Quality "lies in the eyes of the beholder" is
  • organize errors, problems, or defects
  • a user-based definition of quality
  • produce to manage quality
  • detect a bad process immediately
Based on his 14 Points, Deming is a strong proponent of
  • training and knowledge
  • continuous improvement
  • a user-based definition of quality
  • produce to manage quality
"Poka-yoke" is the Japanese term for
  • False
  • True
  • produce to manage quality
  • foolproof
Techniques for building employee empowerment include
  • building communication networks that include employees developing open, supportive supervisors building high-morale organizations moving responsibility from both managers and staff to production employees All of the above are techniques for employee empowerment.
  • One of its core elements is life-cycle assessment. It deals with environmental management. It offers a good systematic approach to pollution prevention. It is not a prerequisite for ISO 9000 certification. All of the above are true.
  • produce to manage quality
  • external failures internal failures appraisal costs prevention costs None of the above; they are all major categories of costs associated with quality
Which of the following is true about ISO 14000 certification?
  • building communication networks that include employees developing open, supportive supervisors building high-morale organizations moving responsibility from both managers and staff to production employees All of the above are techniques for employee empowerment.
  • external failures internal failures appraisal costs prevention costs None of the above; they are all major categories of costs associated with quality
  • One of its core elements is life-cycle assessment. It deals with environmental management. It offers a good systematic approach to pollution prevention. It is not a prerequisite for ISO 9000 certification. All of the above are true.
  • continuous improvement
Total quality management emphasizes
  • organize errors, problems, or defects
  • a commitment to quality that goes beyond internal company issues to suppliers and customers
  • a user-based definition of quality
  • detect a bad process immediately
Pareto charts are used to
  • a user-based definition of quality
  • detect a bad process immediately
  • organize errors, problems, or defects
  • produce to manage quality
A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using
  • continuous improvement
  • False
  • cause-and-effect diagram
  • a Pareto chart
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the __________ tool of TQM.
  • a user-based definition of quality
  • a Pareto chart
  • continuous improvement
  • cause-and-effect diagram
ISO 9000 seeks standardization in terms of
  • produce to manage quality
  • continuous improvement
  • a user-based definition of quality
  • detect a bad process immediately
The goal of inspection is to
  • organize errors, problems, or defects
  • a user-based definition of quality
  • detect a bad process immediately
  • produce to manage quality
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