mgmt 425 mock exam 1

A _____ is the result of some cause that gradually affects the quality characteristics of a product and causes points on a control chart to gradually move up or down from the center line.
a) Defect
b) Trend
c) Cycle
d) Process shift

b) Trend

A _____ might include products/services offered, technologies used, markets, customer needs, and distinctive competencies.
a) Mission statement
b) Value statement
c) Leadership statement
d) Strategy roadmap

a) Mission statement

A key role of strategic planning is to align work processes with an organization’s strategic directions.
a) True
b) False

a) True

An organization must analyze data about its strengths, weaknesses, opportunities, and threats as part of strategic planning.
a) True
b) False

a) True

All of the following are key factors included in an environmental assessment EXCEPT:
a) Regulatory environment
b) Workforce profile
c) SWOT profile
d) Daily production schedules

d) Daily production schedules

An organization must execute mergers and acquisitions to achieve performance excellence.
a) True
b) False

b) False

A measurement system may be precise but not necessarily accurate at the same time.
a) True
b) False

a) True

A p-chart is a type of SPC chart used to plot attribute data.
a) True
b) False

a) True

A process is a sequence of linked activities intended to achieve some result for a customer.
a) True
b) False

a) True

A reduction in cycle time improves quality by reducing errors.
a) True
b) False

a) True

Structured problem-solving ensures solutions are developed objectively rather than based on opinions.
a) True
b) False

a) True

A(n) _____ measurement characterizes the presence or absence of non-conformances.
a) Defect
b) Variable
c) Attribute
d) Error

c) attribute

Check sheets allow interpretation of results directly on the form.
a) True
b) False

a) True

Data like production volume, cost, and satisfaction indexes are often plotted on a _____ over time.
a) Run chart
b) SIPOC diagram
c) Check sheet
d) Pareto diagram

a) Run chart

Collecting _____ data is usually easier than collecting _____ data.
a) Simple; complex
b) Variable; attribute
c) Conformance; nonconformance
d) Attribute; variable

d) Attribute; variable

Compared to TQM, Six Sigma uses more advanced statistical methods.
a) True
b) False

a) True

DMAIC resembles the creative problem-solving process.
a) True
b) False

a) True

Define the Six Sigma Champion:
a) Senior manager promoting deployment
b) Technical expert performing analysis
c) Expert responsible for strategy/training/deployment
d) Part-time employee trained in tools

a) Senior manager promoting deployment

Strategy deployment links the _____, who focus on “doing the right thing,” with the _____, who focus on “doing things right.”
a) Leaders; supervisors
b) Planners; doers
c) Innovators; coordinators
d) Employees; management

a) Leaders; supervisors

Flowcharts enable management to study and analyze processes prior to implementation.
a) True
b) False

a) True

High-level process mapping is used in the Control phase of DMAIC.
a) True
b) False

a) True

If a process is neither capable nor in control, the first step is to:
a) Redesign equipment
b) Determine capability index
c) Remove common causes
d) Remove special causes

d) Remove special causes

If most points on a control chart are within limits with a recognizable pattern, the process is in statistical control.
a) True
b) False

a) True

If variation is due to common causes alone, the process is:
a) Out of pre-control
b) In statistical control
c) Out of control
d) Out of capability

b) In statistical control

Both common and special causes must be eliminated before a process can be in statistical control.
a) True
b) False

b) False

Attribute charts are used to monitor non-conformances and number nonconforming.
a) True
b) False

a) True

Balancing quality costs against expected revenue gains is known as:
a) Activity-based costing
b) Quality function deployment
c) Return on quality
d) House of quality

c) Return on quality

A kaizen event is an improvement initiative that is gradual, continuous, and part-time.
a) True
b) False

b) False

Cause-and-effect diagrams are constructed in a brainstorming atmosphere.
a) True
b) False

a) True

Compared to variable measurement, attribute measurement requires _____ to obtain the same amount of statistical information.
a) Larger sample
b) More distributed population
c) More nonconformances
d) Smaller sample

a) Larger sample

A SIPOC diagram is used to:
a) Identify suppliers, inputs, process, outputs, customers
b) Display data over time
c) Track defects
d) Evaluate cost-benefit

a) Identify suppliers, inputs, process, outputs, customers

Pareto diagrams are used to prioritize problems based on frequency or impact.
a) True
b) False

a) True

Statistical process control (SPC) monitors variation to:
a) Improve quality
b) Reduce costs
c) Ensure consistent performance
d) All of the above

d) All of the above

In Six Sigma, “Green Belts” are employees trained in tools and work on projects part-time.
a) True
b) False

a) True

The Control phase of DMAIC focuses on sustaining improvements.
a) True
b) False

a) True

Run charts show data points over time to identify trends.
a) True
b) False

a) True

Root cause analysis seeks to find the fundamental reason for defects.
a) True
b) False

a) True

A defect is a product or service failing to meet customer specifications.
a) True
b) False

a) True

SIPOC stands for Supplier, Input, Process, Output, Customer.
a) True
b) False

a) True

The “Voice of the Customer” (VOC) is critical in identifying quality requirements.
a) True
b) False

a) True

Flowcharts are useful only after implementing a process.
a) True
b) False

a) True

Key performance indicators (KPIs) measure effectiveness of processes.
a) True
b) False

b) False

Statistical tools can only be used in manufacturing, not services.
a) True
b) False

a) True

Benchmarking compares performance against best-in-class organizations.
a) True
b) False

a) True

A process is “capable” if it can meet specifications consistently.
a) True
b) False

a) True

Total quality management (TQM) focuses on continuous improvement across the organization.
a) True
b) False

a) True

Value stream mapping identifies waste in processes.
a) True
b) False

a) True

A control chart with points outside control limits indicates special cause variation.
a) True
b) False

b) False

Kaizen emphasizes large, radical changes rather than small incremental improvements.
a) True
b) False

b) False

Six Sigma aims to reduce defects to fewer than 3.4 per million opportunities.
a) True
b) False

a) True

A _____ might include a definition of products and services, technologies, markets, customer needs, and distinctive competencies.
a) Mission statement
b) Value statement
c) Strategy roadmap
d) Leadership statement

a) Mission statement

A firm’s core values and principles are often expressed in its:
a) Balance sheet
b) Value statement
c) Mission statement
d) Process flowchart

b) Value statement

Which of the following is a primary role of strategic planning in quality management?
a) Cost reduction only
b) Aligning processes with organizational direction
c) Eliminating employee training
d) Writing work instructions

b) Aligning processes with organizational direction

Which tool is often used in assessing external factors like regulations, workforce, and market trends?
a) SWOT analysis
b) Scatter diagram
c) Check sheet
d) Histogram

a) SWOT analysis

Environmental assessments in quality management typically consider all EXCEPT:
a) Workforce profile
b) Regulatory environment
c) Organization’s sustainability
d) Manager’s vacation schedule

d) Manager’s vacation schedul

A Kaizen event is:
a) Short-term, focused process improvement effort
b) A broad mission statement
c) A benchmarking tool
d) A cost accounting method

a) Short-term, focused process improvement effort

Which of the following is NOT a principle of Total Quality Management (TQM)?
a) Customer focus
b) Continuous improvement
c) Employee involvement
d) Profit maximization only

d) Profit maximization only

The philosophy of continuous improvement is often associated with:
a) Kaizen
b) Just-in-time
c) Six Sigma
d) ISO certification

a) Kaizen

Benchmarking is best defined as:
a) Copying competitors’ entire strategy
b) Comparing performance with best-in-class organizations
c) A statistical process chart
d) Employee motivation program

b) Comparing performance with best-in-class organizations

The Baldrige Excellence Framework emphasizes all of the following EXCEPT:
a) Results focus
b) Customer-driven excellence
c) Innovation
d) Maximizing short-term stock price

d) Maximizing short-term stock price

A p-chart is used for:
a) Variable data like weight
b) Attribute data like defectives
c) Time-series forecasting
d) Benchmarking

b) Attribute data like defectives

A process in statistical control has:
a) Only special cause variation
b) Only common cause variation
c) Both special and common causes
d) No variation at all

b) Only common cause variation

If points on a control chart show a gradual upward drift, it indicates:
a) Random variation
b) A trend
c) Measurement error
d) A cycle

b) A trend

Attribute data typically require:
a) Larger sample sizes
b) Smaller sample sizes
c) No sampling
d) Continuous measurement devices

a) Larger sample sizes

Which SPC tool is best for detecting assignable causes of variation?
a) Histogram
b) Control chart
c) Pareto diagram

b) Control chart

Six Sigma seeks to reduce variation to:
a) 1 sigma from mean
b) 6 standard deviations from mean
c) Zero defects per billion
d) 3.4 defects per million opportunities

d) 3.4 defects per million opportunities

The DMAIC cycle stands for:
a) Define, Measure, Analyze, Improve, Control
b) Direct, Manage, Act, Improve, Control
c) Develop, Measure, Adjust, Integrate, Certify
d) Define, Monitor, Audit, Implement, Certify

a) Define, Measure, Analyze, Improve, Control

A Six Sigma Black Belt is responsible for:
a) Leading projects with statistical expertise
b) Basic training in quality tools
c) Approving budgets only
d) Writing mission statements

a) Leading projects with statistical expertise

The Six Sigma Champion is usually:
a) A line worker
b) A senior-level manager who supports deployment
c) A supplier representative
d) An external consultant

b) A senior-level manager who supports deployment

Compared to TQM, Six Sigma:
a) Places less emphasis on data analysis
b) Focuses more on financial accountability
c) Ignores customer focus
d) Uses fewer structured methods

b) Focuses more on financial accountability

Collecting attribute data is usually:
a) Easier than variable data
b) Harder than variable data
c) Impossible without software
d) Not used in quality

a) Easier than variable data

Flowcharts are useful because they:
a) Show profits
b) Display process steps visually
c) Eliminate variation
d) Prove financial returns

b) Display process steps visually

Pareto diagrams help managers:
a) Identify the most significant problems
b) Measure time trends
c) Train employees
d) Eliminate sampling

a) Identify the most significant problems

A check sheet is:
a) A structured form for collecting data
b) A type of histogram
c) A probability distribution
d) A benchmarking tool

a) A structured form for collecting data

Cause-and-effect diagrams are also called:
a) Fishbone or Ishikawa diagrams
b) Run charts
c) Scatter plots
d) Pareto charts

a) Fishbone or Ishikawa diagrams

Which of the following best describes quality in a modern business context?
a) Meeting technical specifications only
b) Fitness for use and meeting/exceeding customer expectations
c) Producing at the lowest cost
d) Conformance to budget

b) Fitness for use and meeting/exceeding customer expectations

A _____ is an integrated collection of processes used to align an organization’s strategy with performance outcomes.
a) Balanced Scorecard
b) Control chart
c) Check sheet
d) Benchmarking tool

a) Balanced Scorecard

Quality in services is often harder to measure than in manufacturing because of intangibility and customer involvement.

True

The ISO 9000 family of standards primarily focuses on:
a) Product design innovation
b) Cost reduction strategies
c) Quality management systems
d) Six Sigma certification

c) Quality management systems

Which of the following is NOT one of Deming’s 14 Points?
a) Drive out fear
b) Cease dependence on inspection
c) Institute leadership
d) Maximize shareholder wealth

d) Maximize shareholder wealth

Crosby’s definition of quality is:
a) Zero defects
b) Quality is free
c) Conformance to requirements
d) Continuous improvement

c) Conformance to requirements

Employee empowerment is a key principle in Total Quality Management (TQM).

True

Which of the following is an appraisal cost in the cost of quality framework?
a) Operator training
b) Audits and inspections
c) Warranty service
d) Supplier certification programs

b) Audits and inspections

The “House of Quality” is a tool used in:
a) Statistical process control
b) Quality function deployment (QFD)
c) Kaizen
d) Balanced scorecard

b) Quality function deployment (QFD)

Continuous improvement focuses on incremental, ongoing changes rather than large, breakthrough projects.

True

Which type of variation is considered unavoidable in a stable process?
a) Special cause variation
b) Common cause variation
c) External variation
d) Customer-driven variation

b) Common cause variation

An np-chart is used when:
a) The sample size is constant
b) The sample size is variable
c) The process is in control
d) Variables data is collected

a) The sample size is constant

A process can be in statistical control but still not meet customer specifications

True

Which of the following is NOT one of the “Seven Basic Quality Tools”?
a) Histogram
b) Flowchart
c) Regression analysis
d) Control chart

c) Regression analysis

A process capability index (Cpk) greater than 1.33 generally indicates:
a) Poor process performance
b) A capable process
c) High special cause variation
d) Need for redesign

b) A capable process

Control limits on a control chart are based on process variation, while specification limits are set by customer requirements.

True

The “Control” phase of DMAIC primarily ensures:
a) Processes are standardized and improvements sustained
b) Defects are measured accurately
c) Root causes are identified
d) Customers are surveyed

a) Processes are standardized and improvements sustained

The cost of poor quality (COPQ) is often expressed in terms of:
a) Customer loyalty scores
b) Total waste, rework, and lost sales
c) Benchmarking gaps
d) Supplier ratings

b) Total waste, rework, and lost sales

Which of the following is a leading indicator of process performance?
a) Customer complaints
b) Defect rate
c) On-time delivery performance
d) Preventive maintenance completion

d) Preventive maintenance completion

Which tool is best to prioritize problems based on frequency or impact?
a) Pareto chart
b) Scatter diagram
c) SIPOC diagram
d) Run chart

a) Pareto chart

The main benefit of benchmarking is:
a) Copying competitor practices exactly
b) Gaining insights into best practices
c) Replacing quality systems
d) Reducing sample size

b) Gaining insights into best practices

Which of the following is considered an external failure cost?
a) Rework within the factory
b) Scrap material
c) Warranty claims
d) Employee training

c) Warranty claims

The Plan-Do-Check-Act (PDCA) cycle was popularized by:
a) Deming
b) Crosby
c) Feigenbaum
d) Juran

a) Deming

SIPOC diagrams show Suppliers, Inputs, Process, Outputs, and Customers.

true

Which of the following focuses on aligning day-to-day operations with long-term goals?
a) Strategic deployment
b) Statistical process control
c) Kaizen
d) Check sheets

a) Strategic deployment