Question 1

Root cause analysis uses all of the following tools and methods except

Accepted Answer

A)  Zero Defects
B)  Seven Quality Control Tools
C)  5-Why Technique
D)  DMAIC

Question 2

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is not considered part of Total Quality?

Accepted Answer

A)  A focus on the customers and stakeholders
B)  A process focus
C)  Participation and team work
D)  Six Sigma

Question 4

The dpmo or epmo for a three-sigma quality level is

Accepted Answer

A)  66,807
B)  6,210
C)  233
D)  3.4

Question 5

Because of the amount of resources required, a Kaizen blitz is generally performed outside of normal working hours over several weeks or months.

Accepted Answer

A) True 
 B)False

Question 6

W. Edward Deming believed that productivity would improve by setting numerical quotas.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is true regarding the history of quality management?

Accepted Answer

A)  During the Industrial Revolution, workers on the shop floor began to take on increased responsibility for quality.
B)  Six Sigma was developed in Japan as a cost reduction approach during the 1970s.
C)  Deming's diagram of a value chain emphasized the importance of consumers and suppliers in supporting continuous quality improvement.
D)  Beginning around 1950, Deming and Juran began educating top U.S. managers, which lead to the growth and development of quality management in the U.S.

Question 8

The cost of quality refers to the out of pocket costs that customers incur if they receive a poor quality good or service.

Accepted Answer

A) True 
 B)False

Question 9

Discuss different ways of defining quality and how these differ for goods and services.

Accepted Answer

One definition is fitness for use the ab...

Question 10

Which of the following is not one of W. Edwards Deming's 14 points?

Accepted Answer

A)  Create a vision and demonstrate commitment
B)  Stop making decisions purely on the basis of cost
C)  Eliminate exhortation
D)  The only performance standard is Zero Defects

Question 11

Describe the rationale underlying ISO 9000:2000.

Accepted Answer

ISO 9000 defines quality system standard...

Question 12

Explain the four components of the cost of quality.

Accepted Answer

Quality costs can be organized in the fo...

Question 13

A tool to help determine how a process works and what it is supposed to do is a

Accepted Answer

A)  Run chart
B)  Cause-and-effect diagram
C)  Scatter diagram
D)  Flowchart

Question 14

Define root cause and describe root cause analysis.

Accepted Answer

A root cause is a term use to designate ...

Question 15

All of the following relate to Six Sigma except

Accepted Answer

A)  Clear financial returns
B)  Use of PDSA problem solving approach
C)  Output critical to customers
D)  A stretch goal

Question 16

A tool to help focus on the most significant problems is

Accepted Answer

A)  Flow-charts
B)  Pareto analysis
C)  Cause-and-effect diagram
D)  Scatter diagram

Question 17

ISO 9000:2000 principles consist of all of the following except

Accepted Answer

A)  Involvement of people
B)  Mutually beneficial supplier relationships
C)  Zero defects
D)  System approach to management

Question 18

GE's Six Sigma problem solving approach employs five phases. Which is not one of the phases?

Accepted Answer

A)  Define (
D)  
B)  Measure (M) 
C)  Analyze (
A)  
D)  Improvise (I)

Question 19

The employees in an insurance company's mailroom are responsible for sorting and delivering the incoming U.S. mail to the correct departments. These employees have been receiving numerous complaints that mail is being delivering to the wrong departments. To better understand these complaints, the mailroom employees recorded the number of these complaints they received each day for the last 20 working days (Monday through Friday for the last 4 weeks). The data, in the order of the last 20 working days, is given below.  Plot these data on a run chart. What conclusion can you make about the number of complaints received over the last 4 weeks?

Accepted Answer

The run chart is given below. It is evid...

Question 20

In the SERVQUAL instrument for measuring service quality, the concept of assurance is associated with

Accepted Answer

A)  The ability to convey trust and confidence
B)  Caring and individualized attention
C)  Always providing consistent service
D)  Performing a service quickly and on time

Exam 15: Quality Management

Which of the following is not one of W. Edwards Deming's 14 points?

Correct Answer
verified

GE's Six Sigma problem solving approach employs five phases. Which is not one of the phases?

Correct Answer
verified

Discuss different ways of defining quality and how these differ for goods and services.

Correct Answer
verified
One definition is fitness for use the ab...
View Answer

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

Correct Answer
verified

A tool to help focus on the most significant problems is

Correct Answer
verified

Correct Answer
verified
The run chart is given below. It is evid...
View Answer

The cost of quality refers to the out of pocket costs that customers incur if they receive a poor quality good or service.

Correct Answer
verified

Root cause analysis uses all of the following tools and methods except

Correct Answer
verified

Define root cause and describe root cause analysis.

Correct Answer
verified
A root cause is a term use to designate ...
View Answer

All of the following relate to Six Sigma except

Correct Answer
verified

Which of the following is true regarding the history of quality management?

Correct Answer
verified

Which of the following is not considered part of Total Quality?

Correct Answer
verified

A tool to help determine how a process works and what it is supposed to do is a

Correct Answer
verified

ISO 9000:2000 principles consist of all of the following except

Correct Answer
verified

Explain the four components of the cost of quality.

Correct Answer
verified
Quality costs can be organized in the fo...
View Answer

Because of the amount of resources required, a Kaizen blitz is generally performed outside of normal working hours over several weeks or months.

Correct Answer
verified

Describe the rationale underlying ISO 9000:2000.

Correct Answer
verified
ISO 9000 defines quality system standard...
View Answer

In the SERVQUAL instrument for measuring service quality, the concept of assurance is associated with

Correct Answer
verified

The dpmo or epmo for a three-sigma quality level is

Correct Answer
verified

W. Edward Deming believed that productivity would improve by setting numerical quotas.

Correct Answer
verified

Exam 15: Quality Management

Which of the following is not one of W. Edwards Deming's 14 points?

Correct AnswerverifiedShow Answer

GE's Six Sigma problem solving approach employs five phases. Which is not one of the phases?

Correct AnswerverifiedShow Answer

Discuss different ways of defining quality and how these differ for goods and services.

Correct AnswerverifiedOne definition is fitness for use the ab...View AnswerShow Answer

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

Correct AnswerverifiedShow Answer

A tool to help focus on the most significant problems is

Correct AnswerverifiedShow Answer

Correct AnswerverifiedThe run chart is given below. It is evid...View AnswerShow Answer

The cost of quality refers to the out of pocket costs that customers incur if they receive a poor quality good or service.

Correct AnswerverifiedShow Answer

Root cause analysis uses all of the following tools and methods except

Correct AnswerverifiedShow Answer

Define root cause and describe root cause analysis.

Correct AnswerverifiedA root cause is a term use to designate ...View AnswerShow Answer

All of the following relate to Six Sigma except

Correct AnswerverifiedShow Answer

Which of the following is true regarding the history of quality management?

Correct AnswerverifiedShow Answer

Which of the following is not considered part of Total Quality?

Correct AnswerverifiedShow Answer

A tool to help determine how a process works and what it is supposed to do is a

Correct AnswerverifiedShow Answer

ISO 9000:2000 principles consist of all of the following except

Correct AnswerverifiedShow Answer

Explain the four components of the cost of quality.

Correct AnswerverifiedQuality costs can be organized in the fo...View AnswerShow Answer

Because of the amount of resources required, a Kaizen blitz is generally performed outside of normal working hours over several weeks or months.

Correct AnswerverifiedShow Answer

Describe the rationale underlying ISO 9000:2000.

Correct AnswerverifiedISO 9000 defines quality system standard...View AnswerShow Answer

In the SERVQUAL instrument for measuring service quality, the concept of assurance is associated with

Correct AnswerverifiedShow Answer

The dpmo or epmo for a three-sigma quality level is

Correct AnswerverifiedShow Answer

W. Edward Deming believed that productivity would improve by setting numerical quotas.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
One definition is fitness for use the ab...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
The run chart is given below. It is evid...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
A root cause is a term use to designate ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Quality costs can be organized in the fo...
View Answer

Correct Answer
verified

Correct Answer
verified
ISO 9000 defines quality system standard...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified