Chapter 6 Questions

Which of the following statements is NOT rue regarding the importance of the role that an operation manager plays in addressing service quality? A. The manager may be able to influence the quality of the service but has little control over the customer's expectation. B. The tangible component of many services is important. C. Managers must expect expectations. C. The operations manager should realize that the customer's expectations are the standard against which the service is judged.

A. The manager may be able to influence the quality of the service but has little control over the customer's expectation.

Cause - and - effect diagrams are also known as A. fish-bone charts B. flowcharts C. pareto charts D. target specification charts

A. fish-bone charts

Which of the following is NOT an external failure cost? A. scrap B. lost goodwill C. cost of society D. returned goods

A. scrap

Attribution inspection measures A. such dimensions as weight, speed, size, or strength to see if an item falls within an acceptable range. B. if cause and effect are present. C. if the product is good or bad. D. whether or not the product attributes conform to the inspector's personal tastes.

C. if the product is good or bad.

One hundred percent inspection A. means that only good parts will be shipped to a customer. B. is practical and excellent fit for world-class manufacturers. C. means that every part is checked to see whether or not it is defective. D. catches all of the defective parts.

C. means that every part is checked to see whether or not it is defective.

Which of the following costs is NOT a cost of quality? A. rework B. lost goodwill C. research and development D. scrap

C. research and development

Which of the following is NOT a common TQM tool? A. scatter diagrams B. check sheets C. histograms D. queuing models

D. queuing models

Which of the TQM tools would be best suited for determining why a student's course registration is never correct? A. pareto chart B. cause-and-effect diagram C. flowchart D. check sheet

B. cause-and-effect diagram

Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline? A. flowchart B. histogram C. scatter diagram D. cause-and-effect diagram

B. histogram

The American Society for Quality defines quality as

B. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.