1) Deming argued that it is pointless for management to insist that line workers stop producing defective products, because:
A. workers are not motivated to improve unless a financial incentive is offered.
B. the overwhelming majority of product defects are due to poorly designed products and processes.
C. it is the supervisor’s responsibility to ensure quality through effective quality control.
D. management systems that are unsupported of quality initiatives should be re engineered in advance.
2) “Quality is conformance to specifications” defines quality from a/an .............perspective.
A. value-based
B. design
C. operations
D. customer
3) A company dealing with a product recall is incurring costs.
A. producer
B. appraisal
C. external failure
D. internal failure
4) Whereas gradual 'continuous . . . . improvement is characteristic of traditional quality management, improvement represents large discontinuous changeresulting in significant improvements to the process.
A. progressive
B. breakthrough
C. successive
D. exponential
5) ........... is an important aspect of service quality.
A. Aesthetics
B. Serviceability
C. Durability
D. Accuracy
6) In both manufacturing and service processes, places where the defective “product” is sent to be reworked or scrapped are referred to as:
A. recycling units.
B. hidden factories.
C. outlier facilities.
D. outsourcing units.