Operation Management Chapter 6

Quality

User-based

A successful quality strategy features which of the following elements? A) an organizational culture that fosters quality B) an understanding of the principles of quality C) engaging employees in the necessary activities to implement quality D) A and C E) A, B, and C

Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?

"Quality lies in the eyes of the beholder" is:

"Making it right the first time" is:

Three broad categories of definitions of quality are:

According to the manufacturing-based definition of quality:

Which of the four major categories of quality costs is particularly hard to quantify?

Manufacturing based

Product based

Company reputation

ISO 9000 International Quality Standards

All of the following costs are likely to decrease as a result of better quality EXCEPT: A) customer dissatisfaction costs. B) inspection costs. C) scrap costs. D) warranty and service costs. E) maintenance costs.

Which of the four major categories of quality costs is particularly hard to quantify? A) prevention costs B) appraisal costs C) internal failure costs D) external failure costs E) None is hard to quantify.

Which of the following statements is NOT true? A) Self-promotion is not a substitute for quality products. B) Inferior products harm a firm's profitability and a nation's balance of payments. C) Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. D) Quality-be it good or bad-will show up in perceptions about a firm's new products, employment practices, and supplier relations. E) Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of:

"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of:

Stakeholders who are affected by the production and marketing of poor quality products include:

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:

To become ISO 9000 certified, organizations must: A) document quality procedures. B) have an onsite assessment. C) have an ongoing series of audits of their products or service. D) all of the above

What is a set of quality standards developed by the International Organization for Standardization?

______ costs result from production of defective parts or services before delivery to the customer.

The work by ________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Not only customers, but stockholders, suppliers, and others, are among the ________ whose values must be protected in making ethical decisions concerning the quality of products.

Identify the four costs of quality. Which one is hardest to evaluate? Explain.

State the American Society for Quality's definition of quality. Of the three "flavors" or categories of quality definitions, which type is it? Explain.

Quality has at least three categories of definitions; identify them. Provide a brief explanation of each.

In a sentence or two, summarize the contribution of Philip Crosby to quality management.

The focus of ISO 9000 is to enhance success through what eight quality management principles?

TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations.

The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business success.

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

Kaizen is similar to TQM in that both are focused on continuous improvement.

Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.

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.

One of the ways that just-in-time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.

The philosophy of zero defects is:

PDCA, developed by Shewhart, stands for which of the following?

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

A Three Sigma program has how many defects per million?

A Six Sigma program has how many defects per million?

Total quality management emphasizes:

A successful TQM program incorporates all EXCEPT which of the following? A) continuous improvement B) employee involvement C) benchmarking D) centralized decision-making authority E) JIT

Kaizen is a Japanese term meaning:

Which of the following statements regarding "Six Sigma" is TRUE?

Techniques for building employee empowerment include: A) building communication networks that include employees. B) developing open, supportive supervisors. C) moving responsibility from both managers and staff to production employees. D) building high-morale organizations. E) All of the above are techniques for employee empowerment.

Building high-morale organizations and building communication networks that include employees are both elements of:

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:

Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the:

A quality loss function includes all of the following costs EXCEPT: A) the cost of scrap and repair. B) the cost of customer dissatisfaction. C) inspection, warranty, and service costs. D) sales costs. E) costs to society.

_______ is the Japanese word for the ongoing process of unending improvement.

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called ________.

A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n) ________.

Identify the five steps of DMAIC.

What steps can be taken to develop benchmarks?

Explain how just-in-time processes relate to the quality of an organization's outputs.

What is the difference between conformance-oriented quality and target-oriented quality?

Identify the seven major concepts of TQM.

What is the quality loss function (QLF)?

Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

A cause-and-effect diagram helps identify the sources of a problem.

Pareto charts are used to:

The "four Ms" of cause-and-effect diagrams are:

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a:

The process improvement technique that sorts the vital few from the trivial many is:

A fishbone chart is also known as a:

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is:

______ diagrams use a schematic technique to discover possible locations of quality problems.

________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

The goal of inspection is to:

Which of the following is not a typical inspection point?

A good description of source inspection is inspecting:

A(n) ________ is a type of poka-yoke that lists the steps needed to ensure consistency and completeness in a task.

How is source inspection related to employee empowerment?

What refers to training and empowering frontline workers to solve a problem immediately?

Which of the determinants of service quality involves having the customer's best interests at heart?

Which of the determinants of service quality involves performing the service right the first time?

Identify the ten determinants of service quality. Describe two of them in a sentence or two each.

Prevention cost

Appraisal cost

Internal failure cost

External failure cost

Total Quality Management (TQM)

Quality loss function (QLF):

Target-oriented quality

Quality robust

Statistical process control (SPC)

Control charts

Attribute inspection

Variable inspection

Source inspection