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Question 1.1. (TCO 1) Which of the following practices were utilized by most companies to maintain quality levels until the start of the 1980s? (Points : 6)
Team-based initiatives
Process-improvement efforts
Design-quality reviews
inspection
Question 2.2. (TCO 1) The lack of which of the following is a reason why some companies fail at implementing TQM? (Points : 6)
Teamwork
Education and Training
Long term commitment
All of the above
Question 3.3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? (Points : 6)
Sales
Purchasing
Tool Engineering
None (All answers have a role.)
Question 4.4. (TCO 2) When morale is _____, service excellence is _________. (Points : 6)
high, high
low, high
low, low
bad, good
Question 5.5. (TCO 3) The purpose of the Malcolm Baldrige National Quality Award includes which of the following? (Points : 6)
To recognize the achievements of high-quality companies
To establish guidelines and criteria for evaluation of quality-improvement efforts
To provide detailed information on how award-winning enterprises achieved success
All of the above
Question 6.6. (TCO 3) ISO 9000 recertification is required every _____. (Points : 6)
three years
five years
seven years
nine years
Question 7.7. (TCO 4) _____ considered top management’s commitment to quality an absolute necessity for TQM. (Points : 6)
Deming
Crosby
Juran
All of the above
Question 8.8. (TCO 4) The primary reason for Deming’s position that slogans should be eliminated is which of the following? (Points : 6)
They create adversarial relationships.
Slogans take up valuable space in the production department.
Slogans are costly to maintain and periodically update.
Workers don’t always understand the slogans.
Question 9.9. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization’s representatives are known as which of the following? (Points : 6)
Customer contact
Quality function deployments
Indexed service standards
Consumer benefits packages
Question 10.10. (TCO 5) Customers that are highly profitable, but dont stay around long are known as __________. (Points : 6)
Song birds
Nere do wells
Butterflies
Opportunities
Question 11.11. (TCO 6) Effective organizations share which of the following approaches to strategic planning? (Points : 6)
Organization-wide participation in planning
Focus on near-term goals
Special emphasis on stock market expectations
Unstructured systems for strategy development and deployment
Question 12.12. (TCO 6) Leadership for quality is about continually improving the performance of________. (Points : 6)
people
processes
products
all of the above
Question 13.13. (TCO 7) The nominal group technique is a sophisticated form of ________. (Points : 6)
Promoting teamwork
Encouraging employee empowerment
Being concerned about employee motivation
Brainstorming
Question 14.14. (TCO 7) The Institute for Corporate Competitiveness (ICC) found that _______ to be an important part of team-building. (Points : 6)
outdoor activities
games
character building
interdependence
Question 15.15. (TCO 8) Effective team building steps include which of the following: (Points : 6)
assess
plan
execute
All of the above
Question 16.16. (TCO 8) In firms that implement Six Sigma efforts, _____ are often targeted as future leaders. (Points : 6)
team members
Black belts
champions
Green belts
Question 17.17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)
Comparison of actual results with the standard
A means of measuring accomplishment
A standard or goal
A backup process
Question 18.18. (TCO 9) Kaizen is best described by which of the following terms? (Points : 6)
Concurrent engineering
Continuous improvement at all levels
Innovation
Statistical process control
Question 19.19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the following? (Points : 6)
An internal failure cost
An appraisal cost
An external failure cost
A prevention cost
Question 20.20. (TCO 10) Which of the following is NOT a cost of quality? (Points : 6)
internal failure cost
external failure cost
appraisal cost
none of the above
Question 21.21. (TCO 11) The Deming cycle was developed to link the production process to ___________. (Points : 6)
consumer needs
zero defects
statistical information
organizational goals
Question 22.22. (TCO 11) A bank observes that most customer complaints come from only a small part of its total customer base. This is an example of which of the following? (Points : 6)
Clustering
The Pareto principle
Skewing
The central limit theorem
Question 23.23. (TCO 12) Which of the following constitutes an approach to reducing sampling error? (Points : 6)
Cross-checking research designs with knowledgeable analysts
Questioning the assumption that tomorrow’s and today’s populations are comparable
Taking a larger sample from the population
Reducing conditions that contribute to dissimilar population segments
Question 24.24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if six samples of subgroup size 5 (n=5) were collected, and the mean of the sample averages is 4.7 and mean of the sample ranges is 0.35.
TABLE (Points : 30)
UCL = 4.86905, LCL = 4.53095
UCL = 4.90195, LCL = 4.49805
UCL = 4.72250, LCL = 4.14350
UCL = 5.05805, LCL = 4.34195
Question 25.25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if twenty samples of subgroup size 3 (n=3) were collected for a variable measurement and the mean of the sample ranges equals 4.4. (Points : 30)
UCL = 9.3016, LCL = 0.3344
UCL = 1.4696, LCL = 0.0000
UCL = 11.3256, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000
Question 26.26. (TCO 13) The operative measure of quality in Six Sigma terminology is which of the following? (Points : 6)
Defects per unit
Defects per thousand units
Defects per ten thousand opportunities
Defects per million opportunities
Question 27.27. (TCO 14) St. Luke’s Hospital identified several phases in its organization’s TQM implementation. This is an example of _____. (Points : 6)
poor implementation
quality as a journey
implementation that is moving too slowly
All of the above
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Question 1. 1. (TCO 3) Answer the following questions concerning ISO 9000:
1. Discuss the implementation/registration process for ISO 9000. (10 points)
2. Discuss the recertification process for ISO 9000. (10 points)
3. Discuss 3 of the 7 steps an organization must take to ensure its QMS conforms to ISO 9000 requirements. (10 points)
(Points : 30)
Question 2. 2. (TCO 14) Answer the following questions concerning employee empowerment:
Discuss the rationale for employee empowerment. (10 points)
Discuss how employee empowerment is achieved in organizations. (10 points)
Discuss management’s role in employee empowerment. (10 points)
(Points : 30)
Question 3. 3. (TCO 4) Answer the following 3 parts relating to the Malcolm Baldrige Award:
Discuss the reasons why the Baldridge Award was established. (10 points)
Discuss the value to organizations of competing for the Baldrige award (10 points)
Discuss 3 of the 7 main categories under the Malcolm Baldrige criteria (10 points)
(Points : 30)
