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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. 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.
2. Pareto charts are used to:
3. According to the manufacturing-based definition of quality:
4. Source inspection is inferior to inspection before costly operations.
5. 'Making it right the first time' is:
6. Conforming to standards is the focus of the product-based definition of quality.
7. Line employees need the knowledge of TQM tools.
8. TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations.
9. Philip Crosby is credited with both of these quality catch-phrases: 'quality is free' and 'zero defects.'
10. Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.
11. What refers to training and empowering frontline workers to solve a problem immediately?
12. Stakeholders who are affected by the production and marketing of poor quality products include:
13. The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e., user based) definition.
14. To become ISO 9000 certified, organizations must:
15. One of the ways that just-in-time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.
16. Members of quality circles are:
17. When sample measurements falls inside the control limits, it means that:
18. Three broad categories of definitions of quality are:
19. Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the:
20. Which of the following is not a typical inspection point?
21. The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business success.
22. Which of the following statements regarding Arnold Palmer Hospital is FALSE?
23. Quality is mostly the business of the quality control staff, not ordinary employees.
24. 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:
25. A successful TQM program incorporates all EXCEPT which of the following?

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