Question 1

Empathy relates to the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following emphasizes defects per million opportunities as a key measure of quality?

Accepted Answer

A)   Deming's 14 Points
B)   ISO 9000:2000
C)   The Gap model
D)   Six Sigma

Question 3

Costs of recalls and warranty claims are classified as internal failure costs.

Accepted Answer

A) True 
 B)False

Question 4

Define root cause and describe root cause analysis.

Accepted Answer

The root cause is a term use to designat...

Question 5

Define poka-yoke, and provide some examples.

Accepted Answer

The run chart is given below. It is evid...

Question 6

ISO 9000:2000 is used only in the United States.

Accepted Answer

A) True 
 B)False

Question 7

A _____ stratifies the data to more detailed levels at each step eventually isolating the most significant problems.

Accepted Answer

A)   flowchart
B)   Pareto diagram
C)   cause-and-effect diagram
D)   scatter diagram

Question 8

For a certain situation, if the dpmo is given to be 2,812.5, then what is the sigma level for this situation? (Access to Excel is required to answer this question) .

Accepted Answer

A)   Less than 2 sigma
B)   More than or equal to 2 but less than 3 sigma
C)   More than or equal to 3 but less than 4 sigma
D)   More than 4 sigma or equal to 5 sigma

Question 9

In reference to quality cost classifications, information-systems development costs would normally fall in _____category.

Accepted Answer

A)   prevention costs
B)   appraisal costs
C)   internal failure costs
D)   external failure costs

Question 10

Zero Defects (ZD) is achieved by identifying defects in production processes and fixing them.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following is NOT a part of Philip Crosby's philosophy of quality?

Accepted Answer

A)   Quality means conformance to requirements, not elegance.
B)   The only performance standard that matters is profits.
C)   There is no such thing as a quality problem.
D)   The only performance measurement is the cost of quality, which is the expense of nonconformance.

Question 12

Which of the following is most closely associated with root cause analysis?

Accepted Answer

A)   The 5-Why Technique
B)   The DMAIC approach
C)   SERVQUAL
D)   Zero defects

Question 13

Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service-delivery process.

Accepted Answer

A) True 
 B)False

Question 14

Machine downtime is an example of which type of quality cost?

Accepted Answer

A)   Prevention costs
B)   Appraisal costs
C)   Internal failure costs
D)   External failure costs

Question 15

An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items. What is the maximum number of defects that could occur during a year if the process is operating at a six-sigma level?

Accepted Answer

epmo = (Number of defects discovered/opp...

Question 16

The term "six sigma" is based on a statistical measure that equates to at most 3.4 errors or defects per million opportunities.

Accepted Answer

A) True 
 B)False

Question 17

Which one of the following statements is FALSE?

Accepted Answer

A)   A cause-and-effect diagram is also called a fishbone diagram.
B)   Scrap and rework costs are part of internal failure costs.
C)   Kaizen is the process of specifying design specifications for goods and services.
D)   The Deming Cycle is named after a famous quality guru and consists of four steps-plan, do, study, and act (PDS
A)  .

Question 18

Which of the following does NOT fit with Six Sigma implementation?

Accepted Answer

A)   Emphasizing dpmo or epmo as a standard metric
B)   Focusing on corporate sponsors responsible for supporting team activities
C)   Providing flexibility to demand volume changes and trends
D)   Providing extensive training followed by project team deployment

Question 19

The Gap model helps managers to analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Accepted Answer

A) True 
 B)False

Question 20

Which one of the following statements is TRUE?

Accepted Answer

A)   A Pareto diagram is also called a fishbone diagram.
B)   Scrap and rework costs are part of external failure costs.
C)   Kaizen focuses on small, frequent, and gradual improvements over the long term, with minimum financial investment.
D)   The Juran cycle is named after a famous quality guru and consists of four steps-plan, do, study, and act (PDS
A)  .

Exam 15: Quality Management

In reference to quality cost classifications, information-systems development costs would normally fall in _____category.

Correct AnswerverifiedShow Answer

Which of the following emphasizes defects per million opportunities as a key measure of quality?

Correct AnswerverifiedShow Answer

Which of the following is NOT a part of Philip Crosby's philosophy of quality?

Correct AnswerverifiedShow Answer

A _____ stratifies the data to more detailed levels at each step eventually isolating the most significant problems.

Correct AnswerverifiedShow Answer

Empathy relates to the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Correct AnswerverifiedShow Answer

The term "six sigma" is based on a statistical measure that equates to at most 3.4 errors or defects per million opportunities.

Correct AnswerverifiedShow Answer

Define poka-yoke, and provide some examples.

Correct AnswerverifiedThe run chart is given below. It is evid...View AnswerShow Answer

Zero Defects (ZD) is achieved by identifying defects in production processes and fixing them.

Correct AnswerverifiedShow Answer

Which one of the following statements is TRUE?

Correct AnswerverifiedShow Answer

An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items. What is the maximum number of defects that could occur during a year if the process is operating at a six-sigma level?

Correct Answerverifiedepmo = (Number of defects discovered/opp...View AnswerShow Answer

Machine downtime is an example of which type of quality cost?

Correct AnswerverifiedShow Answer

Which of the following is most closely associated with root cause analysis?

Correct AnswerverifiedShow Answer

Which of the following does NOT fit with Six Sigma implementation?

Correct AnswerverifiedShow Answer

Costs of recalls and warranty claims are classified as internal failure costs.

Correct AnswerverifiedShow Answer

Which one of the following statements is FALSE?

Correct AnswerverifiedShow Answer

The Gap model helps managers to analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Correct AnswerverifiedShow Answer

Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service-delivery process.

Correct AnswerverifiedShow Answer

ISO 9000:2000 is used only in the United States.

Correct AnswerverifiedShow Answer

For a certain situation, if the dpmo is given to be 2,812.5, then what is the sigma level for this situation? (Access to Excel is required to answer this question) .

Correct AnswerverifiedShow Answer

Define root cause and describe root cause analysis.

Correct AnswerverifiedThe root cause is a term use to designat...View AnswerShow Answer

Correct Answer
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The run chart is given below. It is evid...
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epmo = (Number of defects discovered/opp...
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The root cause is a term use to designat...
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