Question 1

Customer dissatisfaction, rework, and warranty costs are cost associated with the

•  quality loss function (QLF).
•  Pareto chart.
•  cost of quality.
•  process chart.

Question 2

What is described as an ongoing process of unending improvement?

•  Kaizen
•  Six sigma
•  Taguchi
•  Benchmarking
•  Poka-yoke

Question 3

Quality lies in the eyes of the beholder is

•  the definition proposed by the American Society for Quality Control.
•  a process-based definition of quality.
•  a manufacturing-based definition of quality.
•  a product-based definition of quality.
•  None of the above

Question 4

The use of information technology to monitor and control an order process is known as

•  computer-aided design.
•  vision systems.
•  robots.
•  process control.
•  None of the above            

Question 5

 Training and quality improvement programs are examples of

•  internal costs.
•  external costs.
•  costs of dissatisfaction.
•  prevention costs.
•  societal costs.

Question 6

 Poka-yoke

• is a Japanese term meaning
•  a foolproof mechanism.
•  just-in-time (JIT).
•  a fishbone diagram.
•  setting standards.

Question 7

Which of the following is an example of a repetitive process line?

•  Automobiles
•  Personal computers
•  Glass
•  All of the above          

Question 8

What is the automated system that uses an automated work cell controlled by electronic signals from a common centralized computer facility?

•  SPC
•  CAD/CAM
•  CIM
•  ASRS
•  FMS
•  

Question 9

 Service blueprinting

•  provides the basis to negotiate prices with suppliers.
•  mimics the way people communicate.
•  determines the best time for each step in the process.
•  focuses on the provider's interaction with the customer.
•  can only be successful with two-dimensional processes.          

Question 10

• Four types of process strategies include
•  repetitive focus, process focus, mass customization, and product focus.
•  manual, automated, computer, and service.
•  process focus, repetitive focus, mass customization, and people focus.
•  modular, continuous, discrete, and technological