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| 1 | |
The goal/s of total quality management is/are: |
| | A) | Make sure that the entire organization is behind good quality |
| | B) | Careful design of product or service |
| | C) | Ensure that the organization's systems can consistently produce the design |
| | D) | Either B or C |
| | E) | Both B and C |
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| 2 | |
Which quality guru proposed 10 steps to quality improvement in the text's quality gurus compared exhibit? |
| | A) | Crosby |
| | B) | Deming |
| | C) | Ishikawa |
| | D) | Juran |
| | E) | None of the above |
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| 3 | |
Which of the following is not a dimension of design quality? |
| | A) | Features |
| | B) | Durability |
| | C) | Serviceability |
| | D) | Customization |
| | E) | Perceived quality |
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| 4 | |
Testing is an example of: |
| | A) | Appraisal costs |
| | B) | Prevention costs |
| | C) | Internal failure costs |
| | D) | External failure costs |
| | E) | None of the above |
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| 5 | |
An example of prevention quality cost is: |
| | A) | Inspection |
| | B) | Testing |
| | C) | Training personnel |
| | D) | Rework |
| | E) | Warranty replacements |
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| 6 | |
In Six Sigma, which pieces of information are required to calculate defects per million opportunities (DPMO)? |
| | A) | Unit |
| | B) | Defect |
| | C) | Opportunity |
| | D) | Probability |
| | E) | A, B, and C |
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| 7 | |
External failure costs are: |
| | A) | Cost of handling customer complaints only |
| | B) | Cost of replacing parts during the warranty period only |
| | C) | Cost of loss of goodwill |
| | D) | Cost of loss of customers |
| | E) | All of the above |
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| 8 | |
In Six Sigma, DMAIC stands for: |
| | A) | Define, Meter, Analyze, Improve, Control |
| | B) | Define, Measure, Analyze, Improve, Control |
| | C) | Decide, Meter, Analyze, Improve, Control |
| | D) | Decide, Measure, Analyze, Improve, Control |
| | E) | Decode, Memorize, Analyze, Improve, Control |
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| 9 | |
A Six Sigma program usually requires all of the following except: |
| | A) | Executive leadership |
| | B) | Corporate wide training in concepts and tools |
| | C) | Karate trained black belts |
| | D) | Reinforcement |
| | E) | Setting objectives |
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| 10 | |
Which of the following is not required for ISO 9000 Certification? |
| | A) | Third-party auditing |
| | B) | A completed Baldrige application |
| | C) | Evidence of best practices at every stage of the business |
| | D) | Evidence of mutually beneficial supplier relationships |
| | E) | Process approach |
| | F) | All of the above |
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