Question 1. Question : (TCO 6) The goals of leadership for quality include improving:
Student Answer: people
processes
products
all of the above
Instructor Explanation: Ch. 9, p. 127
Points Received: 5 of 5
Comments:
Question 2. Question : (TCO 6) Which of the following is an important step in executing a strategy?
Student Answer: Communicate
Build Capabilities
Identify advocates and resisters
All of the above
Instructor Explanation: Ch. 3, p. 47
Points Received: 5 of 5
Comments:
Question 3. Question : (TCO 3) The entity created under Public Law 100-107 is:
Student Answer: Deming Prize
American Society for Quality Control Award
Malcolm Baldrige National Quality Award
ISO 9000 certification program
Instructor Explanation: Lecture
Points Received: 5 of 5
Comments:
Question 4. Question : (TCO 3) All of the following are true regarding ISO 9000 series, except _____.
Student Answer: ISO-certified organizations are assured of providing superior product quality
the requirements provide a structure for a basic quality assurance system
the standards describe processes affecting quality
individual sites, not entire companies, must achieve registration individually
Instructor Explanation: Ch. 14
Points Received: 0 of 5
Comments:
Question 5. Question : (TCO 1) Conformance to specifications applies to which type of quality?
Student Answer: User-based
Product-based
Manufacturing-based
Value-based
Instructor Explanation: Week 1 Lecture
Points Received: 0 of 5
Comments:
Question 6. Question : (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II?
Student Answer: Quality
Cost reduction
Continuous improvement
Just-in-time manufacturing
Instructor Explanation: Ch. 2, p. 23
Points Received: 0 of 5
Comments:
Question 7. Question : (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century?
Student Answer: Defect prevention was emphasized
Quality circles were extensively used
Use of inspection was widespread
Quality was every worker’s responsibility
Instructor Explanation: Week 1 Lecture
Points Received: 0 of 5
Comments:
Question 8. Question : (TCO 2) Which of the following is not true?
Student Answer: Output of services is generally less tangible compared to a manufactured product.
Quality is more easily measured in manufacturing than in service operations.
The timing of product manufacturing is more important than on-time service delivery.
Services are generally more labor intensive than manufacturing processes.
Instructor Explanation: Lecture
Points Received: 5 of 5
Comments:
Question 9. Question : (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries?
Student Answer: Information systems and technical standards
Employees and information systems
Production equipment and employees
Employees and inspection processes
Instructor Explanation: Lecture, The Systems Perspective
Points Received: 5 of 5
Comments:
Question 10. Question : (TCO 2) A key element of total quality is:
Student Answer: obsession with quality
worker healthcare
legal services
inventory management
Instructor Explanation: Ch. 1, p. 8
Points Received: 0 of 5
Comments:
Question 11. Question : (TCO 2) Systems thinking _____.
Student Answer: has yet to be viewed as an important aspect in the managing of quality
has been determined to be an unimportant aspect in the managing of quality
is viewed as an important aspect in the managing of quality
is a controversial topic among quality-management professionals
Instructor Explanation: Lecture, The Systems Perspective
Points Received: 5 of 5
Comments:
Question 12. Question : (TCO 3) The Malcolm Baldrige National Quality Award serves several purposes, except _____.
Student Answer: to help improve organizational performance practices
to facilitate communication and sharing of best practices
for guiding organizational planning and opportunities for learning
to encourage the use of quantitative analysis to improve quality
Instructor Explanation: Lecture, Malcolm Baldrige Award
Points Received: 5 of 5
Comments:
Question 13. Question : (TCO 5) Crosby’s “quality vaccine” consists of _____.
Student Answer: Reliability, Education, and Implementation
Determination, Education and Implementation
Determination, Competence, and Implementation
None of the above
Instructor Explanation: Ch. 1, p. 14
Points Received: 5 of 5
Comments:
Question 14. Question : (TCO 5) Which of the following is not true about the American Customer Satisfaction Index?
Student Answer: It is too ambiguous to be measured
It can be improved by knowing a customers operations
It can be improved by determining what attributes of a product or service are important to your customer
Resources must be applied where they will do the most to improve it
Instructor Explanation: Ch. 7, pp. 100-104
Points Received: 0 of 5
Comments:
Question 15. Question : (TCO 7) Which of the following is not considered a hard measure of the effectiveness of human-resource management?
Student Answer: Fear
Loss of control
Both of the above
None of the above
Instructor Explanation: Ch. 6, p. 88
Points Received: 0 of 5
Comments:
Question 16. Question : (TCO 4) Which of the following is true regarding inspection under the Deming philosophy?
Student Answer: Inspection encourages quality production.
Inspection can be used to assure quality.
should not be dependent upon to improve quality
Inspection adds value to the product.
Instructor Explanation: Ch. 1, p. 12
Points Received: 5 of 5
Comments:
Question 17. Question : (TCO 4) Which of the following is a reason for Deming’s position that slogans should be eliminated?
Student Answer: Often seen as putting down the workforce
Slogans benefit customers more than workers.
Not all workers can read the slogans.
Slogans are costly to maintain and to periodically update.
Instructor Explanation: EP 1
Points Received: 5 of 5
Comments:
Question 18. Question : (TCO 8) A distinguishing feature of quality circles is that
Student Answer: Quality circles are subcommittees of problem-solving teams.
Quality circles work on pre-chosen problems.
Quality circles do not meet regularly.
are voluntary
Instructor Explanation: Ch. 10, p. 149
Points Received: 5 of 5
Comments:
1. Question : (TCO 4) Explain the term cost of poor quality.
Question 2. Question : (TCO 1) Explain the difference between quality management practices prio to the 1900 with quality management practices in the 1990’s.