第4章 运作管理试题.docx

1、第4章 运作管理试题CHAPTER 4: MANAGING QUALITYTRUE/FALSE1. Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areasso that continuous improvement is no longer necessary.False (Global company profile, moderate)2. An improvement in q

2、uality must necessarily increase costs.False (Quality and strategy, easy)3. For most, if not all organizations, quality is a tactical rather than a strategic issue.False (Quality and strategy, moderate)4. The definition of quality adopted by The American Society for Quality Control is a customer-ori

3、ented definition.True (Defining quality, easy)5. Conforming to standards is the focus of the product-based definition of quality.False (Defining quality, moderate)6. Internal failure costs are associated with scrap, rework, and downtime.True (Defining quality, easy)7. Philip Crosby is credited with

4、both of these quality catch-phrases: quality is free and zero defects.True (Defining quality, easy)8. Demings writings on quality tend to focus on the customer and on fitness for use, unlike Jurans work that is oriented toward meeting specifications.False (defining quality, moderate)9. The delivery

5、of quality products and services to customers is important, for reasons that include profitability as well as social responsibility.True (Defining quality, moderate)10. ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.True (International quality stand

6、ards, moderate)11. Quality is mostly the business of the quality control staff, not ordinary employees.False (Total quality management, moderate)12. TQM is important because quality influences all of the ten decisions made by operations managers.True (Total quality management, moderate)13. The phras

7、e Six Sigma has two meanings. One is statistical, referring to an extremely high process capability; the other is a comprehensive system for achieving and sustaining business success.True (Quality and strategy, moderate)14. Continuous improvement is based on the philosophy that any aspect of an orga

8、nization can be improved.True (Total quality management, moderate)15. Kaizen is similar to TQM in that both are focused on continuous improvement.True (Total quality management, moderate)16. The Japanese use the term poka-yoke to refer to continuous improvement.False (Total quality management, moder

9、ate)17. Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.True (Total quality management, moderate)18. Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing on

10、e of your divisions to another of your divisions.False (Total quality management, moderate)19. Line employees need the knowledge of TQM tools.True (Total quality management, easy)20. One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.T

11、rue (Total quality management, moderate)21. The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.False (Total quality management, moderate)22. Pareto charts are a graphical way of identifying the few critical

12、items from the many less important ones.True (Tools of TQM, moderate)23. A cause-and-effect diagram helps identify the source of a problem.True (Tools of TQM, moderate)24. Source inspection is inferior to inspection before costly operations.False (The role of inspection, moderate)25. Of the several

13、determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.False (TQM in services, moderate)26. The quality of services is more difficult to measure than the quality of goods because both the intangible differences between service pr

14、oducts and consumers intangible expectations are poorly defined.True (TQM in services, moderate)MULTIPLE CHOICE27. Which of the following statements regarding Arnold Palmer Hospital is false? a. The hospital uses a wide range of quality management techniques. b. The culture of quality at the hospita

15、l includes employees at all levels. c. The hospital scores very highly in national studies of patient satisfaction. d. The hospitals high quality is measured by low readmission rates, not patient satisfaction. e. The design of patient rooms, even wall colors, reflects the hospitals culture of qualit

16、y. d (Global company profile, moderate)28. Arnold Palmer Hospital uses which of the following quality management techniques? a. Pareto charts b. flow charts c. benchmarking d. Just-in-Time e. The hospital uses all of the above techniques. e (Global company profile, easy)29. Which of the following st

17、atements best describes the relationship between quality management and product strategy? a. Product strategy is set by top management; quality management is an independent activity. b. Quality management is important to the low-cost product strategy, but not to the response or differentiation strat

18、egies. c. High quality is important to all three strategies, but it is not a critical success factor. d. Managing quality helps build successful product strategies. e. Companies with the highest measures of quality were no more productive than other firms. d (Defining quality, moderate)30. Quality i

19、s defined by the customer is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality b (Defining quality, moderate)31. Making i

20、t right the first time is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality c (Defining quality, moderate)32. Three broad

21、 categories of definitions of quality are a. product quality, service quality, and organizational quality b. user-based, manufacturing-based, and product-based c. internal, external, and prevention d. low-cost, response, and differentiation e. Pareto, Shewhart, and Deming b (Defining quality, easy)3

22、3. According to the manufacturing-based definition of quality, a. quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost b. quality depends on how well the product fits patterns of consumer preferences c. even though quality cannot be defined,

23、 you know what it is d. quality is the degree to which a specific product conforms to standards e. quality lies in the eyes of the beholder d (Defining quality, moderate)34. The role of quality in limiting a firms product liability is illustrated by a. ensuring that contaminated products such as imp

24、ure foods do not reach customers b. ensuring that products meet standards such as those of the Consumer Product Safety Act c. designing safe products to limit possible harm to consumers d. using processes that make products as safe or as durable as their design specifications call for e. All of the

25、above are valid. e (Defining quality, easy)35. Which of the following is not one of the major categories of costs associated with quality? a. prevention costs b. appraisal costs c. internal failures d. external failures e. none of the above; they are all major categories of costs associated with qua

26、lity e (Defining quality, moderate)36. All of the following costs are likely to decrease as a result of better quality except a. customer dissatisfaction costs b. inspection costs c. scrap costs d. warranty and service costs e. maintenance costs e (Defining quality, moderate)37. Inspection, scrap, a

27、nd repair are examples of a. internal costs b. external costs c. costs of dissatisfaction d. prevention costs e. societal costs a (Defining quality, moderate)38. Employees cannot produce goods that on average exceed the quality of what the process is capable of producing expresses a basic element in

28、 the writings of a. Vilfredo Pareto b. Adam Smith c. Joseph M. Juran d. W. Edwards Deming e. Philip B. Crosby d (Defining quality, moderate)39. Quality Is Free, meaning that the costs of poor quality have been understated, is the work of a. Frank Gilbreth b. Frank and Lillian Gilbreth c. Philip B. C

29、rosby d. Crosby, Stills, and Nash e. none of the above c (Defining quality, easy)40. The philosophy of zero defects is a. the result of Demings research b. unrealistic c. prohibitively costly d. an ultimate goal; in practice, 1 to 2% defects is acceptable e. consistent with the commitment to continu

30、ous improvement e (Total quality management, moderate)41. Based on his 14 Points, Deming is a strong proponent of a. inspection at the end of the production process b. an increase in numerical quotas to boost productivity c. looking for the cheapest supplier d. training and knowledge e. all of the a

31、bove d (Total quality management, moderate)42. Stakeholders who are affected by the production and marketing of poor quality products include a. stockholders, employees, and customers b. suppliers and creditors, but not distributors c. only stockholders, creditors, and owners d. suppliers and distri

32、butors, but not customers e. only stockholders and organizational executives and managers a (Defining quality, moderate)43. Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to a. determine whether any of the organizations stakeholders are violated by poor quality pro