Question 1

The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Accepted Answer

A) True 
 B)False  True

Question 2

Identify a true statement about International Organization for Standardization (ISO)  9000:2000.

Accepted Answer

A)   It states that generic management practices can never be standardized.
B)   Its standards do not apply to services such as health care, banking, and transportation.
C)   It is the first version of the ISO family of standards.
D)   Its standards apply to all types of businesses, including electronics and chemicals.E) A) and D)
F) None of the above

Question 3

__________are targets and tolerances determined by designers of goods and services.

Accepted Answer

A)   Defects
B)   Specifications
C)   Units of work
D)   Costs of qualityE) A) and B)
F) A) and C)

Question 4

Which of the following statements is true of Dr. W. Edwards Deming

Accepted Answer

A)   He sought to improve quality by working within the system familiar to managers.
B)   He proposed a simple definition of quality: "fitness for use."
C)   He professed that quality means conformance to requirements and not elegance.
D)   He advocated a process to guide and motivate improvement activities known as the Deming cycle.E) A) and B)
F) A) and C)

Question 5

Identify a true statement about the poka-yoke concept.

Accepted Answer

A)   Many applications of poka-yoke are expensive to implement.
B)   It is a manufacturing process.
C)   It is a concept advocated by Dr. W. Edwards Deming.
D)   Many applications of poka-yoke are deceptively simple.E) A) and B)
F) C) and D)

Question 6

Which of the following statements is true of Gap 3 in the GAP model

Accepted Answer

A)   It can be minimized by making senior managers work in frontline jobs a few days every year so that they keep in contact with customers and frontline employees.
B)   It is where the customer judges quality and makes future purchase decisions.
C)   It can be minimized by advertising.
D)   It recognizes that manufacturing and service delivery systems must execute quality specifications well.E) B) and D)
F) B) and C)

Question 7

__________defines quality system standards, based on the premise that certain generic characteristics of management practices can be standardized and that a well-designed, well-implemented, and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.

Accepted Answer

A)   International Organization for Standardization (ISO)  14000:2015
B)   International Organization for Standardization (ISO)  4217:2015
C)   International Organization for Standardization (ISO)  14006:2011
D)   International Organization for Standardization (ISO)  9000:2000E) B) and D)
F) B) and C)

Question 8

According to Philip B. Crosby's Absolutes of Quality Management philosophy, _____.

Accepted Answer

A)   quality means conformance to elegance
B)   there is no such thing as a quality problem
C)   there is no such thing as zero defects
D)   the only performance measurement is the economics of qualityE) All of the above
F) A) and C)

Question 9

Daniel is a front-desk manager at Refington Hotel, a mid-market hotel. During Daniel's shift last week, he received 29 customer complaints. A total of 428 guests had stayed in the hotel that week. Given this information, find out the errors per million opportunities.

Accepted Answer

A)   400 errors per million opportunities
B)   23456 errors per million opportunities
C)   67757 errors per million opportunities
D)   14758620 errors per million opportunitiesE) None of the above
F) A) and C) C

Question 10

The International Organization for Standardization (ISO) is a specialized agency for standardization that was founded in 1946, and it is composed of representatives from the national standards bodies of 91 nations.

Accepted Answer

A) True 
 B)False

Question 11

__________is a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers, resulting in a clear financial return for the organization.

Accepted Answer

A)   Six Sigma
B)   The GAP model
C)   Poka-yoke
D)   A kaizen eventE) A) and C)
F) None of the above

Question 12

In the context of SERVQUAL, _____ is the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Accepted Answer

A)   responsiveness
B)   reliability
C)   competence
D)   assuranceE) B) and C)
F) A) and B)

Question 13

__________in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.

Accepted Answer

A)   Gap 1
B)   Gap 2
C)   Gap 3
D)   Gap 4E) A) and C)
F) A) and D)

Question 14

Six Sigma cannot be applied to service processes.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following definitions of quality is proposed by Joseph M. Juran

Accepted Answer

A)   Quality means conformance to requirements.
B)   Quality is fitness for use.
C)   A product or a service possesses quality if it helps somebody and enjoys a good and sustainable market.
D)   A product or a service possesses quality if it consistently exceeds customer expectations.E) B) and D)
F) A) and B)

Question 16

_____ concept characterizes quality performance by defects per million opportunities.

Accepted Answer

A)   The poka-yoke
B)   The ISO 9000:2000
C)   The Gap model
D)   The Six SigmaE) B) and D)
F) A) and D) D

Question 17

In General Electric's Six Sigma problem-solving approach (DMAIC) , the__________phase involves determining the most likely causes of defects.

Accepted Answer

A)   define
B)   measure
C)   analyze
D)   controlE) C) and D)
F) A) and B)

Question 18

A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group.

Accepted Answer

A)   flowchart
B)   histogram
C)   cause-and-effect diagram
D)   scatter diagramE) A) and C)
F) C) and D)

Question 19

Identify a true statement about kaizen.

Accepted Answer

A)   It is based on the concept of continuous improvement.
B)   It is an intense, rapid improvement process.
C)   It is performed on a part-time basis.
D)   It involves a huge financial investment.E) A) and B)
F) C) and D)

Question 20

Which of the following is a core philosophy of Six Sigma?

Accepted Answer

A)   Achieving cycle time reduction
B)   Increasing non-value-added activities
C)   Avoiding errors per million opportunities as a standard metric
D)   Increasing variation in cash flowE) C) and D)
F) All of the above

Exam 15: Quality Management

The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Correct Answer
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True

Identify a true statement about International Organization for Standardization (ISO) 9000:2000.

Correct Answer
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__________are targets and tolerances determined by designers of goods and services.

Correct Answer
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Which of the following statements is true of Dr. W. Edwards Deming

Correct Answer
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Identify a true statement about the poka-yoke concept.

Correct Answer
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Which of the following statements is true of Gap 3 in the GAP model

Correct Answer
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Correct Answer
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According to Philip B. Crosby's Absolutes of Quality Management philosophy, _____.

Correct Answer
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Daniel is a front-desk manager at Refington Hotel, a mid-market hotel. During Daniel's shift last week, he received 29 customer complaints. A total of 428 guests had stayed in the hotel that week. Given this information, find out the errors per million opportunities.

Correct Answer
verified
C

The International Organization for Standardization (ISO) is a specialized agency for standardization that was founded in 1946, and it is composed of representatives from the national standards bodies of 91 nations.

Correct Answer
verified

__________is a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers, resulting in a clear financial return for the organization.

Correct Answer
verified

In the context of SERVQUAL, _____ is the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Correct Answer
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__________in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.

Correct Answer
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Six Sigma cannot be applied to service processes.

Correct Answer
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Which of the following definitions of quality is proposed by Joseph M. Juran

Correct Answer
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_____ concept characterizes quality performance by defects per million opportunities.

Correct Answer
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D

In General Electric's Six Sigma problem-solving approach (DMAIC) , the__________phase involves determining the most likely causes of defects.

Correct Answer
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A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group.

Correct Answer
verified

Identify a true statement about kaizen.

Correct Answer
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Which of the following is a core philosophy of Six Sigma?

Correct Answer
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Exam 15: Quality Management

The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Correct AnswerverifiedTrue

Identify a true statement about International Organization for Standardization (ISO) 9000:2000.

Correct AnswerverifiedShow Answer

__________are targets and tolerances determined by designers of goods and services.

Correct AnswerverifiedShow Answer

Which of the following statements is true of Dr. W. Edwards Deming

Correct AnswerverifiedShow Answer

Identify a true statement about the poka-yoke concept.

Correct AnswerverifiedShow Answer

Which of the following statements is true of Gap 3 in the GAP model

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

According to Philip B. Crosby's Absolutes of Quality Management philosophy, _____.

Correct AnswerverifiedShow Answer

Daniel is a front-desk manager at Refington Hotel, a mid-market hotel. During Daniel's shift last week, he received 29 customer complaints. A total of 428 guests had stayed in the hotel that week. Given this information, find out the errors per million opportunities.

Correct AnswerverifiedC

The International Organization for Standardization (ISO) is a specialized agency for standardization that was founded in 1946, and it is composed of representatives from the national standards bodies of 91 nations.

Correct AnswerverifiedShow Answer

__________is a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers, resulting in a clear financial return for the organization.

Correct AnswerverifiedShow Answer

In the context of SERVQUAL, _____ is the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Correct AnswerverifiedShow Answer

__________in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.

Correct AnswerverifiedShow Answer

Six Sigma cannot be applied to service processes.

Correct AnswerverifiedShow Answer

Which of the following definitions of quality is proposed by Joseph M. Juran

Correct AnswerverifiedShow Answer

_____ concept characterizes quality performance by defects per million opportunities.

Correct AnswerverifiedD

In General Electric's Six Sigma problem-solving approach (DMAIC) , the__________phase involves determining the most likely causes of defects.

Correct AnswerverifiedShow Answer

A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group.

Correct AnswerverifiedShow Answer

Identify a true statement about kaizen.

Correct AnswerverifiedShow Answer

Which of the following is a core philosophy of Six Sigma?

Correct AnswerverifiedShow Answer

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True

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C

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D

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