Total Quality Management

1. "Quality is defined by the customer" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality Control 2. Which of the follo ing is not one of the ma!or categories of costs associated ith quality" a. pre#ention costs b. appraisal costs c. internal failures d. e$ternal failures e. none of the abo#e% they are all ma!or categories of costs associated ith quality &. According to the manufacturing-based definition of quality% a. quality is the degree of e$cellence at an acceptable price and the control of #ariability at an acceptable cost b. quality depends on ho ell the product fits patterns of consumer preferences c. e#en though quality cannot be defined% you 'no hat it is d. quality is the degree to hich a specific product conforms to standards (. All of the follo ing costs are li'ely to decrease as a result of better quality e$cept a. customer dissatisfaction costs b. inspection costs c. scrap costs d. arranty and ser#ice costs e. maintenance costs ). *nspection% scrap% and repair are e$amples of a. internal costs b. e$ternal costs c. costs of dissatisfaction d. societal costs +. *S, -... see's standardi/ation in terms of a. products b. production procedures c. suppliers0 specifications d. procedures to manage quality 1. Which of the follo ing is true about *S, 1(... certification" a. it is a prerequisite for *S, -... certification b. it indicates a higher le#el of adherence to standards than *S, -... c. it is only sought by companies e$porting their goods d. it deals ith en#ironmental management 2. 3otal Quality 4anagement emphasi/es a. the responsibility of the Quality Control staff to identify and sol#e all quality-related problems b. a commitment to quality that goes beyond internal company issues to suppliers and customers c. a system here strong managers are the only decision ma'ers d. a process here mostly statisticians get in#ol#ed -. A successful 3Q4 program incorporates all of the follo ing e$cept

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a. continuous impro#ement b. employment in#ol#ement c. benchmar'ing d. centrali/ed decision ma'ing authority 1.. "5ai/en" is a 6apanese term meaning a. a foolproof mechanism b. 6ust-in-time 76*38 c. a fishbone diagram d. setting standards e. continuous impro#ement 11. 9ased on his 1( :oints% ;eming is a strong proponent of a. inspection at the end of the production process b. an increase in numerical quotas to boost producti#ity c. loo'ing for the cheapest supplier d. training and 'no ledge 12. 3he philosophy of /ero defects is a. unrealistic b. prohibiti#ely costly c. an ultimate goal< in practice% 1 to 2= defects is acceptable d. consistent ith the commitment to continuous impro#ement 1&. Quality Circles members are a. paid according to their contribution to quality b. e$ternal consultants designed to pro#ide training in the use of Quality tools c. al ays machine operators d. all trained to be facilitators e. none of the abo#e% all of the statements are false 1(. 3he process of identifying other organi/ations that are best at some facet of your operations and then modeling your organi/ation after them is 'no n as a. continuous impro#ement b. employee empo erment c. benchmar'ing d. copycatting e. patent infringement 1). Costs of dissatisfaction% repair costs% and arranty costs are elements of cost in the a. 3aguchi >oss ?unction b. :areto Chart c. *S, -... Quality Cost Calculator d. :rocess Chart 1+. A quality loss function utili/es all of the follo ing costs e$cept a. the cost of scrap and repair b. the cost of customer dissatisfaction c. inspection% arranty% and ser#ice costs d. sales costs e. costs to society 11. :areto charts are used to a. identify inspection points in a process b. outline production schedules

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c. organi/e errors% problems or defects d. sho material flo 12. :areto charts are used to a. identify inspection points in a process b. organi/e errors% problems or defects c. outline production schedules d. sho an assembly sequence e. pro#ide guidelines for quality training 1-. Among the tools of 3Q4% the tool ordinarily used to aid in understanding the sequence of e#ents through hich a product tra#els is a a. :areto chart b. ?lo chart c. chec' sheet d. 3aguchi map 2.. 3he process impro#ement technique that sorts the "#ital fe " from the "tri#ial many" is a. 3aguchi analysis b. :areto analysis c. benchmar'ing d. @amaguchi analysis 21. A fishbone diagram is also 'no n as a a. cause-and-effect diagram b. po'a-yo'e diagram c. 5ai/en diagram d. 3aguchi diagram 22. *f a sample of parts is measured and the mean of the measurements is outside the control limits the process is a. in control% but not capable of producing ithin the established control limits b. out of control and the process should be in#estigated for assignable #ariation c. ithin the established control limits ith only natural causes of #ariation d. monitored closely to see if the ne$t sample mean ill also fall outside the control limits e. none of the abo#e 2&. A quality circle holds a brainstorming session and attempts to identify the factors responsible for fla s in a product. Which tool do you suggest they use to organi/e their findings" a. *shi'a a diagram b. :areto chart c. process chart d. control charts 2(. When a sample measurement falls inside the control limits% it means that a. each unit manufactured is good enough to sell b. the process limits cannot be determined statistically c. the process output e$ceeds the requirements d. if there is no other pattern in the samples% the process is in control 2). Which of the follo ing is true regarding control charts" a. Aalues abo#e the upper and lo er control limits indicate points out of ad!ustment. b. Control charts are built so that ne data can be quic'ly compared to past performance data. c. Control charts graphically present data. d. Control charts plot data o#er time.

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e. All of the abo#e are true. 2+. 3he goal of inspection is to a. detect a bad process immediately b. add #alue to a product or ser#ice c. correct deficiencies in products d. correct system deficiencies 21. Which of the follo ing is not a typical inspection point" a. upon receipt of goods from your supplier b. during the production process c. before the product is shipped to the customer d. at the supplier0s plant hile the supplier is producing e. after a costly process 22. ":o'a-yo'e" is the 6apanese term for a. card b. foolproof c. continuous impro#ement d. fishbone diagram e. 6ust-in-time production 2-. A or'er operates a shear press. She notices that the metal sheets she is cutting ha#e curled edges. Who should get the first "shot" at sol#ing the problem" a. the foreman b. a member of the Quality Control department c. the operator herself d. an engineer e. the employee0s super#isor &.. A recent consumer sur#ey conducted for a car dealership indicates that% hen buying a car% customers are primarily concerned ith the salesperson0s ability to e$plain the car0s features% the salesperson0s friendliness% and the dealer0s honesty. 3he dealership should be especially concerned ith hich dimensions of ser#ice quality" a. communication% courtesy% and credibility b. competence% courtesy% and security c. competence% responsi#eness% and reliability d. communication% responsi#eness% and reliability

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1. Which of the follo ing is not a location option that management can consider in location planning" a. e$pand an e$isting facility b. add a ne location c. relocate from one location to another d. do nothing e. all are possible options 2. A system is comprised of t o separate units hich must both function in order for the system to perform as intended. 3he reliability of one is ..(% and the reliability of the other is ..). 3he o#erall system reliability isB ..(C..)D..2 a. ..b. ..& c. ..2 d. ..1 e. ...2 &. 3he probability that a product ill ear out ithin a gi#en amount of time is often described by theB a. beta distribution b. binomial distribution c. negati#e e$ponential distribution d. normal distribution e. uniform distribution (. A point hich is outside of the lo er control limit on an range chartB a. is an indication that no cause of #ariation is present. b. should be ignored because it signifies better than a#erage quality. c. should be in#estigated because an assignable cause of #ariation might be present. d. should be ignored unless another point is outside that limit. e. is impossible since the lo er limit is al ays /ero. ). Which of the follo ing is not a step in the quality control process" a. define hat is to be controlled. b. compare measurements to a standard. c. eliminate all defects found. d. ta'e correcti#e action if necessary. e. e#aluate correcti#e action. +. 3he range chart is most li'ely to detect a change inB a. proportion. b. mean c. number defecti#e. d. #ariability. e. sample si/e. 1. 3he optimum le#el of inspection is here theB a. cost of inspection is minimum. b. cost of passing defecti#es is minimum. c. total cost of inspection and defecti#es is ma$imum. d. total cost of inspection and defecti#es is minimum. e. difference in inspection and defecti#es costs is minimum. 2. 3he purpose of control charts is toB

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a. estimate the proportion output that is acceptable. b. eed out defecti#e items. c. determine if the output is ithin tolerancesEspecifications. d. distinguish bet een random #ariation and assignable #ariation in the process. e. none of these. -. Which of the follo ing is not a 'ey ay in hich business organi/ations compete ith one another" a. production cost. b. quality c. product duplication. d. fle$ibility e. time to perform certain acti#ities. 1.. 3he research and de#elopment acti#ity hich con#erts research results into useful commercial applications isB a. basic research. b. applied research. c. de#elopment. d. redesign. e. commercial research. 11 . 3he concept of total quality control% i.e. that quality must be attended to at all stages of the industrial cycle and throughout the organi/ation% is the creation of hich of the follo ing pioneers" a8 b8 c8 d8
12.

Armand ?eigenbaum 6oseph 4 6uran Fenichi 3aguchi W Gd ards ;eming

3he so-called 0Quality Furus0 of total quality management 73Q48 do H,3 include one of the follo ingB a8 b8 c8 d8 6oseph 4 6uran W Gd ards ;eming 9ill Cosby 5aoru *shi'a a

1&. 3he specific concerns of total quality management 73Q48 include a number of aspects. Which is not normally associated ith 3Q4" a8 *nclusion of e#ery person in the organi/ation b8 Co#ering all parts of the organi/ation c8 4eeting the needs and e$pectations of customers d8 :rimarily a I or'erJ rather than a management acti#ity 1(. 3he preferred method for achie#ing total quality in process output isB a8 Kely on operator self-inspection and self-correction b8 9uild and install an error-proof process and maintain it c8 Kely on a team of highly trained and dedicated inspectors d8 :erform inspection at the ne$t process 1). 3otal quality management 73Q48 programmes are more li'ely to remain effecti#e if a number of prescriptions are follo ed. Which of the follo ing prescriptions should not be follo ed"

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a8 b8 c8 d8 Quality impro#ement relates to operation0s performance ob!ecti#es 3Q4 does not become a separate 0bolt-on0 set of acti#ities 3Q4 should become a substitute for normal managerial leadership Slogans and e$hortations about 3Q40s effecti#eness are a#oided

1+. Which one of the follo ing ould normally be considered as one of the Lcosts of qualityM" a8 b8 c8 d8 e8 Kesearch and de#elopment costs ;istribution costs Stoc'holding costs *nternal failure costs 4ar'eting costs

11. Which one of the follo ing ould normally be considered as one of the Lcosts of qualityM" a8 b8 c8 d8 e8 3ransaction costs ,#erhead costs 4ar'eting costs Appraisal costs 3ransport costs

12. 3he specific concerns of total quality management 73Q48 include a number of aspects. Which is not normally associated ith 3Q4" a8 b8 c8 d8 *nclusion of e#ery person in the organi/ation 4eeting the needs and e$pectations of customers :rimarily a I or'erJ rather than a management acti#ity Co#ering all parts of the organi/ation

1-. 3he preferred method for achie#ing total quality in process output isB a8 Kely on operator self-inspection and self-correction b) 9uild and install an error-proof process and maintain it c8 Kely on a team of highly trained and dedicated inspectors d8 :erform inspection at the ne$t process 2.. *n statistical process control the NNNNNNNNNN specification limit is the minimum acceptable le#el of output. a8 >o er b8 Opper c8 >o er and Opper d8 Hone of the abo#e

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