CHAPTER 9 Ensuring High Quality and Productivity
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.