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Exam 9: Management of Quality

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Question 1

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Which of the following is not a typical goal of process improvement?

A) increasing customer satisfaction
B) reducing waste
C) achieving higher quality
D) increasing market share
E) All are the goals

F) C) and D)
G) B) and C)

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Question 2

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So long as quality input resources are used to make a product, we can expect quality output from the process.

A) True
B) False

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Question 3

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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)

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

Focusing a supply chain on _____ is a modern way of ensuring high-quality inputs and extending an organization's continuous improvement efforts.

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

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

When considering service quality, convenience often is a major factor.

There are _____ basic steps in problem solving.

ISO standards aid in transferring technology to developing countries.

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.

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

Quality at the source means returning all defects to the source-our vendors.

High performance and low prices are both considered to be dimensions of quality.

The Baldrige Award aims to (I) publicize successful quality programs.(II) recognize quality achievements of U.S. companies.(III) stimulate efforts to improve quality.(IV) distribute the grant money available for improved quality.

Companies that strive for zero defects in the products they deliver to their customers must perform 100 percent inspection of the final product.

Regardless of superior quality, consumers will not pay premium prices.

Convenience, reliability, and assurance are dimensions of service quality.

Six Sigma programs have both management and technical components.

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.