Quality Management
Midterm Exam
Course Introduction
Quality Management explores the principles, methodologies, and tools used to ensure products and services meet customer expectations and regulatory requirements. This course covers topics such as total quality management (TQM), quality control, process improvement, Six Sigma, ISO standards, and statistical quality control. Students will learn how to design and implement quality systems, analyze processes for continuous improvement, and apply best practices to drive organizational excellence. Emphasis is placed on the strategic role of quality in achieving competitive advantage and fostering a culture of continuous improvement within an organization.
Recommended Textbook Operations Management Creating Value Along the Supply Chain 7th Edition by
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Page 2
Roberta S. Russell
Chapter 1: Operations Management
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Q1) Order winners and order qualifiers change over time in response to the dynamics of changing market conditions.
A)True
B)False
Answer: True
Q2) The adaptation of mass production to emphasize efficiency,rather than quality is known as lean production.
A)True
B)False
Answer: False
Q3) Single factor productivity measures compare output to an individual input.
A)True
B)False Answer: True
Q4) The process of producing high-volume,standardized products for a large market is known as craft production.
A)True
B)False Answer: False
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Chapter 2: Quality Management
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Q1) A relationship between a firm and its supplier where the supplier agrees to meet the firms' quality standards and the firm enters into a long-term purchasing agreement with the supplier is known as A)outsourcing.
B)vertical integration.
C)partnering.
D)conformance.
Answer: C
Q2) Six Sigma quality is a statistical measure that equates to only 3.4 defects per million.
A)True
B)False
Answer: True
Q3) Deming advocated continuous process improvement to reduce variability and achieve conformance to design specifications.
A)True
B)False
Answer: True
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Chapter 3: Statistical Quality Control
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Sample Questions
Q1) When constructing a control chart for the first time,all points should be within the control limits indicating the process is in control.
A)True
B)False
Answer: True
Q2) Statistical process control can prevent poor quality before it occurs if a pattern is evident in the plotted points.
A)True
B)False
Answer: True
Q3) All processes contain a certain amount of variation in their output.
A)True
B)False
Answer: True
Q4) For a given process,the process capability ratio is NOT related to its control limits. A)True
B)False
Answer: False
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Chapter 4: Product Design
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Q1) Computer-aided design CAD)produces better products but always increases the time to design them.
A)True
B)False
Q2) Concurrent design may involve simultaneously designing products and their production processes.
A)True
B)False
Q3) The Taguchi Quality Loss Function implies that a
A)customer's dissatisfaction increases geometrically as the actual value deviates from the target value
B)customer's satisfaction increases geometrically as the actual value deviates from the target value
C)customer's dissatisfaction decreases geometrically as the actual value deviates from the target value
D)customer's preferences are strongly oriented towards conforming to specifications
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Chapter 5: Service Design
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Sample Questions
Q1) Briefly describe the traditional cost relationship in waiting line analysis.
Q2) In general,services are acts,deeds or performances that provide a customer time,place,form or psychological utility,
A)True
B)False
Q3) If service times are exponentially distributed then service rates are normally distributed.
A)True
B)False
Q4) When designing a service performance specifications are converted into design specifications,and finally,delivery specifications,
A)True
B)False
Q5) The ______________ refers to the order in which waiting customers are served.
A)calling population
B)queue discipline
C)number of channels
D)service rate
Q6) Do waiting lines only form when the service operation is understaffed? Explain?
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Chapter 6: Processes and Technology
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Sample Questions
Q1) The product-process matrix includes all the following process types except A)mass production.
B)stable production.
C)continuous production.
D)batch production.
Q2) Mass production is characterized by high volumes of a standard product for a mass market.
A)True
B)False
Q3) Subcontracting is rarely a source of human resources for a project.
A)True
B)False
Q4) Planning,analyzing,and improving processes is the purpose of operations management.
A)True
B)False
Q5) A firm's process strategy rarely defines its capital intensity.
A)True
B)False
Q6) List some non-economic factors that can influence a firm's outsourcing decision.
Page 8
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Chapter 17: Scheduling
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Sample Questions
Q1) The wide variety of jobs in a job shop makes scheduling difficult.
A)True
B)False
Q2) Scheduling is considered the last stage of the planning process.
A)True
B)False
Q3) If the work remaining is greater than the time remaining,the critical ratio (CR)will be
A)less than one.
B)greater than one.
C)equal to one.
D)none of the above.
Q4) The scheduling function for mass production and job shop production are basically the same.
A)True
B)False
Q5) All sequencing rules strive to optimize both processing efficiency and due date performance.
A)True
B)False
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Chapter 7: Capacity and Facilities
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Q1) The balance delay is calculated by subtracting efficiency in percent from one hundred.
A)True
B)False
Q2) The basic objective of the facility layout decision is to ensure a smooth flow of inventory through the system.
A)True B)False
Q3) The capacity cushion for a facility equals one minus utilization.
A)True B)False
Q4) Product layouts are sometimes referred to as functional layouts.
A)True B)False
Q5) Briefly describe the two constraints under which assembly line balancing must operate.
Q6) The best operating level is the percent of capital cushion that minimizes unit cost. A)True B)False
Page 10
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Chapter 8: Human Resources
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Sample Questions
Q1) A company has accepted a contract to produce a special electric motor.The number of direct labor hours required to produce the first motor is 250.If an 85% learning curve applies to the production of motors then the number of labor hours needed to produce the 4th motor is
A)212.5 hours.
B)180.6 hours.
C)153.5 hours.
D0 37.5 hours
Q2) The elements of job design include
A)task analysis.
B)worker analysis.
C)environmental analysis.
D)all of the above.
Q3) What is the difference between cross training and job rotation?
Q4) Studies have shown that the success of Japanese companies is due to cultural factors.
A)True
B)False
Q5) List 5 of the attributes of good job design identified by Frederick Herzberg.
Q6) What is empowerment and why is it important to total quality management (TQM)?
Page 11
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Chapter 9: Project Management
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Sample Questions
Q1) Using Table 9.1,the earliest start time for activity F is A)30 weeks.
B)20 weeks.
C)14 weeks.
D)13 weeks.
Q2) A project's duration can be reduced by crashing activities on the critical path.
A)True
B)False
Q3) Unlike PERT,CPM incorporates probabilistic time estimates into the project management process.
A)True
B)False
Q4) Using Table 9.1,the amount of slack associated with activity C is A)0 weeks.
B)3 weeks.
C)6 weeks.
D)cannot be calculated
Q5) In general,crashing costs decrease as a project's duration is shortened. A)True
B)False
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Chapter 10: Supply Chain Management: Strategy and Design
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Sample Questions
Q1) The fraction of orders filled by a distribution center or warehouse within a specific time period is referred to as the
A)inventory turnover.
B)inventory supply time.
C)fill rate.
D)aggregate orders processed.
Q2) One way to cope with the bullwhip effect is for supply chain members to share demand information.
A)True
B)False
Q3) Which of the following is not one of the three key performance indicators KPI)used to measure supply chain performance?
A)inventory turnover
B)postponement rate
C)inventory days of supply
D)fill rate
Q4) What is the bullwhip effect and how does it occur?
Q5) What processes comprise the supply chain and how are the processes integrated?
Q6) What is a supply chain?
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Chapter 11: Global Supply Chain Procurement and Distribution
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Sample Questions
Q1) In a reverse auction a supplier posts on the Internet products available for bids from potential customers.
A)True
B)False
Q2) Factors driving globalization of the supply chain include all of the following except A)international trade agreements.
B)advances in information technology.
C)lower cost transportation.
D)government intervention .
Q3) Outsourcing and sourcing have the same meaning and are often used interchangeably.
A)True
B)False
Q4) Distributors deal only in very large quantities providing infrequent deliveries.
A)True
B)False
Q5) Explain the concept of landed cost and discuss how it is used to make global sourcing decisions.
Q6) List and discuss the seven different modes of transportation.
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Chapter 12: Forecasting
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Sample Questions
Q1) A tracking signal is computed by
A)multiplying the cumulative error by MAD
B)multiplying the absolute error by MAD
C)dividing MAD by the cumulative absolute error
D)dividing the cumulative error by MAD
Q2) Explain the difference between qualitative and quantitative forecasting methods.
Q3) A ___________ is an up-and-down movement in demand that repeats itself over a lengthy time period of more than a year.
A)trend
B)seasonal pattern
C)random variation
D)cycle
Q4) Selecting the type of forecasting method to use depends on
A)the time frame of the forecast.
B)the behavior of demand and demand patterns.
C)the causes of demand behavior.
D)all of the above.
Q5) Forecasting customer demand is rarely a key to providing good quality service.
A)True
B)False
15
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Chapter 13: Inventory Management
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Sample Questions
Q1) Continuous inventory systems are also referred to as a fixed-order-quantity system.
A)True
B)False
Q2) The EOQ model determines the optimal order size that minimizes the sum of carrying cost and shortage costs.
A)True
B)False
Q3) Continuous inventory systems often incorporate information technology to improve the speed and accuracy of data entry and retrieval.
A)True
B)False
Q4) Explain the relationship between ordering costs and carrying costs in the economic order quantity (EOQ)model.
Q5) ___________ demand items are used in the process of producing a final product.
A)Dependent
B)Independent
C)Seasonal
D)Cyclical
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Chapter 13: Operational Decision-Making Tools: Simulation
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Q1) As a simulation model becomes more complex,using a computer application is virtually impossible.
A)True
B)False
Q2) Simulation analysis is useful for operational problems that A)are easy to solve analytically.
B)can't be solved analytically.
C)require an optimal solution.
D)meet specific analytical criteria.
Q3) An advantage of using a computer versus a manual approach when performing a simulation is that it often takes only seconds versus hours to reach a steady-state result.
A)True
B)False
Q4) A steady state results when a simulation is repeated enough times that the random variable being investigated reaches an average result that remains constant.
A)True
B)False
Q5) What is simulation and why is it a popular decision-making tool?
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Chapter 14: Operational Decision-Making Tools: Linear Programming
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Q1) A linear programming model's constraints are nonlinear relationships that describe the restrictions placed on the decision variables.
A)True
B)False
Q2) The formulation for a linear programming problem cannot include more than one decision variable.
A)True
B)False
Q3) The optimal solution for a linear programming problem will always occur
A)when the slack price equals the surplus price.
B)when the surplus price equals the slack price.
C)at an extreme point.
D)at a non-extreme point.
Q4) While all linear programming problems have a single objective function,very few,if any,have constraints.
A)True
B)False
Q5) Briefly define the components that comprise a linear programming model.
Q6) What is meant by the term "shadow price" in linear programming?
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Chapter 14: The Sales and Operations Planning Process
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Q1) The transportation method is used for aggregate planning when the strategy for adjusting capacity is hiring and firing workers.
A)True
B)False
Q2) A mixed strategy for adjusting capacity is simpler and easier to implement than any pure strategy.
A)True
B)False
Q3) Disaggregation is the process of breaking a sales and operations plan into more detailed plans.
A)True
B)False
Q4) Implementing a companywide game plan for allocating resources addresses the long-standing battle between operations and marketing.
A)True
B)False
Q5) Briefly discuss the two primary objectives of aggregate planning.
Q6) What are the outputs of aggregate planning?
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Chapter 15: Resource Planning
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Q1) What is the master production schedule (MPS)and what role does in play in the material requirements planning (MRP)process?
Q2) A matrix is used to organize and display the information generated by the MRP process.
A)True
B)False
Q3) A _______________ of material is used to plan the production of products with many optional features.
A)K-bill
B)modular bill
C)phantom bill
D)time-phased bill
Q4) The master production schedule (MPS)is a major output of the MRP process.
A)True
B)False
Q5) Which of the following would not be used for an overloaded condition?
A)pulling work ahead
B)rerouting jobs to alternative work centers
C)pushing work back
D)splitting lots between two or more machines
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Chapter 16: Lean Systems
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Sample Questions
Q1) The benefits of lean production include all of the following except reduced A)inventory.
B)product variety.
C)pace requirements.
D)lead times.
Q2) Takt time is the pace at which production output is aligned with machine capacity.
A)True
B)False
Q3) A workstation must produce 400 units an hour.It takes 24 minutes to receive the necessary material for production from the previous workstation.Output is moved between workstations in containers holding 44 units.If the process uses a safety factor of 10%,then the number of kanbans that should be circulating between this workstation and the previous workstation is
A)2
B)4
C)6
D)8
Q4) What are the benefits of small-lot production?
Q5) How does the pull system differ from the push system?
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Chapter 18: Operational Decision-Making Tools: Decision Analysis
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Sample Questions
Q1) What is decision analysis?
Q2) The maximum value of perfect information to the decision maker is known as
A)the expected value of perfect information
B)the expected value of imperfect information
C)the minimum of the minimax regret
D)none of the above
Q3) Quantitative methods are tools available to operations managers to help make a decision or recommendation.
A)True
B)False
Q4) A payoff table is a quantitative technique supporting decision making under uncertainty.
A)True
B)False
Q5) Decision analysis is a quantitative technique supporting decision making with uncertainty.
A)True
B)False
Page 22
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Chapter 19: Operational Decision-Making Tools: Acceptance Sampling
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Sample Questions
Q1) Acceptance sampling involves the inspection of a non-random sample of units selected from a lot.
A)True
B)False
Q2) The probability of accepting a lot that has a higher percentage of defective items than the lot tolerance percent defective is referred to as the A)producer's risk.
B)sampling plan.
C)consumer's risk.
D)average outgoing quality.
Q3) The expected number of defective items that will pass on to the customer with a sampling plan is known as the A)lot tolerance percent defective.
B)acceptable quality level.
C)average outgoing quality.
D)sampling plan.
Q4) Acceptance sampling is consistent with TQM's philosophy of zero defects. A)True
B)False
23
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Chapter 20: Decision-Making Tools: Facility Location Models
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Sample Questions
Q1) Inadequate infrastructure at a given location increases supply chain costs and decreases customer service.
A)True
B)False
Q2) Which type of facility is large and expensive?
A)light-industry facilities
B)retail and service facilities
C)heavy-manufacturing facilities
D)medium-site facilities
Q3) The factors used to evaluate location of a manufacturing plant are usually different from the factors used in locating a service facility.
A)True
B)False
Q4) Which of the following is not a primary factor in location decisions for manufacturing plants?
A)proximity to raw materials
B)proximity to customers
C)proximity to different modes of transportation
D)proximity to significant labor pools
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Chapter 21: Operational Decision-Making Tools: Work Measurement
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Sample Questions
Q1) Advantages of using a predetermined motion time system include all of the following except
A)worker cooperation and compliance are not required
B)ignores job context within which a single motion takes place
C)workplace is not disrupted
D)eliminates the need for subjectively determining performance ratings
Q2) For a particular time study a company would like to be 95% confident that the average job cycle time is within 2% of the true average job cycle time.Assume that the average job cycle time was 6.53 minutes and the standard deviation of the sample was 1.26 minutes.The number of cycles that should be used in this time study would be
A)174
B)358
C)463
D)864
Q3) The allowance factor is a percentage increase in the normal cycle time.
A)True
B)False
Q4) List the steps in work sampling.
Q5) What is work sampling and what is its primary use?
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