OM 300 Exam 1 – Northam questions
with answers
Chapter 6 -
What is TQM? - CORRECT ANSWERS ✔✔quality emphasis that
encompasses the entire organization, from supplier to customer
Managing quality supports: - CORRECT ANSWERS
✔✔differentiation, low cost, and response strategies
How does quality improve profitability? - CORRECT ANSWERS
✔✔Quality increases sales gains and reduces costs
Quality increases sales gains through what measures? - CORRECT
ANSWERS ✔✔1. Improved response
2. Flexible Pricing
3. Improved Reputation
Quality reduces costs through what measures? - CORRECT
ANSWERS ✔✔1. Increased productivity
2. Lower rework and scrap
3. Lower warranty costs
,Improved quality leads to _____ which leads to _______ - CORRECT
ANSWERS ✔✔increased sales gains and reduced costs; Increased
profits
What are the 3 different views of quality? - CORRECT ANSWERS
✔✔1. User based
2. Product based
3. Manufacturing based
User based view of quality is: - CORRECT ANSWERS ✔✔Better
performance and more features; quality lies in the eyes of the
beholder
Product based view of quality is: - CORRECT ANSWERS ✔✔Specific
and measurable attributes of the product;
Manufacturing based view of quality is: - CORRECT ANSWERS
✔✔Conformance to standards and making it right the first time;
quality decided by manufacturer
What are the 7 TQM concepts? - CORRECT ANSWERS ✔✔1.
Continuous improvement
2. Six Sigma
3. Employee Empowerment
4. Benchmarking
5. Just-in-Time (JIT)
6. Taguchi Concepts
, 7. Knowledge of TQM Tools
What is continuous improvement and what are its
impacts/benefits? - CORRECT ANSWERS ✔✔Never ending process
of continuous improvement that utilizes a Plan-Do-Check-Act
(PDCA) foundation
put on cheat sheet:
Covers people, equipment, material, suppliers, and procedures
every operation can be improved
Kaizen, TQM, and Zero Defects are also used to describe
continuous (unending) improvement
What is six sigma and what are its impacts/benefits? - CORRECT
ANSWERS ✔✔Two meanings:
1. Statistical definition of a process that is 99.9997% capable, 3.4
defects per million opportunities
2. A program designed to reduce defects, lower costs, save time,
and improve customer satisfaction
Put on cheat sheet:
Comprehensive system for achieving and sustaining business
success
Set stretch objectives
with answers
Chapter 6 -
What is TQM? - CORRECT ANSWERS ✔✔quality emphasis that
encompasses the entire organization, from supplier to customer
Managing quality supports: - CORRECT ANSWERS
✔✔differentiation, low cost, and response strategies
How does quality improve profitability? - CORRECT ANSWERS
✔✔Quality increases sales gains and reduces costs
Quality increases sales gains through what measures? - CORRECT
ANSWERS ✔✔1. Improved response
2. Flexible Pricing
3. Improved Reputation
Quality reduces costs through what measures? - CORRECT
ANSWERS ✔✔1. Increased productivity
2. Lower rework and scrap
3. Lower warranty costs
,Improved quality leads to _____ which leads to _______ - CORRECT
ANSWERS ✔✔increased sales gains and reduced costs; Increased
profits
What are the 3 different views of quality? - CORRECT ANSWERS
✔✔1. User based
2. Product based
3. Manufacturing based
User based view of quality is: - CORRECT ANSWERS ✔✔Better
performance and more features; quality lies in the eyes of the
beholder
Product based view of quality is: - CORRECT ANSWERS ✔✔Specific
and measurable attributes of the product;
Manufacturing based view of quality is: - CORRECT ANSWERS
✔✔Conformance to standards and making it right the first time;
quality decided by manufacturer
What are the 7 TQM concepts? - CORRECT ANSWERS ✔✔1.
Continuous improvement
2. Six Sigma
3. Employee Empowerment
4. Benchmarking
5. Just-in-Time (JIT)
6. Taguchi Concepts
, 7. Knowledge of TQM Tools
What is continuous improvement and what are its
impacts/benefits? - CORRECT ANSWERS ✔✔Never ending process
of continuous improvement that utilizes a Plan-Do-Check-Act
(PDCA) foundation
put on cheat sheet:
Covers people, equipment, material, suppliers, and procedures
every operation can be improved
Kaizen, TQM, and Zero Defects are also used to describe
continuous (unending) improvement
What is six sigma and what are its impacts/benefits? - CORRECT
ANSWERS ✔✔Two meanings:
1. Statistical definition of a process that is 99.9997% capable, 3.4
defects per million opportunities
2. A program designed to reduce defects, lower costs, save time,
and improve customer satisfaction
Put on cheat sheet:
Comprehensive system for achieving and sustaining business
success
Set stretch objectives
