TQM QUIZ……….4
Quiz 4
1. Question: (TCO 9) A goal to reduce the time required to fulfill a customer’s order addresses the dimension of
Your Answer:
a. accuracy.
b. cycle time.
c. flexibility.
d. reliability.
Instructor Explanation: (See p. 366)
Points Received: 2 of 2
2. Question: (TCO 9) The legal notion that a manufacturer can be held liable for defective or dangerous products that cause physical harm to users is known as the theory of
Your Answer:
a. strict liability.
b. reciprocity.
c. direct responsibility.
d. producer’s risk.
Instructor Explanation: (See p. 334)
Points Received: 2 of 2
3. Question: (TCO 9) Employees of an insurance firm are given the task of studying the very successful employee training program at a bank. This is an example of which of the following?
Your Answer:
process management
strategic reengineering
benchmarking
quality control
Instructor Explanation: (See p. 368)
Points Received: 2 of 2
4. Question: (TCO 9) The employees of a manufacturing company who bill customers are involved in _________ for this manufacturing company.
Your Answer:
a value-creation process
a support process
an outsourced process
a supplier process
Instructor Explanation: (See p. 332)
Points Received: 2 of 2
5. Question: (TCO 9) Which of the following terms best describes kaizen?
Your Answer:
concurrent engineering
continuous improvement
innovation
statistical process control
Instructor Explanation: (See p. 364)
Points Received: 2 of 2
6. Question: (TCO 10) A good balanced scorecard should contain which of the following?
Your Answer:
lagging measure only
leading measures only
both lagging and leading measures
neither lagging nor leading measures
Instructor Explanation: (See p. 399)
Points Received: 2 of 2
7. Question: (TCO 10) Operational improvement is an example of which of the following measures?
Your Answer:
customer-focused measure
organizational effectiveness measure
governance measure
social responsibility measure
Instructor Explanation: (See pp. 400-403)
Points Received: 2 of 2
8. Question: (TCO 10) In services, a measure of quality analogous to defects per unit is
Your Answer:
a. errors per unit.
b. errors per opportunity.
c. defects per transaction.
d. defects per opportunity.
Instructor Explanation: (See p. 409)
Points Received: 2 of 2
9. Question: (TCO 10) Studies suggest that quality-related costs are generally in the range of ______ of annual sales.
Your Answer:
a. five to ten percent
b. ten to twenty percent
c. twenty to forty percent
d. fifty to sixty percent
Instructor Explanation: (See p. 416)
Points Received: 2 of 2
10. Question: (TCO 10) The three categories into which many companies classify defects are
Your Answer:
a. inexpensive, costly, and unable.
b. trivial, significant, and catastrophic.
c. minor, major, and critical.
d. unnoticeable, noticeable, and obvious.
Instructor Explanation: (See p. 409)
Points Received: 2 of 2
11. Question: (TCO 9) Match the following:
Your Answer: :
process improvment 4: important to competitive
:
kaizen 5: continuous improvement philsophy
:
cycle time 3: the time it takes to complete one cycle of an activity
:
agility 1: flexiblity and short cycles times
:
__
1. Question: (TCO 9) A goal to reduce the time required to fulfill a customer’s order addresses the dimension of
Your Answer:
a. accuracy.
b. cycle time.
c. flexibility.
d. reliability.
Instructor Explanation: (See p. 366)
Points Received: 2 of 2
2. Question: (TCO 9) The legal notion that a manufacturer can be held liable for defective or dangerous products that cause physical harm to users is known as the theory of
Your Answer:
a. strict liability.
b. reciprocity.
c. direct responsibility.
d. producer’s risk.
Instructor Explanation: (See p. 334)
Points Received: 2 of 2
3. Question: (TCO 9) Employees of an insurance firm are given the task of studying the very successful employee training program at a bank. This is an example of which of the following?
Your Answer:
process management
strategic reengineering
benchmarking
quality control
Instructor Explanation: (See p. 368)
Points Received: 2 of 2
4. Question: (TCO 9) The employees of a manufacturing company who bill customers are involved in _________ for this manufacturing company.
Your Answer:
a value-creation process
a support process
an outsourced process
a supplier process
Instructor Explanation: (See p. 332)
Points Received: 2 of 2
5. Question: (TCO 9) Which of the following terms best describes kaizen?
Your Answer:
concurrent engineering
continuous improvement
innovation
statistical process control
Instructor Explanation: (See p. 364)
Points Received: 2 of 2
6. Question: (TCO 10) A good balanced scorecard should contain which of the following?
Your Answer:
lagging measure only
leading measures only
both lagging and leading measures
neither lagging nor leading measures
Instructor Explanation: (See p. 399)
Points Received: 2 of 2
7. Question: (TCO 10) Operational improvement is an example of which of the following measures?
Your Answer:
customer-focused measure
organizational effectiveness measure
governance measure
social responsibility measure
Instructor Explanation: (See pp. 400-403)
Points Received: 2 of 2
8. Question: (TCO 10) In services, a measure of quality analogous to defects per unit is
Your Answer:
a. errors per unit.
b. errors per opportunity.
c. defects per transaction.
d. defects per opportunity.
Instructor Explanation: (See p. 409)
Points Received: 2 of 2
9. Question: (TCO 10) Studies suggest that quality-related costs are generally in the range of ______ of annual sales.
Your Answer:
a. five to ten percent
b. ten to twenty percent
c. twenty to forty percent
d. fifty to sixty percent
Instructor Explanation: (See p. 416)
Points Received: 2 of 2
10. Question: (TCO 10) The three categories into which many companies classify defects are
Your Answer:
a. inexpensive, costly, and unable.
b. trivial, significant, and catastrophic.
c. minor, major, and critical.
d. unnoticeable, noticeable, and obvious.
Instructor Explanation: (See p. 409)
Points Received: 2 of 2
11. Question: (TCO 9) Match the following:
Your Answer: :
process improvment 4: important to competitive
:
kaizen 5: continuous improvement philsophy
:
cycle time 3: the time it takes to complete one cycle of an activity
:
agility 1: flexiblity and short cycles times
: