Lesson 6 Exam
Question 1
The most significant change in ISO 9001:2000 was:
a) making process management its centerpiece.
b) ensuring all personnel have measurable work objectives.
c) additional compliance with documented procedures.
d) an emphasis on preventative actions rather than just checking the final product.
Question 2
The principles on which ISO 9000 are based come from:
a) Crosby's Quality Vaccine.
b) Crosby's Fourteen Steps to Quality Improvement.
c) the Pareto Principle.
d) Deming's Fourteen Points of Management.
Question 3
Appropriate motives for adopting ISO 9000 include which of the following?
a) To create a quality management system
b) To improve operations
c) To conform to the requirements of customers
d) All of the above
Question 4
__________ is a characteristic of TQM but NOT of ISO 9000.
a) Customer focus (internal and external)
b) Obsession with quality
c) Continual process and product improvement
d) Unity of purpose
Question 5
The quality __________ is composed of all the organization's policies, procedures, plans, resources, processes, and delineation of responsibility and authority.
a) standard
b) management system
c) continuum
d) portfolio
Question 6
Which of the following is NOT an appropriate motive for adopting ISO 9000?
a) To improve competitive posture
b) To improve operations
c) To obtain a marketing advantage
d) To create a QMS that will be recognized by customers worldwide
Question 7
__________ is a worldwide federation of national standards organizations from more than 158 nations.
a) The American National Standards Institute
b) Technical Committee 76
c) The International Organization for Standardization
d) The American Society for Quality
Question 8
__________ is now the operating principle of ISO's management system standards.
a) ISO 9000
b) ISO 9001
c) Plan-Do-Check-Act
d) Continual improvement
Question 9
ISO 9000 ________ improve operations in a ___________ environment.
a) cannot; traditional
b) can; traditional
c) cannot; nontraditional
d) cannot; start-up
Question 10
The ISO 9000 has been revised __________ times since its original release.
a) two
b) three
c) four
d) five
Question 11
ISO 9001 standard is intentionally _________ so that it can be applied to any given organization, public or private.
a) comprehensive
b) variable
c) generic
d) process-specific
Question 12
By a(n) "__________ environment" we mean an organizational environment that has persisted in companies for decades, until the total quality management movement began to change things.
a) functional
b) matrix
c) originating
d) traditional
Question 13
Which of the following is a basic principle of ISO 9000?
a) Certification authority held by ISO
b) Continual improvement of processes and products
c) Management authority
d) Periodic internal audits
Question 14
Which of the following statements outline the relationship factor?
a) ISO 9000 and total quality are not in competition
b) ISO 9000 and total quality are not interchangeable
c) ISO 9000 is compatible with total quality
d) All of the above
Question 15
With ISO 9001, prices can be more competitive because:
a) processes are more efficient.
b) the focus is on the customer.
c) quality controls are in place.
d) waste is minimized.
Question 16
In the __________ stage of the PDCA Cycle, changes may be made to plans.
a) Do
b) Control
c) Check
d) Act
Question 17
The primary difference between ISO 9000 and TQM is:
a) TQM does not require the involvement of all functions and levels of the organization.
b) ISO 9000 requires the involvement of all functions and levels of the organization.
c) ISO 9000 requires the QMS to include functions and levels that play only indirect roles in the management and execution of the product or service realization processes.
d) the degree to which the entire organization is involved.
Question 18
ISO 9001 is __________ so it _____ be applied to any kind of organization.
a) specific; cannot
b) generic; cannot
c) generic; can
d) specific; can
Question 19
The quality __________ must address each clause of the ISO 9001 standard, illustrating management responsibility.
a) registration form
b) management system
c) charter
d) manual
Question 20
ISO 9000 may be ___________ in a mature total quality environment.
a) required
b) necessary
c) mandated
d) redundant
Lesson 7 Exam
Question 21
With FMEA, once the possible types of failures that could happen to a product or process are identified, the next step is to rank the consequences of each potential failure by:
a) seriousness/criticality to the customer.
b) probability of the fault's occurrence.
c) probability of the fault's detection by systems responsible for defect prevention or detection.
d) All of the above
Question 22
________ are typically used to identify and isolate causes of a problem.
a) Fish-bone diagrams
b) Pareto charts
c) Decision models
d) Process maps
Question 23
The purpose of a __________ is to show you where to apply your resources by revealing the significant few from the trivial many.
a) flowchart
b) Check sheet
c) histogram
d) Pareto chart
Question 24
There are two ways to evaluate decisions. One way is to examine the results and the other is to:
a) evaluate the initial plan.
b) examine the input that is used in decision making.
c) evaluate the process used in making the decision.
d) Assess the data collected.
Question 25
Which matrix of the QFD HOQ links the HOWs and the WHATs?
a) Matrix 1 (Customer Needs)
b) Matrix 2 (Planning)
c) Matrix 4 (Interrelationships)
d) Matrix 6 (Design Targets)
Question 26
QFD can be:
a) applicable to a wide range of products (or services), whether competed or not.
b) applicable to large or small companies/organizations .
c) applicable to both new and existing products.
d) All of the above
Question 27
After defining a problem, the next step in the problem solving/decision making process should be to:
a) institute a temporary fix to keep things moving.
b) use Five-Why analysis.
c) clarify the issue or problem in order to "grasp the situation."
d) define what the outcome should be.
Question 28
A __________ is a picture of a process that shows the sequence of steps performed.
a) Cause-and-effect diagram
b) flowchart
c) Pareto chart
d) histogram
Question 29
Which of the following reveals whether process variation is the result of a special cause?
a) Control Chart
b) Check Sheet
c) Pareto Chart
d) Run Chart
Question 30
QFD was developed in 1966 by:
a) Yoji Akao.
b) Motorola.
c) E. Edwards Deming.
d) Ford Motor Co.
Question 31
Data in the Customer Importance column of the customer needs matrix:
a) should be non-limiting and nonspecific.
b) is developed from unanimous customer input.
c) is an estimate (by the QFD team) of the relative importance of the customer needs.
d) is typically based on a scale of 1-5, with 1 being of the highest importance.
Question 32
In what matrix of the QFD HOQ are the improvement factor and sales point developed?
a) Matrix 1 (Customer Needs)
b) Matrix 2 (Planning)
c) Matrix 4 (Interrelationships)
d) Matrix 6 (Design Targets)
Question 33
The __________ is used to simultaneously make the collection of data easy, while at the same time displaying it in a manner that provides useful information to the user.
a) flowchart
b) Check sheet
c) Cause-and-effect diagram
d) Pareto chart
Question 34
Which of the following is used to show correlation of two variables?
a) Run Charts
b) Histograms
c) Scatter Diagram
d) Stratification
Question 35
Repeatedly asking "why" related to the problem should eventually lead to:
a) problem resolution.
b) Consensus.
c) A root cause.
d) process improvement.
Question 36
Factors that inhibit problem-solving creativity include:
a) failing to be concerned about risk.
b) having more than 4-5 people on the team.
c) Allowing ambiguity.
d) fear of looking foolish or being rejected.
Question 37
Which chart is often referred to as a trend chart?
a) Control Chart
b) Run Chart
c) Pareto Chart
d) Scatter Diagram
Question 38
Which of the following is a strategy for helping people think creatively?
a) Idea vending (or stirring the pot)
b) Being risk averse
c) Unwillingness to hear "over the top" ideas or input
d) Looking for the one right answer
Question 39
Which of the following is NOT part of the Five-S philosophy?
a) Store
b) Secure
c) Shine
d) Sustain
Question 40
In the PDCA Cycle, whether the implemented solution has failed completely or does not measure up to expectation, the conceptual adjustment will be carried forward to the __________ step of another PDCA Cycle.
a) Plan
b) Do
c) Check
d) Adjust
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