chapter 6 – MGT

Managing quality helps build successful strategies of A. ​differentiation, time and service. B. ​differentiation, low cost and service. C. ​differentiation, low cost and response. D. ​differentiation, time and response.

A successful quality strategy begins with A. an understanding of the principles of quality. B. an organizational culture that fosters quality. C. engaging employees in the necessary activities to implement quality. D. satisfying customers and obtaining a competitive advantage.

Which of the following DOES NOT increase profit by improving​ quality? A. improved reputation B. higher warranty costs C. increased productivity D. flexible pricing

Which of the following could reduce costs and increase​ profit? A. improved reputation B. flexible pricing C. improved response D. increased productivity

The American Society for Quality defines quality as A. how well a product fits patterns of consumer preferences. B. the degree of excellence at an acceptable price and the control of variability at an acceptable cost. C. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. D. even though it cannot be​ defined, you know what it is.

Which of the following is an award for quality achievement in​ Japan? A. Malcolm Baldrige National Quality Award B. ISO 9000 C. Tokyo Medal for Excellence in Quality D. Deming Prize

Which of the following costs is NOT a cost of​ quality? A. lost goodwill B. rework C. research and development D. scrap

Which of the following is NOT an external failure​ cost? A. costs to society B. lost goodwill C. scrap D. returned goods

Which of the following is the Japanese term used to describe continuous improvement​ efforts? A. kaizen B. six sigma C. kanban D. ​poka-yoke

​Taguchi's quality loss function is based on a A. linear equation. B. negative exponential distribution. C. binomial distribution. D. quadratic equation.

Which of the following is NOT one of the techniques for building employee​ empowerment? A. Build communication networks that include employees. B. Develop​ open, supportive supervisors. C. Eliminate formal organization structures such as teams and quality circles. D. Build​ high-morale organizations.

To develop a standard or​ benchmark, firms need to start with A. forming a benchmark team. B. collecting benchmarking information. C. identifying benchmarking partners. D. determining what to benchmark.

A device or technique that ensures production of a good unit every time is a A. zero defect. B. ​fail-safe. C. control chart. D. ​poka-yoke.

Attribute inspection measures A. if the product is good or bad. B. whether or not the product attributes conform to the​ inspector's personal tastes. C. if cause and effect are present. D. such dimensions as​ weight, speed,​ size, or strength to see if an item falls within an acceptable range.

Inspections should NOT take place A. during the​ step-by-step production process. B. after costly or irreversible processes. C. at your facility upon receipt of goods from your supplier. D. at your​ supplier's plant while the supplier is producing.

One hundred percent inspection A. means that every part is checked to see whether or not it is defective. B. catches all of the defective parts. C. means that only good parts will be shipped to a customer. D. is practical and an excellent fit for​ world-class manufacturers.

Which of the following determinants of service quality means the firm performs the service right the first time and that the firm honors its​ promises? A. reliability B. responsiveness C. credibility D. competence

Which of the following determinants of service quality means approachability and ease of​ contact? A. access B. tangibles C. security D. courtesy

Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service​ quality? A. The operations manager should realize that the​ customer' expectations are the standard against which the service is judged. B. The manager may be able to influence the quality of the service but has little control over the​ customers' expectation. C. The tangible component of many services is important. D. Managers must expect exceptions.

What is training and empowering frontline employees to solve a problem​ immediately? A. courtesy B. quality circle C. employee empowerment D. service recovery

What is the percentage defective in an average lot of goods inspected through acceptance​ sampling? A. AQL B. LTPD C. OC curve D. AOQ

In acceptance​ sampling, the​ producer's risk is the risk of having a A. good lot rejected. B. bad lot rejected. C. bad lot accepted. D. good lot accepted.

​Cause-and-effect diagrams are also known as A. target specification graphs. B. Pareto charts. C. flowcharts. D. ​fish-bone charts.

Which of the following is NOT a common TQM​ tool? A. queuing models B. histograms C. check sheets D. scatter diagrams

Which of the following TQM tools would be best suited for displaying the number of students majoring in each business​ discipline? A. ​cause-and-effect diagram B. scatter diagram C. flowchart D. histogram

Which of the TQM tools would be best suited for determining why a​ student's course registration is never​ correct? A. check sheet B. ​cause-and-effect diagram C. Pareto chart D. flowchart