Question 1

Statistical process control (SPC)uses statistical methods to monitor the quality of output from individual operations along a process.

Accepted Answer

This statement is true. SPC involves using statistical tools and techniques to track and analyze process data and identify any patterns of variation or potential issues that could impact the quality of the output. By monitoring individual operations along the process, SPC can help identify where improvements can be made to enhance overall quality and reduce the risk of defects or errors.

Question 2

Functional benchmarking is based on comparisons with a direct industry competitor.

Accepted Answer

Functional benchmarking involves comparing processes or functions within an organization to those in other industries, not necessarily direct competitors. Competitive benchmarking is the form of benchmarking that is focused on comparing with direct industry competitors.

Question 3

Firms should avoid having errors or defects caught and corrected at the source.

Accepted Answer

Firms should aim to have errors or defects caught and corrected as early in the production process as possible, ideally at the source. This helps to improve product quality and reduce costs associated with rework and customer returns.

Question 4

An example of an internal failure cost would be warranty cost.

Accepted Answer

Internal failure costs are costs associated with defects found before the product reaches the customer, such as scrap and rework, not costs incurred after the product has been delivered like warranty costs.

Question 5

Deming's philosophy was that quality was the responsibility of the worker.

Accepted Answer

Deming believed that quality was the responsibility of management, and that workers were often constrained by the systems and processes in place. He advocated for a shift in management practices to prioritize quality and continuous improvement.

Question 6

One of the principles that total quality management (TQM)stresses is employee involvement.

Accepted Answer

Total quality management emphasizes the involvement of all employees in the process of continuous improvement and the achievement of organizational goals.

Question 7

The International Standard ISO 26000:2010 produced a guidance document for social responsibility.

Accepted Answer

ISO 26000:2010 is a guidance document for social responsibility.

Question 8

One of the principles that total quality management (TQM)stresses is customer satisfaction.

Accepted Answer

TQM places a strong emphasis on satisfying customer needs and expectations as a key principle.

Question 9

Problem-solving teams are also called quality circles.

Accepted Answer

Problem-solving teams and quality circles are often used interchangeably to refer to a group of employees who come together to solve a specific work-related problem or improve a process within the organization.

Question 10

Most experts estimate the cost of poor quality in the range of 20 to 30 percent of gross sales for defective or unsatisfactory products.

Accepted Answer

Most experts do estimate the cost of poor quality in the range of 20 to 30 percent of gross sales for defective or unsatisfactory products.

Question 11

One of the principles that total quality management (TQM)stresses is process reengineering.

Accepted Answer

The answer of One of the principles that total quality...

Question 12

Appraisal costs are associated with preventing defects before they happen.

Accepted Answer

Appraisal costs are associated with inspecting or testing products or processes to ensure they meet specific requirements or standards. This is a cost incurred after a defect has already occurred, rather than before. Prevention costs, on the other hand, are associated with activities intended to prevent defects from occurring in the first place.

Question 13

One way to achieve employee involvement is through the use of teams.

Accepted Answer

Teams encourage collaboration and participation among employees, leading to increased involvement and engagement in their work.

Question 14

Internal failure costs result from defects that are discovered after the production of a service or product.

Accepted Answer

The answer of Internal failure costs result from defects that...

Question 15

The foundation to Deming's philosophy to quality management is statistical process control (SPC).

Accepted Answer

Deming's philosophy emphasizes on the importance of statistical process control (SPC), which uses statistical methods for monitoring and controlling a process to ensure that it operates at its full potential and delivers high-quality output.

Question 16

Fitness for use refers to how well the product or service performs its intended purpose.

Accepted Answer

Fitness for use is a key quality characteristic that refers to a product or service's ability to perform its intended purpose. It is an important aspect of ensuring customer satisfaction and loyalty.

Question 17

Six sigma is a comprehensive and flexible system for achieving,sustaining,and maximizing business success by minimizing defects and variability in processes.

Accepted Answer

Six sigma aims to minimize defects and variability in processes to maximize business success. It is a data-driven methodology that uses statistical analysis and problem-solving techniques to identify and eliminate errors in a process.

Question 18

Customers define quality in many ways.

Accepted Answer

Customers have different perceptions of quality and may define it in different ways based on their needs, expectations, and experiences with a product or service.

Question 19

Customers typically define quality as conformance to specifications.

Accepted Answer

The answer of Customers typically define quality as conformance to...

Question 20

External failure costs arise when a defect is discovered after the customer has received the product or service.

Accepted Answer

External failure costs include expenses such as product recalls, warranty claims, customer complaints, and lost sales opportunities due to damaged reputation. These costs occur after the product or service has been delivered to the customer.

Quiz 6: Quality and Process Improvement