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