A vendor may be audited both before and during the execution of a contract. During such a vendor audit, the focus may be directed at the management and resource management of the company. Which of the following areas would be EXCLUDED during such an audit?
A. Use and planning of time, manpower and training.
B. Defined quality responsibilities.
C. Company philosophy and organizational charts.
D. Design and process capabilities.
What is the key ranking difference between the Deming philosophy and the Malcolm Baldrige award criteria?
A. Deming prescribes "all or nothing" propositions but MBNQA ranks categories with different weights.
B. The MBNQA ranks "business results" and "customer focus", but Deming does not consider theseitems.
C. The MBNQA has seven categories compared to Deming's 14 points.
D. There is no recognized rating system for the MBNQA.
Which of the following is NOT a method for customer service data collection?
A. Customer surveys.
B. Internal surveys.
C. Customer visits.
D. Complaint analysis.
A product failure in the customer's hands is bad for the company. Why do only 4% of the customers normally file a complaint?
A. The product guarantee takes care of the product.
B. A warranty is in place on the product.
C. It is a minor inconvenience.
D. They don't think it will do any good.
The Malcolm Baldrige award is open for competition among which of the following?
. Large manufacturing businesses.
. Large and small manufacturing businesses.
. Service organizations.
. Large service companies.
A. I only
B. I andIIIonly
C. IIandIIIonly
D. IIandIVonly
For TQM success, what structure sequence should be followed?
. Develop a quality policy. . Establish a quality council. . Establish strategic quality goals. . Train for internal audits.
A. II,III,I,IV
B. II,I,III,IV
C. III,II,I,IV
D. I,II,III,IV
What is the highest form of partnering with employees?
A. Employee involvement.
B. Task teams.
C. Cost reduction projects.
D. Stock option plans.
A pre-award evaluation of a supplier's quality system capability should NOT include consideration of
A. The supplier's product-quality history.
B. The supplier's geographical location.
C. The supplier's implementation of quality manual procedures.
D. The supplier's skills in quality control techniques.
Which of the following are likely to be positive actions in obtaining a supplier's commitment to quality improvement?
. Involving the supplier early in the product development stage. . Partially reimbursing the supplier, when the product is rejected. . Establishing a firm schedule of required product quantities and dates. . Providing meaningful and timely quality performance feedback.
A. IandIVonly
B. I,IIandIVonly
C. I,IIIandIVonly
D. I,II,IIIandIV
Any group, designing a quality information system (QIS) to collect product data, must consider which of the following items?
. How the results will be used. . The frequency that results must be reported. . The allowable data error variation.
A. IIonly
B. IandIIonly
C. IIandIIIonly
D. I,IIandIII
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