CSQA Prep - Chapter 1 - Quality Principles

30 Questions | Total Attempts: 792

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CSQA Prep - Chapter 1 - Quality Principles

Questions to help prep for the CSQA Certification exam.


Questions and Answers
  • 1. 
    • A. 

      Doing it on time

    • B. 

      Doing it the right way

    • C. 

      Doing it as specified

    • D. 

      Doing it right the first time

    • E. 

      Doing the right thing

  • 2. 
    Which of the following are characteristics of the customer's view of quality? (1-4)
    • A. 

      Receiving the right product for their use

    • B. 

      Doing it on time

    • C. 

      Being satisfied that their needs have been met

    • D. 

      Meeting their expectations

    • E. 

      Being treated with integrity, courtesy and respect

  • 3. 
    The provider view is the perspective of the organization that _________ the products and services to the customer. (1-4)
  • 4. 
    The Supplier View is the perspective of the organization (that may be external to the prodcer's company, such as an independent vendor) that provides either the producer and/or provider with ____________________ needed to meet the requirements of the customer. (1-4)
  • 5. 
    The producer gap is: (1-5)
    • A. 

      The difference between was is produced and expected

    • B. 

      The difference between what is specified versus what is delivered

    • C. 

      The difference of the quality expected and produced

  • 6. 
    The customer gap is: (1-5)
    • A. 

      The difference between what the producers actually delivered and what the customer wanted

    • B. 

      The difference between what the producer wanted and delivered

    • C. 

      The difference between the number of customers you want and have

  • 7. 
    • A. 

      Practicality, Testability, Efficiency, Usability

    • B. 

      Validity, Flexibility, Integrity, Reliability

    • C. 

      Timeliness, Maintainability, Reliability, Correctness

    • D. 

      Correctness, Interoperability, Flexibility, Usability

  • 8. 
    A major premise of a quality management environment is an emphasis on continuoue improvement. The approach to continuous improvement is best illustrated using the _____ cycle, which was developed in the 1930s by Dr. Shewhart of the Bell System.  The cycle comprises the four steps of ____, ____, ____, and ____. (1-9)
  • 9. 
    In the PDCA cycle which process defines the objective, expressing it numerically, if possible. Clearly describes the goals and policies needed to attain the objective at this stage.  Determines the procedures and conditions for the means and methods that will beused to achieve the objective. (1-10)
    • A. 

      Plan (P): Devise a plan

    • B. 

      Do (D): Execute the plan

    • C. 

      Check (C): Check the results

    • D. 

      Act (A): Take the necessary action

  • 10. 
    uIn the PDCA cycle which step checks to determine whether work is progressing according to the plan and whether the expected results are obtained. Check for performance of the procedures, changes in conditions, or abnormalities that may appear. (1-10)
    • A. 

      Plan (P): Devise a plan

    • B. 

      Do (D): Execute the plan

    • C. 

      Check (C): Check the results

    • D. 

      Act (A): Take the necessary action

  • 11. 
    The _________ is the money spent beyond what it would cost to build a product right the first time. If every worker could produce defect-free products the first time, the _____ would be zero. Since this situation does not occur, there are costs associated with getting a defect-free product produced. (1-11)
  • 12. 
    There are three COQ categories: (1-11)
    • A. 

      Quality, Improvement, Customer Satisfaction

    • B. 

      Prevention, Improvement, Quality

    • C. 

      Prevention, Appraisal, Failure

    • D. 

      Quality, Appraisal, Failure

  • 13. 
    The Three Key Principles of Quality: (1-14) (Select 3)
    • A. 

      Management is responsible for quality.

    • B. 

      Appraisal costs cover money spent to review completed products against requirements.

    • C. 

      Producers must use effective quality control.

    • D. 

      Quality is a journey, not a destination.

  • 14. 
    A practice is a way to implement a work practice.  Practices that are found to be accurate, efficient, and repeatable are considered to be __________.  (1-15)
  • 15. 
    _________________ is a very high level of quality (specifically- not more than 3.4 defects out of a million items counted).  Use of this technique is usually limited to projects that are clearly connected to business priorities and the payoff will ve very substantial.  (1-15)
  • 16. 
    Defines the current level of performance: (1-16)
    • A. 

      Benchmarking

    • B. 

      Six Sigma

    • C. 

      Baselining

    • D. 

      Best Practices

  • 17. 
    Compares one organization’s, or one part of an organization’s, process for performing a work task to another organization’s process: (1-16)
    • A. 

      Benchmarking

    • B. 

      Six Sigma

    • C. 

      Baselining

    • D. 

      Best Practices

  • 18. 
    ______ means meeting requirements and meeting customer needs, which means a defect-free product from both the producer’s and the customer’s viewpoint. (1-17)
  • 19. 
    Both _______ and ________ are used to make quality happen. Of the two, _________ is the more important.  (1-17)
  • 20. 
    Quality means meeting ________ and meetng ______ needs, which means a defect-free product from both the producer's and customer's viewpoint.  (1-17)
  • 21. 
    __________  is defined as the processes and methods used to compare product quality to requirements and applicable standards, and the action taken when a nonconformance is detected. (1-17)
  • 22. 
    ________ is the set of activities (including facilitation, training, measurement and analysis) needed to provide adequate confidence that processes are established and continuously improved in order to produce products or services that conform to requirements and are fit for use.  (1-18)
  • 23. 
    The ultimate goal of _______ is to supply each process with exactly the required items, in exactly the required quantity, at exactly the required time. There are two conditions necessary to reach this situation: large amounts of production flexibility, and very short lead times. (1-19)
    • A. 

      Quality Assurance

    • B. 

      Just-In-Time (JIT)

    • C. 

      Earned Value

    • D. 

      PDCA

  • 24. 
    This Quality Pioneer defined 14 principles for quality, which formed the basis for the turnaround of the Japanese manufacturing industry. He believed that all 14 principles must be used concurrently to make quality happen. Additional information can be found in his book Out of the Crisis (1-22)
    • A. 

      Philip Crosby

    • B. 

      Dr. W. Edwards Deming

    • C. 

      Dr. Joseph Juran

  • 25. 
    This Quality Pioneer believed that managing for quality required the same attention that other functions typically receive. To ensure that adequate attention was given, he developed a trilogy consisting of three interrelated, basic managerial phases/processes: quality planning, quality control and quality improvement. These are known as “The Quality Trilogy.” (1-28)
    • A. 

      Philip Crosby

    • B. 

      Dr. W. Edwards Deming

    • C. 

      Dr. Joseph Juran