chapter 9 bsat – Flashcards

The four dimensions of quality that are sometimes used to determine fitness for use of a product are ___.

66. A tool used to organize data into logical categories is called a(n) ___.

67. Which isn't a cost of quality?

68. The Deming Prize was established by the ___.

69. Lost production time, scrap, and rework are examples of ___.

70. Warranty service, processing of complaints, and costs of litigation are examples of ___.

71. Costs of inspectors, testing, test equipment, and labs are examples of ___.

72. Loss of business, liability, productivity and costs are consequences of ___.

73. Quality planning and administration, quality training, and quality control procedures are examples of ___.

74. The purpose of the Malcolm Baldrige National Quality Award is to ___.

75. Fixing a problem will often cost money; to minimize these costs it is best to find and fix the problem ___.

76. Deciding how much to invest in the prevention of defects can be analyzed using ___.

77. The Baldrige award is based on seven categories. Which is not one of those?

78. ISO 9000 standards do not have a requirement for ___.

79. A quality circle is ___.

80. ISO 9000 currently requires _____ of a certified organization.

81. The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is ___.

82. The quality control improvement tool that resembles a "fishbone" is ___.

83. TQM stands for:

84. Which of the following is an element of TQM?

85. Management behaviors supporting an organizational culture that encourages continuous improvement include which of the following?

86. The tool that is useful in documenting the current process is

87. The tool that is useful in the collection and organization of data is:

88. A quality improvement technique that involves the sharing of thoughts and ideas in a way that encourages unrestrained collective thinking is:

89. The "5W2H approach" involves:

90. Asking questions about the current process in the hope that it will lead to important insights about why the current process isn't working as well as it could is called:

91. Focusing attention on the most important problem areas is referred to as:

92. A chart showing the number of occurrences by category would be used in:

93. Cause-and-effect diagrams are sometimes called:

94. 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:

95. Giving workers responsibility for quality improvements and authority to make changes is known as:

96. The typical difference between "quality circles" and "continuous improvement teams" is ___.

97. Which of the following is not a goal of process improvement?

98. Managers have obligations to a wide variety of stakeholders such as shareholders, employees and customers. When considering outsourcing production to offshore suppliers, managers have to weigh ___.

99. Focusing a supply chain on ________________ is a modern way of ensuring high quality inputs and a ready supply of process-improvement ideas.