Chapter 08 Managing Quality Chapter 8 Managing Quality Answer Key Multiple Choice Questions 1 Mean time between failure A is used to measure a product s reliability B is used to measure a product s maintainability C is used to measure a product s maintainability and availability D is a measure of up time up time down time LO 8 2 Topic Product Quality Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback MTBF is the average time the product functions from one failure to the next 2 SERVQUAL measures which dimension of service quality A Reliability tangibles assurance empathy and conformance quality B Performance quality tangibles responsiveness reliability and assurance C Responsiveness tangibles empathy assurance and reliability D Reliability tangibles responsiveness empathy and conformance quality LO 8 3 Topic Service Quality Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback The five dimensions of SERVQUAL are tangibles reliability responsiveness assurance and empathy 3 The number of defects in a product measures A reliability of the product B conformance quality of the product C quality of product design D none of the above LO 8 2 Topic Product Quality Difficulty 3 Hard AACSB Reflective thinking Bloom s Understand Feedback A defect exists when a product does not meet a specification therefore defects represent nonconformance 8 1 Chapter 08 Managing Quality 4 Quality of design A is one of the four decision areas of engineering B is determined before production by a cross functional product design team C means a product has high reliability maintainability and availability D is the prime responsibility of the operations function LO 8 2 Topic Product Quality Difficulty 3 Hard AACSB Reflective thinking Bloom s Understand Feedback Quality of design is determined prior to production beginning and is usually the result of cross functional decision making 5 A product s conformance to specifications A is in response to customers needs B determines sales price to the customer C is defined as continuity of service to the customer D is independent of the quality of design LO 8 2 Topic Product Quality Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback The design is translated into detailed specifications and conformance to specifications is separate and independent 6 The quality cycle A begins with defining customer needs B is stated as tolerances or minimum and maximum acceptable limits C is used for services not products D produces control points and inspection techniques LO 8 4 Topic Quality Planning Control and Improvement Difficulty 1 Easy AACSB Reflective thinking Bloom s Remember Feedback The quality cycle begins with understanding the needs of customers 8 2 Chapter 08 Managing Quality 7 A production center is available for 8 hours per day in a factory It is composed of several rotary parts and the worker operating it is required to lubricate these rotary parts once each day It takes 2 hours to remove these parts from the equipment lubricate them and reassemble them The production center is not available for production during these times The availability of the production center A is 50 B is 75 C is 25 D cannot be computed with the given information LO 8 2 Topic Product Quality Difficulty 3 Hard AACSB Application of knowledge Bloom s Apply Feedback Availability MTBF MTBF MTTR 6 6 2 75 8 Which of the following is NOT part of Deming s 14 points A Cease dependence on mass inspection B Create constancy of purpose C End the practice of awarding business on the basis of price tag alone D Exhort the workers to improve the quality system LO 8 7 Topic Quality Pioneers Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback Deming advocated eliminating exhortations see Table 8 2 9 Which of the following is NOT part of the quality trilogy that Juran advocates A Planning B Operations C Control D Improvement LO 8 7 Topic Quality Pioneers Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback A C and D compose Juran s quality trilogy 8 3 Chapter 08 Managing Quality 10 The Baldrige Award criteria emphasize all of the following EXCEPT A strategy B operations C customers D zero defects LO 8 8 Topic ISO 9000 Difficulty 1 Easy AACSB Reflective thinking Bloom s Remember Feedback Zero defects is not a Baldrige category 11 Which of the following is NOT true about the cost of quality A Cost of quality is actually the cost of poor quality B Increasing prevention cost increases appraisal internal and external failure costs C Training cost is an example of prevention cost D Warranty is an example of external failure cost LO 8 6 Topic Quality Cost of Quality and Financial Performance Difficulty 3 Hard AACSB Reflective thinking Bloom s Understand Feedback Increasing money spent on prevention should lead to lowered costs in other areas see Figure 8 5 12 is a combination of reliability and maintainability A Field service B Availability C Quality of conformance D Mean time to repair LO 8 2 Topic Product Quality Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback Availability is a combination or reliability and maintainability 13 The six step quality cycle approach includes all of the following EXCEPT A set quality standards B define quality attributes on the basis of customer needs C find and correct causes of poor quality D reward employees for quality improvement LO 8 4 Topic Quality Planning Control and Improvement 8 4 Chapter 08 Managing Quality Difficulty 1 Easy AACSB Reflective thinking Bloom s Remember Feedback The six steps are define quality decide measurement set standards establish tests correct poor quality and continue improvements 14 Poka yoke is A designing products for multiple uses B a workforce that is likely to make mistakes C a service designed for the customer D designing a process so that it can only be performed correctly LO 8 5 Topic Mistake Proofing Difficulty 2 Moderate AACSB Reflective thinking Bloom s Understand Feedback Poka yoke is designing products or processes so that the potential for error is reduced or eliminated 15 Which of the following is correct about the philosophies advocated by Joseph Juran A Juran originated the idea of the quality trilogy B Juran stressed the use of statistical methods to control quality C Juran believed that planning is an important part of quality improvement D All of the above LO 8 7 Topic Quality Pioneers