Question 1

The ISO 9000 has been revised __________ times since its original release.

A. two

B. three

C. four

D. five

Question 2

Which of the following is NOT an appropriate motive for adopting ISO 9000?

A. To improve competitive posture

B. To improve operations

C. To obtain a marketing advantage

D. To create a QMS that will be recognized by customers worldwide

Question 3

ISO 9000 __________ improve operations in a __________ environment.

A. cannot; traditional

B. can; traditional

C. cannot; nontraditional

D. cannot; start-up

Question 4 of 40 2.5 Points
To keep ISO 9001 relevant, a systematic review of ISO 9001 was completed in:

A. March 2011.

B. October 2011.

C. March 2012.

D. October 2012.

Question 5 of 40 2.5 Points
In which stage are the results of the actions measured in the operating principle of ISO management?

A. Plan

B. Do

C. Check

D. Act

Question 6 of 40 2.5 Points
By a(n) "__________environment" we mean an organizational environment that has persisted in companies for decades, until the total quality management movement began to changes things.

A. functional

B. matrix

C. originating

D. traditional

Question 7 of 40 2.5 Points
ISO 9001 is __________ so it __________ be applied to any kind of organization.

A. specific; cannot

B. generic; cannot

C. generic; can

D. specific; can

Question 8

Which of the following is a basic principle of ISO 9000?

A. Certification authority held by ISO

B. Continual improvement of processes and products

C. Management authority

D. Periodic internal audits

Question 9

With ISO 9001, prices can be more competitive because:

A. processes are more efficient.

B. the focus is on the customer.

C. quality controls are in place.

D. waste is minimized.

Question 10

The most significant change in ISO 9001:2000 was:

A. making process management its centerpiece.

B. ensuring all personnel have measureable work objectives.

C. additional compliance with documented procedures.

D. an emphasis on preventative actions rather than just checking the final product.

Question 11

The primary difference between ISO 9000 and TQM is:

A. TQM does not require the involvement of all functions and levels of the organization.

B. ISO 9000 requires the involvement of all functions and levels of the organization.

C. ISO 9000 does require the QMS to include functions and levels that play only indirect roles in the management and execution of the product or service realization processes.

D. the degree to which the entire organization is involved.

Question 12

The ISO 9000 principle of leadership includes:

A. taking advantage of fully involved employees.

B. establishing unity of purpose.

C. basing decisions on the analysis of accurate, relevant, and reliable data.

D. following a systems approach to management.

Question 13

ISO 9000 may be __________ in a mature total quality environment.

A. required

B. necessary

C. mandated

D. redundant

Question 14

Appropriate motives for adopting ISO 9000 include which of the following?

A. To create a quality management system

B. To improve operations

C. To conform to the requirements of customers

D. All of the above

Question 15

The original aim of ISO 9000 was to:

A. ensure that the products or services provided by registered organizations were consistently fit for their intended purpose.

B. take TQM to the next level by streamlining overall objectives.

C. support organizational process reengineering.

D. provide a foundation for auditing government entities.

Question 16

The revised ISO 9001 standard, once revised, will take account of changes in quality management systems practices and technology since the last major revision in:

A. 1987.

B. 1994.

C. 2000.

D. 2008.

Question 17

The quality __________ must address each clause of the ISO 9001 standard, illustrating management responsibility.

A. registration form

B. management system

C. charter

D. manual

Question 18

The principles on which ISO 9000 are based come from:

A. Crosby's Quality Vaccine.

B. Crosby's Fourteen Steps to Quality Improvement.

C. the Pareto Principle.

D. Deming's Fourteen Points of Management.

Question 19

Which of the following statements outline the relationship factor?

A. ISO 9000 and total quality are not in competition

B. ISO 9000 and total quality are not interchangeable

C. ISO 9000 is compatible with total quality

D. All of the above

Question 20

The quality __________ is composed of all the organization's policies, procedures, plans, resources, processes, and delineation of responsibility and authority.

A. standard

B. management system

C. continuum

D. portfolio

Question 21

A plus symbol (+) in one of the squares under the HOQ roof indicates that the two technical requirements forming that intersection:

A. are closely related.

B. are supportive of each other.

C. are high priority customer needs.

D. verifies the math in the planning section.

Question 22

Which matrix of the QFD HOQ links the HOWs and the WHATs?

A. Matrix 1 (Customer Needs)

B. Matrix 2 (Planning)

C. Matrix 4 (Interrelationships)

D. Matrix 6 (Design Targets)

Question 23

Factors that inhibit problem-solving creativity include:

A. failing to be concerned about risk.

B. having more than 4-5 people on the team.

C. allowing ambiguity.

D. fear of looking foolish or being rejected.

Question 24

Frequency Distribution Diagram is another name for a:

A. Pareto Chart.

B. Fishbone Diagram.

C. Scatter Diagram.

D. Histogram.

Question 25

The Seven-Step Problem Solving process promoted by the authors was developed by:

A. Ford.

B. Toyota.

C. Mitsubishi.

D. General Motors.

Question 26

Data in the Customer Importance column of the customer needs matrix:

A. should be non-limiting and nonspecific.

B. is developed from unanimous customer input.

C. is an estimate (by the QFD team) of the relative importance of the customer needs.

D. is typically based on a scale of 1-5, with 1 being of the highest importance.

Question 27

The __________ is used to simultaneously make the collection of data easy, while at the same time displaying it in a manner that provides useful information to the user.

A. flowchart

B. check sheet

C. cause-and-effect diagram

D. Pareto chart

Question 28

Which of the following reveals whether process variation is the result of a special cause?

A. Control Chart

B. Check Sheet

C. Pareto Chart

D. Run Chart

Question 29

Which chart is often referred to as a trend chart?

A. Control Chart

B. Run Chart

C. Pareto Chart

D. Scatter Diagram

Question 30

__________ tries to identify all the possible types (modes) of failures that could happen to a product or process--before they happen.

A. Cause-and-effect diagram

B. Five-S

C. FMEA

D. QFD

Question 31

Which of the following is a strategy for helping people think creatively?

A. Idea vending (or stirring the pot)

B. Being risk averse

C. Unwillingness to hear "over the top" ideas or input

D. Looking for the one right answer

Question 32

DFMEA stands for:

A. design failure mode and effects analysis.

B. design function mode and effects analysis.

C. design failure mode and efficiency analysis.

D. design feature methods and efficiency analysis.

Question 33

After defining a problem, the next step in the problem solving/decision making process should be:

A. institute a temporary fix to keep things moving.

B. use Five-Why analysis.

C. clarify the issue or problem in order to "grasp the situation".

D. define what the outcome should be.

Question 34

QFD was developed in 1966 by:

A. YojiAkao.

B. Motorola.

C. E. Edwards Deming.

D. Ford Motor Co.

Question 35

The purpose of a __________ is to show you where to apply your resources by revealing the significant few from the trivial many.

A. flowchart

B. check sheet

C. histogram

D. Pareto chart

Question 36

There are two ways to evaluate decisions. One way is to:

A. examine the results.

B. examine the input that is used in decision making.

C. evaluate the process used in making the decision.

D. A or C

Question 37

In what matrix of the QFD HOQ are the improvement factor and sales point developed?

A. Matrix 1 (Customer Needs)

B. Matrix 2 (Planning)

C. Matrix 4 (Interrelationships)

D. Matrix 6 (Design Targets)

Question 38

__________ are typically used to identify and isolate causes of a problem.

A. Fish-bone diagrams

B. Pareto charts

C. Decision models

D. Process maps

Question 39

__________ is an analytical technique used to evaluate failure modes with the intent to eliminate the failure mode in future operations.

A. Failure mode analysis (FMA)

B. Effects analysis

C. Process FMEA

D. Design FMEA

Question 40

Repeatedly asking "why" related to the problem should eventually lead to:

A. problem resolution.

B. consensus.

C. a root cause.

D. process improvement.