Chapter 6 Managing Quality

6-5.2) Attribute inspection measures A.if the product is good or bad. B.such dimensions as​ weight, speed,​ size, or strength to see if an item falls within an acceptable range. C.if cause and effect are present. D.whether or not the product attributes conform to the​ inspector's personal tastes.

A.if the product is good or bad.

6-3.3) Which of the following is NOT one of the techniques for building employee​ empowerment? A.Eliminate formal organization structures such as teams and quality circles. B.Develop​ open, supportive supervisors. C.Build​ high-morale organizations. D.Build communication networks that include employees.

A.Eliminate formal organization structures such as teams and quality circles.

6-3.4) To develop a standard or​ benchmark, firms need to start with A.determining what to benchmark. B.identifying benchmarking partners. C.collecting benchmarking information. D.forming a benchmark team.

A.determining what to benchmark.

6-1.3) Which of the following DOES NOT increase profit by improving​ quality? A.higher warranty costs B.improved reputation C.flexible pricing D.increased productivity

A.higher warranty costs

6-6.2) Which of the following determinants of service quality means approachability and ease of​ contact? A.courtesy B.security C.access D.tangibles

C.access

6-1.4) Which of the following could reduce costs and increase​ profit? A.improved response B.improved reputation C.increased productivity D.flexible pricing

C.increased productivity

6-3.1) Which of the following is the Japanese term used to describe continuous improvement​ efforts? A.​poka-yoke B.six sigma C.kaizen D.kanban

C.kaizen

6-5.4) One hundred percent inspection A.catches all of the defective parts. B.means that only good parts will be shipped to a customer. 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.

C.means that every part is checked to see whether or not it is defective.

6-2.3) Which of the following costs is NOT a cost of​ quality? A.rework B.scrap C.research and development D.lost goodwill

C.research and development Costs spent on ​R&D are not​ prevention, appraisal, internal​ failure, or external failure costs.

6-2.4) Which of the following is NOT an external failure​ cost? A.costs to society B.returned goods C.scrap D.lost goodwill

C.scrap

6-1.1) Managing quality helps build successful strategies of A.​differentiation, time and response. B.​differentiation, time and service. C.​differentiation, low cost and response. D.​differentiation, low cost and service.

C.​differentiation, low cost and response.

6-6.1) 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.reliability B.responsiveness C.credibility D.competence

A.reliability

6-5.1) A device or technique that ensures production of a good unit every time is a A.​poka-yoke. B.control chart. C.zero defect. D.​fail-safe.

A.​poka-yoke.

6-2.2) Which of the following is an award for quality achievement in​ Japan? A.Tokyo Medal for Excellence in Quality B.Deming Prize C.Malcolm Baldrige National Quality Award D.SO 9000

B.Deming Prize

6-6.3) Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service​ quality? A.The operations manager should realize that the​ customer' expectations are the standard against which the service is judged. B.The manager may be able to influence the quality of the service but has little control over the​ customers' expectation. C.The tangible component of many services is important. D.Managers must expect exceptions.

B.The manager may be able to influence the quality of the service but has little control over the​ customers' expectation.

6-5.3) Inspections should NOT take place A.during the​ step-by-step production process. B.after costly or irreversible processes. C.at your facility upon receipt of goods from your supplier. D.at your​ supplier's plant while the supplier is producing.

B.after costly or irreversible processes. This should be done BEFORE costly or irreversible processes

6-3.2) ​Taguchi's quality loss function is based on a A.negative exponential distribution. B.quadratic equation. C.binomial distribution. D.linear equation.

B.quadratic equation.

6-6.4) What is training and empowering frontline employees to solve a problem​ immediately? A.employee empowerment B.service recovery C.courtesy D.quality circle

B.service recovery

6-2.1) The American Society for Quality defines quality as A.how well a product fits patterns of consumer preferences. B.the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. C.the degree of excellence at an acceptable price and the control of variability at an acceptable cost. D.even though it cannot be​ defined, you know what it is.

B.the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

6-1.1) A successful quality strategy begins with A.engaging employees in the necessary activities to implement quality. B.satisfying customers and obtaining a competitive advantage. C.an understanding of the principles of quality. D.an organizational culture that fosters quality.

D.an organizational culture that fosters quality.

6) Which of the following TQM tools would be best suited for displaying the number of students majoring in each business​ discipline? A.​cause-and-effect diagram B.scatter diagram C.flowchart D.histogram

D.histogram