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Chapter 08 - Managing Quality
8-1
1. Mean time between failure:
Difficulty: Moderate
2. SERVQUAL measures which dimension of service quality
Difficulty: Moderate
3. The number of defects in a product measures:
Difficulty: Hard
Chapter 08 - Managing Quality
8-2
4. Quality of design:
Difficulty: Hard
5. A product's conformance to specifications:
Difficulty: Moderate
6. The quality cycle:
Difficulty: Easy
Chapter 08 - Managing Quality
8-3
7. A production center is available for 8 hours per day in a factory. It is comprised of several
rotary parts, and the worker operating it is required to lubricate these rotary parts once each
day. It takes 2 hours to remove these parts from the equipment, lubricate them, and re-
assemble them. The production center is not available for production during these times. The
availability of the production center is:
Difficulty: Hard
8. Which of the following is NOT part of Deming's 14 points?
Difficulty: Moderate
9. Which of the following is NOT part of the quality trilogy that Juran advocates?
Difficulty: Moderate
Chapter 08 - Managing Quality
8-4
10. The Baldrige Award criteria emphasize all of the following EXCEPT:
Difficulty: Easy
11. Which of the following is NOT true about the cost of quality?
Difficulty: Hard
12. ________ is a combination of reliability and maintainability.
Difficulty: Moderate
13. The six-step quality cycle approach includes all of the following EXCEPT:
Difficulty: Easy
Chapter 08 - Managing Quality
8-5
14. Poka-yoke is:
Difficulty: Moderate
15. Which of the following is incorrect about the philosophies advocated by Joseph Juran?
Difficulty: Hard
16. Which of the quality gurus advocated organizations driving out employee fear?
Difficulty: Easy
Chapter 08 - Managing Quality
8-6
17. Which of the following is the most important criterion (highest number of points) of the
Malcolm Baldrige National Quality Award?
Difficulty: Moderate
18. Costs of inspectors, testing, testing equipment, and labs are examples of:
Difficulty: Moderate
19. The reasons for failure of quality improvement efforts include:
Difficulty: Moderate
Chapter 08 - Managing Quality
20. If an organization were having difficulty trying to get customers' opinions into the
definition of quality, which of the following approaches would be most suitable?
Difficulty: Moderate
21. The Baldrige Award is given in which of the following categories?
Difficulty: Easy
22. It is important to determine the quality of design even before producing the product.
Difficulty: Easy
23. SERVQUAL is widely used in practice to measure manufacturing operations such as
production and assembling processes.
Chapter 08 - Managing Quality
8-8
24. ISO 9000 standards guarantee that a product or service has no defects
Difficulty: Easy
25. The Baldrige Award is only given in the U.S.
Difficulty: Moderate
26. The total cost of quality in an organization is the sum of control costs and failure costs.
Difficulty: Easy
27. The Japanese term for mistake-proofing is "poka-yoke."
Difficulty: Easy
28. Availability refers to the length of time a product can be used before it fails.
Difficulty: Moderate
29. Scrap and rework are examples of internal failure costs.
Difficulty: Moderate
Chapter 08 - Managing Quality
8-9
30. If a company uses three parts in a product, each with a yield of 50%, the overall rolled-
yield will equal 50%.
Difficulty: Moderate
31. The definition of quality management has evolved from "quality by inspection" toward
"delivering competitive advantage to the firm." Briefly discuss the various definitions of
quality management described in this chapter.
Difficulty: Moderate
Chapter 08 - Managing Quality
8-10
32. Describe the concept of rolled yield and how it is related to managing quality in a supply
chain.
Difficulty: Moderate
33. Describe the relationship between control costs, failure costs, and overall levels of quality.
Difficulty: Moderate
