Quality Assurance Test 1

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School

Confederation College *

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Course

EL612

Subject

Management

Date

Feb 20, 2024

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docx

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2

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1. Associate the following with either a Manager or Leader "Supportive" Ans. Leader 2. "Six Sigma" was founded by GE (General Electric) in 1986 to increase profits of an organization by: 1. Increasing income through increased customer satisfaction. 2. Reducing expenses through reduction of workers Ans. True 3. Personal attributes that leaders in quality management should exhibit do not include ____. Ans. Opinionated 4. TQM is short form of: Ans. Total Quality Management 5. According to Juran, which responsibility can be delegated? Ans. Decision making authority to execute improvement opportunities. 6. "Verification" is the act of determining whether products and services conform to specific requirements. Ans. True 7. This level of the organizational hierarchy is responsible for carrying out the policies and procedures necessary to achieve the mission and goals of the company. Ans. Middle Management 8. A "Flat organizational structure" can sometimes create conflicts that cause employees to leave/quit. Ans. False 9. Which of the following is not a type of organizational structure? Ans. Network 11. Which "organizational structure" has workers from the same department collaborate to accomplish common objectives? Ans. Functional 12. The "PDCA/PDSA Cycle" can be used to for making improvements, driving action, and providing governance. Ans. True 13. i. All jobs are rushed, and the workplace is unorganized and unclean. The customer's voice is rarely heard - Dysfunctional System ii. Cleanliness of individual work areas is stressed. Customer involvement is sought. A supplier certification program is in place - Developing System iii. Customers, suppliers and employees are integrated into the systems. Errors are prevented with mistake-proofing devices - Maturing System iv. Management is personally and visibly involved in continuous improvement. Retaining satisfied customers is key - World-Class System v. Bottlenecks and non-value added functions in process flow are being examined. Training is being conducted. A "Customer focus" is the goal - Awakening System 15. In the "Top down approach," a manager might try to make their workers jobs easier to help keep them happy. Ans. False 16. Companies that focus on [1] will not spend nearly as much on marketing and advertising as an organization that focuses on [2] 1 – design 2 – conformance 17. A "Cause Leader" is often a person in a managerial or supervisory position. Ans. False 18. Associate the following with either a Manager or Leader. "Time" Ans. Manager 19. Associate the following with either a Manager or Leader. "Empowerment" Ans. Leader 20. Associate the following with either a Manager or Leader. "Money/Assets" Ans. All of the above 21. "Six Sigma" is founded on statistical analysis targets for defects, particularly on the standard deviation or bell curve analysis. Ans. True 23. Anyone in an organization can be a leader if they have people willing to follow them. Ans. True 24. Match the type of customer to the correct definition.
i. Value themselves as part of the process to deliver the product, but add no value to the product or service along the way. - False customer ii. Generally defined as any individual or group within the organizational boundaries who receives the product or service. - Internal customer iii. Is the individual or group who directly receives the output of a process. - Primary Customer iv. Are those individuals or group from outside of the process boundaries who also receive process output, but who are not the reason for the process's existence. - Secondary customer v. Whomever uses the final product or service as intended. – Consumer 25. Match the terms below to the correct definitions. i. Quality Assurance - All the planned and systematic activities implemented within the quality system that can be demonstrated to provide confidence that a product or service will fulfill requirements for quality. ii. Quality Control - The operational techniques and activities used to fulfill requirements for quality. 26. Which is not one of Deming's 14 points to transform western management? Ans. Institute leadership 27. Which "organizational structure" creates a situation where employees are reporting to more than one person (and confusion can arise due to competing interests)? Ans. Matrix 28. Who introduced the western world to Japanese quality processes? Ans. Joseph Juran 29. Associate the following with either a Manager or Leader. "Materials/Resources" Ans. All of the above 30. Associate the following with either a Manager or Leader. "Information" Ans. All of the above.
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