Professional Documents
Culture Documents
~atomsphere
=all the above}
11,partnering is a
{~a lomg term commitment betwwen organisations
~trust
~shared vision
=all the above}
12, soucing is
{~sole
~multiple
~single
=all the above}
13,multiple sources will have
{~ two or more suppliers
~competition leads to quality
~three will be selected
~all the above}
14, a single source is
{=a planned decisiopn
~ supplier avaialble
~ltrust
~objectives}
15, the supplier selection based on {~supplier should have stable management sys
tem
~should have production capacity
~should maintain delivery time
= alll the above}
16 ,the seven tools of quality is
{~pareto diagram
~process flow diagram
~check sheets
=all the above}
17,the graph that ranks the data classifications in descending order fro left to
right
{=pareto diagram
~cause and effect diagram
~histogram
~control charts}
18,the graph indicates the relationship between specified and target is
{~check sheets
=histogram
~cause and effect diagram
~none of the above}
29,the simple way to determine relationship between two varible is
{~histogram
~check sheet
=scatter diagram
~pareto diagram}
30,which of the following form design varies from indiviual to individual normal
ly
{~causeand effect diagram
=check sheet
~pareto diagram
~none of the above}
31affinity diagram is
{~allows the team to creatively generate a large number of issues /ideas
~logically group them for problem solving
~possible break through solution
=all the above}
32tree diagram is
{= to reduce any broad objective into increasing levels of detail to achieve the
objective.
~brainstorming
~pareto diagram
~matrix diagram}
33prioritization matrices is
{~designed to reduce the teams options
~prioritize issues,tasks.characteristicsbased on weighted criteria
~combination of tree diagram and matrix diagram
=allthe above}
34which diagram allows the tea to schedule a project efficiently
{~affinity diagram
~pareto diagram
~matrix diagram
=activity network diagram}
35 which diagranm clarifies the interrelationship many factors of acomplex situa
tion
{~matrix diagram
~affinity diagram
=interrelationship diagram
~all the above }
31,What is VOC
{=Voice of Customer
~Voice of Client
~Voice of Creator
~Voice of Competitor}
32, Six sigma is
Latest Japanese Quality Theory
A BMW
Cpk = 2.0
33,Six Sigma implies
A statistical method
A trouble-shooting method
Teams are effective
to others
Getting ISO 9000 audit done
If management is motivated
42,Study methods can be improved by
Benchmarking
Improved note taking
Vacations
Sitting in the front row
Buying books
43,11-1. Which one of these terms is associated with studying another organizati
on's products or operations?
a. Brainstorming
b. Benchmarking
c. Pareto analysis
d. Continuous improvement
11-2. Which one of these is the conceptual basis for continuous improvement?
a. Benchmarking
b. Cause-and-effect diagram
c. Pareto analysis
d. The plan-do-study-act cycle
11-3. Which one of these is a tool for problem solving?
a. Benchmarking.
b. Cause-and-effect diagram.
c. Pareto analysis.
d. The plan-do-study-act cycle.
11-4. The term "80-20 rule" is most closely associated with:
a. Control charts
b. Pareto analysis
c. Check sheets
d. Brainstorming
which helps the organisation to developthe strength
{=benchmarking
~pareto diagram
~affinity diagram
~none of the above}
reasons for benchmarking is that
{~inspires managers andorganisationsto complete
~to setthe goalsbasedon external information
~as a contiuous improvement tool
=none of the above}
comparision basedon the performance indicators is
{~strategic benchmarking
~product benchmarking
~process benchmarking
~none of the above}
generic benchmarking is
{~strategic benchmarking
~performance benchmarking
~product benchmarking
=none of the above }
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You are here: HomeMCQsMGT510 (MGMT510): Total Quality Management MCQsMGT510
(MGMT510) MCQs collection from past Quizzes
Virtual University MCQs BANK - MCQs Collection from Online Quizzes
is something everlasting
issomething timeless and enduring
is something priceless
is something perfect
The products manufactured during 1800s were unique. How quality was ensured in t
his era?
Through
Through
Through
Through
renovation
inspection
calculation
repair
Which of the following is typically viewed to lie between fully vertically integ
rated firms?
Supply chain management ??
Production chain management
Value chain management
Demand chain management
The majority of advertisers appeal the public on the basis of which of the follo
wing?
Quality of product
Quality of staff
Inferiority of product
Inferiority of service
Learn how to tell when nothing can be gained from further discussion. This refer
s to which of the following discussion skills in meetings?
Acting as gatekeepers
Closing the discussion
Asking for clarification
Marketing research carried out to know whether the particular area should be cov
ered in this course. What the course instructor should develop?
The
The
The
The
course
course
course
course
meeting
meeting
meeting
meeting
requirements
requirements
requirements
requirements
of
of
of
of
the
the
the
the
university
instructor
students
bookseller
Turnover
Quiz No 2
Nov 20, 2009
Which of the following is required for meeting and exceeding customer s need?
Planning
Control
Execution
Innovation
Which of the following can help to eliminate fear and encourage teamwork?
Management
Workmanship
Leadership
Risk-taking
Which of the following focuses on results, not process, and encourages short-ter
m behavior?
Typical American MBO system
Typical Japanese MBO system
Typical Chinese MBO system
Uncommon Chinese MBO system
They see events as individuals incidents rather than the net result of many inter
actions and interdependent forces
They do not know the difference between prediction, forecasting, and guesswork
They create cynicism, demoralization, de-motivation, guilt, resentment, burnout,
craziness, and turnover
They do not understand the difference between improvement and change
Who made some salient observations about the failure to understand the component
s of Profound Knowledge?
Scholtes
Deming
Juran
Crosby
Which of the following decisions assume the existence of the facilities, but det
ermine the exact path(s) through which a product flows to and from these facilit
ies?
Location decisions
Production decisions
Inventory decisions
Transportation decisions
If the change was successful, implement it on a wider scale and continuously ass
ess your results. Which stage represents this statement in the Shewhart Cycle?
Do stage
Act stage
Plan stage
Check stage
They
spend 4 to 17 years on the factory floor
They
spend 7 to 22 years on the factory floor
components
components
components
components
of
of
of
of
any
any
any
any
system
system
system
system
1) The concept of common and special causes of variations was developed by:
Deming
Walter Shewhart
Juran
Taguchi
2) MBO stands for:
Management by Objective
Management by Organization
Maintenance by Objective
Maintenance by Organization
3)Which of the following statements is true about routine inspection:
It
acknowledges defects but does not add value to the product
4)
The success of Japanese manufacturers is due to
________, small and incremental
improvements in design and production.
Continuous
Abrupt
Continual
5)
All of the following statements are true about
institute training except:
It improves quality
It improves productivity
It enhances workers
morale
It
certainly results in salary increment
6)
One of the advantages of team work is:
It
breaks down barriers between internal customers and suppliers
It results in promotion
vuzs
7)
Reworking _______ the cost of quality.
Decreases
Increases
Neutralizes
Continuous improvement
Continual
improvement
Constant improvement
Consecutive improvement
9)
Total quality costs include:
Prevention costs
Appraisal costs
Failure costs
All
of the given options
10) The
no. of principles in Dr. W. Edwards Deming's quality principles is ____________.
www.vuzs.info
10
12
14
1 During 1980s,
the job characteristic of quality professionals was:
A Educating
others
B Achieving
personal targets
C Consultative
work with other departments
D None of the above
2 During 1800s,
the quality was viewed as:
A A problem
that can never be solved
B A problem to be solved
C A tool for
measuring system
D A remedy to
control decline
3 Why the
factory managers created inspection departments?
A To keep defective products aside, ensuring
they do not reach the customers
B To ensure
quantity of goods/services
C To count,
grade, and rework
D All of the
above
4 During 1950s,
controlling quality meant:
A To understand
and address the causes of poor quality
B To simplify
and speed up process
C To link
outcomes to uses
D Acting on defects
5 The father
of statistical quality control is:
A F. W. Taylor
B Joseph M.
Juran
C Philip Crosby
D Walter Shewhart
7 Today s
consumers define quality as being flawless and having all of the
attributes they want in just the way they want them.
True
False
8 The Deming
Chain Reaction theory states that one of the main purposes of
having quality products and processes is more rework.
True
False
9 The theory of
variation helps us understand when there has not been a
genuine improvement in performance
True
False
10 A SIPOC
diagram is a tool used by a team to identify all relevant elements of
a process improvement project before work begins.
True
False
1
Nonconformance is an expense of:
A Profit of
quality
B Defects of
quality
C Quality of
product
D Cost of quality
2 Crosby s
approach to management is:
A A problem
that can never be solved
B Absolutes of Quality Management
C Interim
Management
D ISO
3 Best price or
zero cost is:
A To keep
defective products aside, ensuring they do not reach the customers
B Prerogative cost
C To count,
grade, and rework
D Cost
leadership
4 Example of
prevention costs is:
A Quality improvement projects
B Downgrading
C To link
outcomes to uses
D Warranty
claims
5 Big Q is:
A Quality of
services
B Quality of
people
C Quality of
processes
D All of the above
6 Zero Defects
is a widely accepted and understandable concept.
True
False
7 Managers
assumed that they should not improve quality because defects are
less costly.
True
False
8 Quality is a
destination.
True
False
10 ISO was
first released in 1882.
True
False
3.
Quality checklists are used to:
a. Ensure that Quality Assurance steps were
followed
b. Keep quality inspectors busy
4.
The ISO 9001:2000 standards are
a. More widely adopted in the U.S. than in Europe
b.
Quality
management procedures that address leadership, documentation, and
record-keeping
c. Are known as the Baldrige standards in the U.S
d. A set of product specifications for all industries
d.
All of the above
10.
The underlying cause(s) of TQM deficiencies is (are):
The
failure of managers to understand the concept of quality
Costly
implementation of quality management system
Lack
of employee involvement
All
of the given options
1.
Leaders:
a. Push
rather than pull
b. Must
be trustworthy but not necessarily courageous
c. Know
where they want to go
d. Need
to dictate
2.
The Steering Committee must develop:
a.
Mission statement
b.
Continual improvement
c.
Vision statement
d.
All of the above
3.
One thing that the implementation plan must provide is:
a.
Short-term focus
b.
Leadership delegation
c.
Vision statement
d.
Training
____________
provides information on how productivity and quality can be continuously
improved through problem identification.
Statistical
quality control
Statistical
process control
Tree
Diagram
None
of the given option
____________ is a graphic tool for
defining the relationship between customer desires and the firm/product
capabilities.
House of Quality
Affinity diagram
Arrow diagram
None of the given option
TRUE
OR FALSE
6.
The affinity diagram is used to bring logic to the
process of identifying relationships among the various ideas recorded on the
tree diagram. False
7. Total
quality implementation must not be delegated.True
10. It is
best to apply SPC to all processes at once. False
1 What is
quality?
Meeting
and exceeding the customer s expectations
Adding extras to make the customer happy
The degree to which the project meets requirements
Conformance to management s objectives
2 All of the
following are the grounds to give birth to total quality approach
EXCEPT:
Obsession with quantity
Confusion and poor leadership
One employee in charge
Political
disorder
3 All of the
following are the major decision areas in supply chain management
EXCEPT:
Location
Production
Inventory
Pricing
4 Which of the
following is true for subsystems?
These are not linked together as internal customers and
suppliers
These are linked together as external customers and
suppliers
These are linked together as external and internal
customers and suppliers
These
are linked together as internal customers and suppliers
5 In which of
the following operations great deal of variations can occur?
Manufacturing
Financing
Purchasing
Selling
6 With total
quality perspective, employees are empowered to think and make
recommendations for which of the following?
Continual
improvement
One time check
After completion check
Incremental improvement
7 Which one of
the following depicts durability
a dimension of quality?
Exterior finish
Quality of work
Useful
life
Ease of repair
8 Which of the
following statements is TRUE for total quality?
Stresses
on learning and adaptation to change
Ability to repair a product quickly and easily
Establishing and measuring service levels may be
difficult
A primary operating characteristic of product
9 What is the
objective of a TQM system?
Continuous
improvement
Continual improvement
Business improvement
Process improvement
10 Which of the
following results in low costs?
High
productivity and high capacity utilization
Low productivity and low capacity utilization
Low productivity and high capacity utilization
High productivity and low capacity utilization
1 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of setting the registration objective?
a. Develop and
implement the QMS
b. Perform
self-analysis audit
c. Submit
quality manual for approval
d. Select the appropriate standards
2 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of pre-assessment by registrar?
a. Take corrective action
b. Obtain ISO
registration
c. Perform
self-analysis audit
d. Select a
third party registrar
3 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of developing and implementing the quality and
management system?
a. Set the
registration objectives
b. Select a third party registrar
c.
Pre-assessment by registrar
d. Take
corrective action
4 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of selecting the appropriate standards?
a. Perform
self-analysis audit
b. Submit
quality manual for approval
c. Develop and implement the QMS
d. Take
corrective action
5 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of selecting a third party registrar?
a. Take
corrective action
b. Obtain ISO
registration
c. Perform self-analysis audit
d. Final
assessment by registrar
6 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of performing self-analysis audit?
a. Final
assessment by registrar
b. Set the
registration objectives
c. Develop and
implement the QMS
d. Submit quality manual for approval
7 In the
process of acquiring the certificate of ISO 9000, which step follows the
step of submitting quality manual for approval?
a. Pre-assessment by registrar
b. Take
corrective action
c. Perform
self-analysis audit
d. Develop and
implement the QMS
8 Which of the
9 For what
duration is the ISO certification valid for any organization?
a. 5 years
b. 4 years
c. 3 years
d. 2 years
10 Identify the
core leadership skills among the following.
a. Vision
b. Empowerment
c. Value
congruence
d. Intuition
e. Skilled
labor
f. Gross motor
a. a, b, c and
f
b. b, c, d, and
e
c. c, d, e, and
f
d. a, b, c, and d
11 The primary
requirement for organizational excellence is strategic focus.
True
False
12 The primary
requirement for organizational excellence is tactical focus.
True
False
15 The means
for documenting the company s experience in a structured manner is
not a benefit of implementing the quality management
system.
True
False
True
False
17 The
implementation of quality management system does not bring clarity and
transparency to duties and responsibilities.
True
False
A specification
A project
In 1985
In
1992
Absence of variations
Absence of specifications
Benchmarking
Cause-and-effect analysis
Obsolete facilities
Obsolete processes
Weak management team
Higher
quality competitors ??
Injective map
Strategy
map ???
Surjective map
Bijective map
Conformance
Transportation
Availability
Delivery
middle
of sorted data is
Mode
Median
Range
Variance
Basketball
Games
Video
camera
Touched rim
Establish
quality goals tied to organizational performance
Conduct meetings on quality and demonstrate support for
initiatives
Make public announcements explaining the company's
quality goals
Hire a quality consultant to develop a total quality
plan and lead its implementation
According to Crosby,
most companies spend ______________ percent of their sales dollars on
quality costs.
15 to
20
20 to 25
25 to 30
Investor customer
Social customer
Deming s
Juran s
Crosby s
__________ is the judge of quality.
Customer
Supplier
Producer
None of the given options
______________ is not an example of organization.
Factory
Mosque
Hospital
None
of the given options
True
False
Question No: 17
( M - 5 )
Question No: 18
( M - 5 )
Question No: 19
( M - 10 )
Being
a quality control manager you are supposed to visit a restaurant of your area,
how would you measure its quality
Deming s 14/7 as a guideline
Discuss the importance of the 3C concept in PCAP s
implementation of Total Quality Management
You are planning to open an
internet caf and have secured the necessary
capital. Your aim is to attract
both regular customers and passing trade. Discuss
the key implications of this for
the management of the business.
Question
Why do you think that companies in
the United States were slow to adopt the
quality management principles
Japanese companies had used to gain market share
worldwide?
Histogram
TQM
requires ISO 9000 certification
is
best known for his zero defects management.
Crosby
Deming
Juran
Question No: 26 (
M - 5 )
Explain the total quality philosophy of training.
Question No: 27 (
M - 5 )
Work flow
Circular
Audit
(Ans:b)
3-Control chart is a
Process monitoring tool
Process control tool
Both (a) and (b)
None of the above
(Ans:c)
to
to
to
to
management
method
machine
material
(Ans:a)
2-What is ISO?
Indian organization for standard
Internal organization for standard
International organization for standard
None of the above
(Ans:c)
8- Tally chart is
Process monitoring tool
Data collection tool
Process planning tool
None of the above
(Ans:b)
11-ISO emphasis on
Prevention
Inspection
Rejection
All of the above
(Ans:a)
12- ISO
is not capable
is stable
if highly capable
the above
(Ans:a)
1- Control chart is
Process monitoring tool
Process control tool
Process planning tool
4-TQM focuses on
Supplier
Employee
Customer
The Correct Answer is
i only
ii & iii
i, ii & iii
None of the above
(Ans:b)
7-Continual improvement is in
Environmental objective
Audit Result
Corrective action
The Correct Answer is
i & ii
i & iii
i, ii & iii
None of the above
(Ans:c)
i only
ii only
i & ii
None of the above
(Ans:c)
ii & iii
i, ii & iii
(Ans: b)
i, ii & iii
(Ans: d)
A firm that is considering doing business abroad must have a rationale and logic
for how it can compensate for and overcome the liabilities and disadvantages th
at arise from its _____.
A)
strategies
B)
vision
C)
mission
D)
foreignness
2 INCORRECT
The evolution of _______ is a critical element in the formulation of a company s s
trategy.
A)
resources
B)
business strategy
C)
corporate strategy
D)
industry structures
3 INCORRECT
In the ______ stage of industry evolution, specialized channels are needed for d
istribution.
A)
embryonic
B)
growth
C)
maturity
D)
decline
4 CORRECT
In the _____ stage of industry evolution, there is a widening gap of buyers and
a shift to mass production and distribution.
A)
embryonic
B)
growth
C)
maturity
D)
decline
5 INCORRECT
In the _____ stage of industry evolution, uniform quality is assumed.
A)
embryonic
B)
growth
C)
maturity
D)
decline
6 INCORRECT
In the _____ stage of industry evolution, there is a shakeout among the competit
ion.
A)
embryonic
B)
growth
C)
maturity
D)
decline
7 INCORRECT
According to Porter, the diamond framework affects the competitiveness of ____ a
nd ____ as well as firms.
A)
competitors, complementors
B)
nations, regions
C)
customers, suppliers
D)
suppliers, competitors
Which of the following does NOT indicate a need to improve customer service (to
improve your customer retention program)?
Your Answer:
The company has employee turnover problems.
Correct Answer:
Customer satisfaction is your primary management objective.
That's not right. This answer does indicate a need to improve customer s
ervice.
2.
Incorrect
n program?
Your Answer:
Create the most complicated program possible.
Correct Answer:
Examine who the customers are and their specific needs.
No. That is NOT part of establishing a customer retention program.
3.
Incorrect
Which of the following is a question that you should ask
when creating a format for measuring customer satisfaction?
Your Answer:
When did the customers conduct business with the company?
Correct Answer:
All of the above
Yes, but other answers are also correct.
4.
Incorrect
Which of the following is a possible source of informati
on about customers' satisfaction?
Your Answer:
Informal surveys
Correct Answer:
All of the above.
Yes, but other choices are also correct.
5.
Incorrect
mance?
Your Answer:
Do I convey enthusiasm and interest in my customers?
Correct Answer:
All of the above
Yes, but other answers are also correct.
6.
Incorrect
eality?
Your Answer:
The sample is a good representation of the customer base.
Correct Answer:
Surveys do not always ask enough questions to get an accurate picture.
No. That's not correct.
7.
Incorrect
true?
Your Answer:
We don't need to encourage sharing of ideas. We only need to get data.
Correct Answer:
Seeking feedback results in positive customer retention.
No. That is not correct.
8.
Incorrect
Your Answer:
Verbal comments are difficult to collect.
Correct Answer:
Customer service providers should keep a log of customer comments.
No, that is not correct.
9.
Incorrect
Your Answer:
The number of customers who stop using a company or its products or serv
ices in one year.
Correct Answer:
The percentage of customers who stop using a company or its products or
services in one year.
No. That's not defection rate.
10.
Incorrect
Your Answer:
Existing customers don't care how well we serve them.
Correct Answer:
Replacing lost customers is very costly.
No. That isn't correct.
Which of the following does NOT indicate a need to improve customer service (to
improve your customer retention program)?
Customer satisfaction is your primary management objective.
The company has employee turnover problems.
The company does not care about lost customers.
The company is not consistent about keeping its promises to customers.
Which choice is part of establishing a customer retention program?
Begin work without identifying specific objectives to be accomplished by the pro
gram.
Examine who the customers are and their specific needs.
Create the most complicated program possible.
Create a culture that does not stimulate customer interest.
Which of the following is a question that you should ask when creating a format
for measuring customer satisfaction?
Who are your customers?
How could you do a better job?
When did the customers conduct business with the company?
All of the above.
Which of the following is a possible source of information about customers' sati
sfaction?
Verbal comments
Informal surveys
Toll-free phone numbers
All of the above.
Which question might you ask to evaluate your own performance?
What skills could I develop to assist my customers better?
Do I convey enthusiasm and interest in my customers?
Am I well informed about what my company has to offer customers?
All of the above
Which choice indicates why some surveys do not reflect reality?
Only angry customers respond.
Question 9.
What is "defection rate?"
Open Hint for Question 9 in a new window.
The number of employees who leave a company in one year for any reason.
The number of customers who stop using a company or its products or serv
ices in one year.
Average anual profit from one customer.
The percentage of customers who stop using a company or its products or
services in one year.
End of Question 9
Question 10.
Why are existing customers important?
Open Hint for Question 10 in a new window.
Advances in technology mean that we won't get any more customers.
Existing customers don't care how well we serve them.
Replacing lost customers is very costly.
Existing customers will always be loyal.
participation in ma
Consequence sharing
Application of upward control
Participation in decision making
=One-time activity in the life of the organization
2. ___________ is the name given to a philosophy and set of methods and techniqu
es that stressed the scientific study and organisation of work at the operationa
l level.
= Scientific Management
b. Human Relations Model
c. Two factor theory
d. Achievement motivation theory
MCQ. Aligning and evaluating employee's performance with that of company's set g
oals is called
appraisal management
=performance management
hierarchy of management
off-the-job training
B
MCQ. First step in appraising process is
=defining job
training session
feedback session
interview sessions
A
MCQ. When ratings are collected from supervisors, customers and peers it is call
ed
350-degree feedback
320-degree feedback
=360-degree feedback
380-degree feedback
C
The terms purchasing and procurement should not be seen as synonymous. As such,
which of the following statements do you think has greatest validity?
Your Answer:
Purchasing has a broader meaning than procurement
Correct Answer:
Procurement has a broader meaning than purchasing
2.
Correct
The electronic integration and management of all procure
ment activities including purchase request, authorization, ordering, delivery an
d payment between a purchaser and supplier is known as:
Your Answer:
E-procurement
3.
Incorrect
The range of potential options for improving purchasing
processes are indicated by benefits described by the Chartered Institute of Purc
hasing and Supply such as:
Your Answer:
Multimedia
Correct Answer:
All of the above
4.
Incorrect
ment process?
Your Answer:
Approver to originator to buyer to supplier
Correct Answer:
Originator to approver to buyer to supplier
5.
Incorrect
E-procurement aims to improve performance of what is kno
wn as the 'five rights of purchasing'. One aim of e-procurement is increasing sa
vings by sourcing items:
Your Answer:
From the right source
Correct Answer:
At the right price
6.
Correct
Another aim of e-procurement is increased choice of supp
lier leading to sourcing items:
Your Answer:
From the right source
7.
Incorrect
A recent simple classification of different types or app
lications of e-procurement was produced by Smart. Which of the following is NOT
one of these?
Your Answer:
E-sourcing
Correct Answer:
E-transparency
8.
Incorrect
What is the term used to describe where supply chain par
tners manage the replenishment of parts or items for sale? They do this through
the sharing of information on variations in demand and stock levels for goods us
ed for manufacture or sale.
Your Answer:
E-procurement drivers
Correct Answer:
Vendor-managed inventory
9.
Incorrect
of:
Your Answer:
Information systems
Correct Answer:
Raw materials
14.
Correct
Negotiated contracts with regular suppliers typically in
long-term relationships is an example of:
Your Answer:
Systematic sourcing
15.
Incorrect
Fulfillment of an immediate need, typically of a commodi
tised item for which it is less important to know the credibility of the supplie
r is an example of:
Your Answer:
MRO sourcing
Correct Answer:
Spot sourcing
16.
Incorrect
For B2B transactions involved with e-procurement, the me
rchant site should facilitate:
Your Answer:
Modified rebuys
Correct Answer:
All of the above
The terms purchasing and procurement should not be seen as synonymous. As such,
which of the following statements do you think has greatest validity? Purchasing
has a broader meaning than procurement
{=Procurement is broadly equivalent to purchasing
Procurement has a broader meaning than purchasing
None of the above}
The electronic integration and management of all procurement activities includin
g purchase request, authorization, ordering, delivery and payment between a purc
haser and supplier is known as:
{E-procurement process
=E-procurement
E-procurement system
All of the above}
The range of potential options for improving purchasing processes are indicated
by benefits described by the Chartered Institute of Purchasing and Supply such a
s:
{Content management
Evaluation of end-to-end trading cycles
Multimedia
=All of the above}
Generally, which sequence is most typical of the procurement process?
{= Originator to approver to buyer to supplier
~Supplier to originator to approver to buyer
~Approver to originator to buyer to supplier
~Originator to buyer to approver to supplier}
E-procurement aims to improve performance of what is known as the 'five rights o
f purchasing'. One aim of e-procurement is increasing savings by sourcing items:
{~At the right price
= From the right source
~Of the right quantity
~Of the right quality}
Another aim of e-procurement is increased choice of supplier leading to sourcing
items:10:01 PM 6/7/2016
Delivered at the right time
From the right source
Of the right quantity
At the right price
2.
Match the examples to costs of quality.
Option
Your Answer:
2.1
Incorrect
Incorrect
Incorrect
Vendor rating
Incorrect
Incorrect
Incorrect
(blank)
2.2
(blank)
2.3
(blank)
2.4
(blank)
2.5
(blank)
2.6
(blank)
3.
Incorrect
If "quality is free", why do authorities recognise that
an improvement programme needs investment?
Your Answer:
Zero defects is not possible.
Correct Answer:
Reductions in prevention and appraisal costs lag behind investment in pr
evention.
ZD often refers to a very small defect rate and can be difficult to achi
eve. However, it does not relate to this question.
4.
Incorrect
is incorrect?
Your Answer:
Finding a substitute service is an important reason for a customer quitt
ing.
Correct Answer:
Among those who complain, few will do business again even though their c
omplaints are handled effectively.
For your choice, Lister said only about 1 in 20 cases.
5.
Incorrect
of product standards?
Your Answer:
Simplicity
Correct Answers:
Not recognised internationally
Simplicity
Product standards are not simple! They are often criticised for their co
mplexity.
Standards are not simple and many are recognised.
6.
Correct
Your Answer:
Continuous improvement
Everyone should be involved in making small improvements.
7.
Incorrect
Which, according to our discussion, was not among the we
aknesses of the 1987 and 1994 versions of ISO 9000?
Your Answer:
Universality meant average.
Correct Answer:
Including broad dimensions of customer satisfaction within the quality d
efinition.
8.
Identify the labels in the outline model of the process-based qu
ality system.
ch6_fig6-3.gif
Option
Your Answer:
8.1
Incorrect
Incorrect
Resource management
(blank)
8.2
(blank)
8.3
Incorrect
Continual improvement
Incorrect
Product realisation
Incorrect
Management responsibility
(blank)
8.4
(blank)
8.5
(blank)
9.
Incorrect
Which of the following was not given as a key feature of
Total Quality Management?
Your Answer:
Teamwork, trust and empowerment
Correct Answer:
Establishing clear specifications
See page 180 and the subsequent discussion.
10.
Incorrect
What human factors did Dawson see as posing problems for
the introduction of TQM?
Your Answer:
Hierarchical structures
Correct Answer:
TQM may make existing social tensions worse.
Dawson saw problems when structures separated workers, either by space (
different departments) or time (shift work).
11.
Correct
Your Answer:
Plan, do, check, act
12.
Correct
ch6_fig6-7.gif
Pareto analysis
Correct Answer:
Benchmarking
You may be guessing wildly. See page 192-3 for an outline of benchmarkin
g.
14.
Incorrect
A control chart to record process performance usually id
entifies control limits and specification limits. Which one of the following is
true?
Your Answer:
Control charts require complex statistical analysis to set them up.
Correct Answer:
Control charts do not prevent poor quality output.
Charts can be very simple. That is one of the points about TQM.
15.
Match the examples of hard and soft thinking about service quali
ty, according to Vandermerwe.
Option
Your Answer:
15.1
Incorrect
Minimise variation
Incorrect
Measure attributes
Incorrect
Zero defects
Incorrect
Incorrect
Incorrect
Durability
(blank)
15.2
(blank)
15.3
(blank)
15.4
(blank)
15.5
(blank)
15.6
(blank)
16.
Incorrect
Your Answer:
Empathy
Correct Answer:
Quality
The dimensions are elements of service quality.
Question 1.
What perspective does Crosby adopt when defining quality?
Quality must be defined subjectively.
Fitness for purpose is the key.
Setting and meeting specifications is the critical issue.
All of these.
None of these.
End of Question 1
If "quality is free", why do authorities recognise that an improvement programme
needs investment?
It is never free.
Zero defects is not possible.
Reductions in prevention and appraisal costs lag behind investment in pr
evention.
There is an inevitable worsening of quality during periods of change.
End of Question 3
Question 4.
Which of Lister's statements about poor service quality is incorrect?
Open Hint for Question 4 in a new window.
Each complaint may hide many unresolved problems.
Finding a substitute service is an important reason for a customer quitt
ing.
Being upset at treatment is the main reason given for stopping business.
Among those who complain, few will do business again even though their c
omplaints are handled effectively.
Satisfied customers tell fewer people of their experience than dissatisf
ied ones do.
End of Question 4
Question 5.
Which two of the following were not given as a weakness of product standards?
Open Hint for Question 5 in a new window.
Applied only to some aspects of a product or service
Limited scope
Simplicity
Not recognised internationally
Limited application to assemblies
All of the above items are weaknesses.
End of Question 5
Question 6.
What does the term kaizen mean when applied to quality?
The place where activity takes place
Quality is everyone's job
Continuous improvement
Mutual dependence
Maintain a steady flow
None of the above.
End of Question 6
Question 7.
Which, according to our discussion, was not among the weaknesses of the 1987 and
1994 versions of ISO 9000?
Open Hint for Question 7 in a new window.
Weak links between product and process standards.
Universality meant average.
Insufficient guidance on improvement.
Including broad dimensions of customer satisfaction within the quality d
efini