C215_OA_study.docx

1. Which definition used for quality evaluates how well a product performs its intended function? Fitness for use Support services Value for price paid Psychological criteria 2. Which total quality management (TQM) process was developed to stress management’s responsibility for quality? Statistical quality control charts Fitness quality for use 14 points for quality improvement Product design quality 3. Which total quality management (TQM) process consists of several published standards and guidelines? ISO 1400 ISO 9002 ISO 9001 ISO 9000 4. A company manufactures shoes using a quality management system. The company needs to put a process in place to Which quality tool should the company use to focus on correcting this particular issue? Scatter diagram Control chart Flowchart Checklist 5. Which quality control tool should be used to monitor the current status or end result of a process? Checklist Flowchart Control chart Scatter diagram 6. Which group of keywords or phrases describes the critical role that marketing plays in the total quality management Baseline for managing quality process; investment in preventative costs; budgeting Enhance competition; understand consumer preferences; maintain communication with operations Review and recommend product changes; satisfy customer needs; open communication Reward employees; motivate staff performance; manage operations planned changes 7. What is the common theme in total quality management (TQM) across all functions in an organization? To enhance management software To reward people rather than teams To ensure profit from product changes 8. Which concept of variation measures the central tendency of a set of data? Mean Range Standard deviation Variable 9. What do assignable causes of variation indicate? A computer virus was found in the system. Out-of-control signals were found in the process. Human resources found an operator was at fault. Equipment was found to be out of control. 10. Which continuous improvement method does C pk measure? The most common measurement process How close one is to a target and how consistent one is with the average performance What a process is capable of and how long it will take to conclude Parts per million on the capability index 11. What are two important aspects of Six Sigma? Choose 2 answers Technical tools People involvement Job design Facility location 12. Which strategy is used by some emergency rooms to overcome customer frustrations about long waiting times? Screen patients and schedule follow-up appointments for those who have the most serious injuries Screen patients and fast-track those with minor ailments Screen patients and send the last 25 to another facility See each patient in the order in which they arrived 13. Which two factors affect a service location decision? Choose 2 answers Closeness to manufacturing facilities Warehouse storage Quality-of-life issues 14. Which location would be ideal for a hospital? Next to restaurants Next to a public school