Quality Management
Exam Practice Tests
Course Introduction
Quality Management is a comprehensive course that explores the principles, practices, and tools used to ensure products and services meet or exceed customer expectations. Students will learn about the history and evolution of quality concepts, including Total Quality Management (TQM), Six Sigma, and ISO standards. The course covers key topics such as process improvement, quality planning, control, and assurance methods, as well as the roles of leadership, teamwork, and organizational culture in achieving continuous quality improvement. Practical case studies and real-world applications equip students with the analytical and problem-solving skills necessary to implement quality management systems in various industries.
Recommended Textbook operations management an integrated approach 6th edition by r. dan reid
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Chapter 1: Introduction to Operations Management
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Sample Questions
Q1) In what ways do service organizations differ from manufacturing organizations?
Answer: Manufacturing organizations produce a physical, tangible product that can be stored in inventory before it is needed, while service organizations produce an intangible product that cannot be produced ahead of time; and for manufacturing organizations most customers have no direct contact with the operation, while for service organizations customers are typically present during creation of the service. Also, service organizations tend to have a shorter response time and are more labor intensive.
Q2) The Internet developed from a government network called ARPANET, which was created in 1969 by _____.
A) Japanese scientists
B) the EPA
C) the U.S. Defense Department
D) NSF
E) ISO
Answer: C
Q3) The history of Operations Management reflects.
Answer: The accumulation of experience and ideas over time.
Q4) What are environmental issues faced by business?
Answer: air pollution, water pollution, global warming, and waste disposal
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Chapter 2: Operations Strategy and Competitiveness
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Sample Questions
Q1) Which of the following is not typically considered to be a core competency?
A) workforce
B) mission
C) market understanding
D) technology
E) facilities
Answer: B
Q2) Suppose that in year 1 a company produced $100 Million worth of outputs while inputs totaled $50 Million. For which of the following values in year 2 would productivity decrease?
A) outputs = $90 Million, inputs = $50 Million
B) outputs = $400 Million, inputs = $200 Million
C) outputs = $250 Million, inputs = $100 Million
D) outputs = $50 Million, inputs = $25 Million
E) outputs = $60 Million, inputs = $25 Million
Answer: A
Q3) If a company's inputs for producing a certain product increase by 50% and the output increases by 90%, what is the percentage productivity increase for that product?
Answer: 26.7%
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Chapter 3: Product Design and Process Selection
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Sample Questions
Q1) What is included in the preliminary design and testing stage of product design?
Answer: design engineers translate general performance specifications into technical specifications, "bugs" are worked out, revising the design based on test results, and prototypes are built and tested
Q2) Which product and service strategy has the longest delivery lead time?
A) assemble-to-deliver
B) make-to-stock
C) assemble-to-order
D) make-to-order
E) make-to-package
Answer: D
Q3) For which of the following is break-even analysis not appropriate?
A) deciding how much of a product must be sold to make a profit
B) evaluating different processes
C) deciding whether it is better to make or buy a product
D) deciding between different products
E) deciding how to allocate overhead
Answer: E
Q4) How efficient was a process whose Standard output = 27 while Actual output = 24?
Answer: Efficiency = Actual output / Standard output = 24 / 27 0.889.
Page 5
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Chapter 4: Supply Chain Management
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Sample Questions
Q1) What is the electronic marketplace for the auto industry?
A) Carnet
B) Autoexchange
C) Covisint
D) Citroen
E) Motorint
Q2) Recent research suggests that most large companies have not increased their level of outsourcing.
A)True
B)False
Q3) Which B2C model does MyPoints.com utilize?
A) advertising revenue model
B) subscription revenue model
C) transaction fee model
D) sales revenue model
E) affiliate revenue model
Q4) Distribution management is the movement of material from manufacturer to the customer.
A)True
B)False
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Chapter 5: Total Quality Management
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Sample Questions
Q1) Who developed quality control charts?
A) Walter Shewhart
B) W. Edwards Deming
C) Joseph Juran
D) Phillip Crosby
E) Genichi Taguchi
Q2) Which of the Malcolm Baldrige Award criteria is allocated the most points?
A) leadership
B) information and analysis
C) human resource focus
D) process management
E) business results
Q3) A quality circle is a team of volunteer production employees and their supervisors who meet regularly to solve quality problems.
A)True
B)False
Q4) Pareto analysis is a technique used to identify quality problems based on their degree of importance.
A)True
B)False
Page 7
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Chapter 6: Statistical Quality Control
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Sample Questions
Q1) If the average range is 4.0 inches and the sample size is 18, compute the upper and lower limits for an R chart.
Q2) What is the formula for an R chart's center line?
Q3) A graph that shows the probability or chance of accepting a lot given various proportions of defects in the lot is called an ____________________.
Q4) A variable is a product characteristic that has a discrete value and can be counted.
A)True
B)False
Q5) The person that comes from the top ranks of the organization and is responsible for providing direction and overseeing all aspects of a six-sigma implementation process is called a general.
A)True
B)False
Q6) In six-sigma programs, individuals are given academic titles that reflect their skills in the six-sigma process.
A)True
B)False
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Page 8
Chapter 7: Just-In-Time and Lean Systems
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Sample Questions
Q1) Beliefs that help define the JIT philosophy include all of the following except
A) Simplicity
B) Visibility
C) Flexibility
D) Push production
E) Continuous improvement
Q2) Frank's umbrella corporation is designing a kanban system. They know that they are expected to produce 100 umbrellas per hour. They've also determined that a key external resource takes 30 minutes to deliver the required material once an order has been transmitted. To start with they want to maintain a safety stock of 25 critical parts. Originally they want to start with 3 kanbans. What container size should Frank's umbrella company start with?
Q3) Just-in-time organizations rely on employees to
A) Do what their boss tells them to do
B) Dress differently every day
C) Work together
D) File grievances
E) Be adversarial toward management
Q4) Every organization is just one element of an _______________.
Q5) Describe the "kaizen blitz."
Page 9
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Chapter 8: Forecasting
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Sample Questions
Q1) Suppose that you are using the simple mean to make a forecast. This period's forecast was equal to 1000 units, and it was based on 99 periods of demand. This period's actual demand was 0 units. What is your forecast for next period?
A) 1000
B) 990
C) 0
D) 1010
E) 999
Q2) What are the five basic steps in the forecasting process?
Q3) Studies have shown that combining forecasts can lead to forecast accuracy that is better than that of the individual forecasts.
A)True
B)False
Q4) Statistical packages such as SPSS, SAS, and Minitab, are types of forecasting software.
A)True
B)False
Q5) When developing the linear trend line you must calculate _________ before
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Chapter 9: Capacity Planning and Facility Location
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Q1) An area that has further encouraged globalization is the growth of __________.
Q2) There they go again. There is another Burger King being built right next to a McDonald's at an Interstate Highway exit. Why does this approach make sense?
Q3) An excellent procedure that can be used with location factors that are qualitative is __________________.
A) the transportation method
B) break-even analysis
C) the factor rating method
D) the center of gravity approach
E) the load-distance method
Q4) Which of the following is not an example of factory focus?
A) Ann Taylor
B) Sears
C) Limited Too
D) The Gap
E) The Limited
Q5) At the break-even point, total cost equals total revenue.
A)True
B)False
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Chapter 10: Facility Layout
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Sample Questions
Q1) Which of the following is least like a product layout?
A) high-volume paper mill
B) automobile plant
C) hospital
D) single-line cafeteria
E) car wash
Q2) What is the formula efficiency?
Q3) While traditional walls and doors provide privacy, they reduce _____________ and opportunities for ______________.
Q4) What is the term for a system in which the product being worked on is physically attached to the line and automatically moved to the next station when the cycle time has elapsed?
A) cyclical line
B) paced line
C) autoline
D) continuous line
E) constrained line
Q5) Since there are 3600 seconds per hour, a process that is expected to produce 40 units per hour has a cycle time of _________________.
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Chapter 11: Work System Design
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Q1) Which of the following is not taken into consideration when dealing with the effects of working conditions on worker productivity, quality and safety?
A) cafeteria location
B) temperature
C) relative humidity
D) ventilation
E) lighting
Q2) What are small groups of employees who meet to identify, analyze, and solve operational problems called?
A) traditional work groups
B) cross-functional teams
C) self-managed teams
D) problem-solving teams
E) special-purpose teams
Q3) Expanding a job horizontally through increasing the scope of work assigned is called
Q4) What are the steps involved in work sampling?
Q5) Developing standard time by observing an operator is called
Page 13
Q6) What are the approaches to eliminating employee boredom? Briefly describe each.
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Chapter 12: Inventory Management
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Q1) What are the two major decisions to be made when using the periodic review system?
A) the time between orders and the target inventory level
B) the time between orders and the on-hand inventory
C) the target inventory level and the on-hand inventory
D) the time between orders and the order quantity
E) the target inventory level and the order quantity
Q2) Suppose that a plant manager uses economic batch sizes for production of a product. Suppose further that the setup cost is $50 per batch, the holding cost per unit per year is $10, the annual demand is 30,000 units, the firm operates (and experiences demand) 300 days per year, and the production rate per day is 1000 units. What will be the maximum inventory level that this product ever reaches?
A) 577
B) 30
C) 519
D) 27,000
E) 58
Q3) What is ABC Widget Company's inventory turns if it sells goods whose cost is $7,350,000 and its average inventory is $1,225,000?
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Chapter 13: Aggregate Planning
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Sample Questions
Q1) Demand-based options include two reactive options and two proactive options.
A)True
B)False
Q2) Companies that use back orders are asking their customers to ___________________.
A) resubmit their orders
B) wait for delivery of the product
C) check back to see what their last order was
D) receive the product immediately and pay for it later
E) send back their last order
Q3) A demand-based option in which the marketing tries to shift demand patterns to minimize demand fluctuations is called
A) hyperactive
B) inactive
C) proactive
D) reactive
E) retroactive
Q4) In a level production plan, if you do not allow backorders, you will need to ensure the _____ is sufficient to meet the average demand.
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Chapter 14: Resource Planning
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Q1) The ERP system provides a single interface:
A) to operations only.
B) to operations and inventory control only.
C) to external members of the supply chain as well.
D) to the company management structure only.
E) to customers only.
Q2) The ____________ is (are) checked for the materials on hand and those that need to be procured.
A) master production schedule
B) bill of material
C) inventory records
D) material inventories
E) promised deliveries
Q3) ____________________ uses a database that supports processes across functional areas.
Q4) What transactions can cause information in the inventory records file to change?
Q5) The explosion process calculates the demand for the parent of the children.
A)True
B)False
Q6) What is the primary objective of ERP?
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Chapter 15: Scheduling
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Sample Questions
Q1) A measure of response time is:
A) makespan
B) job flow time
C) due date
D) job lateness
E) job schedule time
Q2) Which of the following scheduling rules minimizes mean job flow time?
A) first come, first served
B) last come, first served
C) earliest due date
D) shortest processing time
E) longest processing time
Q3) A progress chart shows the relationship between:
A) a Gantt chart and PERT chart
B) vacation schedule and work schedule
C) forecast and historical performance
D) planned and actual performance
E) planned and actual efficiency
Q4) If all jobs are available at the same time, their flow time is the same as their
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Chapter 16: Project Management
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Q1) Deterministic time estimate makes a _______________ time estimate for each project ___________.
Q2) You may be able to speed up completion of a project by _______________________.
A) reducing the standard deviation of activities
B) recalculating the critical path
C) making additional resources available
D) adding slack to critical activities
E) redoing some of the activities
Q3) An approach for getting projects done faster and more consistently at or before the project due date is ____________________.
A) business process reengineering
B) PERT
C) project inversion
D) backcasting
E) the critical chain approach
Q4) Identify the variables required to predict the probability of meeting a project completion date.
Q5) CPM was initially developed to plan and _______________ maintenance projects in chemical plants.
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Chapter 17: Spreadsheet Modeling: An Introduction
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Q1) In Excel, relative references are indicated by the lack of a dollar sign character preceding either the column or the row reference.
A)True
B)False
Q2) Which of the following is not one of the standard items included in a footer?
A) file name
B) author name
C) user name
D) date
E) time
Q3) In Excel, which function key toggles between relative and absolute cell referencing when editing a formula?
A) F1
B) F2
C) F3
D) F4
E) F5
Q4) Describe the difference between an XY graph and a Line graph.
Q5) Absolute references do _____________ change when you copy them.
Q6) Excel's COUNT function returns the ______ of cells containing numerical values.
Page 19
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Chapter 18: Introduction to Optimization
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Q1) Discuss how the Solver Sensitivity Report is fundamentally different than the other reports.
Q2) Solver's check for a model being linear is not perfect.
A)True
B)False
Q3) Consider the following three functions:
G(x, y) = 4x - 3y + 21
H(x, y, z) = 13x<sup>2</sup> + y + 3z
I(z) = z
Which of the following is true regarding the linearity of the functions?
A) none of the functions is linear
B) all three functions are linear
C) h is linear, but g and i are not linear
D) i is linear, but g and h are not linear
E) g and i are linear, but h is not linear
Q4) What are the four steps to setting up an optimization problem with Excel Solver?
Q5) _________ are limitations or requirements that must be satisfied.
Q6) Strict inequalities (<, >) are not used in optimization problems.
A)True
B)False
Page 20
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Chapter 19: Waiting Line Models
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Q1) Which system performance option to change a waiting line system is related to the concept of division of labor?
A) changing the priority rule
B) changing the number of lines
C) changing the number of phases
D) changing customer arrival rates
E) changing the number of service facilities
Q2) What are some variations of the mathematical waiting line models that are not described in Supplement C?
Q3) A single-line, multiple-server system has _____ ______ in terms of waiting times than the same system with a line for each server.
A) poorer performance
B) similar performance
C) better performance
D) comparable performance
E) reduced performance
Q4) _________ _________ are used to gain useful information about waiting line systems.
Q5) List examples of dedicating specific servers for specific transactions.
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Chapter 20: Master Scheduling and Rough-Cut Capacity Planning
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Sample Questions
Q1) Beginning Inventory + MPS Shipment - maximum of (forecast and customer orders) is called ________________________.
Q2) Motorsports, Inc. builds two different types of motors. Model A has averaged 20,000 units annually, and Model B has average 30,000 units annually. The firm has historically used 80,000 direct labor hours and 10,000 hours of machine time per year to build Model A. Also, 150,000 annual direct labor hours have been allocated to Model B, along with 60,000 hours of annual machine time. What is the CPOPF planning factor for direct labor for Model A?
A) 0.25
B) 4.00
C) 4.50
D) 5.00
E) 4.60
Q3) Consider an MPS record. An MPS shipment amount is always set equal to the absolute value of the amount in the projected available row if that amount is negative.
A)True B)False
Q4) Discuss how the MPS is evaluated in terms of cost.
Page 22
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