Archive for May 2021

Bethany is writing a paper for her Management class. She already has a strong 'A' in the class, and only needs to get a C on the paper to keep her A. As she prepares the final version of the paper, she takes special care that the paper is well-written, insightful, and error-free, something that she can be proud of. Bethany is experiencing:

Bethany is writing a paper for her Management class. She already has a strong 'A' in the class, and only needs to get a C on the paper to keep her A. As she prepares the final version of the paper, she takes special care that the paper is well-written, insightful, and error-free, something that she can be proud of. Bethany is experiencing:



A. An intrinsic reward

B. High equity

C. A belongingness need

D. A hygiene factor



Answer: A

Two drug companies agree to work together to pool their research and development funds to develop a new drug for arthritis. In doing so, these two organizations have:

Two drug companies agree to work together to pool their research and development funds to develop a new drug for arthritis. In doing so, these two organizations have:



A. Formed a union

B. Formed a strategic alliance

C. Analyzed their internal environment

D. Influenced the mass media



Answer: B

Last year, Diana's boss promised her a big bonus if she met her goals. At the end of the year, after Diana had exceeded her goals, she found her bonus was very small. In the future, Diana's _____ will probably be ____.

Last year, Diana's boss promised her a big bonus if she met her goals. At the end of the year, after Diana had exceeded her goals, she found her bonus was very small. In the future, Diana's _____ will probably be ____.



A. Valence; low

B. Instrumentality; low

C. Expectancy; low

D. Expectancy; high



Answer: B

John is interviewing Bambi for a job opening at his accounting firm. He notices that she has several tattoos visible on both arms. He does not believe that people with tattoos can be good accountants. John is engaged in ____________.

John is interviewing Bambi for a job opening at his accounting firm. He notices that she has several tattoos visible on both arms. He does not believe that people with tattoos can be good accountants. John is engaged in ____________.



A. Counseling

B. Stereotyping

C. Behavioral interviewing

D. Situational interviewing



Answer: B

ChemTech International is being picketed by a group of people who live by their biggest plant. The group is concerned about ChemTech's disposal of waste products into nearby waterways. In this instance, ChemTech is dealing with the _____ part of its _______ environment.

ChemTech International is being picketed by a group of people who live by their biggest plant. The group is concerned about ChemTech's disposal of waste products into nearby waterways. In this instance, ChemTech is dealing with the _____ part of its _______ environment.



A. special-interest groups; task

B. local communities; task

C. sociocultural; general

D. sociocultural; task



Answer: B

David was asked by his supervisor to participate in a task force to develop new procedures for company invoices. Which of the following statements BEST describes why David should participate in the task force?

David was asked by his supervisor to participate in a task force to develop new procedures for company invoices. Which of the following statements BEST describes why David should participate in the task force?



A.) David will be able to set the procedures he wants set.

B.) David will work with a team to set procedures that will benefit the company

C.) David will make a good impression on his supervisor.

D.) David will be able to socialize with his co-workers



Answer: B.) David will work with a team to set procedures that will benefit the company

The following items are necessary to scan data or graphics electronically into a word processing document?

The following items are necessary to scan data or graphics electronically into a word processing document?




A.) computer, digital camera, printer, word processing software.


B.) Computer, scanner, printer, word processing software


C.) Computer, scanner, scanning software, word processing software


D.) Computer, digital camera, scanner, word processing software.






Answer: C.) Computer, scanner, scanning software, word processing software

Which of the following BEST defines "equity"

Which of the following BEST defines "equity"



A.) The act of working with others willingly

B.) The act of recognizing or stating the difference.

C.) the act of making a distinction in favor or against one person or thing.

D.) The act of showing justness or impartiality



Answer: D.) The act of showing justness or impartiality

Which of the following best illustrates nondiscriminatory behavior?

Which of the following best illustrates nondiscriminatory behavior?



A.) Giving people of your race a better position

B.) Telling a person of a different race that there are no positions available when there are.

C.) Assisting all customers in a timely and consistent manner

D.) not allowing an employee of a particular ethnic background to serve on a committee.



Answer: C.) Assisting all customers in a timely and consistent manner.

When sending e-mail, one should NEVER:

When sending e-mail, one should NEVER:



A.) Use abbr.

B.) Use all CAP LETTERS

C.) Write as briefly as possible

D.) Send it to more than one person



Answer: B.) Use all cap letters

When a worker has been away from the office, message:

When a worker has been away from the office, message:



A.) should be answered in order received

B.) should be answered in the order of importance.

C.) Can wait until the worker has had time to catch up on paperwork.

D.) Should be answered within a week.



Answer: B.) Should be answered in order of importance.

An example of poor ethical behavior is/are

An example of poor ethical behavior is/are



A.) Discussing a customer's account with a relative.

B.) Pocketing the $.25 that the teller drawer was over.

C.) Making personal phone calls during working hours.

D.) All of the above



Answer: D.) All of the above.

It is your responsibility to upgrade the software program on your computer for Office 97 to Office 2000. The least time-consuming method to perform this function would be to:

It is your responsibility to upgrade the software program on your computer for Office 97 to Office 2000. The least time-consuming method to perform this function would be to:



A.) Install Office 200, then remove Office 97

B.) Remove Office 97, then install Office 2000

C.) Install Office 2000, answering the prompts for computer to remove Office 97

D.) Notify a system analyst.



Answer: C.) Install Office 2000, answering the prompts for computer to remove Office 97

Which of the following BEST illustrates the need to maintain confidentiality and sensitivity of company information.

Which of the following BEST illustrates the need to maintain confidentiality and sensitivity of company information.



A.) You might embarrass the company and cause a financial loss.

B.) There might be disciplinary action taken against you.

C.) The company might be sued.

D.) Customers may lose confidence in your company.



Answer: D.) Customers may lose confidence in your company.

Which of the following is NOT true when filling out a preprinted form?

Which of the following is NOT true when filling out a preprinted form?



A.) Make sure all information is up-to-date and accurate.

B.) Write legibly with black ink.

C.) Do not leave any area blank.

D.) Write legibly with a pencil.



Answer: D.) Write legibly with a pencil.

Which of the following is TRUE of the four major categories of quality costs?

Which of the following is TRUE of the four major categories of quality costs?



a. An increase in internal failure costs will decrease external failure costs.

b. An increase in prevention costs will decrease appraisal costs.

c. Savings in external failure costs will generate a larger savings than improvement in any other category.

d. An increase in appraisal costs will decrease internal failure costs.



Answer: b. An increase in prevention costs will decrease appraisal costs.

Which of the following is NOT a prevention cost?

Which of the following is NOT a prevention cost?



a. Process control costs

b. Inspection costs

c. Quality planning costs

d. Training costs



Answer: b. Inspection costs

Which of the following statements about traditional accounting systems is INCORRECT?

Which of the following statements about traditional accounting systems is INCORRECT?



a. They present an inadequate picture of manufacturing efficiency.

b. They attach no value to rework or bottlenecks that impede processing.

c. They allocate overhead costs to the products and services that use them.

d. They usually are not structured to capture important cost-of-quality data



Answer: c. They allocate overhead costs to the products and services that use them.

A judge rules that a lawn mower manufacturer must pay a liability settlement to a consumer who was injured using a defectively produced lawn mover. The cost of the settlement represents what type of cost to the manufacturer?

A judge rules that a lawn mower manufacturer must pay a liability settlement to a consumer who was injured using a defectively produced lawn mover. The cost of the settlement represents what type of cost to the manufacturer?



a. Prevention

b. Internal failure

c. Appraisal

d. External failure



Answer: d. External failure

Inspection is:

Inspection is:



a. an appraisal cost.

b. a prevention cost.

c. an internal failure cost.

d. an external failure cost.



Answer: a. an appraisal cost.

Better prevention of poor quality:

Better prevention of poor quality:



a. reduces internal and external failure costs, and increases appraisal cost.

b. reduces internal and external failure costs, and does not affect appraisal cost.

c. reduces external failure cost, does not affect internal failure cost, and increases appraisal cost.

d. reduces internal and external failure costs and appraisal cost



Answer: d. reduces internal and external failure costs and appraisal cost.

Which of the following is NOT an external failure cost?

Which of the following is NOT an external failure cost?



a. Scrap and rework costs

b. Costs due to customer complaints

c. Product recall costs

d. Product liability costs



Answer: a. Scrap and rework costs

The term 'dpmo' stands for:

The term 'dpmo' stands for:



a. defective parts manufactured on-site.

b. data processing for manufacturing operations.

c. defects per million opportunities.

d. design, production, and marketing organization.



Answer: c. defects per million opportunities.

For most companies embarking on a quality cost program, management typically finds that actual costs, in order of highest to lowest, are:

For most companies embarking on a quality cost program, management typically finds that actual costs, in order of highest to lowest, are:



a. external failure, internal failure, appraisal, and prevention.

b. internal failure, external failure, prevention, and appraisal.

c. internal failure, prevention, external failure, and appraisal.

d. External failure, prevention, internal failure, and appraisal.



Answer: a. external failure, internal failure, appraisal, and prevention.

An inspector at a shirt manufacturer discovered that over fifteen hundred shirts were manufactured with incorrect buttons. The manufacturer sold the shirts at 70% of the normal price to a retailer who specializes in "factory seconds." The revenue lost by the manufacturer is considered:

An inspector at a shirt manufacturer discovered that over fifteen hundred shirts were manufactured with incorrect buttons. The manufacturer sold the shirts at 70% of the normal price to a retailer who specializes in "factory seconds." The revenue lost by the manufacturer is considered:



a. a prevention cost.

b. an appraisal cost.

c. an internal failure cost.

d. an external failure cost



Answer: c. an internal failure cost.

The cost associated with unplanned machine downtime, when operators halt the production line after identifying an unacceptably high rate of defective output, should be classified as:

The cost associated with unplanned machine downtime, when operators halt the production line after identifying an unacceptably high rate of defective output, should be classified as:



a. a prevention cost.

b. an internal quality cost.

c. an internal failure cost.

d. a reactive failure cost



Answer: c. an internal failure cost.

Practical guidelines for designing a performance measurement system include all of the following EXCEPT that:

Practical guidelines for designing a performance measurement system include all of the following EXCEPT that:



a. multiple indexes can be combined into one index.

b. measures should start at the top and flow down to all organizational levels.

c. measuring more variables is better than fewer variables.

d. measures should include a mix of the past, present, and future



Answer: c. measuring more variables is better than fewer variables.

A common process-level measurement, extensively used in Six Sigma environments, is _____ - the probability that a unit can pass through a series of process steps without defects.

A common process-level measurement, extensively used in Six Sigma environments, is _____ - the probability that a unit can pass through a series of process steps without defects.



a. zero defects

b. zero deviance

c. rolled throughput yield

d. normalized yield



Answer: c. rolled throughput yield

Which of the following questions is NOT asked in the "Evaluate the performance measures to ensure their usefulness" stage to generate useful process performance measures?

Which of the following questions is NOT asked in the "Evaluate the performance measures to ensure their usefulness" stage to generate useful process performance measures?



a. Are measurements taken at critical points where value-adding activities occur?

b. Is it feasible to obtain the data needed for each measure?

c. Have operational definitions for each measurement been established?

d. What deviations can occur?



Answer: d. What deviations can occur?

____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the enterprise.

____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the enterprise.



a. Customer relationship management

b. Enterprise resource planning

c. Application service provider

d. Client-Server



Answer: b. Enterprise resource planning

Analysts examined the relationship between satisfaction levels and repeat sales at McGregor Buy & Save. They found that 88 percent of repeat purchases came from satisfied or very satisfied customers. They found that a one percentage point in overall satisfaction could bring in 6 million in repeat sales annually. This analysis is an example of:

Analysts examined the relationship between satisfaction levels and repeat sales at McGregor Buy & Save. They found that 88 percent of repeat purchases came from satisfied or very satisfied customers. They found that a one percentage point in overall satisfaction could bring in 6 million in repeat sales annually. This analysis is an example of:



a. defect ratio.

b. zero budgeting.

c. cost-benefit analysis.

d. interlinking.



Answer: interlinking.

To reduce the inconsistency in calculating quality issues in products and processes, Six Sigma uses the measure of:

To reduce the inconsistency in calculating quality issues in products and processes, Six Sigma uses the measure of:



a. defects per million units (dpmu).

b. errors per million opportunities (epmo).

c. defects per million opportunities (dpmo).

d. errors per six million opportunities (epsmu)



Answer: d. errors per six million opportunities (epsmu)

The acronym SMART used to characterize good measures and indicators is expanded as:

The acronym SMART used to characterize good measures and indicators is expanded as:



a. short, modified, accurate, reachable, and testable.

b. simple, measurable, actionable, related, and timely.

c. superior, median, achievable, rational, and typical.

d. smart, movable, applicable, reasonable, and temporal.



Answer: b. simple, measurable, actionable, related, and timely.

A unit of work is the:

A unit of work is the:



a. measure of work in a manufacturing facility.

b. basis of calculating wages in production units.

c. output of a process or an individual process step.

d. the smallest task beyond which work cannot be simplified.



Answer: c. output of a process or an individual process step.

Regulatory or legal compliance is an example of a:

Regulatory or legal compliance is an example of a:



a. financial outcome.

b. leadership outcome.

c. workforce-focused outcome.

d. process effectiveness outcome.



Answer: b. leadership outcome.

Which of the following is NOT a supply chain indicator?

Which of the following is NOT a supply chain indicator?



a. Reductions in inventory and incoming inspections

b. Increases in quality and productivity

c. Product and process yields

d. Third-party assessment results



Answer: c. Product and process yields

Which of the following is NOT TRUE regarding effective performance measures?

Which of the following is NOT TRUE regarding effective performance measures?



a. They should be driven by internal and external factors that shape an organization's operating environment.

b. They should logically be tied to key business drivers.

c. They should be aligned with strategies and action plans.

d. They should follow the guidelines in the Baldrige Criteria.



Answer: d. They should follow the guidelines in the Baldrige Criteria.

Operational improvement is an example of a:

Operational improvement is an example of a:



a. customer-focused outcome.

b. process effectiveness outcome.

c. leadership outcome.

d. financial and market outcome.



Answer: b. process effectiveness outcome.

Marketplace performance indicators could include all of the following EXCEPT:

Marketplace performance indicators could include all of the following EXCEPT:



a. measures of business growth.

b. new product and geographic markets entered

c. percentage of new product sales as appropriate.

d. customer surveys on product and service performance.



Answer: d. customer surveys on product and service performance.

Response time is an example of a:

Response time is an example of a:



a. service outcome.

b. workforce-focused outcome.

c. customer-focused outcome.

d. financial and market outcome.



Answer: a. service outcome.

Perceived value is an example of a:

Perceived value is an example of a:



a. customer-focused outcome.

b. service outcome.

c. financial and market outcome.

d. process-effectiveness outcome



Answer: a. customer-focused outcome.

A good balanced scorecard should contain:

A good balanced scorecard should contain:



a. lagging measure only.

b. leading measures only.

c. both lagging and leading measures.

d. neither lagging nor leading measures.



Answer: c. both lagging and leading measures.

Companies that recognize the importance of reliable and appropriate data and information practice all of the following activities EXCEPT:

Companies that recognize the importance of reliable and appropriate data and information practice all of the following activities EXCEPT:



a. development of a comprehensive set of performance indicators.

b. continuous refining of information sources and their uses.

c. ensuring that hardware and software systems are user-friendly.

d. collecting and analyzing data by quality control departments perform the collection and analysis of data.



Answer: d. collecting and analyzing data by quality control departments perform the collection and analysis of data.

At the _____ level, operational performance data such as yields, cycle times, and productivity measures help middle managers determine accomplishment of their objectives, whether they are using resources effectively, and where improvement might be necessary.

At the _____ level, operational performance data such as yields, cycle times, and productivity measures help middle managers determine accomplishment of their objectives, whether they are using resources effectively, and where improvement might be necessary.



a. individual

b. process

c. organization

d. industry



Answer: b. process

Which of the following is NOT a benefit derived from good data and information management?

Which of the following is NOT a benefit derived from good data and information management?



a. Workers obtain concrete feedback on their performance.

b. Operational cost are lowered due to better planning and improvement actions.

c. Large quantities of data-laden reports are generated.

d. Indicators provide effective measurement of customer service levels.



Answer: c. Large quantities of data-laden reports are generated

If a company finds that the level of employee satisfaction appears to predict turnover, then employee satisfaction represents ______ measure while turnover represents ______ measure.

If a company finds that the level of employee satisfaction appears to predict turnover, then employee satisfaction represents ______ measure while turnover represents ______ measure.



a. a leading, a lagging

b. a prescriptive, a predictive

c. a dependent, an independent

d. a prevention, an appraisal



Answer: a. a leading, a lagging

Data and information support management at different levels. Which of the following is NOT an example of data at the individual level that helps provide real-time information for feedback and process control?

Data and information support management at different levels. Which of the following is NOT an example of data at the individual level that helps provide real-time information for feedback and process control?



a. Quality performance

b. Adherence to schedules

c. Costs of operations

d. Productivity measures



Answer: d. Productivity measures

Which of the following is NOT a step in concept engineering?

Which of the following is NOT a step in concept engineering?



a. Understanding the customer's environment

b. Converting understanding into requirements

c. Operationalizing what has been learned

d. Product development



Answer: d. Product development

_____ is a planning process to guide the design, manufacturing, and marketing of goods by integrating the voice of the customer throughout the organization.

_____ is a planning process to guide the design, manufacturing, and marketing of goods by integrating the voice of the customer throughout the organization.



a. Design for Six Sigma

b. Quality function deployment

c. Design for manufacturability

d. Quality concept development



Answer: b. Quality function deployment

The first question one must ask during concept development is:

The first question one must ask during concept development is:



a. What is the product (good or service) intended to do?

b. What should be the USP (unique selling proposition) of the product/service?

c. What is the profile of the target customer?

d. How can the product/service fit into existing processes?



Answer: a. What is the product (good or service) intended to do?

DMADV stands for:

DMADV stands for:



a. Define, Measure, Adapt, Deploy, and Verify.

b. Design, Monitor, Assess, Deploy, and Verify.

c. Develop, Measure, Assess, Deliver, and Verify.

d. Define, Measure, Analyze, Design, and Verify.



Answer: d. Define, Measure, Analyze, Design, and Verify.

The analyze step in the DMADV process is focused on:

The analyze step in the DMADV process is focused on:



a. concept development.

b. detailed specifications, design reviews, and approvals.

c. prototype development and testing and implementation planning.

d. defining the issue to be addressed.



Answer: a. concept development.

____ is the process of applying scientific, engineering, and business knowledge to produce a basic functional design that meets both customer needs and manufacturing or service delivery requirements.

____ is the process of applying scientific, engineering, and business knowledge to produce a basic functional design that meets both customer needs and manufacturing or service delivery requirements.



a. Concurrent engineering

b. Concept development

c. Product development

d. DFSS



Answer: b. Concept development

___ is a process in which all major functions involved with bringing a product to market are continuously involved with product development from conception through sales.

___ is a process in which all major functions involved with bringing a product to market are continuously involved with product development from conception through sales.



a. Concurrent engineering

b. Non-linear engineering

c. 360-degree designing

d. Bottom-up engineering



Answer: a. Concurrent engineering

The functions of multifunctional teams involved in concurrent engineering are all of the following EXCEPT to:

The functions of multifunctional teams involved in concurrent engineering are all of the following EXCEPT to:



a. develop the concept and decide what design methods and production methods are appropriate.

b. analyze product functions so that all design decisions are focused on the customer.

c. determine whether the design can be improved without affecting performance.

d. conduct market evaluations and collate data to enhance the design and delivery system.



Answer: d. conduct market evaluations and collate data to enhance the design and delivery system.

_____ represents a set of tools and methodologies used in the product development process for ensuring that goods and services will meet customer needs and achieve performance objectives, and that the processes used to make and deliver them achieve Six Sigma capability.

_____ represents a set of tools and methodologies used in the product development process for ensuring that goods and services will meet customer needs and achieve performance objectives, and that the processes used to make and deliver them achieve Six Sigma capability.



a. Concept engineering

b. Design for Six Sigma

c. Concurrent engineering

d. Deming tools


Answer: C. Concurrent engineering

Which of the following activities is NOT part of DFSS?

Which of the following activities is NOT part of DFSS?



a. Concept development

b. Product development

c. Design optimization

d. Design verification



Answer: b. Product development

If no serious problems are found, the company releases the product to manufacturing or service delivery teams at this stage in the product development process.

If no serious problems are found, the company releases the product to manufacturing or service delivery teams at this stage in the product development process.



a. Preliminary concept development

b. Product/Process development

c. Full-scale production

d. Market introduction



Answer: c. Full-scale production

The reliability function for a component is R(T) = e-λ

The reliability function for a component is R(T) = e-λ

T

This function represents:



a. the probability that the component will not fail within λ T time units.

b. the probability that the component will not fail within T time units.

c. the expected remaining time until the component fails.age 32 of 35

d. the expected total time the component will survive.



Answer: b. the probability that the component will not fail within T time units.

Six units were tested over an 80-hour period. One unit failed after 5 hours and a second unit failed after 60 hours. The remaining four units performed satisfactorily until the end of the test. The failure rate is:

Six units were tested over an 80-hour period. One unit failed after 5 hours and a second unit failed after 60 hours. The remaining four units performed satisfactorily until the end of the test. The failure rate is:



a. 0.0052 units/hour.

b. 0.0250 units/hour

c. 0.0308 units/hour.

d. 0.1354 units/hour.



Answer: a. 0.0052 units/hour.

The acronym MTBF stands for:

The acronym MTBF stands for:



a. minimum time between failures.

b. minimum time before failure.

c. maximum time before failure.

d. mean time between failures



Answer: d. mean time between failures

Determine the probability that a three-component series system will survive for 200 hours if the individual components have failure rates of 0.003, 0.004, and 0.001 per hour, respectively. Assume the reliability function is exponential.

Determine the probability that a three-component series system will survive for 200 hours if the individual components have failure rates of 0.003, 0.004, and 0.001 per hour, respectively. Assume the reliability function is exponential.



a. 0.064

b. 0.202

c. 0.992

d. 0.996



Answer: b. 0.202

A reliability of 0.98 means that, on average:

A reliability of 0.98 means that, on average:



a. 98% of items will fail to perform as expected.

b. 98 of 1000 items will fail to perform as expected.

c. 98 of 100 items will perform as expected.

d. .02 of 100 items will fail to perform as expected.



Answer: c. 98 of 100 items will perform as expected.

Reliability is expressed in terms of:

Reliability is expressed in terms of:



a. number of failures.

b. probability.

c. time period.

d. an index.



Answer: b. probability.

Consider a process that is centered at nominal. The manufacturing specifications are: nominal is 'a' and tolerance is 'plus or minus a/8'. Which of the following Cpk values reflects the largest process standard deviation?

Consider a process that is centered at nominal. The manufacturing specifications are: nominal is 'a' and tolerance is 'plus or minus a/8'. Which of the following Cpk values reflects the largest process standard deviation?



a. 1.0

b. 1.5

c. 2.0

d. 2.5



Answer: a. 1.0

A bottling machine fills soft drink bottles with an average of 12.000 ounces with a standard deviation of 0.002 ounces. Determine the process capability index, Cp, if the design specification for the fill weight of the bottles is 12.000 ounces plus or minus 0.015 ounces.

A bottling machine fills soft drink bottles with an average of 12.000 ounces with a standard deviation of 0.002 ounces. Determine the process capability index, Cp, if the design specification for the fill weight of the bottles is 12.000 ounces plus or minus 0.015 ounces.



a. 1.25

b. 2.5

c. 7.5

d. 12.5



Answer: b. 2.5

When stating a manufacturing specification, _____ refers to the ideal dimension or the target value that manufacturing seeks to meet and _____ refers to the permissible variation, recognizing the difficulty of meeting a target consistently.

When stating a manufacturing specification, _____ refers to the ideal dimension or the target value that manufacturing seeks to meet and _____ refers to the permissible variation, recognizing the difficulty of meeting a target consistently.



a. accuracy, precision

b. nominal, toleranceage 29 of 35

c. repeatability, reproducibility

d. conformance value, noise



Answer: b.nominal, tolerance

Which of the following statements is INCORRECT regarding quality function deployment?

Which of the following statements is INCORRECT regarding quality function deployment?



a. It reduces the time for new product development.

b. It allows companies to simulate the effects of new design ideas.

c. It is a useful tool for competitive analysis by top management.age 28 of 35

d. It is a means for deploying quality assurance throughout the production process.



Answer: d. It is a means for deploying quality assurance throughout the production process.

The first step in building the House of Quality is to:

The first step in building the House of Quality is to:



a. identify customer requirements.

b. evaluate the competition.

c. identify technical requirements.

d. identify selling points



Answer: a. identify customer requirements.

The roof of the House of Quality shows the interrelationships between:

The roof of the House of Quality shows the interrelationships between:



a. technical requirements.

b. customer requirements and technical requirements.

c. cost requirements and profit requirements.

d. customer requirements.



Answer: a. technical requirements.

The acronym "QFD" stands for:

The acronym "QFD" stands for:



e. quality forming dimensions.

f. quality function deployment.

g. quality feedback dissemination.

h. quality focused design.



Answer: f. quality function deployment.

Given the following Taguchi loss function and specifications, determine the estimated loss if the quality characteristic under study takes on a value of 6.30 inches.

Given the following Taguchi loss function and specifications, determine the estimated loss if the quality characteristic under study takes on a value of 6.30 inches.


Taguchi loss function: L(x) = 8,500(x-T)2 

Specifications (in inches): 6.00 ± 0.25.age 27 of 35



a. $765.00

b. $2,550.00

c. $21.25

d. $1,349.21



Answer: a. $765.00

A product's quality characteristic has a specification (in inches) of 0.200 ± 0.020. If the value of the quality characteristic exceeds 0.200 by the tolerance of 0.020 on either side, the product will require a repair of $150. The Taguchi loss function for this example is given by:

A product's quality characteristic has a specification (in inches) of 0.200 ± 0.020. If the value of the quality characteristic exceeds 0.200 by the tolerance of 0.020 on either side, the product will require a repair of $150. The Taguchi loss function for this example is given by:



a. L(x) = 60(x-T)2

b. L(x) = 150(x-T)

c. L(x) = 375,000(x-T)2

d. L(x) = 30(x-T)2



Answer: c.L(x) = 375,000(x-T)2

Which of the following is NOT a feature of Kaizen blitz teams?

Which of the following is NOT a feature of Kaizen blitz teams?



a. It is comprised of employees from all areas involved in the process.

b. Compared to other approaches, this is long-term approach.

c. The team can implement changes on the spot.

d. Improvement is immediate and satisfying for all those involved in the process



Answer: Compared to other approaches, this is long-term approach

A _____ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period, as opposed to traditional applications, which are performed on a part-time basis.

A _____ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period, as opposed to traditional applications, which are performed on a part-time basis.



a. continuous improvement team

b. quality circle

c. kaizen blitz

d. poka-yoke



Answer: Kaizen blitz

The four stages (PDSA) of the Deming cycle are:

The four stages (PDSA) of the Deming cycle are:



a. plan, do, study, and act.

b. product, delivery, systems, and accounts.

c. plan, discuss, structure, and assess.

d. prepare, deliver, simplify, and act.



Answer: Plan, Do, Study, and Act

The major obstacle in describing and classifying the behavioral observations is:

The major obstacle in describing and classifying the behavioral observations is:



a. the lack of management involvement in driving customer-facing skills.

b. identifying instances of behavioral inconsistencies.

c. developing operational definitions of behavioral characteristics.

d. the resistance of the frontline workforce to such classifications.



Answer: Developing operational definitions of behavioral characteristics

Customer errors _____ stage of a service include failure to signal service inadequacies, to learn from experience, to adjust expectations, and to execute appropriate post-encounter actions.

Customer errors _____ stage of a service include failure to signal service inadequacies, to learn from experience, to adjust expectations, and to execute appropriate post-encounter actions.



a. at the delivery

b. at the resolution

c. in the preparation

d. during an encounter



Answer: At the resolution

Which one of the following is NOT one of the three levels of mistake-proofing?

Which one of the following is NOT one of the three levels of mistake-proofing?



a. Designing potential errors out of the process.

b. Identifying potential defects and stopping a process before the defect is produced.

c. Training the workforce in implementing and monitoring the modified process.

d. Finding defects that enter or leave a process.



Answer: Training the workforce in implementing and monitoring the modified process

Poka-yoke is:

Poka-yoke is:



a. an approach for mistake-proofing processes.

b. a Japanese organizational hierarchy.

c. an error-detection machine used in engineering industries.

d. a computer program used in streamlining processes.



Answer: An approach for mistake-proofing processes

Poka-yoke focuses on two aspects:

Poka-yoke focuses on two aspects:



a. design and control.

b. prediction and detection.

c. production and delivery.

d. machine errors and human errors.



Answer: Prediction and detection

Which of the following does NOT represent a service standard?

Which of the following does NOT represent a service standard?



a. Ninety five percent of customers checked in within three minutes of arrival.

b. Hamburger fat content of 98 percent plus or minus one percent.

c. Airplane departure plus or minus 15 minutes from scheduled time.

d. Telephone answered within five seconds of first ring.



Answer: Hamburger fat content of 98 percent plus or minus one percent

Any process control system has all of the following EXCEPT:

Any process control system has all of the following EXCEPT:


a. a backup process.

b. comparison of actual results with the standard

c. a means of measuring accomplishment.

d. a standard or goal.



Answer: A backup process

Which of the following is NOT TRUE regarding kaizen?

Which of the following is NOT TRUE regarding kaizen?



a. Kaizen requires substantial investment to fund cutting-edge innovation.

b. Kaizen is different than reengineering.

c. Kaizen concentrates on small, gradual improvements over the long term.

d. Any improvement activity is a part of the kaizen philosophy.



Answer: Kaizen requires substantial investment to fund cutting-edge innovation

Which of the following is NOT a goal in designing a service?

Which of the following is NOT a goal in designing a service?



a. The goal is to provide a service whose elements are internally consistent.

b. The service is directed at meeting the needs of a specific target market segment.

c. Too much or too little emphasis on one component is encouraged as a differentiator in the market.

d. Services differ in the degree of customer contact and interaction, labor intensity, and customization.



Answer: Too much or too little emphasis on one component is encouraged as a differentiator in the market

In the context of process management, _____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance, whereas _____ implies enhancing performance.

In the context of process management, _____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance, whereas _____ implies enhancing performance.



a. performance, innovation

b. control, improvement

c. inspection, anticipation

d. standardization, customization



Answer: Control; Improvement

Which of the following terms best describes kaizen?

Which of the following terms best describes kaizen?



a. Concurrent engineering

b. Continuous improvement

c. Innovation

d. Statistical process control



Answer: Continuous Improvement

Documenting a process involves all of the following EXCEPT:

Documenting a process involves all of the following EXCEPT:



a. defining workforce distribution.

b. describing how it is performed.

c. developing a process "map" or flowchart.

d. writing standard operating procedures and work instructions.



Answer: Defining workforce distribution

Which of the following is NOT TRUE of process owners?

Which of the following is NOT TRUE of process owners?



a. They are accountable for process performance.

b. They have the authority to manage and improve their process.

c. They may range from high-level executives to workers in the shop floor.

d. They assign sub-owners to manage the process and optimize its effectiveness.



Answer: They assign sub-owners to manage the process and optimize its effectiveness

Enablers of agility include all of the following EXCEPT:

Enablers of agility include all of the following EXCEPT:



a. detachment from customers.

b. empowerment of employees as decision makers.

c. close supplier and partner relationships.

d. breakthrough improvement.



Answer: Detachment from customers

Which of the following is TRUE?

Which of the following is TRUE?



a. Process improvement is more efficiently undertaken within one organizational function.

b. Process improvement does not affect traditional organizational structures.

c. Processes generally cut across traditional organizational functions.

d. Process improvement is an operational decision, not a strategic decision.



Answer: Processes generally cut across traditional organizational functions

Process management consists of:

Process management consists of:



a. design, installation, and improvement.

b. design, control, and improvement.

c. design, control, and standardization.

d. analysis, control, and improvement.



Answer: Design, Control, Improvement

Which of the following is TRUE of support processes?

Which of the following is TRUE of support processes?



a. Support processes are those that are most important to an organization's value- creation processes.

b. They provide infrastructure and add value directly to the product or service.

c. Support processes do not include administrative services.

d. Value creation processes require a higher level of attention than do support processes.



Answer: They provide infrastructure and add value directly to the product or service

Which of the following is NOT a characteristic of a Six Sigma project?

Which of the following is NOT a characteristic of a Six Sigma project?



a. A problem to be solved.

b. A process in which the problem exists.

c. A customer-panel to assess incremental improvements at different stages of the implementation.

d. One or more measures that quantify the gap to be closed and can be used to monitor progress.



Answer: A customer-panel to asses incremental improvements at different stages of the implementation

____ refers to rapid changeover of tooling and fixtures in machine shops so that multiple products in smaller batches can be run on the same equipment.

____ refers to rapid changeover of tooling and fixtures in machine shops so that multiple products in smaller batches can be run on the same equipment.



a. Single minute exchange of dies

b. Total productive maintenance

c. Pull production

d. Efficient layout and standardized work



Answer: Single minute exchange of dies

_____ is used to interpret scatter diagrams.

_____ is used to interpret scatter diagrams.



a. Process mapping

b. Benchmarking

c. Statistical correlation analysis

d. Cause and effect analysis



Answer: Statistical correlation analysis

_____ focuses on the elimination of waste in all forms, including defects requiring rework, unnecessary processing steps, unnecessary movement of materials or people, waiting time, excess inventory, and overproduction.

_____ focuses on the elimination of waste in all forms, including defects requiring rework, unnecessary processing steps, unnecessary movement of materials or people, waiting time, excess inventory, and overproduction.



a. Lean approach

b. Six Sigma

c. Deming Quality Circles

d. Kaizen



Answer: Lean approach

Lean approaches focus on:

Lean approaches focus on:



a. innovation in product designs.

b. the elimination of waste in all forms.

c. employee involvement in process designing.

d. eliminating value-added activities in the process.



Answer: The elimination of waste in all forms

____ is defined as "that condition (or interrelated set of conditions) having allowed or caused a defect to occur, which once corrected properly, permanently prevents recurrence of the defect in the same, or subsequent, product or service generated by the process."

____ is defined as "that condition (or interrelated set of conditions) having allowed or caused a defect to occur, which once corrected properly, permanently prevents recurrence of the defect in the same, or subsequent, product or service generated by the process."



a. Design error

b. Defect

c. Problem

d. Root cause



Answer: Root cause

Efficiency problems:

Efficiency problems:



a. involve designing new processes or substantially revising existing processes.

b. result from unsatisfactory performance by a poorly specified system.

c. involve designing new products that better satisfy user needs.

d. result from unsatisfactory performance from the standpoint of stakeholders other than customers.



Answer: Result from unsatisfactory performance by a poorly specified system

The "5 Why" technique is useful in identifying:

The "5 Why" technique is useful in identifying:



a. important symptoms of a problem.

b. the importance of a problem.

c. a suitable solution to a problem.

d. the root cause of a problem.



Answer: The root cause of a problem

Six Sigma represents a quality level of at most:

Six Sigma represents a quality level of at most:



a. 1.5 defects per million opportunities.

b. 2.0 defects per million opportunities.

c. 3.4 defects per million opportunities.

d. 4.5 defects per million opportunities.



Answer: 3.4 defects per million opportunities

The Six-Sigma problem solving approach contains the phases of:

The Six-Sigma problem solving approach contains the phases of:



a. detect, measure, analyze, improve, and control.

b. define, measure, analyze, implement, and control.

c. define, monitor, analyze, improve, and confirm.

d. define, monitor, analyze, implement, and control.



Answer: detect, measure, analyze, improve, and control.

The three stages of the systems engineering life cycle model are as follows

The three stages of the systems engineering life cycle model are as follows



A. Needs analysis, operational analysis, and disposal

B. Requirements analysis, risk management and operational support

C. Concept exploration, testing and rapid prototyping

D. Concept development, engineering development and post development



Answer: D

The principle objectives of the concept development stage are to

The principle objectives of the concept development stage are to



A. Establish there is a valid need for a new system

B. Explore potential system concepts

C. Develop any new technology required and validate its capability to meet requirements

D. All



Answer: D

Two phases that produce the greatest risk reduction

Two phases that produce the greatest risk reduction



A. Operations and support

B. Integrations and production

C. Risk assessment and mitigation

D. Concept exploration and advanced development



Answer: D

What is a benefit of configuration management?

What is a benefit of configuration management?



A. Reduces confusion and establishes order

B. Ensures correct product configurations

C. Enhances compliance with standards

D. All of the above



Answer: D

The process of determining whether a model or simulation implementation is transformed from one phase of development to another in a way that is consistent with the documented requirements and specifications

The process of determining whether a model or simulation implementation is transformed from one phase of development to another in a way that is consistent with the documented requirements and specifications



A. Verification

B. Forecasting

C. Accreditation

D. Standardization



Answer: A

A G/N/2/4 queue always has

A G/N/2/4 queue always has



A. Exponentially distributed inter arrival times

B. Normal distributed service times

C. Two busy servers

D. less than five customers



Answer: D

Simulation experiments modeling a nonterminating system are often biased by the empty and idle start up conditions. Which is NOT a viable method to deal with initial condition bias

Simulation experiments modeling a nonterminating system are often biased by the empty and idle start up conditions. Which is NOT a viable method to deal with initial condition bias



A. Discard statistics gathered during start up

B. Perform a statistically significant number of replications

C. Run the experiment for a long period such that the steady state statistics overwhelm

D. Initialize the experiment states and condition such that start up conditions are representative of those of steady state



Answer: B

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