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Continuous improvement attempts to achieve major breakthroughs in product or service quality. True False

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False ( Continuous improvement attempts to achieve ongoing improvements in product or service quality. )

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The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design. True False

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True ( These are determinants of quality. )

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In order for TQM to be successful, it is essential that most of the organization be: ISO certified. under contract. in agreement with the philosophy and its goals. trained in error detection techniques. members of quality circles.

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in agreement with the philosophy and its goals. ( TQM won't work without substantial buy-in. )

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A quality circle is a cross-functional team focused on quality. True False

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False ( Quality circles typically aren't cross-functional. )

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To minimize quality risks, which of the following would be least likely to be outsourced to less-developed countries? packaging rubber processing pharmaceuticals steel manufacturing repetitive assembly

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pharmaceuticals ( Pharmaceutical firms incur substantial quality risks when they outsource to less-developed countries. )

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question

Lost production time, scrap, and rework are examples of: prevention costs. appraisal costs. replacement costs. external failure costs. internal failure costs.

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internal failure costs ( These are internal failure costs. )

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question

Which is not a cost of quality? internal failure external failure prevention cost extended service contracts appraisal costs

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extended service contracts ( Extended service contracts are quality costs. )

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question

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part. True False

answer

False ( Poor quality has a negative effect on productivity. )

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question

Quality planning and administration, quality training, and quality control procedures are examples of: appraisal costs. prevention costs. internal failure costs. external failure costs. replacement costs.

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prevention costs. ( These are prevention costs. )

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question

Zero defects requires 100 percent inspection of the final product. True False

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False ( Zero defects can be achieved through quality at the source. )

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question

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations. True False

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False ( Quality refers to consistently meeting or exceeding customer expectations. )

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question

Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement. True False

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True ( Juran focused on planning, control, and improvement. )

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question

The Baldrige Award is based on seven categories. Which is not one of those? strategic planning relative profitability human resource focus information and analysis leadership

answer

relative profitability ( Relative profitability is not a Baldrige category. )

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question

There is a positive link between quality and productivity. True False

answer

True ( Higher quality leads to higher productivity. )

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question

A tool that depicts process variation graphically is a(n): relationship diagram. checklist. control chart. flowchart. affinity diagram.

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control chart ( Control charts depict process variation. )

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question

Focusing attention on the most important problem areas is referred to as: Pareto analysis. cause-and-effect analysis. brainstorming. quality assurance. quality circles.

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Pareto analysis ( Pareto analysis directs attention to the most important areas. )

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question

Loss of business, liability, productivity, and costs are consequences of: micro-factories. poor quality. labor unions. robotics. globalization.

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poor quality ( Poor quality increases these costs. )

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question

An organization achieves quality by consistently meeting its competitors' standards. True False

answer

False ( An organization achieves quality by meeting or exceeding customer expectations. )

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question

Regardless of superior quality, consumers will not pay premium prices. True False

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False ( Customers will often pay premium prices for superior quality. )

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question

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications. True False

answer

True ( High conformance to designer intent leads to high quality of conformance. )

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question

Which of the following is not an element of TQM? team approach continuous improvement competitive benchmarking employee empowerment quality management as a specialized function within the firm

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quality management as a specialized function within the firm ( Quality management as a specialized function with the firm is not an element of TQM. )

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question

Firms that wish to do business with the European Community can benefit from having a quality management system that meets ISO 9000 standards. True False

answer

True ( ISO 9000 certification is critical for doing business in Europe. )

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question

Medical malpractice claims are an example of how poor quality can affect an organization through liability. True False

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True ( Poor quality can have serious financial effects. )

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question

ISO certification differs substantially from the Baldrige Award in that it: emphasizes self-appraisal. is an ongoing process. is customer-driven. is national rather than international. focuses primarily on quality teams.

answer

is an ongoing process. ( Unlike the Baldrige Award, ISO registered companies face an ongoing series of audits, and they must be reregistered every three years. )

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question

The PDSA cycle forms the conceptual basis for continuous improvement. True False

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True ( It reflects some of the primary ideas behind continuous improvement. )

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question

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions. True False

answer

False ( Deming stressed that systems rather than workers were primarily responsible for poor quality. )

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question

The Deming Prize was established by the: American Quality Society. World Trade Organization. North American Free Trade Association. Japanese. American Statistical Association.

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Japanese ( The Deming Prize is a prominent Japanese quality award. )

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question

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on __________ strategies. reprocessing retention repatriation rework remediation

answer

retention ( Increasing customer satisfaction doesn't necessarily increase customer loyalty. )

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OPMT 303 Ch 9 Concepts – Flashcards

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