Total Quality Management

421. The majority of product defects could be prevented in most processes if manufacturers would do the following:

  1. Increase the use of acceptance control charts instead of standard three-sigma control charts
  2. Make a concerted effort to eliminate the potential for product defects in the design stage
  3. Create a quality control department
  4. A and B
  5. A and C
Correct answer: (B)
Make a concerted effort to eliminate the potential for product defects in the design stage

422. In order to achieve long-term quality improvements, management must do the following:

  1. Motivate the employees with seminars, contests, and institution of programs such as "Quality Improvement" day
  2. Create a quality control department and give the head of the department ultimate responsibility for quality improvement
  3. Implement a formal quality control program with worker and management involvement
  4. Establish financial incentive packages for workers
  5. A and D
Correct answer: (C)
Implement a formal quality control program with worker and management involvement

423. Quality control is:

  1. identifying which quality standards are relevant to the project and determining how to satisfy them
  2. monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance
  3. evaluating overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards
  4. taking action to increase the effectiveness and efficiency of the project so as to provide added benefits to both the performing organization and the project customer
  5. assuming the production of goods that meet the highest standards of luxury
Correct answer: (B)
monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance

424. The primary driver(s) behind the demand for continual qualify improvement is / are:

  1. an increase in the number of projects being worked
  2. the government cost improvement reports that have created widespread public interest in quality
  3. the prevalence of media reports on quality circles and other quality improvement techniques
  4. the need to both reduce costs and ensure consistency in the performance of products and services
  5. B and D
Correct answer: (E)
B and D

425. The ______________ of a product or service mostly affects its reliability and maintenance characteristics.

  1. design
  2. concept
  3. fabrication
  4. performance
  5. cost
Correct answer: (A)
design

426. Of the following statements, which one(s) is / are true?

  1. Quality is the usual result when skilled designers and skilled implementors work on the project
  2. Quality is 10% skill and 90% luck
  3. Quality can be achieved with the proper combination of personnel, materials, methods, and time to do the work
  4. None of the above
  5. A and C
Correct answer: (E)
A and C

427. Which of the following statements best characterizes the quality management practice called benchmarking?

  1. The ISO term for progress measurement
  2. Comparing planned project practices to those of other projects
  3. A technique used to test certain types of electronic equipment
  4. The difference between grade and quality
  5. The measurement of customer satisfaction
Correct answer: (B)
Comparing planned project practices to those of other projects

428. Zero Defects is an element of the quality management philosophy that is a ______________ for all workers to be achieved ______________.

  1. slogan; whenever possible
  2. slogan; most of the time
  3. standard; at all times
  4. standard; whenever possible
  5. standard; during critical operations
Correct answer: (C)
standard; at all times

429. Statistical sampling methods are valid for most projects, regardless of the lack of repetitive processes, because ______________.

  1. projects rely on external vendors for products that must meet contractual specifications to conform to the requirements
  2. purchased materials will never meet the requirements of the project
  3. services are amenable to statistical sampling even for small lots
  4. it looks good to the customer when there is a mathematical approach to quality
  5. statistics provide a basis for customer acceptance of the projects
Correct answer: (A)
projects rely on external vendors for products that must meet contractual specifications to conform to the requirements

430. Customers are the driving force in any project and determine the requirements to be met. In dealing with customers' complaints, it is important to ______________.

  1. avoid commitment to correction on an "out of warranty" item
  2. talk to them until they see the reason the complaints are trivial
  3. give them something more than they contracted to receive to suppress any feelings of dissatisfaction
  4. provide them with the full scope of the contracted product or service
  5. realize that customers ask for too much and to change their perceptions about the product or service requirements
Correct answer: (D)
provide them with the full scope of the contracted product or service
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