Exam 2 Practice Questions

Question 1

Regardless of whether the traditional view of the total cost of quality or the zero defects view of the total cost of quality is​ taken,
A.
as the defect level​ increases, the appraisal cost increases.
B.
as the defect level​ increases, the prevention cost increases.
C.
as the defect level​ decreases, the failure costs increase.
D.
as the defect level​ increases, the failure costs increase.

Answer 1

D.
as the defect level​ increases, the failure costs increase.

Question 2

Which of the following is NOT one of the seven core ideas of​ TQM?
A.
supplier partnerships
B.
value perspective
C.
leadership involvement
D.
strategic quality plan

Answer 2

B.
value perspective

Question 3

The operations manager made sure that all processes were producing output exactly the way the design engineers had drawn it up. Which view of quality is in​ evidence?
A.
the value perspective
B.
the perceived quality perspective
C.
the conformance perspective
D.
the performance perspective

Answer 3

C.
the conformance perspective

Question 4

In the Dittenhoefer Fine China​ case, a worker found that the plates had around 2.4 microns of coating applied. Manufacturing was able to correct the problem and save these​ plates, but no one knew how many plates had been shipped before the problem was discovered.

The plates that were already shipped before the problem was corrected resulted in which of the following type of quality​ costs?
A.
external failure
B.
appraisal
C.
prevention
D.
internal failure

Answer 4

A.
external failure

Question 5

In the Dittenhoefer fine china​ case, workers visually inspected finished items for defects such as chips or cracks. The time and labor cost associated with this inspection resulted in which of the following type of quality​ costs?
A.
external failure
B.
prevention
C.
internal failure
D.
appraisal

Answer 5

D.
appraisal

Question 6

Which of the following statements regarding control charts is​ best?
A.
Control​ charts, by​ themselves, will improve quality levels.
B.
Control charts should be used regardless of the state of control of the process.
C.
The upper and lower limits of a control chart should be identical to the upper and lower tolerance limits for the manufactured part.
D.
Control charts are used to distinguish whether the process is operating normally or requires attention.

Answer 6

D.
Control charts are used to distinguish whether the process is operating normally or requires attention.

Question 7

The maximum defect level that a customer would always accept from a supplier is the
A.
acceptable quality level.
B.
lot tolerance percent defective.
C.
​producer’s risk.
D.
​consumer’s risk.

Answer 7

A.
acceptable quality level.

Question 8

The standard used by companies seeking to establish a management system that provides confidence in the conformance of their products and services to established or specified requirements is
A.
ISO​ 9001:2015.
B.
ISO​ 9004:2004.
C.
ISO​ 9001:2004.
D.
ISO​ 9004:2009.

Answer 8

A.
ISO​ 9001:2015.

Question 9

​__________ is the dimension of quality that addresses the additional characteristics of the product or service beyond the base operating features.
A.
Performance
B.
Aesthetics
C.
Reliability
D.
Features

Answer 9

D.
Features

Question 10

Companies focused on improving quality hire Six Sigma Black Belts to work on identifying the root cause of problems and implementing solutions. Hiring Black Belts to keep defects from occurring to begin with results in which of the following type of quality​ costs?
A.
external failure
B.
internal failure
C.
prevention
D.
appraisal

Answer 10

C.
prevention

Question 11

The florist checked over the arrangement just prior to loading the vase in the delivery van. It was​ fortunate, because he noticed that lilacs had been included in the arrangement. The customer specifically requested​ “no lilacs,” so the florist was able to remove them and make the order right before it left the office for the customer.

This scenario is an example of
A.
an external failure cost.
B.
a prevention cost.
C.
an internal failure cost.
D.
a reliability cost.

Answer 11

C.
an internal failure cost.

Question 12

The American Society for Quality has a two part definition of quality. One perspective on quality is​ “a product or service free from​ deficiencies; the product performs as​ intended.” This is the​ ____________ perspective on quality.
A.
aesthetics
B.
reliability
C.
value
D.
conformance

Answer 12

D.
conformance

Question 13

The American Society for Quality has a two part definition of quality. One perspective on quality is​ “the characteristics of a product or service that bear on its ability to satisfy stated or implied needs of the​ customer, also known as fitness for​ use.” This is the​ ____________ perspective on quality.
A.
value
B.
aesthetics
C.
reliability
D.
conformance

Answer 13

A.
value

Question 14

​”A type of manufacturing process used to produce a narrow range of standard items with identical or highly similar​ designs” is the definition of
A.
cycle time.
B.
job shop.
C.
production line.
D.
​product-based layout.

Answer 14

C.
production line.

Question 15

The time between completions of successive units is known as the​ ______________ of the line.
A.
completion time
B.
cycle time
C.
functional layout
D.
​product-based layout

Answer 15

B.
cycle time

Question 16

​”A type of manufacturing process used to make a wide variety of highly customized products in quantities as small as​ one” is the definition of
A.
job shop.
B.
production line.
C.
​product-based layout.
D.
cycle time.

Answer 16

A.
job shop.

Question 17

​”A type of manufacturing process that seeks to achieve the efficiencies of a line process in a batch environment by dedicating equipment and personnel to the manufacture of product with very similar manufacturing​ characteristic” is the definition of
A.
job shop.
B.
group technology.
C.
cellular layout.
D.
product family.

Answer 17

B.
group technology.

Question 18

Which of the following products involve no​ customization?
A.
​engineer-to-order (ETO) products
B.
​make-to-stock (MTS) products.
C.
​make-to-order (MTO) products
D.
​assemble-to-order (ATO) products

Answer 18

B.
​make-to-stock (MTS) products.

Question 19

Which of the following products use standard​ components, but the final configuration of those components is customer​ specific?
A.
​make-to-stock (MTS) products
B.
​assemble-to-order (ATO) products
C.
​make-to-order (MTO) products
D.
​engineer-to-order (ETO) products

Answer 19

C.
​make-to-order (MTO) products

Question 20

Customers are naturally excited about​ make-to-stock, finish-to-order,​ make-to-order, and​ engineer-to-order. An operations and supply chain manager is far more interested in
A.
the point in the supply chain at which the customization occurs.
B.
the nature of the​ product; whether it is​ 100% manufactured​ good, 100%​ service, or someplace​ in-between.
C.
whether the customization is​ “pure” or​ “hybrid.”
D.
the location of the customer relative to the operation.

Answer 20

A.
the point in the supply chain at which the customization occurs.

Question 21

A​ _______________ includes all the​ value-added physical and intangible activities that a service organization provides to customer.
A.
service package
B.
functional layout
C.
​product-based layout
D.
production line

Answer 21

A.
service package

Question 22

In a service​ organization, the​ ______________ is the point where the customer interfaces with the service organization.
A.
production line
B.
back room
C.
job shop
D.
front room

Answer 22

D.
front room

Question 23

The three dimensions on which services can differ are
A.
the expense of the​ service, the degree of​ customization, and the level of customer contact.
B.
the nature of the service​ package, the lead time required to provide the​ service, and the degree of customization.
C.
the nature of the service​ package, the degree of​ customization, and the degree of customer contact.
D.
the lead time required to provide the​ service, the expense of the​ service, and the nature of the service package.

Answer 23

C.
the nature of the service​ package, the degree of​ customization, and the degree of customer contact.

Question 24

The​ _______________ refers to the part of the service operation that is completed without direct customer contact.
A.
job shop
B.
back room
C.
production line
D.
front room

Answer 24

B.
back room

Question 25

When customization occurs late in the supply​ chain,
A.
flexibility in response to unique customer needs will be greater.
B.
lead times to the customer will tend to be longer.
C.
it will be difficult to customize products.
D.
products will tend to be more costly.

Answer 25

C.
it will be difficult to customize products.

Question 26

The most highly customized products are
A.
​make-to-stock.
B.
​assemble-to-order.
C.
​make-to-order.
D.
​engineer-to-order.

Answer 26

D.
​engineer-to-order.

Question 27

Which of the following products are the most highly​ customized?
A.
​engineer-to-order (ETO) products
B.
​assemble-to-order (ATO) products
C.
​make-to-stock (MTS) products
D.
​make-to-order (MTO) products

Answer 27

A.
​engineer-to-order (ETO) products