Multiple Choice Questions

Inspections should NOT take place
  • fish-bone charts or ishwaka charts
  • an organizational culure that fosters quality
  • if the product is good or bad
  • after costly or irreversible processes
A successful quality strategy begins with
  • fish-bone charts or ishwaka charts
  • an organizational culure that fosters quality
  • diffeentiation, low cost, and response
  • after costly or irreversible processes
Which of the following is NOT an external failure cost?
  • research and development
  • scrap
  • access
  • increased productivity
What is training and empowering frontline employees to solve a problem immediately?
  • increased productivity
  • research and development
  • higher warranty costs
  • service recovery
Which of the following is NOT one of the techniques for building employee empowerment?
  • kaizen
  • the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
  • The manager may be able to influence the quality of the service but has little control over the customers expectation
  • Eliminate formal organization structures such as teams and quality circles
Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline?
  • scrap
  • access
  • histogram
  • reliability
A device or technique that ensures production of a good unit every time is a
  • poka-yoke
  • kaizen
  • histogram
  • access
One hundred percent inspection
  • if the product is good or bad
  • means that every part is checked to see whether or not it is defective
  • fish-bone charts or ishwaka charts
  • after costly or irreversible processes
The American Society for Quality defines quality as
  • The manager may be able to influence the quality of the service but has little control over the customers expectation
  • an organizational culure that fosters quality
  • the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
  • after costly or irreversible processes
Which of the following costs is not a cost of quality?
  • increased productivity
  • research and development
  • higher warranty costs
  • scrap
Which of the following DOES NOT increase profit by improving quality?
  • increased productivity
  • reliability
  • research and development
  • higher warranty costs
Attribute inspection measures
  • increased productivity
  • if the product is good or bad
  • after costly or irreversible processes
  • fish-bone charts or ishwaka charts
To develop a standard or benchmark, firms need to start with
  • determining what to benchmark
  • diffeentiation, low cost, and response
  • increased productivity
  • research and development
Which of the following determinants of service quality means the firm performs the service right the first time and the firm honors its promises?
  • reliability
  • higher warranty costs
  • histogram
  • kaizen
Which of the following determinants of service quality means approachability and ease of contact?
  • access
  • kaizen
  • scrap
  • histogram
Which of the following is the Japanese term used to describe continous imporvement efforts?
  • reliability
  • access
  • scrap
  • kaizen
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Multiple Choice Questions
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