Quality Management Review Questions
Course Introduction
Quality Management is a comprehensive course that explores the principles, practices, and tools essential for ensuring products and services consistently meet or exceed customer expectations. The curriculum covers key concepts such as Total Quality Management (TQM), Six Sigma, continuous improvement, and quality assurance, emphasizing both theoretical foundations and practical applications. Students will examine methodologies for process measurement and improvement, quality control standards, and the role of leadership in fostering a culture of quality. Through case studies and real-world examples, learners develop skills to implement effective quality management systems in various organizational contexts, preparing them to enhance operational efficiency and drive sustainable business success.
Recommended Textbook
Managing for Quality and Performance Excellence 9th Edition by James R. Evans
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Chapter 1: Introduction to Quality
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Sample Questions
Q1) Which of the following is true regarding internal customers of an organization?
A)They buy products or services for their own personal use.
B)They receive goods or services from suppliers within the organization.
C)They are the ultimate purchasers of a product or service.
D)They do not add any value to the product before it reaches the consumer.
Answer: B
Q2) How do quality of design and conformance influence the profitability of an organization?
Answer: Profitability is driven by both the quality of design and conformance.Improvements in design will differentiate the product from its competitors,improve a firm's quality reputation,and improve the perceived value of the product.These factors allow the firm to command higher prices as well as to achieve a greater market share,which in turn leads to increased revenues that offset the costs of improving the design.Improved conformance in production or service delivery leads to lower costs through savings in rework,scrap,resolution of errors,and warranty expenses.
Q3) Customers evaluate a service primarily by the quality of the human contact.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Foundations of Quality Management
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Sample Questions
Q1) How are workers empowered to satisfy customers at the Ritz-Carlton?
Answer: Workers in the Ritz-Carlton are empowered to "move heaven and earth to satisfy a customer," to enlist the aid of others to resolve a problem swiftly,to spend up to $2,000 to satisfy a guest,to decide the business terms of a sale,to be involved in setting plans for their particular work area,and to speak with anyone in the company regarding any problem.
Q2) Feigenbaum defined the term _____ as an effective system for integrating the quality development,quality maintenance,and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction.
A)absolutes of quality management
B)basic elements of improvement
C)quality trilogy
D)total quality control
Answer: D
Q3) One of the most important quality management techniques is basic statistics.
A)True
B)False
Answer: True
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Page 4
Chapter 3: Customer Focus
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Sample Questions
Q1) List some of the products sold by Unique Online Furniture,Inc.
Answer: Unique Online Furniture,Inc.sells a variety of home furnishings,including bathroom vanities,vessel sinks,faucets,mirrors,light fixtures,and curtain rods.
Q2) The customer satisfaction measurement of "customer perceived value" focuses more on customer satisfaction than on loyalty.
A)True
B)False
Answer: False
Q3) The _____ dimension of the quality,as suggested by David A.Garvin,refers to how a product looks,feels,sounds,tastes,or smells.
A)aesthetics
B)reliability
C)assurance
D)serviceability
Answer: A
Q4) List some of the competitors of Unique Online Furniture,Inc.
Answer: Unique Online Furniture,Inc faces competition from a number of competitors,including CSN Stores,eBay,and Amazon.
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Chapter 4: Workforce Focus
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Sample Questions
Q1) _____ refers to how employees are organized in formal and informal units,such as departments and teams.
A)Workforce engagement
B)Work design
C)Workforce capacity
D)Job design
Q2) Discuss the first phase of American Honda's three-phase learning model.
Q3) According to the "engagement index" created by Gallup,employees who fall under the category of "not-engaged employees" undermine what their engaged coworkers accomplish.
A)True
B)False
Q4) Job design refers to how employees are organized in formal and informal units,such as departments and teams,within an organization.
A)True
B)False
Q5) What are the five success indicators of American Honda's three-phase learning model initiative?
Q6) Discuss the final phase of American Honda's three-phase learning model.
Page 6
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Chapter 5: Process Focus
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Sample Questions
Q1) As customization of services increases,_____ become(s) a bigger factor in the ability to provide high quality service to the customers.
A)professional judgement of the employees
B)processes and procedures
C)employee behavior
D)physical facilities
Q2) A _____ is a temporary work structure that starts up,produces products or services,and then shuts down.
A)kaizen program
B)poka-yoke program
C)project
D)quality circle
Q3) Value-creation services that take the form of "projects":
A)are typically completed by individuals rather than by groups.
B)do not add value directly to the product or service.
C)tend to deliver unique products that are tailored to the specific needs of an individual customer.
D)are generally completed by a single department and they do not cut across organizational boundaries.
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Chapter 6: Statistical Methods in Quality Management
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Sample Questions
Q1) Distributions with values of coefficient of kurtosis (CK) greater than 3 are more flat with a wide degree of dispersion.
A)True
B)False
Q2) A confidence interval is a point estimate of a population parameter. A)True
B)False
Q3) What was the objective of the Black Belt Project #P52320 investigated by a team at the GE Fanuc manufacturing plant?
Q4) Any sampling procedure can result in _____ types of errors.
A)two
B)three C)four D)five
Q5) The median is the observation that occurs most frequently. A)True B)False
Q6) In general,an experiment with m factors at k levels would have km combinations. A)True B)False
Page 8
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Chapter 7: Design for Quality and Product Excellence
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Sample Questions
Q1) List the six basic steps involved in building the house of quality.
Q2) In practice,product design reliability is determined by the number of failures per unit time during the duration under consideration.
A)True
B)False
Q3) Which of the following activities of the design for six sigma (DFSS) seeks to refine designs to identify and eliminate potential failures,achieve high reliability,and ensure that it can be easily manufactured,assembled,or delivered in an environmentally-responsible manner?
A)Detailed design
B)Design optimization
C)Concept development
D)Design verification
Q4) Describe the product/process development phase in a typical product development process.
Q5) The principles of axiomatic design help designers better apply tools such as TRIZ and quality function deployment.
A)True
B)False
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Chapter 8: Measuring and Controlling Quality
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Sample Questions
Q1) Because of high test costs,a sample of single wastewater sludge is tested daily for dissolved oxygen content.The appropriate control chart is:
A)-chart and R-chart.
B)u-chart.
C)x-chart and moving range chart.
D)x-chart and R-chart.
Q2) For statistical process control,a good sampling method should always:
A)use samples of random measurements over a long period of time.
B)minimize sampling cost.
C)maximize sample size.
D)use rational subgroups.
Q3) Short repeated patterns in a control chart,with alternating high peaks and low valleys,are known as:
A)trends.
B)cycles.
C)shifts. D)runs.
Q4) Explain the different stages involved in the manufacturing of individual syringes at the Midwest pharmaceutical company.
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Chapter 9: Process Improvement and Six Sigma
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Sample Questions
Q1) Six Sigma methods are most applicable to conformance problems because the processes that create the problems can be easily identified,measured,analyzed,and changed.
A)True
B)False
Q2) In which of the following stages of the FADE approach,a team selects the problem to be addressed and defines it,characterizing the current state of the process,why change is needed,what the desired result should be,and the benefits of achieving the result?
A)Analyze
B)Develop
C)Focus
D)Execute
Q3) With respect to Pareto analysis,a Pareto _____ is one in which the characteristics observed are ordered from largest frequency to smallest.
A)quincunx
B)histogram
C)charter
D)distribution
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11
Chapter 10: The Baldrige Framework for Performance Excellence
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Sample Questions
Q1) In the Baldrige Criteria,areas to address that request information on approach or deployment begin with the word "_____."
A)how
B)what
C)when
D)why
Q2) The Canadian Awards for Business Excellence quality criteria differ significantly in structure from the Baldrige Award Criteria.
A)True
B)False
Q3) In the first stage of the Baldrige Award process,each application is thoroughly reviewed by approximately seven examiners chosen from among leading professionals in business,education,health care,and nonprofits (all of whom are nonvolunteers).
A)True
B)False
Q4) What are the factors that led to Branch-Smith Printing Division (BSPD) developing the Innovating Excellence model?
Q5) What is the performance excellence framework used by AtlantiCare?
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Chapter 11: Strategy and Performance Excellence
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Sample Questions
Q1) In line and staff organizations,staff departments carry out the functions of marketing,finance,and production for the organization.
A)True
B)False
Q2) What is the mission statement of Branch-Smith Printing Division?
A)To provide expert solutions for publishers
B)To market leading business results through an expert team providing turnkey solutions to customer partners
C)To continuously improve results for all stakeholders through the application of its Innovating Excellence Process
D)To become the industry leader and achieve superior growth and market share
Q3) Process decision program charts are spreadsheets that graphically display relationships between ideas,activities,or other dimensions in such a way as to provide logical connecting points between each item.
A)True
B)False
Q4) What is the strategic planning process of Branch-Smith Printing Division?
Q5) How does Six Sigma help Cigna improve quality and productivity?
Q6) What are the five strategic imperatives of Cigna?
Page 13
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Chapter 12: Measurement and Knowledge Management for Performance Excellence
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Q1) What is the result of the improvements in the workplace and the aggressive implementation of automation in the U.S.Postal services?
Q2) Discuss CI tools.
Q3) Google is one of the most prominent vendors for ERP software.
A)True
B)False
Q4) How are the elements in the balanced scorecard linked to support the strategic objectives of the postal services?
Q5) _____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization.
A)Enterprise resource planning
B)Balanced scorecard
C)Juran's quality trilogy
D)Quincunx experimental
Q6) What is the vision statement of Convergys which went through a series of acquisitions that number more than 20 in the last 20 years?
Q7) List the purposes of a performance measurement system.
Q8) What must be included in an effective knowledge management system? Page 14
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Page 15
Chapter 13: Leadership for Performance Excellence
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Sample Questions
Q1) Point 7 of Deming's 14 points emphasizes on:
A)teaching and instituting leadership in an organization.
B)encouraging education and self-improvement.
C)removing barriers that rob people of pride of workmanship.
D)taking action to accomplish the transformation in organizational culture.
Q2) As managers work with different individuals in different stages of careers and maturity,it is their responsibility to adapt the leadership style to the individual and the situation.
A)True
B)False
Q3) What is the vision of the Advocate Good Samaritan hospital?
Q4) Point 12 of Deming's 14 points emphasizes on:
A)encouraging education and self-improvement.
B)taking action to accomplish the transformation in organizational culture.
C)removing barriers that rob people of pride of workmanship.
D)teaching and instituting leadership in an organization.
Q5) Mid-level strategic leaders are involved in vision and strategy formation.
A)True
B)False
Q6) What are the various characteristics of effective strategic leadership?
Page 16
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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Q1) The managers of small organizations and non-profits are wrapped up in entrepreneurial activities that typically focus on sales strategies and market growth,day-to-day cash flow problems,and routine fire fighting.
A)True
B)False
Q2) Organizational changes result from strategy development and its implementation.
A)True
B)False
Q3) The key to developing learning organizations is effective leadership.
A)True
B)False
Q4) Culture is driven by:
A)leadership.
B)attrition.
C)process variation.
D)quality.
Q5) What is the structure and systems employed from a strategic and operational mindset by Veridian Homes to achieve its goal of promoting and coordinating quality throughout the company?
Q6) Name the two companies that merged to form Veridian Homes. Page 17
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Page 18