17 Quality Management

9) Step 5 of quality planning and control involves:

• A) Deciding how to measure each quality characteristic

• B) Control ing quality against set standards

• C) Continuing to make improvements to quality

• D) Finding and correcting causes of poor quality

26)If road conditions are unsafe to cross, but an individual decides to cross, what type of error has occurred?

• A) Type I Error

• B) Positive Distortion Error

• C) Negative Distortion Error

• D) Type II Error

25) Which of the following is NOT a decision involved in Step 4 of quality planning and control?

• A) Should customers check the product or the service provider?
• B) Where in the operation should checks be made?
• C) How should checks be performed?
• D) Should checks be made for every product or service?

4) Which of the following is an indirect benefit of improved quality?

• A) Improved image
• B) Reduced cost of inspection
• C) Reduced inventory
• D) Reduced scrap

34)Total quality management (TQM) programmes are more likely to remain effective if a number of prescriptions are followed. Which of the following prescriptions should NOT be followed?

• A) TQM should become-a substitute for normal managerial leadership.

• B) Slogans and exhortations about TQM’s effectiveness are avoided.

• C) TQM does not become-a separate ‘bolt-on’ set of activities.

• D) Quality improvement relates to the operation’s performance objectives.

8) What term is used to describeproducing a product or providing a service toits design specification?

• A) Conformance to specification
• B) Designed quality achievement
• C) Specified quality
• D) Output quality

28) What factors appear to be-influential in ensuring the success of TQM?

• A) Quality strategy, top management-support, a steering group, appropriate training and recognition and reward.
• B) Motivate the workforce through a programme of hype, slogans and exhortations.
• C) Committed workers and supervisors, investment in training, financial benefitsfor staff.
• D) Focus TQM on the areas of the operations that have the greatest impact on customers.

11)For a car, speed, acceleration, fuel consumption, and ride quality are all aspects of which quality characteristic?

• A) Functionality

• B) Reliability

• C) Durability

• D) Appearance

15) Which of the following is an example of a’recovery’ quality characteristic?

• A) Courtesy of contact personnel
• B) Ease of repair
• C) Knowledge of sales staff
• D) Mean time between failures

6) Which function is mainly responsible for ensuring that the actual product or service conforms to its internal y specified quality level?

• A) Marketing
• B) Operations
• C) Finance
• D) Human Resources