Ch 9
Which of the following supply chain actions affect an organization's quality? (Select all that apply)
Defects in purchased parts Late or missed deliveries
Plan
Define problem then document, collect and analyze data to determine possible causes. Define problem then document, collect and analyze data to determine possible causes.
What is the first step in the problem solving process?
Define the problem and establish an improvement plan.
What is a primary determinant of quality?
Design
Pareto chart
Diagram arranging category frequencies from highest to lowest
Flow chart
Diagram of process steps
Cause & Effect diagram
Diagram used to organize search for problem causes by category.
Select the best definition of Process Improvement.
Documentation, measurement and analysis of a process for the purpose of improving it
European quality award
EU
Which determinant of quality applies to how well instructions explain what to do with the product or service?
Ease of use
Which of the determinants of quality improves the likelihood that products will continue to function in the way in which they were intended to function long into the future?
Ease of use
Histogram
Empirical frequency distribution chart
Study
Evaluate the data collected during implementation and check against plan goals.
True or false: The dimensions of product quality are the same as for service quality.
F
True or false: To meet or exceed customer expectations, product quality performance is less than customer expectations.
F
What benefits to society in general result from widespread ISO certification? (Select all correct answers)
Facilitation of international trade with uniform standards Increase in levels of quality and reliability, productivity, and safety Provide a basis for health, safety, and environmental legislation
Which of the below statements is/are examples of unethical behavior with respect to Quality? (Select all that apply)
Failure to issue a product recall when indicated Shipping product with known defects for distribution to customers
Control chart
Statistical chart of time-ordered values with upper and lower limits
For the Deming Prize, what is the major focus of the judging?
Statistical quality control
True or false: Failure to carefully plan a Total Quality Management program before embarking on it can lead to false starts, employee confusion, and meaningless results.
T
True or false: One of the reasons offshore suppliers have lower costs than domestic may be lack of government regulation and inspections.
T
Successful management of quality requires what?
That managers have insights on various aspects of quality
What is a broad definition of Quality?
The ability of a product/service to consistently meet or exceed customer requirements or expectations.
Select the best definition of appraisal costs with respect to Quality.
The cost of inspection, testing, and other activities intended to uncover defective products or services.
Deming prize
japan
Select all the phrases closely associated with fail-safing, a technique used in Total Quality Management.
pokayoke mistake proofing
Crosby
quality is free, zero defects
In the late 1970's Quality took a strategic turn from a _________ approach--correcting defects before delivery--to a __________ approach--preventing mistakes from occurring.
reactive/proactive
Which dimension of quality is shared by both products and services.
reliability
Who in an organization has responsibility for Quality?
All Members
Which of the following reasons explain why implementing Total Quality Management in an organization may not be successful? (Select all that apply)
"Quality" viewed as a quick fix versus a long-term commitment Lack of customer focus and company-wide definition of quality Lack of management support and leadership for change
Deming
14 points; special vs. common causes of variation
Six sigma, a process improvement objective for many organizations, literally translates to how many defects per million opportunities?
3.4
Brainstorming
A group shares thoughts/ideas about a problem in a relaxed atmosphere for unrestrained collective thinking
Quality circles
A number of workers who get together periodically to discuss ways of improving products and processes
Which of the following is a sign that Total Quality Management implementation may not be successful?
A practitioner gathers an improvement team of key players but the team members' managers say they cannot participate.
What is SERVQUAL?
A quality audit tool used widely in the Service Sector
Check sheet
A tally of problems/events by category
How do businesses with good or excellent quality products and/or services benefit? (Select all correct ways)
Ability to command premium prices Greater customer loyalty Increased market share
Which of the following statements describe quality considerations for an organization's Operations Strategy? (Select all that apply)
All customers are concerned with quality. The best business organizations view quality as a never-ending journey. Top management needs to be visibly involved and supportive in TQM for successful implementation.
Select the three different cost categories of Quality.
Appraisal costs Failure costs Prevention costs
How do Total Quality Management practitioners view problems?
As opportunities for improvement
Ishikawa
Cause-and-effect diagrams; quality circles
Run chart
Chart used to track values of a variable over time
What are the three key areas of the Total Quality Management philosophy?
Continuous improvement, involve everyone, customer satisfaction
Which quality tool is useful in monitoring a process to detect the presence of correctable causes of variation?
Control charts
In order to meet or exceed customer expectations service quality is broken down into different dimensions or focus areas. Select all the dimensions of service quality below.
Convenience Reliability Responsiveness Time Assurance Courtesy Tangibles Consistency Expectations
Which of the following statements about the Baldridge Award is/are correct.
Created to stimulate efforts to improve quality in America Even organizations that do not win benefit from applying Evaluates organizations in 7 comprehensive areas
Which of the following statements about ISO 9000 Certification is/are correct? (Select all that apply)
Critical for doing business overseas, especially in Europe An organization should strive for continual improvement to be certified
What is a good working definition of Quality?
Customer-dependent
Shewhart
Father of statistical control; statistical control charts
Total Quality Management implementation involves a cultural change from traditional organizations. Select all the statements which correctly contrast the shift from traditional to TQM approaches.
From assigning blame and punishing to identifying and resolving problems From being focused on the "bottom-line" only to focus on customer satisfaction From being product oriented to process oriented
Total Quality Management implementation involves a cultural change from traditional organizations. Select all the statements which correctly contrast the shift from traditional to TQM approaches.
From assigning blame and punishing to identifying and resolving problems From being product oriented to process oriented From being focused on the "bottom-line" only to focus on customer satisfaction
SERVQUAL as a quality management audit tool focuses primarily on what type of feedback?
Gaps between perceptions and expectations (customers, management, etc.)
Quality awards have been established to do what?
Generate improvement in quality
Act
Given successful results, standardize the new plan and communicate change. Provide training.
Scatter Diagram
Graphing showing degree and relationship between two variables
What secondary outcomes would result from fewer production or service problems in a business with good/excellent quality?
Higher profits Higher productivity Fewer customer complaints
Which of the following is an example of making "Time," a service dimension of quality, measurable?
How long did the customer have to wait?
What are the various evaluation categories of the Malcolm Baldridge Award? (Select all correct answers)
Human Resource Management Leadership & Strategic Planning Customer focus & Business results Information/Analysis & Process Management
Which ISO certification concerns what an organization does to minimize harmful effects to the environment caused by its operations?
ISO 14000
Do
Implement change plan on small scale and collect data for evaluation.
Put the stages of quality management evolution in order with 1 being the earliest and 5 being the latest.
In the guild era With division Scientific management during ww2 Quality efforts
Failure to correct and/or report defective product or substandard service can cause which of the following? (Select all that apply)
Inconveniences and injuries to customers Increase in accident rates among employees
What is the difference between internal and external failure costs with respect to Quality?
Internal costs are incurred before delivery; external costs are incurred after delivery.
ISO stands for what?
International Organization for Standardization
Which of the following reasons explain why implementing Total Quality Management in an organization may not be successful? (Select all that apply)
Lack of customer focus and company-wide definition of quality "Quality" viewed as a quick fix versus a long-term commitment Lack of management support and leadership for change
Global supply chain quality problems/risks include which of the following? (Select all that apply)
Lack of quality regulation and government inspections of producers Variation too high in product output and does not meet specifications Substandard materials or work methods used overseas
An example of liability as a result of poor quality is which of the following?
Lawsuit damages paid out from faulty product design
The four major areas affected by poor quality are which of the following?
Loss of business, liability, productivity, costs
Which of the following phrases are most closely associated with Six Sigma programs? (Select all that apply)
Master black belts Process variability reduction Defect reduction
The dimensions of quality are too abstract to be operationalized (acted upon) and must subsequently be broken down and made what?
Measurable
Benchmarking
Measuring an organization's performance on a key customer requirement against the best in the industry or any industry
What are the responsibilities of Production/Operations with respect to Quality? (Select all that apply)
Monitor processes and correct root causes of problems Produce to design specifications
Which of the following is true about following the steps of problem solving?
Monitor the solution to see if goal is accomplished comes after Implement the solution
If management culture in a traditional organization is characterized by lack of openness, inconsistent objectives, and enforcing orders, what would the culture be like in a Total Quality Management organization? (Select all correct answers)
More like coaching--removing barriers & building trust An open system that encourages employee inputs and caters for consistent objectives
Who in an organization is responsible for ensuring that goods are not damaged in transit?
Packaging and shipping
In order to meet or exceed customer expectations service quality is broken down into different dimensions or focus areas. Select all the dimensions of Product quality below.
Performance Aesthetics Special features Conformance Reliability Durability Perceived quality Serviceability Consistency
Of the four stages in the problem solving Plan-Do-Study-Act cycle, which has the largest number of steps (50% of total)?
Plan
Total Quality Management is not without its detractors. Which of the below are some criticisms? (Select all that apply)
Quality efforts may not be tied to results thus difficult in measuring success Pursuit of incremental improvements when dramatic improvements may be warranted Quality decisions may not be tied to market performance
Feigenbaum
Quality is total field; customer defines quality
Which of the following determinants of quality refers to the degree to which goods and services achieve the intent of designers?
Quality of conformance
Which of the following determinants of quality refers to the inclusion or exclusion of certain product or service features?
Quality of design
To translate quality into operational terms which of the following aspects are applicable? (Select all correct answers)
Recognizing the consequences of poor quality Making ethical decisions in terms of the quality of product/service offerings Performing a cost-benefit analysis on quality impacts
Which of the following is an example of a Process Improvement goal?
Reduce cost and increase productivity by eliminating scrap & rework
Which quality tool is useful in deciding if there is a correlation between the values of two variables?
Scatter diagrams
Which of the following statements is/are correct about the Deming Prize.
Senior management must be involved in Quality to win Focuses on statistical quality control
Who in an organization is ultimately responsible for establishing strategies for quality?
Top management
Baldridge award
USA
An example of "Ease of Use," one of the four Determinants of Quality, is which of the following?
Understandability of user instructions for assembly of a bookcase
Global supply chain quality problems/risks include which of the following? (Select all that apply)
Variation too high in product output and does not meet specifications Substandard materials or work methods used overseas Lack of quality regulation and government inspections of producers
A technique in which people share thoughts and ideas on problems in a relaxed atmosphere that encourages collective thinking is ______.
brainstorming
Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of kaizen at Toyota. What does the Japanese word kaizen mean in English?
continuous improvement
The four primary determinants of Quality such that a product or service satisfies its intended purpose are _______.
design, conformance, ease of use and after-delivery service
