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c720
Quality Management Test
| Question | Answer |
|---|---|
| If a firm measures quality from an external orientation, which of the following is most relevant? | Customers Needs |
| Understanding how customers use products and services helps companies to develop new innovations that improve and achieve external quality. | Knowing how customers function and how they use a product or service can help companies better understand what and how new ideas and innovations could help them. By addressing customer needs, a company can improve its external quality. |
| ________ are incurred when a company evaluates customer satisfaction. | Appraisal costs |
| According to Joseph Juran, ________ are primarily responsible for ensuring that a company manufactures quality products. | Managers Juran emphasized management’s responsibility for ensuring quality. |
| According to Philip Crosby, most firms underestimate their failure costs and would benefit from evaluating all costs of quality. | Philip Crosby argues in his 1979 book, Quality Is Free, that failure costs are much greater than most companies had thought. Crosby is also recognized for emphasizing the importance of considering all costs of quality. |
| According to Genichi Taguchi, high levels of quality are achieved when a company closely inspects products after they are manufactured and before they are sold to customers. | Taguchi argues that quality must be designed into a product and cannot be achieved through inspections after the good is manufactured. |
| Quality function deployment refers to a method of transforming customer needs and expectations into product design characteristics. | Quality function deployment (QFD) is a method that can be used to transform customer needs and expectations into specific design characteristics through a series of grids or matrices. |
| Which of the following is LEAST likely to be a characteristic of team problem solving? | Resolving issues quickly |
| Which of the following best explains the primary purpose of documentation and standardization? | Ensuring that tasks are performed with consistency |
| Which quality management strategy involves giving decision-making authority to front-line workers? | Employee empowerment means involving employees in every step−from product design, to process and system design. |
| uses methods and tools to determine the stability of a manufacturing process and reduce the number of product defects. | Statistical process control (SPC) is the use of statistical methods to determine when a process that produces a good or service is getting close to producing an unacceptable level of defects. |
| Which statistical process control (SPC) tool would be most useful to get a visual representation of the most frequent occurrences in descending order among all data points? | Pareto chart |
| Which statement best explains why companies should probe customers about their product needs? | Many customers have unspoken product expectations and desires. |
| Companies primarily hold focus groups for the purpose of ________. | determining the needs and wants of customers |
| Which tool enables a firm to evaluate the relationship between customer expectations and product design characteristics? | House of quality matrix |
| Which of the following would a total quality management (TQM) company most likely use to evaluate quality? | Number of returned products |
| An organization focused on continuous improvement should create preset procedures for job tasks. This is referred to as ____________. | Standardization |
| What do managers do in the “check” stage of the Plan-Do-Check-Act cycle? | Evaluate the new process to determine if objectives were accomplished. |
| _____________ is the philosophy that organizational performance can always be better according. | Continuous improvement |
| Which of the following best describes employee empowerment? | Extending employee responsibility and authority to the lowest levels of an organization |
| Which statement best describes the purpose of benchmarking? | Setting a performance standard for a business activity |
| A company needs to evaluate its warranty claims. What is the best method for measuring these types of variables? | Check sheets and Pareto charts could be used to evaluate warranty claims. |
| Once an analysis of the measurements was complete, it was discovered that the primary cause for an increase in warranty costs is ________. | packages shipped without all essential parts. |
| Which aspect of a new car best illustrates the reliability dimension of product quality? | 10-year powertrain warranty |
| Which of the following is an example of an internal failure cost? | A restaurant discarding spoiled dairy products |
| Managers at Taylor Tool Company are using the philosophy of Dr. W. Edwards Deming to improve product quality. As part of the firm’s efforts, which of the following actions will most likely be implemented? | Providing on-the-job training to new employees |
| Which of the following is primarily attributed to Joseph Juran? | Focusing on customers by describing quality as “fitness for use” |
| What advice about quality control would Philip Crosby most likely give to a manufacturing firm? | Reduce failure costs by making products correctly the first time |
| Which of the following best explains the main purpose of using a house of quality matrix? | Identifying customer perceptions of product and service performance |
| Which statement best explains why team problem solving facilitates the implementation of a decision? | Team members involved in the decision-making process typically feel committed to making a chosen approach work. |
| Managers at Johnson Electric Company have decided to organize employees into teams for the purpose of addressing recent quality problems. Which of the following would promote the effectiveness of the teams? | Training employees in the use of group problem-solving tools |
| Managers at General Media, a company who practices total quality management (TQM), have requested updated internal measurements of quality. Which of the following questions is most relevant for this task? | How many customer complaints did General Media receive this month? |
| How does a total quality management company promote continuous improvement throughout the organization? | Change the documentation and standardization when better work procedures are found. |
| Organizations that adhere to a philosophy of continuous improvement are likely to assemble cross-functional teams for the purpose of assessing current conditions, evaluating organizational activities, identifying problems, and developing solutions. | organizational philosophy have found that it is beneficial to assemble teams of employees from different departments to work together to understand the current conditions and prepare a method to improve the performance of an organizational activity. |
| Companies that adopt a philosophy of continuous improvement support it by participating in which of the following activities? | Documenting revised procedures |
| The managers of large plastics manufacturing firm, Solo Industries, feel that employee empowerment would boost employee morale and organizational efficiency. What should managers do at Solo to empower employees? | Implement team performance evaluations |
| In an effort to improve its warehousing capabilities, managers at Harden Paints are considering looking to find a competitor to use as a benchmark for their warehousing processes. Which question is most relevant in this situation? | Is the competitor considered the best at warehousing? |
| What is the primary reason a company would use statistical process control? | To reduce the number of product or service defects. |
| In statistical process control, check sheets are used to ________. | record raw data from the source in real time |
| Front-line supervisors need the ability to determine instantly when the manufacturing process is heading towards instability so that corrective measures can be taken before products become defective. Which tool is best for this task? | Control chart |
| Six Sigma is different from other management strategies because________. | it involves a five-step methodology. |
| A Six Sigma organization uses a fishbone chart to ________. | find the underlying cause of a problem identified by a customer. |
| Over the last six months, Slopes Bicycles received an increased number of feedback regarding product defects from its customers. The firm hired an expert to implement the Six Sigma methodology. What should the Six Sigma expert do as the first step? | Develop a project charter to define the specific problem. |
| What tool is used to categorize and rank product defects on customer warranty claims? | Pareto chart |
| Five dimensions of quality service | Reliability Responsiveness Assurance Empathy Tangibles |
| Eight dimensions of quality goods | Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived quality |
| Failure costs—They can be internal to the organization or external, involving the customer. Appraisal costs—An investment in measuring quality and assessing customer satisfaction. Prevention costs—Puting a stop to the quality problem. | Costs of Quality |
Created by:
chawk69