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1. (TCO E) Which of the following is NOT TRUE about the American Customer Satisfaction Index? (Points : 5)

It focuses on buyer satisfaction associated with consumer non-durable goods.
It was first conducted in 1994.
It is based on a large national sample of consumers.
It is designed to indicate national trends as well as industry trends.

 

Question 2. 2. (TCO D) The Six-Sigma problem solving approach contains the phases of: (Points : 5)

define, measure, analyze, improve, and control.
detect, measure, analyze, implement, and control.
define, monitor, analyze, improve, and confirm.
define, monitor, analyze, implement, and control.

 

Question 3. 3. (TCO C) Lean production
refers to approaches that originated at: (Points : 5)

Ford.
Xerox.
Motorola.
Toyota.

 

Question 4. 4. (TCO C) Poka-yoke is: (Points : 5)

an approach for mistake-proofing processes.
a Japanese organizational hierarchy.
an error-detection machine used in engineering industries.
a computer program used in streamlining processes.

 

Question 5. 5. (TCO B) Marketplace performance indicators could include all of the following EXCEPT: (Points : 5)

measures of business growth.
new product and geographic markets entered.
percentage of new product sales as appropriate.
customer surveys on product and service performance.

 

Question 6. 6. (TCO I) The cost of purchasing copies of a textbook on quality for employees as part of their training program in process improvement methods is considered: (Points : 5)

a prevention cost.
an appraisal cost.
an internal quality cost.
an external quality cost.

 

Question 7. 7. (TCO A) _____ focuses on the elimination of waste in all forms, including defects requiring rework, unnecessary processing steps, unnecessary movement of materials or people, waiting time, excess inventory, and overproduction. (Points : 5)

Lean approach
Six Sigma
Deming Quality Circles
Kaizen

 

Question 8. 8. (TCO B) Robert Kaplan and David Norton developed a balanced scorecard which had four perspectives. Which one of the following is NOT one of them? (Points : 5)

Financial
Industry
Customer
Innovation and Learning

 

Question 9. 9. (TCO D) Formation of a quality policy is: (Points : 5)

a necessary step in Six Sigma implementation.
required for ISO 9000:2000 registration.
included in the Baldrige criteria.
the first step in self-assessment.

 

Question 10. 10. (TCO H) Which phase is the idea-gathering phase of DMAIC? (Points : 5)

Define
Analyze
Improve
Control

1. (TCO B) Identify two key components of service system quality. Explain why these components are particularly important to service system quality (when compared to manufacturing system quality). (Points : 30)

2. (TCO I) What criterion is used to classify a failure cost as “internal” versus “external”? Give three examples of an internal failure cost and three examples of an external failure cost.

3. (TCO G) Discuss how the corporate culture is displayed and its role on quality management behavior. Please provide multiple examples. (Points : 30)

4. (TCO F) Explain the importance of a mission statement with respect to Quality Management. (Points : 30)

5. (TCO H) Explain the process of design failure mode and effects analysis and describe how it could be applied to the cashier checkout stand at a supermarket. Make sure you provide at least three examples. (Points : 40)

6. (TCO C) Some people assert that Six Sigma quality levels represent overkill in most industry situations. Counter this assertion with industry examples where less than six sigma level quality would significantly impact industry performance and perhaps social welfare at large. (Points : 40)