Quality Management
Mock Exam
Course Introduction
Quality Management is a course that explores the principles, practices, and tools used to ensure and improve the quality of products, services, and processes within organizations. The course covers fundamental concepts such as Total Quality Management (TQM), Six Sigma, ISO standards, continuous improvement, and quality assurance versus quality control. Students will learn how to implement quality management systems, analyze process performance, and apply data-driven decision-making techniques. Through case studies and practical applications, the course emphasizes the importance of leadership, customer satisfaction, and teamwork in building a culture of quality across various industries.
Recommended Textbook
Principles of Operations Management Sustainability and Supply Chain Management 10th Edition
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Chapter 1: Operations and Productivity
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Sample Questions
Q1) Productivity is the total value of all inputs to the transformation process divided by the total value of the outputs produced.
A)True
B)False
Answer: False
Q2) All organizations, including service firms such as banks and hospitals, have a production function.
A)True
B)False
Answer: True
Q3) A business's stakeholders, whose conflicting perspectives cause ethical and social dilemmas, include
A) lenders
B) suppliers
C) owners
D) employees
E) all of the above
Answer: E
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Chapter 2: Operations Strategy in a Global Environment
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Sample Questions
Q1) An organization that has worked to achieve global uniformity in cultural and ethical issues such as bribery, child labor, and environmental regulations is __________.
Answer: the World Trade Organization
Q2) Experience differentiation is an extension of product differentiation, accomplished by using people's five senses to create an experience rather than simply providing a service.
A)True
B)False
Answer: True
Q3) Which of the international operations strategies involves high cost reductions and high local responsiveness?
A) international strategy
B) global strategy
C) transnational strategy
D) multidomestic strategy
E) none of the above
Answer: C
Q4) The __________ strategy utilizes a standardized product across countries. Answer: global
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Chapter 3: Project Management
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Sample Questions
Q1) A project whose critical path has an estimated time of 820 days with a variance of 225 has a 20% chance that the project will be completed before day (rounded to nearest day).
A) 631
B) 689
C) 807
D) 833
E) 1009
Answer: C
Q2) Which of the following statements regarding CPM networks is true?
A) There can be multiple critical paths on the same project, all with different durations.
B) The early finish of an activity is the latest early start of all preceding activities.
C) The late start of an activity is its late finish plus its duration.
D) If a specific project has multiple critical paths, all of them will have the same duration.
E) All of the above are False.
Answer: D
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Chapter 4: Forecasting
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Sample Questions
Q1) If Brandon Edward were working to develop a forecast using a moving averages approach, but he noticed a detectable trend in the historical data, he should
A) use weights to place more emphasis on recent data
B) use weights to minimize the importance of the trend
C) change to a naïve approach
D) use a simple moving average
E) change to a qualitative approach
Q2) What are the differences between quantitative and qualitative forecasting methods?
Q3) Given an actual demand of 61, a previous forecast of 58, and an alpha of .3, what would the forecast for the next period be using simple exponential smoothing?
A) 45.5
B) 57.1
C) 58.9
D) 61.0
E) 65.5
Q4) The __________ measures the strength of the relationship between two variables.
Q5) What is a tracking signal?
Explain the connection between adaptive smoothing and tracking signals.
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Chapter 5: Design of Goods and Services
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Sample Questions
Q1) Which of the following does <b>not </b>result from the effective use of group technology?
A) reduced tooling setup time
B) better electronic communication between team members
C) reduced raw materials and purchases
D) simplified production planning and control
E) improved layout, routing, and machine loading
Q2) __________ is used to rank a company's products to determine which products represent the best use of the firm's resources, or, perhaps, to determine which products are to be eliminated.
A) Value analysis
B) Value engineering
C) Financial analysis
D) Product-by-value analysis
E) Product cost justification
Q3) Computer-aided design (CAD) refers to the use of specialized computer programs to direct and control manufacturing equipment.
A)True
B)False
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Page 7
Chapter 6: Managing Quality
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Sample Questions
Q1) An improvement in quality must necessarily increase costs.
A)True
B)False
Q2) The definition of quality adopted by The American Society for Quality is a customer-oriented definition.
A)True
B)False
Q3) Which of the four major categories of quality costs is particularly hard to quantify?
A) prevention costs
B) appraisal costs
C) internal failure costs
D) external failure costs
E) None is hard to quantify.
Q4) "Kaizen" is a Japanese term meaning
A) a foolproof mechanism
B) just-in-time (JIT)
C) a fishbone diagram
D) setting standards
E) continuous improvement
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Chapter 7: Statistical Process Control
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Sample Questions
Q1) If the process average is in control, then the process range must also be in control.
A)True
B)False
Q2) An acceptance sampling plan is to be designed to meet the organization's targets for product quality and risk levels. Which of the following is true?
A) n and c determine the AQL.
B) AQL, LTPD, and collectively determine n and c.
C) n and c are determined from the values of AQL and LTPD.
D) and are determined from the values of AQL and LTPD.
E) None of the above is true.
Q3) Assignable causes
A) are not as important as natural causes
B) are within the limits of a control chart
C) depend on the inspector assigned to the job
D) are also referred to as "chance" causes
E) are causes of variation that can be identified and investigated
Q4) What four elements determine the value of average outgoing quality?
Why does this curve rise, peak, and fall?
Q5) What is the AOQ of an acceptance sampling plan?
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Chapter 8: Process Strategy
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Sample Questions
Q1) __________ involves the ability to respond with little penalty in time, cost, or customer value.
Q2) Harley-Davidson, because it has so many possible combinations of products, utilizes the process strategy of mass customization.
A)True
B)False
Q3) Which one of the following technologies is used <b>only</b> for material handling, <b>not </b>actual production or assembly?
A) robots
B) CNC
C) CAD
D) AGVs
E) FMS
Q4) Time-function mapping is a flowchart with time added to the horizontal axis.
A)True
B)False
Q5) __________ is a process strategy that uses a product-oriented production process that uses modules.
Q6) Why is equipment utilization in process-focused service industries often low?
Page 10
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Chapter9: Capacity and Constraint Management
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Sample Questions
Q1) Expected output is sometimes referred to as rated capacity.
A)True
B)False
Q2) Which of the following represents a common way to manage capacity in the service sector?
A) appointments
B) reservations
C) changes in staffing levels
D) first-come, first served service rule
E) "early bird" specials in restaurants
Q3) What are the assumptions of the net present value technique?
Q4) TOC was popularized by
A) Goldratt and Cox
B) Ford
C) Taguchi
D) Deming
E) Motorola and GE
Q5) __________ cost is the cost that continues even if no units are produced.
Q6) How is break-even analysis useful in the study of the capacity decision? What limitations does this analytical tool have in this application?
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Chapter 10: Location Strategies
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Sample Questions
Q1) How do service facility location decisions differ from industrial location decisions in terms of the techniques used to analyze them?
Q2) Which of the following worker characteristics would likely be least important for U.S. firms looking to open up call centers in different countries?
A) willing to accept low wages
B) have a high level of education
C) speak English
D) possess an in-depth knowledge of American popular culture
E) are young
Q3) State the fundamental objective of a firm's location strategy. How is this basic objective carried out by industrial or goods-producing firms; how does that differ for service firms?
Answer in a clear, convincing paragraph.
Q4) Why is Northern Mexico used as a cluster for electronics firms?
A) high traffic flows
B) venture capitalists located nearby
C) natural resources of land and climate
D) NAFTA
E) high per capita GDP
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Chapter 11: Layout Strategies
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Sample Questions
Q1) In assembly line balancing, the theoretical minimum number of workstations is
A) the ratio of the sum of all task times to cycle time
B) always (when a fraction) rounded upward to the next larger integer value
C) not always possible to reach when tasks are actually assigned to stations
D) all of the above
E) none of the above
Q2) Slotting fees
A) are charged by retailers to stock a product
B) can amount to as much as $25,000
C) are not a part of Wal-Mart's business practices
D) can reduce the ability of small businesses to introduce new products
E) all of the above
Q3) Retail layouts thrive on the notion that
A) handling costs should be minimized
B) storage costs should be minimized
C) average customer visit duration should be maximized
D) space used should be minimized
E) maximizing customer exposure rate maximizes sales and profit
Q4) A(n) __________ addresses flow, allocates space, and responds to customer behavior.
Page 13
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Chapter 12: Human Resources, Job Design, and Work Measurement
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Sample Questions
Q1) What is the required sample size to be 95% confident that the observed average time is within 2% of the actual value if the process has a standard deviation of 1 minute and mean of 50 minutes?
Q2) Methods analysis focuses on
A) the design of the machines used to perform a task
B) establishing time standards
C) reducing the number of skills needed for the completion of a task
D) issues such as the movement of individuals or materials
E) evaluating training programs to see if they are efficient
Q3) When a worker obtains clear and timely information about his/her performance, his/her job is characterized by
A) feedback
B) skill variety
C) job identity
D) job significance
E) autonomy
Q4) List Hackman and Oldham's five desirable characteristics of job design.
Q5) What impact did the Hawthorne studies have on human resource strategy?
Q7) Identify three forms of monetary rewards. Page 14
Q6) List the eight steps used to develop a time study-based labor standard.
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Page 15
Chapter 13: Supply-Chain Management
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Sample Questions
Q1) Which of the following is an advantage of the postponement technique?
A) reduction in automation
B) early customization of the product
C) better quality of the product
D) reduction in training costs
E) reduction in inventory investment
Q2) Hewlett-Packard withholds customization of its laser printers as long as possible. This is an example of
A) vendor-managed inventory
B) standardization
C) backward integration
D) postponement
E) timely customization
Q3) Identify and describe briefly the five supply-chain strategies.
Q4) With the many-suppliers strategy, the order usually goes to the supplier that offers the best quality.
A)True
B)False
Q5) What are the three negotiation strategies?
Briefly describe each of them.
Page 16
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Chapter 14: Outsourcing as a Supply-Chain Strategy
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Q1) What theory states that you should allow another firm to perform work activities for your company if that company can do it more productively than you can?
A) theory of competitive advantage
B) theory of core competencies
C) theory of comparative advantage
D) theory of outsourcing
E) theory of offshoring
Q2) Which of the following is not an advantage of outsourcing?
A) cost savings
B) gaining outside expertise
C) improving operations and service
D) outsourcing core competencies
E) gaining outside technology
Q3) Identify three factors fueling the continuing growth of outsourcing.
Q4) Outsourcing is not a new concept; it is simply an extension of the long-standing practice of subcontracting production activities.
A)True
B)False
Q5) Identify some business processes that are outsourced.
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Chapter 15: Inventory Management
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Sample Questions
Q1) Inventory that separates various parts of the production process performs a __________ function.
Q2) Which of the following statements regarding the production order quantity model is <b>true</b>?
A) It applies only to items produced in the firm's own production departments.
B) It relaxes the assumption that all the order quantity is received at one time.
C) It relaxes the assumption that the demand rate is constant.
D) It minimizes the total production costs.
E) It minimizes inventory.
Q3) __________ is a method for dividing on-hand inventory into three classifications based on annual dollar volume.
Q4) One advantage of cycle counting is that it maintains accurate inventory records. A)True B)False
Q5) What are the main reasons that an organization has inventory?
Q6) If a safety stock problem includes parameters for average daily demand, standard deviation of demand, and lead time, then __________ is variable and __________ is constant.
Q7) __________ is the time between placement and receipt of an order.
Page 18
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Chapter 16: Aggregate Planning
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Sample Questions
Q1) A hotel room that goes unrented and an airline seat that goes unsold are both examples of perishable inventory in services.
A)True
B)False
Q2) A train company is considering applying yield management principles to its ticket sales. Suppose that there is no variable cost in the operation, only a fixed cost to run each train. The company decides that a student ticket will sell for half the cost of a business ticket. If demand for the business tickets is given by 50-3x where x is the sales price of a business ticket and demand for student tickets is given by 70-y^2 where y is the price of a student ticket how much should the company charge for tickets to maximize revenue?
Q3) Aggregate planning is capacity planning for
A) the long range
B) the intermediate range
C) the short range
D) typically one to three months
E) typically three or more years
Q4) Describe the advantages and limitations of the transportation method for aggregate planning.
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Chapter 17: Material Requirements Planning MRP and ERP
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Q1) The extension of MRP which extends to resources such as labor hours and machine hours, as well as to order entry, purchasing, and direct interface with customers and suppliers is
A) MRP II
B) enterprise resource planning
C) the master production schedule
D) closed-loop MRP
E) not yet technically possible
Q2) Consider the following bill of material. Fifty units of Product A are needed. Assuming no on-hand inventory, and no scheduled receipts, explode the bill of material.
Q3) A(n) __________ provides feedback to the capacity plan, master production schedule, and production plan so planning can be kept valid at all times.
Q4) A working MRP system allows a firm to react to even minor changes in production requirements. Discuss both the advantages and disadvantages of having such ability.
Q5) Identify the several lot-sizing algorithms used in MRP. Provide at least one advantage and one disadvantage of each.
Q6) A(n) __________ is a timetable that specifies what is to be made and when.
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Chapter 18: Short-Term Scheduling
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Sample Questions
Q1) At Morgan's Transformer Rebuilding, five jobs are ready now for dispatching to a machine center. The processing times and due dates for the jobs are given below. Use earliest due date to sequence the jobs, and calculate the average completion time, the average job lateness, and the average number of jobs in the machine center.
\[\begin{array} { | c | c | c | }
\hline \text { Job } & \text { Work Time (days) } & \text { Due Date (days) } \\
\hline \text { A } & 15 & 38 \\
\hline \text { B } & 13 & 28 \\
\hline \text { C } & 7 & 20 \\
\hline \text { D } & 18 & 50 \\
\hline \text { E } & 9 & 15 \\
\hline \end{array}\]
Q2) In retail outlets, customers are usually processed on a first come, first served basis. Why?
Is the express lane in the supermarket an exception?
Craft a sequencing rule to explain express lane behavior.
Q3) __________ means frequent, high-quality, small lot sizes that contribute to just-in-time production.
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Chapter 19: Just-In-Time and Lean Options
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Q1) Which one of the following is a concern expressed by suppliers?
A) having too many customers
B) delivery to the point of use
C) having limited ability to respond to changes in product and quality
D) large lot sizes
E) customers' infrequent engineering changes
Q2) A kanban system requires little variability in lead time because shortages have their impact on the entire productive system.
A)True
B)False
Q3) What is a kanban?
Q4) Lead time for computers is 7 days with daily demand of 5 computers and a safety stock of 1 day. Each kanban holds 8 computers. What is the correct number of kanbans?
A) not enough information
B) 1
C) 5
D) 7
E) 8
Q5) Define variability within the context of JIT.
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Chapter 20: Maintenance and Reliability
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Sample Questions
Q1) Suppose that a manufacturing plant is considering contracting out some preventative maintenance work. For $2000 each year a firm would cover all breakdowns free of charge and provide preventative maintenance. Two other options exist that entail the use of regular employees however. The first is to skip preventative measures and simply fix breakdowns, which occur at a rate of 2/year. Each breakdown costs about $750 to fix. The final option is to divert excess labor capacity to preventative measures, which reduces the chance of a breakdown per year by Y% given X hours of preventative maintenance subject to Y=10X-X^2. If each preventative maintenance hour costs $50, which option should the firm choose?
Q2) How do many electronic firms deal with infant mortality in their products?
Q3) As the number of components in a system connected in a series decreases, all other things being equal, the reliability of the system usually A) increases B) stays the same C) decreases D) increases, then decreases E) decreases, then increases
Q4) What is the role of people, especially empowered employees, in an effective maintenance strategy?
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Chapter 21: Decision-Making Tools
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Q1) A state of nature is an occurrence of a situation over which the decision maker has little or no control.
A)True
B)False
Q2) Explain the graphical shapes used in decision tree analysis.
Q3) What is the EMV for Option 2 in the following decision table?
\[~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~{ \text { States of Nature } } \\
\begin{array} { | l | c | c | }
\hline \text { Alternatives } & \mathrm { S } _ { 1 } & \mathrm {~S} _ { 2 } \\
\hline \mathrm { p } & .3 & .7 \\
\hline \text { Option 1 } & 15,000 & 20,000 \\
\hline \text { Option 2 } & 10,000 & 30,000 \\
\hline
\end{array}\]
A) 10,000
B) 16,000
C) 20,000
D) 24,000
E) 30,000
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Chapter 22: Linear Programming
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Q1) Sensitivity analysis helps to
A) see the value of increased scarce resources
B) determine even better solutions
C) see the impact of parameter changes
D) A and C
E) A, B, and C
Q2) One requirement of a linear programming problem is that the objective function must be expressed as a linear equation.
A)True
B)False
Q3) Suppose that a maximization LP problem has corners of (0,0), (5,0), and (0,5). How many possible combinations of X and Y will yield the maximum profit if profit is given to be 5X+5Y?
A) 0
B) 1
C) 2
D) 5
E) Infinite
Q4) What is the simplex method?
Q5) What is linear programming?
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Chapter 23: Transportation Models
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Q1) Source A has capacity of 15, Source B has capacity of 30, Destination 1 has demand of 5 and Destination 2 has demand of 20. Fill in the following table with the correct initial solution for a Northwest-corner method approach.
\[\begin{array} { | l | c | c | c | }
\hline & \text { Destination 1 } & \text { Destination 2 } & \text { Dummy Destination } \\
\hline \text { Source A } & 5 & 10 & \\
\hline \text { Source B } & & 10 & 20 \\
\hline \end{array}\]
Q2) The initial solution to a transportation problem can be generated several ways, so long as
A) it minimizes cost
B) it ignores cost
C) all supply and demand conditions are satisfied
D) degeneracy does not exist
E) all cells are filled
Q3) When is it necessary to add dummy sources or destinations to a transportation problem?
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Chapter 24: Waiting-Line Models
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Questions
Q1) At the order fulfillment center of a major mail-order firm, customer orders, already packaged for shipment, arrive at the sorting machine to be sorted for loading onto the appropriate truck for the parcel's address. The arrival rate at the sorting machine is at the rate of 100 per hour following a Poisson distribution. The machine sorts at the constant rate of 150 per hour.
a. What is the utilization rate of the system?
b. What is the average number of packages waiting to be sorted?
c. What is the average number of packages in the sorting system?
d. How long must the average package wait until it gets sorted?
e. What would Lq and Wq be if the service rate were exponential, not constant?
Q2) Most banks have changed from having a line in front of each teller to a system where one line feeds all tellers. Which system is better? Why?
Q3) A waiting line has a(n) __________ population if, as arrivals take place, the likelihood of additional arrivals is decreased.
Q4) What are the assumptions underlying the M/M/1 waiting line model? Which of these also hold for the M/D/1 model?
Q5) Why does it matter whether a population of arrivals is limited or unlimited? Compose your answer in a well-organized, convincing paragraph.
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Chapter 25: Learning Curves
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Q1) A company negotiates a price for two aircraft that includes a reduction in labor on the second aircraft consistent with a 70% learning curve. Suppose the first aircraft took 100 hours. If the improvement rate changes to 20%, how will the total time to complete both aircraft change?
A) no change
B) -10 hours
C) + 10 hours
D) -50 hours
E) + 50 hours
Q2) Which of the following is <b>not</b> a limitation of the use of learning curves?
A) Any change in personnel, design, or procedure can alter the learning curve.
B) Time measurements on early units completed must be accurate.
C) The culture of the workplace may alter the learning curve.
D) Direct labor and indirect labor may not follow the same learning curves.
E) All of these are limitations of learning curves.
Q3) In addition to labor, to which other variables have learning curves been applied?
Q4) What is the basic premise underlying the learning curve?
Q5) The __________ is the simplest approach to learning curve problems.
Q6) Explain how learning curves might be applied in a scheduling application.
Page 28
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Chapter 26: Simulation
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Q1) Simulation is usually capable of producing a more appropriate answer to a complex problem than can be obtained from a mathematical model.
A)True
B)False
Q2) Define simulation.
Q3) Explain what is meant by "simulation is not limited to using the standard probability distributions."
Q4) What is the Monte Carlo method?
Q5) From a portion of a probability distribution, you read that P(demand = 1) is 0.05, P(demand = 2) is 0.15, and P(demand = 3) is .20. The<b> cumulative</b> probability for demand 3 would be
A) 0.133
B) 0.200
C) 0.400
D) 0.600
E) cannot be determined from the information given
Q6) Simulation provides optimal solutions to problems.
A)True
B)False
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