OM Chapter 6 Quiz

What is a set of quality standards developed by the International Organization for Standardization?

ISO 9000

Members of quality circles are: paid according to their contribution to quality. external consultants designed to provide training in the use of quality tools. always machine operators. all trained to be facilitators. None of these; all of the statements are false.

None of the above; all of the statements are false

Total quality management emphasizes:

a commitment to quality that goes beyond internal company issues to suppliers and customers

"Making it right the first time" is:

a manufacturing-based definition of quality

"Quality lies in the eyes of the beholder" is:

a user-based definition of quality

Which of the following is not a typical inspection point? when production or service is complete before the product is shipped to the customer after a costly process at the supplier's plant while the supplier is producing upon receipt of goods from your supplier

after a costly process

To become ISO 9000 certified, organizations must: document quality procedures. have an onsite assessment. have an ongoing series of audits of their products or service. All of these None of these

all of the above

Techniques for building employee empowerment include: building communication networks that include employees. developing open, supportive supervisors. moving responsibility from both managers and staff to production employees. building high-morale organizations. All of these are techniques for employee empowerment.

all of these

A successful quality strategy features which of the following elements?

an organizational culture that fosters quality, an understanding of the principles of quality, and engaging employees in the necessary activities to implement quality

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:

benchmarking

A successful TQM program incorporates all EXCEPT which of the following? centralized decision-making authority benchmarking employee involvement continuous improvement JIT

centralized decision making authority

Kaizen is a Japanese term meaning:

continuous improvement

PDCA is most often applied with regard to which aspect of TQM?

continuous improvement

Which of the determinants of service quality involves having the customer's best interests at heart?

credibility

The goal of inspection is to

detect a bad process immediately

Building high-morale organizations and building communication networks that include employees are both elements of:

employee empowerment

Which of the four major categories of quality costs is particularly hard to quantify?

external failure costs

Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?

flexible pricing

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a:

flow chart

Poka-yoke is the Japanese term for:

foolproof

All of the following costs are likely to decrease as a result of better quality EXCEPT: customer dissatisfaction costs. maintenance costs. scrap costs. warranty and service costs. inspection costs.

maintenance costs

Which of the following is NOT one of the major categories of costs associated with quality? prevention costs appraisal costs internal failure costs external failure costs None of these; they are all major categories of costs associated with quality.

none of these; they are all major categories of costs associated with quality

A good description of source inspection is inspecting:

ones one work

A checklist is a type of:

poka-yoke

According to the manufacturing-based definition of quality:

quality is the degree to which a specific product conforms to standards.

Costs of dissatisfaction, repair costs, and decreased future demand are elements of cost in the:

quality loss function

Which of the determinants of service quality involves performing the service right the first time? credibility responsiveness reliability access courtesy

reliability

What refers to training and empowering frontline workers to solve a problem immediately?

service recovery

Stakeholders who are affected by the production and marketing of poor quality products include:

stockholders, employees, and customers

Three broad categories of definitions of quality are:

user based, manufacturing based, & product based