Quality management quiz PDF

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These are practice test problems that help you get ready for the OA test...

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Quality Management 1. During a routine physical exam, Dr. Dodd politely answers Mark’s questions about heart disease. Dr. Dodd discusses the benefits of exercise and a healthy diet as well as medications that are available to prevent heart disease. Dr. Dodd seems confident and knowledgeable. Which service quality dimension does this example best illustrate? Assurance 2. ________ are incurred when a company evaluates customer satisfaction. Appraisal costs 3. Which of the following is likely to occur in the “improve” stage of Six Sigma? Utilizing kaizen teams to make immediate process changes

4. Which of the following would be used to collect raw data during statistical process control? * Check sheet 5. An engineer wants a visual representation of the most frequent occurrences in descending order among all data points. Which statistical process control (SPC) tool would be most useful? * Pareto chart 6. Southern Airlines adheres to a philosophy of total quality management and encourages all employees and suppliers to share responsibility for quality. What is the likely result of these efforts by Southern Airlines? Southern Airline meets customers’ needs and expectations. 7.

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Quality Management 8. A key advantage of team problem solving is that team members ________. share the workload 9. Which tool enables a firm to evaluate the relationship between customer expectations and product design characteristics? * House of quality matrix 10. Managers at Feldman’s Fried Chicken, a national fast-food chain, are implementing the PlanDo-Check-Act cycle to ensure consistent food and service. So far, the managers have determined that the length of time that orders are filled at the drive-through window is too long. New procedures for taking food orders have been implemented and changes have been documented. What should occur next in the Plan-Do-Check-Act cycle? * Analyzing the new process to determine if the orders are being filled 11. Which competitive advantage would a company gain from choosing to partner with a single supplier to source similar parts? An increase in total quality 12. Which of the following is an example of internal failure cost? * A restaurant discarding spoiled dairy products 13. A sports apparel company promotes the brand image of its products through mass-market commercials, team sponsorships, and social media campaigns. On which dimension of product quality is the company focusing? Perceived Quality 14. True or False. For the benchmarking process to provide useful information, the two companies being compared must be direct competitors in the same industry. * False 15. The purpose of ___________ is to set a standard based upon the company that is recognized benchmarking 16. Which tool is used in the Six Sigma “define” phase to provide an overview of an entire process and identify what is necessary to meet customer needs? * Value Stream Mapping 17. Benson Manufacturing defines quality from an external perspective. In order to create a quality product, what should Benson do first? * Implement quality function deployment 18. What is the primary goal of Six Sigma? Reducing the number of defects 19. A ________, which is also known as a box chart, illustrates the frequency of data observations within a preset range of values. Histogram 2

Quality Management 20. Employee training that focuses on the use of Pareto charts will most likely enable employees to ________. * determine the likely causes of quality problems 21. Companies primarily hold focus groups for the purpose of ________. * determining the needs and wants of customers 22. When applying Six Sigma, which tool improves process performance by solving problems in real-time? * Design of experiments 23. Wilson Electronics is using statistical process control to reduce the number of defects in the computer monitors that the firm manufactures. Managers want front-line supervisors to have the ability to determine instantly when the manufacturing process is heading towards instability so that corrective measures can be taken before computer monitors become defective. Which tool would be best for this task? Control chart 24. Which quality management strategy involves giving decision-making authority to front-line workers? Employee empowerment 25. True or False. Joseph Juran asserted that quality is based on four components: quality improvement, quality control, quality planning, and quality circles. (Kaoru Ishikawa)

26. Which of the following best describes employee empowerment? * Extending employee responsibility and authority to the lowest levels of an organization

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