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Operations Management 101 Practice Test: Quality Management and International Standards
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Quality management is the process of overseeing activities and tasks to maintain a desired level of excellence. This includes determining a quality policy, creating and implementing quality planning and assurance, and quality control and improvement.  The International Organization for Standardization (ISO) is an independent, non-governmental organization that develops international standards for quality management. ISO 9000 is a set of standards that aims to encourage the production of goods and services that meet a globally-acceptable level of quality. The seven principles of quality... Show more
Operations Management 101 Practice Test: Quality Management and International Standards
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25 Questions

1. A manager tells her production employees, 'It's no longer good enough that your work falls anywhere within the specification limits. I need your work to be as close to the target value as possible.' Her thinking is reflective of:
2. When sample measurements falls inside the control limits, it means that:
3. Pareto charts are a graphical way of identifying the few critical items from the many less important ones.
4. In his book, Safe Patients, Smart Hospitals, Dr. Peter Pronovost emphasizes the use of what tool to reduce catheter infections?
5. A successful TQM program incorporates all EXCEPT which of the following?
6. A fishbone chart is also known as a:
7. The Japanese use the term poka-yoke to refer to continuous improvement.
8. What refers to training and empowering frontline workers to solve a problem immediately?
9. Philip Crosby is credited with both of these quality catch-phrases: 'quality is free' and 'zero defects.'
10. Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels?
11. One of Britain's largest children's hospitals working with Ferrari Racing is an example of:
12. 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:
13. Which of the following statements is NOT true?
14. Pareto charts are used to:
15. A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.
16. Continuous improvement is based on the philosophy that any aspect of an operation can be improved.
17. Source inspection is inferior to inspection before costly operations.
18. PDCA is most often applied with regard to which aspect of TQM?
19. A quality loss function includes all of the following costs EXCEPT:
20. Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.
21. Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.
22. Marketing issues such as advertising, image, and promotion are important to quality because:
23. All of the following costs are likely to decrease as a result of better quality EXCEPT:
24. A cause-and-effect diagram helps identify the sources of a problem.
25. 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.

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