OM 17 Chapter 6

______ is a management approach that establishes an organization wide focus on quality. a) Conformance quality b) Product quality c) Design quality d) Quality management

d) Quality management

Empowered frontline workers are given both the responsibility and _______to make decisions.

authority

The degree to which the product meets or exceeds certain operating characteristics is known as ______. a) performance b) features c) durability d) conformance

a) performance

Match the activities of the plan-do-check-act cycle (in the left column) with their respective description (in the right column). A) Plan B) Do C) Check D) Act a) Formulate a plan for reducing the number of defects in a specific process. b) Implement the plan. c) Use performance metrics to monitor and inspect the results. d) Review information collected in the check step and take corrective actions to prevent reoccurrence of problems.

A) a) B) b) C) c) D) d)

Match the dimensions of product quality (in the left column) with their respective description for an intangible good (in the right column). A) Reliability B) Aesthetics C) Responsiveness D) Perceived quality a) Ability to perform the promised service dependably and accurately b) Appearance of physical facilities, equipment, personnel, and communication materials c) Willingness to help customers and provide prompt service d) Subjective assessment of the caring, individualized attention paid to

A) a) B) b) C) c) D) d)

Match the functional personnel (in the left column) with their respective decisions that impact the product quality (in the right column). A) Marketing managers B) sales managers C) Product engineers D) Human Resources managers a) Development of new product testing programs b) interactions with customers c) design of product prototyping procedures d) setting of compensation schemes and incentives

A) a) B) b) C) c) D) d)

Match the sections of ISO 9001: 2015 certification structure (in the left column) with their respective description (in the right column). A) Section 4, context of the organization B) Section 5, leadership C) Section 6, planning D) Section 7, support E) Section 8, operation a) Understanding the needs and expectations of interested parties, determining the scope of the quality management system, and quality management system and its processes b) Policy and organizational roles, responsibilities

A) a) B) b) C) c) D) d) E) e)

_______ believed that since quality is free, then zero defects should be the goal.

Crosby

______ believed that all employees are responsible for quality.

Deming

_______ frontline workers have the knowledge required to make good decisions and the resources required to make quality improvements.

Empowered

True or false: Even small improvements often need large investments of capital.

False

True or false: Fitness for consumption is considered a highly detailed level of quality standard for managers to target across the organization.

False

True or false: Service quality is unaffected by the interpersonal communications and experiences involved in a service.

False

_____ _____ is a set of internationally accepted standards for business quality management systems.

ISO 9000

Identify the steps involved in the Six Sigma approach. a) analyze b) characterize c) identify d) improve e) define f) measure g) control

a) analyze d) improve e) define f) measure g) control

True or false: TQM (Total quality management) has a heavy emphasis on decision making in cross-functional teams.

True

Rank the members of a TQM (total quality management) organizational view in order of support each level receives, where the level receiving the most support is placed at the top and the level receiving the least support is placed at the bottom. a) Employees b) lower-level management and front line supervisors c) middle management d) top management

a) b) c) d)

Identify the true statements about standard deviation. (Check all that apply.) a) A high standard deviation indicates that the data are spread out over a large range of values. b) A low standard deviation indicates that the data points tend to be very close to the same value, typically the mean. c) Standard deviation is an indicator of process variability. d) As standard deviation increases, there is greater certainty about the exact outcome.

a) A high standard deviation indicates that the data are spread out over a large range of values. b) A low standard deviation indicates that the data points tend to be very close to the same value, typically the mean. c) Standard deviation is an indicator of process variability.

Define appraisal costs. a) Costs associated with quality failures uncovered after products are delivered to customers b) Costs associated with efforts to prevent product defects and associated failure and appraisal costs c) Costs associated with quality failures uncovered before products are delivered to customers d) Costs resulting from inspections used to assess products' quality levels

d) Costs resulting from inspections used to assess products' quality levels

______ is a design approach that balances customer requirements with the constraints and capabilities of the supporting manufacturing and service processes. a) Total quality management b) Cost of quality c) Six sigma d) Design for Six Sigma

d) Design for Six Sigma

ISO 13485 is for the______ industry.

medical

A product's ______ is defined as its fitness for consumption in terms of meeting the customers' needs and desires.

quality

___ ____ ____ is an integrated management business strategy aimed at embedding awareness of quality in all organizational processes.

total quality management

Match the steps of the DMAIC (define, measure, analyze, improve, and control) process (in the left column) with their respective objectives (in the right column). A) Define B) Measure C) Analyze D) Improve E) Control a) Use inputs describing customer's needs and product functionality requirements to define critical-to-quality characteristics of a product. b) Identify specific processes that create or influence critical-to-quality characteristics of a product and evaluate current levels of qual

A) a) B) b) C) c) D) d) E) e)

Match the standards of ISO 9000 (in the left column) with the respective industry-specific interpretations of ISO 9000 (in the right column). A) TickIT B) AS9000 C) ISO/TS 16949 D) TL 9000 E) ISO 13485 F) ISO/IERD 90003 G) ISO/TS 29001 a) information technology industry b) aerospace manufacturers c) American and European automotive d) telecom consortium e) medical industry f) computer software g) petroleum, petrochemical, and natural gas industries

A) a) B) b) C) c) D) d) E) e) F) f) G) g)

Identify the differences between the DFSS (design for Six Sigma) and the DMAIC (define, measure, analyze, improve, control) processes. (Check all that apply.) a) DFSS takes place in the development phase, whereas DMAIC takes place after a new product has been launched. b) DFSS is aimed at improving existing products, whereas DMAIC acts as a support to total quality management. c) DFSS makes use of design engineering tools, whereas DMAIC ideally works with actual product and operational data.

a) DFSS takes place in the development phase, whereas DMAIC takes place after a new product has been launched. c) DFSS makes use of design engineering tools, whereas DMAIC ideally works with actual product and operational data.

Identify the views of a progressive quality management approach. (Check all that apply.) a) Frontline workers need to have the knowledge required to make good decisions. b) Frontline workers must support the managers. c) Frontline workers must be given both the responsibility and the authority to make decisions. d) Clear definition and recognition of the enlarged scope of decisions should be put forth to the frontline workers in a process. e) Frontline workers must have the resources required t

a) Frontline workers need to have the knowledge required to make good decisions. c) Frontline workers must be given both the responsibility and the authority to make decisions. d) Clear definition and recognition of the enlarged scope of decisions should be put forth to the frontline workers in a process. e) Frontline workers must have the resources required to make quality improvements.

dentify the true statements about the major categories of costs. (Check all that apply.) a) In later stages of a supply chain, there is sometimes less ability to rework the product. b) Failure costs include both the internal costs of defects found inside a company and the external costs of defects found by customers. c) Compared with repair costs, the costs of lost sales and tarnished product image are less. d) Costs are lowest when a defect is uncovered by a customer. e) A defect found in late

a) In later stages of a supply chain, there is sometimes less ability to rework the product. b) Failure costs include both the internal costs of defects found inside a company and the external costs of defects found by customers. e) A defect found in later stages of a supply chain is much more costly than a defect found in earlier stages.

________ costs are associated with quality failures uncovered before products are delivered to customers. a) Internal failure b) Appraisal c) External failure d) Prevention

a) Internal failure

Define conformance quality. a) It is a measure of whether or not a delivered product meets its design specification. b) It is a product's fitness for consumption in terms of meeting customers' needs and desires. c) It is a measure of how well a product's designed features match up to the requirements of a given customer group. d) It is a management approach that establishes an organization wide focus on quality.

a) It is a measure of whether or not a delivered product meets its design specification.

Identify the true statements about ISO 9000. (Check all that apply.) a) It provides essentially the same function for business processes as financial accountants provide when they audit a company's financial transactions. b) Its essential purpose is to ensure that operating processes are well documented, consistently executed, monitored, and improved. c) It is applicable to all forms of organizations, irrespective of size or product offerings. d) It provides facilities solely to determine the

a) It provides essentially the same function for business processes as financial accountants provide when they audit a company's financial transactions. b) Its essential purpose is to ensure that operating processes are well documented, consistently executed, monitored, and improved. c) It is applicable to all forms of organizations, irrespective of size or product offerings. e) It was initially developed by the International Organization for Standardization to facilitate international trade.

Identify the core values of quality management that are emphasized by the ISO 9000 certification. (Check all that apply.) a) It recognizes the importance of a process-oriented approach, including the definition, measurement, and documentation of processes. b) It emphasizes the importance of managing inter- and intraorganizational relationships. c) It places a high priority on evidence-based decision making. d) It is customer-oriented, with a great emphasis placed on defining, meeting, and achie

a) It recognizes the importance of a process-oriented approach, including the definition, measurement, and documentation of processes. b) It emphasizes the importance of managing inter- and intraorganizational relationships. c) It places a high priority on evidence-based decision making. d) It is customer-oriented, with a great emphasis placed on defining, meeting, and achieving customer satisfaction. f) It emphasizes the role of leadership in engaging people to make improvements on a regular basis.

Identify the true statements about Kaizen Improvement. (Check all that apply.) a) Pursuit of small improvements keeps people thinking about the process and its current operation. b) Kaizen is also known as Continuous Improvement. c) It states that the long-term success of an organization occurs only when everyone in the firm identifies and implements improvements every day. d) Products and processes seldom change and hence process improvement should be a part of manager's job.

a) Pursuit of small improvements keeps people thinking about the process and its current operation. b) Kaizen is also known as Continuous Improvement. c) It states that the long-term success of an organization occurs only when everyone in the firm identifies and implements improvements every day.

Identify the variations in repeated activities that are often the major sources of problems in operations processes. (Check all that apply.) a) Variations in marketing promotions b) Variations in a purchased material characteristic c) Decline in market demand d) Variability in the time taken to complete a task

a) Variations in marketing promotions b) Variations in a purchased material characteristic d) Variability in the time taken to complete a task

_______ is a framework for quantifying the total cost of quality-related efforts and deficiencies. a) Six Sigma b) Cost of quality c) Total quality management d) Plan-do-check-act cycle

b) Cost of quality

Identify the factors that affect the success of total quality management. (Check all that apply.) a) Necessity for variability b) Crisis situation or compelling reason for change c) Strong, charismatic leadership d) Trust between labor and management

b) Crisis situation or compelling reason for change c) Strong, charismatic leadership d) Trust between labor and management

Identify the values that characterize total quality management. (Check all that apply.) a) Necessity for variability b) Emphasis on customer requirements c) Employee empowerment d) Emphasis on inspection rather than prevention e) Extended process view of operations

b) Emphasis on customer requirements c) Employee empowerment e) Extended process view of operations

Identify the true statements about the quality problems that arise in a total quality management. (Check all that apply.) a) It is almost always efficient to find a remedy to problems at the later stages in a supply chain. b) Quality problems are often only solvable through the involvement of suppliers. c) Problem solving is most effective when decisions are based on the analysis of actual data. d) In total quality management, problem prevention is emphasized then fixing problems after they occ

b) Quality problems are often only solvable through the involvement of suppliers. c) Problem solving is most effective when decisions are based on the analysis of actual data. d) In total quality management, problem prevention is emphasized then fixing problems after they occur.

The functions of a _______ are to select transport providers, develop tracking and other information systems, design packaging, storage, and material handling processes, and manage interactions with transportation providers. a) product engineer b) logistics manager c) human resources manager d) marketing manager

b) logistics manager

______ costs are associated with efforts to prevent product defects and associated failure and appraisal costs. a) Appraisal b) Internal failure c) External failure d) Prevention

d) Prevention

Define standard deviation. a) It is a process for improving quality that describes the sequence used to solve problems and improve quality continuously over time. b) It is an integrated management business strategy aimed at embedding awareness of quality in all organizational processes. c) It is a framework for quantifying the total cost of quality-related efforts and deficiencies. d) It is a measure of the variability or dispersion of a population, data set, or distribution.

d) It is a measure of the variability or dispersion of a population, data set, or distribution.

________ is a process for improving quality that describes the sequence used to solve problems and improve quality continuously over time. a) Total quality management b) Six Sigma c) Cost of quality d) Plan-do-check-act cycle

d) Plan-do-check-act cycle

________ quality is a measure of how well a product's designed features match up to the requirements of a given customer group.

design