According to the text, the typical difference between "quality circles" and "continuous

improvement teams" is that:

Select one:

a.
continuous improvement teams only work on product design whereas quality circles
focus on both product and process design.

b.
there is no difference-they are the same.

c.
quality circles tend to have less authority.

d.
quality circles are more structured and formal.

e.
continuous improvement teams use only engineers while quality circles use just the
workers doing the work
Feedback
The correct answer is: quality circles tend to have less authority.

A chart showing the number of occurrences by category would be used in:

Select one:

a.
interviewing.

b.
benchmarking.

c.
none of the choices.

d.
a Pareto analysis.

e.
cause-and-effect diagrams.
Feedback
The correct answer is: a Pareto analysis.

A fishbone diagram would be used to:

Select one:

a.
diagram the key steps, or "bones" in a process.

b.
categorize potential causes of a problem.

c.
plot the relationship between two causes of a problem.

d.
plot the frequency of problems.

e.
plot the effects of problems over time.
Feedback
The correct answer is: categorize potential causes of a problem.

A quality improvement technique that involves the sharing of thoughts and ideas in a
way that encourages unrestrained collective thinking is:
Select one:

a.
a Pareto analysis.

b.
brainstorming.

c.
a check sheet.

d.
benchmarking.

e.
a control chart.
Feedback
The correct answer is: brainstorming.

A run chart is used to:

Select one:

a.
none of the choices.

b.
list the potential causes of a problem.

c.
identify the primary source of a problem.

d.
track the values of a variable over time.

e.
collect and organize data by categories.
Feedback
The correct answer is: track the values of a variable over time.

Asking questions about the current process in the hope that it will lead to important
insights about why the current process isn't working as well as it could is called:
Select one:

a.
using quality circles.

b.
none of the choices.

c.
a PDSA cycle.

d.
the 5W2H approach.
e.
benchmarking.
Feedback
The correct answer is: the 5W2H approach.

Cause-and-effect diagrams are sometimes called:

Select one:

a.
flow diagrams

b.
scatter diagrams

c.
Ishikawa diagrams and or fishbone diagrams

d.
control charts

e.
histogram
Feedback
The correct answer is: Ishikawa diagrams and or fishbone diagrams

Costs related to inspections, testing, test equipment, and labs are examples of:
Select one:

a.
replacement costs.

b.
prevention costs.

c.
internal failure costs.
d.
appraisal costs.

e.
external failure costs.
Feedback
The correct answer is: appraisal costs.

Defective material from suppliers and lost production time are examples of:
Select one:

a.
replacement costs.

b.
appraisal costs.

c.
external failure costs.

d.
prevention costs.

e.
internal failure costs.
Feedback
The correct answer is: internal failure costs.

Excellence Canada has divided its quality certification into how many stages or levels?
Select one:

a.
3

b.
2

c.
1
d.
4

e.
5
Feedback
The correct answer is: 4

Excellence Canada has divided its quality certification into stages or levels? What is the
top level for the award?
Select one:

a.
Silver

b.
Platinum

c.
Bronze

d.
Copper

e.
Gold
Feedback
The correct answer is: Platinum

Focusing attention on the most important problem areas is referred to as:

Select one:

a.
cause-and-effect analysis.

b.
quality assurance.

c.
benchmarking.
d.
Pareto analysis.

e.
5W2H approach.
Feedback
The correct answer is: Pareto analysis.

Groups of workers who meet informally to discuss ways to improve products or

processes are called:
Select one:

a.
continuous improvement teams.

b.
brainstorming teams.

c.
quality circles.

d.
benchmarking teams.

e.
quality teams.
Feedback
The correct answer is: quality circles.

Monitoring, testing, and correcting quality problems after they occur is known as:
Select one:

a.
Conformance

b.
Quality control
c.
Perceived quality

d.
Quality assurance

e.
Continuous improvement
Feedback
The correct answer is: Quality control

Pareto charts, cause-and-effect diagrams and design of experiments are used in which
step of the problem solving process for quality improvement?
Select one:

a.
Problem analysis

b.
Defining the problem

c.
Implementing solutions

d.
Monitoring solutions to see if they accomplish goals.

e.
Data collection
Feedback
The correct answer is: Problem analysis

Quality planning and administration, quality training, and quality control procedures are
examples of:
Select one:

a.
internal failure costs.
b.
prevention costs.

c.
appraisal costs.

d.
external failure costs.

e.
replacement costs.
Feedback
The correct answer is: prevention costs.

Relative to traditional organizations, TQM involves:

Select one:

a.
focusing on only internal systems and relationships

b.
100% inspection to guarantee quality

c.
viewing suppliers as partners based on collaborative relations.

d.
greater orientation towards product rather than processes

e.
more narrowly focused, specialized individual jobs
Feedback
The correct answer is: viewing suppliers as partners based on collaborative relations.

Six Sigma quality refers to having a very capable and precise processes that make only
_____ or _____ defects per million parts produced.
Select one:

a.
1 or 2
b.
199 or 200

c.
99 or 100

d.
9 or 10

e.
3 or 4
Feedback
The correct answer is: 3 or 4

Step 4 in the basic steps used in problem solving is Generate Potential Solutions. What
is this step intended to identify?
Select one:

a.
Root cause

b.
The appropriate measurement tool

c.
The problem

d.
Possible problems

e.
The solution to the problem
Feedback
The correct answer is: Root cause

The "5W2H approach" involves problem solving based on:

Select one:

a.
asking questions about a problem.

b.
examining 5 "wants" and 2 "haves."

c.
using teams of 5 keyworkers, and 2 helpers.

d.
a five step problem solving process followed by a two stage implementation.

e.
quantifying problems based on "weight" (impact) and "how" (solutions).
Feedback
The correct answer is: asking questions about a problem.

The basic steps in the PDSA cycle do not include:

Select one:

a.
plan

b.
act

c.
do

d.
study

e.
delegate
Feedback
The correct answer is: delegate

The process of identifying other organizations that are best at some facet of your
operations, and then modeling your organization after them is known as:
Select one:
a.
benchmarking.

b.
parody.

c.
industrial espionage.

d.
employee empowerment.

e.
continuous improvement.
Feedback
The correct answer is: benchmarking.

The quality control improvement tool which distinguishes between the "important few"
and the "trivial many" is:
Select one:

a.
cause-and-effect diagrams.

b.
check sheets.

c.
a Pareto analysis.

d.
benchmarking.

e.
a process flow diagram.
Feedback
The correct answer is: a Pareto analysis.
The quality control improvement tool which resembles a "fishbone" is:
Select one:

a.
scatter diagrams.

b.
a Pareto analysis.

c.
check sheets.

d.
run charts.

e.
cause-and-effect diagrams.
Feedback
The correct answer is: cause-and-effect diagrams.

The three primary determinants of quality are:

Select one:

a.
product design, process design, and conformance to design during production.

b.
product design, product performance, and conformance to design after sale.

c.
product design, product performance, and service after sale.

d.
product design, product reliability, and conformance to design during production.

e.
product design, product reliability, and service after sale.
Feedback
The correct answer is: product design, process design, and conformance to design
during production.
The tool that is useful in documenting the current process to identify possible points for
improvement is:
Select one:

a.
a cause-and-effect diagram.

b.
a Pareto analysis.

c.
a process flow diagram.

d.
a check sheet.

e.
a control chart.
Feedback
The correct answer is: a process flow diagram.
The tool that is useful to investigate the relationship between two variables is:
Select one:

a.
a Pareto analysis.

b.
a flow chart.

c.
a control chart.

d.
a scatter diagram.

e.
a cause-and-effect diagram.
Feedback
The correct answer is: a scatter diagram.
Warranty service, handling complaints, and costs of litigation are examples of:
Select one:

a.
internal failure costs.

b.
prevention costs.

c.
replacement costs.

d.
appraisal costs.

e.
external failure costs.
Feedback
The correct answer is: external failure costs.

Which of the following are dimensions of service quality?

Select one:

a.
conformance

b.
timeliness

c.
perceived quality

d.
performance

e.
durability
Feedback
The correct answer is: timeliness
Which of the following are key elements of Deming's beliefs?
Select one:

a.
Managers should manage and workers should be only responsible to produce.

b.
The need to reduce variation in output.

c.
Implementing mass inspection whereby all output is checked for quality problems

d.
Retain barriers between departments.

e.
Motivate workers using numerical quotas based on work standards.
Feedback
The correct answer is: The need to reduce variation in output.

Which of the following does not apply to the Reaching Consensus method of problem
solving?
Select one:

a.
Paired comparisons

b.
List reduction

c.
A balance sheet

d.
The 5W2H approach

e.
A team approach
Feedback
The correct answer is: The 5W2H approach

Which of the following does not match well between quality gurus and their
contribution?
Select one:

a.
Juran - quality is fitness for use

b.
Crosby - quality is free

c.
Deming - quality costs

d.
Feigenbaum - quality at the source
Feedback
The correct answer is: Deming - quality costs

Which of the following is a graphical representation of how an increase in deviation from

the target value leads to a faster rate of increase in customer dissatisfaction.
Select one:

a.
Run chart

b.
Control chart

c.
Process map

d.
Taguchi quality loss function

e.
Scatter Diagram
Feedback
The correct answer is: Taguchi quality loss function
Which of the following is an international standard for assessing a company's
environmental performance?
Select one:

a.
Taguchi quality function

b.
PDSA Cycle

c.
ISO 9002

d.
HACCP

e.
ISO 14001
Feedback
The correct answer is: ISO 14001

Which of the following is a structured and documented management system describing

the policy, responsibilities, and implementation plan for ensuring quality?
Select one:

a.
Continuous improvement

b.
Quality assurance

c.
Quality at the source

d.
Quality management system

e.
ISO 9001
Feedback
The correct answer is: Quality management system
Which of the following is not a dimension of service quality?
Select one:

a.
convenience

b.
conformance

c.
tangibles

d.
assurance

e.
responsiveness
Feedback
The correct answer is: conformance

Which of the following is not a dimension of the quality of goods?

Select one:

a.
timeliness

b.
performance

c.
conformance

d.
service after sale

e.
durability
Feedback
The correct answer is: timeliness
Which of the following is not an accurate match of quality gurus and their contribution?
Select one:

a.
Feigenbaum - statistical process control (SPC)

b.
Juran - fitness-for-use and measuring the cost of quality

c.
Deming - distinguishing between special and common causes of variation

d.
Crosby - zero defects
Feedback
The correct answer is: Feigenbaum - statistical process control (SPC)

Which of the following is not an accurate statement concerning the ISO 9001 quality
system?
Select one:

a.
Certified companies are registered in a directory.

b.
Extensive documentation of processes and procedures.

c.
The review process is primarily conducted by external consultants.

d.
Certification typically takes 12 - 18 months.
Feedback
The correct answer is: The review process is primarily conducted by external
consultants.
Which of the following is not an example of an external failure cost?
Select one:

a.
Warranty claims

b.
Scrap and rework during production

c.
Handling complaints

d.
Loss of customer goodwill

e.
Price discounts to offset inferior quality
Feedback
The correct answer is: Scrap and rework during production

Which of the following is not associated with the HACCP quality control system?
Select one:

a.
Identifying all regulatory action points

b.
Designed for companies in the food processing industry

c.
Feedback of food quality based on customer surveys

d.
Enforced by the Canadian Food Inspection Agency

e.
Identifying potential hazards
Feedback
The correct answer is: Feedback of food quality based on customer surveys
Which of the following is not one of Deming's 14 points of quality?
Select one:

a.
Create constancy of purpose toward improvement of goods and services.

b.
Award supply contracts primarily on the basis of price.

c.
Cease dependence on mass inspection.

d.
Break down barriers between departments.

e.
Institute modern methods of training.
Feedback
The correct answer is: Award supply contracts primarily on the basis of price.

Which of the following is not one of the specific tools for solving quality problems?
Select one:

a.
Check sheets

b.
Pareto analysis

c.
Control charts

d.
Process design

e.
Cause-and-effect diagrams
Feedback
The correct answer is: Process design
Which of the following is not one of the types of documents created for the ISO 9001
quality system?
Select one:

a.
A quality manual

b.
Product catalogues

c.
A procedures manual

d.
Detailed work instructions
Feedback
The correct answer is: Product catalogues

Which of the following is not true about Juran's views of quality?

Select one:

a.
Management must be committed to continual improvement.

b.
Quality planning is a key part of quality management.

c.
The process of quality, not the cost of quality, must be measured.

d.
Roughly 80% of quality defects are controllable by management.
Feedback
The correct answer is: The process of quality, not the cost of quality, must be
measured.

A benchmark organization must be chosen from the same industry in order for its
methods to be applicable.
Select one:
True

False
Feedback
The correct answer is 'False'.

According to Deming, it is management's system that is primarily responsible for poor

quality, not employees.
Select one:
True

False
Feedback
The correct answer is 'True'.

A company that commits to TQM adopts a process-oriented focus rather than the
product-oriented focus which traditional organizations typically have.
Select one:
True

False
Feedback
The correct answer is 'True'.

A control chart is a visual representation of the key steps in a process.

Select one:
True

False
Feedback
The correct answer is 'False'.

All the dimensions of quality are equally important to the customer.

Select one:
True

False
Feedback
The correct answer is 'False'.

A quality management system is a structured and documented management system

describing the policy, responsibilities, and implementation plan for ensuring quality.
Select one:
True

False
Feedback
The correct answer is 'True'.

Armand Feigenbaum was General Electric's top expert on quality.

Select one:
True

False
Feedback
The correct answer is 'True'.

As a dimension of service quality, assurance refers to the knowledge exhibited by

personnel working in service organizations and their ability to convey trust and
confidence.
Select one:
True

False
Feedback
The correct answer is 'True'.

As a dimension of service quality, tangibles refers to the availability and accessibility of

the service.
Select one:
True

False
Feedback
The correct answer is 'False'.
Broadly defined, quality refers to the ability of a product or service to consistently meet
or exceed design specifications.
Select one:
True

False
Feedback
The correct answer is 'False'.

Broadly defined, quality refers to the ability of a product or service to consistently meet
or exceed customer expectations.
Select one:
True

False
Feedback
The correct answer is 'True'.

Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.
Select one:
True

False
Feedback
The correct answer is 'True'.

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.
Select one:
True

False
Feedback
The correct answer is 'False'.

Crosby advocates "zero defects", which requires massive inspection efforts to ensure
detection of defective products prior to delivery to a customer.
Select one:
True

False
Feedback
The correct answer is 'False'.

Deming stresses that workers are primarily responsible for poor quality because they
fail to follow instructions.
Select one:
True

False
Feedback
The correct answer is 'False'.

HACCP is a quality control system designed exclusively for restaurants and other food
service providers.
Select one:
True

False
Feedback
The correct answer is 'False'.

Implementing the HACCP quality management system is mandatory for all food
processing companies in Canada.
Select one:
True

False
Feedback
The correct answer is 'False'.

Implementing total quality management primarily involves a collection of techniques,

such as quality control charts, ISO 9001, and quality function deployment.
Select one:
True
 False
Feedback
The correct answer is 'False'.

In Canada, the Hazard Analysis Critical Control Point (HACCP) certification system is
administered by the Canadian Standards Association to limit the hazards in all industrial
plants in the country.
Select one:
True
False
Feedback
The correct answer is 'False'.

In sum, Crosby's concept of "quality is free" means any level of defects is too high so
there should always be an effort towards improving quality.
Select one:
True
False
Feedback
The correct answer is 'True'.

ISO 9001 certification requires an ongoing series of audits and the need to be re-
registered every three years.
Select one:
True
False
Feedback
The correct answer is 'True'.

ISO 9001 is the international standard for a quality management system.

Select one:
True
False
Feedback
The correct answer is 'True'.

ISO 9002 is an international standard for assessing a company's environmental

performance.
Select one:
True

False
Feedback
The correct answer is 'False'.

Juran describes quality management as a trilogy that consists of quality planning,

control of quality costs, and quality improvement.
Select one:
True

False
Feedback
The correct answer is 'False'.

Juran describes quality management as a trilogy that consists of quality planning,

quality control, and quality improvement.
Select one:
True

False
Feedback
The correct answer is 'True'.

Juran, like Deming, believes that a large majority of quality defects are management's
responsibility.
Select one:
True

False
Feedback
The correct answer is 'True'.
One of the primary determinants of product quality includes the translation of product
characteristics into process design.
Select one:
True

False
Feedback
The correct answer is 'True'.

Organizational improvement in a traditional organization tends to be a continuous effort,

a TQM organization focuses on intense, periodic improvement.
Select one:
True

False
Feedback
The correct answer is 'False'.
Organizational improvement in a traditional organization tends to be a continuous effort,
a TQM organization focuses on intense, periodic improvement.
Select one:
True

False
Feedback
The correct answer is 'False'.

Organizations committed to six-sigma programs have very capable and precise

processes.
Select one:
True

False
Feedback
The correct answer is 'True'.
V

Performance and price are both considered to be dimensions of product quality.

Select one:
True

False
Feedback
The correct answer is 'False'.

Performance and special features are both considered to be dimensions of product

quality.
Select one:
True

False
Feedback
The correct answer is 'True'.

Process management is not one of the six categories of the NQI's criteria for business
excellence.
Select one:
True

False
Feedback
The correct answer is 'False'.

Product serviceability is the primary dimension of fitness for use.

Select one:
True

False
Feedback
The correct answer is 'False'.

Quality control and quality assurance are equivalent approaches to managing quality.
Select one:
True

False
Feedback
The correct answer is 'False'

Quality control tends to be a proactive approach to quality management.

Select one:
True

False
Feedback
The correct answer is 'False'.

Quality is primarily determined by product design, while process design and

conformance to design specifications are secondary, less significant determinants of
quality.
Select one:
True

False
Feedback
The correct answer is 'False'.

Reliability and durability are different terms used to describe the same dimensions of
product quality.
Select one:
True

False
Feedback
The correct answer is 'False'.

Responsiveness is a dimension of quality that only applies to services, not products.

Select one:
True

False
Feedback
The correct answer is 'True'.
Six Sigma is a more sophisticated statistical approach to problem solving and quality
improvement.
Select one:
True

False
Feedback
The correct answer is 'True'.

Six sigma is based on a more sophisticated statistical approach to quality management

than the PDSA cycle.
Select one:
True

False
Feedback
The correct answer is 'True'.

Studying and documenting the current problem is an important step in continuous

improvement.
Select one:
True

False
Feedback
The correct answer is 'True'.

Suppliers are not included in quality assurance and quality improvement efforts in TQM.
Select one:
True

False
Feedback
The correct answer is 'False'.

Suppliers are partners in TQM and should be included in quality improvement efforts.
Select one:
 True

False
Feedback
The correct answer is 'True'.

Taguchi quality loss function is a graphical representation of how an increase in

deviation from the target value leads to a faster rate of increase in customer
dissatisfaction.
Select one:
True

False
Feedback
The correct answer is 'True'.

Tangibles is the dimension of service quality that reflects the customers' expectations of
the services to be bundled with product purchases.
Select one:
True

False
Feedback
The correct answer is 'False'.

The Canada Awards for Excellence criteria apply only to profit oriented organizations.
Select one:
True

False
Feedback
The correct answer is 'False'.

The cost of quality includes appraisal costs, failure costs, and prevention costs.
Select one:
True
 False
Feedback
The correct answer is 'True'.

The degree to which a product satisfies its fitness for use is only determined by the

durability, serviceability, and reliability dimensions of quality.
Select one:
True
False
Feedback
The correct answer is 'False'.

The determination of product quality stops once the product has been delivered to
customers.
Select one:
True
False
Feedback
The correct answer is 'False'.

The dimensions of product quality don't adequately describe service quality.

Select one:
True
False
Feedback
The correct answer is 'True'.

The Hazard Analysis Critical Control Point (HACCP) system is a quality management
system that deals with food safety.
Select one:
True
 False
Feedback
The correct answer is 'True'.

The ISO 9001 certification refers to a process of 100 percent inspection to catch all
defective products before they leave the company.
Select one:
True
False
Feedback
The correct answer is 'False'.

The ISO 9001 is a quality standard developed by the Standards Council of Canada
specifically for Canadian companies.
Select one:
True
False
Feedback
The correct answer is 'False'.

The National Quality Institute (NQI) requires organizations to achieve Level 4 - World
Class designation in order to have their quality management systems certified.
Select one:
True
False
Feedback
The correct answer is 'False'.

The PDSA cycle forms the problem solving methodology for continuous improvement.
Select one:
True
False
Feedback
The correct answer is 'True'.

The "plan" element of the PDSA cycle includes data collection and analysis to develop
an improvement plan.
Select one:
True

False
Feedback
The correct answer is 'True'.

The primary difference between internal failures and external failures is the time and
place of discovery of the failure.
Select one:
True

False
Feedback
The correct answer is 'True'.

The purpose of benchmarking is to establish a standard against which the

organization's performance can be judged, and to identify a model for possible
improvement.
Select one:
True

False
Feedback
The correct answer is 'True'.

The term fitness for use is used as an alternate way to describe the durability of a

product.
Select one:
True

False
Feedback
The correct answer is 'False'.
Three key philosophies of TQM are continuous improvement, involvement of everyone
in the organization, and customer satisfaction.
Select one:
True

False
Feedback
The correct answer is 'True'.

Total quality management attempts to involve everyone in an organization in the effort

to improve quality.
Select one:
True

False
Feedback
The correct answer is 'True'.
Total quality management explicitly recognizes that management is primarily
responsible for quality, not the workers with direct responsibility for completing work
tasks.
Select one:
True

False
Feedback
The correct answer is 'False'.

To truly reap the benefits of TQM, the culture of an organization must change.
Select one:
True

False
Feedback
The correct answer is 'True'.
TQM expands the traditional view of quality which is looking only at the quality of the
final product or service to looking at every aspect of an organization that affects quality
and customer satisfaction.
Select one:
True

False
Feedback
The correct answer is 'True'.

Typically a key distinction between quality circles and continuous improvement teams is
the amount of authority given to each group.
Select one:
True

False
Feedback
The correct answer is 'True'.

Various dimensions of quality are required to reflect various connotations of quality that
customers value in products and services.
Select one:
True

False
Feedback
The correct answer is 'True'.

With the HACCP quality management system, the point at which processed food is
sealed in packaging is considered a critical control point.
Select one:
True

False
Feedback
The correct answer is 'True'.