BUSI 411 UPDATED EXAM
QUESTIONS AND ANSWERS 2026
LATEST VERSION WITH COMPLETE
SOLUTIONS
◉ Type 2 Error.
Answer: Concluding a process is in control when it is not.
◉ What is quality?.
Answer: The ability of a product or service to consistently meet or
exceed customer expectations.
◉ Who is Walter Shewart?.
Answer: Father of quality control
◉ What is a control chart?.
Answer: A statistical chart of time-ordered values of a sample statistic.
◉ Who is Edwards Deming?.
Answer: 1. Special vs common cause variation
2. 14 points
3. Made a difference in Japan
◉ Who is Joseph Juran?.
,Answer: 1. Quality Control handbook
2. Quality trilogy
1. Planning, QC, and quality improvement
◉ What does SPC mean?.
Answer: Statistical Process Control
◉ Who is Genichi Taguchi?.
Answer: 1. Design
2. Take the variance of the issues and fix in the design
◉ who is Philip Crosby?.
Answer: 1. Quality is free
2. Zero defects
◉ Who is Kaoru Ishikawa?.
Answer: Cause and effect diagram guy
◉ Who is Armand Feigenbaum?.
Answer: Quality is a "total field"
◉ Who is Taiichi Ohno and Shiego Shingo?.
Answer: Made Kaizen (Philosophy and methods)
,◉ Dimensions of Product Quality.
Answer: 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.
Answer: 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
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?.
Answer: A business process for improving quality, reducing costs, and
increasing customer satisfaction.
◉ What does DMAIC stand for?.
Answer: 1. Define
2. Measure
3. Analyse
4. Improve
5. Control
◉ What are the Determinants of Quality?.
Answer: 1. Quality of design
2. Q of conformance
3. Ease of use and instructions
4. After the sale service
◉ What does TPS stand for?.
Answer: toyota production system
QUESTIONS AND ANSWERS 2026
LATEST VERSION WITH COMPLETE
SOLUTIONS
◉ Type 2 Error.
Answer: Concluding a process is in control when it is not.
◉ What is quality?.
Answer: The ability of a product or service to consistently meet or
exceed customer expectations.
◉ Who is Walter Shewart?.
Answer: Father of quality control
◉ What is a control chart?.
Answer: A statistical chart of time-ordered values of a sample statistic.
◉ Who is Edwards Deming?.
Answer: 1. Special vs common cause variation
2. 14 points
3. Made a difference in Japan
◉ Who is Joseph Juran?.
,Answer: 1. Quality Control handbook
2. Quality trilogy
1. Planning, QC, and quality improvement
◉ What does SPC mean?.
Answer: Statistical Process Control
◉ Who is Genichi Taguchi?.
Answer: 1. Design
2. Take the variance of the issues and fix in the design
◉ who is Philip Crosby?.
Answer: 1. Quality is free
2. Zero defects
◉ Who is Kaoru Ishikawa?.
Answer: Cause and effect diagram guy
◉ Who is Armand Feigenbaum?.
Answer: Quality is a "total field"
◉ Who is Taiichi Ohno and Shiego Shingo?.
Answer: Made Kaizen (Philosophy and methods)
,◉ Dimensions of Product Quality.
Answer: 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.
Answer: 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
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?.
Answer: A business process for improving quality, reducing costs, and
increasing customer satisfaction.
◉ What does DMAIC stand for?.
Answer: 1. Define
2. Measure
3. Analyse
4. Improve
5. Control
◉ What are the Determinants of Quality?.
Answer: 1. Quality of design
2. Q of conformance
3. Ease of use and instructions
4. After the sale service
◉ What does TPS stand for?.
Answer: toyota production system
