wayground logo

Free Printable Worksheets

NEW

Font size

S
M
L
XL
Worksheets

17 Quality Management

Total questions: 65

Worksheet time: 1hrs 5mins

Name
Class
Date
1.

9) Step 5 of quality planning and control involves:

a)

A) Deciding how to measure each quality characteristic

b)

B) Control ing quality against set standards

c)

C) Continuing to make improvements to quality

d)

D) Finding and correcting causes of poor quality

2.

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

a)

A) Type I Error

b)

B) Positive Distortion Error

c)

C) Negative Distortion Error

d)

D) Type II Error

3.
25) Which of the following is NOT a decision involved in Step 4 of quality planning and control?
a)
A) Should customers check the product or the service provider?
b)
B) Where in the operation should checks be made?
c)
C) How should checks be performed?
d)
D) Should checks be made for every product or service?
4.
4) Which of the following is an indirect benefit of improved quality?
a)
A) Improved image
b)
B) Reduced cost of inspection
c)
C) Reduced inventory
d)
D) Reduced scrap
5.

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)

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

b)

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

c)

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

d)

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

6.
8) What term is used to describeproducing a product or providing a service toits design specification?
a)
A) Conformance to specification
b)
B) Designed quality achievement
c)
C) Specified quality
d)
D) Output quality
7.
28) What factors appear to be-influential in ensuring the success of TQM?
a)
A) Quality strategy, top management-support, a steering group, appropriate training and recognition and reward.
b)
B) Motivate the workforce through a programme of hype, slogans and exhortations.
c)
C) Committed workers and supervisors, investment in training, financial benefitsfor staff.
d)
D) Focus TQM on the areas of the operations that have the greatest impact on customers.
8.

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

a)

A) Functionality

b)

B) Reliability

c)

C) Durability

d)

D) Appearance

9.
15) Which of the following is an example of a’recovery’ quality characteristic?
a)
A) Courtesy of contact personnel
b)
B) Ease of repair
c)
C) Knowledge of sales staff
d)
D) Mean time between failures
10.
6) Which function is mainly responsible for ensuring that the actual product or service conforms to its internal y specified quality level?
a)
A) Marketing
b)
B) Operations
c)
C) Finance
d)
D) Human Resources
11.
29)TQM lays particular emphasis on which one of the following areas?
a)
A) Getting the customer-facing part-of the operation right.
b)
B) Meeting the needs of customers,covering al parts of the organization, continuous improvement.
c)
C) Business Process Re-engineering.
d)
D) Delighting the customer.
12.

30) Top-management support is vital to the success of TQM implementation. Which statement best represents the role of top management?

a)

A) Insist that TQM is seen as an important, but separate, activity and as a worthy end in itself.

b)

B) Understand the principles and techniques of quality, participate in problem-solving processes, formulate and maintain a clear idea of what quality means.

c)

C) Involve themselves in quality teams and regularly meet with customers to understand quality issues.

d)

D) Articulate the quality strategy and empower and exhort the workforce toimplement it.

13.
1) The Operations view of quality is ‘quality is consistent conformance to customers’ expectations’.By this it is meant that:
a)
A) The product will be seen as synonymous with innate excellence
b)
B) Anything the customer wants and desires should be provided by the organization
c)
C) There are clear specifications consistently met that provide customers with what they would realistically believe they should receive
d)
D) The product must be right every time, irrespective of cost to the operation
14.
5) Which of the following is an indirect benefit of quality improvements?
a)
A) Reduced inventory
b)
B) Reduced service costs
c)
C) Increased scale economies
d)
D) Reduced processing time
15.
7) Which function is mainly responsible for ensuring that promises made to customersconcerning the product or service can be delivered by the operation in reality?
a)
A) Human Resources
b)
B) Finance
c)
C) Marketing
d)
D) Operations
16.

12)For a car, the knowledge and courtesy of sales staff are what quality characteristic?

a)

A) Recovery

b)

B) Reliability

c)

C) Contact

d)

D) Durability

17.
24) Why are disaggregated measures of quality not always useful in services?
a)
A) Because disaggregated measures are complicated to use.
b)
B) Because measurement is less important than customer loyalty.
c)
C) Because some aspects of service can’t be measured.
d)
D) Because services are tangible.
18.
13)For an aircraft journey, keeping to published flight times is a ________ characteristic.
a)
A) Durability
b)
B) Functionality
c)
C) Recovery
d)
D) Reliability
19.
20) Which of the following is a product, service, and website characteristic for an online grocery shopping service?
a)
A) Site uptime
b)
B) Staff attitude
c)
C) Shelf life
d)
D) Product range
20.

42) Which of the following is a criticism of the TQM approach?

a)

A) It focuses too much on external failure costs.

b)

B) It results in the loss of jobs.

c)

C) It results in higher costs of internal failure.

d)

D) It is incompatible with more radical approaches such as business process re-engineering.

21.

10)Step 2 of quality planning and control involves:

a)

A) Defining quality characteristics

b)

B) Finding and correcting poor quality

c)

C) Control ing quality against set standards of quality

d)

D) Deciding how to measure each quality characteristic

22.
31)The specific concernsof total quality management(TQM) do NOT include:
a)
A) Developing a continuous process of improvement
b)
B) Getting things ‘right the first time’
c)
C) Examining al costsrelating to quality
d)
D) Developing systems and procedures that support quality and improvement.
e)
E) Cutting backon output togive preferenceto quality
23.
36) Which one of the following would normal y be considered as one of the ‘costs-of quality’?
a)
A) The Economic Order Quantity
b)
B) Appraisal costs
c)
C) Relocation costs
d)
D) Purchase order discounts
e)
E) Performance-related pay
24.
35) Which one of the following would normal y be considered as one of the ‘costs-of quality’?
a)
A) Stockholding costs
b)
B) Marketing costs
c)
C) Internal failure costs
d)
D) Distribution costs
e)
E) Research and development costs
25.

32)Total quality management(TQM) programs are less likely to remain effective if:

a)

A) TQM becomes a substitute for normal managerial leadership

b)

B) Quality improvement relates to the operation’s performance objectives

c)

C) Slogans and exhortations about TQM’s effectiveness are avoided

d)

D) TQM does not become a separate ‘bolt-on’ set of activities

e)

E) The term’quality’ is notdefined toonarrowly

26.

14) Which of the following quality characteristics does NOT relate to ‘durability’?

a)

A) Keeping to published flight times.

b)

B) Useful life (with repair).

c)

C) Keeping up with industry trends.

27.
45) The implied cost modelsof TQM are quite similar to thoseused in the traditional approach to quality
a)
A) True
b)
B) False
28.
41)The TQM Model looks for ‘optimum’ levels of quality effort.
a)
A) True
b)
B) False
29.
33) TQM approach assertsthat there is an optimum amount of quality effort to be applied in any situation, which minimises the total costs of quality.
a)
A) True
b)
B) False
30.
27) Acceptance sampling is concerned with sampling the process during the production of goods or the delivery of service.
a)
A) True
b)
B) False
31.
2) The product-based approach is concerned with making products or providing services that are free of error and that conform precisely to their design specification.
a)
A) True
b)
B) False
32.
18)Reliability means-the total useful life of the product or service, assuming occasional repair or modification.
a)
A) True
b)
B) False
33.

44) TQM puts the customer at the forefront of quality decision-making. Customer’s needs and expectations are always considered first in measuring achieved quality.

a)

A) True

b)

B) False

34.
43) TQM can be seenas an extension of the traditional approach to quality - inspection-based quality control being replaced by the concept of quality assurance which in turn hasbeensuperseded by TQM.
a)
A) True
b)
B) False
35.
40) The TQM model looks toreduce al known and unknown failure costs.
a)
A) True
b)
B) False
36.
39) A criticism of the ‘traditional’ TQM approach is that it assumesthat costs are known and measurable.
a)
A) True
b)
B) False
37.
38)Internal failure costs are costs associated with errors that are dealt with inside the operation.
a)
A) True
b)
B) False
38.
37)The TQM approach suggests-that each individual has an impact on quality.
a)
A) True
b)
B) False
39.
3) The value-based approach takes the manufacturing definition a stage further and defines quality in terms of cost and price.
a)
A) True
b)
B) False
40.
23) Many factors lost by disaggregating quality characteristics are those embedded in the design of the product.
a)
A) True
b)
B) False
41.
22)The process of disaggregating quality characteristics into their measurable components can result in characteristics losing some of their meaning.
a)
A) True
b)
B) False
42.

21)Staff attitude, delivery vehicle appearance, and service reliability are all delivery service characteristics for an online grocery shopping service.

a)

A) True

b)

B) False

43.
19) Contact refers to the nature of the person-to-person contact which might take place.
a)
A) True
b)
B) False
44.
17)Reliability is the consistency of the product’s or service’s performance over time.
a)
A) True
b)
B) False
45.
16)Functionality means-how well the product or service does its job.
a)
A) True
b)
B) False
46.
9) If a batch of products is deemed to be unsatisfactory and withdrawn, but is in fact of an acceptable standard to sell, what type of error has occurred?
a)
A) Type I Error
b)
B) DeterminationError
c)
C) TypeIII Error
d)
D) Type II Error
47.
12) The range of weights that can be tolerated by the operation is called the:
a)
A) Specification range
b)
B) Range of tolerance
c)
C) Variable control limit
d)
D) Acceptable mean
48.
7) Errors that occur when something is done, when a situation did not warrant it are called:
a)
A) Type I Errors
b)
B) Type III Errors
c)
C) Type II Errors
d)
D) None of the above
49.
3) Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In the following scenario determine whether the occurrences should be seen as assign to intervene: Alternating points either side of the mean.
a)
A) Intervene
b)
B) Do not intervene
50.
1) Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In the following scenario determine whether the occurrences should be seen as assign to intervene: 1point over the control limit.
a)
A) Intervene
b)
B) Do not intervene
51.
17) Which of the following is a criticism of the Six Sigma approach?
a)
A) It is too technology-focused.
b)
B) It can be too hierarchical.
c)
C) It results in the reduction of workforce.
d)
D) It increases costs of external failure.
52.
17) Which of the following is a criticism of the Six Sigma approach?
a)
A) It is too technology-focused.
b)
B) It can be too hierarchical.
c)
C) It results in the reduction of workforce.
d)
D) It increases costs of external failure.
53.
16)In the Six Sigma approach, what is the name of those who work within improvement teams, possibly as team leaders?
a)
A) Master Black Belt
b)
B) GreenBelt
c)
C) Black Belt
d)
D) Master Green Belt
54.
16)In the Six Sigma approach, what is the name of those who work within improvement teams, possibly as team leaders?
a)
A) Master Black Belt
b)
B) GreenBelt
c)
C) Black Belt
d)
D) Master Green Belt
55.

2) Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In the following scenario determine whether the occurrences should be seen as assign to intervene: 3 points one side of the line, followed by 2 points the other side, followed by 1 back the other side.

a)

A) Intervene

b)

B) Do not intervene

56.
4) The range (R) chart picks up changes in the average output from the process.
a)
A) True
b)
B) False
57.
10) Which of the following methods focus on assessing whether an incoming or outgoing batch of materials or customers is acceptable or not?
a)
A) Statistical Process Control
b)
B) Production Assessment
c)
C) AcceptanceSampling
d)
D) Al of the above
58.
11)Statistical Process Control (SPC) is concerned with:
a)
A) Assessing the ability of customers to cope with new service layouts
b)
B) Assessing the quality of outgoing batches
c)
C) Sampling the process during production
d)
D) Assessing the acceptability of incoming materials
59.
15)If the process-average is offset from the specification range, this is termed:
a)
A) Lop-sided capability
b)
B) Incapability
c)
C) One-sided-capability
d)
D) Deterministic capability
60.
15)If the process-average is offset from the specification range, this is termed:
a)
A) Lop-sided capability
b)
B) Incapability
c)
C) One-sided-capability
d)
D) Deterministic capability
61.
13) UTL stands for:
a)
A) Upper Component Target
b)
B) Unique Component Tolerance
c)
C) Upper Control Tolerance
d)
D) Unnecessary Control Target
62.
6) What name is given to quality characteristics which can assessed by judgement and are dichotomous (e.g. looks OK /not OK)?
a)
A) Variables
b)
B) Components
c)
C) Attributes
d)
D) Vectors
63.
14) If the natural variation of the process is greater than the specification range, which of the following is true?
a)
A) The process can be termed ‘deviant’.
b)
B) The process can be termed ‘control ed’.
c)
C) The process can be termed ‘capable’.
d)
D) The process can be-termed ‘not capable’.
64.
8) Errors that occur when nothing is done, but when something should have been done, are referred to as:
a)
A) Positive Distortion Errors
b)
B) Type I Errors
c)
C) Negative Distortion Errors
d)
D) Type II Errors
65.

5) Statistical Process Control is concerned with:

a)

A) Measuring and controlling process variations

b)

B) Measuring the amount of re-work required to rectify faulty goods

c)

C) Determining the efficiency of an operations system

d)

D) Identifying the security needs of an operations system

e)

E) Inspecting goods before despatch

Similar Resources on Wayground

GCSE Music - Samba

61 questions

GCSE Music - Samba

quiz

Worksheet

•

KG - University

JP Music Instruments & Voices

60 questions

JP Music Instruments & Voices

quiz

Worksheet

•

KG - 12th Grade

TAJUK & MESEJ, MOTIF, IDEA & KONSEP, DESIGNOMIC TING 1

60 questions

TAJUK & MESEJ, MOTIF, IDEA & KONSEP, DESIGNOMIC TING 1

quiz

Worksheet

•

1st Grade

PRJM 62-120

60 questions

PRJM 62-120

quiz

Worksheet

•

1st Grade

Pokemon Kanto Region

60 questions

Pokemon Kanto Region

quiz

Worksheet

•

KG - Professional Dev...

SBdP_Kelas5

60 questions

SBdP_Kelas5

quiz

Worksheet

•

1st - 5th Grade

one pice

65 questions

one pice

quiz

Worksheet

•

1st Grade

HORT 203 ID Quiz

69 questions

HORT 203 ID Quiz

quiz

Worksheet

•

KG - University