Exam 2 Practice Questions Flashcards
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.
D.
as the defect level increases, the failure costs increase.
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
B.
value perspective
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
C.
the conformance perspective
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
A.
external failure
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
D.
appraisal
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.
D.
Control charts are used to distinguish whether the process is operating normally or requires attention.
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.
A.
acceptable quality level.
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.
A.
ISO 9001:2015.
__________ 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
D.
Features
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
C.
prevention
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.
C.
an internal failure cost.
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
D.
conformance
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
A.
value
”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.
C.
production line.
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
B.
cycle time
”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.
A.
job shop.
”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.
B.
group technology.
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
B.
make-to-stock (MTS) products.
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
C.
make-to-order (MTO) products
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.
A.
the point in the supply chain at which the customization occurs.
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
A.
service package
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
D.
front room
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.
C.
the nature of the service package, the degree of customization, and the degree of customer contact.
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
B.
back room
