Question 1. Which of the following is most appropriate in describing the quality efforts undertaken with the Frederick Taylor management philosophy?
Statistical process control
Extensive use of quality circles
Widespread use of inspection
None of the above
Question 2. Final intent of inspection should be all of the following except which one?
To allow other workers to concentrate on output quantity rather than quality
To gather information on the process
To discover and help resolve production problems
To judge the quality of manufacturing
Question 3. ISO 9000 audits are required
every month.
every 6 months.
once every year.
every 3 years.
Question 4. Deming's philosophy focuses on improvements in product and service quality by
100% inspection.
reducing variation.
financial analysis.
separating the planning and execution functions of management.
Question 5. The ability of employees to convey trust and confidence to a customer illustrates which of the following service-quality dimensions?
Reliability
Assurance
Responsiveness
Empathy
Question 6. If everyone is able to answer the question, "What does strategy mean in terms that I can act on," which aspect of deployment will it address?
Improperly defined organizational objectives
Lack of alignment across the organization
Misallocation of resources
Insufficient operational measures
Question 7. According to Herzberg's two-factor theory, which of the following factors is an example of a maintenance factor?
Recognition
Advancement
Safe working environment
Achievement
Question 8. The design activity of process management focuses on
identifying new markets and product opportunities.
ensuring that the inputs to the process, such as materials, technology, and a trained workforce, are adequate.
maintaining consistency in output by assessing performance and taking corrective action when necessary.
continually seeking to achieve higher levels of performance.
Question 9. Which of the following consists of workers and supervisors who meet regularly to address work-related problems involving quality and productivity?
Problem-solving team
Project team
Virtual team
Quality circle
Question 10. Investment made to keep nonconforming products from occurring is
prevention cost.
appraisal cost.
internal failure cost.
external failure cost.
Question 11. Another name for a cause and effect diagram is a
control chart.
C & E diagram.
scatter diagram.
quality chart.
Question 12. The _____ is often used to verify a cause-and-effect relationship.
Ishikawa diagram
scatter diagram
value stream map
flowchart
Question 13. A company's value system and its collection of guiding principles is known as its
mission statement.
corporate culture.
strategic plan.
vision statement.
Question 14. Which of the following is not an area of similarity between TQM and SCM?
Strengthening organization competitiveness
Focus on performance
Customer satisfaction
Cost controls
Question 15. Deming's profound knowledge consists of four elements. Explain Deming's theory of knowledge. What is knowledge and how is it possible? Your discussion should relate to this element of Deming's profound knowledge and not to the theory of knowledge in general. Your response should be at least 150 words.
Question 16. Deming created 14 points of management. Explain each point listed below and why it is important to TQM. Your response should be at least 75 words.
1. Point 7: Institute Leadership
2. Point 8: Drive Out Fear
3. Point 9: Optimize the Efforts of Teams
Question 17. Twenty samples of subgroup size of 5 (n = 4) were collected for a variable measurement. Determine the upper control limit (UCL) for an R-chart if the mean of the sample ranges equals 6.4.
Factors for calculating control limits:
n A2 D3 D4
2 1.880 0 3.267
3 1.023 0 2.574
4 0.729 0 2.282
5 0.577 0 2.114
6 0.483 0 2.004