ISDS CH.6 – Flashcards

Managing quality helps build successful strategies of a) differentiation, time and service b) differentiation, time and response c) differentiation, low cost and response d) differentiation, low coast and service

Which of the following DOES NOT increase profit by improving quality? a) higher warranty costs b) improved reputation c) increased productivity d) flexible pricing

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

Which of the following costs is NOT a cost of quality? a) rework b) lost goodwill c) scrap d) research and development

Which of the following is the Japanese term used to describe continuous improvement efforts? a) kanban b) six sigma c) poka-yoke d) kaizen

Which of the following is NOT one of the techniques for building employee empowerment? a) build high-morale organizations b) build communication networks that include employees c) develop open, supportive supervisors d) eliminate formal organization structures such as teams and quality circles

Cause and effect diagrams are also known as a) flowcharts b) target specification graphs c) pareto charts d) fish-bone charts

A device or technique that ensures production of a good unit every time is a? a) poka-yoke b) control chart C) fail-safe d) zero defect

Inspections should NOT take place.. a) during the step by step production process b) at your facility upon receipt of goods from your supplier c) at your suppliers plant while the supplier is producing d) after costly or irreversible processes

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) competence b) reliability C) credibility d) responsiveness

Which of the following statements is NOT true regarding the importance of the role that an organization manager plays in the addressing service quality? a) the operations manager should realize the customer expectations are the standard against which the service is judged. b) managers must expect exceptions c) the tangible component of many services is important d) the manager may be able to influence the quality of the service but has little control over the customers' expectation

Which of the following is NOT an external failure cost? a) costs to society b) returned goods c) scrap d) lost goodwill

Attribute inspection measures? a) if cause and effect are present b) whether or not the product attributes conform to the inspectors personal tastes c) such dimensions as weight, speed, size, or strength to see if an item falls within an acceptable range d) if the product is good or bad

To determine a standard or benchmark, firms need to start with a) forming a benchmark team b) determining what to benchmark c) identifying benchmarking partners d) collecting benchmarking information

One hundred percent inspection a) means that only good parts will be shipped to a customer b) catches all of the defective parts c) means that every part is checked to see whether or not it is defective d) is practical and an excellent fit for world-class manufacturers

A successful quality strategy begins with? a) engaging employees in the necessary activities to implement quality b) an understanding of the principles of quality c) satisfying customers and obtaining a competitive advantage d) an organizational culture that fosters quality

Which of the following determinants of service quality means approachability and ease of contact? a) tangibles b) security c) access d) courtesy

Taguchi's quality loss function is based on a? a) negative exponential distribution b) binomial distribution c) linear equation d) quadratic equation

What is training and empowering frontline employees to solve a problem immediately? a) employee empowerment b) quality circle c) service recovery d) courtesy

Which of the following could reduce costs and increase profit? a) increased productivity b) flexible pricing c) improved response d) improved reputation

Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline? a) scatter diagram b) histogram c) cause and effect diagram d) flowchart