Business functions managed through a systems

organizational structure generally tend to create:

poor attitudes and behavior within the organization.

The use
of quality
tools and philosophies to establish the
positive competition with external
business
functions.

productive and profitable use of resources directly benefits

which stakeholder?

negative competition between business units.

Customers
positive attitudes and behavior within the organization.
Organization

Community

Suppliers

Tries Remaining: 9

An airline company provides a free flight to a loyal

Triescustomer.
Remaining: 8
What is the most important reason for it?
The customer will not complain about poor service because
of the free ticket.
The airline company can recoup their funds by charging the
customer more in their future purchase.
It will cost more to go after a new customer.

Other airlines have provided free flights to loyal customers.

Tries Remaining: 9

Which of the following stakeholders usually receives a more

immediate sense of accomplishment as a result of working
with a quality organization?
The community

Internal customers

External suppliers

External customers

The use of quality improvement efforts to increase

profitability begins with which of the following actions?
Defining a team.

Training all levels of personnel.

Setting new goals.

Removal of waste.

Tries Remaining: 9

Tries Remaining: 9
What is the benefit to a manufacturing facility that chooses
to adopt a total quality management philosophy?
Ability to improve competitive advantage.

Reduced
costs in inspections may result from a quality
Ability to quickly change employee
behavior.

organizations established partnership with which of the

following stakeholders?

Ability to increase inspections of quality product.

External clients
Ability to retrieve additional customer satisfaction data.
Internal clients

External suppliers

Internal suppliers

Tries Remaining: 8

Tries Remaining: 9

The quality professional drives improvement in his/her

organization through the application and use of:
production and service processes.

methodologies.

Quality best benefits the employees involved in producing

high-quality products and services by:

quality tools.

establishing quality incentive programs.

concepts.

implementing a program to reduce chronic waste.

obtaining third-party certification for their quality

management system.
strengthening the security of their position.

Tries Remaining: 9

Tries Remaining: 6
Quality benefits the supplier by doing which of the following?

Reducing inspection costs.

Faster response to quality-related

Whichcomplaints.
of the following is a prominent measure of customer

satisfaction?
Sales become more stable.

New York Stock Exchange (NYSE)

Enhancing sense of accomplishment.

Customer scorecard

Quality management system certification

American Customer Satisfaction Index (ACSI)

Tries Remaining: 9

Tries Remaining: 9

Which of the following scenarios is the best example of

improving fitness for use?
A retail store offers free assembly of products purchased.

Organizations
focus
on continuous improvement usually
A restaurant offers customers
a free punch with
card for
every
possess which of the following characteristics?

meal purchased.

Authoritarian management.
An auto manufacturer adds a five-star safety feature to new
Higher probability of survival.

vehicle models.

An auto manufacturer adds built-in DVD players facing the

Large marketing departments.
back seat.
Well established quality control activities.

Tries Remaining: 9

Tries Remaining: 9

Why is
it important
people
involved in the quality
Which of the following approaches
should
be partfor
of a
quality
function to be familiar with a variety of quality tools?
improvement initiative?
Quality improvement should be focused
on manufacturing
Knowledge
of how to use quality tools will help increase the
and service processes.

volume of product produced in a given time frame.

Quality improvement should be concentrated

areas
Knowledge ofon
how
quality tools are used will make a person
requiring troubleshooting.

more promotable.

Quality improvement should be left

solely to
voluntary
To ensure
the
correct tool is used to achieve the desired
initiatives.

result and that it is executed properly.

Quality improvement should be built

into theofsystem.
Knowledge
quality tools is a requirement of ISO 9000.

Tries Remaining: 8

Tries Remaining: 9

Benefits of quality improvement can be inhibited by several

principal factors that include:
lack of a quality department.

What does the phrase higher quality costs more mean?

lack of management support.

customer complaints.

Improvement requires high capital investment.

market price pressures.

Resources required for improvement outweigh the gain.

The way to improve quality is to increase inspection so

fewer defects escape.
To improve quality, technology must replace tasks.

Tries Remaining: 9

Tries Remaining: 9
When conducting quality improvement projects a bulk of the
measurable gains come from which of the following?
A mix of large and small projects.

A minority of projects.

Quality can benefit many organizational stakeholders. A

feeling of accomplishment is a benefit for which stakeholder
group?

A single project.

Suppliers

Numerous small projects.

Communities

Customers

Employees

Tries Remaining: 8

Tries Remaining: 9

Which of the following is an unwanted side effect of changes

due to quality improvement?
Training for all levels of the organization.

Which
following
components
must an organization
Possible loss of jobs or a change
in of
jobthe
status
that results
in
possess to obtain a high rate of quality improvement?

lower pay.

Personal participation by upper management.

Error-proofing.
Defining a budget.
Resource constraints.
Training of all company personnel.

Redesign of products and services.

Tries Remaining: 9

Tries Remaining: 8

Upper management responds best when there is a:

new market opportunity.

What is a benefit to an organization that has a high quality

image, positive reputation, and stature?

current high level of success.

The organization is able to increase workload by 10 percent

for each employee.

change in top management personnel.
The organization is able to lower costs.
major threat to the business.
It is easier to recruit new employees.

It is easier to focus on reducing the backlog of projects to

prevent damaging image.

Tries Remaining: 9

Tries Remaining: 8

Process improvement goals that are clearly defined and

obtainable must also possess which of the following quality
characteristics?
They must be measurable.

Which of the following is a well-defined goal statement that

They must increase profit margins.

ensures the benefits of quality improvement are achieved?

On-time delivery will improve by 5 percent by the end of the

They must increase customer satisfaction.
current fiscal year.
They must be easy to implement.Increase on-time delivery from 85 to 95 percent.

Increase on-time deliveries from 85 to 95 percent by the

end of the current fiscal year.
Improve on-time delivery over the next three years.

Tries Remaining: 9

Tries Remaining: 9
What quality tool can be used to select projects with the
highest payback?
Control chart

Process flow chart

A high-quality organization that is able to focus on

continuous improvement can assess its operations by looking
at how well they:
focus on customer satisfaction.

Ishikawa diagram
react to problems.
Pareto analysis
react to customer dissatisfaction.

prevent bad products and/or services.

Tries Remaining: 9

Tries Remaining: 8

For a project to have a significant and noticeable positive

impact upon the organization, the best criteria for project
selection should include:
the projects ability to align with the strategic objectives of

Each month, a furniture manufacturer receives several

product returns due to defects. In an effort to improve the
the projects ability to reflect
the process
improvement
ideas should take which of the
outgoing
product,
the company
following actions?

the organization.

of individual managers.

Establish a quality improvement process and implement it

the projects ability to reflect the managers thoughts on

how to resolve a problem.

across the organization.

Establish a quality monitoring team to track the defects.

the projects ability to quickly resolve problems facing the
Retrain the employees responsible for assembling the

organization.

furniture.
Increase the number of inspections performed on the final
product.

Tries Remaining: 8

Tries Remaining: 9
An intangible benefit of quality is:
increased company earnings.

customer goodwill.

decreased waste.

increased productivity.

Tries Remaining: 9

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