Total Quality Management

1. ______________ is not a process tools for TQM systems

1. process flow analysis
2. histograms
3. plier
4. control charts

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2. Processes that operate with "six sigma quality" over the short term are assumed to produce long-term defect levels below ______________ defects per million opportunities (DPMO).

1. 2
2. 2.4
3. 3
4. 3.4

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3. Inspection, scrap, and repair are examples of ______________

1. internal costs
2. external costs
3. costs of dissatisfaction
4. societal costs

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4. ______________ are used in six sigma

1. black belt
2. green belt
3. both black belt and green belt
4. none of the Above

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5. Customers are primarily concerned with ______________

1. Communication, courtesy, and credibility of the sales person
2. Competence, courtesy, and security of the sales person
3. Competence, responsiveness, and reliability of the sales person
4. Communication, responsiveness, and cleverness of the sales person

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6. Assured quality is necessary for building customer confidence.

1. correct
2. correct to some extent
3. correct to great extent
4. incorrect

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7. ______________ is about supplying customers with what they want when they want it.

1. JUT
2. HET
3. JAT
4. JIT

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8. ______________ are the areas that will be covered by the organization's processes

1. process areas
2. product Areas
3. private areas
4. preset areas

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9. All of the following costs are likely to decrease as a result of better quality except ______________

1. customer dissatisfaction costs
2. inspection costs
3. maintenance costs
4. warranty and service costs

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10. "Quality is defined by the customer" is

1. An unrealistic definition of quality
2. A user-based definition of quality
3. A manufacturing-based definition of quality
4. A product-based definition of quality

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