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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. One of Britain's largest children's hospitals working with Ferrari Racing is an example of:
2. A cause-and-effect diagram helps identify the sources of a problem.
3. If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?
4. TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations.
5. A fishbone chart is also known as a:
6. Pareto charts are used to:
7. According to the manufacturing-based definition of quality:
8. 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:
9. A Three Sigma program has how many defects per million?
10. One of the ways that just-in-time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.
11. Techniques for building employee empowerment include:
12. Conforming to standards is the focus of the product-based definition of quality.
13. A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.
14. Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:
15. Pareto charts are a graphical way of identifying the few critical items from the many less important ones.
16. Kaizen is a Japanese term meaning:
17. Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?
18. A quality loss function includes all of the following costs EXCEPT:
19. A successful TQM program incorporates all EXCEPT which of the following?
20. 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.
21. Which of the following statements regarding 'Six Sigma' is TRUE?
22. The process improvement technique that sorts the vital few from the trivial many is:
23. To become ISO 9000 certified, organizations must:
24. Which of the following is NOT one of the major categories of costs associated with quality?
25. Stakeholders who are affected by the production and marketing of poor quality products include:

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