Managing Operations Across the Supply Chain 4Th Edition By Morgan Swink - Test Bank
digital downloadTest Bank

Managing Operations Across the Supply Chain 4Th Edition By Morgan Swink - Test Bank

Managing Operations Across the Supply Chain 4Th Edition By Morgan Swink - Test Bank   Instant Download - Complete Test Bank With Answers     Sample Questions Are Posted Below   Managing Ops Across the Supply Chain, 4e (Swink) Chapter 6  Managing Quality   1) In its promotional material for bed linens, Scarsdale Corporation states …

$19.99

Managing Operations Across the Supply Chain 4Th Edition By Morgan Swink – Test Bank

 

Instant Download – Complete Test Bank With Answers

 

 

Sample Questions Are Posted Below

 

Managing Ops Across the Supply Chain, 4e (Swink)

Chapter 6  Managing Quality

 

1) In its promotional material for bed linens, Scarsdale Corporation states that all sheets and pillowcases sold to customers should have and actually do have a thread count of exactly 600 threads per inch. Scarsdale is apparently emphasizing:

  1. A) Design quality.
  2. B) Conformance quality.
  3. C) Product quality.
  4. D) Reliability.
  5. E) Total quality management.

 

Answer:  B

Explanation:  Conformance quality is meeting design specifications.

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Apply

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

2) Which of the following statements is false?

  1. A) Quality dimensions are easy to measure for tangible goods, while they are difficult to measure for services.
  2. B) Many dimensions of service quality are similar to the dimensions of quality for tangible goods.
  3. C) Some firms still have a poor understanding of quality and quality management.
  4. D) All of these are false.

 

Answer:  A

Explanation:  Both tangible goods and services have aspects of quality that are measurable and others that are subjective and difficult to assess.

Difficulty: 1 Easy

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

3) Stu Johnson, CEO of Johnson, Inc., attended a seminar on Total Quality Management. Which of the following is NOT something he is likely to have learned at that seminar?

  1. A) Some aspects of quality are difficult to measure because they depend on customers’ judgments.
  2. B) Quality is primarily the responsibility of operations management.
  3. C) Quality results from design as well as operations and delivery.
  4. D) Cross-functional teams are important in TQM decision making.
  5. E) He is likely to have learned all of these things.

 

Answer:  B

Explanation:  Quality is not only the responsibility of operations management; all functions are responsible for quality. The other statements are true (see the text).

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-02 Explain the roles that operations and other functional managers play in determining product quality.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

4) The idea that variability is the source of most quality problems was a major contribution of which quality management thought leader?

  1. A) Juran
  2. B) Imai
  3. C) Crosby
  4. D) Deming

 

Answer:  D

Explanation:  The idea that variability was the source of most quality problems originated with W. Edwards Deming.

Difficulty: 1 Easy

Topic:  TQM: A Total View of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

5) “Zero defects” is a concept of quality management of which thought leader?

  1. A) Deming
  2. B) Juran
  3. C) Crosby
  4. D) Imai

 

Answer:  C

Explanation:  Phillip Crosby’s quality programs were built on the concept of zero defects.

Difficulty: 1 Easy

Topic:  TQM: A Total View of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

6) Sanford Corp. bought new technological systems to inspect the quality of products as they come off the production line. The expense of operating these systems would be an example of which of the following types of quality-related costs?

  1. A) Internal failure cost
  2. B) Appraisal cost
  3. C) External failure cost
  4. D) Prevention cost

 

Answer:  B

Explanation:  Inspection is an appraisal cost.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Apply

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

7) Xanadu Inc. decided to increase the training received by new employees. The expense of this training is an example of which of the following costs of quality?

  1. A) Appraisal costs
  2. B) External failure costs
  3. C) Internal failure costs
  4. D) Prevention costs
  5. E) Quality control costs

 

Answer:  D

Explanation:  Training is an expense aimed at defect prevention.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

8) The TQM view of organizational structure states that:

  1. A) Employees must support management decisions.
  2. B) Management must support employees.
  3. C) Customers want quality products.
  4. D) Middle management must support and enforce top management decisions.

 

Answer:  B

Explanation:  The TQM view is that managers must support workers, not the other way around.

Difficulty: 1 Easy

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

9) All of the following represent external failure cost EXCEPT the cost of:

  1. A) Scrapping defective raw material.
  2. B) Repairing items covered by warranty.
  3. C) Replacing defective items found by customers.
  4. D) Loss of goodwill and reputation.

 

Answer:  A

Explanation:  Scrapping raw material is an internal failure cost. The others are external failure costs.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Apply

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

10) “Quality at the source” suggests quality should be:

  1. A) Built into the product.
  2. B) Inspected at multiple points.
  3. C) Ensured by the quality control lab.
  4. D) An inspector’s function.

 

Answer:  A

Explanation:  The “quality at the source” philosophy is opposed to the idea that quality comes from thorough inspection after the fact.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

11) Phil Bord is a CEO for a large auto manufacturer and is interested in improving the product quality. Phil had overheard his friend mention Six Sigma. Considering that Phil has no idea what Six Sigma is, what are some key points to help Phil out?

  1. A) Six sigma quality means that he would have exactly half as many quality defects as he would have with three sigma quality.
  2. B) To achieve truly world-class quality and performance, we need to focus on individual employee job functions.
  3. C) Six sigma quality is the result of a well-defined and structured process.
  4. D) All of these.

 

Answer:  C

Explanation:  Six Sigma is an approach that seeks to use projects to eliminate causes of defects and variation in processes.

Difficulty: 2 Medium

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-06 Compare and contrast various quality standards and certification programs.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

12) At the heart of the Six Sigma program is a five-step process called D-M-A-I-C. These letters denote a major activity that must be completed to achieve the objectives of Six Sigma. These activities are:

  1. A) Define, Measure, Analyze, Improve, and Control.
  2. B) Define, Measure, Analyze, Inquire, and Compare.
  3. C) Define, Measure, Analyze, Involve, and Cost.
  4. D) Define, Measure, Analyze, Improve, and Compare.

 

Answer:  A

Explanation:  The acronym DMAIC stands for: Define, Measure, Analyze, Improve, and Control.

Difficulty: 1 Easy

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

13) ISO 9000 defines a set of internationally accepted standards for:

  1. A) Product quality.
  2. B) Quality control.
  3. C) Operations management quality.
  4. D) Business quality management.

 

Answer:  D

Explanation:  ISO 9000 is a broad set of standards applied to business quality management, not just product quality, quality control, or operations management.

Difficulty: 1 Easy

Topic:  Certifying Progress in Quality Management

Learning Objective:  06-06 Compare and contrast various quality standards and certification programs.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

14) Which of the following statements is most true regarding ISO 9000?

  1. A) ISO 9000 was designed specifically for the electronics industry
  2. B) ISO 9000 is a quality award given by the U.S. government
  3. C) ISO 9000 tells management specifically how to ensure quality
  4. D) None of these statements is true.

 

Answer:  D

Explanation:  All of these statements are false.

Difficulty: 2 Medium

Topic:  Certifying Progress in Quality Management

Learning Objective:  06-06 Compare and contrast various quality standards and certification programs.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

15) Which of the following statements that might be made by a business executive best expresses the overall philosophy of Total Quality Management?

  1. A) “We’ve achieved Six Sigma. That’s good enough.”
  2. B) “There’s always room for improvement.”
  3. C) “The workers need to work harder to prevent quality problems.”
  4. D) “We never sell defective products to customers.”

 

Answer:  B

Explanation:  Continuous process improvement should be every employee’s job.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

16) If a product includes features that customers care most about, we would say that it has high:

  1. A) Conformance quality.
  2. B) Design quality.
  3. C) Reliability.
  4. D) Aesthetics.

 

Answer:  B

Explanation:  Design quality occurs when product features meet customers’ desires and needs.

Difficulty: 1 Easy

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

17) If a tangible good or service performs the promised function dependably, we say that it has high:

  1. A) Conformance.
  2. B) Durability.
  3. C) Reliability.
  4. D) Perceived quality.

 

Answer:  C

Explanation:  Reliability is the length of time (or number of instances) a product performs as planned before a failure occurs.

Difficulty: 1 Easy

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

18) Why is product quality sometimes poorly defined in a firm?

  1. A) Managers are not clear on what characteristics customers care most about.
  2. B) Holistic measures of quality are difficult to develop.
  3. C) Managers in different functional areas tend to emphasize different dimensions of quality.
  4. D) All these answers are correct.

 

Answer:  D

Explanation:  There are many reasons that quality might be poorly defined in a firm. Almost all of the reasons have their root in inattentive top management.

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-02 Explain the roles that operations and other functional managers play in determining product quality.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

19) When buying from suppliers, what decisions do supply managers make that potentially impact quality?

  1. A) Design of manufacturing and service processes
  2. B) Design of contracts and associated incentives and penalties
  3. C) Design of packaging
  4. D) Design of product prototyping procedures

 

Answer:  B

Explanation:  Supply managers also potentially impact quality management of and interaction with suppliers

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-02 Explain the roles that operations and other functional managers play in determining product quality.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

20) Which of the following is NOT a core value of TQM?

  1. A) Prevention is better than inspection.
  2. B) Problem solving should occur at the lowest organizational levels possible.
  3. C) Quality assurance managers should have the most power in the organization.
  4. D) Product quality should be viewed holistically.

 

Answer:  C

Explanation:  Workers at the lowest levels should be empowered to prevent and solve problems when they occur.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

21) The types of costs included in a cost of quality analysis include:

  1. A) Production, delivery, and marketing.
  2. B) Internal and external.
  3. C) Direct and indirect.
  4. D) Prevention, appraisal, and failure.

 

Answer:  D

Explanation:  Prevention, appraisal, and failure costs are included in a cost of quality analysis.

Difficulty: 1 Easy

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

22) Maxmo Corporation identified the following costs for the most recent fiscal year:

 

Vendor evaluation = $20,000

 

Design engineering = $100,000

 

Scrap = $15,000

 

Training = $30,000

 

Warranty = $40,000

 

What was Maxmo’s total prevention cost for the year?

  1. A) $205,000
  2. B) $85,000
  3. C) $55,000
  4. D) $150,000

 

Answer:  D

Explanation:  Vendor evaluation, design engineering, and training are all prevention costs. Scrap and warranty are failure costs.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Apply

AACSB:  Analytical Thinking

Accessibility:  Keyboard Navigation

 

 

 

23) If a company spends more on prevention, what would be the expected impact on other costs of quality?

  1. A) Appraisal costs will go up.
  2. B) Failure costs will go down.
  3. C) Failure costs will go up.
  4. D) Other costs will be unaffected.

 

Answer:  B

Explanation:  Appraisal costs are a choice, independent of prevention costs, whereas failure costs are likely to go down with well-framed prevention efforts. Some costs need to be impacted, otherwise the investment in prevention cost is not of any value.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Apply

AACSB:  Analytical Thinking

Accessibility:  Keyboard Navigation

 

24) The Plan-Do-Check-Act cycle is best defined as:

  1. A) A rigorous procedure for strategic planning.
  2. B) A method used to guide problem identification and solution.
  3. C) A method first proposed by Joseph Juran.
  4. D) All of these statements apply to the definition.

 

Answer:  B

Explanation:  PDCA is a simple problem-solving method, also called the “Deming wheel.”

Difficulty: 1 Easy

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-06 Compare and contrast various quality standards and certification programs.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

25) The focus of the first step in the DMAIC process is on:

  1. A) Process variability.
  2. B) Cost.
  3. C) Critical-to-quality characteristics.
  4. D) Problem solving.

 

Answer:  C

Difficulty: 1 Easy

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

26) An application of the DMAIC process to product design is known as:

  1. A) Design for Six Sigma.
  2. B) Design for Quality.
  3. C) Quality Function Deployment.
  4. D) None of these answers are correct.

 

Answer:  A

Explanation:  The acronym DMAIC stands for: Define, Measure, Analyze, Improve, and Control. In turn, design for six-sigma aims to develop products that fit the six-sigma processes. DMAIC is centered on continuous improvement, which is the ultimate goal of any six-sigma process. Design for six-sigma is like DMAIC but applied to product design rather than improvement of existing products and processes.

Difficulty: 1 Easy

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

27) The managers of a production line that fills cereal boxes would like to reach a Six Sigma level of quality in terms of product weight. The desired range of output extends from 10 to 16 ounces. In order to reach Six Sigma quality, what would the maximum standard deviation of output need to be?

  1. A) 1 ounce
  2. B) 2 ounces
  3. C) 0.5 ounces
  4. D) Not enough information is given to answer the question.

 

Answer:  C

Explanation:  In order to reach Six Sigma quality, the specification range needs to be at least 12 standard deviations wide. 6 oz/12 = 0.5oz.

Difficulty: 2 Medium

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Analyze

AACSB:  Analytical Thinking

Accessibility:  Keyboard Navigation

 

28) A process with Six Sigma quality is expected to produce how many defects?

  1. A) 3.4 defects per million opportunities
  2. B) 6 defects per million opportunities
  3. C) 66,807 defects per million opportunities
  4. D) Zero defects

 

Answer:  A

Explanation:  Six Sigma quality means 3.4 defects per million opportunities.

Difficulty: 1 Easy

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

29) XYZ distribution center receives 1,000 deliveries each day. Arrivals are on time if they are within plus or minus 10 minutes of the targeted arrival. In order to have only 3.4 late or early arrivals per million deliveries, what would the standard deviation of arrival times need to be?

  1. A) 3.33 minutes
  2. B) 0.83 minutes
  3. C) 1.67 minutes
  4. D) 6.67 minutes

 

Answer:  C

Explanation:  In order to reach Six Sigma quality, the specification range needs to be at least 12 standard deviations wide. 20/12 = 1.67

Difficulty: 2 Medium

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Analyze

AACSB:  Analytical Thinking

Accessibility:  Keyboard Navigation

 

30) Implementation of a Six Sigma program typically involves:

  1. A) Applying for the Malcolm Baldrige Award.
  2. B) Setting up training at various levels including green belt and black belt training.
  3. C) A cost of quality analysis.
  4. D) None of these are usually involved in implementing Six Sigma.

 

Answer:  B

Explanation:  Six Sigma starts with training at different levels.

Difficulty: 1 Easy

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

31) “Product quality” is best explained as:

  1. A) The result of both design quality and conformance quality
  2. B) Absence of defect
  3. C) Customer satisfaction
  4. D) Desirable features

 

Answer:  A

Explanation:  Product quality is a product’s fitness for consumption, which is determined by both its’ design and conformance quality.

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

32) “Quality management” is:

  1. A) A measure of how well managers achieve goals
  2. B) An approach that develops culture and tools with a focus on quality
  3. C) Six sigma
  4. D) The achievement of all dimensions of quality

 

Answer:  B

Explanation:  Quality management establishes an organizational focus on quality—developing an organizational culture of quality and equipping employees with appropriate quality management tools.

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

33) Bill wants to purchase a new machine that is expected to hold tighter tolerances on production parts.  What functional managers are likely to have a stake in this decision?

  1. A) Logistics, Human Resources, Manufacturing
  2. B) Engineers, Manufacturing, Marketing
  3. C) Finance, Manufacturing, Engineering
  4. D) Sales, Finance, Logistics

 

Answer:  C

Explanation:  Process engineers, manufacturing management, and financial management will all have input to the decision to purchase new equipment.

Difficulty: 3 Hard

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-02 Explain the roles that operations and other functional managers play in determining product quality.

Bloom’s:  Apply

AACSB:  Analytical Thinking

Accessibility:  Keyboard Navigation

 

34) Ted wants to hire more inspection personnel to insure that all products shipped are free of defects. What TQM core value would this action violate?

  1. A) Workers are more valuable than managers
  2. B) Prevention is better than rework
  3. C) Better quality leads to long term success
  4. D) A PDCA cycle should always be followed

 

Answer:  B

Explanation:  TQM emphasis is on prevention of defects, not inspection to find defects.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

35) In a Cost of Quality analysis, “failure costs” refers to:

  1. A) Costs associated with defects
  2. B) Costs of not achieving goals
  3. C) Costs of not considering customer needs
  4. D) Costs associated with mistakes

 

Answer:  A

Explanation:  Failure costs are costs that arise from defects found in products either before or after the product reaches the customer.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

36)

           
Training $ 10,000 Rework $ 30,000
Material scrap $ 20,000 Product redesign $ 40,000
Warranty $ 50,000 Process improvement $ 10,000

 

After digging through many expense reports, Marsha identified the costs shown above.  If these costs are accurate, then the total cost of prevention would be:

  1. A) $160,000
  2. B) $80,000
  3. C) $60,000
  4. D) $100,000

 

Answer:  C

Explanation:  Training, product redesign and process improvement costs are related to defect prevention, so the total is: $10,000 + $40,000 + $10,000 = $60,000

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-04 Perform a cost of quality analysis.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

37) Which of the following statements is NOT consistent with core values of TQM?

  1. A) Front line workers usually have the best ideas for solving problems.
  2. B) Every employee has a stake in product quality.
  3. C) Managers should support workers, not the other way around.
  4. D) Opinions are as important as data.

 

Answer:  D

Explanation:  Problem-solving is most effective when decisions are based on the analysis of actual data rather than on conjecture or opinion.

Difficulty: 2 Medium

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

38) Some consider any level of quality short of perfection to be unacceptable. However, managers who must set quality targets should consider:

  1. A) The quality level required by ISO 9000
  2. B) The relative costs of failure, prevention, and appraisal
  3. C) The fact that six sigma is a universally accepted standard
  4. D) The effects of product quality on stock prices.

 

Answer:  B

Explanation:  For some products failure costs do not justify the cost of the investments required to eliminate them.

Difficulty: 2 Medium

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

39) Suppose that a producer of 50 pound bags of potting soil decides that bag weight variation within a range of +/- 2 pounds will be acceptable to customers. To deliver a six sigma level of quality for this product, the bagging process will need to have a standard deviation not larger than:

  1. A) 2 pounds
  2. B) 4 pounds
  3. C) 0.33 pounds
  4. D) 0.17 pounds

 

Answer:  C

Explanation:  The target standard deviation is 4 pounds divided by 12 equals 0.33 pounds

Difficulty: 3 Hard

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Analyze

AACSB:  Analytical Thinking

Accessibility:  Keyboard Navigation

 

40) The objective of the “control” step in the DMAIC process is:

  1. A) To consider differing opinions regarding the root causes of problems
  2. B) To create controlled experiments to analyze sources of variation
  3. C) To be rigorous in following the DMAIC steps
  4. D) To prevent an improved process from becoming highly variable again.

 

Answer:  D

Explanation:  Monitoring and adjustment systems are installed to ensure that process variations remain minimized.

Difficulty: 2 Medium

Topic:  Guiding Methodologies for Quality Management

Learning Objective:  06-05 Apply the Six Sigma DMAIC approach to quality improvement.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

41) Factors affecting the success of a TQM effort do not include:

  1. A) An existing crisis
  2. B) A charismatic leader
  3. C) An uncomplicated product
  4. D) Trust between labor and management

 

Answer:  C

Explanation:  Labor/management trust, charismatic leadership and a compelling motivation are among the factors contributing to the success of a TQM project.

Difficulty: 1 Easy

Topic:  TQM: A Total View of Quality

Learning Objective:  06-03 Apply the core values and typical practices associated with quality management.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

42) Persons with responsibilities in which business function will make decisions regarding new product testing programs?

  1. A) Marketing
  2. B) Finance
  3. C) Logistics
  4. D) Manufacturing

 

Answer:  A

Explanation:  Marketing management make decisions regarding how new products and new product ideas will be tested.

Difficulty: 2 Medium

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-02 Explain the roles that operations and other functional managers play in determining product quality.

Bloom’s:  Understand

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

43) The degree to which the product meets its’ design specifications is called:

  1. A) Performance quality
  2. B) Aesthetic quality
  3. C) Conformance quality
  4. D) Perceived quality
  5. E) Total quality

 

Answer:  C

Explanation:  Conformance quality refers to the degree to which the product meets its’ design specifications.

Difficulty: 1 Easy

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

44) Two dimensions of product quality are hard to measure objectively and are therefore subject to subjective assessment. One of those subjective dimensions is:

  1. A) Reliability
  2. B) Perceived quality
  3. C) Support
  4. D) Features

 

Answer:  B

Explanation:  Perceived quality is a subjective assessment based upon image, advertising, reputation, or other information related to the product’s attributes. The other subjective dimension of product quality is aesthetics.

Difficulty: 1 Easy

Topic:  Defining the Dimensions of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

 

 

 

45) An organizational culture is shaped by:

  1. A) The experiences of certain charismatic leaders
  2. B) Leadership memos and meeting statements
  3. C) The organization’s value statement or motto
  4. D) The actions taken by leadership

 

Answer:  D

Explanation:  Leaders have to recognize that their actions, more than their words, help shape an organization’s culture.

Difficulty: 1 Easy

Topic:  TQM: A Total View of Quality

Learning Objective:  06-01 Explain what the concepts of product quality and quality management entail.

Bloom’s:  Remember

AACSB:  Reflective Thinking

Accessibility:  Keyboard Navigation

Additional information

Add Review

Your email address will not be published. Required fields are marked *

Related Products

Quick Links
Contact Information

511 SW 10th Ave 1206, Portland, OR, United States

Pinterest

Nurse Guide Hub

©2026 – All Rights Reserved