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Multiple Choice
Ans: e
Section Ref: Defining Quality
Level: moderate
2. The definition of quality that involves the product functioning as expected without failure is
a) Performance
b) Conformance
c) Reliability
d) Standardization
e) Endurance
Ans: c
Section Ref: Defining Quality
Level: hard
Ans: b
Section Ref: Defining Quality
Level: moderate
Ans: d
Section Ref: Defining Quality
Level: moderate
Ans: d
Section Ref: Defining Quality
Level: moderate
Ans: e
Section Ref: Cost of Quality
Level: easy
Ans: e
Section Ref: The Evolution of Total Quality Management (TQM)
Level: hard
8. TQM is , designed to build quality into the product and process design.
a) Reactive
b) Proactive
c) Strategic
d) Competitive
e) Standardized
Ans: b
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
Ans: c
Section Ref: The Philosophy of TQM
Level: moderate
Ans: a
Section Ref: The Philosophy of TQM
Level: moderate
Ans: b
Section Ref: The Philosophy of TQM
Level: moderate
12. Giving workers responsibility for seeking out quality problems and correcting them is
a) Continuous improvement
b) Passing the buck
c) Brainstorming
d) Employee empowerment
e) Employee involvement
Ans: d
Section Ref: The Philosophy of TQM
Level: easy
13. Employees of the organization who receive goods or services from others in the company are
a) Internal customers
b) Ultimate customers
c) Downstream customers
d) Operators
e) External customers
Ans: a
Section Ref: The Philosophy of TQM
Level: easy
14. Proper training of employees in the understanding of quality tools includes all of the
following except
a) How to correct problems
b) How to assess quality
c) How to develop new quality tools
d) How to use quality control tools
e) How to interpret findings
Ans: c
Section Ref: The Philosophy of TQM
Level: moderate
Ans: e
Section Ref: The Philosophy of TQM
Level: moderate
Ans: d
Section Ref: The Philosophy of TQM
Level: moderate
Ans: b
Section Ref: The Philosophy of TQM
Level: moderate
18. When using SPC if you plot the variable of interest against a timeline you are using
a) scatter diagrams
b) control charts
c) fishbone diagrams
d) pareto charts
e) flow charts
Ans: b
Section Ref: The Philosophy of TQM
Level: moderate
Ans: d
Section Ref: Cost of Quality
Level: moderate
20. Quality planning, employee training in quality measurement, and cost of maintaining records
of information and data related to quality are costs.
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement
Ans: d
Section Ref: Cost of Quality
Level: moderate
21. Costs of quality inspections, testing, test equipment, and labs are examples of
costs.
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement
Ans: c
Section Ref: Cost of Quality
Level: moderate
22. Machine downtime due to failures in the process, scrap, and rework are examples of
costs.
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement
Ans: a
Section Ref: Cost of Quality
Level: moderate
23. External failure costs include
a) Scrap
b) Litigation costs resulting from product liability issues
c) Rework
d) Quality inspections
e) Employee training
Ans: b
Section Ref: Cost of Quality
Level: moderate
24. Warranty claims, customer complaints, and costs of litigation are examples of
costs.
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement
Ans: b
Section Ref: Cost of Quality
Level: moderate
Ans: b
Section Ref: The Philosophy of TQM
Level: moderate
Ans: c
Section Ref: The Philosophy of TQM
Level: hard
27. A useful tool for translating customers‟ everyday language into specific technical
requirements is
a) Quality function deployment
b) Quality circles
c) Quality of design
d) Scatter diagrams
e) Cause-and-effect diagrams
Ans: a
Section Ref: The Philosophy of TQM
Level: moderate
Ans: d
Section Ref: The Philosophy of TQM
Level: moderate
29. In using quality function deployment, is one way to find out precisely what
features customers want in the product.
a) Interviewing the company sales force
b) Analyzing the changes in features historically
c) Asking top management
d) Talking to process engineers
e) Conducting focus groups
Ans: e
Section Ref: The Philosophy of TQM
Level: hard
Ans: b
Section Ref: The Philosophy of TQM
Level: hard
31. The strength of the relationship between customer requirements and product characteristics is
shown in the matrix.
a) Trade-off
b) Product
c) Relationship
d) Strength
e) Inverse
Ans: c
Section Ref: The Philosophy of TQM
Level: hard
Ans: b
Section Ref: The Philosophy of TQM
Level: hard
33. One common name for TQM based team work is:
a) quality department
b) quality support group
c) quality circle
d) quality team
e) team one
Ans: c
Section Ref: The Philosophy of TQM
Level: hard
Ans: d
Section Ref: The Philosophy of TQM
Level: easy
Ans: d
Section Ref: The Philosophy of TQM
Level: easy
36. For a cause-and-effect diagram, causes could be related to all of the following except
a) Analysis
b) Materials
c) Measurements
d) Machines
e) Workers
Ans: a
Section Ref: The Philosophy of TQM
Level: moderate
37. What is a schematic diagram of the sequence of steps involved in an operation or process?
a) Checklist
b) Control chart
c) Scatter diagram
d) Flow chart
e) Process chart
Ans: d
Section Ref: The Philosophy of TQM
Level: moderate
38. What tool is useful in helping everyone develop a clear picture of how an operation or
process works?
a) Control chart
b) Pareto analysis
c) Checklist
d) Flowchart
e) Scatter diagram
Ans: d
Section Ref: The Philosophy of TQM
Level: moderate
Ans: a
Section Ref: The Philosophy of TQM
Level: moderate
Ans: c
Section Ref: The Philosophy of TQM
Level: moderate
41. For control charts, which of the following situations means that the process is not in control?
a) A measured observation is above the LCL
b) A measured observation is below the UCL
c) A measured observation is above the center line
d) A measured observation is below the center line
e) A measured observation is above the UCL
Ans: e
Section Ref: The Philosophy of TQM
Level: hard
42. Scatter diagrams are particularly useful in detecting the amount of , or the
degree of linear relationship, between two variables.
a) Correlation
b) Heteroscedasticity
c) Agreement
d) Disagreement
e) Causality
Ans: a
Section Ref: The Philosophy of TQM
Level: hard
Ans: b
Section Ref: The Philosophy of TQM
Level: moderate
44. A chart showing the number of defects that result from different causes would be used in:
a) Pareto analysis
b) Flowcharts
c) Cause-and-effect diagrams
d) Benchmarking
e) Control charts
Ans: a
Section Ref: The Philosophy of TQM
Level: hard
46. If the derived scatter diagram shows a non-linear but scattered relationship it indicates that
a) there is a direct correlation between the two variables.
b) the two variables‟ data was gathered at different times
c) a third variable needs to be added to the evaluation
d) there is no direct correlation between the two variables
e) you are using the wrong SPC chart
Ans: d
Section Ref: The Philosophy of TQM
Level: moderate
47. Quality at the source is the belief that it is far better to _______ quality problems and _____
them than to discard defective items after production.
a) uncover the person generating, fire
b) uncover the source of, correct
c) discover new methods of , implement
d) discover new processes of, implement
e) allow returns of, fix
Ans: b
Section Ref: The Philosophy of TQM
Level: moderate
Ans: c
Section Ref: Quality Awards and Standards
Level: moderate
Ans: b
Section Ref: Quality Awards and Standards
Level: moderate
50. The Malcolm Baldrige Award criteria include categories for all of the following except
a) Leadership
b) Process management
c) Product design
d) Customer and market focus
e) Business results
Ans: c
Section Ref: Quality Awards and Standards
Level: moderate
51. The Malcolm Baldrige Award criteria category that includes commitment by top
management is
a) Leadership
b) Strategic planning
c) Process management
d) Business results
e) Information and analysis
Ans: a
Section Ref: Quality Awards and Standards
Level: hard
52. Which of the Malcolm Baldrige Award criteria is allocated the most points?
a) leadership
b) information and analysis
c) human resource focus
d) process management
e) business results
Ans: e
Section Ref: Quality Awards and Standards
Level: hard
53. Where is the Deming prize awarded?
a) U.S.
b) Japan
c) England
d) Germany
e) Canada
Ans: b
Section Ref: Quality Awards and Standards
Level: moderate
54. The Union of Japanese Scientists and Engineers named its quality award after
___________________.
a) Genichi Taguchi
b) Kaoru Ishikawa
c) Joe Juran
d) Phillip Crosby
e) W. Edwards Deming
Ans: e
Section Ref: Quality Awards and Standards
Level: moderate
55. What was the first US company to receive the Deming Prize?
a) IBM
b) Microsoft
c) Wal-Mart
d) AT&T
e) Florida Power & Light
Ans: e
Section Ref: Quality Awards and Standards
Level: hard
56. The Malcolm Baldrige Award criteria category that includes the use of tools such as market
surveys and focus groups is
a) Leadership
b) Strategic planning
c) Customer and market focus
d) Business results
e) Information and analysis
Ans: c
Section Ref: Quality Awards and Standards
Level: moderate
57. The Malcolm Baldrige Award criteria category that includes continuous improvement
programs, employee training, and functioning of teams is
a) Leadership
b) Strategic planning
c) Information and analysis
d) Human resource development and management
e) Business results
Ans: d
Section Ref: Quality Awards and Standards
Level: hard
58. The Malcolm Baldrige Award criteria category of business results does not include
a) Percentage of defective items
b) Progressive improvement over time
c) Financial measures
d) Marketing measures
e) One-time only improvements
Ans: e
Section Ref: Quality Awards and Standards
Level: easy
Ans: d
Section Ref: The Philosophy of TQM
Level: moderate
Ans: b
Section Ref: Quality Awards and Standards
Level: moderate
Ans: c
Section Ref: Quality Awards and Standards
Level: easy
62. Which of the following is not necessary for receiving ISO 9000 certification?
a) Products meet customer requirements
b) Documentation of methods used to monitor quality
c) Documentation of methods and frequency of worker training
d) Documentation of statistical process control tools used
e) An audit by an ISO 9000 examiner
Ans: a
Section Ref: Quality Awards and Standards
Level: hard
63. Increases in international trade during the 1980s created a need for the development of
____________ standards of quality.
a) universal
b) country-specific
c) lower
d) metric
e) bilingual
Ans: a
Section Ref: Quality Awards and Standards
Level: hard
Ans: a
Section Ref: Quality Awards and Standards
Level: hard
Ans: a
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
Ans: a
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
Ans: d
Section Ref: Quality Awards and Standards
Level: moderate
68. is often referred to as the father of quality control.
a) W. Edwards Deming
b) Joseph Juran
c) Philip Crosby
d) Martin Marietta
e) Count Pareto
Ans: a
Section Ref: The Evolution of Total Quality Management
Level: easy
69. Deming pointed out that 85% of quality problems are caused by
a) Worker error
b) Numerical quotas
c) Processes and systems
d) Carelessness
e) Suppliers
Ans: c
Section Ref: The Evolution of Total Quality Management
Level: hard
Ans: e
Section Ref: The Evolution of Total Quality Management
Level: hard
Ans: b
Section Ref: The Evolution of Total Quality Management
Level: moderate
72. For Juran‟s quality trilogy, which part stresses that processes should be set up to ensure that
the quality standards can be met?
a) Quality planning
b) Quality control
c) Quality improvement
d) Quality certification
e) Quality awards
Ans: a
Section Ref: The Evolution of Total Quality Management
Level: moderate
Ans: d
Section Ref: The Evolution of Total Quality Management
Level: hard
Ans: a
Section Ref: The Evolution of Total Quality Management
Level: moderate
76. Who developed a formula for determining the cost of poor quality?
a) Walter Shewhart
b) W. Edwards Deming
c) Joseph Juran
d) Kaoru Ishikawa
e) Genichi Taguchi
Ans: e
Section Ref: The Evolution of Total Quality Management
Level: moderate
77. The most important factor in the success or failure of TQM efforts is
a) Getting started quickly
b) The use of statistical process control
c) The genuineness of the organization‟s commitment
d) The use of cause-and-effect diagrams
e) Employee training
Ans: c
Section Ref: The Philosophy of TQM
Level: moderate
78. Which of the following is a valid formula to compute the reliability of two components in
parallel?
a) (Reliability of 1st component) – (Reliability of 2nd Component)(1 – Reliability of 1st
Component)
b) 1 – (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)
c) (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)
d) (Reliability of 1st component) + (Reliability of 1st Component)(1 – Reliability of 2nd
Component)
e) (Reliability of 1st component)(Reliability of 2nd Component) + (Reliability of 1st
Component)(1 –Reliability of 1st Component)
Ans: b
Section Ref: The Philosophy of TQM
Level: hard
79. Suppose that you have a system with one component and two backups. What is the formula
for the reliability of the system?
a) P(1st works) + [P(1st fails)][P(2nd works)] + [P(1st fails)][P(3rd works)]
b) [P(1st works)][P(2nd works)][P(3rd works)]
c) [P(1st works)] + [P(2nd works)] + [P(3rd works)]
d) P(1st works) + [1 – P(1st fails)][P(2nd works)] + [1 – P(1st fails)][P(3rd works)]
e) 1 – [P(1st fails)][P(2nd fails)][P(3rd fails)]
Ans: e
Section Ref: The Philosophy of TQM
Level: hard
80. One TQM mistake companies make is believing that the responsibility for quality and
elimination of waste lies
a) with the supplier
b) with the return and repair shop
c) with the supply chain
d) with all employees but top management
e) with top management alone.
Ans: d
Section Ref: Why TQM Efforts Fail
Level: moderate
81. SPC is
a) a direct substitute for continuous improvement
b) a replacement of the teamwork concept
c) a substitute for middle management
d) a fully subjective process
e) is not a substitute for continuous improvement
Ans: e
Section Ref: Why TQM Efforts Fail
Level: moderate
82. The decision to implement TQM will impact all of the following EXCEPT
a) product design
b) processes
c) job design
d) supply chain management
e) company product
Ans: e
Section Ref: Total Quality Management (TQM) Within OM: how it all fits together
Level: easy
Ans: e
Section Ref: Total Quality Management (TQM) Across the Organization
Level: easy
True/False
Ans: True
Section Ref: Defining Quality
Level: moderate
Ans: False
Section Ref: Defining Quality
Level: moderate
Ans: True
Section Ref: Cost of Quality
Level: moderate
4. TQM is reactive, designed to build quality into the product and process design.
Ans: False
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
5. Quality at the source involves inspecting goods after they are produced.
Ans: False
Section Ref: The Philosophy of TQM
Level: moderate
Ans: False
Section Ref: The Philosophy of TQM
Level: moderate
7. A quality circle is a team of volunteer production employees and their supervisors who meet
regularly to solve quality problems.
Ans: True
Section Ref: The Philosophy of TQM
Level: easy
8. Quality planning, employee training in quality measurement, and cost of maintaining records
of information and data related to quality, are appraisal costs.
Ans: False
Section Ref: Cost of Quality
Level: moderate
9. Machine downtime due to failures in the process, scrap, and rework are examples of internal
failure costs.
Ans: True
Section Ref: Cost of Quality
Level: moderate
10. The later that defects are found, the less costly they are to correct.
Ans: False
Section Ref: The Philosophy of TQM
Level: easy
11. A useful tool for translating customers‟ everyday language into specific technical
requirements is quality function deployment.
Ans: True
Section Ref: The Philosophy of TQM
Level: moderate
12. In using quality function deployment, conducting focus groups is one way to find out
precisely what features customers want in the product.
Ans: True
Section Ref: The Philosophy of TQM
Level: moderate
13. In TQM the role of the employee is very similar to earlier requirements.
Ans: False
Section Ref: The Philosophy of TQM
Level: moderate
14. A control chart is a schematic diagram of the sequence of steps involved in an operation or
process.
Ans: False
Section Ref: The Philosophy of TQM
Level: moderate
15. Cause-and-effect diagrams are problem solving tools commonly used by quality control
teams.
Ans: True
Section Ref: The Philosophy of TQM
Level: moderate
16. A checklist is a list of common defects and the relative importance of these defects.
Ans: False
Section Ref: The Philosophy of TQM
Level: hard
17. Pareto analysis is a technique used to identify quality problems based on their degree of
importance.
Ans: True
Section Ref: The Philosophy of TQM
Level: moderate
18. The Deming Prize is an American award given to companies to recognize their efforts in
quality improvement.
Ans: False
Section Ref: Quality Awards and Standards
Level: moderate
19. ISO 9001 is the standard used for the certification of a firm‟s quality management system.
Ans: True
Section Ref: Quality Awards and Standards
Level: hard
20. ISO certification has become a requirement for conducting business in many industries.
Ans: True
Section Ref: Quality Awards and Standards
Level: moderate
Ans: True
Section Ref: The Evolution of Total Quality Management (TQM)
Level: easy
22. The concept of the quality trilogy is attributed to Philip Crosby.
Ans: False
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
Ans: False:
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
24. Genichi Taguchi estimates that as much as 80 percent of all defective items are caused by
poor product design.
Ans: True
Section Ref: The Evolution of Total Quality Management (TQM)
Level: hard
25. The most important factor in the success or failure of TQM efforts is the genuineness of the
organization‟s commitment.
Ans: True
Section Ref: The Evolution of Total Quality Management (TQM)
Level: moderate
Essay
Ans: internal failure costs, external failure costs, appraisal costs, and prevention costs
Section Ref: Cost of Quality
Level: moderate
Ans: 1) identify important customer requirements; 2) the requirements are numerically scored,
based on their importance; 3) the scores are translated into specific product characteristics;
4) evaluations are made of how the product compares with its main competitors relative to
the identified characteristics; and 5) specific goals are set to address the identified
problems;
Section Ref: The Philosophy of TQM
Level: hard
6. What are the seven TQM tools for solving quality problems?
Ans: cause-and-effect diagrams, flowcharts, checklists, control charts, scatter diagrams, Pareto
analysis, and histograms
Section Ref: The Philosophy of TQM
Level: easy
7. Explain why external failure costs tend to be very expensive for service organizations.
Ans: With a service the customer spends much time in the service delivery system, and there are
fewer opportunities to correct defects than there are in manufacturing.
Section Ref: Cost of Quality
Level: hard
8. In using a cause-and-effect diagram, what are the primary possible causes of quality
problems?
9. What are the seven categories for Malcolm Baldrige Award criteria?
Ans: leadership, strategic planning, customer and market focus, information and analysis, human
resource focus, process management, and business results
Section Ref: Quality Awards and Standards
Level: hard
Ans: document methods used to monitor quality, document methods and frequency of worker
training, document statistical process control tools used, provide job descriptions, document
inspection programs, and have an audit by an ISO 9000 examiner
Section Ref: Quality Awards and Standards
Level: hard
Ans: Walter Shewhart, W. Edwards Deming, Joseph Juran, Armand Feigenbaum, Phillip
Crosby, Kaoru Ishikawa, and Genichi Taguchi
Section Ref: The Evolution of Total Quality Management (TQM)
Level: hard
Ans: Upper management must develop a commitment to quality, and provide a system to
support this commitment. Deming stressed that quality improvements cannot happen
without organizational change that comes from upper management.
Section Ref: The Evolution of Total Quality Management (TQM)
Level: hard
Problems
1. Suppose that a product has three parts, each of which must work in order for the product to
function. The reliabilities of the parts are .898, .933, and .946, respectively. What is the
reliability of the product?
Ans: 79.3% (RS = R1* R2* R3*…… Rn = .898 * .933 * .946 = .70259)
Section Ref: The Philosophy of TQM
Level: easy
2. Suppose that a product has two parts, both of which must be working in order for the product
to function. The reliability of the first part is .85, and the reliability of the second part is .82. In
addition, the second part comes with a backup that is 50% reliable. What is the overall
reliability of the product?
Ans: 77.35% (RP =1 – [P(1st fails)][P(2nd fails)] = 1- .18*(.5) = .91 & RS = R1* R2* R3*…… Rn
= .85 * .91 = .7735 or 77.35%)
Section Ref: The Philosophy of TQM
Level: moderate
3. As a design engineer you need to obtain 99.9% reliability. The first part has a reliability factor
of 99.99%. What level of reliability does the series part require to achieve 99.9% overall
reliability?
Ans: 99.91% (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x = 99.9%/99.99% = 99.91%
Section Ref: The Philosophy of TQM
Level: moderate
4. The design engineer in question #3 needs to improve the overall system reliability by adding
another part in parallel to the unit calculated in question #3. The objective is to achieve an
overall system reliability of 99.95%. What reliability must the parallel part have to meet this
objective?
Short Answer
Ans: statistical
Section Ref: Why TQM Efforts Fail
Difficulty: moderate
10. Philip Crosby believed that ________________________ because the cost of doing it right
the first time is less than the cost of correcting mistakes later