1. Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the __________.
Answer
Correct Answer:
Quality loss function.
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2. ________ customers are employees receiving goods or services from within the same firm.
Answer
Correct Answer:
Internal.
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3. _____ addresses how well a product or service performs the customer?s intended use.
Answer
Correct Answer:
Performance
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4. ______ refers to the costs resulting from defects or quality problems after the product or service has been delivered to the customer.
Answer
Correct Answer:
External failure
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5. ______ is a graph that helps identify the relatively few, but most critical, causes of problems.
Answer
Correct Answer:
Pareto chart
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6. ______ is a part of corporate social responsibility.
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Correct Answer:
Sustainability
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7. The ______ model focuses on the five dimensions of customer expectations of service quality which are ranked in terms of their importance to customers.
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Correct Answer:
RATER
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8. ______ is a Japanese term for total quality management.
Answer
Correct Answer:
Kaizen
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9. ______ refers to the speed or ease of product repair.
Answer
Correct Answer:
Serviceability
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10. ______, a disciple of Shewhart, taught statistical quality control methods to engineers and suppliers of the U.S. military during World War II.
Answer
Correct Answer:
W. Edwards Deming
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11. ______ requirements are specific, measurable characteristics of a product or service that customers say are necessary for their satisfaction.
Answer
Correct Answer:
Critical to quality
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12. ______ is a graph used to monitor outputs from a process to determine that the process is operating within established control limits.
Answer
Correct Answer:
Process control chart
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13. ______ is the process of designing a product so it can be transported easily through the supply chain.
Answer
Correct Answer:
Design for logistics
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14. ______ is a quality control technique used to determine whether products, processes, and services conform to quality by measuring, examining, and testing them against specified requirements.
Answer
Correct Answer:
Inspection
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15. ______ is a document identifying the project’s objective, expected timeline, budget, scope, and the key personnel involved in the effort.
Answer
Correct Answer:
Project charter
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16. ______ is a fact-based, data-driven quality management method that seeks to improve the quality of products and services by identifying and removing the causes of defects (errors) and minimizing process variations.
Answer
Correct Answer:
Six Sigma
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17. ______ cycle is a visual, circular representation of total quality management that illustrates the never-ending process of continuous improvement.
Answer
Correct Answer:
Plan, do, study, and act
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18. The five steps of Six Sigma process are ______.
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Correct Answer:
Define, measure, analyze, improve, and control
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19. Third-party quality assurance service independent firms that manage supplier-related activities for other firms
Answer
Correct Answer:
True
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20. Taguchi-loss function created by Taguchi in the ______ tracks the financial loss to society as a result of poor-quality designs.
Answer
Correct Answer:
1980s
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21. _____ used to reduce variation in a process through robust product design
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Correct Answer:
Taguchi methods
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22. A gap analysis model that uses surveys to determine the gaps
Answer
Correct Answer:
SERVQUAL
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23. A graph that shows the extent and direction of the relationship between two variables is known as
Answer
Correct Answer:
Scatter diagram
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24. Quality circle concept introduced by _____ in _____?
Answer
Correct Answer:
Kaoru Ishikawa & 1962
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25. Project charter identifies the project’s objective, expected timeline, budget, scope, and the key personnel involved in the effort
Answer
Correct Answer:
True
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26. A diagram that visually displays and analyzes the steps in a process is called
Answer
Correct Answer:
Process flow chart
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27. A graphic used to monitor outputs from a process to determine that the process is operating within established control limits.
Answer
Correct Answer:
Process control chart
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28. Prevention costs is the costs incurred to prevent _______ from occurring before manufacturing the product or delivering the service
Answer
Correct Answer:
Defects and errors
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29. A visual, circular representation of total quality management that illustrates the never-ending process of continuous improvement is known as
Answer
Correct Answer:
PDSA
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30. A graph that helps identify the relatively few, but most critical, causes of problems is known as
Answer
Correct Answer:
Pareto chart
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31. In Master Black Belt employees who have received the most statistical ______ and serve as in-house coaches to Black Belts and Green Belts, checking to see that Six Sigma efforts are applied consistently across an organization
Answer
Correct Answer:
Six Sigma training
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32. Kaizen is a Japanese term for continuous improvement of the quality of a firm’s products, services, and processes
Answer
Correct Answer:
True
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33. ISO Created in _____ And based in _____?
Answer
Correct Answer:
1947 & Switzerland
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34. The costs that result from defects or quality problems before the product or service is delivered to the customer.This is a best statement for
Answer
Correct Answer:
Internal failure costs
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35. ______ IS a quality control technique used to determine whether products, processes, and services conform to quality by measuring, examining, and testing them against specified requirements
Answer
Correct Answer:
Inspection
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36. Histogram helps to identify the pattern of _____ including its frequency and range
Answer
Correct Answer:
Data distribution
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37. External failure costs is the costs that result from defects or quality problems after the product or service has been delivered _____
Answer
Correct Answer:
To the customer
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38. Electronic service quality the level of success or failure of companies that deliver services electronically
Answer
Correct Answer:
True
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39. _______ is the process of conducting design experiments and using their statistical results to identify a product’s optimum configuration or design
Answer
Correct Answer:
Design of experiments (DOE)
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40. The process of designing a product so that it matches up well with the capabilities of a firm’s supply chain members is Known as
Answer
Correct Answer:
Design for supply chain
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41. The process of designing a product so that it can be transported easily through the supply chain is known as
Answer
Correct Answer:
Design for logistics
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42. Critical-to-quality (CTQ) is the specific, measurable characteristics of a product or service that _____ are necessary for their satisfaction
Answer
Correct Answer:
Customers say
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43. Check sheet used to record and collect ______ that helps identify the frequency and timing of problem occurrences
Answer
Correct Answer:
Quality-related data
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44. Cause-and-effect diagram a quality management tool that can be used to _______ the root causes of problems in a process, also known as the fishbone diagram
Answer
Correct Answer:
Analyze and identify
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45. A professional who can explain Six Sigma philosophies and principles, including supporting is known as
Answer
Correct Answer:
Black Belt
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46. The process of comparing the quality of your company’s products or services and its processes with those companies considered to be world leaders in quality are known as
Answer
Correct Answer:
Benchmarking
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47. Appraisal costs is the costs of measuring and inspecting products and services and the processes used to produce them
Answer
Correct Answer:
True
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48. Appraisal costs is the costs of measuring and inspecting products and services and the processes used to produce them
Answer
Correct Answer:
True
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