A customer was having trouble entering a vacation rental property. When the customer contacted the
host, the host came to help the customer within 10 minutes. What is the service quality dimension
demonstrated in the scenario? - correct answers -Responsiveness
A customer went to a service center to have new tires installed on their vehicle. An employee at the
service center was polite and professional. They were clear in explaining the types of tires available, the
replacement process, and the warranty. They were able to answer all the customer's questions. What is
the service quality dimension demonstrated in the scenario? - correct answers -Assurance
A hotel manager periodically inspects each room of the hotel to assess its condition. Which cost of
quality does this scenario illustrate? - correct answers -Appraisal costs
A website for a utility company makes customers enter their bank payment information twice. The
system compares the data and only proceeds if the data matches. Which cost of quality is represented in
this scenario? - correct answers -Prevention costs
A small business wants to enhance the quality of its products. The business has begun to send surveys
out to ask which features people like about the products and which features they would like to see
added. Which total quality management (TQM) principle is illustrated in the example? - correct answers
-Customer-centered focus
A manufacturing company sources many of its components from another business. The company has
sought to know more about this other business over time and has been able to collaborate with the
business to customize the components for optimal quality. What is the core concept of total quality
management (TQM) demonstrated in the scenario? - correct answers -Supplier relationships
1
, Which activity is involved in the define phase of Six Sigma? - correct answers -Detailing an improvement
opportunity
Which phase of Six Sigma involves implementing measures to make errors more quickly detectable? -
correct answers -Control
After each tool in a manufacturing facility is produced, its maximum RPM is tested. A manager would
like to use a data visualization tool to see how many of the 1,000 tools produced last week had a
maximum RPM of 10,000-10,049, how many had a maximum RPM of 10,050-10,099, etc. Which tool of
quality management is appropriate for this need? - correct answers -Histogram
A production facility manufactures a varying number of units per day. A manager has data on the
number of units produced and the number of defective units found for each day over the past several
months. The manager would like to use a data display to see if the number of defects is related to the
total number of units produced per day. What is the quality management tool that should be used in
this situation? - correct answers -Scatterplot
What is one of the factors that is accounted for in effective capacity? - correct answers -Planned
employee breaks
A t-shirt printing company has a design capacity of 40,000 shirts per month. Accounting for planned
delays, the capacity is 31,000 shirts per month. Actual output is 26,000 shirts per month. What is the
efficiency rate? - correct answers -84%
Which scenario demonstrates a resource constraint? - correct answers -A hardwood flooring
manufacturer is struggling to keep up with demand because of a shortage of raw materials.
In the process outlined by the theory of constraints, a production manager has already dedicated
specific resources to effectively eliminate a constraint. What is the next step that should be taken? -
correct answers -Evaluate whether the system has another constraint.
2
host, the host came to help the customer within 10 minutes. What is the service quality dimension
demonstrated in the scenario? - correct answers -Responsiveness
A customer went to a service center to have new tires installed on their vehicle. An employee at the
service center was polite and professional. They were clear in explaining the types of tires available, the
replacement process, and the warranty. They were able to answer all the customer's questions. What is
the service quality dimension demonstrated in the scenario? - correct answers -Assurance
A hotel manager periodically inspects each room of the hotel to assess its condition. Which cost of
quality does this scenario illustrate? - correct answers -Appraisal costs
A website for a utility company makes customers enter their bank payment information twice. The
system compares the data and only proceeds if the data matches. Which cost of quality is represented in
this scenario? - correct answers -Prevention costs
A small business wants to enhance the quality of its products. The business has begun to send surveys
out to ask which features people like about the products and which features they would like to see
added. Which total quality management (TQM) principle is illustrated in the example? - correct answers
-Customer-centered focus
A manufacturing company sources many of its components from another business. The company has
sought to know more about this other business over time and has been able to collaborate with the
business to customize the components for optimal quality. What is the core concept of total quality
management (TQM) demonstrated in the scenario? - correct answers -Supplier relationships
1
, Which activity is involved in the define phase of Six Sigma? - correct answers -Detailing an improvement
opportunity
Which phase of Six Sigma involves implementing measures to make errors more quickly detectable? -
correct answers -Control
After each tool in a manufacturing facility is produced, its maximum RPM is tested. A manager would
like to use a data visualization tool to see how many of the 1,000 tools produced last week had a
maximum RPM of 10,000-10,049, how many had a maximum RPM of 10,050-10,099, etc. Which tool of
quality management is appropriate for this need? - correct answers -Histogram
A production facility manufactures a varying number of units per day. A manager has data on the
number of units produced and the number of defective units found for each day over the past several
months. The manager would like to use a data display to see if the number of defects is related to the
total number of units produced per day. What is the quality management tool that should be used in
this situation? - correct answers -Scatterplot
What is one of the factors that is accounted for in effective capacity? - correct answers -Planned
employee breaks
A t-shirt printing company has a design capacity of 40,000 shirts per month. Accounting for planned
delays, the capacity is 31,000 shirts per month. Actual output is 26,000 shirts per month. What is the
efficiency rate? - correct answers -84%
Which scenario demonstrates a resource constraint? - correct answers -A hardwood flooring
manufacturer is struggling to keep up with demand because of a shortage of raw materials.
In the process outlined by the theory of constraints, a production manager has already dedicated
specific resources to effectively eliminate a constraint. What is the next step that should be taken? -
correct answers -Evaluate whether the system has another constraint.
2
