Multiple Choice
Identify the
choice that best completes the statement or answers the question.
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1.
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Which of the following is true regarding the history of quality
management?
a. | By using interchangeable parts, workers could control their own processes during the
Industrial Revolution. | b. | Six Sigma works at process improvement no
matter how it affects profits. | c. | Despite the demise of TQM as a quality
“program,” its basic principles took root in many organizations and have remained
important management practices. | d. | Egyptian wall paintings from around 1450 B.C.
show no evidence of measurement and inspection, just forced labor. |
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2.
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Which of the following is not considered part of Total Quality?
a. | A focus on the customers and stakeholders | b. | A process
focus | c. | Participation and team work | d. | Six Sigma |
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3.
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Philip B. Crosby’s quality philosophy is embodied in what he calls
“The Absolutes of Quality Management” and “The Basic Elements of
Improvement.” Which of the following does not belong in Crosby’s points?
a. | Quality means conformance to requirements not elegance | b. | The only performance
standard is Six Sigma | c. | There is no such thing as a quality
problem | d. | The only performance measurement is the cost of quality, which is the expense of
non-conformance |
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4.
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ISO9000 standards consist of all of the following except
a. | Definition of key terms | b. | Minimum requirements for a quality management
system | c. | Process simulation | d. | A means of demonstrating compliance principles
to customers and third-party certification |
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5.
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All of the following relate to Six Sigma except
a. | Clear financial returns | b. | Measures defects per unit | c. | Output critical to
customers | d. | A stretch goal |
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6.
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Machine down time is an example of which type of quality cost?
a. | Prevention | b. | Appraisal | c. | Internal-failure | d. | External-failure |
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7.
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Which of the following is most closely related to Statistical Process Control
(SPC)?
a. | Acceptance sampling | b. | Process specifications | c. | Unwanted causes of
variation | d. | Self-audits |
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8.
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Control charts are all of the following except
a. | Can determine the source of a problem | b. | Useful for process
improvement | c. | Based on finding values outside of control limits | d. | Looks for non-random
patterns |
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9.
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When examining control charts, variations of characteristic measurements that
are within control limits are assumed to be the result of
a. | Chance | b. | Defective input materials | c. | Assignable
causes | d. | Poor machine tolerances |
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10.
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____ is defined as the satisfaction of ____.
a. | Service quality; expectation | b. | Service quality; needs | c. | Service value;
expectation | d. | Service value; imagination |
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11.
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The ISO 9000 family is primarily concerned with ____
a. | Revenue management | b. | Profit management | c. | Quality
management | d. | Cost management |
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12.
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Six Sigma was first developed at ____ in the late 1970s and early 1980s.
a. | Motorola | b. | General Electric | c. | AlliedSignal | d. | None of the
above |
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13.
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Which one of the following is not a typical failure cost?
a. | Warranty | b. | Returns | c. | Employee
training | d. | Lost value of the brand |
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14.
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A technique used to identify likely causes of failure and their consequences so
that preventative actions can be taken is
a. | Statistical quality control | b. | Total quality management | c. | Failure mode and
effects analysis | d. | Statistical process control |
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15.
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The cost of quality is
a. | An expression of an organization’s performance in quality in financial
terms. | b. | The difference between customers’ expectations of a product or service and
their perceptions of their experience of it. | c. | A proactive approach towards quality management
by seeking to prevent defects ever being produced. | d. | The inspection and testing of the outputs from
a transformation process. |
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