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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)
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Team-based initiatives
Process-improvement efforts
Design-quality reviews
Mass inspection
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2. (TCO 1) Quality is most difficult to
measure and analyze under which of the following definitions? (Points :
6)
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Judgmental
User-based
Product-based
Value-based
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3. (TCO 2) Which of the following systems
do not have a role to play in assuring quality in a manufacturing firm?
(Points : 6)
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Sales
Purchasing
Tool Engineering
None (All answers have a role.)
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4. (TCO 2) _____ is a challenge facing many
service firms such as Avis, Inc.’s Worldwide Reservation Center that
handles millions of calls and books more than six million reservations in
a year. (Points : 6)
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The high volume of transactions leading to
numerous opportunities for error
Service sector decline
The inability to define and measure quality
High labor turnover
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5. (TCO 3) In which of the following
categories can companies receive a Malcolm Baldrige National Quality
Award? (Points : 6)
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Small business
Manufacturing
Service
All of the above
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6. (TCO 3) ISO 9000:2000 defines a
_____-based approach to quality management systems. (Points : 6)
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customer
statistics
process
product
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7. (TCO 4) _____ is a method the Deming
philosophy focuses on for improvements in product and service quality.
(Points : 6)
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100 percent inspection
Reducing variation
Financial analysis
Separating the planning and execution functions of management
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8. (TCO 4) The primary reason for Deming’s
position that slogans should be eliminated is which of the following?
(Points : 6)
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Most problems are a result of the system
and cannot be eliminated without redesigning the system.
Slogans take up valuable space in the production department.
Slogans are costly to maintain and periodically update.
Workers don’t always understand the slogans.
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9. (TCO 5) Measurable performance levels
that define the quality of customer contact with an organization’s
representatives are known as which of the following? (Points : 6)
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Customer contact requirements
Quality function deployments
Indexed service standards
Consumer benefits packages
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10. (TCO 5) Maintaining a clean, well-lit
waiting room in a doctor’s office is an example of which service-quality
dimension? (Points : 6)
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Competence
Courtesy
Communication
Tangibles
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11. (TCO 6) The leadership skill of _____ is
demonstrated by leaders who encourage employees to participate in
quality-improvement efforts and develop cross-functional teamwork and
customer-supplier partnerships. (Points : 6)
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visioning
intuition
empowerment
self-understanding
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12. (TCO 6) The _____ theory of leadership
suggests that the manner in which leaders deal with subordinates depends
on contingent rewards and punishments. (Points : 6)
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attributional
transactional
substitutes for leadership
emotional intelligence
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13. (TCO 7) Employee suggestion systems have
been used to identify ways to _____. (Points : 6)
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improve quality
reduce costs
improve worker safety
All of the above
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14. (TCO 7) Under Herzberg’s theory of
motivation, worker safety would represent a(n) _____ factor and
advancement would represent a(n) _____ factor. (Points : 6)
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motivational, maintenance
maintenance, motivational
attribute, innovative
innovative, attribute
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15. (TCO 8) A group of employees in an
office who are fully responsible for all aspects of processing claims at
an insurance company is an example of which of the following team types?
(Points : 6)
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Problem-solving team
Project team
Virtual team
Self-managed team
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16. (TCO 8) During the _____ stage of a
team’s life cycle, team members agree on roles, ground rules, and
acceptable behavior when doing the work of the team. (Points : 6)
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Forming
Storming
Norming
Performing
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17. (TCO 9) Which of the following is not
part of a process control system? (Points : 6)
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Comparison of actual results with the
standard
A means of measuring accomplishment
A standard or goal
A backup process
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18. (TCO 9) Process management consists of
which of the following? (Points : 6)
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Design, management, and improvement
Design, control, and improvement
Design, control, and standardization
Analysis, control, and improvement
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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)
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An internal failure cost
An appraisal cost
An external failure cost
A prevention cost
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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)
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A prevention cost
An appraisal cost
An internal failure cost
An external failure cost
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21. (TCO 11) Which of the following is NOT a
principle of statistical thinking as a philosophy of learning and action?
(Points : 6)
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All work occurs in a system of
interconnected processes.
Variation exists in all processes.
All variation can be traced to human error.
Understanding and reducing variation are keys to success.
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22. (TCO 11) Which of the following tools is
most useful for viewing the variability of a quality characteristic?
(Points : 6)
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Affinity diagram
Control chart
Checklist
Fishbone diagram
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23. (TCO 12) Everything else remaining
constant, when the sample size _____, sampling error decreases. (Points :
6)
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increases
decreases
stays constant
None of the above
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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 3 (n=3) were collected, the mean of the sample
averages is 4.7, and the mean of the sample ranges is 0.35. Determine the
upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart.
CHART (Points : 30)
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UCL = 4.86905, LCL = 4.53095
UCL = 4.90195, LCL = 4.49805
UCL = 4.72250, LCL = 4.14350
UCL = 5.05805, LCL = 4.34195
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25. (TCO 12) Determine the upper control
limit (UCL) and lower control limit (LCL) for an R-chart if twenty
samples of subgroup size 5 (n=5) were collected for a variable
measurement and the mean of the sample ranges equals 4.4. (Points : 30)
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UCL = 9.3016, LCL = 0.0000
UCL = 1.4696, LCL = 0.0000
UCL = 11.3256, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000
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26. (TCO 13) Which of the following are the
phases of the Six Sigma problem solving approach? (Points : 6)
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Define, Monitor, Analyze, Improve, Confirm
Define, Monitor, Analyze, Invest, Control
Define, Measure, Analyze, Improve, Control
Define, Measure, Analyze, Invest, Control
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27. (TCO 14) Current research suggests
leadership will have to change from: (Points : 6)
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Process to position
Focus throughout the organization to a focus at the top
Power resulting from position to power resulting from knowledge
Feeling and emotional to logical and rational
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