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quality management
Quality Management Demystified 1st Edition Kemp, Sid - Solutions
Which of these is not true of Deming’s 14 points?(a) They apply only to Total Quality Management.(b) They help with a root cause analysis of the problems in any quality management initiative, no matter what method is used.(c) Some are phrased in the language of the time, but all point to
The Deming curve(a) illustrates the value over time realized by TQM.(b) summarizes statistical quality control results.(c) summarizes the results of PDCA.(d) is a made-up term.
These are all legitimate reasons to resist a new initiative, except(a) constraints.(b) inherent conservatism.(c) inherent momentum.(d) All of these answers,a, b, andc, are legitimate reasons to resist a new initiative.
The five S’s are(a) Six Sigma Saves Software Systems.(b) Sort, Straighten, Scrub, Systematize, and Standardize.(c) Standardization Systematizes Saving Support Services.(d) Standardize, Systematize, Straighten, Sort, Support.
All of these are true of quality planning except(a) quality planning is a focus in ISO 9000.(b) quality planning defines both QC and QA, and more.(c) quality planning increases the total cost of quality.(d) quality planning is a newer process than QC or QA.
Zero defects(a) was first achieved by the developers of the software for the space shuttle.(b) was first achieved by Six Sigma engineers in the 1990s.(c) was first achieved by a company building missiles for the U.S.government in the 1960s.(d) has never been achieved.
In auditing, the reason for the good or poor performance is called a(a) cause.(b) root cause.(c) measurement.(d) effect.
Quality management uses these elements from the field of science except(a) the scientific method.(b) an empirical approach to problem solving.(c) the search for understanding how the world works.(d) experimental design.
Which of these is not a major barrier to quality improvement programs?(a) Executive management often doesn’t make it easy for managers and workers to change processes.(b) Executive management doesn’t think quality and productivity must be at odds with one another.(c) Quality improvement
Scientific Management is(a) a cutting edge movement in Quality Management.(b) a product of Gemba Kaizen.(c) another name for TQM.(d) the predecessor of all quality management.
Which of the following factors is not involved in Total Quality Management?(a) Quality teams(b) Control charts(c) DMAIC(d) Executive leadership
In auditing, an effect is(a) the gap between condition and criteria, and its consequences.(b) the result of a defect.(c) the result of an error in process.(d) a measured result.
Scientific Management(a) is the name for the predecessor of quality management.(b) is a tool used in Six Sigma.(c) was developed by John Smeaton.(d) is the English translation of the Japanese gemba kaizen.
In statistics, estimation means(a) making statements about the future based on the past and present.(b) making statements about cost or time, not quality.(c) approximation.(d) making statements about the population based on statistics from the sample.
Software Inspection(a) applied Total Quality Management to the process of software development.(b) applied the Zero Defect Movement to the process of software development.(c) applied Six Sigma to the process of software development.(d) applied continuous improvement to the process of software
An independent company that, for a fee, audits you to see if you meet the ISO 9000 standard is called a(a) validation agent.(b) registrar.(c) ISO 9000 auditor.(d) certification agent.
Which of these is not one of Deming’s 14 points?(a) Eliminate fear.(b) Break down barriers between staff areas.(c) Eliminate slogans, exhortations, and targets for the work force.(d) Eliminate barriers to vertical communication.
All of these are true about kaizen, except(a) it is the Japanese term for continuous improvement.(b) it is part of TQM.(c) the literal translation is change-good.(d) it is part of Six Sigma.
All of these are true of unhealthy resistance except it(a) results from poor communication and lack of willingness to create good communication and eliminate misunderstanding.(b) includes politics in the negative sense of the term.(c) can be totally eliminated by creating a hassle-free
An executive of a Six Sigma company wants to ensure business value, and also encourage innovation. The best tool to use is(a) outside-the-box thinking.(b) setting a base goal plus a stretch goal for the project.(c) setting a moderate sigma level as a base goal and high sigma level for the stretch
Quality control has these two meanings:(a) Broad—all checking, and narrow—statistical quality control.(b) Broad—all QA, and narrow—statistical quality control.(c) Statistical quality control and statistical quality control plus process improvement.(d) PDCA and DMAIC.
You are asked to explain why so much effort is being put into defining requirements—planning a project—and you are not just getting to work and getting it done. Which quality theory would support the extensive planning effort?(a) Total Quality Management(b) Six Sigma(c) Quality control(d) Cost
Which of these is not one of the three levels of a project that must be managed to ensure success?(a) Project(b) Quality(c) Business(d) Technical
Which quality management method most explicitly mentions projects?(a) Six Sigma(b) Gemba Kaizen(c) ISO 9000(d) Cost of Quality
Defining quality is closely linked to(a) defining scope.(b) defining risk.(c) defining cost.(d) defining communications.
Which of these is not one of the nine knowledge areas defined in the Project Management Guide to the Body of Knowledge?(a) Risk(b) Scope(c) Programs(d) Quality
The most successful motivator is(a) fear.(b) big bonuses.(c) small cash bonuses given privately.(d) the opportunity to make a contribution with no barrier to its implementation, plus small, but frequent and personal, praise, encouragement, and recognition.
Which of these is not a good reason to brainstorm a quality program with your executive team right up front?(a) To find out if it is really a good idea(b) So you can share the blame if it goes wrong(c) To let them make it their own(d) To identify sources of resistance
Which of these is not one of the three main points in the quality improvement program in this chapter?(a) Continuous improvement(b) Improved process for a better bottom line(c) Educate everyone(d) Executives set the big goals
An organization’s culture includes all of these except(a) industrial structure.(b) psychology.(c) agreements with unions and other parties.(d) current market position.
Which of these is not true of resistance?(a) Resistance is entirely a negative thing.(b) Resistance has negative components, usually resulting from misunderstanding or dishonesty, but good components as well.(c) Resistance can show us risks to our plan.(d) Resistance is a sign that we should listen
Shutting down a machine improves productivity in a gemba kaizen environment because(a) the machine is shut down when it is replaced by a newer, better machine.(b) shutting down a machine when there is any defect, then investigating the cause, leads to permanent preventative action so that that
Lean manufacturing is best described as(a) an alternative accounting technique.(b) the effort to reduce waste and inventory.(c) an effort to produce only the items ordered, supported by elimination of all forms of waste in a controlled manufacturing environment.(d) the industrial production of
Which of these is not gemba as the term is generally used?(a) The shop floor(b) The scene of the crime(c) On location live-action news(d) A manager’s office
Which of these is not true when comparing kaizen to Six Sigma?(a) Kaizen improvements may not have a demonstrable effect on the bottom line, but Six Sigma projects must demonstrate that they will improve production or the bottom line to get approved.(b) Six Sigma uses kaizen tools but also includes
Which of these is a quality of innovation, and not a quality of kaizen?(a) An intermittent, non-incremental time frame.(b) Small changes.(c) Many changes.(d) Source of change is often the workers.
Which of the following is the final audit that, if you pass, gives you CMMI certification?(a) SCAMPI B(b) SCAMPI C(c) SCAMPI A(d) Shrimp SCAMPI
Which of these tools is an inexpensive way to have independent review quickly on a small team?(a) Buddy programming(b) Software Inspection(c) CMMI level 3(d) Walk-throughs
In an industry where work is organized by time-limited projects, which is most true?(a) Project management and quality management are the same thing.(b) Quality management has to come before structured project management.(c) You can implement both quality management and structured project
Which of these is not one of the four core tools of quality management for software development?(a) Software Inspection(b) Project Management(c) Walk-throughs(d) Tests
Which of these shows the five CMM levels in correct order?(a) Optimizing, Managed, Defined, Repeatable, Initial(b) Initial, Improving, Defined, Replicable, Optimizing(c) Initial, Repeatable, Defined, Managed, Optimizing(d) Initial, Repeatable, Defined, Optimizing, Improving
In discussing American slogans to be eliminated, Deming said, “How could a man make it right the first time when the incoming material is off-gauge, off-color, or if his machine is not in good order?” Crosby is not recorded as answering this particular challenge. Imagine that he did.Which of
Which of these is not a phrase used by Crosby?(a) Do It Right the First Time(b) Zero Defects(c) Eliminate Numerical Quotas(d) Hassle-free
Which of the following is not included in the cost of a defect?(a) The cost to the customer of dealing with a defective product.(b) The cost of resolving the customer’s problem.(c) The cost of scrapping the item.(d) The cost of preventing the defect.
The total cost of quality equals(a) the salaries of the quality management department and the time spent by employees on quality issues.(b) the cost of the effort to eliminate quality, plus the cost of the defects that remain.(c) the benefit we gain by implementing a better quality program.(d) the
Which of these is the most accurate statement about the relationship between a project and a process in Six Sigma?(a) A project becomes a process when it is maintained over time.(b) A project improves a process, and then the process must be maintained at a new level.(c) Projects are implemented
Which of these is not a key benefit of executives setting stretch or breakthrough goals?(a) Customers get excited about the company.(b) Engineers are pushed to think outside the box.(c) Stretch goals, when achieved, put the company further ahead than incremental improvements.(d) Without stretch
Two key companies involved in the development of Six Sigma were(a) Motorola and GM.(b) Motorola and GE.(c) GE and GM.(d) Ford and GM.
DMAIC stands for(a) Develop, Meter, Assess, Initialize, Conform.(b) Draconian Managers Anger Intelligent Computer-geeks.(c) Define, Measure, Analyze, Improve, Control.(d) Dubious Methods Aggravate Intelligent Critics.
The true statistical value of Six Sigma quality is(a) fewer than 7 defects per million events.(b) about 2 defects per million events.(c) fewer than 7 defects per billion events.(d) about 2 defects per billion events.
Which of these standards, prizes, awards, or associations would not be applicable to any North American company seeking to improve quality?(a) The Deming prize(b) ISO 9000(c) The Baldridge Award(d) IEEE
Which of the following is not a criterion of the Malcolm Baldridge Award?(a) Leadership(b) Strategic planning(c) Quality management(d) Customer and market focus
ISO 9000 requires(a) inspection to ensure customer satisfaction.(b) use of statistical quality control.(c) either inspection or statistical quality control, whichever is appropriate to your business.(d) an annual internal audit program reviewing all ISO 9000 requirements.
Which of these is not true of an ISO 9000 internal auditor?(a) The auditor reviews procedures to ensure that documents (SOPs) are being followed and that records confirm this.(b) The auditor must be trained in ISO 9000 auditing.(c) Although the auditor may do other work in the company, he must
Which of these is not true about ISO 9000?(a) ISO 9000 is the European quality standard.(b) ISO 9000 guidelines match the initial focus of a TQM initiative.(c) ISO 9000 focuses on quality audits and quality assurance more than on quality control.(d) ISO 9000 standards and their variants are used in
Which of these guidelines for transforming a company through a TQM program would not always apply?(a) It will take five years.(b) It must be done from the top down.(c) Everyone must receive training.(d) Communication across departments must improve.
Which of these is not one of Deming’s 14 points?(a) Drive out fear.(b) Maintain stable production with quality control.(c) Break down barriers between staff areas.(d) Institute leadership.
Which of these is true of Deming’s 14 points?(a) They focus on management, not leadership.(b) They emphasize quality, saying it is more important than productivity.(c) They include education, elimination of fear, and restoration of a worker’s pride in his work.(d) They offer a step-by-step
Which of these is the most accurate description of how TQM developed?(a) Japanese industry followed a plan laid out by Deming.(b) Japanese industry and Deming laid out an improvement plan and followed it.(c) Japanese industrial leaders, Deming, and managers and workers in Japan at all levels
A key problem with Fordism is that(a) it only works for American companies.(b) it pits productivity against quality.(c) it only works for manufacturing companies with assembly lines.(d) it strives to reach Six Sigma quality before putting basic procedures in place.
Quality management addresses all of these standards except(a) environmental standards.(b) government standards.(c) international Standards.(d) the Standard & Poor’s index.
Quality Control (QC), in its broader sense(a) is almost a synonym for checking.(b) is part of Quality Assurance.(c) replaces Quality Assurance.(d) always uses statistics.
The inventor of the Cost of Quality approach is(a) Fredrick Winslow Taylor.(b) Walter Shewhart.(c) W. Edwards Deming.(d) Philip B. Crosby.
The key figure in Total Quality Management is(a) Fredrick Winslow Taylor.(b) Walter Shewhart.(c) W. Edwards Deming.(d) Philip B. Crosby.
Criteria is best defined as(a) an audit or legal standard.(b) what should or could be—for example, the relevant standard or best practice.(c) an objective basis for a decision.(d) what auditors try to find through research.
The consequence of an error is all of these except(a) what would happen if the error went undetected.(b) an important factor in measuring the cost of quality.(c) always measurable.(d) often borne by the customer.
The measured or assessed level of performance of how things are or were done is called(a) a cause.(b) a condition.(c) an efficiency.(d) a result.
Internal auditors have which attitude towards leaving tools behind for management?(a) It would be good, but if they do, it compromises their independence.(b) Measurement tools left behind are a good way for auditors to add value by making it easier and less expensive for management to improve
The work environment(a) is an important, but often overlooked, factor in quality management because variations in the work environment can reduce quality.(b) is not an important part of quality management.(c) is important only where it concerns the safety or productivity of the workers.(d) cannot
The inventor of statistical quality control is(a) Fredrick Winslow Taylor.(b) Walter Shewhart.(c) W. Edwards Deming.(d) Philip B. Crosby.
A quota sample(a) is a type of convenience sample.(b) is a type of judgmental sample.(c) is a type of stratified sample.(d) is a made-up term.
Input requirement are all of these except(a) requirements that we might use to check material or components arriving from a vendor.(b) requirements specified for the input to a process.(c) less important than output requirements.(d) one of three major categories of requirements.
We can use all of these as inputs for creation of a best practice, except(a) existing standards.(b) industry best practices.(c) PDCA.(d) the way we do things now.
All of these are true of techniques except(a) techniques are the instructions of the work process, or the way of doing the work.(b) when techniques are not standardized, we can observe all current techniques to create a technique from the best steps of each one currently in use.(c) it is best for
All of these are true of architecture except(a) architecture involves seeing from multiple perspectives.(b) architecture applies only to the building and construction industry.(c) architecture must work within constraints.(d) poor architecture will increase the cost of quality.
Corrective action is(a) the best approach to quality management.(b) what we do after a defect is found.(c) is always essential in the action of the PDCA cycle.(d) doesn’t apply to the results of testing, only to the results of inspection.
Testing is(a) always essential before final product delivery, to avoid sending defects to customers.(b) the process of actually doing something with a product, service, or component and seeing what happens.(c) less expensive than inspection.(d) always multiple choice.
The development of Scientific Management included the development of all of these except(a) statistics.(b) accurate data gathering.(c) an analytic approach to improving workflow.(d) a cooperative relationship between management and workers.
The father of Scientific Management is(a) Fredrick Winslow Taylor.(b) Walter Shewhart.(c) W. Edwards Deming.(d) Philip B. Crosby.
Ishikawa diagrams are also called(a) histograms.(b) cause-and-effect diagrams.(c) flow charts.(d) Pareto diagrams.
All of these statements are true about resources except(a) resources are used up in the process, but don’t become part of the product.(b) effort, or work time, is a resource.(c) inputs are one type of resource.(d) reducing use of resources per unit of output reduces the cost of a process.
A permanent preventative solution is all of these except(a) the solution to a root cause.(b) a process change that will save money.(c) an alternative to root cause analysis.(d) a process change that should become the new standard.
Root cause analysis finds(a) the basis that supports quality, the way roots support a tree.(b) the first process in a complex manufacturing chain.(c) the one source of all of our problems.(d) the most basic, original source of a defect or error.
Vulnerability to lawsuits, criminal charges, loss of reputation, or other costs is called(a) inefficiency.(b) bad karma.(c) exposure.(d) poor quality.
Pareto optimization is primarily used to(a) identify root causes.(b) identify defects.(c) prioritize defects for the prevention effort.(d) calculate the cost of quality.
Customer service on the team is all of these except(a) the idea that, if your process uses my outputs, you are my customer.(b) a part of the process of definition of customer requirements.(c) a valuable tool for teambuilding.(d) a way to link together the SIPOC chain in everyone’s mind.
Quality management requires(a) application of universal principles, uniquely adapted to particular circumstances.(b) discovery of new universal principles.(c) precise definition and absolute proof of universal principles before they can be used.(d) that we disregard universal principles, because
Tools are best defined as(a) things which are used for a task, but not used up.(b) things which are used up in a task, but don’t become part of the product.(c) things that, through process, become part of the product.(d) instructions for completing a process.
Customers have different definitions of exactly what gives the most value. As producers, we effectively deal with this using all of these methods except(a) deciding what the customer will want ourselves.(b) making one product, and providing sufficient value, if not the highest value.(c) making
A systematic sample seems good, but it runs into trouble because(a) it allows too much self-selection.(b) it isn’t comprehensive enough.(c) it is too random.(d) it can consistently miss a systematic error.
A part of PDCA is correctly defined on each of these lines except(a) plan. Define the problem or need, and decide what to do about it.(b) do. Put the new process in place.(c) check. Take a look at what happens.(d) authorize. Authorize a change to the standard to permanently solve the problem.
We want our measurement to be all of these except(a) accurate.(b) biased.(c) unbiased.(d) precise.
Liability(a) is a cost we will, or might, have to pay in the future.(b) is only related to fiduciary risk, not internal operations.(c) is best managed with insurance.(d) is a type of inefficiency.
Statistical Quality Control does all of these except(a) helps insure that the product is within acceptable standards.(b) helps discover flaws in the production process.(c) guarantees that all inferior products are thrown out.(d) makes it possible to ensure the quality of production without checking
Outputs are all of these except(a) the end results of a task, such as a component or a finished product.(b) inputs to subsequent processes.(c) inputs to preceding processes.(d) measured by inspection or statistical quality control.
Which of these statements is not true about good design?(a) Good design ensures that the product performs its desired functions.(b) Good design is only related to aesthetics and has nothing to do with function.(c) Good design depends on cultural values.(d) Good design takes cost into account.
Which of these statements is not true about customer value?(a) Customers seek that which they perceive to be the highest value for the price.(b) Customers always seek the highest quality, regardless of cost.(c) Customer perception of value in a product affects customer perception of the value of
Quality Planning (QP)(a) includes planning for QC, planning for QA, and more.(b) replaces QA.(c) replaces QC.(d) is outmoded.
A convenience sample is(a) inexpensive, but unreliable.(b) inexpensive, and good enough for most statistical work.(c) usually biased by self-selection.(d) rarely used.
Statistical Process Control includes all of these except(a) examination of a sample, rather than a whole batch.(b) identification of defects.(c) innovative thinking to prevent defects.(d) a source of information to be used for process improvement.
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