Question 1. is/are simply representation(s) of facts that come from some type of measurement process.

Data

Measures

Indicators

Information

Question 2. Production volume and seasonal influences affect quality costs.

True

False

Question 3. Which of the following is NOT a benefit derived from good data and information management?

Workers obtain concrete feedback on their performance.

Operational cost are lowered due to better planning and improvement actions.

Large quantities of data-laden reports are generated.

Indicators provide effective measurement of customer service levels.

Question 4. Which of the following is NOT a prevention cost?

Process control costs

Inspection costs

Quality planning costs

Training costs

Question 5. Which of the following is NOT a finding resulting from managers beginning to define and isolate the full range of quality-related costs?

Quality-related costs were much larger than previously reported.
Quality-related costs were also related to ancillary services such as purchasing and customer service departments.
Most of the costs resulted from poor quality and were avoidable.
Clear responsibility for action to reduce avoidable quality issues was assigned.

Question 6. Peter Senge defines as an organization that is continually expanding its capacity to create its future.

quality organization

a sunrise firm

proactive firm

learning organization

Question 7. The Baldrige Award criteria are best described as:

nonprescriptive.

restrictive.

nondescriptive.

predictive.

Question 8. A machined part is returned to the drilling department for rework. The additional labor that is used to correct the quality problem with the part is:

a prevention cost.

an appraisal cost.

an internal failure cost.

an external failure cost.

Question 9. Better prevention of poor quality:

reduces internal and external failure costs, and increases appraisal cost.

reduces internal and external failure costs, and does not affect appraisal cost.

reduces external failure cost, does not affect internal failure cost, and increases appraisal cost.

reduces internal and external failure costs and appraisal cost.

Question 10. According to the text, in fully-empowered TQ organizations and those with strong self-directed teams, you would probably find the style to be most prevalent.

directing

supporting

coaching

delegating

Please answer the above questions.

REFERENCE:

Evans, J., & Lindsay, W. (2011). Managing for quality and performance excellence (8th ed.). Mason, OH: South-Western Cengage.