Question 1

Which of the following is NOT a consequence of a high sigma level of quality?

Accepted Answer

A)  Product reliability and customer satisfaction are higher.
B)  The need for testing and inspection is lower.
C)  Cycle times and costs decrease.
D)  Product returns are higher.E) A) and B)
F) A) and C)

Question 2

Companies can set more stringent quality requirements for their suppliers by ______.

Accepted Answer

A)  implementing a comprehensive supplier certification program
B)  requiring vendors to obtain ISO certification
C)  terminating suppliers if they supply certain percentage of defective input
D)  not outsourcing any raw material purchasesE) A) and C)
F) None of the above

Question 3

Which of the following is NOT true regarding Six Sigma?

Accepted Answer

A)  In it,the six refers to the total number of standard deviations from the mean (3 to the left of the mean,3 to the right of the mean) .
B)  It represents a 99.9997% defect-free rate.
C)  It represents 3.4 defect per million.
D)  It was introduced by Motorola.E) A) and C)
F) B) and C)

Question 4

W.Edward Deming suggested that slogans and targets for the work force ______.

Accepted Answer

A)  create collaborative relationships
B)  are not likely to be productive
C)  will increase worker morale
D)  will increase worker motivationE) B) and C)
F) All of the above

Question 5

Which of the following is true with regard to the Deming Prize?

Accepted Answer

A)  It was introduced by the U.S.government in 1950.
B)  Today,its award is restricted to Japanese companies.
C)  Its introduction was met with a lot of resistance from the ISO.
D)  The Union of Japanese Scientists and Engineers instituted the Deming Prize.E) A) and B)
F) C) and D)

Question 6

Which of the following is NOT one of the five dimensions that the RATER model focuses on?

Accepted Answer

A)  reliability
B)  responsiveness
C)  empathy
D)  durabilityE) A) and B)
F) None of the above

Question 7

In which two of the five phases of Six Sigma are data collected?

Accepted Answer

A)  analyze and improve
B)  define and measure
C)  measure and improve
D)  improve and controlE) A) and D)
F) A) and B)

Question 8

Which of the following is NOT true of the Seal of Geneva?

Accepted Answer

A)  It is a rigorous set of quality and aesthetic standards.
B)  It is over 100 years old.
C)  It represents The Official Seal of the City of Geneva.
D)  It is a set of aesthetic standards.E) A) and B)
F) A) and C)

Question 9

During the measure phase of Six Sigma,the project team ______.

Accepted Answer

A)  gathers data
B)  makes improvements to the process
C)  ensures the problem is well defined
D)  ensures the improvements are sustainedE) C) and D)
F) B) and C)

Question 10

When suppliers become committed to Six Sigma,______.

Accepted Answer

A)  the improvement in the quality of the inputs they provide will flow downstream to a firm's own operations
B)  the improvement in the quality of the inputs they provide will flow upstream to a firm's own operations
C)  the end consumers will have to pay higher prices
D)  ISO certification requirements can be easily metE) B) and C)
F) C) and D)

Question 11

Which of the following is NOT true regarding the Malcolm Baldrige National Quality Award?

Accepted Answer

A)  is now known as the Baldrige Performance Excellence Program
B)  recognizes companies (e.g.,Apple) for producing excellent products (e.g.,iPhone) 
C)  can be awarded to hospitals (i.e.,it does not apply only to manufacturing organizations) 
D)  was named after the U.S.Senator for QualityE) B) and D)
F) A) and B)

Question 12

TQM ______.

Accepted Answer

A)  is a quick fix
B)  is costless because quality is free
C)  may take several years to implement fully
D)  is required to meet ISO certification standardsE) B) and C)
F) A) and D)

Question 13

Which of the following is FALSE regarding the International Organization for Standardization?

Accepted Answer

A)  It is represented by the letters ISO.
B)  It was created in 1966.
C)  It is based in Geneva,Switzerland.
D)  It has representatives from various national standards organizations.E) A) and B)
F) A) and C)

Question 14

Which of the following statements is true with regard to Edward Deming?

Accepted Answer

A)  He taught statistical quality control methods to the Germans during World War II.
B)  He taught statistical quality control methods to the Japanese after World War II.
C)  He taught statistical quality control methods to the Russians before World War II.
D)  He taught statistical quality control methods to the Japanese before World War I.E) A) and B)
F) B) and D)

Question 15

Which of the following is NOT an element in a project charter?

Accepted Answer

A)  the project's objective
B)  expected timeline
C)  budget and scope
D)  actual hours spent on a projectE) None of the above
F) B) and C)

Question 16

Two models that firms can use to measure perception gap are ______.

Accepted Answer

A)  the RATER model and the GAP model
B)  the Du Pont model and the Monsanto model
C)  the Consumer model and the Producer model
D)  the Government model and the ISO modelE) All of the above
F) B) and C)

Question 17

Which of the following is NOT a good measure of electronic service quality for a company that has a website for marketing its products or services?

Accepted Answer

A)  the quantity of the information on the site
B)  how well it's personalized for the shopper
C)  the site's safety or security
D)  the site's usability,reliability,and responsivenessE) All of the above
F) B) and D)

Question 18

Which of the following is NOT a consequence of the poor management of the quality of a company's supply chain?

Accepted Answer

A)  damage to a company's reputation
B)  financial losses
C)  legal liability issues
D)  increase in customer satisfactionE) B) and C)
F) A) and D)

Question 19

The Malcolm Baldrige National Quality Award ______.

Accepted Answer

A)  was named after the U.S.Senator for Quality
B)  honors organizations that produce quality products and services
C)  is restricted to European companies
D)  applies only to service industriesE) A) and B)
F) None of the above

Question 20

The term total quality control was introduced by ______.

Accepted Answer

A)  Armand Feigenbaum in 1969
B)  Joseph Juran in 1954
C)  Eli Whitney in 1895
D)  Adam Smith in 1776E) B) and C)
F) None of the above

Exam 7: Managing for Quality

When suppliers become committed to Six Sigma,______.

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The term total quality control was introduced by ______.

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Which of the following is NOT a consequence of the poor management of the quality of a company's supply chain?

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During the measure phase of Six Sigma,the project team ______.

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W.Edward Deming suggested that slogans and targets for the work force ______.

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The Malcolm Baldrige National Quality Award ______.

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Which of the following statements is true with regard to Edward Deming?

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Which of the following is true with regard to the Deming Prize?

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Companies can set more stringent quality requirements for their suppliers by ______.

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Which of the following is NOT an element in a project charter?

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Two models that firms can use to measure perception gap are ______.

Correct AnswerverifiedShow Answer

Which of the following is NOT true regarding the Malcolm Baldrige National Quality Award?

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Which of the following is NOT true regarding Six Sigma?

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Which of the following is NOT a good measure of electronic service quality for a company that has a website for marketing its products or services?

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TQM ______.

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Which of the following is FALSE regarding the International Organization for Standardization?

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Which of the following is NOT true of the Seal of Geneva?

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Which of the following is NOT a consequence of a high sigma level of quality?

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In which two of the five phases of Six Sigma are data collected?

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Which of the following is NOT one of the five dimensions that the RATER model focuses on?

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