The most significant change in

ISO 9001

:2000 was:

Question options:

  

   

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:

Question options:
  
   
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?

Question options:
  
   
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.

Question options:
  
   
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.

Question options:
  
   
a) 

standard

 
   
b) 

management system

 
   
c) 

continuum

 
   
d) 

portfolio

 

Question 6

Which of the following is NOT an appropriate motive for adopting ISO 9000?

Question options:
  
   
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.

Question options:
  
   
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.

Question options:
  
   
a) 
ISO 9000
 
   
b) 
ISO 9001
 
   
c) 

Plan

-Do-

Check

–

Act

 
   
d) 

Continual improvement

 

Question 9

ISO 9000 ________ improve operations in a ___________ environment.

Question options:
  
   
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.

Question options:
  
   
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.

Question options:
  
   
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.

Question options:
  
   
a) 

functional

 
   
b) 

matrix

 
   
c) 

originating

 
   
d) 
traditional
 

Question 13

Which of the following is a basic principle of ISO 9000?

Question options:
  
   
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?

Question options:
  
   
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:

Question options:
  
   
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.

Question options:
  
   
a) 
Do
 
   
b) 

Control

 
   
c) 
Check
 
   
d) 
Act
 

Question 17

The primary difference between ISO 9000 and TQM is:

Question options:
  
   
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.

Question options:
  
   
a) 

specific;     can

not

 
   
b) 

generic;     can

not

 
   
c) 
generic;     can
 
   
d) 
specific;     can
 

Question 19

The quality __________ must address each clause of the ISO 9001 standard, illustrating management responsibility.

Question options:
  
   
a) 

registration form

 
   
b) 
management system
 
   
c) 

charter

 
   
d) 

manual

 

Question 20

ISO 9000 may be ___________ in a mature total quality environment.

Question options:
  
   
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:

Question options:
  
   
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.

Question options:
  
   
a) 

Fish-bone diagrams

 
   
b) 

Pareto chart

s

 
   
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.

Question options:
  
   
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:

Question options:
  
   
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?

Question options:
  
   
a) 

Matrix 1 (Customer Needs)

 
   
b) 

Matrix 2 (Planning)

 
   
c) 

Matrix 4 (Interrelationships)

 
   
d) 

Matrix 6 (Design Targets)

 

Question 26

QFD can be:

Question options:
  
   
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:

Question options:
  
   
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.

Question options:
  
   
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?

Question options:
  
   
a) 

Control Chart

 
   
b) 

Check Sheet

 
   
c) 

Pareto Chart

 
   
d) 

Run Chart

 

Question 30

QFD was developed in 1966 by:

Question options:
  
   
a) 

YojiAkao.

 
   
b) 

Motorola.

 
   
c) 

E. Edwards Deming.

 
   
d) 

Ford Motor Co.

 

Question 31

Data in the Customer Importance column of the customer needs matrix:

Question options:
  
   
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?

Question options:
  
   
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.

Question options:
  
   
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?

Question options:
  
   
a) 

Run Charts

 
   
b) 

Histograms

 
   
c) 

Scatter Diagram

 
   
d) 

Stratification

 

Question 35

Repeatedly asking “why” related to the problem should eventually lead to:

Question options:
  
   
a) 

problem resolution.

 
   
b) 

Consensus.

 
   
c) 

A root cause.

 
   
d) 

process improvement.

 

Question 36

Factors that inhibit problem-solving creativity include:

Question options:
  
   
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?

Question options:
  
   
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?

Question options:
  
   
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?

Question options:
  
   
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.

Question options:
  
   
a) 
Plan
 
   
b) 
Do
 
   
c) 
Check
 
   
d) 

Adjust