CHAPTER 9 Ensuring High Quality and Productivity

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Productivity is best defined as the

amount of results an organization gets for a given amount of inputs.

Improving productivity requires

changing employee attitudes.

Jack is a new executive at Costel Inc. He frequently uses social networking sites at his office to keep his job-related stress low. However, this results in low productivity. In the context of constraints on productivity, this is an example of ________ affecting productivity.

employee attitude

People have a natural tendency to resist change because it is

frightening.

Statistical quality control primarily involves

looking for defects in parts, finished goods, or other outcomes selected through a sampling technique.

An objective of total quality management (TQM) is to

meet or exceed customer expectations.

In the context of dimensions of quality, ________ refers to a product's primary operating characteristic, such as the picture clarity of a television set.

performance

In the context of dimensions of quality, ________ primarily refers to the probability that a product will function properly and not break down during a specified period.

reliability

The rate at which employees leave an organization is termed ________.

turnover

If the average rate of return of an equipment that costs $5,000 is 25 percent, its savings per year is ________.

$1,250

Which of the following is most likely to be the first step that the members of an employee involvement team should take?

They should identify quality problems related to the employees' areas of responsibility.

In the context of dimensions of quality, ________ primarily refers to the length of a product's life.

durability

A ________ can be best defined as the quality-control technique based on the view that everyone in an organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.

zero-defects approach

Which of the following equipment purchased by a company has the greatest payback period?

A boiler that costs $20,000 with the potential to save $200 a year

Which of the following is an example of an overhead in a company?

Cost of maintaining a vending machine in the break room

Which of the following is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems?

ISO 9000

Which of the following is true about installing modern equipment in a company?

Installing modern equipment can be expensive if its benefits are less than its cost.

The most effective way supervisors can overcome the productivity constraint of management limitations is by

demonstrating by their actions and words that they are interested in the department's productivity.

Six Sigma is best defined as a process-oriented quality-control method

designed to improve the operations output to 99.9997 percent perfection.


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