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Question 1.Which tool should be used to track the movement of a customer’s complaint from one department to the next until it is resolved?

  •   Process map.
  •   Swim lane map.
  •   Entity map.
  •   Data flow map.

Question 2.Your university sends a contingent of top-ranking officials to Las Vegas hotels to study ways to improve dormitory living conditions.  This is an example of process benchmarking.

  •   True
  • False

Question 3.Information and materials are two examples of inputs to the transformation process.

  •   True
  • False

Question 4.Most organizations function as part of a larger supply chain.

  •   True
  •  False

Question 5.A technique used to translate customer requirements into technical requirements is:

  •   quality assurance.
  •   statistical quality control.
  •   quality function deployment.
  •   continuous improvement.

Question 6.A quality perspective that focuses on whether or not a product was made or a service was performed as intended is the:

  •   performance perspective.
  •   value perspective.
  •   conformance perspective.
  •   intention perspective.

Question 7.Which of the following is NOT a core idea of total quality management?

  •   cost reduction
  •   leadership improvement
  •   employee empowerment
  •   continuous improvement

Question 8.An automobile windshield manufacturer wants to verify that their process is producing windshields of an appropriate thickness. The best tool to determine this information is a(n):

  •   process capability ratio.
  •   process capability index.
  •   x-bar chart.
  •   operating characteristics curve.

Question 9.The majority of the total operating budget for most organizations is:

  •   engineering costs.
  •   advertising costs.
  •   supply chain costs.
  •   equipment maintenance costs.

Question 10.   Whether the product was made or service performed to specifications is a question of:

  •   conformance quality.
  •   performance quality.
  •   reliability quality
  •   value indices