PART 1: SERVICE QUALITY

Question 1

Quality is a multidimensional concept, and it can be described in the form of different aspects of products that
customers value.

True

False

Question 2

Garvin’s eight dimensions of quality exclude any aspect related to conformance of the products with their
specifications.

True

False

PART 2: COST OF QUALITY

Question 1

The traditional model of trading off costs of good quality with costs of poor quality underestimated both, the costs of
failures in quality, and the benefits of proactive efforts for high quality.

True

False

Question 2

Good quality can contribute to the profitability of a business only through lower costs.

True

False

PART 3: MEANING OF QUALITY

Question 1

Compliance with regulations, adherence to industry standards, applications for quality management awards, and
adoption of organization-wide process improvement initiatives can help companies maintain high levels of process
and product quality.

True

False

Question 2

Quality management programs, which are also called Process Improvement Initiatives, are aimed at targeting high
levels of quality based largely on inspection of end products and penalizing employees for producing bad quality
products.
True

False

PART 4: PROACTIVE QUALITY MANAGEMENT

Question 1

The continuing emergence of process improvement (PI) initiatives such as Total Quality Management (TQM), Lean, and
Six Sigma can, to some extent, be explained by the changing needs of business and consumer environments.

True

False

Question 2

The process improvement initiatives, Total Quality Management (TQM), Lean, and Six Sigma, have been applied in
manufacturing, service, and transactional contexts.

True

False

PART 5: PROCESS QUALITY

Question 1

The four practice bundles of total quality management (TQM), just in time (JIT), total preventive maintenance (TPM),
and human resources management (HRM) must be implemented separately to get the most out of any lean
implementation.

True

False

Question 2

The lean practice of 5-S is aimed at systematically creating and maintaining a decluttered and organized workplace.

True

False

PART 6: EVOLUTION OF INITIATIVES

Question 1

A six-sigma level for a process indicates that the probability for defects is extremely low, represented by the area
under the symmetrical and bell-shaped Normal distribution curve after accounting for three standard deviations from
the average.

True

False
Question 2

The Six Sigma process improvement initiative incorporates much more than focusing only on increasing sigma levels
and reducing defects per million opportunities (DPMO).

True

False

PART 7: ORIGIN AND EVOLUTION OF LEAN

Question 1

Under lean process improvement, both, zero inventory and production batch sizes of one, are strict requirements
under all circumstances from the start of implementation.

True

False

Question 2

Lean implementations focus on optimizing internal operations and passing on greater costs of production and higher
levels of inventories to suppliers and customers.

True

False

PART 8: SELECTED SIX SIGMA PRACTICES

Question 1

As used in Six Sigma process improvement initiatives, DMAIC stands for the different roles for employees: Directors,
Managers, Administrators, Innovators, and Consultants.

True

False

Question 2

It is required that the stages in the project implementation framework for Six Sigma are followed in a strict linear
sequence: never, under any circumstances, returning to an activity in a previous stage within a project.

True

False
PART 9: INFASTRUCTURE OR ORGANIZATIONAL LEARNING

Question 1

Organizational learning requires that problems encountered when executing day-to-day activities are uncovered.

True

False

Question 2

Organizational learning requires giving all employees independence to design and execute their own ways of doing
work without interference.

True

False

PART 10: QUALITY MANAGEMENT QUIZ

Question 1

Quality Management or Process Improvement can help to achieve higher profitability through which of the following?

Higher production costs, higher sales quantities, and higher selling prices

Lower production costs alone

Lower production costs, higher sales quantities, and higher selling prices

Higher selling prices and lower sales quantities

Question 2

Which one of the following dimensions of quality, as described by Garvin, has to do with the consistency of the
products?

Durability

Features

Conformance

Aesthetics
Question 3

Developing service standards based on what the company believes customers expect, and that are meant to be
followed by employees, is aimed at narrowing which gap among service quality aspects?

Management Perception and Service Delivery Specifications

Service Delivery Specifications and Service Delivery Achieved

Service Delivery Achieved and External Communications

Expected Service and Perceived Service

Question 4

Amare checked into their deluxe hotel room at the luxurious Meikles Hotel and found that the pillow covers were
dirty and the bath soap dispenser was empty. Which measure of service quality among those included in the Servqual
scale was adversely impacted?

Empathy

Reliability

Responsiveness

Tangibles

Question 5

How do we categorize the costs of quality incurred for building good quality from the source?

Prevention

External Failure

Appraisal

Internal Failure

Question 6

How do we categorize the costs of quality incurred for defective products before their shipment to customers?

Prevention

Internal Failure

External Failure

Appraisal
Question 7

Which company originally developed the process improvement initiative that is referred to as lean?

General Electric (GE)

Toyota

Volkswagen

General Motors (GM)

Question 8

As used by Motorola for the Six Sigma process improvement initiative, what is the defect rate represented by a six-
sigma level process?

3.4% of opportunities

34% of opportunities

34 defects per million opportunities

3.4 defects per million opportunities

Question 9

What does PDCA, commonly used in lean process improvement initiatives as the structure for systematic continuous
improvement, stand for?

Problem, Diagnosis, Conclusion, Access

Propose, Design, Control, Access

Purpose, Develop, Carry out, Assess

Plan, Do, Check, Act

Question 10

Which one of the following process improvement initiatives has a primary focus on reduction of wastes in processes?

Total Quality Management (TQM)

Lean

Six Sigma

ISO 9000
Question 11

Which one of the following would not be emphasized under quality management programs or process improvement
initiatives?

Encouraging employees to suggest changes to standard ways of doing their work

Giving employees opportunities to participate in process improvement projects

Creating awareness among employees about the importance of process quality

Discouraging employees from suggesting changes to standard ways of doing their work

Question 12

The project charter – a document that has a detailed description of the project – would generally be introduced at
which stage of a Six Sigma process improvement project?

Measure

Improve

Define

Analyze

Question 13

Which one of these would it be advisable to have on board throughout the duration of a Six Sigma project to ensure
effective adoption of changes suggested by the project?

Project Sponsor

Master Black Belt

Process Owner

Executive Leader

Question 14

Which one of these is not a principle of lean?

Identify the value stream for production and delivery

Push product to customer

Create continuous flow without interruptions

Define value for each product

Which one of these would not be a benefit from completing a 5-S exercise at a workstation?

Facilitate visual accounting for items

Unique creative arrangements of items for each employee

Reduction of waste due to obsolete items

Absorb changes in personnel who make use of the workstation