this MCQs of total quality management that we studies in our master degree in pharmaceutical analysis and quality control in the university of medical science and technology in Sudan Khartoum. i wrote this MCQs to help my classmates and other students that studies Total Quality Management.
Thanks for reading My Notes
This document provides an overview of total quality management (TQM). It defines TQM and discusses its key concepts, including its focus on customer satisfaction, commitment from management, and involvement of the entire workforce. The document also summarizes the contributions of quality gurus such as Deming, Juran, and Crosby to the development of TQM principles and techniques. Barriers that can prevent successful implementation of TQM are also mentioned.
The document discusses service quality gaps at Z.H. Sikder University of Science & Technology based on a student survey. Key findings include:
1. Major gaps identified were problems with the library, teacher turnover, education standards, computer/internet access, transportation, washrooms and lack of experienced teachers.
2. Gaps were presented through bar diagrams showing most students dissatisfied with the computer/internet, washrooms and library.
3. To close gaps, the university needs to better understand student expectations, establish proper service standards, ensure service meets standards, and ensure promises match performance.
The document discusses several key concepts related to service quality:
1) Service quality aims to satisfy customer needs and lead to customer retention through higher perceived value relative to price paid.
2) A focus on quality improvement and adherence to standards can increase profitability by reducing costs and increasing customer lifetime value.
3) Defining and measuring service quality is complex, as it depends on both technical and functional aspects, as well as customer perceptions and expectations.
4) Managing quality requires understanding customer perspectives, collecting feedback, setting goals, and continuously improving standards.
Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model”
Challenged traditional Customer Satisfaction Models that More is better, i.e. the more you perform on each service attribute the more satisfied the customers will be.
Proposed new Customer Satisfaction model (Kano Model)
Performance on product and service attributes is not equal in the eyes of the customers
Performance on certain categories attributes produces higher levels of satisfaction than others.
Total Quality Management is a combined effort of both top level management as well as employees of an organization to formulate effective strategies and policies to deliver high quality products which not only meet but also exceed customer satisfaction.
The document discusses the history and concepts of quality management. It traces the evolution of total quality management (TQM) from its origins in Japan after World War II to its adoption in other countries. Some key aspects covered include Deming's statistical quality control methods, the emphasis of TQM on customer satisfaction over profits, and how the 1991 economic reforms in India increased competition and the need for quality. The document also defines quality, outlines the principles and benefits of TQM, and describes factors such as dimensions, requirements, and evolution of quality.
This document discusses several key aspects of defining and measuring service quality. It begins by outlining conceptual models that view service quality as having both technical and functional dimensions. It then describes five commonly used dimensions to evaluate service quality: reliability, responsiveness, assurance, empathy and tangibles. The document also discusses using SERVQUAL, a widely adopted instrument, to measure service quality by assessing the gap between customer expectations and perceptions. However, it notes there are some potential problems with solely relying on SERVQUAL scores to develop marketing plans.
The document provides an overview of quality concepts including definitions of quality, quality control, dimensions of quality, and the evolution of quality approaches. It discusses concepts like total quality management, Deming's 14 points, Kaizen technique, quality by design, and product development cycles. The key aspects covered are definitions of quality, importance of meeting customer expectations, involvement of all aspects of a firm in quality, and designing quality into products through evaluating prototypes and design changes.
This document provides an overview of total quality management (TQM). It defines TQM and discusses its key concepts, including its focus on customer satisfaction, commitment from management, and involvement of the entire workforce. The document also summarizes the contributions of quality gurus such as Deming, Juran, and Crosby to the development of TQM principles and techniques. Barriers that can prevent successful implementation of TQM are also mentioned.
The document discusses service quality gaps at Z.H. Sikder University of Science & Technology based on a student survey. Key findings include:
1. Major gaps identified were problems with the library, teacher turnover, education standards, computer/internet access, transportation, washrooms and lack of experienced teachers.
2. Gaps were presented through bar diagrams showing most students dissatisfied with the computer/internet, washrooms and library.
3. To close gaps, the university needs to better understand student expectations, establish proper service standards, ensure service meets standards, and ensure promises match performance.
The document discusses several key concepts related to service quality:
1) Service quality aims to satisfy customer needs and lead to customer retention through higher perceived value relative to price paid.
2) A focus on quality improvement and adherence to standards can increase profitability by reducing costs and increasing customer lifetime value.
3) Defining and measuring service quality is complex, as it depends on both technical and functional aspects, as well as customer perceptions and expectations.
4) Managing quality requires understanding customer perspectives, collecting feedback, setting goals, and continuously improving standards.
Developed foundation for an approach on “Attractive Quality Creation” commonly referred to as the “Kano Model”
Challenged traditional Customer Satisfaction Models that More is better, i.e. the more you perform on each service attribute the more satisfied the customers will be.
Proposed new Customer Satisfaction model (Kano Model)
Performance on product and service attributes is not equal in the eyes of the customers
Performance on certain categories attributes produces higher levels of satisfaction than others.
Total Quality Management is a combined effort of both top level management as well as employees of an organization to formulate effective strategies and policies to deliver high quality products which not only meet but also exceed customer satisfaction.
The document discusses the history and concepts of quality management. It traces the evolution of total quality management (TQM) from its origins in Japan after World War II to its adoption in other countries. Some key aspects covered include Deming's statistical quality control methods, the emphasis of TQM on customer satisfaction over profits, and how the 1991 economic reforms in India increased competition and the need for quality. The document also defines quality, outlines the principles and benefits of TQM, and describes factors such as dimensions, requirements, and evolution of quality.
This document discusses several key aspects of defining and measuring service quality. It begins by outlining conceptual models that view service quality as having both technical and functional dimensions. It then describes five commonly used dimensions to evaluate service quality: reliability, responsiveness, assurance, empathy and tangibles. The document also discusses using SERVQUAL, a widely adopted instrument, to measure service quality by assessing the gap between customer expectations and perceptions. However, it notes there are some potential problems with solely relying on SERVQUAL scores to develop marketing plans.
The document provides an overview of quality concepts including definitions of quality, quality control, dimensions of quality, and the evolution of quality approaches. It discusses concepts like total quality management, Deming's 14 points, Kaizen technique, quality by design, and product development cycles. The key aspects covered are definitions of quality, importance of meeting customer expectations, involvement of all aspects of a firm in quality, and designing quality into products through evaluating prototypes and design changes.
What is quality and quality improvement, what is cost reduction, types of problems (sporadic and chronic), need of quality improvement and cost reduction
This document discusses managing employees and customers in marketing services. It covers the boundary spanning roles of service personnel and potential conflicts. Managing customers effectively involves developing trust, understanding their habits, and monitoring performance. The key roles of marketing are to help resolve issues around boundary spanning roles and implement strategies for good customer management.
The document discusses strategies for managing customer relationships and building loyalty. It covers four stages of brand loyalty, why loyalty is important for profitability, assessing the value of loyal customers, and reasons why customers become loyal. It also discusses strategies for developing loyalty bonds such as rewarding customers, reducing customer defections, handling complaints and recovering from service failures. The importance of service guarantees and how to design effective guarantees is also covered.
Total Quality Management (TQM) focuses on meeting customer expectations through integrated organizational efforts to improve quality. The key aspects of TQM discussed in the document include: 1) the four dimensions of quality for manufacturing and service organizations, 2) the costs of quality and prevention through tools like QFD and seven problem solving tools, 3) quality awards like the Malcolm Baldrige National Quality Award and Deming Prize that recognize excellence. TQM relies on concepts like continuous improvement, quality at the source, teams, and supplier certification.
Total Quality Management (TQM) is a comprehensive, organization-wide approach to continuous improvement that aims to meet customer needs and expectations. TQM focuses on continuous process improvement through teamwork and employee involvement at all levels. It recognizes that quality cannot be inspected into a product but must be built into the product through attention to the design and management of processes. TQM aims to achieve customer satisfaction by focusing on both product features and freedom from deficiencies.
The document discusses the implementation of Total Quality Management (TQM) at Rashtriya Ispat Nigam Limited (RINL), a public sector steel plant in India. RINL implemented TQM to improve quality, productivity, and performance. Key steps included establishing a TQM cell, quality management system, audits, and tools like quality improvement projects. Benchmarking, annual improvement plans, and employee involvement further drove continuous improvement. TQM provided tangible benefits such as increased sales and profits, lower costs, fewer defects and accidents. Intangible benefits included improved image, customer satisfaction, and quality culture. Full ISO 9001 certification confirmed RINL's success with TQM.
1) Service failures occur when a provider does not meet a customer's expectations for service.
2) There are various causes of service failures including issues with the provider's systems, facilities, staff actions, and more.
3) When a failure occurs, customers can choose to complain, put up with it, or leave. Complaining gives the provider an opportunity to respond and improve.
4) Effective service recovery aims to resolve the failure, maintain the customer's perception of quality, and possibly increase satisfaction beyond normal levels. It should address issues of distributive, procedural, and interactional justice.
Dollarama, a Canadian discount retailer, saw a 20% increase in profits and opened 93 new stores in the past year. The company plans to continue expanding by adding about 120 new stores over the next 18 months, focusing on Ontario and Western Canada. This expansion will impact Dollarama's supply chain by requiring increased sourcing of materials, hiring more workers, and purchasing assets for new stores. It will decrease profits in the short term as operations expand but is expected to continue Dollarama's growth trend.
Total Quality Management (TQM) is a management philosophy focused on meeting customer needs and expectations through continuous improvement. It emphasizes employee empowerment and involvement across all departments. The key aspects of TQM include defining customers, both internal and external, focusing on continuous process improvement, using tools like flow charts and control charts, and implementing steps like defining objectives and measuring results.
This document contains 30 multiple choice questions about quality management principles and approaches including total quality management (TQM), Six Sigma, and various quality pioneers such as Deming, Juran, Ishikawa and Taguchi. The questions cover topics such as the definition of self-assessment, origins of total quality control, quality gurus, aspects and prescriptions of TQM, internal customers, costs of quality, advantages and disadvantages of different approaches, ISO standards, and roles in Six Sigma.
This document provides an overview of quality assurance in healthcare. It discusses key concepts like continuous quality improvement and defines quality assurance. It outlines objectives of quality assurance like designing well-monitored processes to improve patient outcomes. Approaches covered include general approaches like credentialing, licensure, and accreditation, as well as specific approaches like audits and peer review. Models of quality assurance are presented, including the Donabedian model of structure, process and outcomes. Quality tools and the quality assurance cycle are also summarized.
This document discusses service blueprinting, physical evidence, and servicescapes. It defines service blueprinting as a pictorial representation that maps the service process, customer contact points, and evidence of the service from the customer's perspective. It outlines the components of a service blueprint including customer actions, employee actions, support processes, and physical evidence. The document also discusses how service blueprints can be used for new service development, quality control, and operations management. Finally, it defines physical evidence and servicescapes, and their roles in facilitating the customer experience and differentiating service providers.
NABH ACCREDITATION: Choosing the right hospital-Mahboob ali khan MHA, CPHQ, P...Healthcare consultant
There are a number of hospitals in India that offer a multitude of medical services. In a medical emergency, the nearest hospital is chosen. However, when there is time to choose a hospital, how should one choose?
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
The document summarizes the Kano model, which is a technique used to prioritize customer needs based on their impact on satisfaction. It breaks needs down into five categories: must-be attributes, performance attributes, excitement attributes, indifferent attributes, and dissatisfiers. Questionnaires are used to determine which category each attribute falls into. Plotting the attributes on a Kano graph allows companies to strategically focus on meeting attributes that will most increase customer satisfaction and drive purchases.
operations management(vendor selection and rating)POOJA UDAYAN
The document discusses vendor selection and rating. Vendors are companies that sell goods or services and are part of the supply chain. Vendor selection is an important purchasing decision made based on factors like price, quality, delivery, production facilities, financial position, and performance history. Vendor rating evaluates and approves potential vendors through a quantitative assessment of their performance in areas such as delivery, quality, and price. There are three main methods for vendor rating: the categorical method which uses subjective evaluations, the weighted point method which allocates points based on factors, and the cost ratio method which calculates ratios based on procurement costs.
Service blueprints provide a visual map of a service process from the customer's perspective. They show customer actions and touchpoints, as well as frontstage and backstage employee actions and support processes. The key components are the customer actions line, line of visibility separating visible and invisible employee actions, line of internal interaction separating employee actions from support processes, and evidence of service. Service blueprints can be used for new service development, improving reliability, service recovery strategies, and informing various business functions like human resources, technology, marketing, and operations management.
Being Quality Engineer I'll share that Why "Quality" of Anythings are so Important in any Manufacturing,Industry & Business To Establish the Reputation of Company Standards and Meets Customer's Satisfaction & Cost Effectively Quality is Part Of Everybody's Job.
This document discusses organizing for total quality management using a systems approach. It emphasizes that quality must be a pervasive attitude throughout the entire organization, supported by an infrastructure to set goals and implement action plans. Key elements include identifying activities critical to customer value in the value chain, prioritizing these "load-bearing" activities, and integrating functions both horizontally and vertically. Employee involvement through cross-functional teams is seen as critical for motivation, productivity and facilitating quality improvement.
The document provides a quality management exercise with 45 multiple choice questions covering key quality management concepts and tools. The questions address topics such as definitions of quality, quality costs, quality gurus like Deming and Juran, total quality management principles, ISO standards, Six Sigma, statistical process control tools, and inspection.
This document provides sample exam questions for Management 3710's first exam. It includes true-false and multiple choice questions covering chapters 1-3 of the course textbook, which discuss quality management fundamentals such as definitions of quality, total quality management philosophies, and quality frameworks. The questions assess understanding of key concepts like the evolution of quality practices, Deming and Juran's philosophies, and ISO standards. Discussion questions prompt analysis of quality-related topics like defining quality and linking quality to strategic planning.
What is quality and quality improvement, what is cost reduction, types of problems (sporadic and chronic), need of quality improvement and cost reduction
This document discusses managing employees and customers in marketing services. It covers the boundary spanning roles of service personnel and potential conflicts. Managing customers effectively involves developing trust, understanding their habits, and monitoring performance. The key roles of marketing are to help resolve issues around boundary spanning roles and implement strategies for good customer management.
The document discusses strategies for managing customer relationships and building loyalty. It covers four stages of brand loyalty, why loyalty is important for profitability, assessing the value of loyal customers, and reasons why customers become loyal. It also discusses strategies for developing loyalty bonds such as rewarding customers, reducing customer defections, handling complaints and recovering from service failures. The importance of service guarantees and how to design effective guarantees is also covered.
Total Quality Management (TQM) focuses on meeting customer expectations through integrated organizational efforts to improve quality. The key aspects of TQM discussed in the document include: 1) the four dimensions of quality for manufacturing and service organizations, 2) the costs of quality and prevention through tools like QFD and seven problem solving tools, 3) quality awards like the Malcolm Baldrige National Quality Award and Deming Prize that recognize excellence. TQM relies on concepts like continuous improvement, quality at the source, teams, and supplier certification.
Total Quality Management (TQM) is a comprehensive, organization-wide approach to continuous improvement that aims to meet customer needs and expectations. TQM focuses on continuous process improvement through teamwork and employee involvement at all levels. It recognizes that quality cannot be inspected into a product but must be built into the product through attention to the design and management of processes. TQM aims to achieve customer satisfaction by focusing on both product features and freedom from deficiencies.
The document discusses the implementation of Total Quality Management (TQM) at Rashtriya Ispat Nigam Limited (RINL), a public sector steel plant in India. RINL implemented TQM to improve quality, productivity, and performance. Key steps included establishing a TQM cell, quality management system, audits, and tools like quality improvement projects. Benchmarking, annual improvement plans, and employee involvement further drove continuous improvement. TQM provided tangible benefits such as increased sales and profits, lower costs, fewer defects and accidents. Intangible benefits included improved image, customer satisfaction, and quality culture. Full ISO 9001 certification confirmed RINL's success with TQM.
1) Service failures occur when a provider does not meet a customer's expectations for service.
2) There are various causes of service failures including issues with the provider's systems, facilities, staff actions, and more.
3) When a failure occurs, customers can choose to complain, put up with it, or leave. Complaining gives the provider an opportunity to respond and improve.
4) Effective service recovery aims to resolve the failure, maintain the customer's perception of quality, and possibly increase satisfaction beyond normal levels. It should address issues of distributive, procedural, and interactional justice.
Dollarama, a Canadian discount retailer, saw a 20% increase in profits and opened 93 new stores in the past year. The company plans to continue expanding by adding about 120 new stores over the next 18 months, focusing on Ontario and Western Canada. This expansion will impact Dollarama's supply chain by requiring increased sourcing of materials, hiring more workers, and purchasing assets for new stores. It will decrease profits in the short term as operations expand but is expected to continue Dollarama's growth trend.
Total Quality Management (TQM) is a management philosophy focused on meeting customer needs and expectations through continuous improvement. It emphasizes employee empowerment and involvement across all departments. The key aspects of TQM include defining customers, both internal and external, focusing on continuous process improvement, using tools like flow charts and control charts, and implementing steps like defining objectives and measuring results.
This document contains 30 multiple choice questions about quality management principles and approaches including total quality management (TQM), Six Sigma, and various quality pioneers such as Deming, Juran, Ishikawa and Taguchi. The questions cover topics such as the definition of self-assessment, origins of total quality control, quality gurus, aspects and prescriptions of TQM, internal customers, costs of quality, advantages and disadvantages of different approaches, ISO standards, and roles in Six Sigma.
This document provides an overview of quality assurance in healthcare. It discusses key concepts like continuous quality improvement and defines quality assurance. It outlines objectives of quality assurance like designing well-monitored processes to improve patient outcomes. Approaches covered include general approaches like credentialing, licensure, and accreditation, as well as specific approaches like audits and peer review. Models of quality assurance are presented, including the Donabedian model of structure, process and outcomes. Quality tools and the quality assurance cycle are also summarized.
This document discusses service blueprinting, physical evidence, and servicescapes. It defines service blueprinting as a pictorial representation that maps the service process, customer contact points, and evidence of the service from the customer's perspective. It outlines the components of a service blueprint including customer actions, employee actions, support processes, and physical evidence. The document also discusses how service blueprints can be used for new service development, quality control, and operations management. Finally, it defines physical evidence and servicescapes, and their roles in facilitating the customer experience and differentiating service providers.
NABH ACCREDITATION: Choosing the right hospital-Mahboob ali khan MHA, CPHQ, P...Healthcare consultant
There are a number of hospitals in India that offer a multitude of medical services. In a medical emergency, the nearest hospital is chosen. However, when there is time to choose a hospital, how should one choose?
Quality Definition by Joseph Juran, Philip Crosby, William Stevenson, David Bentley, Characteristics of Quality, Performance,Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality, Quality Control, Statistical Quality control (SQC), Sampling Inspection, Consumer’s Risk, Producer’s risk,
The document summarizes the Kano model, which is a technique used to prioritize customer needs based on their impact on satisfaction. It breaks needs down into five categories: must-be attributes, performance attributes, excitement attributes, indifferent attributes, and dissatisfiers. Questionnaires are used to determine which category each attribute falls into. Plotting the attributes on a Kano graph allows companies to strategically focus on meeting attributes that will most increase customer satisfaction and drive purchases.
operations management(vendor selection and rating)POOJA UDAYAN
The document discusses vendor selection and rating. Vendors are companies that sell goods or services and are part of the supply chain. Vendor selection is an important purchasing decision made based on factors like price, quality, delivery, production facilities, financial position, and performance history. Vendor rating evaluates and approves potential vendors through a quantitative assessment of their performance in areas such as delivery, quality, and price. There are three main methods for vendor rating: the categorical method which uses subjective evaluations, the weighted point method which allocates points based on factors, and the cost ratio method which calculates ratios based on procurement costs.
Service blueprints provide a visual map of a service process from the customer's perspective. They show customer actions and touchpoints, as well as frontstage and backstage employee actions and support processes. The key components are the customer actions line, line of visibility separating visible and invisible employee actions, line of internal interaction separating employee actions from support processes, and evidence of service. Service blueprints can be used for new service development, improving reliability, service recovery strategies, and informing various business functions like human resources, technology, marketing, and operations management.
Being Quality Engineer I'll share that Why "Quality" of Anythings are so Important in any Manufacturing,Industry & Business To Establish the Reputation of Company Standards and Meets Customer's Satisfaction & Cost Effectively Quality is Part Of Everybody's Job.
This document discusses organizing for total quality management using a systems approach. It emphasizes that quality must be a pervasive attitude throughout the entire organization, supported by an infrastructure to set goals and implement action plans. Key elements include identifying activities critical to customer value in the value chain, prioritizing these "load-bearing" activities, and integrating functions both horizontally and vertically. Employee involvement through cross-functional teams is seen as critical for motivation, productivity and facilitating quality improvement.
The document provides a quality management exercise with 45 multiple choice questions covering key quality management concepts and tools. The questions address topics such as definitions of quality, quality costs, quality gurus like Deming and Juran, total quality management principles, ISO standards, Six Sigma, statistical process control tools, and inspection.
This document provides sample exam questions for Management 3710's first exam. It includes true-false and multiple choice questions covering chapters 1-3 of the course textbook, which discuss quality management fundamentals such as definitions of quality, total quality management philosophies, and quality frameworks. The questions assess understanding of key concepts like the evolution of quality practices, Deming and Juran's philosophies, and ISO standards. Discussion questions prompt analysis of quality-related topics like defining quality and linking quality to strategic planning.
Zero defects in manufacturing is the goal of TQM. According to the manufacturing-based definition of quality, quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost. The supply chain concept originated in logistics. 'Quality is defined by the customer' is a user-based definition of quality. Lean principles include reducing waste.
Total Quality Management Questions is a document containing 72 multiple choice questions about total quality management principles and practices. Some key topics covered include Deming's philosophy, Crosby's approach, the costs of quality, statistical process control, quality assurance, and quality control. The questions assess understanding of concepts like zero defects, continuous improvement, control charts, acceptance sampling, and the roles and responsibilities of quality professionals.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A. Time
A. intermediary
B. customer
C. producer
D. raw material supplier
E. retail outlet
A. Planning
B. Empowerment
C. Controlling
D.
This document provides information about the MGT 420 Final Exam from uopexam.com, including sample exam questions covering topics like quality management, strategic planning, supplier relationships, and the Baldrige criteria. The exam questions are multiple choice and cover definitions of quality management terms, concepts like the value chain, and frameworks such as the Baldrige criteria. It provides 40 questions as examples of the type of content on the MGT 420 Final Exam.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A. Time
A. intermediary
B. customer
C. producer
D. raw material supplier
E. retail outlet
A. Planning
B. Empowerment
C. Controlling
D.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A. Time
A. intermediary
B. customer
C. producer
D. raw material supplier
E. retail outlet
A. Planning
B. Empowerment
C. Controlling
D.
MGT 420 Final Exam Answers
A. Service reliability
B. Responsiveness
C. Perceived quality
D. Assurance
E. Empathy
A. Features
B. Durability
C. Conformance
D. Performance
E. Reliability
A. Management
B. Economics
C. Marketing
D. Staffing
E. Financing
1) If you select a physician solely on the reputation of the physician, you are basing
3) Like engineers, operations managers are very concerned about product and
process design. However, rather than focusing on only the technical aspects of
4) Which of the following is not an example of a strategic content variable?
A. Time
A. intermediary
B. customer
C. producer
D. raw material supplier
E. retail outlet
A. Planning
B. Empowerment
C. Controlling
D.
The document contains details about a quality management exam, including 20 multiple choice questions covering various quality management topics and concepts. It also describes a follow-up round that involves matching quality experts to their contributions and identifying people or companies from short clues and videos. The exam tests knowledge in areas like quality costs, quality planning tools, statistical process control, benchmarking, ISO standards, quality award programs, and contributions of important figures in the quality management field like Deming, Juran, Crosby, Ishikawa and Taguchi.
This document provides a multiple choice exam with 42 questions testing knowledge of quality management concepts and frameworks. The questions cover topics such as definitions of quality, quality gurus like Deming and Juran, the value chain, supplier quality management programs, and the Baldrige criteria.
This document provides a multiple choice exam with 40 questions testing knowledge of quality management concepts and frameworks. The questions cover topics such as definitions of quality, influential quality experts like Deming and Juran, quality tools and techniques, supplier quality management, and the Baldrige criteria.
The document contains a multiple choice test with 39 questions about project management concepts. The questions cover topics such as project integration, requirements definition, quality management, scheduling tools, and earned value analysis. The test aims to be completed within 30 seconds per question by selecting the single best answer out of four options.
This document contains 31 multiple choice questions about quality management principles and terms related to ISO 9001. The questions cover topics such as value-added activities, supplier selection, customer types, quality planning, auditing, customer satisfaction, quality policies, and definitions of key quality management roles and processes. The correct answer is provided for each question.
Service Encounters Grading Rubric Must be attached .docxlesleyryder69361
Service Encounters Grading Rubric
*Must be attached to first and final drafts*
NOTE: Any points on the first draft over 50 points will be credited as bonus
points
Grading
Rubric
Points
Possible
Points
Earned
A.
Describe
where
and
when
you
conducted
your
observation
5
B.
Describe
3-‐4
service
encounters,
following
the
format
of
the
examples
described.
Include
your
notes
on
the
conversations
and
described
persons.
15
C.
Present
your
analysis
of
your
conversational
data
in
which
you
will
identify:
i.
Utterances
(statements,
questions,
etc.)
that
invite
an
uptake
10
ii.
Either
the
presence
or
absence
of
uptakes
10
D.
Based
on
Bailey’s
work,
suggest
some
of
the
possible
reasons
for
a
person
not
to
offer
an
uptake.
10
Total:
50
5
Bonus
points
available
for
attaching
documentation
of
Writing
Center
Consultation
Question 1
You are doing the quality audit in an organization that has adopted Six Sigma. Which metric will give you the percentage of items handled correctly?
a.
Productivity
b.
Yield
c.
Output
d.
Standard Deviation
Question 2
Quality has been defined by the International Organization for Standardization (ISO) as the set of characteristics that meets the needs. Which of the following will most ensure that a project manager delivers a quality output?
a.
Understand the main customer’s quality requirements
b.
Build to specifications
c.
Conduct extensive validation and tests
d.
Training people in quality
Question 3
Six Sigma methodology is not appropriate for all projects. Which of the following makes it suitable to apply Six Sigma?
a.
Existence of a quality gap between current and desired situation
b.
Existence of a clearly understood problem
c.
Existence of a predetermined solution
d.
Existence of an obvious optimal solution
Question 4
You have been assigned to manage a project to develop a product for the global marketplace. Your team is distributed across many countries. Which of the following is not essential for a high quality outcome in this project?
a.
Understand the unspecified expectations of potential users
b.
Increase quality control on the deliverables from the teams in other countries
c.
Recognize the cultural approaches to quality between the distributed teams
d.
Institute a training program to ensure complete adherence to quality processes
Question 5
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Mc qs of total quality managements
1. MCQs of Total Quality Managements
Presented by: Mohamed Hersi Farah
Block 49, Arkewt, Khartoum Sudan
asqalaani89@gmail.com
Tell: +249901817294
M.Sc. Pharmaceutical analysis and Quality Control
University of Medical Science and Technology
2. MULTIPLE CHOICE
1. Which of the following statements regarding Arnold Palmer Hospital is false?
a. The hospital uses a wide range of quality management techniques.
b. The culture of quality at the hospital includes employees at all levels.
c. The hospital scores very highly in national studies of patient satisfaction.
d. The hospital's high quality is measured by low readmission rates, not patient satisfaction.
e. The design of patient rooms, even wall colors, reflects the hospital's culture of quality.
2. Arnold Palmer Hospital uses which of the following quality management techniques?
a. Pareto charts
b. flow charts
c. benchmarking
d. Just-in-Time
e. The hospital uses all of the above techniques.
3. Which of the following statements best describes the relationship between quality management and
product strategy?
a. Product strategy is set by top management; quality management is an independent activity.
b. Quality management is important to the low-cost product strategy, but not to the response or
differentiation strategies.
c. High quality is important to all three strategies, but it is not a critical success factor.
d. Managing quality helps build successful product strategies.
e. Companies with the highest measures of quality were no more productive than other firms.
4. "Quality is defined by the customer" is
a. an unrealistic definition of quality
b. a user-based definition of quality
c. a manufacturing-based definition of quality
d. a product-based definition of quality
e. the definition proposed by the American Society for Quality
5. "Making it right the first time" is
a. an unrealistic definition of quality
b. a user-based definition of quality
c. a manufacturing-based definition of quality
d. a product-based definition of quality
e. the definition proposed by the American Society for Quality
6. Three broad categories of definitions of quality are
a. product quality, service quality, and organizational quality
b. user-based, manufacturing-based, and product-based
c. internal, external, and prevention
d. low-cost, response, and differentiation
e. Pareto, Shewhart, and Deming
7. According to the manufacturing-based definition of quality,
a. quality is the degree of excellence at an acceptable price and the control of variability at an
acceptable cost
b. quality depends on how well the product fits patterns of consumer preferences
c. even though quality cannot be defined, you know what it is
d. quality is the degree to which a specific product conforms to standards
e. quality lies in the eyes of the beholder
3. 8. The role of quality in limiting a firm's product liability is illustrated by
a. ensuring that contaminated products such as impure foods do not reach customers
b. ensuring that products meet standards such as those of the Consumer Product Safety Act
c. designing safe products to limit possible harm to consumers
d. using processes that make products as safe or as durable as their design specifications call for
e. All of the above are valid.
9. Which of the following is not one of the major categories of costs associated with quality?
a. prevention costs
b. appraisal costs
c. internal failures
d. external failures
e. none of the above; they are all major categories of costs associated with quality
10. All of the following costs are likely to decrease as a result of better quality except
a. customer dissatisfaction costs
b. inspection costs
c. scrap costs
d. warranty and service costs
e. maintenance costs
11. Inspection, scrap, and repair are examples of
a. internal costs
b. external costs
c. costs of dissatisfaction
d. prevention costs
e. societal costs
12. "Employees cannot produce goods that on average exceed the quality of what the process is
capable of producing" expresses a basic element in the writings of
a. Vilfredo Pareto
b. Adam Smith
c. Joseph M. Juran
d. W. Edwards Deming
e. Philip B. Crosby
13. "Quality Is Free," meaning that the costs of poor quality have been understated, is the work of
a. Frank Gilbreth
b. Frank and Lillian Gilbreth
c. Philip B. Crosby
d. Crosby, Stills, and Nash
e. none of the above
14. The philosophy of zero defects is
a. the result of Deming's research
b. unrealistic
c. prohibitively costly
d. an ultimate goal; in practice, 1 to 2% defects is acceptable
e. consistent with the commitment to continuous improvement
15. Based on his 14 Points, Deming is a strong proponent of
a. inspection at the end of the production process
b. an increase in numerical quotas to boost productivity
c. looking for the cheapest supplier
d. training and knowledge
e. all of the above
4. 16. Stakeholders who are affected by the production and marketing of poor quality products include
a. stockholders, employees, and customers
b. suppliers and creditors, but not distributors
c. only stockholders, creditors, and owners
d. suppliers and distributors, but not customers
e. only stockholders and organizational executives and managers
17. Regarding the quality of design, production, and distribution of products, an ethical requirement for
management is to
a. determine whether any of the organization's stakeholders are violated by poor quality
products
b. gain ISO 14000 certification for the organization
c. obtain a product safety certificate from the Consumer Product Safety Commission
d. have the organization's legal staff write disclaimers in the product instruction booklets
e. compare the cost of product liability to the external failure cost
18. ISO 9000 seeks standardization in terms of
a. products
b. production procedures
c. suppliers' specifications
d. procedures to manage quality
e. all of the above
19. Which of the following is true about ISO 14000 certification?
a. It is not a prerequisite for ISO 9000 certification.
b. It deals with environmental management.
c. It offers a good systematic approach to pollution prevention.
d. One of its core elements is life-cycle assessment.
e. All of the above are true.
20. Which of the following is true about ISO 14000 certification?
a. It is a prerequisite for ISO 9000 certification.
b. It indicates a higher level of adherence to standards than ISO 9000.
c. It is only sought by companies exporting their goods.
d. It deals with environmental management.
e. It is of little interest to European companies.
21. To become ISO 9000 certified, organizations must
a. document quality procedures
b. have an onsite assessment
c. have an ongoing series of audits of their products or service
d. all of the above
e. none of the above
22. Total quality management emphasizes
a. the responsibility of the quality control staff to identify and solve all quality-related problems
b. a commitment to quality that goes beyond internal company issues to suppliers and
customers
c. a system where strong managers are the only decision makers
d. a process where mostly statisticians get involved
e. ISO 14000 certification
23. A successful TQM program incorporates all of the following except
a. continuous improvement
b. employee involvement
c. benchmarking
5. d. centralized decision-making authority
e. none of the above; a successful TQM program incorporates all of the above
24. "Kaizen" is a Japanese term meaning
a. a foolproof mechanism
b. just-in-time (JIT)
c. a fishbone diagram
d. setting standards
e. continuous improvement
25. Which of the following statements regarding "Six Sigma" is true?
a. The term has two distinct meanings—one is statistical; the other is a comprehensive
system.
b. Six Sigma means that about 99 percent of a firm's output is free of defects.
c. The Six Sigma program was developed by Toyota in the 1970's.
d. The Six Sigma program is for manufacturing firms, and is not applicable to services.
e. Six Sigma certification is granted by the International Standards Organization (ISO).
26. Quality circles members are
a. paid according to their contribution to quality
b. external consultants designed to provide training in the use of quality tools
c. always machine operators
d. all trained to be facilitators
e. none of the above; all of the statements are false
27. Techniques for building employee empowerment include
a. building communication networks that include employees
b. developing open, supportive supervisors
c. moving responsibility from both managers and staff to production employees
d. building high-morale organizations
e. All of the above are techniques for employee empowerment.
28. Building high-morale organizations and building communication networks that include employees
are both elements of
a. ISO 9000 certification
b. Six Sigma certification
c. employee empowerment
d. Taguchi methods
e. the tools of TQM
29. 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. employee empowerment
c. benchmarking
d. copycatting
e. patent infringement
30. An organization that has successfully used both internal and external benchmarking is
a. Marks and Spenser
b. DaimlerChrysler
c. L. L. Bean
d. Xerox
e. None of the above has used both internal and external benchmarking.
31. Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the
a. Taguchi Loss Function
6. b. Pareto chart
c. ISO 9000 Quality Cost Calculator
d. process chart
e. none of the above
32. A quality loss function utilizes all of the following costs except
a. the cost of scrap and repair
b. the cost of customer dissatisfaction
c. inspection, warranty, and service costs
d. sales costs
e. costs to society
33. Pareto charts are used to
a. identify inspection points in a process
b. outline production schedules
c. organize errors, problems, or defects
d. show material flow
e. all of the above
34. The "four Ms" of cause-and-effect diagrams are
a. material, machinery/equipment, manpower, and methods
b. material, methods, men, and mental attitude
c. named after four quality experts
d. material, management, manpower, and motivation
e. none of the above
35. Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events
through which a product travels is a
a. Pareto chart
b. process chart, flow chart and arrow chart
c. check sheet
d. Taguchi map
e. poka-yoke
36. The process improvement technique that sorts the "vital few" from the "trivial many" is
a. Taguchi analysis
b. Pareto analysis
c. benchmarking
d. Deming analysis
e. Yamaguchi analysis
37. 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. a Pareto chart
b. a scatter diagram
c. a Taguchi loss function
d. a cause and effect diagram
e. a flow chart
38. A customer service manager at a retail clothing store has collected numerous customer complaints
from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns,
she has organized these complaints into a small number of categories. This is most closely related
to the ____________ tool of TQM.
a. Taguchi loss function
b. cause and effect diagram
7. c. scatter diagram
d. histogram
e. process control chart
39. A manager tells her production employees, "It's no longer good enough that your work fall
anywhere within the specification limits. I need your work to be as close to the target value as
possible." Her thinking is reflective of
a. internal benchmarking
b. Six Sigma
c. ISO 9000
d. Taguchi concepts
e. process control charts
40. A fishbone diagram is also known as a
a. cause-and-effect diagram
b. poka-yoke diagram
c. Kaizen diagram
d. Kanban diagram
e. Taguchi diagram
41. If a sample of parts is measured and the mean of the measurements is outside the control limits, the
process is
a. in control, but not capable of producing within the established control limits
b. out of control and the process should be investigated for assignable variation
c. within the established control limits with only natural causes of variation
d. monitored closely to see if the next sample mean will also fall outside the control limits
e. none of the above
42. A quality circle holds a brainstorming session and attempts to identify the factors responsible for
flaws in a product. Which tool do you suggest they use to organize their findings?
a. Ishikawa diagram
b. Pareto chart
c. process chart
d. control charts
e. activity chart
43. When a sample measurement falls inside the control limits, it means that
a. each unit manufactured is good enough to sell
b. the process limits cannot be determined statistically
c. the process output exceeds the requirements
d. if there is no other pattern in the samples, the process is in control
e. no investigation is necessary until another sample value falls outside the control limits
44. Which of the following is true regarding control charts?
a. Values above the upper and lower control limits indicate points out of adjustment.
b. Control charts are built so that new data can be quickly compared to past performance data.
c. Control charts graphically present data.
d. Control charts plot data over time.
e. All of the above are true.
45. The goal of inspection is to
a. detect a bad process immediately
b. add value to a product or service
c. correct deficiencies in products
d. correct system deficiencies
e. all of the above
8. 46. Which of the following is not a typical inspection point?
a. upon receipt of goods from your supplier
b. during the production process
c. before the product is shipped to the customer
d. at the supplier's plant while the supplier is producing
e. after a costly process
47. A good description of "source inspection" is inspecting
a. materials upon delivery by the supplier
b. the goods at the production facility before they reach the customer
c. the goods as soon as a problem occurs
d. goods at the supplier's plant
e. one's own work, as well as the work done at the previous work station
48. "Poka-yoke" is the Japanese term for
a. card
b. foolproof
c. continuous improvement
d. fishbone diagram
e. just-in-time production
49. A worker operates a shear press. She notices that the metal sheets she is cutting have curled edges.
Who should get the first "shot" at solving the problem?
a. the foreman
b. a member of the quality control department
c. the operator herself
d. an engineer
e. the employee's supervisor
50. A recent consumer survey conducted for a car dealership indicates that, when buying a car,
customers are primarily concerned with the salesperson's ability to explain the car's features, the
salesperson's friendliness, and the dealer's honesty. The dealership should be especially concerned
with which dimensions of service quality?
a. communication, courtesy, and credibility
b. competence, courtesy, and security
c. competence, responsiveness, and reliability
d. communication, responsiveness, and reliability
e. understanding/knowing customer, responsiveness, and reliability
51. Marketing issues such as advertising, image, and promotion are important to quality because
a. they define for consumers the tangible elements of a service
b. the intangible attributes of a product (including any accompanying service) may not be
defined by the consumer
c. they educate consumers on how to use the product
d. they make the product seem more valuable than it really is
e. they raise expenses and therefore decrease profitability
9. 52. Which of the determinants of service quality involves having the customer's best interests at heart?
a. access
b. courtesy
c. credibility
d. responsiveness
e. tangibles
53. Which of the determinants of service quality involves performing the service right the first time?
a. access
b. courtesy
c. credibility
d. reliability
e. responsiveness