Question 1

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

Accepted Answer

A) True 
 B)False

Question 2

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 3

Management behaviors supporting an organizational culture that encourages continuous improvement include which of the following? (I)  develop a vision statement for the organization
(II)  develop a reward system that promotes the philosophy
(III)  institute continuous training programs
(IV)  make decisions that adhere to the philosophy

Accepted Answer

A)  I, II, and IV
B)  I, II, III, and IV
C)  I and III
D)  II, III, and IV
E)  II and IVF) B) and C)
G) A) and E)

Question 4

TQM is not just a collection of techniques.It is rather a whole new attitude toward quality.

Accepted Answer

A) True 
 B)False

Question 5

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 costsF) B) and D)
G) D) and E) C

Question 6

Focusing attention on the most important problem areas is referred to as:

Accepted Answer

A)  quality circles
B)  quality assurance
C)  brainstorming
D)  Pareto analysis
E)  cause-and-effect analysisF) B) and C)
G) A) and C)

Question 7

The Baldrige award can only be won by manufacturing organizations.

Accepted Answer

A) True 
 B)False

Question 8

The quality control improvement tool that resembles a "fishbone" is ________.

Accepted Answer

A)  brainstorming
B)  check sheets
C)  Pareto analysis
D)  cause-and-effect diagrams
E)  fail-safe methodsF) A) and B)
G) A) and C)

Question 9

The purpose of the Malcolm Baldrige National Quality Award is to _______.

Accepted Answer

A)  stimulate efforts to improve quality
B)  recognize quality achievements of U.S.companies
C)  publicize successful quality programs
D)  all of the above
E)  distribute the grant money available for improved qualityF) D) and E)
G) B) and E)

Question 10

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)  none of the aboveF) B) and E)
G) B) and D)

Question 11

Deciding how much to invest in the prevention of defects can be analyzed using ________.

Accepted Answer

A)  EVPI
B)  Net Present Value
C)  Weighted Factor Analysis
D)  Return on Quality
E)  Breakeven AnalysisF) A) and E)
G) A) and B) D

Question 12

An organization achieves quality by consistently meeting their competitor's standards.

Accepted Answer

A) True 
 B)False

Question 13

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

Accepted Answer

A) True 
 B)False

Question 14

Reducing the variations in our product or service is an important key to perceived quality.

Accepted Answer

A) True 
 B)False

Question 15

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Accepted Answer

A) True 
 B)False

Question 16

The PDSA cycles is also referred to as the Baldrige Wheel.

Accepted Answer

A) True 
 B)False

Question 17

Six sigma programs have both management and technical components.

Accepted Answer

A) True 
 B)False

Question 18

ISO 9000 standards do not have a requirement for ________.

Accepted Answer

A)  resource
B)  remedial
C)  systems
D)  training
E)  managementF) A) and E)
G) A) and D)

Question 19

Customer expectations tend to change over time affecting their perception of service quality.

Accepted Answer

A) True 
 B)False  True

Question 20

Which isn't a cost of quality?

Accepted Answer

A)  Prevention cost
B)  External failure
C)  Extended Service Contracts
D)  Internal failure
E)  Appraisal costsF) All of the above
G) B) and E)

Exam 9: Management of Quality

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

Correct Answer
verified

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

Correct Answer
verified

Correct Answer
verified

TQM is not just a collection of techniques.It is rather a whole new attitude toward quality.

Correct Answer
verified

Costs of inspectors, testing, test equipment, and labs are examples of ________.

Correct Answer
verified
C

Focusing attention on the most important problem areas is referred to as:

Correct Answer
verified

The Baldrige award can only be won by manufacturing organizations.

Correct Answer
verified

The quality control improvement tool that resembles a "fishbone" is ________.

Correct Answer
verified

The purpose of the Malcolm Baldrige National Quality Award is to _______.

Correct Answer
verified

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

Correct Answer
verified

Deciding how much to invest in the prevention of defects can be analyzed using ________.

Correct Answer
verified
D

An organization achieves quality by consistently meeting their competitor's standards.

Correct Answer
verified

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

Correct Answer
verified

Reducing the variations in our product or service is an important key to perceived quality.

Correct Answer
verified

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Correct Answer
verified

The PDSA cycles is also referred to as the Baldrige Wheel.

Correct Answer
verified

Six sigma programs have both management and technical components.

Correct Answer
verified

ISO 9000 standards do not have a requirement for ________.

Correct Answer
verified

Customer expectations tend to change over time affecting their perception of service quality.

Correct Answer
verified
True

Which isn't a cost of quality?

Correct Answer
verified

Exam 9: Management of Quality

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

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

Correct AnswerverifiedShow Answer

TQM is not just a collection of techniques.It is rather a whole new attitude toward quality.

Correct AnswerverifiedShow Answer

Costs of inspectors, testing, test equipment, and labs are examples of ________.

Correct AnswerverifiedC

Focusing attention on the most important problem areas is referred to as:

Correct AnswerverifiedShow Answer

The Baldrige award can only be won by manufacturing organizations.

Correct AnswerverifiedShow Answer

The quality control improvement tool that resembles a "fishbone" is ________.

Correct AnswerverifiedShow Answer

The purpose of the Malcolm Baldrige National Quality Award is to _______.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Deciding how much to invest in the prevention of defects can be analyzed using ________.

Correct AnswerverifiedD

An organization achieves quality by consistently meeting their competitor's standards.

Correct AnswerverifiedShow Answer

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

Correct AnswerverifiedShow Answer

Reducing the variations in our product or service is an important key to perceived quality.

Correct AnswerverifiedShow Answer

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

Correct AnswerverifiedShow Answer

The PDSA cycles is also referred to as the Baldrige Wheel.

Correct AnswerverifiedShow Answer

Six sigma programs have both management and technical components.

Correct AnswerverifiedShow Answer

ISO 9000 standards do not have a requirement for ________.

Correct AnswerverifiedShow Answer

Customer expectations tend to change over time affecting their perception of service quality.

Correct AnswerverifiedTrue

Which isn't a cost of quality?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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Correct Answer
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C

Correct Answer
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D

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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True

Correct Answer
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