MANG 305, CH. 6

Techniques for building employee empowerment include

Which of the following is true about ISO 14000 certification?

Quality is mostly the business of the quality control staff, not ordinary employees.

PDCA is most often applied in regard to which aspect of TQM?

"Poka-yoke" is the Japanese term for

ISO 9000 seeks standardization in terms of

Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

The goal of inspection is to

Total quality management emphasizes

Line employees need the knowledge of TQM tools.

TQM is important because quality influences all of the ten decisions made by operations managers.

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the __________ tool of TQM.

Continuous improvement is based on the philosophy that every aspect of an operation can be improved.

Based on his 14 Points, Deming is a strong proponent of

Quality "lies in the eyes of the beholder" is

One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using

Pareto charts are used to

Which of the following is not one of the major categories of costs associated with quality?

An improvement in quality must necessarily increase costs.