OPSM 3830 Ch. 9 - Management of Quality Exam Questions with Correct Answers Latest
Update 2025/2026
Match the ISO certification number with the title. - Answers - ISO 9000 & quality management
- ISO 14000 & Environmental management
- ISO 24700 & Quality and performance of office equipment
Put the stages of quality management evolution in order with 1 being the earliest and 5 being
the latest - Answers 1. In the guild era, skilled craftsmen produced the entire product with pride
of workmanship
2. With division of labor after the industrial revolution workers felt less responsible for the final
product
3. Scientific Management applied observation methods and inspection to manufacturing
4. During World War II and post-war era, industries used statistical sampling methods on
products & raw materials
5. Quality efforts turned to product design evaluation, expanded to Service Industry then evolved
to prevention techniques
Which of the following statements about ISO 9000 Certification is/are correct? (Select all that
apply) - Answers - An organization should strive for continual improvement to be certified
- Critical for doing business overseas, especially in Europe
What secondary outcomes would result from fewer production or service problems in a
business with good/excellent quality?
- Higher productivity
- Fewer customer complaints
- Higher profits
- Higher production costs - Answers - Higher productivity
- Fewer customer complaints
- Higher profits
An example of liability as a result of poor quality is which of the following?
- Lawsuit damages paid out from faulty product design
- Calls to the customer service center for defective products
, - Re-write of the user instruction manual as a result of customer feedback - Answers - Lawsuit
damages paid out from faulty product design
Match the quality management guru with their key contribution.
- Sherhart
- Deming
- Feigenbaum
- Crosby
- Ishikawa - Answers - Sherhart & statistical control charts
- Deming & 14 points
- Feigenbaum & Quality is a total field; customer defines quality
- Crosby & Quality is free; zero defects
- Ishikawa & Cause-and-Effect diagrams; quality circles
Who in an organization has responsibility for quality?
- Procurement
- Quality Assurance
- All Members
- Top Management
- Manufacturing - Answers All members
Select the three different cost categories of quality. - Answers - Prevention
- Appraisal
- Failure
Which of the below statements is/are examples of unethical behavior with respect to quality? -
Answers - Shipping product with known defects for distribution to customers
- Failure to issue a product recall when indicated
Failure to correct and/or report defective product or substandard service can cause which of the
following? (Select all that apply) - Answers - Inconveniences and injuries to customers
- Increase in accident rates among employees
Update 2025/2026
Match the ISO certification number with the title. - Answers - ISO 9000 & quality management
- ISO 14000 & Environmental management
- ISO 24700 & Quality and performance of office equipment
Put the stages of quality management evolution in order with 1 being the earliest and 5 being
the latest - Answers 1. In the guild era, skilled craftsmen produced the entire product with pride
of workmanship
2. With division of labor after the industrial revolution workers felt less responsible for the final
product
3. Scientific Management applied observation methods and inspection to manufacturing
4. During World War II and post-war era, industries used statistical sampling methods on
products & raw materials
5. Quality efforts turned to product design evaluation, expanded to Service Industry then evolved
to prevention techniques
Which of the following statements about ISO 9000 Certification is/are correct? (Select all that
apply) - Answers - An organization should strive for continual improvement to be certified
- Critical for doing business overseas, especially in Europe
What secondary outcomes would result from fewer production or service problems in a
business with good/excellent quality?
- Higher productivity
- Fewer customer complaints
- Higher profits
- Higher production costs - Answers - Higher productivity
- Fewer customer complaints
- Higher profits
An example of liability as a result of poor quality is which of the following?
- Lawsuit damages paid out from faulty product design
- Calls to the customer service center for defective products
, - Re-write of the user instruction manual as a result of customer feedback - Answers - Lawsuit
damages paid out from faulty product design
Match the quality management guru with their key contribution.
- Sherhart
- Deming
- Feigenbaum
- Crosby
- Ishikawa - Answers - Sherhart & statistical control charts
- Deming & 14 points
- Feigenbaum & Quality is a total field; customer defines quality
- Crosby & Quality is free; zero defects
- Ishikawa & Cause-and-Effect diagrams; quality circles
Who in an organization has responsibility for quality?
- Procurement
- Quality Assurance
- All Members
- Top Management
- Manufacturing - Answers All members
Select the three different cost categories of quality. - Answers - Prevention
- Appraisal
- Failure
Which of the below statements is/are examples of unethical behavior with respect to quality? -
Answers - Shipping product with known defects for distribution to customers
- Failure to issue a product recall when indicated
Failure to correct and/or report defective product or substandard service can cause which of the
following? (Select all that apply) - Answers - Inconveniences and injuries to customers
- Increase in accident rates among employees
