第4章 运作管理试题.docx
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第4章 运作管理试题.docx
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第4章运作管理试题
CHAPTER4:
MANAGINGQUALITY
TRUE/FALSE
1.ManagersatArnoldPalmerHospitaltakequalitysoseriouslythatthehospitaltypicallyisanationalleaderinseveralqualityareas—sothatcontinuousimprovementisnolongernecessary.
False(Globalcompanyprofile,moderate)
2.Animprovementinqualitymustnecessarilyincreasecosts.
False(Qualityandstrategy,easy)
3.Formost,ifnotallorganizations,qualityisatacticalratherthanastrategicissue.
False(Qualityandstrategy,moderate)
4.ThedefinitionofqualityadoptedbyTheAmericanSocietyforQualityControlisacustomer-orienteddefinition.
True(Definingquality,easy)
5.Conformingtostandardsisthefocusoftheproduct-baseddefinitionofquality.
False(Definingquality,moderate)
6.Internalfailurecostsareassociatedwithscrap,rework,anddowntime.
True(Definingquality,easy)
7.PhilipCrosbyiscreditedwithbothofthesequalitycatch-phrases:
"qualityisfree"and"zerodefects."
True(Definingquality,easy)
8.Deming'swritingsonqualitytendtofocusonthecustomerandonfitnessforuse,unlikeJuran'sworkthatisorientedtowardmeetingspecifications.
False(definingquality,moderate)
9.Thedeliveryofqualityproductsandservicestocustomersisimportant,forreasonsthatincludeprofitabilityaswellassocialresponsibility.
True(Definingquality,moderate)
10.ISO9000hasevolvedfromasetofqualityassurancestandardstowardaqualitymanagementsystem.
True(Internationalqualitystandards,moderate)
11.Qualityismostlythebusinessofthequalitycontrolstaff,notordinaryemployees.
False(Totalqualitymanagement,moderate)
12.TQMisimportantbecausequalityinfluencesallofthetendecisionsmadebyoperationsmanagers.
True(Totalqualitymanagement,moderate)
13.ThephraseSixSigmahastwomeanings.Oneisstatistical,referringtoanextremelyhighprocesscapability;theotherisacomprehensivesystemforachievingandsustainingbusinesssuccess.
True(Qualityandstrategy,moderate)
14.Continuousimprovementisbasedonthephilosophythatanyaspectofanorganizationcanbeimproved.
True(Totalqualitymanagement,moderate)
15.KaizenissimilartoTQMinthatbotharefocusedoncontinuousimprovement.
True(Totalqualitymanagement,moderate)
16.TheJapaneseusetheterm"poka-yoke"torefertocontinuousimprovement.
False(Totalqualitymanagement,moderate)
17.Qualitycirclesempoweremployeestoimproveproductivitybyfindingsolutionstowork-relatedproblemsintheirworkarea.
True(Totalqualitymanagement,moderate)
18.Benchmarkingrequiresthecomparisonofyourfirmtootherorganizations;itisnotappropriatetobenchmarkbycomparingoneofyourdivisionstoanotherofyourdivisions.
False(Totalqualitymanagement,moderate)
19.LineemployeesneedtheknowledgeofTQMtools.
True(Totalqualitymanagement,easy)
20.OneofthewaysthatJust-In-Time(orJIT)influencesqualityisthatbyreducinginventory,badqualityisexposed.
True(Totalqualitymanagement,moderate)
21.Thequalitylossfunctionindicatesthatcostsrelatedtopoorqualityarelowaslongastheproductiswithinacceptablespecificationlimits.
False(Totalqualitymanagement,moderate)
22.Paretochartsareagraphicalwayofidentifyingthefewcriticalitemsfromthemanylessimportantones.
True(ToolsofTQM,moderate)
23.Acause-and-effectdiagramhelpsidentifythesourceofaproblem.
True(ToolsofTQM,moderate)
24.Sourceinspectionisinferiortoinspectionbeforecostlyoperations.
False(Theroleofinspection,moderate)
25.Oftheseveraldeterminantsofservicequality,accessistheonethatrelatestokeepingcustomersinformedinlanguagetheycanunderstand.
False(TQMinservices,moderate)
26.Thequalityofservicesismoredifficulttomeasurethanthequalityofgoodsbecauseboththeintangibledifferencesbetweenserviceproductsandconsumers'intangibleexpectationsarepoorlydefined.
True(TQMinservices,moderate)
MULTIPLECHOICE
27.WhichofthefollowingstatementsregardingArnoldPalmerHospitalisfalse?
a.Thehospitalusesawiderangeofqualitymanagementtechniques.
b.Thecultureofqualityatthehospitalincludesemployeesatalllevels.
c.Thehospitalscoresveryhighlyinnationalstudiesofpatientsatisfaction.
d.Thehospital'shighqualityismeasuredbylowreadmissionrates,notpatientsatisfaction.
e.Thedesignofpatientrooms,evenwallcolors,reflectsthehospital'scultureofquality.
d(Globalcompanyprofile,moderate)
28.ArnoldPalmerHospitaluseswhichofthefollowingqualitymanagementtechniques?
a.Paretocharts
b.flowcharts
c.benchmarking
d.Just-in-Time
e.Thehospitalusesalloftheabovetechniques.
e(Globalcompanyprofile,easy)
29.Whichofthefollowingstatementsbestdescribestherelationshipbetweenqualitymanagementandproductstrategy?
a.Productstrategyissetbytopmanagement;qualitymanagementisanindependentactivity.
b.Qualitymanagementisimportanttothelow-costproductstrategy,butnottotheresponseordifferentiationstrategies.
c.Highqualityisimportanttoallthreestrategies,butitisnotacriticalsuccessfactor.
d.Managingqualityhelpsbuildsuccessfulproductstrategies.
e.Companieswiththehighestmeasuresofqualitywerenomoreproductivethanotherfirms.
d(Definingquality,moderate)
30."Qualityisdefinedbythecustomer"is
a.anunrealisticdefinitionofquality
b.auser-baseddefinitionofquality
c.amanufacturing-baseddefinitionofquality
d.aproduct-baseddefinitionofquality
e.thedefinitionproposedbytheAmericanSocietyforQuality
b(Definingquality,moderate)
31."Makingitrightthefirsttime"is
a.anunrealisticdefinitionofquality
b.auser-baseddefinitionofquality
c.amanufacturing-baseddefinitionofquality
d.aproduct-baseddefinitionofquality
e.thedefinitionproposedbytheAmericanSocietyforQuality
c(Definingquality,moderate)
32.Threebroadcategoriesofdefinitionsofqualityare
a.productquality,servicequality,andorganizationalquality
b.user-based,manufacturing-based,andproduct-based
c.internal,external,andprevention
d.low-cost,response,anddifferentiation
e.Pareto,Shewhart,andDeming
b(Definingquality,easy)
33.Accordingtothemanufacturing-baseddefinitionofquality,
a.qualityisthedegreeofexcellenceatanacceptablepriceandthecontrolofvariabilityatanacceptablecost
b.qualitydependsonhowwelltheproductfitspatternsofconsumerpreferences
c.eventhoughqualitycannotbedefined,youknowwhatitis
d.qualityisthedegreetowhichaspecificproductconformstostandards
e.qualityliesintheeyesofthebeholder
d(Definingquality,moderate)
34.Theroleofqualityinlimitingafirm'sproductliabilityisillustratedby
a.ensuringthatcontaminatedproductssuchasimpurefoodsdonotreachcustomers
b.ensuringthatproductsmeetstandardssuchasthoseoftheConsumerProductSafetyAct
c.designingsafeproductstolimitpossibleharmtoconsumers
d.usingprocessesthatmakeproductsassafeorasdurableastheirdesignspecificationscallfor
e.Alloftheabovearevalid.
e(Definingquality,easy)
35.Whichofthefollowingisnotoneofthemajorcategoriesofcostsassociatedwithquality?
a.preventioncosts
b.appraisalcosts
c.internalfailures
d.externalfailures
e.noneoftheabove;theyareallmajorcategoriesofcostsassociatedwithquality
e(Definingquality,moderate)
36.Allofthefollowingcostsarelikelytodecreaseasaresultofbetterqualityexcept
a.customerdissatisfactioncosts
b.inspectioncosts
c.scrapcosts
d.warrantyandservicecosts
e.maintenancecosts
e(Definingquality,moderate)
37.Inspection,scrap,andrepairareexamplesof
a.internalcosts
b.externalcosts
c.costsofdissatisfaction
d.preventioncosts
e.societalcosts
a(Definingquality,moderate)
38."Employeescannotproducegoodsthatonaverageexceedthequalityofwhattheprocessiscapableofproducing"expressesabasicelementinthewritingsof
a.VilfredoPareto
b.AdamSmith
c.JosephM.Juran
d.W.EdwardsDeming
e.PhilipB.Crosby
d(Definingquality,moderate)
39."QualityIsFree,"meaningthatthecostsofpoorqualityhavebeenunderstated,istheworkof
a.FrankGilbreth
b.FrankandLillianGilbreth
c.PhilipB.Crosby
d.Crosby,Stills,andNash
e.noneoftheabove
c(Definingquality,easy)
40.Thephilosophyofzerodefectsis
a.theresultofDeming'sresearch
b.unrealistic
c.prohibitivelycostly
d.anultimategoal;inpractice,1to2%defectsisacceptable
e.consistentwiththecommitmenttocontinuousimprovement
e(Totalqualitymanagement,moderate)
41.Basedonhis14Points,Demingisastrongproponentof
a.inspectionattheendoftheproductionprocess
b.anincreaseinnumericalquotastoboostproductivity
c.lookingforthecheapestsupplier
d.trainingandknowledge
e.alloftheabove
d(Totalqualitymanagement,moderate)
42.Stakeholderswhoareaffectedbytheproductionandmarketingofpoorqualityproductsinclude
a.stockholders,employees,andcustomers
b.suppliersandcreditors,butnotdistributors
c.onlystockholders,creditors,andowners
d.suppliersanddistributors,butnotcustomers
e.onlystockholdersandorganizationalexecutivesandmanagers
a(Definingquality,moderate)
43.Regardingthequalityofdesign,production,anddistributionofproducts,anethicalrequirementformanagementisto
a.determinewhetheranyoftheorganization'sstakeholdersareviolatedbypoorqualitypro
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