BUSI 411 FINAL EXAM QUESTIONS AND
ANSWERS. VERIFIED 2026/2027.
Type 1 Error - ANS Concluding a process is not in control when it actually is.
Type 2 Error - ANS Concluding a process is in control when it is not.
What is quality? - ANS The ability of a product or service to consistently meet or exceed
customer expectations.
Who is Walter Shewart? - ANS Father of quality control
What is a control chart? - ANS A statistical chart of time-ordered values of a sample statistic.
Who is Edwards Deming? - ANS 1. Special vs common cause variation
2. 14 points
3. Made a difference in Japan
Who is Joseph Juran? - ANS 1. Quality Control handbook
2. Quality trilogy
1. Planning, QC, and quality improvement
What does SPC mean? - ANS Statistical Process Control
1 @2026 COPY ALLRIGHTS RESERVED.
,Who is Genichi Taguchi? - ANS 1. Design
2. Take the variance of the issues and fix in the design
who is Philip Crosby? - ANS 1. Quality is free
2. Zero defects
Who is Kaoru Ishikawa? - ANS Cause and effect diagram guy
Who is Armand Feigenbaum? - ANS Quality is a "total field"
Who is Taiichi Ohno and Shiego Shingo? - ANS Made Kaizen (Philosophy and methods)
Dimensions of Product Quality - ANS Performance - main characteristics of the product
Aesthetics - appearance, feel, smell, taste
Special features - extra characteristics
Conformance - how well the product conforms to design specifications
Reliability - consistency of performance
Durability - the useful life of the product
Perceived quality - indirect evaluation of quality
Serviceability - handling of complaints or repairs
Consistency - quality doesn't vary
Dimensions of Service quality - ANS Convenience - the availability and accessibility of the
service
Reliability - ability to perform a service dependably, consistently, and accurately
Responsiveness - willingness to help customers in unusual situations and to deal with problems
Time - the speed with which the service is delivered
2 @2026 COPY ALLRIGHTS RESERVED.
, Assurance - knowledge exhibited by personnel and their ability to convey trust and confidence
Courtesy - the way customers are treated by employees
Tangibles - the physical appearance of facilities, equipment, personnel, and communication
materials
Consistency - the ability to provide the same level of good quality repeatedly
Expectancy - meet (or exceed) customer expectations
What is Six Sigma? - ANS A business process for improving quality, reducing costs, and
increasing customer satisfaction.
What does DMAIC stand for? - ANS 1. Define
2. Measure
3. Analyse
4. Improve
5. Control
What are the Determinants of Quality? - ANS 1. Quality of design
2. Q of conformance
3. Ease of use and instructions
4. After the sale service
What does TPS stand for? - ANS toyota production system
Who is Responsible for Quality? - ANS Everyone
What are the Costs of Quality? - ANS 1. Appraisal costs
2. prevention costs
3. Failure costs
3 @2026 COPY ALLRIGHTS RESERVED.
ANSWERS. VERIFIED 2026/2027.
Type 1 Error - ANS Concluding a process is not in control when it actually is.
Type 2 Error - ANS Concluding a process is in control when it is not.
What is quality? - ANS The ability of a product or service to consistently meet or exceed
customer expectations.
Who is Walter Shewart? - ANS Father of quality control
What is a control chart? - ANS A statistical chart of time-ordered values of a sample statistic.
Who is Edwards Deming? - ANS 1. Special vs common cause variation
2. 14 points
3. Made a difference in Japan
Who is Joseph Juran? - ANS 1. Quality Control handbook
2. Quality trilogy
1. Planning, QC, and quality improvement
What does SPC mean? - ANS Statistical Process Control
1 @2026 COPY ALLRIGHTS RESERVED.
,Who is Genichi Taguchi? - ANS 1. Design
2. Take the variance of the issues and fix in the design
who is Philip Crosby? - ANS 1. Quality is free
2. Zero defects
Who is Kaoru Ishikawa? - ANS Cause and effect diagram guy
Who is Armand Feigenbaum? - ANS Quality is a "total field"
Who is Taiichi Ohno and Shiego Shingo? - ANS Made Kaizen (Philosophy and methods)
Dimensions of Product Quality - ANS Performance - main characteristics of the product
Aesthetics - appearance, feel, smell, taste
Special features - extra characteristics
Conformance - how well the product conforms to design specifications
Reliability - consistency of performance
Durability - the useful life of the product
Perceived quality - indirect evaluation of quality
Serviceability - handling of complaints or repairs
Consistency - quality doesn't vary
Dimensions of Service quality - ANS Convenience - the availability and accessibility of the
service
Reliability - ability to perform a service dependably, consistently, and accurately
Responsiveness - willingness to help customers in unusual situations and to deal with problems
Time - the speed with which the service is delivered
2 @2026 COPY ALLRIGHTS RESERVED.
, Assurance - knowledge exhibited by personnel and their ability to convey trust and confidence
Courtesy - the way customers are treated by employees
Tangibles - the physical appearance of facilities, equipment, personnel, and communication
materials
Consistency - the ability to provide the same level of good quality repeatedly
Expectancy - meet (or exceed) customer expectations
What is Six Sigma? - ANS A business process for improving quality, reducing costs, and
increasing customer satisfaction.
What does DMAIC stand for? - ANS 1. Define
2. Measure
3. Analyse
4. Improve
5. Control
What are the Determinants of Quality? - ANS 1. Quality of design
2. Q of conformance
3. Ease of use and instructions
4. After the sale service
What does TPS stand for? - ANS toyota production system
Who is Responsible for Quality? - ANS Everyone
What are the Costs of Quality? - ANS 1. Appraisal costs
2. prevention costs
3. Failure costs
3 @2026 COPY ALLRIGHTS RESERVED.
