Understanding Quality Management: TQM and Six Sigma

59) Developing a cultural environment for ethical behavior in an organization includes all of the following EXCEPT:

C) Redesign of a service or product to make it easier to produce.

60) “Quality at the source” implies: B) Lower scrap.

61) Which one of the following statements is a key feature of both TQM and Six Sigma? A) Quality is primarily the responsibility of all employees in the organization.

62) A firm’s internal program in employee involvement includes which of the following considerations? A) Defining who is the customer

63) The TQM wheel features ________ at its center. B) Customer satisfaction

64) As an operations manager, which definition of quality do you have the most control over? A) Conformance to specifications

65) Quality measured with reference to price is captured by the notion of: B) Value.

66) If a product initially fails to live up to the customer’s expectations, which dimension of quality might salvage the sale and the company’s reputation? C) Support

67) As he entered his broker’s office for the first time, the young associate professor was dazzled by its tasteful accoutrements and the offer of a double tall split shot skinny hazelnut latte. He knew his lottery winnings would be safe here, thanks to his: D) Own psychological impressions.

68) The 15-year-old car didn’t dazzle students or members of the opposite sex, but it started every morning and evening and got the professor to his destination on time, thereby scoring high on the: B) Fitness for use scale of quality.

69) One of the main challenges in developing the proper culture for TQM is to: A) Define customer for each employee.

70) A firm that has embraced the notion of quality at the source is more likely to have: D) No inspectors.

71) Continuous improvement is a philosophy that: A) Uses problem-solving techniques within work teams.

72) Which of the following statements relating to Total Quality Management and Six Sigma is true?

D) High product quality in manufacturing can have significant market implications for a firm.

Plan-Do-Study-Act Cycle

73) When considering the plan-do-study-act cycle for problem solving, evaluating how closely a project’s results correspond to the initial goals set for the work is part of the ________ step. C) Study

74) When considering the plan-do-study-act cycle for problem solving, instructing other employees in the use of the new process occurs in the ________ step. D) Act

75) When considering the plan-do-study-act cycle for problem solving, quantitative goals are set for process improvement in the ________ step. A) Plan

Six Sigma in Service Processes

76) What is one reason that Six Sigma is more difficult to apply to service processes? B) The work product is more difficult to see.

Six Sigma DMAIC Procedure

77) Which step of the Six Sigma DMAIC procedure applies tools such as Pareto charts and cause-and-effect diagrams to determine where major process redesign may be necessary? C) Analyze

78) Which step of the Six Sigma DMAIC procedure monitors the process to make sure high-performance levels are maintained? E) Control

79) Which step of the Six Sigma DMAIC procedure involves identifying data sources and preparing a data collection plan? B) Measure