Question 1.1.

(TCO 1) Which of the following practices were utilized by most companies to

maintain quality levels until the start of the 1980s? (Points : 6)
Team-based initiatives
Process-improvement efforts
Design-quality reviews
inspection


Question 2.2. (TCO 1) Which of the following does NOT support the principles of total
quality? (Points : 6)
An integrated organizational infrastructure
A set of management practices
Reliance on a separate Quality Department
A set of tools and techniques


Question 3.3. (TCO 2) Which of the following systems do not have a role to play in assuring
quality in a manufacturing firm? (Points : 6)
Sales
Purchasing
Tool Engineering
None (All answers have a role.)


Question 4.4. (TCO 2) In the 1950s, volume and complexity together gave rise to: (Points : 6)
reliability engineering
quality assurance departments
TQM
Loss of market share


Question 5.5. (TCO 3) The Malcolm Baldrige National Quality Award was established by which
of the following? (Points : 6)
Several American automobile industry executives

The American Society for Quality (ASQ)
Baldrige Consulting
An Act of Congress


Question 6.6. (TCO 3) ISO 9000:2000 defines a _____-based approach to quality management
systems. (Points : 6)
customer
statistics
process
product


Question 7.7. (TCO 4) Which of the following causes the majority of poor quality in a system,
according to Deming? (Points : 6)
Outdated equipment
Production workers
Lack of automation
Management


Question 8.8. (TCO 4) According to Deming's philosophy, which of the following is false
regarding inspection? (Points : 6)
Inspection encourages the production of defects.
Inspection can be used to assure quality.
Inspection is rarely accurate.
Inspection does not add value to the product.


Question 9.9. (TCO 5) If a competitor's product offers the same benefits at a lower price, then
the competitor's product provides _____. (Points : 6)
higher value
higher effectiveness
lower value
higher quality


Question 10.10. (TCO 5) Crosbys quality vaccine consists of _________.
(Points : 6)
Reliability, Education, and Implementation
Courtesy
Communication
Determination, Education, and Implementation



Question 11.11. (TCO 6) A _____ is an approach that integrates an organization's major goals,
policies, and action sequences into a cohesive whole. (Points : 6)
tactic
program
mission
strategy


Question 12.12. (TCO 6) Leadership for quality is about continually improving the performance
of________. (Points : 6)
people
processes
products
all of the above


Question 13.13. (TCO 7) How did Deming believe worker motivation is best
accomplished? (Points : 6)
Neither internal motivation nor incentives and bonuses
Internal motivation rather than incentives and bonuses
Incentives and bonuses rather than internal motivation
Incentives but not bonuses


Question 14.14. (TCO 7) The managers role in empowerment includes (Points : 6)
Commitment
Leadership
Facilitation
all of the above


Question 15.15. (TCO 8) In order to ensure excellence in team work, team leaders should
attempt to develop which of the following characteristics in teams:(Points : 6)
People Skills
Participation
Accountability
all of the above


Question 16.16. (TCO 8) In firms that implement Six Sigma efforts, _____ are often targeted as
future leaders. (Points : 6)
team members
Black belts
champions
Green belts


Question 17.17. (TCO 9) Which one of the following types of processes drives the creation of
products and services, is critical to customer satisfaction, and has a large impact on the
organization's strategic goals? (Points : 6)
Support processes
Outsourced processes
Value-creation processes
Supplier processes


Question 18.18. (TCO 9) Kaizen is best described by which of the following terms? (Points : 6)
Concurrent engineering
Continuous improvement at all levels
Innovation
Statistical process control


Question 19.19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500
shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the
normal price to a retailer who specializes in factory seconds. The revenue lost by the
manufacturer is considered which of the following? (Points : 6)
An internal failure cost
An appraisal cost
An external failure cost
A prevention cost


Question 20.20. (TCO 10) The additional labor that is used when a machined part is returned to
the drilling department for rework to correct a quality problem is considered which of the
following? (Points : 6)
A prevention cost
An appraisal cost
An internal failure cost
An external failure cost


Question 21.21. (TCO 11) Partitioning a population into hierarchical groups or levels and
selecting a sample from each group or level is known as which of the following? (Points : 6)
Simple random sampling
Stratified sampling
Systematic sampling
Judgment sampling


Question 22.22. (TCO 11) A bank observes that most customer complaints come from only a
small part of its total customer base. This is an example of which of the following? (Points : 6)
Clustering
The Pareto principle
Skewing
The central limit theorem


Question 23.23. (TCO 12) Which of the following constitutes an approach to reducing sampling
error? (Points : 6)
Cross-checking research designs with knowledgeable analysts
Questioning the assumption that tomorrow's and today's populations are comparable
Taking a larger sample from the population
Reducing conditions that contribute to dissimilar population segments


Question 24.24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL)
for an X-Bar chart if six samples of subgroup size 6 (n=6) were collected, and the mean of the
sample averages is 4.7 and mean of the sample ranges is 0.35. (Points : 30)
UCL = 4.86905, LCL = 4.53095
UCL = 4.90195, LCL = 4.49805
UCL = 4.72250, LCL = 4.14350
UCL = 5.05805, LCL = 4.34195


Question 25.25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL)
for an R-chart if twenty samples of subgroup size 3 (n=3) were collected for a variable
measurement and the mean of the sample ranges equals 4.4. (Points : 30)
UCL = 9.3016, LCL = 0.3344
UCL = 1.4696, LCL = 0.0000
UCL = 11.3256, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000


Question 26.26. (TCO 13) Which of the following are the phases of the Six Sigma problem
solving approach? (Points : 6)
Define, Monitor, Analyze, Improve, Confirm

Define, Monitor, Analyze, Invest, Control

Define, Measure, Analyze, Improve, Control

Define, Measure, Analyze, Invest, Control



Question 27.27. (TCO 14) St. Luke's Hospital identified several phases in its organization's
TQM implementation. This is an example of _____. (Points : 6)
poor implementation
quality as a journey
implementation that is moving too slowly
All of the above



Essay Questions:




1. (TCO 3) Answer the following questions concerning ISO 9000:
1. The ISO 9001 Requirements document is organized into four sections. Discuss three
of the four sections. (10 points)
2. Discuss how ISO 9000:2000 is different than older standards. (10 points)
3. Discuss three of the eight quality management principles of ISO 9000:2000.




Question 2.2. (TCO 14) Answer the following questions concerning best practices:
1. Discuss the five best practices that are considered to be universal. (10 points)
2. Besides those noted in (1) above, discuss the best practices useful to lower
performers, namely, those with an ROA of 2 percent or less. (10 points)
3. Besides those noted in (1) above, discuss the best practices useful to high performers,
namely, those with an ROA of 6.9 percent or more. (10 points)








Question 3.3. (TCO 4) Deming's Profound Knowledge consists of four elements. Answer the
following three parts relating to the psychology element of Deming's Profound Knowledge. Your
discussion should relate to this element of Deming's Profound Knowledge and not psychology in
general.
1. Discuss why psychology is important for us to understand. (10 points)
2. Discuss how fear plays a part in this element. (10 points)
3. Discuss how pay and motivation are of interest in this element. (10 points)