Total Quality Management

1. ______________ is not a process tools for TQM systems

  1. process flow analysis
  2. histograms
  3. plier
  4. control charts
Correct answer: (C)

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
Correct answer: (D)

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

  1. internal costs
  2. external costs
  3. costs of dissatisfaction
  4. societal costs
Correct answer: (A)
internal costs

4. ______________ are used in six sigma

  1. black belt
  2. green belt
  3. both black belt and green belt
  4. none of the Above
Correct answer: (C)
both black belt and green belt

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
Correct answer: (A)
Communication, courtesy, and credibility of the sales person

6. Assured quality is necessary for building customer confidence.

  1. correct
  2. correct to some extent
  3. correct to great extent
  4. incorrect
Correct answer: (A)

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

  1. JUT
  2. HET
  3. JAT
  4. JIT
Correct answer: (D)

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
Correct answer: (A)
process areas

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
Correct answer: (C)
maintenance costs

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
Correct answer: (B)
A user-based definition of quality
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