QuestionQuestion 1. Question : (TCO 6) The goals of leadership for

Question 1. Question : (TCO 6) The goals of leadership for quality include improving:

Student Answer: people

processes

products

all of the above

Instructor Explanation: Ch. 9, p. 127

Points Received: 5 of 5

Comments:

Question 2. Question : (TCO 6) Which of the following is an important step in executing a strategy?

Student Answer: Communicate

Build Capabilities

Identify advocates and resisters

All of the above

Instructor Explanation: Ch. 3, p. 47

Points Received: 5 of 5

Comments:

Question 3. Question : (TCO 3) The entity created under Public Law 100-107 is:

Student Answer: Deming Prize

American Society for Quality Control Award

Malcolm Baldrige National Quality Award

ISO 9000 certification program

Instructor Explanation: Lecture

Points Received: 5 of 5

Comments:

Question 4. Question : (TCO 3) All of the following are true regarding ISO 9000 series, except _____.

Student Answer: ISO-certified organizations are assured of providing superior product quality

the requirements provide a structure for a basic quality assurance system

the standards describe processes affecting quality

individual sites, not entire companies, must achieve registration individually

Instructor Explanation: Ch. 14

Points Received: 0 of 5

Comments:

Question 5. Question : (TCO 1) Conformance to specifications applies to which type of quality?

Student Answer: User-based

Product-based

Manufacturing-based

Value-based

Instructor Explanation: Week 1 Lecture

Points Received: 0 of 5

Comments:

Question 6. Question : (TCO 1) Which of the following was the top priority of U.S. manufacturing in the time period immediately following World War II?

Student Answer: Quality

Cost reduction

Continuous improvement

Just-in-time manufacturing

Instructor Explanation: Ch. 2, p. 23

Points Received: 0 of 5

Comments:

Question 7. Question : (TCO 1) Which of the following is most appropriate in describing the quality efforts used in the early 20th century?

Student Answer: Defect prevention was emphasized

Quality circles were extensively used

Use of inspection was widespread

Quality was every worker’s responsibility

Instructor Explanation: Week 1 Lecture

Points Received: 0 of 5

Comments:

Question 8. Question : (TCO 2) Which of the following is not true?

Student Answer: Output of services is generally less tangible compared to a manufactured product.

Quality is more easily measured in manufacturing than in service operations.

The timing of product manufacturing is more important than on-time service delivery.

Services are generally more labor intensive than manufacturing processes.

Instructor Explanation: Lecture

Points Received: 5 of 5

Comments:

Question 9. Question : (TCO 2) Which of the following are considered to be two critical components of quality systems in service industries?

Student Answer: Information systems and technical standards

Employees and information systems

Production equipment and employees

Employees and inspection processes

Instructor Explanation: Lecture, The Systems Perspective

Points Received: 5 of 5

Comments:

Question 10. Question : (TCO 2) A key element of total quality is:

Student Answer: obsession with quality

worker healthcare

legal services

inventory management

Instructor Explanation: Ch. 1, p. 8

Points Received: 0 of 5

Comments:

Question 11. Question : (TCO 2) Systems thinking _____.

Student Answer: has yet to be viewed as an important aspect in the managing of quality

has been determined to be an unimportant aspect in the managing of quality

is viewed as an important aspect in the managing of quality

is a controversial topic among quality-management professionals

Instructor Explanation: Lecture, The Systems Perspective

Points Received: 5 of 5

Comments:

Question 12. Question : (TCO 3) The Malcolm Baldrige National Quality Award serves several purposes, except _____.

Student Answer: to help improve organizational performance practices

to facilitate communication and sharing of best practices

for guiding organizational planning and opportunities for learning

to encourage the use of quantitative analysis to improve quality

Instructor Explanation: Lecture, Malcolm Baldrige Award

Points Received: 5 of 5

Comments:

Question 13. Question : (TCO 5) Crosby’s “quality vaccine” consists of _____.

Student Answer: Reliability, Education, and Implementation

Determination, Education and Implementation

Determination, Competence, and Implementation

None of the above

Instructor Explanation: Ch. 1, p. 14

Points Received: 5 of 5

Comments:

Question 14. Question : (TCO 5) Which of the following is not true about the American Customer Satisfaction Index?

Student Answer: It is too ambiguous to be measured

It can be improved by knowing a customer’s operations

It can be improved by determining what attributes of a product or service are important to your customer

Resources must be applied where they will do the most to improve it

Instructor Explanation: Ch. 7, pp. 100-104

Points Received: 0 of 5

Comments:

Question 15. Question : (TCO 7) Which of the following is not considered a hard measure of the effectiveness of human-resource management?

Student Answer: Fear

Loss of control

Both of the above

None of the above

Instructor Explanation: Ch. 6, p. 88

Points Received: 0 of 5

Comments:

Question 16. Question : (TCO 4) Which of the following is true regarding inspection under the Deming philosophy?

Student Answer: Inspection encourages quality production.

Inspection can be used to assure quality.

should not be dependent upon to improve quality

Inspection adds value to the product.

Instructor Explanation: Ch. 1, p. 12

Points Received: 5 of 5

Comments:

Question 17. Question : (TCO 4) Which of the following is a reason for Deming’s position that slogans should be eliminated?

Student Answer: Often seen as putting down the workforce

Slogans benefit customers more than workers.

Not all workers can read the slogans.

Slogans are costly to maintain and to periodically update.

Instructor Explanation: EP 1

Points Received: 5 of 5

Comments:

Question 18. Question : (TCO 8) A distinguishing feature of quality circles is that

Student Answer: Quality circles are subcommittees of problem-solving teams.

Quality circles work on pre-chosen problems.

Quality circles do not meet regularly.

are voluntary

Instructor Explanation: Ch. 10, p. 149

Points Received: 5 of 5

Comments:

1. Question : (TCO 4) Explain the term “cost of poor quality”.

Question 2. Question : (TCO 1) Explain the difference between quality manag

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