Ops ch. 10 (final)

Pataasin ang iyong marka sa homework at exams ngayon gamit ang Quizwiz!

ISO 14000 has a three-pronged approach that includes

the development of environmentally friendly products and services. standards for monitoring air, water, and soil. environmental management requirements.

A purist view of the cost of quality is one that references all costs until 100% perfection is attained. A less stringent viewpoint is defined as

the difference between expected excellent performance and the current costs.

Which of the following are assumptions that justify the costs of quality? 1. Failures occur 2. Prevention is cheaper 3. Performance can be measured

1, 2, and 3

Which of the following is variation that is caused by factors that can be clearly identified?

Assignable variation

Warranty costs and customer complaints are examples of which type of quality cost?

External failure costs

Which is the ISO certification regarding quality management requirements in business-to-business dealings?

ISO 9000

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?

Pareto charts

Brand name recognition is an example of which dimension of quality?

Perceived quality

The cost of quality involves the cost of

warranties. rework. scrap.

Which dimension of design quality refers to the ease of repair?

Serviceability

Which of the following is a quality management standard developed specifically for the telecommunications industry?

TL 9000

To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?

The person who does the work

True or false: A product can have high design quality with low conformance quality, and vice versa.

True

There are two aspects to analyzing the data for benchmarking, they are

comparing actual processes. comparing performance of the process against certain measures.

Each step or activity, when using six sigma, a company performs represents an opportunity for a(n) _________ to occur.

defect

Cost of quality (COQ) is a primary function for the

manufacturing manager.

which of the following is not a quality management principle in ISO 9000?

product design

When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.

second party

Design quality is considered a(n) __________ for the firm.

strategic decision

Which of the following is variation that is inherent in the process itself?

Common variation

The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?

Japan

According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?

appraisal failure

ISO 14000 addresses the need to be __________responsible.

environmentally

Often, a(n) ___________ in productivity occurs as a by-product of efforts to reduce the cost of quality.

increase

The Baldrige Quality Award is given annually in all of these categories except?

Film industry

Which of the following is a quality management standard developed specifically for the automobile industry?

QS-9000

What covers the quantitative aspects of quality management?

Statistical quality control (SQC)

The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.

external

When a service is being provided, who is typically responsible for ensuring quality at the source?

Location operations manager

Which is the best form of ISO certification?

Third party

Which of the following is not a dimension of quality?

Appraisal

The cost of quality has been estimated at what percentage of every sales dollar?

15-20%

In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?

Analyze

Which quality term refers to the degree to which the product or service design specifications are met?

Conformance

Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?

Failure mode and effect analysis

ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:

Generic and applicable to any organization.

Which of the following people was not considered one of the quality gurus?

Henry Ford

which type of quality cost deals with scrap, rework and repair?

Internal failure costs

Expenditures related to achieving product or service quality include all of the following except:

Manufacturing costs

How many defects per million units are permitted to meet Six Sigma standards?

3.4

Total quality management became a national concern in the United States during what decade?

1980s

The general belief is that the correct cost for a well-run quality management program is under

2.5%

ISO _______________, standards are concerned with business-to-business transactions dealing with quality, while ISO _______________ standards are concerned with environmental management

9000, 14000

Which six sigma tool requires changing each individual variable to determine the most influential one?

Design of experiments (DOE)

What term refers to the inherent value of the product in the marketplace?

Design quality

Which of the following tools can be used in the Define step of the DMAIC cycle?

Flow charts Run charts

True or false: Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.

T

ISO, international standards for quality management and assurance, was developed by?

The International Organization of Standardization


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