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1. (TCO 1) Which of the following practices were utilized by most companies to maintain quality levels until the start of the 1980s? (Points : 6)

Team-based initiativesProcess-improvement effortsDesign-quality reviewsMass inspection

2. (TCO 1) Quality is most difficult to measure and analyze under which of the following definitions? (Points : 6)


3. (TCO 2) Which of the following systems do not have a role to play in assuring quality in a manufacturing firm? (Points : 6)

SalesPurchasingTool EngineeringNone (All answers have a role.)

4. (TCO 2) _____ is a challenge facing many service firms such as Avis, Inc.'s Worldwide Reservation Center that handles millions of calls and books more than six million reservations in a year. (Points : 6)

The high volume of transactions leading to numerous opportunities for errorService sector declineThe inability to define and measure qualityHigh labor turnover

5. (TCO 3) In which of the following categories can companies receive a Malcolm Baldrige National Quality Award? (Points : 6)

Small businessManufacturingServiceAll of the above

6. (TCO 3) ISO 9000:2000 defines a _____-based approach to quality management systems. (Points : 6)


7. (TCO 4) _____ is a method the Deming philosophy focuses on for improvements in product and service quality. (Points : 6)

100 percent inspectionReducing variationFinancial analysisSeparating the planning and execution functions of management

8. (TCO 4) The primary reason for Deming's position that slogans should be eliminated is which of the following? (Points : 6)

Most problems are a result of the system and cannot be eliminated without redesigning the system.Slogans take up valuable space in the production department.Slogans are costly to maintain and periodically update.Workers don't always understand the slogans.

9. (TCO 5) Measurable performance levels that define the quality of customer contact with an organization's representatives are known as which of the following? (Points : 6)

Customer contact requirementsQuality function deploymentsIndexed service standardsConsumer benefits packages

10. (TCO 5) Maintaining a clean, well-lit waiting room in a doctor's office is an example of which service-quality dimension? (Points : 6)


11. (TCO 6) The leadership skill of _____ is demonstrated by leaders who encourage employees to participate in quality-improvement efforts and develop cross-functional teamwork and customer-supplier partnerships. (Points : 6)


12. (TCO 6) The _____ theory of leadership suggests that the manner in which leaders deal with subordinates depends on contingent rewards and punishments. (Points : 6)

attributionaltransactionalsubstitutes for leadershipemotional intelligence

13. (TCO 7) Employee suggestion systems have been used to identify ways to _____. (Points : 6)

improve qualityreduce costsimprove worker safetyAll of the above

14. (TCO 7) Under Herzberg's theory of motivation, worker safety would represent a(n) _____ factor and advancement would represent a(n) _____ factor. (Points : 6)

motivational, maintenancemaintenance, motivationalattribute, innovativeinnovative, attribute

15. (TCO 8) A group of employees in an office who are fully responsible for all aspects of processing claims at an insurance company is an example of which of the following team types? (Points : 6)

Problem-solving teamProject teamVirtual teamSelf-managed team

16. (TCO 8) During the _____ stage of a team's life cycle, team members agree on roles, ground rules, and acceptable behavior when doing the work of the team. (Points : 6)


17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)

Comparison of actual results with the standardA means of measuring accomplishmentA standard or goalA backup process

18. (TCO 9) Process management consists of which of the following? (Points : 6)

Design, management, and improvementDesign, control, and improvementDesign, control, and standardizationAnalysis, control, and improvement

19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the following? (Points : 6)

An internal failure costAn appraisal costAn external failure costA prevention cost

20. (TCO 10) The additional labor that is used when a machined part is returned to the drilling department for rework to correct a quality problem is considered which of the following? (Points : 6)

A prevention costAn appraisal costAn internal failure costAn external failure cost

21. (TCO 11) Which of the following is NOT a principle of statistical thinking as a philosophy of learning and action? (Points : 6)

All work occurs in a system of interconnected processes.Variation exists in all processes.All variation can be traced to human error.Understanding and reducing variation are keys to success.

22. (TCO 11) Which of the following tools is most useful for viewing the variability of a quality characteristic? (Points : 6)

Affinity diagramControl chartChecklistFishbone diagram

23. (TCO 12) Everything else remaining constant, when the sample size _____, sampling error decreases. (Points : 6)

increasesdecreasesstays constantNone of the above

24. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if six samples of subgroup size 3 (n=3) were collected, the mean of the sample averages is 4.7, and the mean of the sample ranges is 0.35. Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart.CHART (Points : 30)

UCL = 4.86905, LCL = 4.53095UCL = 4.90195, LCL = 4.49805UCL = 4.72250, LCL = 4.14350UCL = 5.05805, LCL = 4.34195

25. (TCO 12) Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if twenty samples of subgroup size 5 (n=5) were collected for a variable measurement and the mean of the sample ranges equals 4.4. (Points : 30)

UCL = 9.3016, LCL = 0.0000UCL = 1.4696, LCL = 0.0000UCL = 11.3256, LCL = 0.0000UCL = 8.8176, LCL = 0.0000

26. (TCO 13) Which of the following are the phases of the Six Sigma problem solving approach? (Points : 6)

Define, Monitor, Analyze, Improve, Confirm Define, Monitor, Analyze, Invest, Control Define, Measure, Analyze, Improve, Control Define, Measure, Analyze, Invest, Control

27. (TCO 14) Current research suggests leadership will have to change from: (Points : 6)

Process to positionFocus throughout the organization to a focus at the topPower resulting from position to power resulting from knowledge Feeling and emotional to logical and rational

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1. (TCO 3) Answer the following questions concerning ISO 9000:

Discuss the basic premise behind ISO 9000. (10 points)

Discuss three of the five objectives of ISO 9000. (10 points)

Discuss the three documents that make up ISO 9000. (10 points)

(Points : 30)

2. (TCO 14) Answer the following questions concerning cultural change and the workforce:

Discuss three of the five behaviors that Juran and others suggest are needed to develop quality cultural change. (10 points)

Discuss ownership at the workforce level and why it is important to the implementation of TQM. (10 points)

Discuss how increased ownership requires increased sharing of information. (10 points)

(Points : 30)

3. (TCO 4) Deming's Profound Knowledge consists of four elements. Answer the following three parts relating to the "variation" element of Deming's Profound Knowledge. Your discussion should relate to this element of Deming's Profound Knowledge and not variation in general.

Explain how a quincunx can be used to explain variation. (10 points)

Why is understanding variation important, and what do we need to do about it? (10 points)

What tools do we need to use to understand variation, and why is using these tools important to our decision-making process? (10 points)

(Points : 30)