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WorksheetsOperation Management - Prefinals
Total questions: 39
Worksheet time: 3hrs 13mins
"Quality" is defined by the customer as:
A product-based definition of quality
An unrealistic definition of quality
A manufacturing-based definition of quality
A user-based definition of quality
Which quality expert believed that ‘quality is free’?
Philip Crosby
Joseph M. Juran
W. Edwards Deming
None of the above
Inspection, scrap, and repair are examples of
External failure costs
Appraisal costs
Prevention costs
Internal failure costs
What is the basis in deciding in terms of decision making in TQM?
Opinions only
Facts only
Both opinions and facts
Neither opinions nor facts
Six sigma needs:
Process knowledge
An indulging mindset
Action on causes of defects
All of the above
Most auto accidents are
Caused by bad design
At 6 sigma level
Caused by chance
Preventable
The Baldrige Award is
An ISO 9000 requirement
Indication of no competition
Indication that TQM programs are effective
All of the above
Cause-effect diagram is used in
Problem identification
Field visits
Problem analysis
Vendor surveys
Seven tools consist of
Histogram
Workers' toolkit
Team meetings
Management meeting regularly with workers
ISO 9000 determines
The kind of control chart to be used
If vendors are performing well
If the company practices its written procedures
Random causes of variation
Quality is wanting generally because
Workers lack team spirit
No competition exists
People don’t know statistics
All of the above
Plan-do-study-act cycle is a procedure to ______________
Overall improvement
Continuous improvement
Permanent improvement
Immediate improvement
Which of the following is NOT an objective of Total Quality Management?
Continuous Operational Improvement
View answer
Continuous Cost Reduction
Reducing manpower
Customer Satisfaction
Who are the least experienced individuals in a six sigma improvement project?
Green Belt
Red Belt
Master Black Belts
Black Belts
Total Quality Management (TQM) focuses on
Employees
Customer
Both A and B
None of the above
Which of the following is NOT a challenge when focusing on the customer?
To identify what customers want from the good or service
To identify the gap between what customers want and what they actually get
To identify what the company actually provides
All of the above
A major cause of poor-quality finished goods is caused by:
Poor management technique
Poor quality component parts
Unrealistic goal-setting
Lack of employees
______ refers to the degree to which the product or service design specifications.
Conformance quality
Design quality
Quality at the source
Dimensions of quality
All of the following are the basic assumptions in justifying the analysis of the cost of quality, except:
failures are caused
prevention is cheaper
performance can be measured
quality is common
I. ISO 9000 was developed to control the impact of an organization’s activities and outputs on the environment.
II. ISO 14000 is a series of standards agreed upon by the International Organization for Standardization (ISO).
True; False
False; False
True; True
False; True
I. The best certification of a firm is through a third party.
II. ISO 9000 consist of five primary parts numbered as 9000 through 9004.
True; False
True; True
False; True
False; False
The most important factor for the success of six sigma projects is:
Leadership support
Team support
Teamwork
Inter-department organization
The main purpose of the analyze phase is to:
Identify possible solutions
Create a pilot plan
Identify and validate root causes
All of the above
All of the following are the principles of TQM, except:
Focus on the customer
Improve continuously
Have a strategic approach to improvement
Adopting and communicating about tqm
I. External customers consume the organization‘s product or service.
II. External customers are employees who receive the output of other employees.
True; False
False; False
True; True
False; True
It is called as the small, incremental improvement that occurs on a regular basis will eventually add up to vast improvement in quality.
Continuous Improvement
Employee involvement
Focus on the customer
Customer improvement
Tells how a product looks, feels, sounds, smells or tastes.
Aesthetics
Conformance
Durability
Features
"The consumer is the most important part of
the production line. Quality should be aimed at the needs of the consumer, present and future." comes from:
W. Edwards Deming
Joseph M. Juran
Philip Crosby
Malcolm Baldrige
________ is a key factor in developing trust and relationship faster.
Responsiveness
Courtesy
Consistency
Completeness
They ensure proper allocation of responsibilities to all to achieve the organization goals.
Top management
Line management
Staff management
Bottom management
The final determination of quality is
fitness for use
Producer's perspective
Consumer's perspective
Marketing
Achieving quality of conformance depends on a number of factors, except:
Performance level of machinery
Materials used
Training and supervision of employees
Employees make mistakes
An important consideration from the consumer's perspective of product quality is ______.
market
product or service price.
raw materials
finished product
______ the degree to which a product meets pre-established standards.
Conformance
Performance
Serviceability
Other perceptions
According to Garvin:
“Quality is an unusually slippery concept, easy to visualize and yet exasperatingly difficult to define.”
"Quality is conformance to standards, specifications or requirements"
Quality is concerned with meeting or exceeding customer expectations
Quality means delighting the customer
Why is quality required in products and services today ?
"You don't inspect quality into a product; you have to build it in."
Discuss the implications of this statement.
Is being an ISO certified company beneficial? Defend your answer.
What are you grateful for today?
