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1) An improvement in quality must necessarily increase costs. False ฀ 2) Continuous improvement is based on the philosophy that any aspect of an organization can be improved. True ฀ 3) Continuous improvement is based on the philosophy that any aspect of an organization can be improved. True ฀ 4) Concept screening reduces uncertainty regarding the final design with time. True ฀ 5) Customers buy concept more than the package and process. True ฀ 6) Pareto charts are a graphical way of identifying the few critical items from the many less important ones. True ฀ 7) Modularization may help reduce product design complexity. True ฀ 8) Cause-and-effect diagrams use a schematic technique to discover possible locations of quality problems. True ฀ 9) Cause-and-effect diagram helps identify the source of a problem. True ฀ 10) The more effort that is put into error prevention, the more internal and external failure costs are reduced. True ฀ 11) Internal failure costs are associated with scrap, rework, and downtime. True ฀ 12) Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions. False ฀ 13) Benchmarking selects a demonstrated standard of performance that represents the very best performance for a process or activity. True ฀ 14) If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? a. 2700 b. 3.4 c. 34 d. 6 times the monthly standard deviation of passengers e. 6.0 15) Training and development of personnel in the best way to perform their jobs' is related to what type of cost? a. Internal failure cost.

b. Prevention cost. c. External failure cost. d. Appraisal cost. 16) Which one of the following is NOT a performance indicator employed in Balanced Score Card? a. Customer performance b. Learning and growth performance c. Sustainability performance d. Financial performance 17) There are five main stages in design of products or services. Which is the correct sequence? a. Concept generation, Screening, Preliminary design, Prototyping and final design, Evaluation and improvement. b. Concept generation, Screening, Preliminary design, Evaluation and improvement, Prototyping and final design. c. Preliminary design, Screening, Concept generation, Evaluation and improvement, Prototyping and final design. d. Preliminary design, Screening, Concept generation, Prototyping and final design, Evaluation and improvement.

18) Which of the following is NOT an aspect of vulnerability when evaluating a concept? a. The cost to the firm of the product or service failing in the marketplace. b. The risk of the concept failing in the marketplace. c. The consequences of everything going wrong. d. The amount of reorganization required in the organization's activities to produce the product or service. e. The risk of being unable to produce the product or service acceptably. 19) A successful TQM program incorporates all the following EXCEPT a. Continuous improvement b. Employee involvement c. Benchmarking d. Centralized decision-making authority e. None of the above

20) Some organizations bring a degree of formality to the internal customer concept. They are encouraging (or requiring) different parts of the operation to agree: a. A service-level agreements (SLAS) b. Economic order quantity (EOQ) c. Economic batch quantity (EBQ) d. All the above

21) The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as a. Continuous improvement. b. Benchmarking c. Copycatting d. Employee empowerment. 22) Which of the following statements is correct? a. Inspection determines the root cause of product failures. b. Inspection separates acceptable from unacceptable products. ‫اكيد مو‬ c. Inspection always ensures that customers will be satisfied with goods and services. d. Inspection is the most cost-effective way of ensuring quality. 23) In the area of product design, the acronym CAD refers to: a. Commercial applications design b. Conceptually appropriate design c. Computer aided design d. Completely automated design 24) Why is good product and service design important? a. Operations managers' pay is determined by the quality of product design b. The visual appeal of a product is the most important factor in selling it. c. Products are the last thing a customer sees of a company d. Products and services are usually the first thing customers see of a company, so they should have an impact e. None of the above,

25) In the preliminary design stage, design complexity is reduced through a. Standardization. b. Commonality c. Modularization. d. All the above 26) Which of the following determinants of service quality involves politeness, respect, consideration, and friendliness of contact personnel? a. Courtesy b. Competence c. Responsiveness

d. Reliability 27) In ———- improvements often expensive, and need high investment of capital, disrupting the ongoing workings of the operation and involving changes in the product/service or process technology. a. Quality Function Deployment b. Kaizen c. Radical or breakthrough d. Continuous improvement

28) While it might seem ideal to inspect every single product or service, 100 per cent checking may be more practical for the following reasons EXCEPT: a. It might be dangerous to inspect everything. b. Checking everything might destroy the product or interfere with the service. c. Checking everything can be time-consuming d. All the above

29) Which of the following is NOT one of the major categories of costs associated with quality? a. prevention costs b. appraisal costs c. external failures d. none of the above 30) Ideas for new or improved designs can come from: a. Competitors b. Research and development departments c. Staff d. All the above

31) Which of the following is NOT related to simplifying product design? a. Commonality b. Modularization c. Standardization d. Vertical Integration 32) Which one of the following does NOT hold true for Kaizen? a. Process-based evaluation b. Gradual and consistent change c. Large maintenance effort d. Dramatic effects

33) Sami bought a ball pen and found that it does not write well. It indicates lacking in what characteristics of quality. a. Durability. b. Reliability. c. Appearance. d. Functionality. 34) Which of the following indicates a composite performance measure? a. Customer satisfaction. b. Labor productivity. c. Defects per unit. d. Order lead-time. 35) Investigating quality problems and providing quality reports, is related to what type of cost? a. External failure cost. b. Appraisal cost. c. Internal failure cost. d. Prevention cost.

36) A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using a. Scatter diagram b. Pareto chart c. Taguchi loss function d. Cause and effect diagram 37) "Kaizen" is a Japanese term meaning a. Continuous Improvement b. Just-in-time (JIT) c. Fishbone diagram d. Setting Standards 38) ————— are formal definitions of the dimensions of service and the relationship between two parts of an organization. The type of issues that would be covered by such an agreement could include response times, the range of services, dependability of service supply. a. Waste identification b. Synchronized flow c. Business process reengineering d. Service-level agreements 39) ———— is a tool that helps to fulfill customer expectations. a. Quality function deployment (QFD)

b. Polar Diagram c. Affinity diagram d. All the above 40) Deming improvement cycle includes: a. Plan-act-check-control. b. Plan-do-check-act. c. Plan-act-check-do. d. Plan-do-check-control.

41) The various gaps between customer perception and expectation in diagnosing quality problems DO NOT normally include which of the following? a. The concept-specification gap b. The actual quality-communicated- image gap. c. The customer's specification-operation's specification gap. d. The quality produced benefits provided gap. 42) To get to a final design of a product or service, the design activity must pass through several key stages. Which one of the followings is NOT one of these stages? a. Preliminary design. b. Prototyping and final design. c. Concept Screening. d. Marketing research 43) The process of dismantling and inspecting a competitor's new or revised product for the purpose of gleaning design ideas is called: a. Reverse engineering. b. Disassembly. c. Design by computer. d. Product analysis.

44) A successful TQM program incorporates all the following EXCEPT a. Continuous improvement b. Employee involvement c. Benchmarking d. Centralized decision-making authority e. None of the above....