Question 1

The tool that is useful to investigate the relationship between two variables is:

Accepted Answer

A)  a control chart.
B)  a Pareto analysis.
C)  a scatter diagram.
D)  a flow chart.
E)  a cause-and-effect diagram.F) B) and D)
G) B) and C)

Question 2

Juran,like Deming,believes that a large majority of quality defects are management's responsibility.

Accepted Answer

A) True 
 B)False

Question 3

Studying and documenting the current problem is an important step in continuous improvement.

Accepted Answer

A) True 
 B)False  True

Question 4

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Accepted Answer

A) True 
 B)False

Question 5

Implementing the HACCP quality management system is mandatory for all food processing companies in Canada.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is not one of the specific tools for solving quality problems?

Accepted Answer

A)  Control charts
B)  Check sheets
C)  Pareto analysis
D)  Cause-and-effect diagrams
E)  Process designF) C) and D)
G) B) and C)

Question 7

The dimensions of product quality don't adequately describe service quality.

Accepted Answer

A) True 
 B)False

Question 8

Total quality management explicitly recognizes that management is primarily responsible for quality,not the workers with direct responsibility for completing work tasks.

Accepted Answer

A) True 
 B)False

Question 9

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Accepted Answer

A) True 
 B)False  True

Question 10

Tangibles is the dimension of service quality that reflects the customers' expectations of the services to be bundled with product purchases.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is not an accurate match of quality gurus and their contribution?

Accepted Answer

A)  Deming - distinguishing between special and common causes of variation
B)  Crosby - zero defects
C)  Feigenbaum - statistical process control (SP
C)  
D)  Juran - fitness-for-use and measuring the cost of qualityE) B) and D)
F) B) and C)

Question 12

Crosby advocates "zero defects",which requires massive inspection efforts to ensure detection of defective products prior to delivery to a customer.

Accepted Answer

A) True 
 B)False

Question 13

A benchmark organization must be chosen from the same industry in order for its methods to be applicable.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not a dimension of service quality?

Accepted Answer

A)  convenience
B)  tangibles
C)  responsiveness
D)  assurance
E)  conformanceF) All of the above
G) D) and E) E

Question 15

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Accepted Answer

A) True 
 B)False

Question 16

Taguchi quality loss function is a graphical representation of how an increase in deviation from the target value leads to a faster rate of increase in customer dissatisfaction.

Accepted Answer

A) True 
 B)False

Question 17

To truly reap the benefits of TQM,the culture of an organization must change.

Accepted Answer

A) True 
 B)False

Question 18

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

Accepted Answer

A)  a Pareto analysis.
B)  benchmarking.
C)  brainstorming.
D)  a control chart.
E)  a check sheet.F) A) and D)
G) A) and E)

Question 19

Which of the following does not match well between quality gurus and their contribution?

Accepted Answer

A)  Juran - quality is fitness for use
B)  Crosby - quality is free
C)  Deming - quality costs
D)  Feigenbaum - quality at the sourceE) B) and D)
F) B) and C)

Question 20

Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

Accepted Answer

A)  the 5W2H approach.
B)  using quality circles.
C)  benchmarking.
D)  a PDSA cycle.
E)  none of the choices.F) B) and E)
G) B) and D)

Exam 14: Management of Quality

The tool that is useful to investigate the relationship between two variables is:

Correct AnswerverifiedShow Answer

Juran,like Deming,believes that a large majority of quality defects are management's responsibility.

Correct AnswerverifiedShow Answer

Studying and documenting the current problem is an important step in continuous improvement.

Correct AnswerverifiedTrue

With the HACCP quality management system,the point at which processed food is sealed in packaging is considered a critical control point.

Correct AnswerverifiedShow Answer

Implementing the HACCP quality management system is mandatory for all food processing companies in Canada.

Correct AnswerverifiedShow Answer

Which of the following is not one of the specific tools for solving quality problems?

Correct AnswerverifiedShow Answer

The dimensions of product quality don't adequately describe service quality.

Correct AnswerverifiedShow Answer

Total quality management explicitly recognizes that management is primarily responsible for quality,not the workers with direct responsibility for completing work tasks.

Correct AnswerverifiedShow Answer

As a dimension of service quality,assurance refers to the knowledge exhibited by personnel working in service organizations and their ability to convey trust and confidence.

Correct AnswerverifiedTrue

Tangibles is the dimension of service quality that reflects the customers' expectations of the services to be bundled with product purchases.

Correct AnswerverifiedShow Answer

Which of the following is not an accurate match of quality gurus and their contribution?

Correct AnswerverifiedShow Answer

Crosby advocates "zero defects",which requires massive inspection efforts to ensure detection of defective products prior to delivery to a customer.

Correct AnswerverifiedShow Answer

A benchmark organization must be chosen from the same industry in order for its methods to be applicable.

Correct AnswerverifiedShow Answer

Which of the following is not a dimension of service quality?

Correct AnswerverifiedE

Quality is primarily determined by product design,while process design and conformance to design specifications are secondary,less significant determinants of quality.

Correct AnswerverifiedShow Answer

Taguchi quality loss function is a graphical representation of how an increase in deviation from the target value leads to a faster rate of increase in customer dissatisfaction.

Correct AnswerverifiedShow Answer

To truly reap the benefits of TQM,the culture of an organization must change.

Correct AnswerverifiedShow Answer

A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

Correct AnswerverifiedShow Answer

Which of the following does not match well between quality gurus and their contribution?

Correct AnswerverifiedShow Answer

Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

Correct AnswerverifiedShow Answer

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True

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True

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E

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