Operations Management Ch. 6 – Flashcards

Which of the 4 major categories of quality costs is particularly hard to quantify?

GE's recall of dishwashers cost the company more in repairs than the value of the actual dishwashers, this is an example of which quality principle?

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

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

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

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 2 meanings. One is statistical, referring to an extremely high process, product, or service capability; and the other is 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.

Line employees need the knowledge of TQM tools.

One of the ways that just in time influences quality is that by reducing inventory, bad quality is exposed.

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

The philosophy of zero defects is

According to the manufacturing based definition of quality

3 broad categories of definitions of quality are

"Making it right the first time" is

"Quality lies in the eyes of the beholder" is

Improved quality can increase profitability via allowing flexible pricing

Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications

Philip Crosby is credited with both of these quality catch phrases: "quality is free" and "zero defects"

Internal failure costs are associated with scrap, rework, and downtime

Conforming to standards is the focus of the product based definition of quality

The definition of quality adapted by the American Society for Quality is a customer oriented definition

Flexible pricing is not an aspect of reduced costs by quality improvements

Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels?