Page 430 - The Handbook for Quality Management a Complete Guide to Operational Excellence

416 A p p e n d i x D S i m u l a t e d C e r t i f i c a t i o n E x a m Q u e s t i o n s 417

a. Customer satisfaction is determined solely by the quantity of the
product or service delivered.
b. Customer wants can be determined once and for all and used to
design high-quality products and services.
c. Customer wants, needs, and expectations are dynamic and must be
monitored continually. Providing products or services that match
the customers’ expectations is not enough to ensure customer
satisfaction.
d. Customers will be satisfied if you supply them with products and
services that meet their needs at a fair price.
3. The primary reason for evaluating and maintaining surveillance over a
supplier’s quality program is to:
a. perform product inspection at source.
b. eliminate incoming inspection cost.
c. motivate suppliers to improve quality.
d. make sure the supplier’s quality program is functioning effectively.

4. Incoming-material inspection is based most
directly on:
a. design requirements.
b. purchase order requirements.
c. manufacturing requirements.
d. customer use of the end product.
5. The most important step in vendor certification is to:
a. obtain copies of the vendor’s handbook.
b. familiarize the vendor with quality requirements.
c. analyze the vendor’s first shipment.
d. visit the vendor’s plant.
6. The advantage of a written procedure is:
a. it provides flexibility in dealing with problems.
b. unusual conditions are handled better.
c. it is a perpetual coordination device.
d. coordination with other departments is not required.

7. A vendor quality control plan has been adopted. Which of the
following provisions would you advise top management to be the
least effective?
a. Product audits
b. Source inspection
c. Certificate of analysis
d. Certificate of compliance
e. Pre-award surveys

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