front 1 "Managing the entire organization so that it excels in all dimensions important to the customer, including product development, marketing and supply chain" is the definition of | back 1 total quality management |
front 2 The American Society for Quality has a two part definition of quality. One perspective on quality is "a product or service free from deficiencies; the product performs as intended." This is the ____________ perspective on quality. | back 2 conformance |
front 3 Which of the following statements regarding control charts is best? | back 3 control charts are used to distinguish whether the process is operating normally or requires attention |
front 4 The standard that extends the benefits of quality management to all parties that are interested in or affected by a business's operations | back 4 ISO 9004:2009 |
front 5 Regardless of whether the traditional view of the total cost of quality or the zero defects view of the total cost of quality is taken, | back 5 as the defect level increases, the failure costs increase |
front 6 __________ is the dimension of quality that addresses the additional characteristics of the product or service beyond the base operating features. | back 6 features |
front 7 In the Dittenhoefer Fine China case, a worker found that the plates had around 2.4 microns of coating applied. Manufacturing was able to correct the problem and save these plates, but no one knew how many plates had been shipped before the problem was discovered.The plates that were already shipped before the problem was corrected resulted in which of the following type of quality costs? | back 7 external failure |
front 8 Which of the following is a principle of TQM that assumes there will always be room for improvement, no matter how well an organization is doing? | back 8 continuous improvement |
front 9 Which of the following is NOT one of the seven core ideas of TQM? | back 9 value perspective |
front 10 In the Dittenhoefer fine china case, a worker set the polymer coating machine to 190 degrees to clean the machine and forgot to reset the temperature for production. Dittenhoefer destroyed the 2,400 defective plates prior to delivery to the customer.The destruction of 2,400 plates resulted in which of the following type of quality costs? | back 10 internal failure |
front 11 Companies focused on improving quality hire Six Sigma Black Belts to work on identifying the root cause of problems and implementing solutions. Hiring Black Belts to keep defects from occurring to begin with results in which of the following type of quality costs? | back 11 prevention |
front 12 The American Society for Quality has a two part definition of quality. One perspective on quality is "the characteristics of a product or service that bear on its ability to satisfy stated or implied needs of the customer, also known as fitness for use." This is the ____________ perspective on quality. | back 12 value |
front 13 The operations manager made sure that all processes were producing output exactly the way the design engineers had drawn it up. Which view of quality is inevidence? | back 13 the conformance perspective |
front 14 Chris plots a point on the control chart and notices that it lies just outside the upper control limit. Which of the following statements is best? | back 14 the process may actually be in control |
front 15 The ISO 9000 family of standards focuses more on practices than outcomes. | back 15 true |
front 16 Total quality management (TQM) and Six Sigma are equivalent, the latter is simply the latest name for the same set of techniques pioneered by W Edwards Deming. | back 16 false |