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14 Cards in this Set

  • Front
  • Back

Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas so that

continuous improvement is no longer necessary.



A n improvement in quality must necessarily increase costs.



Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.



Source inspection is inferior to inspection before costly operations.



I SO 9000 has evolved from a set of quality assurance standards toward a quality management system.



The Japanese use the term ʺpoka-yokeʺ to refer to continuous improvement.



A rnold Palmer Hospital uses which of the following quality management techniques?

A) flow charts

B) Just-in-Time

C) Pareto charts

D) benchmarking

E) The hospital uses all of the above techniques.


Three broad categories of definitions of quality are:

A) internal, external, and prevention

B) product quality, service quality, and organizational quality

C) Pareto, Shewhart, and Deming

D) user-based, manufacturing-based, and product-based

E) low-cost, response, and differentiation


The role of quality in limiting a firmʹs product liability is illustrated by

A) using processes that make products as safe or as durable as their

design specifications call for

B) ensuring that contaminated products such as impure foods do not

reach customers

C) ensuring that products meet standards such as those of the

Consumer Product Safety Act

D) designing safe products to limit possible harm to consumers

E) All of the above are valid.


Based on his 14 Points, Deming is a strong proponent of

A) training and knowledge

B) an increase in numerical quotas to boost productivity

C) inspection at the end of the production process

D) looking for the cheapest supplier

E) all of the above


Which of the following is true about ISO 14000 certification?

A) It is only sought by companies exporting their goods.

B) It is of little interest to European companies.

C) It indicates a higher level of adherence to standards than ISO 9000.

D) It is a prerequisite for ISO 9000 certification.

E) It deals with environmental management.


Which of the following statements regarding ʺSix Sigmaʺ is true?

A) Six Sigma means that about 99 percent of a firmʹs output is free of


B) The Six Sigma program is for manufacturing firms, and is not

applicable to services.

C) Six Sigma certification is granted by the International Standards

Organization (ISO).

D) The term has two distinct meaningsone is statistical; the other is a

comprehensive system.

E) The Six Sigma program was developed by Toyota in the 1970s.


A quality loss function utilizes all of the following costs except:

A) the cost of scrap and repair

B) the cost of customer dissatisfaction

C) sales costs

D) costs to society

E) inspection, warranty, and service costs


T he ʺfour Msʺ of cause-and-effect diagrams are:

A) named after four quality experts

B) material, methods, men, and mental attitude

C) material, management, manpower, and motivation

D) material, machinery/equipment, manpower, and methods

E) none of the above