OPERATIONS MANAGEMENT AN
INTEGRATED APPROACH SEVENTH
EDITION EXAM SCRIPT FULL SOLUTION
TESTED QUESTIONS
⫸ Which total quality management (TQM) process was developed to
stress management's responsibility for quality? Answer: 14 points for
quality improvement
⫸ Which total quality management (TQM) process consists of 13
published standards and guidelines? Answer: ISO 9000
⫸ A company manufactures shoes using a quality management system.
The company needs to put a process in place to measure any defects.
The company would like to measure the number of defects and observe
the number of occurrences to isolate the particular defect.
Which quality tool should the company use to focus on correcting this
particular issue? Answer: checklist
⫸ Which quality control tool should be used to monitor the current
status or end result of a process? Answer: Flowchart
⫸ Which group of keywords or phrases describes the crucial role that
marketing plays in the total quality management (TQM) process?
Answer: Review and recommend product changes, satisfy customers
needs, open communication
, ⫸ What is the common theme in total quality management (TQM)
across all functions in an organization? Answer: To satisfy customer
needs
⫸ Which concept of variation measures the central tendency of a set of
data? Answer: mean
⫸ What do assignable causes of variation indicate? Answer: Equipment
was found out of control
⫸ Which continuous improvement method does Cpk measure? Answer:
How close one is to a target and how consistent one is with the average
performance
⫸ What are two important aspects of Six Sigma? Answer: people
involvement
technical tools
⫸ Which strategy is used by some emergency rooms to overcome
customer frustrations about long waiting times? Answer: Screen patients
and fast-track those with minor ailments
⫸ Which two factors affect a service location decision? Answer:
Proximity to customers
Quality of life issues
INTEGRATED APPROACH SEVENTH
EDITION EXAM SCRIPT FULL SOLUTION
TESTED QUESTIONS
⫸ Which total quality management (TQM) process was developed to
stress management's responsibility for quality? Answer: 14 points for
quality improvement
⫸ Which total quality management (TQM) process consists of 13
published standards and guidelines? Answer: ISO 9000
⫸ A company manufactures shoes using a quality management system.
The company needs to put a process in place to measure any defects.
The company would like to measure the number of defects and observe
the number of occurrences to isolate the particular defect.
Which quality tool should the company use to focus on correcting this
particular issue? Answer: checklist
⫸ Which quality control tool should be used to monitor the current
status or end result of a process? Answer: Flowchart
⫸ Which group of keywords or phrases describes the crucial role that
marketing plays in the total quality management (TQM) process?
Answer: Review and recommend product changes, satisfy customers
needs, open communication
, ⫸ What is the common theme in total quality management (TQM)
across all functions in an organization? Answer: To satisfy customer
needs
⫸ Which concept of variation measures the central tendency of a set of
data? Answer: mean
⫸ What do assignable causes of variation indicate? Answer: Equipment
was found out of control
⫸ Which continuous improvement method does Cpk measure? Answer:
How close one is to a target and how consistent one is with the average
performance
⫸ What are two important aspects of Six Sigma? Answer: people
involvement
technical tools
⫸ Which strategy is used by some emergency rooms to overcome
customer frustrations about long waiting times? Answer: Screen patients
and fast-track those with minor ailments
⫸ Which two factors affect a service location decision? Answer:
Proximity to customers
Quality of life issues
