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Exam 9: Management of Quality

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Question 21

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ISO certification differs substantially from the Baldrige Award in that it:

A) focuses primarily on quality teams.
B) emphasizes self-appraisal.
C) is an ongoing process.
D) is customer-driven.
E) is national rather than international.

F) B) and D)
G) A) and C)

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Question 22

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Six sigma programs have both management and technical components.

A) True
B) False

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Question 23

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Loss of business, liability, productivity, and costs are consequences of:

The tool that is useful in documenting the current process is a:

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

In order for TQM to be successful, it is essential that most of the organization be:

ISO standards aid in transferring technology to developing countries.

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

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

Quality at the source means returning all defects to the source-our vendors.

Cause-and-effect diagrams are sometimes called:

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

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

The dimensions of quality are important for products but are not applicable in service organizations.

Costs of inspectors, testing, test equipment, and labs are examples of:

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

Which is not a cost of quality?

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

So long as quality input resources are used to make a product, we can expect quality output from the process.