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Assignment # 1
MULTIPLE CHOICE QUESTIONS 1. In mechanical assemblies, _____ lead(s) to inconsistent performance and premature wear and failure. a. poor inspection b. lack of systems approach c. outdated technology d. variations from specifications 2. Which of the following individuals is credited with having the greatest influence on quality management? a. Philip B. Crosby b. W. Edwards Deming c. Kaoru Ishikawa d. Joseph M. Juran 3. Deming’s Profound Reflective Thinking system consists of four interrelated parts. Which of the following is NOT one among them? a. Appreciation for a system b. Understanding variation c. Theory of quality d. Psychology 4. According to Deming, _____ should become the common language that every employee — from top executives to line workers - uses to communicate with one another. a. graphs and charts b. slogans c. acronyms d. statistics 5. The last part of the Deming’s Profound Reflective Thinking, psychology, provides an understanding of human behavior. Which of the following is NOT true regarding psychology at work? a. People differ from one another. b. People are born with a need for love and esteem in their relationships. c. Fear motivates people thus helping the system to reach its full potential. d. Pay is not a motivator. 6. According to Deming, which of the following is part of the new philosophy companies must learn in order to create a never-ending cycle of improvement? a. Quota-driven production b. Work measurement c. Adversarial work relationships d. Customer-driven approach 7. The fourth point in Deming's 14 points is to Stop Making Decisions Purely on the Basis of Cost. All of the following statements relate to the point EXCEPT: a. Inspection should be used as an information-gathering tool for improvement. b. Establish long-term relationships with fewer suppliers. c. Direct costs associated with poor quality materials far exceed the cost “savings” perceived by purchasing. d. Constantly changing suppliers solely on the basis of price increases the variation in the material supplied to production.
Point 7: Institute Leadership c. flat organization charts d. a. Which of the following is the primary reason for Deming’s position that slogans should be eliminated? a. the power/interest matrix b. material suppliers. 10. statistical theory and variation. Point 10: Eliminate Exhortations 9. b. b. Which aspect of Deming's 14 points addresses the issue of why managers fail to cooperate with other departments? a. top management. 2 . Most problems depend on the system and cannot be controlled by workers. c. a. Slogans are costly to maintain and periodically update. d. The second part of Profound Knowledge is a basic understanding of: a. They encourage improvement. quality d. inventory. vertical organization charts 12. b. productivity c. d. separating the planning and execution functions. Which of the following statements is TRUE regarding numerical quotas and management by objectives? a. 11. d. Deming stressed that the ultimate responsibility for quality improvement lies with: a. automation. c. inspection. c. The Deming philosophy focuses on improvements in product and service quality by: a. design engineers. Workers may short-cut quality to reach the goal. Inspectors. d. d. c. the top-down approach. c. Standards and quotas are based on long-term perspectives. quality b. Traditional organizations typically manage according to the functions in _____. reducing customer complaints.MT-257-Quality Assurance Assignment # 1 Winter 2012 8. Deming claimed that higher levels of _____ lead to higher levels of _____. Measurement has been. c. management principles. b. quality 14. Not all workers can read the slogans. 15. b. 13. motivational. reducing variation. particularly if rewards are tied to meeting quotas. and often still is. inspecting 100% of output. psychology. theory of knowledge. Point 6: Institute Training b. Point 8: Drive Out Fear d. Slogans benefit the customers more than the workers. quality.
Deming. Commitment by top management is a necessity. _____ maintained that the manufacturing-based definition of quality as conformance to specification limits is inherently flawed. Juran. a. the only performance measurement is the cost of quality. 20. Crosby. b. Credit for the development of the term “total quality control” is attributed to: a. V. conformance to requirements. Upper management requires training and experience in managing for quality. c. b. c. hidden factory 22. Feigenbaum b. market share. the only performance standard is “Zero Defects (ZD). a. liquidity. Kaoru Ishikawa c. potential units c. a. the portion of plant capacity wasted due to poor quality. b.MT-257-Quality Assurance Assignment # 1 Winter 2012 16. dollars. spare capacity d. A. Which of the following represents a point of disagreement between Deming and Juran? a. 17. c. c. Crosby 23. there is no such thing as the statistics of quality. c. d. d. Philip B. which is the expense of nonconformance. Genichi Taguchi d. According to Crosby’s Absolutes of Quality Management. quality means conformance to requirements. b. an unnecessary reliance on statistical tools. absence of quality is attributed to: a. 18. the majority of quality problems are associated with: a. Feigenbaum. b. uncaring workers. Change can be accomplished within the organization’s existing structure. d. Feigenbaum popularized the term _____. improper measurements. shareholders. d. 19.” 3 . setting requirements. c. b. nonconformance. zero-output units b. Crosby’s Absolutes of Quality Management include the following points EXCEPT:. not elegance. processes designed by management. d. quality issues must be translated into the “language” of: a. Juran believed that to get top management’s attention. 21. the lack of production quotas. d. According to Deming and Juran. Employees need to know who uses their products.
a person’s achievement orientation. storming. b. b. Which of the following is not one of them? a. norming. employee involvement in organizational initiatives. rewarding. failure rate d. the principal factors that determine success. Gather and analyze relevant data and information pertaining to such factors as the organizations strengths. Execute mergers and acquisitions. The key stages of a team’s life cycle include all of the following EXCEPT: a. Develop and refine a systematic approach for conducting strategic planning and setting strategic objectives.MT-257-Quality Assurance Assignment # 1 Winter 2012 24. and strategic challenges. 26. task identity. d. c. _________ refers to responsibilities and tasks assigned to individuals. opportunities. b. ________ refers to how employees are organized in formal and informal units. such as departments and teams. 4 . b. a. combination of effort and faith. nonconformance ratio 25. a. Understand the competitive environment. work design b. 30. task significance. d. quality circles do not disband after solving a specific problem. weaknesses. defects per million opportunities c. the organization’s core competencies. d. quality circles do not meet regularly. Rostering. The major difference between quality circles and problem-solving teams is that: a. b. Work design. with an aim to expand business globally and to form coalitions and cartels to achieve the same. feedback from the job. d. job description d. A job characteristic related to the degree to which a job gives the participant a feeling that the work has a substantial impact on the organization or the world is known as: a. A formal definition of motivation is: a. c. One of the key concepts in the core philosophy of Six Sigma emphasizes quantifiable measure as _____. job design c. d. Worker allocation. tolerance conformance percent b. and threats. adjourning. c. 27. c. 28. autonomy. quality circles work on pre-chosen problems. an individual’s response to a felt need. quality circles are subcommittees from problem-solving teams. c. team formation 29. Job design. An organization must address certain key practices to achieve a strategic focus on performance excellence.
Employees’ ability to convey trust and confidence pertains to which service quality dimension? a. continuous improvement. b. greater worker satisfaction and higher quality. Features b. Committed to a set of performance goals d. Empathy b. c. d. Homogenous group with similar demograhics c.MT-257-Quality Assurance Assignment # 1 Winter 2012 31. Which of the following is NOT a defining characteristic of a team? a. lowered production costs. b. The physical facility and equipment of a resort hotel represent which dimension of service quality? a. Performance c. best practices. Assurance 38. Reliability 37. a. Which of the following is NOT a part of the Profound Knowledge system? a. High-performance work b. Hold themselves mutually accountable 34. higher wage rates. _____ is the product quality dimension which relates to the degree to which a product’s physical and performance characteristics match pre-established standards. short-term and measurable results. Serviceability 36. Excellence management d. Responsiveness c. Job enlargement resulted in all of the following EXCEPT: a. Understanding of variation 5 . Assurance d. Management by objectives d. _____ refers to work approaches used to systematically pursue ever-higher levels of overall organizational and human performance. Performance management 32. Responsiveness b. Reliability d. Psychology b. Appreciation for a system c. Tangibles c. a. c. 35. Small number of people with complementary skills b. Conformance d. increased fragmentation of jobs. 33. d. Motivational involvement c. the objectives that support the strategic directions of the organization. Performance appraisals are most effective when they are based on all of the following EXCEPT: a.
d. workforce involvement. Job enlargement b. Acquiring cross-functional skills. Conformance 6 . Six Sigma methodology is driven by a _____ methodology. driven by the leadership of top management. Which of the following is NOT a dimension of product quality listed in the textbook? a. The Deming philosophy focuses on continual improvements in product and service quality by _____ in design. Which of the following is NOT considered as one of the benefits of self-managed teams? a. 46. Features d. 43. and autonomy rather than simply more or different work to do. management-by-fact 42. Job description 45. job rotation c. Pitting individuals or departments against each other for resources b. a. c. Provide greater flexibility and faster response. job enrichment d. outsourcing non-core activities d. Job enrichment d. and increased empowerment are forms of: a. Job rotation c. job enrichment. promoting innovations b. data driven c. and service processes. job enlargement b. c. b. responsibility. Responsiveness c. a. which of the following should be encouraged? a. Applying systems thinking in people management d. reducing uncertainty and variability c.MT-257-Quality Assurance Assignment # 1 Winter 2012 39. job description 44. Help to attract and retain the best people. The purpose of _____ is to renew interest or motivation of the individual and to increase his or her complement of skills. working in teams. Increase revenues and margins across product lines. Using performance appraisals to blame individuals 41. a. Offer employees a higher level of involvement and job satisfaction. Using sales quotas or arbitrary cost-reduction goals c. Performance b. customer-focused d. manufacturing. reengineering 40. According to Deming’s Profound Knowledge system. b.. d. trial and error b. motivation. employee motivation. _____ entails “vertical job loading” in which workers are given more authority. a.
MT-257-Quality Assurance Assignment # 1 Winter 2012 47. Quality improvement Answer: b AACSB: Analytic Skills 50. Tangibles c. _____ begins with identifying customers. By doing this. Quality implementation d. and developing the processes capable of producing the product or delivering the service. The only performance measure is the cost of quality. there is an employee who (every 15 minutes) sweeps up the hair that has fallen on the floor. Reliability b. Zero defects is an unrealistic goal. Dave noticed that where he gets his haircut at Hair Town. There is no such thing as a quality problem. the management at Hair Town is trying to affect which quality dimension? a. translating customer needs into specifications. Quality planning b. Which of the following is NOT TRUE based on Crosby’s quality philosophy? a. What is the cost of the program? b. Which of the following is a critical question to ask when developing a customer satisfaction measurement program? a. Competence d. Empathy 48. determining their needs. a. d. Who is the customer? c. Quality is free. 7 . Quality control c. Which level of management has responsibility for the program? 49. c. developing product features that respond to those needs. both external and internal. Why is the program needed? d. b.
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