Question 1

The management of Breedlove Communications,a wireless headphone manufacturing company,wants all employees in the organization to contribute to the quality of the firm by setting a long-term goal to make small,gradual,and frequent improvements without a large financial investment.Given this information,Breedlove Communications embraces an approach known as _____.

Accepted Answer

A)   the Gap model
B)   kaizen
C)   Six Sigma
D)   the 5-Why TechniqueE) A) and B)
F) B) and D)

Question 2

Huran Co.,a food manufacturer,encountered a blown fuse during manufacturing.Although they were able to fix it and resume operations,they used the 5-Why Technique to determine the _____ of the problem.

Accepted Answer

A)   poka-yoke
B)   root cause
C)   long-term effect
D)   symptomE) B) and D)
F) B) and C)

Question 3

Service quality is consistently meeting or exceeding customer expectations (external focus)and service-delivery system performance criteria (internal focus)during all service encounters.

Accepted Answer

A) True 
 B)False  True

Question 4

The board of directors at Blaine Glassworks want their company's products to be of higher quality than the products of other companies in the market,and think that they are hitting this target.However,a recent survey found that customers rate the company's products as below average due to the inferior process design specifications in the company.This is an example of _____ in the GAP model.

Accepted Answer

A)   Gap 2
B)   Gap 3
C)   Gap 4
D)   Gap 5E) B) and C)
F) All of the above A

Question 5

Marin is the manufacturing coordinator of a food and beverage company.Recently,some of the products were rejected by the quality control department because they failed to meet the quality standards.Upon inspection,a number of defects were found at multiple stages of production.Marin wants to identify the defects that have the most impact on the whole production process.In this case,which of the following quality control (QC) tools should she use?

Accepted Answer

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

Question 6

Identify a true statement about the GAP model.

Accepted Answer

A)   It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized.
B)   Minimizing gaps 4 and 5 will result in low customer satisfaction.
C)   Failure to understand and minimize gaps presents the risk of losing customer loyalty.
D)   It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.E) A) and B)
F) None of the above C

Question 7

Luca,the operations manager a company that produces ground coffee beans,wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated.In this case,a _____ will suit Luca's requirement.

Accepted Answer

A)   run chart
B)   flow chart
C)   checksheet
D)   histogramE) A) and D)
F) A) and C)

Question 8

The principles of customer focus,leadership,engagement,process approach,improvement,evidence-based decision making,and relationship management support the _____.

Accepted Answer

A)   Gap model
B)   Deming philosophy
C)   Crosby's Absolutes of Quality Management
D)   ISOE) A) and D)
F) B) and C)

Question 9

Identify a true statement about kaizen.

Accepted Answer

A)   It is based on the concept of continuous improvement.
B)   It focuses on short-term impact.
C)   It is performed on a part-time basis.
D)   It involves a huge financial investment.E) A) and B)
F) A) and C)

Question 10

The _____ concept characterizes quality performance by defects per million opportunities.

Accepted Answer

A)   Deming cycle
B)   ISO 9000
C)   Gap model
D)   Six SigmaE) A) and D)
F) None of the above

Question 11

Which of the following statements is true of SERVQUAL?

Accepted Answer

A)   Quality is simply ensuring that goods and services consistently conform to specifications.
B)   It is designed to apply to all service industries.
C)   It uses 15 dimensions of service quality performance.
D)   Empathy is the ability to provide what was promised,dependably and accurately.E) A) and D)
F) C) and D)

Question 12

Checksheets are special types of data-collection forms in which the results need additional processing in order to be interpreted.

Accepted Answer

A) True 
 B)False

Question 13

The International Organization for Standardization (ISO)is a specialized agency for standardization.The term,ISO,is a scientific term that means equal.

Accepted Answer

A) True 
 B)False

Question 14

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) All of the above
F) B) and C)

Question 15

Gap 3 in the GAP model is the discrepancy between:

Accepted Answer

A)   the customer's expectations and perceptions.
B)   management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
C)   quality specifications documented in operating and training manuals and plans and their implementation.
D)   customer expectations and management perceptions of those expectations.E) All of the above
F) A) and D)

Question 16

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) C) and D)
F) A) and C)

Question 17

Josephine's T-Shirts faced a lot of complaints from customers when its recent batch of long-sleeved shirts was dispatched.The employees at Josephine's T-Shirts,hence,had to rework on the returned items,and in some cases,the company had to even replace the faulty goods.In this case,the costs incurred by Josephine's T-Shirts are an example of _____ costs.

Accepted Answer

A)   prevention
B)   appraisal
C)   internal failure
D)   external failureE) C) and D)
F) A) and D)

Question 18

Which of the following statements is true of the Deming cycle?

Accepted Answer

A)   It institutes a top-down management style,in which the leadership comes from the executives,and all other levels of employees must follow their commands.
B)   It refers to the repetition required in order to create a perfect process that leads to zero defective products and 100% customer satisfaction.
C)   It involves a series of trials,after which the best process is selected.
D)   It guides teams to develop an improvement plan,try it out,examine the results,and institute changes,then repeat the cycle.E) A) and B)
F) A) and C)

Question 19

_____ 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 B)
F) B) and D)

Question 20

_____ costs are costs expended to keep nonconforming goods and services from being made and reaching the customer.

Accepted Answer

A)   Prevention
B)   Appraisal
C)   Internal failure
D)   External failureE) B) and D)
F) None of the above

Exam 16: Quality Management

Correct Answer
verified

Huran Co.,a food manufacturer,encountered a blown fuse during manufacturing.Although they were able to fix it and resume operations,they used the 5-Why Technique to determine the _____ of the problem.

Correct Answer
verified

Service quality is consistently meeting or exceeding customer expectations (external focus)and service-delivery system performance criteria (internal focus)during all service encounters.

Correct Answer
verified
True

Correct Answer
verified
A

Correct Answer
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Identify a true statement about the GAP model.

Correct Answer
verified
C

Luca,the operations manager a company that produces ground coffee beans,wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated.In this case,a _____ will suit Luca's requirement.

Correct Answer
verified

The principles of customer focus,leadership,engagement,process approach,improvement,evidence-based decision making,and relationship management support the _____.

Correct Answer
verified

Identify a true statement about kaizen.

Correct Answer
verified

The _____ concept characterizes quality performance by defects per million opportunities.

Correct Answer
verified

Which of the following statements is true of SERVQUAL?

Correct Answer
verified

Checksheets are special types of data-collection forms in which the results need additional processing in order to be interpreted.

Correct Answer
verified

The International Organization for Standardization (ISO)is a specialized agency for standardization.The term,ISO,is a scientific term that means equal.

Correct Answer
verified

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

Correct Answer
verified

Gap 3 in the GAP model is the discrepancy between:

Correct Answer
verified

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

Correct Answer
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Which of the following statements is true of the Deming cycle?

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
verified

_____ costs are costs expended to keep nonconforming goods and services from being made and reaching the customer.

Correct Answer
verified

Exam 16: Quality Management

Correct AnswerverifiedShow Answer

Huran Co.,a food manufacturer,encountered a blown fuse during manufacturing.Although they were able to fix it and resume operations,they used the 5-Why Technique to determine the _____ of the problem.

Correct AnswerverifiedShow Answer

Service quality is consistently meeting or exceeding customer expectations (external focus)and service-delivery system performance criteria (internal focus)during all service encounters.

Correct AnswerverifiedTrue

Correct AnswerverifiedA

Correct AnswerverifiedShow Answer

Identify a true statement about the GAP model.

Correct AnswerverifiedC

Luca,the operations manager a company that produces ground coffee beans,wants to know the sequence of the production process in the company to determine if any process can be combined or eliminated.In this case,a _____ will suit Luca's requirement.

Correct AnswerverifiedShow Answer

The principles of customer focus,leadership,engagement,process approach,improvement,evidence-based decision making,and relationship management support the _____.

Correct AnswerverifiedShow Answer

Identify a true statement about kaizen.

Correct AnswerverifiedShow Answer

The _____ concept characterizes quality performance by defects per million opportunities.

Correct AnswerverifiedShow Answer

Which of the following statements is true of SERVQUAL?

Correct AnswerverifiedShow Answer

Checksheets are special types of data-collection forms in which the results need additional processing in order to be interpreted.

Correct AnswerverifiedShow Answer

The International Organization for Standardization (ISO)is a specialized agency for standardization.The term,ISO,is a scientific term that means equal.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Gap 3 in the GAP model is the discrepancy between:

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

Correct AnswerverifiedShow Answer

Which of the following statements is true of the Deming cycle?

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

_____ costs are costs expended to keep nonconforming goods and services from being made and reaching the customer.

Correct AnswerverifiedShow Answer

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True

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A

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C

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