Page 1

Question 1.1. (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 initiatives

Process-improvement efforts

Design-quality reviews

inspection

Question 2.2. (TCO 1) The lack of which of
the following is a reason why some companies fail at implementing TQM? (Points
: 6)

Teamwork

Education and Training

Long term commitment

All of the above

Question 3.3. (TCO 2) Which of the
following systems do not have a role to play in assuring quality in a
manufacturing firm? (Points : 6)

Sales

Purchasing

Tool Engineering

None (All answers
have a role.)

Question 4.4. (TCO 2) When morale is _____,
service excellence is _________. (Points : 6)

high, high

low, high

low, low

bad, good

Question 5.5. (TCO 3) The purpose of the
Malcolm Baldrige National Quality Award includes which of the following?
(Points : 6)

To recognize the achievements of high-quality companies

To establish guidelines and criteria for evaluation of
quality-improvement efforts

To provide detailed information on how award-winning enterprises
achieved success

All of the above

Question 6.6. (TCO 3) ISO 9000
recertification is required every _____. (Points : 6)

three years

five years

seven years

nine years

Question 7.7. (TCO 4) _____ considered top
management’s commitment to quality an absolute necessity for TQM. (Points : 6)

Deming

Crosby

Juran

All of the above

Question 8.8. (TCO 4) The primary reason
for Deming’s position that slogans should be eliminated is which of the following?
(Points : 6)

They create
adversarial relationships.

Slogans take up valuable space in the production department.

Slogans are costly to maintain and periodically update.

Workers don’t always understand the slogans.

Question 9.9. (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

Quality function
deployments

Indexed service standards

Consumer benefits packages

Question 10.10. (TCO 5) Customers that are
highly profitable, but dont stay around long are known as __________. (Points
: 6)

Song birds

Nere do wells

Butterflies

Opportunities

Question 11.11. (TCO 6) Effective
organizations share which of the following approaches to strategic planning?
(Points : 6)

Organization-wide
participation in planning

Focus on near-term goals

Special emphasis on stock market expectations

Unstructured systems for strategy development and deployment

Question 12.12. (TCO 6) Leadership for
quality is about continually improving the performance of________. (Points : 6)

people

processes

products

all of the above

Question 13.13. (TCO 7) The nominal group
technique is a sophisticated form of ________. (Points : 6)

Promoting teamwork

Encouraging employee empowerment

Being concerned about employee motivation

Brainstorming

Question 14.14. (TCO 7) The Institute for
Corporate Competitiveness (ICC) found that _______ to be an important part of
team-building. (Points : 6)

outdoor activities

games

character building

interdependence

Question 15.15. (TCO 8) Effective team
building steps include which of the following: (Points : 6)

assess

plan

execute

All of the above

Question 16.16. (TCO 8) In firms that
implement Six Sigma efforts, _____ are often targeted as future leaders.
(Points : 6)

team members

Black belts

champions

Green belts

Question 17.17. (TCO 9) Which of the
following is not part of a process control system? (Points : 6)

Comparison of actual results with the standard

A means of measuring accomplishment

A standard or goal

A backup process

Question 18.18. (TCO 9) Kaizen is best
described by which of the following terms? (Points : 6)

Concurrent engineering

Continuous improvement at all levels

Innovation

Statistical process control

Question 19.19. (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 cost

An appraisal cost
An external failure cost

A prevention cost

Question 20.20. (TCO 10) Which of the
following is NOT a cost of quality? (Points : 6)

internal failure cost

external failure cost

appraisal cost

none of the above

Question 21.21. (TCO 11) The Deming cycle
was developed to link the production process to ___________. (Points : 6)

consumer needs

zero defects

statistical information

organizational
goals

Question 22.22. (TCO 11) A bank observes
that most customer complaints come from only a small part of its total customer
base. This is an example of which of the following? (Points : 6)

Clustering

The Pareto
principle

Skewing

The central limit theorem

Question 23.23. (TCO 12) Which of the
following constitutes an approach to reducing sampling error? (Points : 6)

Cross-checking research designs with knowledgeable analysts

Questioning the assumption that tomorrow’s and today’s populations are
comparable

Taking a larger
sample from the population

Reducing conditions that contribute to dissimilar population segments

Question 24.24. (TCO 12) Determine the
upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if
six samples of subgroup size 5 (n=5) were collected, and the mean of the sample
averages is 4.7 and mean of the sample ranges is 0.35.
TABLE (Points : 30)

UCL = 4.86905, LCL = 4.53095

UCL = 4.90195, LCL
= 4.49805

UCL = 4.72250, LCL = 4.14350

UCL = 5.05805, LCL = 4.34195

Question 25.25. (TCO 12) Determine the
upper control limit (UCL) and lower control limit (LCL) for an R-chart if
twenty samples of subgroup size 3 (n=3) were collected for a variable
measurement and the mean of the sample ranges equals 4.4. (Points : 30)

UCL = 9.3016, LCL =
0.3344

UCL = 1.4696, LCL = 0.0000

UCL = 11.3256, LCL = 0.0000

UCL = 8.8176, LCL = 0.0000

Question 26.26. (TCO 13) The operative
measure of quality in Six Sigma terminology is which of the following? (Points
: 6)

Defects per unit

Defects per
thousand units

Defects per ten thousand opportunities

Defects per million opportunities

Question 27.27. (TCO 14) St. Luke’s
Hospital identified several phases in its organization’s TQM implementation.
This is an example of _____. (Points : 6)

poor implementation

quality as a journey

implementation that is moving too slowly

All of the above

Page 2

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

1.
Discuss the implementation/registration process for
ISO 9000. (10 points)

2.
Discuss the recertification process for ISO 9000.
(10 points)

3.
Discuss 3 of the 7 steps an organization must take
to ensure its QMS conforms to ISO 9000 requirements. (10 points)
(Points : 30)

Question
2. 2. (TCO 14) Answer the following questions concerning employee empowerment:

Discuss
the rationale for employee empowerment. (10 points)
Discuss
how employee empowerment is achieved in organizations. (10 points)
.
Discuss
management’s role in employee empowerment. (10 points)

(Points :
30)

Question
3. 3. (TCO 4) Answer the following 3 parts relating to the Malcolm Baldrige
Award:

Discuss
the reasons why the Baldridge Award was established. (10 points)
Discuss
the value to organizations of competing for the Baldrige award (10 points)
Discuss 3
of the 7 main categories under the Malcolm Baldrige criteria (10 points)

(Points :
30)

Page 1 Question 1.1. (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 initiatives
Process-improvement efforts
Design-quality reviews
inspectionQuestion 2.2. (TCO 1) The lack of which of
the following is a reason why some companies fail at implementing TQM? (Points
: 6)
Teamwork
Education and Training
Long term commitment
All of the aboveQuestion 3.3. (TCO 2) Which of the
following systems do not have a role to play in assuring quality in a
manufacturing firm? (Points : 6)
Sales
Purchasing
Tool Engineering
None (All answers
have a role.)Question 4.4. (TCO 2) When morale is _____,
service excellence is _________. (Points : 6)
high, high
low, high
low, low
bad, goodQuestion 5.5. (TCO 3) The purpose of the
Malcolm Baldrige National Quality Award includes which of the following?
(Points : 6)
To recognize the achievements of high-quality companies
To establish guidelines and criteria for evaluation of
quality-improvement efforts
To provide detailed information on how award-winning enterprises
achieved success
All of the aboveQuestion 6.6. (TCO 3) ISO 9000
recertification is required every _____. (Points : 6)
three years
five years
seven years
nine yearsQuestion 7.7. (TCO 4) _____ considered top
management’s commitment to quality an absolute necessity for TQM. (Points : 6)
Deming
Crosby
Juran
All of the aboveQuestion 8.8. (TCO 4) The primary reason
for Deming’s position that slogans should be eliminated is which of the following?
(Points : 6)
They create
adversarial relationships.
Slogans take up valuable space in the production department.
Slogans are costly to maintain and periodically update.
Workers don’t always understand the slogans.Question 9.9. (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
Quality function
deployments
Indexed service standards
Consumer benefits packagesQuestion 10.10. (TCO 5) Customers that are
highly profitable, but dont stay around long are known as __________. (Points
: 6)
Song birds
Nere do wells
Butterflies
OpportunitiesQuestion 11.11. (TCO 6) Effective
organizations share which of the following approaches to strategic planning?
(Points : 6)
Organization-wide
participation in planning
Focus on near-term goals
Special emphasis on stock market expectations
Unstructured systems for strategy development and deploymentQuestion 12.12. (TCO 6) Leadership for
quality is about continually improving the performance of________. (Points : 6)
people
processes
products
all of the aboveQuestion 13.13. (TCO 7) The nominal group
technique is a sophisticated form of ________. (Points : 6)
Promoting teamwork
Encouraging employee empowerment
Being concerned about employee motivation
BrainstormingQuestion 14.14. (TCO 7) The Institute for
Corporate Competitiveness (ICC) found that _______ to be an important part of
team-building. (Points : 6)
outdoor activities
games
character building
interdependenceQuestion 15.15. (TCO 8) Effective team
building steps include which of the following: (Points : 6)
assess
plan
execute
All of the aboveQuestion 16.16. (TCO 8) In firms that
implement Six Sigma efforts, _____ are often targeted as future leaders.
(Points : 6)
team members
Black belts
champions
Green beltsQuestion 17.17. (TCO 9) Which of the
following is not part of a process control system? (Points : 6)
Comparison of actual results with the standard
A means of measuring accomplishment
A standard or goal
A backup processQuestion 18.18. (TCO 9) Kaizen is best
described by which of the following terms? (Points : 6)
Concurrent engineering
Continuous improvement at all levels
Innovation
Statistical process controlQuestion 19.19. (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 cost
An appraisal cost An external failure cost
A prevention costQuestion 20.20. (TCO 10) Which of the
following is NOT a cost of quality? (Points : 6)
internal failure cost
external failure cost
appraisal cost
none of the aboveQuestion 21.21. (TCO 11) The Deming cycle
was developed to link the production process to ___________. (Points : 6)
consumer needs
zero defects
statistical information
organizational
goalsQuestion 22.22. (TCO 11) A bank observes
that most customer complaints come from only a small part of its total customer
base. This is an example of which of the following? (Points : 6)
Clustering
The Pareto
principle
Skewing
The central limit theoremQuestion 23.23. (TCO 12) Which of the
following constitutes an approach to reducing sampling error? (Points : 6)
Cross-checking research designs with knowledgeable analysts
Questioning the assumption that tomorrow’s and today’s populations are
comparable
Taking a larger
sample from the population
Reducing conditions that contribute to dissimilar population segmentsQuestion 24.24. (TCO 12) Determine the
upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if
six samples of subgroup size 5 (n=5) were collected, and the mean of the sample
averages is 4.7 and mean of the sample ranges is 0.35. TABLE (Points : 30)
UCL = 4.86905, LCL = 4.53095
UCL = 4.90195, LCL
= 4.49805
UCL = 4.72250, LCL = 4.14350
UCL = 5.05805, LCL = 4.34195Question 25.25. (TCO 12) Determine the
upper control limit (UCL) and lower control limit (LCL) for an R-chart if
twenty samples of subgroup size 3 (n=3) were collected for a variable
measurement and the mean of the sample ranges equals 4.4. (Points : 30)
UCL = 9.3016, LCL =
0.3344
UCL = 1.4696, LCL = 0.0000
UCL = 11.3256, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000Question 26.26. (TCO 13) The operative
measure of quality in Six Sigma terminology is which of the following? (Points
: 6)
Defects per unit
Defects per
thousand units
Defects per ten thousand opportunities
Defects per million opportunitiesQuestion 27.27. (TCO 14) St. Luke’s
Hospital identified several phases in its organization’s TQM implementation.
This is an example of _____. (Points : 6)
poor implementation
quality as a journey
implementation that is moving too slowly
All of the abovePage 2 Question
1. 1. (TCO 3) Answer the following questions concerning ISO 9000: 1.
Discuss the implementation/registration process for
ISO 9000. (10 points)2.
Discuss the recertification process for ISO 9000.
(10 points)3.
Discuss 3 of the 7 steps an organization must take
to ensure its QMS conforms to ISO 9000 requirements. (10 points) (Points : 30)

Question
2. 2. (TCO 14) Answer the following questions concerning employee empowerment: Discuss
the rationale for employee empowerment. (10 points)Discuss
how employee empowerment is achieved in organizations. (10 points).Discuss
management’s role in employee empowerment. (10 points)(Points :
30)

Question
3. 3. (TCO 4) Answer the following 3 parts relating to the Malcolm Baldrige
Award: Discuss
the reasons why the Baldridge Award was established. (10 points)Discuss
the value to organizations of competing for the Baldrige award (10 points)Discuss 3
of the 7 main categories under the Malcolm Baldrige criteria (10 points)(Points :
30)