Operations management ch 9 T/F

A quality circle is a cross-functional team focused on quality.

False

ISO 9000 certification is critical for doing business in Europe

True

ISO standards aid in transferring technology to developing countries.

True

Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement.

True

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

True

Quality of conformance refers to the degree to which goods and services conform to the intent of the designers as documented in the specifications.

True

Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information.

True

Recent changes to ISO guidelines stress continuous improvement regardless of how good you currently are.

True

Reducing the variations in our product or service is an important key to perceived quality.

True

Serviceability, conformance, and reliability are dimensions of product quality.

True

Six sigma programs have both management and technical components.

True

TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process.

True

The PDSA cycle forms the conceptual basis for continuous improvement.

True

The customer is the focal point and customer satisfaction is the driving force in quality management.

True

The degree to which a product or service satisfies its intended purpose is determined by service after delivery, ease of use, design, and conformance to design.

True

The dimensions of product and service quality are too abstract to be used as parameters for product or service design.

True

The primary difference between internal failures and external failures is time and place of discovery of the failure.

True

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

True

There is a positive link between quality and productivity.

True

Three key philosophies in TQM are continuous improvement, involvement of everyone in the organization, and customer satisfaction.

True

Crosby's concept of "quality is free" means that it is less expensive to do it right initially than to do it over.

True

Customer expectations tend to change over time, affecting their perception of service quality.

True

Quality at the source means returning all defects to the source—our vendors.

False

A control chart is a visual representation of the various states in a process.

False

An organization achieves quality by consistently meeting its competitors' standards.

False

Because courtesy is subjective, it cannot be considered a factor in service quality.

False

Broadly defined, quality refers to the ability of a product or service to occasionally meet or exceed customer expectations.

False

Continuous improvement attempts to achieve major breakthroughs in product or service quality.

False

Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.

False

Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.

False

High quality and low prices are both considered to be dimensions of quality.

False

If the majority of service customers are satisfied, it is likely that all service customers will be satisfied.

False

In market research, a group of consumers who express their opinions about a product or service is called a steering committee.

False

Juran describes quality management as a trilogy that consists of quality planning, control of quality costs, and quality improvement.

False

Modern quality management emphasizes finding and correcting mistakes before they reach the customer—catching the errors before they are shipped.

False

Poor quality has a positive effect on productivity because it usually takes longer to produce a good part

False

Product design choices are usually the result of inputs from accounting and human resources.

False

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

False

Regardless of superior quality, consumers will not pay premium prices.

False

So long as quality input resources are used to make a product, we can expect quality output from the process.

False

Suppliers are not included in quality assurance and quality improvement efforts in TQM; they should worry about their own problems.

False

The Baldrige award can only be won by manufacturing organizations.

False

The causes of variation in any process can be identified through the general categories of people, procedures, education, and age.

False

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

False

The dimensions of quality are important for products but are not applicable in service organizations.

False

The expression "quality at the source" refers primarily to the practice of requiring each of our vendors to provide quality parts and materials.

False

Your benchmark organization must be chosen from your industry in order for its methods to be applicable to your business.

False

Zero defects requires 100 percent inspection of the final product.

False

Convenience, reliability, and assurance are dimensions of service quality.

True

Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.

True

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

True

Business organizations that achieve good quality benefit in a variety of ways, including a positive reputation for quality, increased customer loyalty, and lower production costs

True

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

True

User instructions and follow-up services after delivery are important elements of overall product or service quality.

True

When considering service quality, convenience often is a major factor.

True