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Which of the following is an example of the “Responsiveness” dimension of service quality?

Select one:

a. A restaurant that will accommodate food allergies by making special meals

b. An airline that has a 99.8% on-time record

c. A hospital that hires the best doctors in the area

d. A consulting service that can also provide auditing services

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Which of the following statements is TRUE?

Select one:

a. Observance of international standards is mandatory for all organizations.

b. Standards are comprehensive “how to” manuals.

c. Standards are only for guidance purposes.

d. Non-observance of standards by an organization can result in a fine.

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Operator-to-manager dialogue, manager-to-manager dialogue, and operator-to-operator dialogue are benefits of:

Select one:

a. scientific management

b. quality circles

c. employee empowerment

d. employee motivation

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Who is responsible for issuing ISO 9000 certifications?

Select one:

a. The International Standards Organization

b. The companies can issue a certification to themselves

c. Accredited bodies in each country

d. The government of each country

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In a challenge analysis matrix, an area with high performance and low importance indicates:

Select one:

a. performance should be maintained for this area

b. improvement is required for this area

c. the area is the second priority for improvement

d. there is a potential to reduce resources in this area

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A good way to democratize the process of change is for a leader to:

Select one:

a. test understanding with small experiments

b. impose decision-making responsibilities on one team

c. make decisions based on his or her own expertise

d. avoid change altogether

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In order for ethical behaviors to become the norm, there should be effective and honest communication about:

Select one:

a. decisions

b. incidents

c. decisions and incidents

d. neither decisions nor incidents

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Which of the following statements is FALSE?

Select one:

a. In a control chart, a measurement outside of the control limits is a reason for corrective action.

b. On a control chart, data is plotted in time order.

c. As long as the measurements fall within control limits on a control chart, there is no reason for corrective action.

d. A control chart helps detect special cause variations.

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Which of the following is NOT one of the dimensions of service quality?

Select one:

a. Tangibles

b. Reliability

c. Price

d. Empathy

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Which of the following is NOT one of the possible gaps in service quality measure?

Select one:

a. The gap between what customers expect and what the organization thinks they expect

b. The gap between the organization’s perception of customer requirements and the formal service specification

c. The gap between the service delivered and the specifications set by the organization

d. The gap between an organization’s specifications and their competitors’ specifications

In Maslow’s hierarchy of needs, the top need is:

Select one:

a. Food, drink, and shelter

b. Self-respect

c. Acceptance by others

d. Self-fulfillment

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If you are brainstorming with your team about ways to remedy a special cause variation, you probably use a:

Select one:

a. control diagram

b. scatter diagram

c. stratification diagram

d. fishbone diagram

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The measure of service quality, as opposed to manufactured products, is modified by:

Select one:

a. the perceptions of the customer

b. the importance placed upon each of the five dimensions by the customer

c. the perceptions of the customer, and the importance placed upon each of the five dimensions

d. the delivery time

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All the following are types of waste EXCEPT:

Select one:

a. waiting

b. processing

c. mismanagement

d. motion

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What are the necessary components of service quality?

Select one:

a. Systems, specifications, feedback

b. Management, employees, customers

c. Systems, processes, individuals taking responsibility

d. Expectations, perception, satisfaction

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What is the issue with the idea of setting a target on the process?

Select one:

a. There may have been insufficient data at the time to set a realistic target for the future.

b. We may change the process by the act of measuring it.

c. It is easier to manipulate the target in order to reach it, than the process.

d. All of the above.

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Which of the following are benefits of the ISO 9000 standard?

Select one:

a. It provides a framework for a well-organized Quality Management System

b. It creates satisfied customers, management, and employees

c. It helps companies continually improve

d. All of the above

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Product recall is an example of:

Select one:

a. prevention costs

b. appraisal costs

c. internal failure costs

d. external failure costs

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In order to be able to interpret a histogram, it is best to ensure that:

Select one:

a. no special cause variations have occurred while the data was collected

b. the data is mutually exclusive

c. all the causes are properly categorized

d. the distribution of data is bimodal

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The implication of the Taguchi Loss Function is that:

Select one:

a. specification limits should be dictated by customer requirements

b. process capability is more important than specification limits

c. reducing variation in processes leads to increased profitability and success

d. process output is more significant than its input

To be a successful leader in Quality Management, you need to see yourself as a:

Select one:

a. controller

b. manager

c. policer

d. coach

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Customers will actively choose a company’s product over others:

Select one:

a. if they have strong brand loyalty

b. as long as they are satisfied with the product

c. as long as they perceive value in the product

d. as long as the products are innovative

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To appropriately analyze and interpret data, you should:

Select one:

a. compare a data point (e.g. sales in September) to its previous value (e.g. sales in August)

b. compare a data point (e.g. sales in September 2013) to its value in the previous year (e.g. sales in September 2012)

c. only compare year-to-date data

d. avoid paired comparisons and only present data in its proper historical context

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The problem with Scientific Management is that:

Select one:

a. it increases labor costs

b. it decreases quality

c. it decreases productivity

d. it dehumanizes the workplace

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One of the founding principles of the ISO 9000 standard is that:

Select one:

a. the requirements are strictly the same, regardless of the organization

b. it requires organizations to meet their own requirements as well as those of regulators

c. the requirements are set and audited by the customers

d. the requirements follow the Six Sigma methodology

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To obtain an ISO 9000 certification, an audit report must show:

Select one:

a. no major non-compliance

b. no major non-compliance and approved action plans to remove issues

c. at least a 3-sigma level of performance

d. that all appropriate certification fees have been paid

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Intangible benefits of Quality Management include:

Select one:

a. increased customer satisfaction

b. increased workforce motivation

c. improved environmental impact

d. all of the above

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The purpose of Statistical Process Control is to:

Select one:

a. separate nonconformity outputs based on probability

b. collect data about a process to ensure that the output will be good

c. optimize prices based on empirical verification of costs

d. allow quality inspectors to not have to verify every single product

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Which of the following is NOT a key to organizational capability?

Select one:

a. leadership

b. scientific management

c. organizational culture

d. capacity for learning

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Hoshin Kanri is a Japanese term describing:

Select one:

a. a methodology for setting strategic direction

b. a methodology for eliminating special cause variations

c. a method of improving a process by eliminating unneeded steps

d. another word for Just-in-Time management