Question 1

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

Accepted Answer

ISO 9000 is not specific to the electronics industry, it is a set of standards for quality management in general. It is also not a quality award given by the U.S. government. ISO 9000 provides guidelines and requirements for quality management systems, but does not dictate specific management practices.

Question 2

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

Accepted Answer

The core values of TQM are prevention, problem-solving at the lowest level, holistic product quality, continuous improvement, employee involvement, and customer focus. Quality assurance managers should not have the most power in the organization, as TQM emphasizes the involvement of all employees in the quality improvement process.

Question 3

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?

Accepted Answer

The expense of operating these new systems to inspect the quality of products would be considered an appraisal cost, which is a type of cost incurred to detect defects or problems with products before they reach the customer.

Question 4

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

Accepted Answer

Total Quality Management (TQM) is a continuous improvement philosophy that emphasizes the involvement of all employees in the process of improving quality. Option B, "There's always room for improvement," best expresses this philosophy by recognizing that there is always room for further improvement, and that all employees should be engaged in finding ways to improve quality. The other options express a static, complacent, or blaming attitude, which is not in line with the principles of TQM.

Question 5

The TQM view of organizational structure states that:

Accepted Answer

The TQM (Total Quality Management) view of organizational structure emphasizes the importance of customer satisfaction through continuous improvement of processes and products. In this view, management must provide support and resources to employees to enable them to deliver quality products or services. Therefore, option B which says that Management must support employees is the best choice. The other options are not specific to TQM and do not capture the key principles of this management approach.

Question 6

Which of the following statements is false?

Accepted Answer

While it may be more challenging to measure some dimensions of service quality, such as empathy or responsiveness, quality dimensions are not inherently easier to measure for tangible goods. Both goods and services have unique quality characteristics that must be measured and managed.

Question 7

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

Accepted Answer

"Zero defects" is a concept of quality management introduced by Philip Crosby, who is known for his emphasis on the importance of prevention of defects rather than detection and correction.

Question 8

ISO 9000 defines a set of internationally accepted standards for:

Accepted Answer

ISO 9000 defines a set of internationally accepted standards for business quality management, which includes quality control and operations management quality. It is not specific to product quality, but rather focuses on the overall management system of the organization.

Question 9

"Quality at the source" suggests quality should be:

Accepted Answer

"Quality at the source" means that quality should be built into the product from the very beginning, rather than inspected or ensured later in the process. This approach aims to prevent defects from occurring in the first place, rather than relying on inspections or corrections after the fact.

Question 10

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?

Accepted Answer

The expense of training new employees is a prevention cost, which is incurred in order to avoid internal or external failures and ensure the quality of products or services from the beginning.

Question 11

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?

Accepted Answer

Quality is not solely the responsibility of operations management in Total Quality Management. In fact, TQM involves a company-wide commitment to continuous improvement and quality, with all departments and employees playing a role in ensuring high levels of quality in products and services.

Question 12

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?

Accepted Answer

Six sigma quality is achieved through a well-defined and structured process. Option A is incorrect because Six Sigma actually aims for much lower defect rates than just half of three sigma. Option B is incorrect because Six Sigma is not just about individual job functions, but rather it emphasizes the importance of cross-functional teamwork to achieve quality improvement.

Question 13

Why is product quality sometimes poorly defined in a firm?

Accepted Answer

All of the given reasons (A, B, and C) are correct in explaining why product quality can be poorly defined in a firm. Managers may not have a clear understanding of what customers prioritize in terms of quality (A), it can be challenging to develop comprehensive measures of quality that capture all relevant aspects (B), and different functional areas may have different perspectives on what quality means (C).

Question 14

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

Accepted Answer

Scrapping defective raw material represents an internal failure cost, not an external failure cost. External failure costs are costs incurred after the product or service has been delivered to the customer, such as the cost of repairing items covered by warranty, replacing defective items found by customers, or the loss of goodwill and reputation.

Question 15

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

Accepted Answer

This idea was a major contribution of W. Edwards Deming to the field of quality management. Deming emphasized the need to reduce variation in processes and products in order to improve quality.

Question 16

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:

Accepted Answer

The correct sequence for the five-step process in Six Sigma is D-M-A-I-C, which stands for Define, Measure, Analyze, Improve, and Control. Choice A provides the correct sequence of activities required to achieve the objectives of Six Sigma. Choice B, C, and D are incorrect as they involve different activities than those required in the Six Sigma methodology.

Question 17

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

Accepted Answer

Supply managers influence quality through the design of contracts and associated incentives and penalties, which can ensure suppliers meet quality standards.

Question 18

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

Accepted Answer

Design quality refers to the features and characteristics of a product that meet the needs and wants of customers. If a product includes features that customers care most about, it indicates that the product has a high design quality. Conformance quality refers to how well a product meets specified standards and requirements. Reliability refers to the consistency and dependability of a product's performance. Aesthetics refer to the visual appeal and attractiveness of a product. While these factors are important, they do not necessarily indicate that a product has features that customers care most about.

Question 19

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:

Accepted Answer

Scarsdale Corporation is emphasizing conformance quality, which refers to how well a product's design and production meet the required specifications or standards. In this case, the company is claiming that their bed linens have a specific thread count and they are ensuring that all their products meet that exact standard.

Question 20

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

Accepted Answer

Reliability is the extent to which a product or service can perform its intended function consistently without failing. Durability refers to the expected lifespan of a product, while conformance measures how closely the product meets predetermined specifications. Perceived quality refers to a customer's subjective evaluation of the product or service. Therefore, the best choice is C, reliability.

Quiz 6: Managing Quality