From the manufacturing perspective, product quality would be defined as a) b) c)

Question

From the manufacturing perspective, product quality would be defined as a) b) c) d) e) conformance to specifications customer expectation provides the highest value lowest production costs none of these If the manufacturing perspective of quality is in conflict with the customer perspective, which of the following is likely to occur? (Hint: Remember the "dead pixels" example) a) b) c) d) e) The customers might receive the wrong product. The manufacturer would ship products that do not meet their specifications. The customers could be dissatisfied even though the product is within company specifications. The manufacturer would not meet their quality goals. none of these when Philip Crosby said "quality is free", he didn't mean to suggest that compan testing and improvement efforts, rather he was suggesting that a) the cost of poor quality can be reduced to zero. b) efforts to increase process variation will pay for themselves. c) the cost of becoming ISO certified would be offset by increased profitability d) the quality department should be funded by the customer. e) none of these At the beginning of the Industrial Revolution, as production shift away from skilled craftsmen to mass production, product quality a) b) c) d) e) improved dramatically, because of products did not require skill to produce. tended to decrease, due to the use of low-skilled labor. tended to increase, because process variation also increased dramatically. because dramatically more expensive. none of these with the red bead experiment, Deming was trying to convince production managers that a) efforts to measure process variation will require days to quantify. b) numerical quality goals should be tied to merit pay. c) rewarding (or punishing) workers is a poor method to assure quality. d) red beads suck e) none of these The general structure of any quality management system should include a) management responsibility, procedures, and standards for compliance. b) management responsibility, technical specifications, gage calibration. c) technical specifications, auditor authority, gage calibration. d) management responsibility and job descriptions for every employee. e) none of these

Explanation / Answer

1. b) Customer Expectation

2. c) The customer could be dissatisfied even though the product is within company specification

3. b) efforts to increase process variation will pay for themselves

4. c) tended to increase because proces variation also increased dramatically

5. a) efforts to measure process variation will require days to quantify

6. b) management responsibility, technical specifications, gage calibration

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