Online exam

Part 1 of 2 – 45.0/
50.0 Points

Question 1 of 40
2.5/ 2.5 Points
The original aim of ISO 9000 was to:
A. ensure that the
products or services provided by registered organizations were consistently fit
for their intended purpose.
B. take TQM to the
next level by streamlining overall objectives.
C. support
organizational process reengineering.
D. provide a
foundation for auditing government entities.

Feedback: Page 233
Question 2 of 40
2.5/ 2.5 Points
Which of the following is NOT an appropriate motive for
adopting ISO 9000?
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

Feedback: Page 238
Question 3 of 40
0.0/ 2.5 Points
In the __________ stage of the PDCA Cycle, changes may be
made to plans.
A. Do
B. Control
C. Check
D. Act

Feedback: Page 232
Question 4 of 40
2.5/ 2.5 Points
In which stage are objectives established in the operating
principle of ISO management?
A. Plan
B. Do
C. Check
D. Act

Question 5 of 40
2.5/ 2.5 Points
To keep ISO 9001 relevant, a systematic review of ISO 9001
was completed in:
A. March 2011.
B. October 2011.
C. March 2012.
D. October 2012.

Feedback: Note From Your Instructor
Question 6 of 40
2.5/ 2.5 Points
By a(n) “__________environment” we mean an organizational
environment that has persisted in companies for decades, until the total
quality management movement began to changes things.
A. functional
B. matrix
C. originating
D. traditional

Feedback: Page 237
Question 7 of 40
2.5/ 2.5 Points
The operating principle of ISO’s management system standards
is:
A. TQM.
B. QMS.
C. PDCA.
D. ISO 9001.

Feedback: Page 233
Question 8 of 40
2.5/ 2.5 Points
Which of the following statements outline the relationship
factor?
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 9 of 40
2.5/ 2.5 Points
An important point to remember about ISO 9000 is that the
organization has to respond to all ISO 9001 requirements and tell the
registrar:
A. every industry it
is registering to participate in.
B. specifically what
it is going to do and how it is to be done.
C. what specific
management practices will be implemented and how they will be monitored.
D. the organization’s
vision, guiding principles, and strategies and tactics to achieve the vision
within the constraints of the guiding principles.

Feedback: Page 236
Question 10 of 40
2.5/ 2.5 Points
The revised ISO 9001 standard, once revised, will take
account of changes in quality management systems practices and technology since
the last major revision in:
A. 1987.
B. 1994.
C. 2000.
D. 2008.

Feedback: Note From Your Instructor
Question 11 of 40
2.5/ 2.5 Points
In which stage are the results of the actions measured in
the operating principle of ISO management?
A. Plan
B. Do
C. Check
D. Act

Question 12 of 40
2.5/ 2.5 Points
The quality __________ is composed of all the organization’s
policies, procedures, plans, resources, processes, and delineation of
responsibility and authority.
A. standard
B. management system

C. continuum
D. portfolio

Feedback: Page 234
Question 13 of 40
2.5/ 2.5 Points
The quality __________ must address each clause of the ISO
9001 standard, illustrating management responsibility.
A. registration form

B. management system

C. charter
D. manual

Feedback: Page 234
Question 14 of 40
0.0/ 2.5 Points
__________ is a characteristic of TQM but not of ISO 9000.
A. Customer focus
(internal and external)
B. Obsession with
quality
C. Continual process
and product improvement
D. Unity of purpose

Feedback: Page 237
Question 15 of 40
2.5/ 2.5 Points
The most significant change in ISO 9001:2000 was:
A. making process
management its centerpiece.
B. ensuring all
personnel have measureable work objectives.
C. additional
compliance with documented procedures.
D. an emphasis on
preventative actions rather than just checking the final product.

Feedback: Page 240
Question 16 of 40
2.5/ 2.5 Points
Which of the following is a documentation requirement for
the ISO 9000 quality system?
A. A Quality Policy
B. Statement of
Customer Focus
C. Statement of
Management Commitment
D. Declaration that
Teamwork is to be employed in all areas

Question 17 of 40
2.5/ 2.5 Points
Appropriate motives for adopting ISO 9000 include which of
the following?
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 18 of 40
2.5/ 2.5 Points
Which of the following is a basic principle of ISO 9000?
A. Certification
authority held by ISO
B. Continual
improvement of processes and products
C. Management
authority
D. Periodic internal
audits

Question 19 of 40
2.5/ 2.5 Points
ISO 9000 __________ improve operations in a __________
environment.
A. cannot;
traditional
B. can; traditional
C. cannot;
nontraditional
D. cannot; start-up

Question 20 of 40
2.5/ 2.5 Points
The ISO 9000 quality management system (QMS) is based on
__________ principles from total quality management (TQM).
A. 4
B. 6
C. 8
D. 12

Feedback: Page 232
Part 2 of 2 – 40.0/
50.0 Points

Question 21 of 40
2.5/ 2.5 Points
Factors that inhibit problem-solving creativity include:
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.

Feedback: Page 292
Question 22 of 40
2.5/ 2.5 Points
Which of the following is used to show correlation of two
variables?
A. Run Charts
B. Histograms
C. Scatter Diagram
D. Stratification

Question 23 of 40
2.5/ 2.5 Points
In what matrix of the QFD HOQ are the improvement factor and
sales point developed?
A. Matrix 1
(Customer Needs)
B. Matrix 2
(Planning)
C. Matrix 4
(Interrelationships)
D. Matrix 6 (Design
Targets)

Question 24 of 40
0.0/ 2.5 Points
In what matrix of the QFD HOQ are the improvement factor and
sales point developed?
A. Matrix 1
(Customer Needs)
B. Matrix 2
(Planning)
C. Matrix 4
(Interrelationships)
D. Matrix 6 (Design
Targets)

Feedback: Page 301
Question 25 of 40
2.5/ 2.5 Points
Which chart is often referred to as a trend chart?
A. Control Chart
B. Run Chart
C. Pareto Chart
D. Scatter Diagram

Question 26 of 40
2.5/ 2.5 Points
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.
A. Plan
B. Do
C. Check
D. Adjust

Feedback: Page 281
Question 27 of 40
2.5/ 2.5 Points
DFMEA stands for:
A. design failure
mode and effects analysis.
B. design function
mode and effects analysis.
C. design failure
mode and efficiency analysis.
D. design feature
methods and efficiency analysis.

Feedback: Page 271
Question 28 of 40
2.5/ 2.5 Points
Repeatedly asking “why” related to the problem should
eventually lead to:
A. problem
resolution.
B. consensus.
C. a root cause.
D. process
improvement.

Feedback: Pages 264-265
Question 29 of 40
2.5/ 2.5 Points
__________ involves investigating the cause of a problem by
grouping data into categories.
A. Five-S
B. FMEA
C. Stratification
D. Cause-and-effect
analysis

Feedback: Page 263
Question 30 of 40
2.5/ 2.5 Points
__________ is an analytical technique used to evaluate
failure modes with the intent to eliminate the failure mode in future
operations.
A. Failure mode
analysis (FMA)
B. Effects analysis
C. Process FMEA
D. Design FMEA

Feedback: Page 271
Question 31 of 40
2.5/ 2.5 Points
Objective information is:
A. not reliable.
B. open to
interpretation.
C. factual.
D. not always
factual.

Feedback: Page 288
Question 32 of 40
0.0/ 2.5 Points
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.
A. flowchart
B. check sheet
C. cause-and-effect
diagram
D. Pareto chart

Feedback: Pages 250-251
Question 33 of 40
2.5/ 2.5 Points
Which of the following reveals whether process variation is
the result of a special cause?
A. Control Chart
B. Check Sheet
C. Pareto Chart
D. Run Chart

Question 34 of 40
2.5/ 2.5 Points
Which of the following is NOT part of the Five-S philosophy?
A. Store
B. Secure
C. Shine
D. Sustain

Feedback: Page 267
Question 35 of 40
2.5/ 2.5 Points
A plus symbol (+) in one of the squares under the HOQ roof
indicates that the two technical requirements forming that intersection:
A. are closely
related.
B. are supportive of
each other.
C. are high priority
customer needs.
D. verifies the math
in the planning section.

Question 36 of 40
0.0/ 2.5 Points
During the __________ stage of the PDCA Cycle, the problem
is defined, relevant information is gathered, and the root cause of the problem
is identified.
A. Plan
B. Do
C. Check
D. Adjust

Feedback: Page 281
Question 37 of 40
2.5/ 2.5 Points
__________ tries to identify all the possible types (modes)
of failures that could happen to a product or process–before they happen.
A. Cause-and-effect
diagram
B. Five-S
C. FMEA
D. QFD

Feedback: Pages 270-272
Question 38 of 40
2.5/ 2.5 Points
After defining a problem, the next step in the problem
solving/decision making process should be:
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 39 of 40
0.0/ 2.5 Points
Frequency Distribution Diagram is another name for a:
A. Pareto Chart.
B. Fishbone Diagram.

C. Scatter Diagram.
D. Histogram.

Question 40 of 40
2.5/ 2.5 Points
There are two ways to evaluate decisions. One way is to:
A. examine the
results.
B. examine the input
that is used in decision making.
C. evaluate the
process used in making the decision.
D. A or C

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