Question 1

Organizations can ensure that the quality is rooted in their culture by:

encouraging employees to do more than what they are expected to do through reward programs.

internalizing quality at the personal level and encouraging employees to practice quality in all activities in life.

ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements.

alltting sufficient budget for equipment, training, and other means of assuring quality.

Question 2

The value perspective of quality is most important at the _________stage in the creation and delivery of goods and services.

manufacturing

design

marketing

distribution

Question 3

Which of the following is true of the "customer perceived value" measurement used by organizations to measure customer satisfaction?

It takes into consideration only existing customers and not potential buyers.

It focuses more on customer satisfaction than on customer loyalty.

It measures customer satisfaction based on the likelihood of customers recommending the product to other customers.

It measures how customers assess benefits of the product against costs in making purchase decisions.

Question 4

Customer-focused organizations consider complaints as opportunities for improvement as:

it allows them to test the aptitude and efficiency of their employees in handling customer complaints.

it allows them to reduce the cost of research and development because they come to know about potential features through customers.

effectively resolving complaints increases customer loyalty and retention.

it helps employees understand what it feels like to be a customer.

Question 5

The process of subjectively evaluating the quality of an employee's work is known as ______.

employee involvement

performance appraisal

empowerment

workforce engagement

Question 6

__________ is the function performed in organizations that facilitates the most effective use of people to achieve organization and individual goals.

Workforce management

Marketing management

Product management

Brand Management

Question 7

To apply the techniques of process management, processes must be _______.

costly and time consuming

repeatable and measurable

centrally controlled and random

simple and lengthy

Question 8

In the case of a manufacturing company, which of the following is an example of a value-creation process?

Product designing

Human resource services

Public relations

Question 9

A __________ is a subset of objects taken from the ___________.

population; sample

cluster, strata

sample; population

sample space; experiment

Question 10

_____________ is the process of designing a product for efficient production at the highest level of quality.

Design for environment

Design for manufacturability

Design for environment

Concurrent engineering

Question 11

The predicted reliability determined by the design of the product or process is called the _____reliability.

achieved

perceived

inherent

nominal

Question 12

Short repeated patterns in a control chart, with alternating high peaks and low valleys, are known as:

trends

cycles

shifts

runs

Question 13

Defects per million opportunities (dpmo) = _______________.

(number of defects discovered/opportunities for error) x 100,000

opportunities for error x number of defects discovered /1,000,000

(number of defects discovered/opportunities for error) x 1,000,000

opportunities for error / number of defects discovered x 10,000,000

Question 14

In service applications, the term _________ is generally used to describe a nonconformance.

error

unit

cycle

trend

Question 15

The concept of total quality is defined as a(n):

people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost.

structured approach to organization management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them.

customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation.

integrated approach to organizational management that results in lower consumption of resources.

Question 16

Which of the following principles supports statistical thinking, a philosophy of learning and action?

Understanding and increasing variation are keys to success.

All work occurs in a system of independent processes.

Variation exists in all processes.

Variations make it easy to understand root causes in a production process issue.

Question 17

According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ___________.

top management

employees

suppliers

middle management

Question 18

A ___________ is a set of functions or activities within an organization that work together for the aim of the organization.

schema

hidden factory

quincunx

system

Question 19

According to Hackman and Oldham work design model, a job is said to have high _____ if it permits workers freedom, independence, and authority to exercise personal control over the work.

autonomy

task identity

task significance

skill variety

Question 20

The management team at Kyra Electronics, is looking for ways to achieve higher levels of performance. It is trying to obtain higher yields and reduce cycle times. In the context of the three major activities involved in process management, the management team at Kyra, is engaged in the ____________ activity of process management.

mapping

improvement

design

control

Question 21

Which of the following is NOT a tool for descriptive statistics?

Frequency distribution

Regression analysis

Proportion

Histogram

Question 22

____________ is a method to describe combinations of conditions or events that can lead to a failure.

Axiomatic design

Quality function deployment

Fault tree analysis

Total quality management

Question 23

Control limits are often confused with ________.

specification limits

center lines

pre-control lines

three sigma limits

Question 24

A __________ is the result of some cause that gradually affects the quality characteristics of the product and causes the points on a control chart to gradually move up or down from the center line.

defect

process shift

cycle

trend

Question 25

While designing a customer satisfaction survey, organizations should use:

compound questions.

questions with double negatives.

leading questions.

questions that address only one issue or idea.