ISDS 3115 EXAM 2 QUESTIONS WITH VERIFIED
ANSWERS
Managing quality helps build successful strategies of:
A. differentiation, time and response.
B. differentiation, time and service.
C. differentiation, low cost and response.
D. differentiation, low cost and service. - Answers - C
A successful quality strategy begins with:
A. an organizational culture that fosters quality.
B. engaging employees in the necessary activities to implement quality.
C. satisfying customers and obtaining a competitive advantage.
D. an understanding of the principles of quality. - Answers - A
Which of the following DOES NOT increase profit by improving quality?
A. improved reputation
B. higher warranty costs
C. flexible pricing
D. increased productivity - Answers - B
Which of the following could reduce costs and increase profit?
A. improved reputation
B. increased productivity
C. flexible pricing
D. improved response - Answers - B
The American Society for Quality defines quality as:
A. even though it cannot be defined, you know what it is.
B. how well a product fits patterns of consumer preferences.
C. the degree of excellence at an acceptable price and the control of variability at an
acceptable cost.
D. the totality of features and characteristics of a product or service that bears on its
ability to satisfy stated or implied needs. - Answers - D
Which of the following is an award for quality achievement in Japan?
A. Malcolm Baldrige National Quality Award
B. Deming Prize
C. ISO 9000
D. Tokyo Medal for Excellence in Quality - Answers - B
,Which of the following costs is NOT a cost of quality?
A. research and development
B. rework
C. lost goodwill
D. scrap - Answers - A
Which of the following is NOT an external failure cost?
A. scrap
B. returned goods
C. costs to society
D. lost goodwill - Answers - A
Which of the following is the Japanese term used to describe continuous improvement
efforts?
A. poka-yoke
B. kaizen
C. six sigma
D. kanban - Answers - B
Taguchi's quality loss function is based on a
A. linear equation.
B. quadratic equation.
C. binomial distribution.
D. negative exponential distribution. - Answers - B
Which of the following is NOT one of the techniques for building employee
empowerment?
A. Eliminate formal organization structures such as teams and quality circles.
B. Build communication networks that include employees.
C. Develop open, supportive supervisors.
D. Build high-morale organizations. - Answers - A
To develop a standard or benchmark, firms need to start with:
A. determining what to benchmark.
B. collecting benchmarking information.
C. forming a benchmark team.
D. identifying benchmarking partners. - Answers - A
A device or technique that ensures production of a good unit every time is a:
A. poka-yoke.
B. control chart.
C. fail-safe.
D. zero defect - Answers - A
Attribute inspection measures:
A. whether or not the product attributes conform to the inspector's personal tastes.
, B. if cause and effect are present.
C. such dimensions as weight, speed, size, or strength to see if an item falls within an
acceptable range.
D. if the product is good or bad. - Answers - D
Inspections should NOT take place:
A. during the step-by-step production process.
B. after costly or irreversible processes.
C. at your supplier's plant while the supplier is producing.
D. at your facility upon receipt of goods from your supplier. - Answers - B
One hundred percent inspection:
A. is practical and an excellent fit for world-class manufacturers.
B. catches all of the defective parts.
C. means that every part is checked to see whether or not it is defective.
D. means that only good parts will be shipped to a customer. - Answers - C
Which of the following determinants of service quality means the firm performs the
service right the first time and that the firm honors its promises?
A. reliability
B. competence
C. responsiveness
D. credibility - Answers - A
Which of the following determinants of service quality means approachability and ease
of contact?
A. tangibles
B. courtesy
C. security
D. access - Answers - D
Which of the following statements is NOT true regarding the importance of the role that
an operations manager plays in addressing service quality?
A. The operations manager should realize that the customer' expectations are the
standard against which the service is judged.
B. Managers must expect exceptions.
C. The manager may be able to influence the quality of the service but has little control
over the customers' expectation.
D. The tangible component of many services is important. - Answers - C
What is training and empowering frontline employees to solve a problem immediately?
A. courtesy
B. employee empowerment
C. service recovery
D. quality circle - Answers - C
ANSWERS
Managing quality helps build successful strategies of:
A. differentiation, time and response.
B. differentiation, time and service.
C. differentiation, low cost and response.
D. differentiation, low cost and service. - Answers - C
A successful quality strategy begins with:
A. an organizational culture that fosters quality.
B. engaging employees in the necessary activities to implement quality.
C. satisfying customers and obtaining a competitive advantage.
D. an understanding of the principles of quality. - Answers - A
Which of the following DOES NOT increase profit by improving quality?
A. improved reputation
B. higher warranty costs
C. flexible pricing
D. increased productivity - Answers - B
Which of the following could reduce costs and increase profit?
A. improved reputation
B. increased productivity
C. flexible pricing
D. improved response - Answers - B
The American Society for Quality defines quality as:
A. even though it cannot be defined, you know what it is.
B. how well a product fits patterns of consumer preferences.
C. the degree of excellence at an acceptable price and the control of variability at an
acceptable cost.
D. the totality of features and characteristics of a product or service that bears on its
ability to satisfy stated or implied needs. - Answers - D
Which of the following is an award for quality achievement in Japan?
A. Malcolm Baldrige National Quality Award
B. Deming Prize
C. ISO 9000
D. Tokyo Medal for Excellence in Quality - Answers - B
,Which of the following costs is NOT a cost of quality?
A. research and development
B. rework
C. lost goodwill
D. scrap - Answers - A
Which of the following is NOT an external failure cost?
A. scrap
B. returned goods
C. costs to society
D. lost goodwill - Answers - A
Which of the following is the Japanese term used to describe continuous improvement
efforts?
A. poka-yoke
B. kaizen
C. six sigma
D. kanban - Answers - B
Taguchi's quality loss function is based on a
A. linear equation.
B. quadratic equation.
C. binomial distribution.
D. negative exponential distribution. - Answers - B
Which of the following is NOT one of the techniques for building employee
empowerment?
A. Eliminate formal organization structures such as teams and quality circles.
B. Build communication networks that include employees.
C. Develop open, supportive supervisors.
D. Build high-morale organizations. - Answers - A
To develop a standard or benchmark, firms need to start with:
A. determining what to benchmark.
B. collecting benchmarking information.
C. forming a benchmark team.
D. identifying benchmarking partners. - Answers - A
A device or technique that ensures production of a good unit every time is a:
A. poka-yoke.
B. control chart.
C. fail-safe.
D. zero defect - Answers - A
Attribute inspection measures:
A. whether or not the product attributes conform to the inspector's personal tastes.
, B. if cause and effect are present.
C. such dimensions as weight, speed, size, or strength to see if an item falls within an
acceptable range.
D. if the product is good or bad. - Answers - D
Inspections should NOT take place:
A. during the step-by-step production process.
B. after costly or irreversible processes.
C. at your supplier's plant while the supplier is producing.
D. at your facility upon receipt of goods from your supplier. - Answers - B
One hundred percent inspection:
A. is practical and an excellent fit for world-class manufacturers.
B. catches all of the defective parts.
C. means that every part is checked to see whether or not it is defective.
D. means that only good parts will be shipped to a customer. - Answers - C
Which of the following determinants of service quality means the firm performs the
service right the first time and that the firm honors its promises?
A. reliability
B. competence
C. responsiveness
D. credibility - Answers - A
Which of the following determinants of service quality means approachability and ease
of contact?
A. tangibles
B. courtesy
C. security
D. access - Answers - D
Which of the following statements is NOT true regarding the importance of the role that
an operations manager plays in addressing service quality?
A. The operations manager should realize that the customer' expectations are the
standard against which the service is judged.
B. Managers must expect exceptions.
C. The manager may be able to influence the quality of the service but has little control
over the customers' expectation.
D. The tangible component of many services is important. - Answers - C
What is training and empowering frontline employees to solve a problem immediately?
A. courtesy
B. employee empowerment
C. service recovery
D. quality circle - Answers - C
