problems."
D
"We never sell defective products to customers."
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Question 16
Multiple Choice

If a product includes features that customers care most about, we would say that it has high:

Choose correct answer/s
A
Conformance quality.
B
Design quality.
C
Reliability.
D
Aesthetics.
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Question 17
Multiple Choice

If a tangible good or service performs the promised function dependably, we say that it has high:

Choose correct answer/s
A
Conformance.
B
Durability.
C
Reliability.
D
Perceived quality.
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Question 18
Multiple Choice

Why is product quality sometimes poorly defined in a firm?

Choose correct answer/s
A
Managers are not clear on what characteristics customer care most about.
B
Holistic measures of quality are difficult to develop.
C
Managers in different functional areas tend to emphasize different dimensions of quality.
D
All these answers are correct.
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Question 19
Multiple Choice

When buying from suppliers, what decisions do supply managers make that potentially impact quality?

Choose correct answer/s
A
Design of manufacturing and service processes
B
Design of contracts and associated incentives and penalties
C
Design of packaging
D
Design of product prototyping procedures
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Question 20
Multiple Choice

Which of the following is NOT a core value of TQM?

Choose correct answer/s
A
Prevention is better than inspection.
B
Problem solving should occur at the lowest organizational levels possible.
C
Quality assurance managers should have the most power in the organization.
D
Product quality should be viewed holistically.
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