第4章 运作管理试题.docx

第4章 运作管理试题.docx

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第4章运作管理试题

CHAPTER4:

MANAGINGQUALITY

TRUE/FALSE

1.ManagersatArnoldPalmerHospitaltakequalitysoseriouslythatthehospitaltypicallyisanationalleaderinseveralqualityareas—sothatcontinuousimprovementisnolongernecessary.

False（Globalcompanyprofile,moderate）

2.Animprovementinqualitymustnecessarilyincreasecosts.

False（Qualityandstrategy,easy）

3.Formost,ifnotallorganizations,qualityisatacticalratherthanastrategicissue.

False（Qualityandstrategy,moderate）

4.ThedefinitionofqualityadoptedbyTheAmericanSocietyforQualityControlisacustomer-orienteddefinition.

True（Definingquality,easy）

5.Conformingtostandardsisthefocusoftheproduct-baseddefinitionofquality.

False（Definingquality,moderate）

6.Internalfailurecostsareassociatedwithscrap,rework,anddowntime.

True（Definingquality,easy）

7.PhilipCrosbyiscreditedwithbothofthesequalitycatch-phrases:

"qualityisfree"and"zerodefects."

True（Definingquality,easy）

8.Deming'swritingsonqualitytendtofocusonthecustomerandonfitnessforuse,unlikeJuran'sworkthatisorientedtowardmeetingspecifications.

False（definingquality,moderate）

9.Thedeliveryofqualityproductsandservicestocustomersisimportant,forreasonsthatincludeprofitabilityaswellassocialresponsibility.

True（Definingquality,moderate）

10.ISO9000hasevolvedfromasetofqualityassurancestandardstowardaqualitymanagementsystem.

True（Internationalqualitystandards,moderate）

11.Qualityismostlythebusinessofthequalitycontrolstaff,notordinaryemployees.

False（Totalqualitymanagement,moderate）

12.TQMisimportantbecausequalityinfluencesallofthetendecisionsmadebyoperationsmanagers.

True（Totalqualitymanagement,moderate）

13.ThephraseSixSigmahastwomeanings.Oneisstatistical,referringtoanextremelyhighprocesscapability;theotherisacomprehensivesystemforachievingandsustainingbusinesssuccess.

True（Qualityandstrategy,moderate）

14.Continuousimprovementisbasedonthephilosophythatanyaspectofanorganizationcanbeimproved.

True（Totalqualitymanagement,moderate）

15.KaizenissimilartoTQMinthatbotharefocusedoncontinuousimprovement.

True（Totalqualitymanagement,moderate）

16.TheJapaneseusetheterm"poka-yoke"torefertocontinuousimprovement.

False（Totalqualitymanagement,moderate）

17.Qualitycirclesempoweremployeestoimproveproductivitybyfindingsolutionstowork-relatedproblemsintheirworkarea.

True（Totalqualitymanagement,moderate）

18.Benchmarkingrequiresthecomparisonofyourfirmtootherorganizations;itisnotappropriatetobenchmarkbycomparingoneofyourdivisionstoanotherofyourdivisions.

False（Totalqualitymanagement,moderate）

19.LineemployeesneedtheknowledgeofTQMtools.

True（Totalqualitymanagement,easy）

20.OneofthewaysthatJust-In-Time（orJIT）influencesqualityisthatbyreducinginventory,badqualityisexposed.

True（Totalqualitymanagement,moderate）

21.Thequalitylossfunctionindicatesthatcostsrelatedtopoorqualityarelowaslongastheproductiswithinacceptablespecificationlimits.

False（Totalqualitymanagement,moderate）

22.Paretochartsareagraphicalwayofidentifyingthefewcriticalitemsfromthemanylessimportantones.

True（ToolsofTQM,moderate）

23.Acause-and-effectdiagramhelpsidentifythesourceofaproblem.

True（ToolsofTQM,moderate）

24.Sourceinspectionisinferiortoinspectionbeforecostlyoperations.

False（Theroleofinspection,moderate）

25.Oftheseveraldeterminantsofservicequality,accessistheonethatrelatestokeepingcustomersinformedinlanguagetheycanunderstand.

False（TQMinservices,moderate）

26.Thequalityofservicesismoredifficulttomeasurethanthequalityofgoodsbecauseboththeintangibledifferencesbetweenserviceproductsandconsumers'intangibleexpectationsarepoorlydefined.

True（TQMinservices,moderate）

MULTIPLECHOICE

27.WhichofthefollowingstatementsregardingArnoldPalmerHospitalisfalse?

a.Thehospitalusesawiderangeofqualitymanagementtechniques.

b.Thecultureofqualityatthehospitalincludesemployeesatalllevels.

c.Thehospitalscoresveryhighlyinnationalstudiesofpatientsatisfaction.

d.Thehospital'shighqualityismeasuredbylowreadmissionrates,notpatientsatisfaction.

e.Thedesignofpatientrooms,evenwallcolors,reflectsthehospital'scultureofquality.

d（Globalcompanyprofile,moderate）

28.ArnoldPalmerHospitaluseswhichofthefollowingqualitymanagementtechniques?

a.Paretocharts

b.flowcharts

c.benchmarking

d.Just-in-Time

e.Thehospitalusesalloftheabovetechniques.

e（Globalcompanyprofile,easy）

29.Whichofthefollowingstatementsbestdescribestherelationshipbetweenqualitymanagementandproductstrategy?

a.Productstrategyissetbytopmanagement;qualitymanagementisanindependentactivity.

b.Qualitymanagementisimportanttothelow-costproductstrategy,butnottotheresponseordifferentiationstrategies.

c.Highqualityisimportanttoallthreestrategies,butitisnotacriticalsuccessfactor.

d.Managingqualityhelpsbuildsuccessfulproductstrategies.

e.Companieswiththehighestmeasuresofqualitywerenomoreproductivethanotherfirms.

d（Definingquality,moderate）

30."Qualityisdefinedbythecustomer"is

a.anunrealisticdefinitionofquality

b.auser-baseddefinitionofquality

c.amanufacturing-baseddefinitionofquality

d.aproduct-baseddefinitionofquality

e.thedefinitionproposedbytheAmericanSocietyforQuality

b（Definingquality,moderate）

31."Makingitrightthefirsttime"is

a.anunrealisticdefinitionofquality

b.auser-baseddefinitionofquality

c.amanufacturing-baseddefinitionofquality

d.aproduct-baseddefinitionofquality

e.thedefinitionproposedbytheAmericanSocietyforQuality

c（Definingquality,moderate）

32.Threebroadcategoriesofdefinitionsofqualityare

a.productquality,servicequality,andorganizationalquality

b.user-based,manufacturing-based,andproduct-based

c.internal,external,andprevention

d.low-cost,response,anddifferentiation

e.Pareto,Shewhart,andDeming

b（Definingquality,easy）

33.Accordingtothemanufacturing-baseddefinitionofquality,

a.qualityisthedegreeofexcellenceatanacceptablepriceandthecontrolofvariabilityatanacceptablecost

b.qualitydependsonhowwelltheproductfitspatternsofconsumerpreferences

c.eventhoughqualitycannotbedefined,youknowwhatitis

d.qualityisthedegreetowhichaspecificproductconformstostandards

e.qualityliesintheeyesofthebeholder

d（Definingquality,moderate）

34.Theroleofqualityinlimitingafirm'sproductliabilityisillustratedby

a.ensuringthatcontaminatedproductssuchasimpurefoodsdonotreachcustomers

b.ensuringthatproductsmeetstandardssuchasthoseoftheConsumerProductSafetyAct

c.designingsafeproductstolimitpossibleharmtoconsumers

d.usingprocessesthatmakeproductsassafeorasdurableastheirdesignspecificationscallfor

e.Alloftheabovearevalid.

e（Definingquality,easy）

35.Whichofthefollowingisnotoneofthemajorcategoriesofcostsassociatedwithquality?

a.preventioncosts

b.appraisalcosts

c.internalfailures

d.externalfailures

e.noneoftheabove;theyareallmajorcategoriesofcostsassociatedwithquality

e（Definingquality,moderate）

36.Allofthefollowingcostsarelikelytodecreaseasaresultofbetterqualityexcept

a.customerdissatisfactioncosts

b.inspectioncosts

c.scrapcosts

d.warrantyandservicecosts

e.maintenancecosts

e（Definingquality,moderate）

37.Inspection,scrap,andrepairareexamplesof

a.internalcosts

b.externalcosts

c.costsofdissatisfaction

d.preventioncosts

e.societalcosts

a（Definingquality,moderate）

38."Employeescannotproducegoodsthatonaverageexceedthequalityofwhattheprocessiscapableofproducing"expressesabasicelementinthewritingsof

a.VilfredoPareto

b.AdamSmith

c.JosephM.Juran

d.W.EdwardsDeming

e.PhilipB.Crosby

d（Definingquality,moderate）

39."QualityIsFree,"meaningthatthecostsofpoorqualityhavebeenunderstated,istheworkof

a.FrankGilbreth

b.FrankandLillianGilbreth

c.PhilipB.Crosby

d.Crosby,Stills,andNash

e.noneoftheabove

c（Definingquality,easy）

40.Thephilosophyofzerodefectsis

a.theresultofDeming'sresearch

b.unrealistic

c.prohibitivelycostly

d.anultimategoal;inpractice,1to2%defectsisacceptable

e.consistentwiththecommitmenttocontinuousimprovement

e（Totalqualitymanagement,moderate）

41.Basedonhis14Points,Demingisastrongproponentof

a.inspectionattheendoftheproductionprocess

b.anincreaseinnumericalquotastoboostproductivity

c.lookingforthecheapestsupplier

d.trainingandknowledge

e.alloftheabove

d（Totalqualitymanagement,moderate）

42.Stakeholderswhoareaffectedbytheproductionandmarketingofpoorqualityproductsinclude

a.stockholders,employees,andcustomers

b.suppliersandcreditors,butnotdistributors

c.onlystockholders,creditors,andowners

d.suppliersanddistributors,butnotcustomers

e.onlystockholdersandorganizationalexecutivesandmanagers

a（Definingquality,moderate）

43.Regardingthequalityofdesign,production,anddistributionofproducts,anethicalrequirementformanagementisto

a.determinewhetheranyoftheorganization'sstakeholdersareviolatedbypoorqualitypro