OM 300 exam 1 Questions with 100% Correct
Answers
Total Quality Management (TQM) Correct Answer: A
management approach focused on long-term success
through customer satisfaction.
Quality Correct Answer: Dependent on the people
defining it; no single, universal definition exists.
Conformance to specifications Correct Answer: Does
product/service meet advertised performance and
specification targets?
Fitness for use Correct Answer: How well does it achieve
intended use?
Value for price paid Correct Answer: Evaluation of
usefulness relative to price paid.
Support services Correct Answer: Quality of support
provided after the product/service is purchased.
Psychological criteria Correct Answer: Judgmental
evaluation of what constitutes product/service quality.
,Manufacturing Quality Correct Answer: Focuses on
tangible product features that can be seen, touched,
and directly managed.
Service Quality Correct Answer: Produces intangible
products that must be experienced and cannot be
seen or touched.
Cost of Quality Correct Answer: Quality affects all
aspects of the organization and has dramatic cost
implications.
Prevention costs Correct Answer: Costs of preparing and
implementing a quality plan.
Appraisal costs Correct Answer: Costs of testing,
evaluating, and inspecting quality.
Internal failure costs Correct Answer: Costs of scrap,
rework, and material losses.
External failure costs Correct Answer: Costs of failure at
customer site, including returns, repairs, and recalls.
,Walter A. Shewhart Correct Answer: Contributed to
understanding of process variability and developed
concept of statistical control charts.
W. Edwards Deming Correct Answer: Stressed
management's responsibility for quality and developed
'14 Points' for quality improvement.
Joseph M. Juran Correct Answer: Defined quality as
'fitness for use' and developed concept of cost of
quality.
Armand V. Feigenbaum Correct Answer: Introduced
concept of total quality control.
Philip B. Crosby Correct Answer: Coined phrase 'quality is
free' and introduced concept of zero defects.
Kaoru Ishikawa Correct Answer: Developed cause-and-
effect diagrams and identified concept of 'internal
customer.'
Genichi Taguchi Correct Answer: Focused on product
design quality and developed Taguchi loss function.
, Customer focus Correct Answer: Goal is to identify and
meet customer needs.
Continuous improvement Correct Answer: A philosophy
of never-ending improvement.
Employee empowerment Correct Answer: Employees
are expected to seek out, identify, and correct quality
problems.
Use of quality tools Correct Answer: Ongoing employee
training in the use of quality tools.
Product design Correct Answer: Products need to be
designed to meet customer expectations.
Process management Correct Answer: Quality should be
built into the process; sources of quality problems should
be identified and corrected.
Managing supplier quality Correct Answer: Quality
concepts must extend to a company's suppliers.
PDSA Cycle Correct Answer: Plan-do-study-act cycle for
continuous improvement.
Answers
Total Quality Management (TQM) Correct Answer: A
management approach focused on long-term success
through customer satisfaction.
Quality Correct Answer: Dependent on the people
defining it; no single, universal definition exists.
Conformance to specifications Correct Answer: Does
product/service meet advertised performance and
specification targets?
Fitness for use Correct Answer: How well does it achieve
intended use?
Value for price paid Correct Answer: Evaluation of
usefulness relative to price paid.
Support services Correct Answer: Quality of support
provided after the product/service is purchased.
Psychological criteria Correct Answer: Judgmental
evaluation of what constitutes product/service quality.
,Manufacturing Quality Correct Answer: Focuses on
tangible product features that can be seen, touched,
and directly managed.
Service Quality Correct Answer: Produces intangible
products that must be experienced and cannot be
seen or touched.
Cost of Quality Correct Answer: Quality affects all
aspects of the organization and has dramatic cost
implications.
Prevention costs Correct Answer: Costs of preparing and
implementing a quality plan.
Appraisal costs Correct Answer: Costs of testing,
evaluating, and inspecting quality.
Internal failure costs Correct Answer: Costs of scrap,
rework, and material losses.
External failure costs Correct Answer: Costs of failure at
customer site, including returns, repairs, and recalls.
,Walter A. Shewhart Correct Answer: Contributed to
understanding of process variability and developed
concept of statistical control charts.
W. Edwards Deming Correct Answer: Stressed
management's responsibility for quality and developed
'14 Points' for quality improvement.
Joseph M. Juran Correct Answer: Defined quality as
'fitness for use' and developed concept of cost of
quality.
Armand V. Feigenbaum Correct Answer: Introduced
concept of total quality control.
Philip B. Crosby Correct Answer: Coined phrase 'quality is
free' and introduced concept of zero defects.
Kaoru Ishikawa Correct Answer: Developed cause-and-
effect diagrams and identified concept of 'internal
customer.'
Genichi Taguchi Correct Answer: Focused on product
design quality and developed Taguchi loss function.
, Customer focus Correct Answer: Goal is to identify and
meet customer needs.
Continuous improvement Correct Answer: A philosophy
of never-ending improvement.
Employee empowerment Correct Answer: Employees
are expected to seek out, identify, and correct quality
problems.
Use of quality tools Correct Answer: Ongoing employee
training in the use of quality tools.
Product design Correct Answer: Products need to be
designed to meet customer expectations.
Process management Correct Answer: Quality should be
built into the process; sources of quality problems should
be identified and corrected.
Managing supplier quality Correct Answer: Quality
concepts must extend to a company's suppliers.
PDSA Cycle Correct Answer: Plan-do-study-act cycle for
continuous improvement.
