Quality Management
Final Exam
Course Introduction
Quality Management explores the principles, practices, and tools used to enhance product and service quality within organizations. This course covers key concepts such as Total Quality Management (TQM), Six Sigma, lean methodologies, continuous improvement processes, and quality standards like ISO 9001. Students will learn to apply quality control techniques, use statistical methods for quality improvement, and understand the role of leadership and organizational culture in achieving quality excellence. Through case studies and practical exercises, the course prepares students to develop and implement effective quality management systems that drive customer satisfaction and operational efficiency.
Recommended Textbook
Managing Quality Integrating the Supply Chain 5th Edition by S. Thomas Foster
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15 Chapters
1374 Verified Questions
1374 Flashcards
Source URL: https://quizplus.com/study-set/1266
Page 2
Chapter 1: Differing Perspectives on Quality
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119 Verified Questions
119 Flashcards
Source URL: https://quizplus.com/quiz/24990
Sample Questions
Q1) The ________ process is based on the scientific method, which includes the phases of analysis, relation, and generalization.
A) quality execution
B) quality implementation
C) quality assurance
D) quality management
E) quality control
Answer: E
Q2) According to Garvin's ________ definition of quality, quality is something that is intuitively understood but nearly impossible to communicate, such as beauty or love.
A) value-based
B) manufacturing-based
C) user-based
D) product-based
E) transcendent
Answer: E
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3
Chapter 2: Quality Theory
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) Just-in-time purchasing increases the number of suppliers used, resulting in increased variability.
A)True
B)False
Answer: False
Q2) Identify and briefly discuss the core quality management content variables.
Answer: The core variables are leadership, employee improvement, quality assurance, customer role, and philosophy. The role of the leader in being the champion and major force behind quality improvement is critical. Leaders must be conversant with quality management approaches, and then lead by example. Employees must be trained and developed, and this must be viewed as a long-term undertaking that requires firms to invest in their employees. Quality can be assured only during the design phase. Therefore, efforts must be invested in designing products, services, and processes so that they are consistently of high quality. An understanding of the customer is key to quality management efforts.
Adoption of a philosophy toward quality improvement is important because it provides the company with a map to follow during their quest for improvement.
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Page 4
Chapter 3: Global Supply Chain Quality and International Quality Standards
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/24992
Sample Questions
Q1) Describe quality circles. How does the use of quality circles improve quality?
Answer: Quality circles are natural work teams made up of workers who are empowered to improve processes that they use and are used by Japanese companies to involve employees in improving processes and process capability. Using quality circles, Japanese employees brainstorm quality improvement methods and identify causes of quality problems.
Q2) The first view of lean manufacturing is a philosophical view of waste reduction.
A)True
B)False
Answer: True
Q3) Cleaning plant and equipment to eliminate dirtiness that can hide or obscure problems is called seiso.
A)True
B)False
Answer: True
Q4) Leadership and strategy are categories of the European Quality Award.
A)True
B)False
Answer: True
Page 5
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Chapter 4: Strategic Quality Planning
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91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/24993
Sample Questions
Q1) The trait dimension of leadership deals with variables, such as height, productivity, and intelligence.
A)True
B)False
Q2) External failure costs are associated with product failure after the production process.
A)True
B)False
Q3) Differentiation is achieved by a competitor if the consumer merely perceives the product or service to be unique.
A)True
B)False
Q4) ________ involves a power-sharing relationship between two or more individuals where the power is distributed unevenly.
A) Leading
B) Empowerment
C) Planning
D) Organizing
E) Controlling
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Chapter 5: The Voice of the Customer
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100 Verified Questions
100 Flashcards
Source URL: https://quizplus.com/quiz/24994
Sample Questions
Q1) The external customers are the ultimate people the company is trying to satisfy with its work.
A)True
B)False
Q2) Which of the following is not a design aspect to customer-relationship management?
A) corrective action
B) guarantees
C) feedback
D) cost
E) complaint resolution
Q3) Many companies use single sourcing as a way to increase the number of suppliers.
A)True
B)False
Q4) Actively solicited customer feedback includes all supplier-initiated contact with customers.
A)True
B)False
Q5) Describe the concept of single sourcing. How is single sourcing related to strategic alliances?
Page 7
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Chapter 6: The Voice of the Market
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) State Xerox's formal 10-step process to benchmarking.
Q2) Reject rates, capability information, and performance information are examples of
A) structural measures
B) market share data
C) productivity ratios
D) financial ratios
E) quality measures
Q3) Differentiate between financial ratios and productivity ratios of benchmarking data.
Q4) Customer satisfaction measures are poor indicators of financial performance.
A)True
B)False
Q5) To begin the management process, a strategy statement outlining the goals and strategies to be used is developed.
A)True
B)False
Q6) Describe the concept of 5w2h.
Q7) Give examples of quality measures and structural measures of benchmarking data.
Page 8
Q8) Explain the process of benchmarking.
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Chapter 7: Quality and Innovation in Product and Process Design
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93 Verified Questions
93 Flashcards
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Sample Questions
Q1) The ________ stage of the product development process involves the selection of the process technologies that will result in a low-cost, high-quality product.
A) final product definition
B) technology selection for product development
C) technology development for process selection
D) product design and evaluation
E) manufacturing system design
Q2) State any three considerations in a design.
Q3) ________ describes a method for translating customer requirements into functional design.
A) Manufacturing system design
B) Final product definition
C) Quality function deployment
D) Product design specification
E) Customer future projection
Q4) Failure modes and effects analysis is an analytical tool that graphically renders the combinations of faults that lead to failure of a system.
A)True
B)False
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Chapter 8: Designing Quality Services
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/24997
Sample Questions
Q1) The package of tangibles and intangibles that make up a service is referred to as a(n) ________.
A) quality output package
B) internal services package
C) service vision package
D) fail-safe package
E) customer benefits package
Q2) Gap 1 shows that there can be a difference between actual customer expectations and management's idea or perception of customer expectations.
A)True
B)False
Q3) Differentiate between internal services and external services and explain the role of outsourcing in the provision of internal services.
Q4) How are the product liability issues in services different from those in manufacturing?
Q5) Customer contact leads to a decrease in variability in the process.
A)True
B)False
Q6) Explain service transaction analysis (STA).
Page 10
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Chapter 9: Managing Supplier Quality in the Supply Chain
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65 Verified Questions
65 Flashcards
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Sample Questions
Q1) Which of the following steps for supplier development involves cost, commitments of resources, metrics for improvement, project charters, accountability, and deliverables?
A) identify critical products and services
B) identify key projects
C) monitor status and modify strategies
D) identify critical suppliers
E) define details of agreement
Q2) The supply chain is a tool that disaggregates a firm into its core activities to help reduce costs and identify sources of competitiveness.
A)True
B)False
Q3) Which of the following is not a section of ISO/TS 16949?
A) management responsibility
B) product realization
C) resource management
D) measurement, analysis, and improvement
E) supplier development
Q4) State the seven steps for supplier development.
Q5) Differentiate between single sourcing and dual sourcing.
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Chapter 10: The Tools of Quality
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90 Verified Questions
90 Flashcards
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Sample Questions
Q1) A(n) ________ is very similar to a work breakdown structure used in planning projects.
A) matrix diagram
B) prioritization grid
C) interrelationship digraph
D) affinity diagram
E) tree diagram
Q2) A scatter diagram is a graphical representation of data in a bar chart format.
A)True
B)False
Q3) The ________ is also known as a PERT diagram or critical path diagram and is used in controlling projects.
A) affinity diagram
B) tree diagram
C) activity network diagram
D) cause-and-effect diagram
E) matrix diagram
Q4) A histogram is a picture of a process.
A)True
B)False
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Chapter 11: Statistically Based Quality Improvement for Variables
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105 Verified Questions
105 Flashcards
Source URL: https://quizplus.com/quiz/25000
Sample Questions
Q1) The ________ chart is used in monitoring process dispersion.
A) \( \bar{x} \) chart
B) c chart
C) p chart
D) R chart
E) X chart
Q2) World-class levels of process capability are measured by ________ defect levels.
A) parts per million
B) parts per hundred thousand
C) parts per ten thousand
D) parts per thousand
E) parts per hundred
Q3) In a variables control chart, which of the following is likely to occur if large jumps of more than three or four standard deviations take place?
A) erratic behavior
B) nonrandom event
C) process drift
D) natural variation
E) process run
Q4) What is the difference between a variable and an attribute?
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Chapter 12: Statistically Based Quality Improvement for Attributes
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25001
Sample Questions
Q1) A quality engineer notes that a process produces data that are binomial and has been obtained using a sample space that is not constant. The primary interest of the process manager is in the percentage of bad parts. An appropriate control chart to use would be a(n) ________.
A) np chart
B) p chart
C) c chart
D) u chart
E) d chart
Q2) What is the system availability for something that has a mean time between failures of 168 hours and needs an average of 48 hours to repair when it does fail?
A) 0.98
B) 0.93
C) 0.88
D) 0.83
E) 0.78
Q3) A defect is an irregularity or problem with a larger unit.
A)True
B)False
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Chapter 13: Six Sigma Management and Lean Tools
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90 Verified Questions
90 Flashcards
Source URL: https://quizplus.com/quiz/25002
Sample Questions
Q1) The define, measure, analyze, design, and verify methodology pertains to
A) developing new processes and products
B) improving existing products and processes
C) final engineering design optimization
D) preliminary engineering design
E) customer quality metrics
Q2) The process of selecting control factors and determining optimal levels for them is known as ________.
A) robust design
B) concept design
C) parameter design
D) tolerance design
E) finish design
Q3) DMAIC is an acronym for ________.
A) Define, Measure, Analyze, Improve, Control
B) Design, Measure, Apply, Invest, Correlate
C) Design, Model, Analyze, Invest, Control
D) Design, Model, Analyze, Improve, Correlate
E) Define, Measure, Apply, Invest, Correlate
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Chapter 14: Managing Quality Improvement Teams and Projects
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91 Verified Questions
91 Flashcards
Source URL: https://quizplus.com/quiz/25003
Sample Questions
Q1) ________ enlist people from a variety of functional groups within the firm.
A) Process improvement teams
B) Cross-functional teams
C) Self-directed work team
D) Natural work groups
E) Virtual teams
Q2) The ________ is a flipchart or whiteboard where topics that are off the subject are parked with the agreement that these topics will be candidates for the next meeting's agenda.
A) project charter
B) flowchart
C) facilitation board
D) PERT chart
E) parking lot
Q3) ________ are teams organized around a common product, customer, or service.
A) Process improvement teams
B) Self-directed work team
C) Tiger teams
D) Natural work groups
E) Cross-functional teams
Page 16
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Chapter 15: Implementing and Validating the Quality System
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70 Verified Questions
70 Flashcards
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Sample Questions
Q1) Which of the following building blocks of a quality improvement system refers to the norms and beliefs that lead to decision-making patterns and actions in an organization?
A) processes
B) information and finance
C) culture
D) organizational learning and knowledge
E) people
Q2) Auditing outcomes is one of the three main ingredients to an audit.
A)True
B)False
Q3) Quality audits study ways to ________.
A) ensure that generally accepted accounting principles are being followed
B) ensure that companies and employees are acting honestly
C) win orders in the marketplace
D) improve customer service and ascertain whether current customer service processes are being performed
E) select only the "right" evidence and ignore the "other"
Q4) What are the enablers for quality improvement in a school?
Q5) Discuss operational audits.
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