SOLVED

21) Total quality management emphasizes: A) the responsibility of the quality control staff to identify and solve all quality-related problems. B) a commitment to quality that goes beyond internal company issues to suppliers and customers. C) a system where strong managers are the only decision makers. D) a process where mostly statisticians get involved. E) ISO 14000 certification. 22) A successful TQM program incorporates all EXCEPT which of the following? A) continuous improvement B) employee involvement C) benchmarking D) centralized decision-making authority E) JIT 23) Kaizen is a Japanese term meaning: A) a foolproof mechanism. B) just-in-time (JIT). C) a fishbone diagram. D) setting standards. E) continuous improvement. 24) Which of the following statements regarding “Six Sigma” is TRUE? A) The term has two distinct meanings–one is statistical; the other is a comprehensive quality system. B) Six Sigma means that about 94 percent of a firm’s output is free of defects. C) The Six Sigma program was developed by Toyota in the 1970s. D) The Six Sigma program is for manufacturing firms and is not applicable to services. E) Six Sigma certification is granted by the International Standards Organization (ISO). 25) Members of quality circles are: A) paid according to their contribution to quality. B) external consultants designed to provide training in the use of quality tools. C) always machine operators. D) all trained to be facilitators. E) None of the above; all of the statements are false. 26) Techniques for building employee empowerment include: A) building communication networks that include employees. B) developing open, supportive supervisors. C) moving responsibility from both managers and staff to production employees. D) building high-morale organizations. E) All of the above are techniques for employee empowerment. 27) Building high-morale organizations and building communication networks that include employeesare both elements of: A) ISO 9000 certification. B) Six Sigma certification. C) employee empowerment. D) Taguchi methods. E) the tools of TQM. 28) The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as: A) continuous improvement. B) employee empowerment. C) benchmarking. D) copycatting. E) patent infringement. 29) Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the: A) quality loss function. B) Pareto chart. C) ISO 9000 quality cost calculator. D) process chart. E) Ishikawa diagram. 30) A quality loss function includes all of the following costs EXCEPT: A) the cost of scrap and repair. B) the cost of customer dissatisfaction. C) inspection, warranty, and service costs. D) sales costs. E) costs to society. 31) A manager tells her production employees, “It’s no longer good enough that your work falls anywhere within the specification limits. I need your work to be as close to the target value as possible.” Her thinking is reflective of: A) internal benchmarking. B) Six Sigma. C) ISO 9000. D) Taguchi concepts. E) process control charts. 32) ________ is the Japanese word for the ongoing process of unending improvement. 33) Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called ________. 34) ________ selects a demonstrated standard of performance that represents the very best performance for a process or an activity. 35) A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n) ________.