MGMT 359 quiz 1-8

task

The portion of a firm's environment that has to do with the operating structure the firm encounters when globalizing is called the ________ environment.

False

The primary source for external product ideas is research development

False

The social environment of the firm has to do with the operating structure that the firm encounters when globalizing.

sustainable competitive advantage

The ultimate goal of strategic quality planning is to help an organization achieve ________.

prevention, appraisal, and failure costs

What are the three broad categories of the PAF paradigm?

quality control, quality assurance, and quality management

What are the three spheres of quality?

assurance

Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?

the Japanese approach

Which of the following approaches to quality is influenced by a culture of waste reduction due to limited natural resources and high importing costs?

All three spheres are related to one another and possess overlapping functions

Which of the following descriptions best matches the relationship of the spheres of quality to each other?

Contingency

________ theory presupposes that there is no theory or method for operating a business that can be applied in all instances.

services blueprint

a flowchart the isolates potential fail points in a process

True

a method of manufacturing that minimizes waste and pollution is referred to as green manufacturing.

Single sourcing

a process for developing relationships with few suppliers for long-term contracts

Moment of truth

after a customer sits down in a restaurant, the server coming to the table to take the customer's order

Focus group

allows a supplier to gather feedback from a group of consumers at one time

Performance benchmarking

allows initiator firms to assess their competitive position by comparing products and services with those of target firms

External customers

also known as end users

Fault-tree analysis

analytical tool that graphically renders the combination of faults that lead to failure in a system.

Internal customers

are employees receiving goods or services from within the same firm.

Business process benchmarking

based on the concept of 5w2h

Functional benchmarking

benchmarking effort that is limited to studying the purchasing department of another firm

Operating Results

important for monitoring and tracking the effectiveness of a company's cycle times, waste-reduction measures, and value-added measures.

segmenting markets

involves distinguishing customers according to common characteristics

heterogeneous nature of services

no two services are exactly the same

avoid costs associated with reuse and recycling

not a green design concept

durability

not a quality dimension relating to services

Enhancement phase

phase of customer-relationship management that involves improving service to the customer through the use of information systems.

Soft Data

phone contacts, focus groups, and survey results

Assign each component an identifier

1st step in failure modes and effects analysis

Develop list of customer requirements

1st step in performing quality function deployment.

36

A particular customer requirement has a strong association with a technical requirement, an importance of 6, a target value of 3, and a sales point value of 2. The absolute weight of this customer requirement is ________.

4.00

Ajax Carpet Cleaning promises to clean 100 square feet of carpet for $20.00. Their work standard for such a job is $5.00 for labor and $2.50 for cleaning supplies. Since they use the customer's electricity, there are no other inputs in to the cleaning process. What is their labor productivity?

product design engineering

All the activities associated with developing a product from concept development to final design and implementation are known as ________.

interactive

Catchball is the term used to describe the ______ nature of the Hoshin planning process.

service reliability

If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?

False

In a benchmarking relationship, the initiator firm is the firm that is being studied.

3.16

Make-Do, a national automotive painting service, paints cars for $199. Their work standard for such a job is $20.00 for labor and $30.00 for paint. They consume $10 worth of supplies and $3 of energy during their service. What is their total factor productivity?

False

Product traceability increases product liability relating to safety hazards

Which is true?

Production and consumption of services often occur simultaneously

Passive data gathering

gathering data through customer comment cards is an example of _____

sustainability

Reducing waste and improving environmental performance, which are consistent with lean and quality management philosophies, are linked to what business practice or variable?

Quality measures

Reject rates, capability analysis, and performance information

financial ratios

Returns on assets (ROA) & return on investments (ROI)

False

System reliability is defined as the propensity for a part to fail over a given time.

True

The Baldrige criteria are nonprescriptive and adaptable.

waste reduction

The first view of lean manufacturing is a philosophical view of ________.

seven

The model for the Baldrige consists of ________ interrelated categories that compose the organizational system for performance.

contiguity

Which of the following is NOT one of the dimensions of service quality?

workforce focus

Which of the following is a category of the Baldrige Award?

information analysis

Which of the following is a category of the Deming Prize?

partnerships and resources

Which of the following is a category of the European Quality Award?

international sourcing

Which of the following is an upstream activity in supply chain management?

dedication

Which of the following is not a quality management principle underlying ISO 9000:2015?

many companies implement quality incorrectly.

Which of the following is one of the primary reasons that quality efforts have NOT led to gains in bottom-line results?

development of three-to-five year goals

Which of the following is the first step in the Hoshin planning process?

in-process

With ________ inspection, all work is inspected at each stage of the manufacturing process, and the workers inspect their own work.

seiton

With respect to the five S's, neatness that is achieved by straightening offices and work areas is called ________.

Licensing

________ allows foreign firms to sell in restricted markets while using the design of the original designer.

Aesthetics

________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.

Prevention

________ costs include costs such as training, quality planning, process engineering, and other costs associated with quality beforehand.

Appraisal

________ costs include lab testing, inspection, test equipment and materials, and losses due to destructive tests.

Internal

________ failure costs are those associated with online failure.

Leadership

________ involves a power-sharing relationship between two or more individuals where the power is distributed unevenly.

Statistical process control

________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.

Power of expertise.

________ is derived from a leader's possession of special knowledge.

Reliability

________ refers to the propensity for a product to perform consistently over its useful design life.

Content

________ refers to the variables, definitions, components, and concepts that are included in the strategy.

Intangible service attributes

cannot be inventoried or carried in stock over long periods of time.

visual contact methods

classification of fail-safe devices

Design for maintaintability

design methodology that includes design concepts such as easily replaceable components, safe maintenance, and nondestructive disassembly.

Reliability

determinant of service quality involves consistency of performance and dependability

The Gap

differences between desired levels of performance and actual levels of performance

Eliminate or reduce high risks

final step in failure modes and effects analysis

Identify processes

first step in the development of service blueprint

Generate product ideas

first step in the product development process

Benchmarking

sharing of information between companies so that both can improve

Gap 3

shows the difference between service delivery and service quality specifications

Process redesign

the fundamental rethinking and redesign of business processes.

Baselining

the monitoring of key internal firm performance measures over time to identify trends such as improvement to inform managerial decision making.

customer coproduction

the participation of a customer in the delivery of a service product

Customer retention

the percentage of customers who return for more service

Back office

the portion of the firm's activities that the customer cannot see but are necessary to perform

customer-relationship management

the view of the customer that asserts that he or she is a valued asset to be managed is referred to as ______

customer expectations and customer perceptions

two parts of the SERVQUAL survey

conflict management

which of the following is a communication skill exhibited by a leader?