Quiz Due in 1 Hour

Question 1

1. Organizations can ensure that the quality is rooted in their culture by:

		encouraging employees to do more than what they are expected to do through reward programs.
		internalizing quality at the personal level and encouraging employees to practice quality in all activities in life.
		ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.
		allotting sufficient budget for equipment, training, and other means of assuring quality.

4 points  

Question 2

1. The value perspective of quality is most important at the _________stage in the creation and delivery of goods and services.

		manufacturing
		design
		marketing
		distribution

4 points  

Question 3

1. Which of the following is true of the “customer perceived value” measurement used by organizations to measure customer satisfaction?

		It takes into consideration only existing customers and not potential buyers.
		It focuses more on customer satisfaction than on customer loyalty.
		It measures customer satisfaction based on the likelihood of customers recommending the product to other customers.
		It measures how customers assess benefits of the product against costs in making purchase decisions.

4 points  

Question 4

1. Customer-focused organizations consider complaints as opportunities for improvement as:

		it allows them to test the aptitude and efficiency of their employees in handling customer complaints.
		it allows them to reduce the cost of research and development because they come to know about potential features through customers.
		effectively resolving complaints increases customer loyalty and retention.
		it helps employees understand what it feels like to be a customer.

4 points  

Question 5

1. The process of subjectively evaluating the quality of an employee’s work is known as ______.

		employee involvement
		performance appraisal
		empowerment
		workforce engagement

4 points  

Question 6

1. __________ is the function performed in organizations that facilitates the most effective use of people to achieve organization and individual goals.

		Workforce management
		Marketing management
		Product management
		Brand Management

4 points  

Question 7

1. To apply the techniques of process management, processes must be _______.

		costly and time consuming
		repeatable and measurable
		centrally controlled and random
		simple and lengthy

4 points  

Question 8

1. In the case of a manufacturing company, which of the following is an example of a value-creation process?

		Product designing
		Human resource services
		Public relations
		Legal services

4 points  

Question 9

1. A __________ is a subset of objects taken from the ___________.

		population; sample
		cluster, strata
		sample; population
		sample space; experiment

4 points  

Question 10

1. _____________ is the process of designing a product for efficient production at the highest level of quality.

		Design for environment
		Design for manufacturability
		Design for environment
		Concurrent engineering

4 points  

Question 11

1. The predicted reliability determined by the design of the product or process is called the _____reliability.

		achieved
		perceived
		inherent
		nominal

4 points  

Question 12

1. Short repeated patterns in a control chart, with alternating high peaks and low valleys, are known as:

		trends
		cycles
		shifts
		runs

4 points  

Question 13

1. Defects per million opportunities (dpmo) = _______________.

		(number of defects discovered/opportunities for error) x 100,000
		opportunities for error x number of defects discovered /1,000,000
		(number of defects discovered/opportunities for error) x 1,000,000
		opportunities for error / number of defects discovered x 10,000,000

4 points  

Question 14

1. In service applications, the term _________ is generally used to describe a nonconformance.

		error
		unit
		cycle
		trend

4 points  

Question 15

1. The concept of total quality is defined as a(n):

		people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.
		structured approach to organization management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them.
		customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.
		integrated approach to organizational management that results in lower consumption of resources.

4 points  

Question 16

1. Which of the following principles supports statistical thinking, a philosophy of learning and action?

		Understanding and increasing variation are keys to success.
		All work occurs in a system of independent processes.
		Variation exists in all processes.
		Variations make it easy to understand root causes in a production process issue.

4 points  

Question 17

1. According to point one of Deming’s 14 points for quality improvement, the responsibility of improving a firm’s competitive position lies with ___________.

		top management
		employees
		suppliers
		middle management

4 points  

Question 18

1. A ___________ is a set of functions or activities within an organization that work together for the aim of the organization.

		schema
		hidden factory
		quincunx
		system

4 points  

Question 19

1. According to Hackman and Oldham work design model, a job is said to have high _____ if it permits workers freedom, independence, and authority to exercise personal control over the work.

		autonomy
		task identity
		task significance
		skill variety

4 points  

Question 20

1. The management team at Kyra Electronics, is looking for ways to achieve higher levels of performance.  It is trying to obtain higher yields and reduce cycle times.  In the context of the three major activities involved in process management, the management team at Kyra, is engaged in the ____________ activity of process management.

		mapping
		improvement
		design
		control

4 points  

Question 21

1. Which of the following is NOT a tool for descriptive statistics?

		Frequency distribution
		Regression analysis
		Proportion
		Histogram

4 points  

Question 22

1. ____________ is a method to describe combinations of conditions or events that can lead to a failure.

		Axiomatic design
		Quality function deployment
		Fault tree analysis
		Total quality management

4 points  

Question 23

1. Control limits are often confused with ________.

		specification limits
		center lines
		pre-control lines
		three sigma limits

4 points  

Question 24

1. A __________ is the result of some cause that gradually affects the quality characteristics of the product and causes the points on a control chart to gradually move up or down from the center line.

		defect
		process shift
		cycle
		trend

4 points  

Question 25

1. While designing a customer satisfaction survey, organizations should use:

		compound questions.
		questions with double negatives.
		leading questions.
		questions that address only one issue or idea.