Question 1

What term is used to describe producing a product or providing a service to its design specification?

Accepted Answer

A)   Designed quality achievement
B)   Conformance to specification
C)   Output quality
D)   Specified qualityE) B) and D)
F) All of the above

Question 2

Statistical Process Control (SPC)  is concerned with:

Accepted Answer

A)   Assessing the ability of customers to cope with new service layouts
B)   Sampling the process during production
C)   Assessing the quality of outgoing batches
D)   Assessing the acceptability of incoming materialsE) C) and D)
F) B) and D)

Question 3

If the natural variation of the process is greater than the specification range, which of the following is true?

Accepted Answer

A)   The process can be termed 'capable'.
B)   The process can be termed 'not capable'.
C)   The process can be termed 'controlled'.
D)   The process can be termed 'deviant'.E) B) and C)
F) All of the above

Question 4

The range (R) chart picks up changes in the average output from the process.

Accepted Answer

A) True 
 B)False

Question 5

Total quality management (TQM)  programmes are less likely to remain effective if:

Accepted Answer

A)   TQM does not become a separate 'bolt-on' set of activities
B)   Slogans and exhortations about TQM's effectiveness are avoided
C)   TQM becomes a substitute for normal managerial leadership
D)   Quality improvement relates to the operation's performance objectives
E)   The term 'quality' is not defined too narrowlyF) A) and B)
G) A) and C)

Question 6

A criticism of the 'traditional' TQM approach is that it assumes that costs are known and
measurable.

Accepted Answer

A) True 
 B)False

Question 7

TQM approach asserts that there is an optimum amount of quality effort to be applied in any
situation, which minimises the total costs of quality.

Accepted Answer

A) True 
 B)False

Question 8

Statistical Process Control (SPC)  gives guidelines on whether or not intervention should occur. In
The following scenario determine whether the occurrences should be seen as a sign to intervene:Alternating points either side of the mean.

Accepted Answer

A)   Intervene 
B)   Do not interveneC) A) and B)
D) undefined

Question 9

The TQM model looks to reduce all known and unknown failure costs.

Accepted Answer

A) True 
 B)False

Question 10

For an aircraft journey, keeping to published flight times is a ________ characteristic.

Accepted Answer

A)   Recovery
B)   Functionality
C)   Durability
D)   ReliabilityE) A) and B)
F) None of the above

Question 11

The specific concerns of total quality management (TQM)  do NOT include:

Accepted Answer

A)   Cutting back on output to give preference to quality
B)   Developing systems and procedures that support quality and improvement.
C)   Developing a continuous process of improvement
D)   Getting things 'right the first time'
E)   Examining all costs relating to qualityF) B) and D)
G) A) and B)

Question 12

The Operations view of quality is 'quality is consistent conformance to customers' expectations'. By this it is meant that:

Accepted Answer

A)   The product will be seen as synonymous with innate excellence
B)   There are clear specifications consistently met that provide customers with what they would realistically believe they should receive
C)   Anything the customer wants and desires should be provided by the organisation
D)   The product must be right every time, irrespective of cost to the operationE) C) and D)
F) B) and D)

Question 13

Errors that occur when nothing is done, but when something should have been done, are referred to as:

Accepted Answer

A)   Positive Distortion Errors
B)   Negative Distortion Errors
C)   Type I Errors
D)   Type II ErrorsE) C) and D)
F) A) and B)

Question 14

The product-based approach is concerned with making products or providing services that are
free of error and that conform precisely to their design specification.

Accepted Answer

A) True 
 B)False

Question 15

The TQM Model looks for 'optimum' levels of quality effort.

Accepted Answer

A) True 
 B)False

Question 16

Staff attitude, delivery vehicle appearance and service reliability are all delivery service
characteristics for an online grocery shopping service.

Accepted Answer

A) True 
 B)False

Question 17

Reliability means the total useful life of the product or service, assuming occasional repair or
modification.

Accepted Answer

A) True 
 B)False

Question 18

The process of disaggregating quality characteristics into their measurable components can result
in characteristics losing some of their meaning.

Accepted Answer

A) True 
 B)False

Question 19

The value-based approach takes the manufacturing definition a stage further and defines quality
in terms of cost and price.

Accepted Answer

A) True 
 B)False

Question 20

Which function is mainly responsible for ensuring that promises made to customers concerning the product or service can be delivered by the operation in reality?

Accepted Answer

A)   Human Resources
B)   Operations
C)   Finance
D)   MarketingE) A) and C)
F) A) and B)

Exam 17: Project Management

The process of disaggregating quality characteristics into their measurable components can result in characteristics losing some of their meaning.

Correct AnswerverifiedShow Answer

The specific concerns of total quality management (TQM) do NOT include:

Correct AnswerverifiedShow Answer

What term is used to describe producing a product or providing a service to its design specification?

Correct AnswerverifiedShow Answer

TQM approach asserts that there is an optimum amount of quality effort to be applied in any situation, which minimises the total costs of quality.

Correct AnswerverifiedShow Answer

Statistical Process Control (SPC) is concerned with:

Correct AnswerverifiedShow Answer

Staff attitude, delivery vehicle appearance and service reliability are all delivery service characteristics for an online grocery shopping service.

Correct AnswerverifiedShow Answer

For an aircraft journey, keeping to published flight times is a ________ characteristic.

Correct AnswerverifiedShow Answer

Which function is mainly responsible for ensuring that promises made to customers concerning the product or service can be delivered by the operation in reality?

Correct AnswerverifiedShow Answer

Statistical Process Control (SPC) gives guidelines on whether or not intervention should occur. In The following scenario determine whether the occurrences should be seen as a sign to intervene:Alternating points either side of the mean.

Correct AnswerverifiedShow Answer

Total quality management (TQM) programmes are less likely to remain effective if:

Correct AnswerverifiedShow Answer

The Operations view of quality is 'quality is consistent conformance to customers' expectations'. By this it is meant that:

Correct AnswerverifiedShow Answer

The range (R) chart picks up changes in the average output from the process.

Correct AnswerverifiedShow Answer

Errors that occur when nothing is done, but when something should have been done, are referred to as:

Correct AnswerverifiedShow Answer

If the natural variation of the process is greater than the specification range, which of the following is true?

Correct AnswerverifiedShow Answer

The value-based approach takes the manufacturing definition a stage further and defines quality in terms of cost and price.

Correct AnswerverifiedShow Answer

Reliability means the total useful life of the product or service, assuming occasional repair or modification.

Correct AnswerverifiedShow Answer

The product-based approach is concerned with making products or providing services that are free of error and that conform precisely to their design specification.

Correct AnswerverifiedShow Answer

The TQM model looks to reduce all known and unknown failure costs.

Correct AnswerverifiedShow Answer

A criticism of the 'traditional' TQM approach is that it assumes that costs are known and measurable.

Correct AnswerverifiedShow Answer

The TQM Model looks for 'optimum' levels of quality effort.

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified