TRUE-FALSE QUESTIONS (One point each) 1. The transcendent definition of quality
ID: 355598 • Letter: T
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TRUE-FALSE QUESTIONS (One point each) 1. The transcendent definition of quality provides a means by which quality can be measured or assessed as a basis for practical business decisions. 2. According to the product perspective of quality, larger number of product attributes are equivalent to higher quality. 3. The user perspective of quality judges a product based on how well the product performs its intended function. 4. According to the manufacturing perspective of quality, quality is based on the relationship of product benefits to price 5. Inspection was the primary means of quality control during the first half of the twentieth century. 6. During the 1940s and 1950s, after the World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success. 7. High quality of products is an important source of competitive advantage for organizations. 8. Today, organizations are asking employees to take more responsibility for acting as the point of contact between the organization and the customer. 9. Unlike other management gurus and consultants, Deming defined and described quality precisely. 10. Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory. 11. Juran advocated the use of quality cost accounting and analysis to focus attention on quality problems. 12. According to Crosby, quality is judged solely on whether requirements have been met and nonconformance is the absence of quality. 13. Feigenbaum, a quality philosopher, promoted the use of quality costs as a measurement and evaluation tool. 14. The ISO 9000:1994 series standards were intended to provide confidence to customers and other stakeholders that quality requirements are being achieved in the delivered product. 15. Processes must be measurable and repeatable in order to apply the techniques of process management. 16. Support processes generally require a higher level of attention than do value-creation processes. 17. Process control is the responsibility of those who directly accomplish the work. 18. The Kaizen philosophy requires a significant cultural change from all employees in the organization including the top management. 19. A kaizen blitz is an improvement initiative that is gradual and continuous and is performed on a part-time basis. 20. Statistics is a science concerned with the collection, organization, analysis, interpretation, and presentation of data. 21. Two events are independent if they have no outcomes in common. 22. The number of defects observed in a sample is an example of a continuous random variable. 23. The median is the observation that occurs most frequently. 24. A confidence interval is a point estimate of a population parameter. 25. In hypothesis testing, the null hypothesis, H0, is assumed to be false in the absence of contradictory data. MULTIPLE CHOICE QUESTIONS (One point each) 1. Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence? a. Product perspective b. Transcendent perspective c. Value perspective d. Manufacturing perspective 2. Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function? a. Product perspective b. Transcendent perspective c. Value perspective d. Manufacturing perspective 3. Which of the following is true of quality management during the age of craftsmanship that existed before the advent of industrial revolution? a. Inspection was the primary means of quality control. b. Various statistical methods and control charts were being used to identify quality problems in production processes and to ensure consistency of output. c. Ensuring quality of the products was the responsibility of the quality departments and not the workers who were directly involved in creating the products. d. Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them. 4. The concept of total quality is defined as a(n): a. customer-focused, results-oriented approach to business improvement that integrates many traditional quality improvement tools and techniques with a bottom-line and strategic orientation. b. people-focused management system that aims at continual increase in customer satisfaction at continually lower real cost. c. structured approach to organizational management that is used to prioritize and select projects that have high benefits relative to the effort involved in accomplishing them. d. integrated approach to organizational performance management that results in lower consumption of resources. 5. Which of the following is a negative impact of information technology on the customer service provided by service organizations? a. It has increased the labor intensity involved in the production of services. b. It has resulted in lesser personal interaction between consumers and service providers leading to decreased customer satisfaction among some consumers. c. It has decreased the speed of service. d. It has restricted the ability of the customers to compare products with competitor brands before making a purchase. 6. Improved conformance in production or service delivery tends to increase profitability as: a. it helps in differentiating the product from its competitors and improves the perceived value of the product. b. it ensures that the services are performed according to the convenience of the customer. c. it leads to lower costs through savings in rework, scrap, resolution of errors, and warranty expenses. d. it leads to improved employee motivation. 7. In Deming’s view, _____is the chief culprit of poor quality. a. concurrent engineering b. variation c. agility of the production process d. low level of tolerance in manufacturing 8. Organizations can ensure that the quality is rooted in their culture by: a. encouraging employees to do more than what they are expected to do through reward programs. b. internalizing quality at the personal level and encouraging employees to practice quality in all activities of life. c. ensuring that the company follows all the laws and regulations regarding product labeling, packaging, and other marketing requirements. d. allotting sufficient budget for equipment, training, and other means of assuring quality. 9. According to point one of Deming’s 14 points for quality improvement, the responsibility of improving a firm’s competitive position lies with ______. a. top management b. suppliers c. middle management d. employees 10. Which of the following is one of the four elements of Deming’s system of profound knowledge? a. Quality leadership b. Sub-optimization c. Understanding variation d. Modern quality technology 11. Which of the following is the difference between Deming’s and Juran’s quality philosophy? a. Juran made top management commitment an absolute necessity. b. Juran sought to improve quality by working within the system familiar to managers. c. Juran demonstrated that quality management practices will save, not cost money. d. Juran viewed quality as imperative in the future competitiveness in global markets. 12. In Juran’s quality trilogy, the process of preparing to meet quality goals is called: a. quality leadership. b. quality control. c. quality improvement. d. quality planning. 13. Feigenbaum popularized the term _____, which described the portion of plant capacity wasted due to poor quality. a. exponential distribution b. hidden factory c. quincunx d. quality trilogy 14. Who among the following influenced the development of a participative, bottom-up view of quality, which became the trademark of the Japanese approach to quality management? a. Joseph Juran b. A.V.Feigenbaum c. Kaoru Ishikawa d. Philip.B.Crosby 15. Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary? a. Design b. Improvement c. Process mapping d. Control 16. Value-creation processes are sometimes called _____ processes. a. core b. support c. job enrichment d. quality circle 17. ____ is an approach for mistake-proofing processes, developed by Shigeo Shingo that involves using automatic devices or simple methods to avoid human error. a. Kaizen b. Poka-yoke c. Process mapping d. Job enrichment 18. Which of the following is a type of customer error that results during an encounter? a. Failure to follow the instructions provided b. Failure to signal service inadequacies c. Failure to bring the necessary materials for the encounter d. Failure to understand the role in the service transaction 19. Which of the following statements is true regarding kaizen? a. It involves only the top management of the organization. b. It focuses on small, gradual, and frequent improvements. c. It requires very large financial investments. d. It attempts to achieve radical improvements in a very short time period. 20. Statistical methods help managers make sense of data and gain insight about the: a. ability of using statistics and quality tools in daily work. b. nature of variation in all processes. c. nature of variation in the processes they manage. d. technology used for data analysis and visualization. 22. The collection of all possible outcomes of an experiment is called the _____. a. event b. population c. sample space d. random variable 23. If a normal random variable has a mean = _____ and a standard deviation = _____, it is called a standard normal distribution. a. 1;0 b. 1;1 c. 0;0 d. 0;1 24. The _____ distribution models the time between randomly occurring events. a. normal b. Poisson c. exponential d. binomial 25. The component of statistical methodology that includes the collection, organization, and summarization of data is called: a. descriptive statistics. b. probability distribution. c. statistical inference. d. predictive statistics. 26. _____ is the process of drawing conclusions about unknown characteristics of a population from which data are taken. a. Descriptive statistics b. Regression analysis c. Statistical inference d. Correlation analysis 27. A _____ is a subset of objects taken from the _____. a. population; sample b. cluster; strata c. sample; population d. sample space; experiment 28. Given here are a set of sample data: 12.0, 18.3, 29.6, 14.3, and 27.8. The sample standard deviation for this data is equal to _____. a. 62.895 b. 7.931 c. 7.093 d. 50.316 29. _____ involve(s) drawing inferences about two contrasting propositions relating to the value of a population parameter, one of which is assumed to be true in the absence of contradictory data. a. Probability distributions b. Hypothesis testing c. Descriptive statistics d. Predictive statistics 30. _____ is a methodology for drawing conclusions about equality of means of multiple populations. a. Quality analysis b. Analysis of variance c. Correlation analysis d. Regression analysis ESSAY QUESTIONS 1. Explain the significance of integrating different quality perspectives in the value chain. (8 points) 2. Why is it important for organizations to internalize quality at the personal level? (7 points) CALCULATION PROBLEMS (10 points each) 1. At Plattsburgh Inc., 200 employees had colds. 150 employees who did no exercising had colds, and the remainders of the employees with colds were involved in a weekly exercise program. Half of the 1,000 employees at Plattsburgh Inc. were involved in a weekly exercise program. Design a joint probability table and find the probability that a randomly selected employee: Exercise (E) No exercise (Ec ) Total Cold (C) 50 150 200 No cold (Cc ) 450 350 800 Total 500 500 1000 a) didn’t get cold b) got cold and was involved in a weekly exercise program c) didn’t get cold and was not involved in a weekly exercise program d) Prove if “exercise” and “not getting cold” are statistically dependent or independent. 2. Battery manufacturers compete on the basis of the amount of time their products last in cameras and toys. A manufacturer of alkaline batteries has observed that its batteries last for an average of 26 hours when used in a toy racing car. The amount of time is normally distributed with a standard deviation of 2.5 hours. a) What is the probability that the battery lasts less than 28 hours? b) What is the probability that the battery lasts less than 25 hours? c) What is the probability that the battery lasts longer than 29 hours? d) What is the probability that the battery lasts longer than 24 hours? 3. The presence of harmful insects in farm fields is detected by erecting boards covered with a sticky material and then examining the insects trapped on the boards. To investigate which colors are most attractive to cereal leaf beetles, researchers placed six boards of each of four colors in a field of oats in July. The table below gives data on the number of cereal leaf beetles trapped: Color Insects Trapped Yellow 45 59 48 46 38 47 White 21 12 14 17 13 17 Green 37 32 15 25 39 41 Blue 16 11 20 21 14 7 a) State hypotheses. b) Do ANOVA analysis in EXCEL, get F-ratio and P-value and answer the following question; From the F-ratio and P-value, what conclusion can be drawn regarding the null hypothesis? Why? What does it mean that the null hypothesis is accepted or rejected regarding the above experiment? Explain in-detail.
Explanation / Answer
1. The correct answer is false.
Quality is nothing but the total attributes of the product or service that is important to fulfill the needs and preferences of the customers. As per transcendent approach, quality can be measured or assessed through judgement and is achieved through experience.
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