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23. Experience with cross-functional teams has been difficult for many firms due to
________.
C) increasing redundancy
E) increasing inflexibility
24. ________ include all of those activities involving interaction with suppliers.
A) Inbound logistics
C) Outbound logistics
D) Upstream activities
E) Downstream activities
B) Six Sigma
C) customer support
D) international sourcing
26. ________ include traditional process improvement as well as value stream mapping.
B) Upstream activities
C) Inbound logistics
D) Downstream activities
E) Outbound logistics
27. Which of the following is a core process activity in supply chain management?
B) acceptance sampling
D) supplier qualification
E) customer support
28. ________ involves analyzing processes from a systems perspective such that upstream
and downstream effects of core process changes can be evaluated.
A) Six Sigma
B) Acceptance sampling
C) Concurrent engineering
D) International sourcing
A) Inbound logistics
B) Downstream activities
D) Upstream activities
E) Outbound logistics
A) supplier qualification
B) supplier development
C) acceptance sampling
D) international sourcing
E) customer support
D) ordering new machinery and updating the current machinery to the latest technology
E) training the workforce to develop and utilize its full potential to meet the company's
objectives
32. Two of the major emphasis in engineering are the areas of ________.
33. All the activities associated with developing a product from concept development to
final design and implementation is known as ________.
B) life testing
C) simultaneous engineering
34. Which step in the design life cycle is typically an iterative process? (lặp đi lắp lại)
A) idea generation
C) preliminary design
D) implementation
35. ________ engineering has resulted in the simultaneous performance (đồng thời) of
product and process design activities.
A) Stepwise
B) Progressive
C) Incremental
E) Discrete
36. The facet of reliability engineering that determines whether a product will fail under
controlled conditions during a specified life is referred to as ________.
B) reengineering
C) concurrent prototyping
37. If a component has a relatively high probability of failure(hỏng) that will affect the
overall function of a product,then ________ is applied so that a backup system can take
over(thay thế) for the failed primary system.
B) life testing
C) concurrent engineering
38. Statistical process control is associated with which of the following perspectives of
quality?
A) operations
B) marketing
C) human resources
D) engineering
E) strategic management
A) Reengineering
C) Redundancy testing
D) Concurrent engineering
E) Life testing
40. During statistical process control, if a process is________ it will consistently produce
products that meet specification.
A) redundant
B) unstable
D) stable
E) concurrent
41. During statistical process control, if a process is________ it will only exhibit random
or common cause variation instead of nonrandom special cause variation.
A) redundant
B) unstable
C) capable
E) concurrent
42. The ________ perspective on quality is technically oriented, focusing on statistics and
technical specification that are needed to produce high-quality products.
A) marketing
B) operations
C) engineering
D) strategic management
E) financial
43. The operations management view of quality is rooted (bắt nguồn) in the ________
approach.
A) strategic management
B) marketing
C) finance
E) human resource
44. ________ was the first functional field of management to adopt quality as its own.
A) Engineering
B) Marketing
C) Human resources
D) Finance
E) Operations
45. The systems view is associated with which of the following perspectives of quality?
A) operations
B) engineering
C) marketing
D) strategic management
E) financial
46. ________ refers to the planning processes (quy trình lập kế hoạch) used by an
organization to achieve a set of long-term goals.
A) SPC
B) Concurrent engineering
E) Strategy
47. Which of the following components (các thành phẩn) is not included in the generic
strategic planning process (quy trình họat định chiến lược chung)?
B) business-level strategy
C) external analysis
E) internal analysis
48. The ultimate goal of strategic quality planning is to help an organization achieve
________.
A) maximum profitability
D) cost minimization
E) growth in revenues
49. The marketing function trend that concentrates on satisfying and delivering value
to the customer is known as ________. (thỏa mãn và mang lại giá trị cho khách hàng)
C) customer-centric approach
E) change management
50. The marketer focuses on the ________ dimension of a products and services.
B) durability
C) conformance
D) reliability
E) performance
51. The primary marketing tools for influencing customer perceptions of quality are
________.
52. The marketing system involves the interactions (tương tác) between ________.
B) the raw material supplier, the producing organization, and the intermediary
D) the raw material supplier, the producing organization, and the final consumer
53. The role of marketing in design has been to bring the voice of the ________ into the
design process.
A) supplier
B) customer
C) intermediary
D) retailer
E) producer
54. The first theoretical attempt to link quality improvement to financial results was the
________.
D) 360-degree evaluation
56. ________ referred to the communication problem when he stated that "the language
of management is money."
A) Deming
B) Shewhart
C) Juran
D) Garvin
E) Crosby
B) contingency theory
(Nó liên quan đến việc chuyển ra quyết định xuống cấp thấp nhất tổ chức)
A) Job forecast
B) Job specification
C) Job selection
D) Job sharing
E) Job analysis
A) Circular evaluation
B) Upward-downward evaluation
C) 360-degree evaluation
E) Inward-outward evaluation
62. The ________ process is based on the scientific method, which includes the phases of
analysis, relation, and generalization.
A) quality execution
B) quality implementation
C) quality assurance
D) quality management
E) quality control
Quality Control
Quality assurance refers to activities associated with guaranteeing the quality of a product or
service. Often, these activities are design-related. This view of quality states that quality
control is reactive rather than proactive by detecting quality problems after they occur. Given
this, the best way to ensure quality is in the design of products, services, and processes.
Quality assurance activities include tasks such as
• Failure mode and effects analysis
• Concurrent engineering
• Experimental design
• Process improvement
• Design team formation and management
• Off-line experimentation
• Reliability/durability product testing
E) experimental design
The management processes that overarch and tie together the control and assurance
activities make up quality management. See Quality Highlight 1-2 for an example of a
company with effective quality management. The integrative view of quality management
supports the idea that quality is the responsibility of all management, not just quality
managers. For this reason, a number of managers, supervisors, and employees are involved in
quality management activities such as
• Planning for quality improvement
• Creating a quality organizational culture
• Providing leadership and support
• Providing training and retraining
• Designing an organizational system that reinforces quality ideals
• Providing employee recognition
• Facilitating organizational communication
C) off-line experimentation
72. A ________ perspective on quality involves a subjective assessment (đánh giá chủ
quan) of the efficacy of every step on thebprocess for the customer.
A) cultural
B) value-added
C) operations
D) strategic management
E) financial
73. ________ theory presupposes that there is no theorybor method for operating a
business that can be applied in all instances.
A) Value-added
B) Collaborative
C) Cost-benefit
D) Contingency
7. A theory that is generated by observation and description is said to have been developed
by the process of ________.
A) deduction
B) abstraction
C) simulation
D) induction
E) supposition
8. Researchers use ________ to propose a model based on prior research and design an
experiment to test the theoretical model.
A) supposition
B) deduction
C) induction
D) simulation
E) abstraction
Ishikawa’s 11 Points
7. Put quality fi rst and set your with education. sights on long-term objectives.
9. Top management must not when inspection is no longer necessary. show anger when facts
are
5. Quality control is the responsibility of in a company can be solved by all workers and all
divisions. the seven tools of quality control.
C) consumer complacency
11. Which of the following points for management devised by Deming involves the
management committing resources to ensure that the quality job is completed?
C) improve leadership
12. ________ means that all workers are responsible for their own work and perform needed
inspections at each stage of the process to maintain process control.
B) In-process management
C) Constancy of purpose
D) Parallel processing
E) Just-in-time approach
13. ________ minimizes the number of suppliers used resulting in decreased variability.
A) Parallel processing
B) Just-in-time purchasing
C) Management by objective
D) In-process management
E) Constancy of purpose
14. Which of the following points for management devised by Deming encourages parallel
processing infocused teams?
A) constantly improve the system
15. ________ refers to a process of setting annual goals, typically during a performance
appraisal, that are binding on the employee.
A) Just-in-time approach
B) Management by objective
C) In-process management
D) Parallel processing
E) Constancy of purpose
17. According to Juran, ________ is a process-related activity that ensures processes are
stable and provides a relatively consistent outcome.
A) control
B) organizing
C) planning
D) improvement
E) scheduling
18. ________ improvement implies that the process has been studied and that some major
improvement has resulted in large, nonrandom improvement to the process.
A) Ongoing
B) Progressive
C) Successive
D) Continuous
E) Breakthrough
A) labor
B) quality
C) money
D) performance
E) improvement
20. The driving force of the Century of Productivity was the movement known as ________.
D) scientific management
E) behavioral modification
A) Frederick W. Taylor
B) Joseph M. Juran
C) Philip Crosby
D) W. Edwards Deming
E) Kaoru Ishikawa
22. ________ is also called the 80/20 rule.
B) Pareto's law
C) Juran trilogy
D) Taguchi method
23. ________ was responsible for the development and dissemination of the basic seven tools
of quality.
A) Kaoru Ishikawa
B) Philip Crosby
C) Genichi Taguchi
D) Armand Feigenbaum
E) Joseph M. Juran
A) Armand Feigenbaum
B) Joseph M. Juran
C) Genichi Taguchi
D) Philip Crosby
E) Kaoru Ishikawa
B) his assertion that the entire organization should be involved in improving quality
B) his assertion that the entire organization should be involved in improving quality
27. What are the three steps proposed by Feigenbaum to improve quality?
A) Philip Crosby
B) W. Edwards Deming
C) Joseph M. Juran
D) Genichi Taguchi
E) Armand Feigenbaum
B) his assertion that the entire organization should be involved in improving quality
B) his assertion that the entire organization should be involved in improving quality
31. Quality loss function and robust design are concepts included in ________.
E) Pareto's law
32. ________ refers to a reference point for determining the quality level of a product or
service.
A) Quality of conformance
B) Hothouse quality
D) Specific quality
E) Ideal quality
33. The Taguchi concept of ________ states that products and services should be designed so
that they are inherently defect-free and of high quality.
A) homoscedasticity
B) robust design
D) ideal quality
E) design conformance
34. ________ is the principle pioneer of benchmarking.
A) Robert C. Camp
B) Tom Peters
C) Michael Hammer
D) James Champy
E) Stephen R. Covey
B) his assertion that the entire organization should be involved in improving quality
36. Michael Hammer and James Champy are most closely identified with ________,
B) reengineering
D) benchmarking
A) quality breakthrough
B) quality assurance
C) strategic planning
D) information analysis
E) team approach
38. Quality experts agree that quality can be assured only during the ________ phase.
A) production
B) marketing
C) analysis
D) testing
E) design
39. Which of the following factors is not addressed by the reengineering approach to quality
improvement?
A) team approach
B) information analysis
C) strategic planning
D) customer focus
E) quality assurance
A) Exporting
B) Franchising
C) Licensing
D) Importing
E) Partnering
2. By changing their ________ environment, firms locate themselves near to or far away
from natural re
sources.
A) economic
B) task
C) physical
D) global
E) social
3. The portion of a firm's environment that has to do with the operating structure that the firm
encounters when globalizing is called the ________ environment.
A) global
B) physical
C) social
D) task
E) economic
4. The ________ environment facing globalizing corporations refers to cultural factors such
as language,business customs, customer preferences, and patterns of communication.
A) task
B) social
C) physical
D) global
E) economic
A) Exporters
B) Licensors
C) Franchises
D) Importers
E) Retailers
6. The model for the Baldrige consists of ________ interrelated categories that compose the
organizational system for performance.
A) four
B) five
C) six
D) seven
E) eight
A) operations management
E) Six Sigma
8. Which of the following categories is not a criterion for the Malcolm Baldrige Award?
A) Internet competencies
B) operations focus
C) strategic planning
D) business results
E) leadership
9. Which of the following Baldrige criteria is used to evaluate the extent to which top
management is personally involved in creating and reinforcing goals, values,directions, and
customer involvement?
A) workforce focus
B) leadership
C) strategic planning
D) operations focus
E) business results
10. Which of the following Baldrige criteria requires the applicant to outline what the firm is
doing to fulfill its responsibility as a corporate citizen?
A) business results
B) operations focus
C) strategic planning
D) leadership
E) customer focus
11. Which of the following Baldrige criteria focuses on how a firm assesses the relative
importance of product or service features?
A) operations focus
B) business results
C) customer focus
D) leadership
E) strategic planning
12. Which of the following Baldrige criteria involves developing an internal environment
conducive to full participation and personal growth, including human resources
development?
A) workforce focus
B) strategic planning
D) customer focus
E) leadership
13. Which of the following Baldrige criteria examines key aspects such as customer focus in
design, worksystem, design for services and products, support processes, and processes
relating to partners?
A)workforce focus
B) strategic planning
ment
D) business results
E) operations focus
14. What is the first step for a firm applying for theBaldrige award?
B) quality assessment
C) a site-visit by examiners
D) eligibility determination
E) consensus review
A) to introduce the selection committee to the top management team of the contending firm
C) to verify and clarify those portions of the Baldrige application having the greatest
impact on the judges'scores
16. What is the major reason for the decrease in the number of applicants for the Malcolm
Baldrige Award?
17. In the ________ approach, the scores required to win the state awards are lower than
those for the national awards.
A) multilevel
B) Baldrige quality
C) Baldrige-lite
D) full-Baldrige
E) consensus
18. The ________ approach uses the Baldrige criteria but with a simplified process or
application.
A) Baldrige quality
B) consensus
C) full-Baldrige
D) Baldrige-lite
E) multilevel
19. In the multilevel approach, the top level includes the ________ approach.
A) consensus
B) full-Baldrige
C) strategic
D) Baldrige quality
E) Baldrige-lite
20. In the multilevel approach, the second level includes the ________ approach.
A) consensus
B) full-Baldrige
C) strategic
D) Baldrige quality
E) Baldrige-lite
21. The ________ for quality was established in 1951 by the Japanese Union of Scientists
and Engineers.
A) Deming Prize
B) Juran Prize
C) Ishikawa Prize
D) Taguchi Prize
E) Baldrige Prize
22. The Deming Prize is awarded to individuals and groups who have contributed to the field
of ________.
A) lean manufacturing
B) quality control
C) sales management
D) just-in-time production
E) strategic planning
A) policy development
B) information analysis
C) workforce focus
E) management system
A) information analysis
B) workforce focus
C) strategic planning
E) customer results
A) policy deployment
B) operations focus
C) information analysis
A) strategic planning
B) waste reduction
C) inventory control
D) product development
E) reengineering
27. A productive system whose focus is on optimizing processes through the philosophy of
continual improvement is called ________.
A) lean manufacturing
B) reengineering
C) benchmarking
D) just-in-time production
A) Genichi Taguchi
B) Kaoru Ishikawa
C) Shigeo Shingo
D) Armand Feigenbaum
E) Philip Crosby
A) waste of stocks
B) waste of funds
C) waste of motion
D) waste of transportation
E) waste of waiting
30. With ________ inspection, all work is inspected at each stage of the manufacturing
process, and the workers inspect their own work.
A) in-process
B) multi-level
C) dynamic
D) continuous
E) line-stop
A) in-process inspection
B) acceptance sampling
D) benchmarking
E) quality control
A) Vertical deployment
B) Cross-functional deployment
C) Horizontal deployment
D) Multi-level deployment
E) Parallel deployment
33. ________ means that all levels of management and workers are actively involved in
quality.
A) Vertical deployment
B) Cross-functional deployment
C) Horizontal deployment
D) Multi-level deployment
E) Parallel deployment
34. With respect to the five S's, organizing by getting rid a of the unnecessary files, forms,
and other materials is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
35. With respect to the five S's, neatness that is achieved by straightening offices and work
areas is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
36. With respect to the five S's, cleaning plants and equipment to eliminate dirtiness that can
hide or obscure problems is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
37. With respect to the five S's, standardizing locations for tools, files, equipment, and all
other materials is called ________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
38. With respect to the five S's, discipline in maintaining the prior four S's is called________.
A) seiri
B) seiton
C) seiso
D) seiketsu
E) shetsuke
39. ________ are natural work teams made up of workers who are empowered to improve
work processes and are used by Japanese companies to involve employees in improving
processes and process capability.
B) Cross-functional teams
E) Quality circles
40. The idea behind ________ is that the worst condition a machine should ever be in is on
the day you purchase the machine.
A) quality circles
B) vertical deployment
C) line-stop authority
D) horizontal deployment
E) preventive maintenance
41. ________ is the European standard for quality that has been expanded worldwide.
A) ISO 9000:2005
B) ISO 9000:2008
C) ISO 9001:2000
D) ISO 9004:2009
E) ISO 14001:2004
C) provide a standardized format for firms to document their quality systems in order
to facilitate trade
43. What is the first step in the registration process for ISO 9000:2008?
A) inquiry
B) client contract
C) phase 1 audit
D) certification audit
E) process audit
1. The ________ is a tool that disaggregates a firm into its core activities to help
reduce costs and identity sources of competitiveness.
A) Delta model
B) value reference model
C) generic data model
D) demand chain
E) value chain
2. Which of the following is not a core activity in the value chain?
A) marketing and sales
B) operations
C) human resource management
D) service
E) inbound logistics
3. Which of the following best describes the hidden factory?
A) system that links together supplier and customer information systems
B) non-value-chain activities having costs but no effect on the customer
C) firms involved in outsourcing business activities
D) disaggregation of a firm into its core activities
E) value-chain activities that add value for the customer
4. The ________ contains all the bureaucratic processes that are not part of the core
activities.
A) front office
B) hidden factory
C) product vendor
D) back office
E) data center
5. The linkage between a series of suppliers and consumers involves the complex
interaction of ________.
A) inbound logistics and outbound logistics
B) marketing and sales
C) operations, sales, and services
D) logistics, systems, and human behavior
E) consumer behavior and interaction
6. ________ is the term used to characterize the relationship between suppliers and
customers when a high degree of linkages and interdependencies exist.
A) Supplier alliance
B) Customer coproduction
C) Supplier-customer interaction
D) Supplier linkage
E) Value partnering
7. In ________, the number of approved suppliers is reduced to just a few.
A) multiple sourcing
B) generic sourcing
C) dual sourcing
D) constricted sourcing
E) selective sourcing
8. ________ reduces the exposure of having a single a supplier.
A) Dual sourcing
B) Selective sourcing
C) Multiple sourcing
D) Generic sourcing
E) Constricted sourcing
9. ________ is a tool used by many firms to differentiate and discriminate between
suppliers.
A) Supplier estimation
B) Supplier segmentation
C) Supplier differentiation
D) Supplier assessment
E) Supplier evaluation
10. ________ is often recorded on report cards in which potential suppliers are rated
based on criteria such as quality, technical capability, or ability to meet schedule
demands.
A) Supplier segmentation
B) Supplier evaluation
C) Supplier assessment
D) Supplier estimation
E) Supplier differentiation
11. ________ rely on external validation of quality programs.
A) Generic filters
B) Sole-source filters
C) Aggregate filters
D) Constricted filters
E) Extrinsic filters
12. Many companies perform lengthy inspections of their suppliers that involve long-
term visits and evaluations. These programs often called ________.
A) supplier segmentation programs
B) supplier assessment programs
C) supplier requirement programs
D) supplier evaluation programs
E) supplier certification programs
13. ________ is a system that aids customer and supplier communication by linking
together supplier and customer information systems.
A) Value-added network
B) Telecommunication network services
C) Computer data transfer
D) Electronic data interchange
E) Data transmission network
14. ________ results in the suppliers being responsible
for managing inventories and keeping inventory costs
low.
A) Vendor-managed inventory
B) Supplier-generated inventory
C) Service level inventory
D) Production inventory
E) Economic order inventory
15. What is the first step for supplier development?
A) identify critical suppliers
B) identify key projects
C) define details of agreement
D) identify critical products and services
E) meet with supplier top management
16. Which of the following steps for supplier development occurs when there is an
agreement about how the supplier needs to improve and where?
A) identify key projects
B) monitor status and modify strategies
C) define details of agreement
D) form cross-functional teams
E) identify critical products and services
17. Which of the following steps for supplier development involves cost,
commitments of resources, metrics for improvement, project charters, accountability,
and deliverables?
A) identify critical products and services
B) identify key projects
C) monitor status and modify strategies
D) identify critical suppliers
E) define details of agreement
18. Which of the following services is not included in supplier relationship
management systems?
A) supplier scorecarding
B) spend analytics
C) gap analysis
D) sourcing execution
E) procurement execution
19. The supplier development program developed by Chrysler, Ford, and General
Motors as a single standard for certifying suppliers was called ________.
A) Targets for Excellence
B) Q1
C) business process reengineering
D) QS 9000
E) ISO 13485
20. The ISO/TS 16949 standard applies only to ________ companies.
A) telecom
B) automotive
C) aviation
D) healthcare
E) information technology
21. Which of the following is not a section of ISO/TS 16949?
A) management responsibility
B) product realization
C) resource management
D) measurement, analysis, and improvement
E) supplier development
22. For the ________ section of ISO/TS 16949, suppliers must recognize key
processes and document these processes.
A) management responsibility
B) measurement, analysis, and improvement
C) product realization
D) quality management system
E) resource management
23. For the ________ section of ISO/TS 16949, the extent to which management is
committed to the development and implementation of quality management, and
continuous improvement is documented.
A) management responsibility
B) resource management
C) product realization
D) measurement, analysis, and improvement
E) quality management system
24. Which of the following sections of ISO/TS 16949 requires the management to
provide infrastructure such as bricks and mortar, equipment, and support systems?
A) management responsibility
B) resource management
C) quality management system
D) product realization
E) measurement, analysis, and improvement
25. The ________ section of ISO/TS 16949 includes as pects such as purchasing,
suppliers, control plans, setups, preventive maintenance, and traceability.
A) management responsibility
B) measurement, analysis, and improvement
C) product realization
D) quality management system
E) resource management
26. For the ________ section of ISO/TS 16949, the company needs to provide
documentation that it can demonstrate product conformity and quality management
system conformity.
A) measurement, analysis, and improvement
B) resource management
C) quality management system
D) product realization
E) management responsibility
27. ISO/TS 16949 does not specify the quality system requirements for the ________
of automotive-related products.
A) servicing
B) design and development
C) disposal
D) installation
E) production
28.________ is the technique used to verify that incoming goods from a supplier
adhere to quality standards.
A) Acceptance sampling
B) Sole-source filtering
C) Electronic data interchange
D) Resource management
E) Supplier certification
29. ________ is defined as a systems-based approach to performance improvement
that leverages opportunities created by upstream and downstream linkages with
suppliers and customers.
A) Customer relationship management
B) Supplier relationship management system
C) Supplier development system
D) Project management
E) Supply chain quality management