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CHAPTER 20: QUALITY MANAGEMENT
(Difficulty: E = easy, M = medium, H = hard)
(E) 1. Customers are now demanding:
D. All of the above
(H) 2. The balance between quality and cost is called:
D. Availability
(E) 3. Quality is defined by the:
A. Project manager
(M) 4. In which project life cycle phase does quality begin?
D. Closure
(E) 5. The plan-do-check-act cycle is attributed to:
D. Taguchi
(E) 6. Which of the following quality gurus focused on the four absolutes of quality?
A. Deming
(E) 7. Which of the following quality gurus developed an approach for determining the cost
of quality?
A. Deming
(E) 9. Design of experiments is attributed to:
A. Deming
(M) 10. A document that states the principles of quality is a quality _____.
D. All of the above
(M) 11. The collective term for the formal quality activities and processes is called:
D. Quality visions
(M) 12. The collective term for the activities and techniques within the overall process is
called:
D. Quality visions
(M) 13. Which of the following is not one of the four categories of the cost of quality?
D. External failures
(M) 14. Dr. Juran’s cost of quality model suggests that complete elimination of all defects may
not be cost-effective.
(M) 15. The cause and effect chart is used to _____.
D. Decide upon a course of action
(M) 16. A Pareto diagram is used to identify and prioritize quality problems.
(H) 17. The primary use of control charts is to:
D. All of the above
(E) 18. If the upper and lower control limits of a process are set at plus or minus three sigma,
then what percent of the units produced are expected to satisfy the customer’s
requirements?
(M) 19. The fact that random variation is always present in any process is called:
D. Control limit variability
20. Which of the following is not generally a special cause variability?
D. The application of the rule of 7
(E) 21. Acceptance sampling is a statistical process for evaluating a portion of lot for the
purpose of:
A. Measuring the weight of each sample
(H) 22. The person ultimately responsible for the quality of the deliverable is the:
D. Customer
(H) 23. The alternative to 3 sigma is:
*C. 6 sigma
D. All are possible
(M) 24. Which quality guru was heavily involved with quality control charts?
D. Taguchi
(M) 25. One of the primary reasons for the failure of quality circles is because management
refuses to listen to the quality improvement ideas of subordinates.
