1. When a process fails to satisfy a customer:
- it is quite often the customer’s fault.
- it is considered a defect
- it is time to reengineer the process.
- it is usually half the customer’s fault and half the company’s fault.
- Consumers consider five aspects when defining quality. Which one of the following is least likely to be one of these aspects?
- Fitness for use
- Psychological impressions
- Individual development
3. Which of the following would be considered a prevention cost of quality?
- Inspecting incoming raw materials
- Training workers to perform their jobs
- Issuing a recall of defective product before another customer is injured
- Performing a 24 hour burn-in on every item produced to make sure it works before it is shipped.
5. Which of the following would be considered an appraisal cost of quality?
- Training workers to perform their jobs
- Purchasing better tools for workers to perform their jobs
- Repairing an item under the warranty
- Running a functional test on each item before it is boxed for shipment
6. A prime example of an internal failure cost is:
- the labor cost associated with inspecting every item produced.
- the labor cost associated with repairing an item returned under warranty.
- the material cost of a piece of stock metal that has had too large a hole drilled in it.
- the material cost of the paint applied to the case of a finished unit.
7. If the quality level is increased by taking steps to prevent defects before they happen, which one of the following statements is TRUE?
- Prevention costs increase.
- Appraisal costs increase.
- Internal failure costs increase.
- External failure costs increase.
8. At which of the following steps will the cost of detecting product defects be the highest?
- Final testing
- Raw material
9. Which one of the following statements is TRUE?
- No two products are exactly alike because the processes that produce them contain many sources of variation, even if the process is a machine.
- With due diligence, variation in a process can be completely eliminated.
- SPC and TQM are two competing techniques for quality control.
- Common causes of variation are those factors that can be identified as commonly occurring at a particular process.
10. Which one of the following statements about strategic considerations in total quality management is TRUE?
- Total quality management is another name for quality control.
- Training programs for employees and monetary incentives are two ways organizations can increase quality awareness in their employees.
- Plants with the best quality control usually have a high percentage of quality inspectors.
- Setting specific quality goals is impossible because good quality is impossible to quantify.
11. Which one of the following statements is a key feature of total quality management (TQM)?
- Quality is primarily the responsibility of all employees in the organization.
- Quality is primarily the responsibility of the quality control department.
- Quality is primarily the responsibility of the production department.
- Quality is primarily the responsibility of top management.
12. The implementation of a total quality management program will most likely result in:
- an increase in product lead times.
- a decrease in employee involvement.
- an increase in communication between workers.
- an increase in work-in-process inventory.
13. Continuous improvement is a philosophy that:
- uses problem-solving techniques within work teams.
- ensures there are plenty of quality inspectors to find areas for improvement.
- waits until a big problem occurs, then systematically solves it.
- encourages the hiring of statistical process control specialists to reduce the need for current employees to learn statistical methods.
14. A measure of the dispersion of observations in a process distribution is called:
- an average.
- a range.
- a shape.
- a specification.
15. Which one of the following statements relating to quality is TRUE?
- Sampling procedures based on measurement by variables should be used when quality specifications are complex.
- A distribution of sample means has more variance than the process distribution itself.
- The distribution of sample means can be approximated by the normal distribution.
- Sampling is a better approach than 100 percent inspection when the cost of accepting a defective item is very high