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ISO 9000 and Total Quality Management: Exam Questions and Answers, Exams of Nursing

Exam questions and answers related to iso 9000 and total quality management (tqm). The questions cover topics such as the basic premise of iso 9000, its objectives, the documents that make up the standard, and peter scholtes' observations on the failure to understand deming's profound knowledge. Additionally, the document discusses the importance of ownership, interdependent forces, and psychology in achieving quality cultural change.

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2023/2024

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Hourly workers lacked education.
Customers
Selecting a supplier based entirely on who bids the lowest price on a supply contract
To allow other workers to concentrate on output quantity rather than quality
BSOP 326 Week 8 Final Exam Questions and Answers 2024
1. (TCO 1) Which of the following factors allowed Frederick Taylor's scientific management philosophy
to work well at the turn of the 20th century? (Points : 6)
Unionization of workers did not exist.
Hand labor was dominant in manufacturing.
Production quality was of greater concern than production quantity.
Question 2.
2. (TCO 1) Which of the following stakeholders require companies to make long-term commitments to, in
the context of total quality? (Points : 6)
Employees
Suppliers
All of the above
Question 3.
3. (TCO 2) Which of the following practices would NOT be found in a TQM company? (Points : 6)
Training suppliers in quality improvement methodology
Retaining suppliers that meet expectations for superior quality
Requiring suppliers to provide proof of capable processes
Question 4.
4. (TCO 2) Which of the following is NOT a purpose of final product inspection? (Points : 6)
To ensure that no defective items reach the customer
To discover & help resolve production problems
To judge the quality of the manufacturing
Question 5.
5. (TCO 3) In which of the following categories can companies receive a Malcolm Baldrige National
Quality Award? (Points : 6)
Small business
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Hourly workers lacked education. Customers Selecting a supplier based entirely on who bids the lowest price on a supply contract To allow other workers to concentrate on output quantity rather than quality

BSOP 326 Week 8 Final Exam Questions and Answers 2024

1. (TCO 1) Which of the following factors allowed Frederick Taylor's scientific management philosophy

to work well at the turn of the 20th century? (Points : 6)

Unionization of workers did not exist. Hand labor was dominant in manufacturing. Production quality was of greater concern than production quantity.

Question 2.

2. (TCO 1) Which of the following stakeholders require companies to make long-term commitments to, in

the context of total quality? (Points : 6)

Employees Suppliers All of the above

Question 3.

3. (TCO 2) Which of the following practices would NOT be found in a TQM company? (Points : 6)

Training suppliers in quality improvement methodology Retaining suppliers that meet expectations for superior quality Requiring suppliers to provide proof of capable processes

Question 4.

4. (TCO 2) Which of the following is NOT a purpose of final product inspection? (Points : 6)

To ensure that no defective items reach the customer To discover & help resolve production problems To judge the quality of the manufacturing

Question 5.

5. (TCO 3) In which of the following categories can companies receive a Malcolm Baldrige National

Quality Award? (Points : 6)

Small business

Manufacturing Service All of the above

Question 6.

6. (TCO 3) ISO 9000 recertification is required every. (Points : 6)

three years five years seven years nine years

Question 7.

7. (TCO 4) considered top management's commitment to quality an absolute necessity for TQM.

(Points : 6)

Deming Crosby Juran All of the above

Question 8.

8. (TCO 4) The primary reason for Deming's position that slogans should be eliminated is which of the

following? (Points : 6)

Most problems are a result of the system & cannot be eliminated without redesigning the system. Slogans take up valuable space in the production department. Slogans are costly to maintain & periodically update. Workers don't always understand the slogans.

Question 9.

9. (TCO 5) Measurable performance levels that define the quality of customer contact with an

organization's representatives are known as which of the following? (Points : 6)

Customer contact requirements Quality function deployments

All of the above employee involvement team members

Question 14.

14. (TCO 7) GE's "Work-Out" program is an example of. (Points : 6)

team-based training 360 feedback performance appraisal

Question 15.

15. (TCO 8) The key stages of a team's life cycle include which of the following? (Points : 6)

Forming Storming Adjourning

Question 16.

16. (TCO 8) In firms that implement Six Sigma efforts, are often targeted as future leaders.

(Points : 6)

Black belts champions Green belts

Question 17.

17. (TCO 9) Which of the following is not part of a process control system? (Points : 6)

Comparison of actual results with the standard A means of measuring accomplishment A standard or goal

Question 18.

18. (TCO 9) All the following are reasons for high error rates in manual inspection, except for.

(Points : 6)

A backup process

high product complexity high worker turnover high defect rate high inspection rate

Question 19.

19. (TCO 10) During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with

incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the

following? (Points : 6)

An internal failure cost An appraisal cost An external failure cost A prevention cost

Question 20.

20. (TCO 10) The additional labor that is used when a machined part is returned to the drilling

department for rework to correct a quality problem is considered which of the following? (Points : 6)

A prevention cost An appraisal cost An internal failure cost An external failure cost

Question 21.

21. (TCO 11) The Deming cycle is based on the premise that improvement comes from which of the

following? (Points : 6)

The application of knowledge Financial investment Automation Clearly defined numerical performance goals

Question 22.

22. (TCO 11) Which of the following was NOT illustrated by the Red Bead Experiment? (Points : 6)

Management is responsible for the system.

Define, Monitor, Analyze, Improve, Confirm Define, Monitor, Analyze, Invest, Control Define, Measure, Analyze, Improve, Control Define, Measure, Analyze, Invest, Control

Question 27.

27. (TCO 14) Current research suggests leadership will have to change from: (Points : 6)

Process to position Focus throughout the organization to a focus at the top Power resulting from position to power resulting from knowledge Feeling & emotional to logical & rational

1. (TCO 3) Answer the following questions concerning ISO 9000:

  1. Discuss the basic premise behind ISO 9000. (10 points)
  2. Discuss three of the five objectives of ISO 9000. (10 points)
  3. Discuss the three documents that make up ISO 9000. (10 points)

1) One of the basic premises of ISO 9000 is that consistency of results starts with consistency of process

execution, which can be achieved through documentation, training, & automation. The requirement for

commonly exceed customer requirements.

2) The three objectives of ISO 9000 are:

a) Gives businesses with useful, globally recognized models for operating a quality management system.

b) Achieve, maintain & aim to regularly enhance product quality (the standards define “product” as the

output of any process. Therefore, this word will also apply to “services,” whether internal or external to

the business).

effectiveness of the process, both in terms of customer requirements & internal needs. Internal needs

documentation permeates the standard. There must be a way of measuring & verifying the efficiency &

c) Primary objective of getting these standards is to boost the goodwill of organization. Customer can

compare the quality of two companies , one is with ISO standard & other is without ISO standard.

Goodwill could be in form of rise in sale or more promotion of product of company.

3) ISO 9000 refers to a set of three Quality Management System (QMS) documents: ISO 9000, ISO 9001,

& ISO 9004, produced by the International Organization for Standardization.

  • ISO 9000 contains the definitions & terminology used by the ISO 9001 standard.
    • ISO 9001 contains the actual QMS requirements used for certification or registration audits.
  • ISO 9004 is a set of guidelines that can be used to develop a quality management systems.

3. (TCO 4) Answer the following three parts relating Peter Scholtes's observations in regard to the failure

to understand Deming's Profound Knowledge, which can result in severe problems.

  1. Discuss what happens when people do not understand variation. (10 points)
  2. Discuss what happens when people do not understand systems. (10 points)
  3. Discuss what happens when people do not understand psychology. (10 points)

Ans) 1) When people don’t understand variation;

· They don’t see trends that are occurring;

· They see trends where there are none;

· They don’t know when expectations are realistic;

· They don’t understand past performance so they can’t predict future performance;

· They don’t know the difference between prediction, forecasting, & guesswork;

· They give others credit or blame when those people are simply either lucky or unlucky. This

usually occurs because people tend to attribute everything to human effort, heroics, frailty,

error, or deliberate sabotage, no matter what the systemic cause; and

· They are less likely to distinguish between fact & opinion.

2) When people don’t understand systems;

· They see events as individuals incidents rather than the net result of many interactions and

enrgy they bring to their work; & to what extend positive feelings emerge from the work experience; the

needs of the organization & the expected roles & responsibilities; the emotional - how much passion &

wok force is very important for the implementation of TQM as Improving quality has become a copany-

wide effort as the increasing globalization of business underscores the necessity of continuous

improvement. Total quality management (TQM), the preferred approach to achieving this end, is o

longer the sole concern of quality engineers, product designers, process engineers & other specialists.

Even the human resource management (HRM) function has an important role to play in developig

quality across the entire organization.

3) A participative management style offers various benefits at all levels of the organization. By creating a

nse of ownership in the company, participative management instills a sense of pride & motivates

employees to increase productivity in order to achieve their goals. Employees who participate in the

esteem & creative fulfillment heightened. Information sharing, which is concerned with keeping

employees informed about the economic status of the company.

3. Transporting (McBride, 2009)

Transporting product between processes is a cost incursion which adds no value to the product.

Excessive movement & handling cause damage & are an opportunity for quality to deteriorate.

Material handlers must be used to transport the materials, resulting in another organizational cost

that adds no customer value. Transportation can be difficult to reduce due to the perceived costs

of moving equipment & processes closer together. Furthermore, it is often hard to determine

which processes should be next to each other. Mapping product flows can make this easier to

visualize.

4. Inappropriate Processing (McBride, 2009)

Often termed as “using a sledgehammer to crack a nut,” many organizations use expensive high

precision equipment where simpler tools would be sufficient. This often results in poor plant

layout because preceding or subsequent operations are located far apart. In addition they

encourage high asset utilization (over-production with minimal changeovers) in order to recover

the high cost of this equipment. Toyota is famous for their use of low-cost automation, combined

with immaculately maintained, often older machines. Investing in smaller, more flexible

equipment where possible; creating manufacturing cells; & combining steps will greatly reduce

the waste of inappropriate processing.

5. Unnecessary Inventory (McBride, 2009)

ecisions of the company feel like they are a part of a team with a common goal, & find their sense of elf-

moivational - how important, challenging, & meaningful people perceive their work is.The ownership at

Work in Progress (WIP) is a direct result of overproduction & waiting. Excess inventory tends to

hide problems on the plant floor, which must be identified & resolved in order to improve

operating performance. Excess inventory increases lead times, consumes productive floor space,

delays the identification of problems, & inhibits communication. By achieving a seamless flow

between work centers, many manufacturers have been able to improve customer service & slash

inventories & their associated costs.

6. Unnecessary / Excess Motion (McBride, 2009)

This waste is related to ergonomics & is seen in all instances of bending, stretching, walking,

lifting, & reaching. These are also health & safety issues, which in today’s litigious society are

becoming more of a problem for organizations. Jobs with excessive motion should be analyzed

& redesigned for improvement with the involvement of plant personnel.

7. Defects (McBride, 2009)

Having a direct impact to the bottom line, quality defects resulting in rework or scrap are a

tremendous cost to organizations. Associated costs include quarantining inventory, re-inspecting,

rescheduling, & capacity loss. In many organizations the total cost of defects is often a

significant percentage of total manufacturing cost. Through employee involvement &

Continuous Process Improvement (CPI), there is a huge opportunity to reduce defects at many

facilities.

Organizations employ their staff for their nimble fingers & strong muscles but forget they come

to work everyday with a free brain. It is only by capitalizing on employees' creativity that

organizations can eliminate the other seven Many changes over recent years have driven

organizations to become world class organizations or Lean Enterprises. The first step in

achieving that goal is to identify & attack the seven wastes. As Toyota & other world-class

organizations have come to realize, customers will pay for value added work, but never for

waste.(McBride, 2009)

McBride, D. (2009, 08 29). The 7 manufacturing wastes. Retrieved from

http://www.emsstrategies.com/dm090203article2.html