1 Which of the following statements is TRUE regarding numerical quotas and management by objectives? A. Standards and quotas are based on long-term perspectives. B. They encourage improvement, particularly if rewards are tied to meeting quotas. C. Workers may short-cut quality to reach the goal. D. Measurement has been, and often still is, motivational. 2 The Deming philosophy focuses on improvements in product and service quality by: A. inspecting 100% of output. B. reducing variation. C. reducing customer complaints. D. separating the planning and execution functions. 3 The second part of Profound Knowledge is a basic understanding of: A. management principles. B. psychology. C. theory of knowledge. D. statistical theory and variation. 4 Deming stressed that the ultimate responsibility for quality improvement lies with: A. design engineers. B. Inspectors. C. top management. D. material suppliers. 5 The quality definition of "fitness for use" is associated with: A. Shewhart. B. Deming. C. Crosby. D. Juran. 6 According to Deming's Profound Knowledge system, which of the following should be encouraged? A. Pitting individuals or departments against each other for resources B. Using sales quotas or arbitrary cost-reduction goals C. Applying systems thinking in people management D. Using performance appraisals to blame individuals Question 7 Which of the following is false regarding inspection under the Deming philosophy? A. Inspection encourages the production of defects. B. Inspection can be used to assure quality. C. Inspection is rarely accurate. D. Inspection does not add value to the product. 8 _____ begins with identifying customers, both external and internal, determining their needs, translating customer needs into specifications, developing product features that respond to those needs, and developing the processes capable of producing the product or delivering the service. A. Quality planning B. Quality control C. Quality implementation D. Quality improvement 9 According to Crosby's Absolutes of Quality Management, absence of quality is attributed to: A. nonconformance. B. setting requirements. C. improper measurements. D. conformance to requirements. 10 _____ is defined as "...an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction." A. Total quality control B. Management control C. Quality assurance D. Six Sigma 11 Feigenbaum popularized the term _____, the portion of plant capacity wasted due to poor quality. A. zero-output units B. potential units C. spare capacity D. hidden factory 12 The Criteria for Performance Excellence for the Malcolm Baldrige National Quality Award should result in all of the following EXCEPT: A. achieving compliance to quality standards set by CMM levels. B. delivery of ever-improving value to customers, resulting in improved marketplace success. C. improvement of overall company performance and capabilities. D. organizational and personal learning. 13 Crosby's Absolutes of Quality Management include the following points EXCEPT: A. quality means conformance to requirements, not elegance. B. there is no such thing as the statistics of quality. C. the only performance measurement is the cost of quality, which is the expense of non-conformance. D. the only performance standard is "Zero Defects (ZD)." 14 The criteria for Performance Excellence for the Malcolm Baldrige award consist of a hierarchical set of categories, items, and areas to address. Which of the following four is NOT one of them? A. Strategic Planning B. Workforce Focus C. Process Management D. Return on Investment 15 In the Baldrige criteria, areas to address that request information on approach or deployment begin with the word _____. A. how B. what C. when D. why 16 The term six sigma is based on a statistical measure that equates to _____ or fewer errors or defects per million opportunities. A. 4.3 B. 3.4 C. 5.4 D. 2.3 17 One of the key concepts in the core philosophy of Six Sigma emphasizes quantifiable measure as _____. A. tolerance conformance percent B. defects per million opportunities C. failure rate D. nonconformance ratio 18 Six Sigma methodology is driven by a _____ methodology. A. trial and error B. data driven C. customer-focused D. management-by-fact 19 Which of the following is NOT an objective of state-sponsored quality awards? A. Providing a forum for information exchange B. Winning a state award as a prerequisite to apply for the Baldrige Award C. Encouraging firms to adopt quality and productivity improvement approaches D. Promoting awareness of productivity and quality 20 All of the following are Quality Management Principles of ISO 9000:2000 EXCEPT: A. customer focus. B. process approach. C. quality system. D. continual improvement. 21 The largest adopter of ISO 9000:2000 is: A. government. B. manufacturing. C. retail. D. service