SCM303 chp 9 Reading Questions

_________ is a process for improving quality that describes the sequence used to solve problems and improve quality continuously over time: A. plan-do-check-act cycle B. cost of quality C. six sigma D. total quality management

A

define appraisal costs: A. cost resulting from inspections used to assess quality levels B. costs associated with quality failures uncovered before products are delivered to customers C. costs associated with quality failures uncovered after products are delivered to customers D. costs associated with efforts to prevent product defects and associated failure and appraisal costs

A

the degree to which the product meets or exceeds certain operating characteristics is know as _______: A. performance B. conformance C. features D. durability

A

match the sections of ISO 9000: 2008 certification structure with their respective description: A. Section 4, context of the organization B. Section 5, leadership C. Section 6, planning D. Section 7, support E. Section 8, operation 1. understanding the needs and expectations of interest parties, determining the scope of the quality management system, and quality management system and its processes 2. policy and organizational roles, responsibilities, and authorities 3. actions to address risks and opportunities, quality objectives and planning to achieve them, and planning of changes 4. resources, competence, awareness, communication, and documented information 5. requirements for products and services, design and development of products and services, control of externally provide processes, products, and services, and production and service provision

A1, B2, C3, D4, E5

match the steps of the DMAIC (define, measure, analyze, improve, and control) process with their respective obejectives: A. define B. measure C. analyze D. improve E. control 1. use inputs describing customer's needs and product functionality requirements to define critical-to-quality characteristics of a product 2. identify specific processes that create or influence critical-to-quality characteristics of a product and evaluate current levels of quality for each critical-to-quality characteristics 3. perform data based study to uncover root causes of process variations that lead to critical-to-quality defects 4. design and implement process changes that reduce variability 5. use monitoring and adjustment systems to ensure that process variations remain minimized

A1, B2, C3, D4, E5

match the standards of ISO 9000 with the respective industry-specific interpretations of ISO 9000: A. TickIT B. AS9000 C. ISO/TS 16949 D. TL 9000 E. ISO 13485 F. ISO/IED 90003 G. ISO/TS 29001 1. information technology industry 2. aerospace manufacturers 3. American and European automotive manufactures 4. telecom consortium 5. medical industry 6. computer software 7. petroleum, petrochemical, and natural gas industries

A1, B2, C3, D4, E5, F6, G7

match the activities of the plan-do-check-act cycle with their respective description: A. Plan B. Do C. Check D. Act 1. use performance metrics to monitor and inspect the results 2. implement the plan 3. formulate a plan for reducing the number of defects in a specific process 4. review information collected in the check step and take corrective actions to prevent reoccurrence of problems

A3, B2, C1, D4

match the functional personnel with their respective decisions that impact the product quality: A. marketing managers B. sales managers C. product engineers D. Human Resources managers 1. interactions with customers 2. setting of compensation schemes and incentives 3. development of new product testing programs 4. design of product prototyping procedures

A4, B1, C3, D2

Match the dimensions of product quality with their respective description for a tangible good: A. reliability B. aesthetics C. responsiveness D. perceived quality 1. competence of product support in terms of installation, information, maintenance, or repair. 2. subjective assessment of a product's look, feel, sound, taste, or smell. 3. subjective assessment based on image, advertising, brand names, reputation, or other information indirectly associated with the product's attributes. 4. length of time a product performs before it must be repaired

A4, B2, C1, D3

identify the true statements about the quality problems that arises in a total quality management (CATA): A. in total quality management, problem prevention is emphasized than fixing problems after they occur 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. it is almost always efficient tho find a remedy to problems at the later stages in a supply chain

ABC

identify the true statements about the major categories of costs (CATA): A. a defect found in later stages of a supply chain is much more costly than a defect found in earlier stages. B. in later stages of a supply chain, there is sometimes less ability to rework the product. C. compared with repair costs, the cost of lost sales and tarnished product image are less. D. failure costs include both the internal costs and defects found inside a company and the external costs of defects found by customers. E. costs are lowest when a defect is uncovered by a customer.

ABD

identify the variations in repeated activities that are often the major sources of problems in operations processes (CATA): A. variations in a purchased material characteristic B. variability in the time taken to complete a task C. decline in market demand D. variations in marketing promotions

ABD

identify the differences between the DFSS (design for six sigma) and the DMAIC (define, measure, analyze, improve, control) processes (CATA): A. DFSS makes use of design engineering tools, whereas DMAIC ideally works with actual product and operational data B. DFSS is aimed at improving existing products, whereas DMAIC acts as a support to total quality management C. DFSS takes place in the development phase, whereas DMAIC takes place after a new product have been launched

AC

identify the true statements about Kaizen improvement (CATA): A. kaizen is also known as continuous improvement B. products and processes seldom change and hence process improvement should be a part of manager's job 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. pursuit of small improvements keeps people thinking about the process and its current operation

ACD

identify the core values of quality management that emphasized by the ISO 9000 certification: A. it emphasizes the importance of managing inter- and intra-organizational relationships B. it recognizes the importance of a process-oriented approach, including the definition, measurement, and documentation of processes C. it is customer-oriented, with a great emphasis placed on defining, meeting, and achieving customer satisfaction D. it lays emphasis on taking corrective actions to prevent reoccurrence of problems E. it emphasizes the role of leadership in engaging people to make improvements on a regular basis F. it places a high priority on evidence-based decision making

ACEF

identify the views of a progressive quality management approach (CATA): A. frontline workers must be given both the responsibility and the authority to make decisions B. the managers in a progressive quality management approach must have primary ownership of operating processes C. frontline workers must have the resources required to make quality improvements D. frontline workers must support the managers E. clear definition and recognition of the enlarged scope of decisions should be put forth to the frontline workers in a process F. frontline workers need to have the knowledge required to make good decisions

ACEF

identify the values that characterize total quality management (CATA): A. extended process view of operations B. emphasis on inspection rather than prevention C. necessity for variability D. employee empowerment E. emphasis on customer requirements

ADE

________ is a management approach that establishes an organization wide focus on quality: A. conformance quality B. quality management C. design quality D. product quality

B

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. marketing manager B. logistics manager C. product engineer D. Human Resources manager

B

identify the factors that affect the success of total quality management (CATA): A. necessity of variability B. crisis situation of compelling reason for change C. strong, charismatic leadership D. trust between labor and management

BCD

identify the true statements about standard deviation (CATA): A. as standard deviation increases, there is greater certainty about thee exact outcome B. standard decimation is an indicator of process variability C. a high standard deviation indicates that the data are spread out over a large range of values D. a low standard deviation indicates that the data points tend to be very close to the same value, typically the mean

BCD

identify the true statements about ISO 9000 (CATA): A. it provides facilities solely to determine thee defects in a process B. it provides essentially the same function for business processes as financial accountants provide when they audit a company's financial transactions C. its essential purpose is to ensure that operating processes are well documented, consistently executed, monitored, and improved D. 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 facilitated international trade

BCDE

identify the decisions and activities made by a manufacturing and service operations manager that have potential impact on the product quality (CATA): A. setting of compensation schemes and incentives B. management of facilities and equipment C. design of work policies D. scheduling of work E. design of hiring criteria and training and development programs F. design and execution of processing procedures

BCDF

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

C

_______ 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. Six Sigma C. Design for Six Sigma D. cost of quality

C

_________ costs are associated with efforts to prevent product defects and associated failure and appraisal costs: A. internal failure B. external failure C. prevention D. appraisal

C

define external failure costs: A. costs associated with efforts to prevent product defects and associated failure and appraisal costs B. costs associated with quality failures uncovered before products are delivered to customers C. costs associated with quality failures uncovered after products are delivered to customers D. costs resulting from inspections used to assess quality levels

C

define product quality: A. it is a measure of how well a product's designed features match up to the requirements of a given customer group. B. it is a management approach that establishes an organization wide focus on quality. C. it is a product's fitness for consumption in terms of meeting customers' needs and desires. D. it is a measure of whether or not a delivered product meets its design specification.

C

define standard deviation: A. it is a framework for quantifying the total cost of quality-related efforts and deficiencies B. it is a process for improving quality that describes the sequence used to solve problems and improve quality continuously over time C. it is a measure of the variability of dispersion of a population, data set, or distribution D. it is an integrate management business strategy aimed at embedding awareness of quality in all organizational processes

C

rank the members of a total quality management (TQM) organizational view in order of support each level receives, where the level receiving the most support is placed on top and the level receiving the least support is placed at the bottom. A. top management B. lower-level management and frontline supervisors C. employees D. middle management

CBDA

identify the steps involved in the Six Sigma approach (CATA): A. identify B. characterize C. analyze D. measure E. define F. improve G. control

CDEFG

the plan-do-check-act cycle is also known as the ______ _______

Deming wheel

Service quality is unaffected by the interpersonal communications and experiences involved in a service, True or False

False

even small improvements often need large investments of capital, True or False

False

_______ _________ is a set of internationally accepted standards for business quality management systems

ISO 9000

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

total quality management

the organizational structure in which the employees are at the bottom and the top management is on the top is known as _____________ organizational structure

traditional

TQM (Total Quality Management) has a heavy emphasis on decision making in cross-functional teams, True of False?

True