CHAPTER 15 TRUE FALSE

The costs associated with maintaining measurement instruments would be an example of appraisal costs

TRUE

The most relevant definition of quality for an operations manager is "conformance to specifications

TRUE

The seven QC tools are designed to be simple so that workers at all levels can use them

TRUE

"Fitness for use" relates to how well quality meets design targets and tolerances

FALSE

A Pareto diagram helps to understand the relationships between two variables and to verify possible cause and effect hypotheses

FALSE

A control chart is quality-control jargon for an ordinary run chart that plots data over time

FALSE

Because of the amount of resources required, a Kaizen blitz is generally performed outside of normal working hours over several weeks or months

FALSE

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations

FALSE

Both consultants and business professionals now agree on a universal definition of quality

FALSE

Corporate sponsors who support Six Sigma activities are typically called "black belts

FALSE

Costs of recalls and warranty claims are classified as internal failure costs

FALSE

Empathy relates to the "knowledge and courtesy of service providers and their ability to convey trust and confidence

FALSE

ISO 9000 is best used by firms with mature quality systems as a means of refining their quality practices

FALSE

ISO 9000 is mainly used in the United States

FALSE

Joseph Juran preached the "14 Points" for management in his quality philosophy

FALSE

The cost of quality refers to the out of pocket costs that customers incur if they receive a poor quality good or service

FALSE

W. Edward Deming believed that higher quality leads to higher costs, but to even higher market share

FALSE

W. Edward Deming believed that productivity would improve by setting numerical quotas

FALSE

W. Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper management.

FALSE

Zero defects is achieved by identifying defects in production processes and fixing them

FALSE

Juran proposed a major cultural change in organizations seeking to improve quality by advocating his 14 Points.

False

Quality costs involving testing and inspection are classified as prevention costs.

False

Responsiveness, one of the dimensions of service quality, is defined as caring, individual attention a firm provides its customers.

False

The application of Six Sigma is suited only for small manufacturing firms as it is not scalable.

False

The overall definition of quality is simply ensuring that goods and services consistently conform to specifications.

False

The term "six sigma" is based on a statistical measure that equates to at most 6.4 errors or defects per million opportunities.

False

The Deming philosophy focuses on bringing about improvements in product and service quality by reducing uncertainty and variability in goods and services design and associated processes

TRUE

The Gap Model helps managers to link quality management practices within the value chain to customer expectations

TRUE

ISO 9000 definition of quality system standards is based on the premise that certain generic characteristics of management practice can be standardized and that a well-designed, well-implemented and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements

TRUE

In Six Sigma terminology, a defect is any mistake or error that is passed on to the customer

TRUE

In the act stage of the Deming cycle, improvements become standardized and the plan is implemented as a "current best practice" and communicated throughout the organization

TRUE

In the define phase of the Six Sigma DMAIC problem-solving approach, teams identify critical to quality (CTQs) characteristics considered by the customer to have the most impact on quality

TRUE

Performance standards in services are analogous to manufacturing specifications

TRUE

Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service delivery process

TRUE

Six Sigma quality is based on a statistical measure that seeks to achieve at most 3.4 errors or defects per million opportunities

TRUE

To get top management's attention about quality issues, it is useful to measure quality in monetary terms rather than from the operational perspective on the number of defects and nonconformances

TRUE

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out

TRUE

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of poka-yoke

TRUE

A cause-and-effect diagram is often called a fishbone diagram.

True

Many applications of poka-yoke are usually inexpensive to implement.

True

The Deming philosophy focuses on bringing about improvements in product and service quality by reducing variability in goods and services design and associated processes.

True

The ISO 9000:2000 standards are intended to apply to all types of businesses, including electronics and chemicals, and to services such as health care, banking, and transportation.

True

The cost of quality refers to the costs incurred as a result of poor quality.

True