Economics and Quality Multiple Choice help

1. (TCO 1) Which of the following cannot be considered a foundation principle of TQM? (Points : 6)

       Customer focus
       Continuous improvement and learning
       Tight managerial control
       Participation and learning

Question 2. 2. (TCO 1) One of Frederick Taylor’s key contributions in scientific management philosophy was to _____. (Points : 6)

       increase the training and education that workers received
       separate the planning function from the execution function
       combine individual work tasks to promote teamwork
       reduce the reliance on inspectors for quality assurance

Question 3. 3. (TCO 2) As a form of team participation, _____ was/were developed in the late 1970s at several Department of Defense installations, such as the Norfolk Naval Shipyard and the Cherry Point Naval Air Station. (Points : 6)

       continuous improvement
       systems thinking
       the Golden Hammer
       quality circle programs

Question 4. 4. (TCO 2) _____ requires that inventories be reduced to the barest minimum. (Points : 6)

       Just-in-time
       Production scheduling
       Systems view
       Six Sigma

Question 5. 5. (TCO 3) Which of the following is NOT one of Quality Management Principles of ISO 9000:2000? (Points : 6)

       Customer focus
       Process approach
       Quality system
       Continual improvement

Question 6. 6. (TCO 3) _____ methodology is a driver of Six Sigma methodology. (Points : 6)

       Data driven
       Trial and error
       Customer-focused
       Management-by-fact

Question 7. 7. (TCO 4) Which of the following are the three processes of: Juran’s Quality Trilogy? (Points : 6)

       Quality planning, quality control, and quality improvement
       Quality assurance, quality control, and quality costs
       Quality improvement, quality management, and quality control
       Quality control, quality management, and quality costs

Question 8. 8. (TCO 4) Which of the following is NOT one of the phases of the remedial journey in Juran’s breakthrough sequence? (Points : 6)

       Dealing with resistance to change
       Identifying process gaps based on data collected
       Choosing an alternative that optimizes total cost
       Implementing remedial action

Question 9. 9. (TCO 5) Each question in a satisfaction survey must be properly designed in order to _____. (Points : 6)

       be very short
       cover all facets of the market
       achieve actionable results
       address more than one issue per question

Question 10. 10. (TCO 5) Customer-focused organizations consider complaints as _____. (Points : 6)

       the rationale for customer service
       outcomes of public relations failure
       opportunities for improvement
       a symptom of systemic defects

Question 11. 11. (TCO 6) Which of the following is the process the Japanese introduced as a strategy deployment process? (Points : 6)

       JUSE alignment
       Hoshin planning
       Muri planning
       Jidoka planning

Question 12. 12. (TCO 6) Strategy deployment links the _____, who focus on “doing the right thing,” with the _____, whose focus is on “doing things right.” (Points : 6)

       suppliers; customrs
       doers; planners
       buyers; engineers
       planners; doers

Question 13. 13. (TCO 7) The Taylor system improved _____ at the expense of _____. (Points : 6)

       union relations, productivity
       quality, productivity
       planning, execution
       productivity, worker creativity

Question 14. 14. (TCO 7) Employee engagement offers many advantages over traditional management practices. Which of the following is NOT one of them? (Points : 6)

       Replaces trust and cooperation with the adversarial mentality.
       Increases employee morale and commitment to the organization.
       Fosters creativity and innovation, the source of competitive advantage.
       Allows employees to solve problems at the source immediately.

Question 15. 15. (TCO 8) Which of the following is a team organized to perform an entire job, rather than specialized line-type work? (Points : 6)

       Supervisory team
       Natural work team
       Union Stewards
       Quality Circles

Question 16. 16. (TCO 8) Which is NOT one of the key stages of a team’s life cycle? (Points : 6)

       Adjourning
       Norming
       Storming
       Rewarding

Question 17. 17. (TCO 9) All of the following is true regarding kaizen, except? (Points : 6)

       Kaizen is different than innovation.
       Kaizen requires substantial investment to fund cutting-edge innovation.
       Kaizen concentrates on small, gradual improvements over the long term.
       Continuous improvement is a part of the kaizen philosophy.

Question 18. 18. (TCO 9) The customer’s impression of physical facilities, processes, and procedures is important in services that are low in _____. (Points : 6)

       customer contact
       market appeal
       customization
       labor intensity

Question 19. 19. (TCO 10) When Ford Motor Company recalled its Windstar vans from the last model year to replace the relay switch on the rear passenger air-conditioning/heat fan motors, the cost of purchasing and replacing these switches is a(n): (Points : 6)

       prevention cost
       appraisal cost
       internal failure cost
       external failure cost

Question 20. 20. (TCO 10) Senior leadership generally tracks _____ measures to gauge overall organizational performance. (Points : 6)

       financial
       customer
       product
       service

Question 21. 21. (TCO 11) Another name for an Ishikawa diagram is a _____. (Points : 6)

       control chart
       fishbone diagram
       scatter diagram
       quality chart

Question 22. 22. The following sample data were collected: 12.0, 18.3, 29.6, 14.3, and 27.8. The sample standard deviation for this data is equal to _____. (Points : 30)

       20.4
       2.18
       7.93
       23.9

Question 23. 23. (TCO 12) Which of the following is not illustrated by the Red Bead Experiment? (Points : 6)

       Management is responsible for the system.
       Day-to-day variation of a willing worker came entirely from the process itself.
       Special cause variation can be predicted.
       Numerical goals are often meaningless.

Question 24. 24. (TCO 12) Determine the sample standard deviation(s) and range (R) for the following data: 7, 9, 2, 0, 1, and 5. (Points : 30)

       s = 2.805; R = 7
       s = 3.266; R = 9
       s = 2.927; R = 8
       s = 3.578; R = 9

Question 25. 25. (TCO 13) _____ is an achievement which takes an organization to a level of performance not previously attained. (Points : 6)

       Breakthrough
       Benchmark
       Poka-yoke
       Special cause

Question 26. 26. (TCO 13) The distance from the target to the upper specification limit is equal to _____. (Points : 6)

       half the tolerance
       the tolerance
       twice the tolerance
       three times the tolerance

Question 27. 27. (TCO 14) When selling the TQM concept to an organization, the following was found useful except for _____. (Points : 6)

       focusing on an early win
       making arguments as qualitative as possible
       aligning objectives with those of senior management
       B and C