chapter 9 OMIS 430

Which of the following is an example of a Process Improvement goal?

Reduce cost and increase productivity by eliminating scrap & rework

Who in an organization has responsibility for Quality?

all members

Match these 4 Quality Tools with the correct description.

- Scatter Diagram : Graphing showing degree and relationship between two variables. - Control Chart : Statistical chart of time-ordered values with upper and lower limits. - Run Chart : Chart used to track values of a variable over time. - Cause & Effect Diagram : Diagram used to organize search for problem causes by category.

Which of the below statements is/are examples of unethical behavior with respect to Quality?

- Shipping product with known defects for distribution to customers - Failure to issue a product recall when indicated

Match the quality management guru with their key contribution.

-Sherhart & statistical control charts - Deming & 14 points - Feigenbaum & Quality is a total field; customer defines quality - Crosby & Quality is free; zero defects - Ishikawa & Cause-and-Effect diagrams; quality circles

Six sigma, a process improvement objective for many organizations, literally translates to how many defects per million opportunities?

3.4

Understanding product quality dimensions can help an organization meet or exceed customer expectations. Select all the dimensions of product quality below.

Aesthetics Durability Performance Conformance

Which of the following statements describe quality considerations for an organization's Operations Strategy?

All customers are concerned with quality. The best business organizations view quality as a never-ending journey. Top management needs to be visibly involved and supportive in TQM for successful implementation.

What is a good working definition of Quality?

Customer-dependent

What is a primary determinant of quality?

Design

What secondary outcomes would result from fewer production or service problems in a business with good/excellent quality?

Fewer customer complaints Higher productivity Higher profits

SERVQUAL as a quality management audit tool focuses primarily on what type of feedback?

Gaps between perceptions and expectations (customers, management, etc.)

The dimensions of quality are too abstract to be operationalized (acted upon) and must subsequently be broken down and made what?

Measurable

One dimension of Quality is product Performance. Match the customer expectation result with the different performance relationship:

Meets: Performance = Expectations Exceeds: Performance > Expectations Does not meet: Performance < Expectations

Which of the following is true about following the steps of problem solving?

Monitor the solution to see if goal is accomplished comes after Implement the solution

Which quality tool focuses attention on the most important problem area by showing the relatively few factors which account for a large percentage of total cases?

Pareto analysis

Match the steps of the problem solving Plan-Do-Study-Act cycle with the defined activities.

Plan = Define problem then document, collect and analyze data to determine possible causes. Define problem then document, collect and analyze data to determine possible causes. Do = Implement change plan on small scale and collect data for evaluation. Implement change plan on small scale and collect data for evaluation. Study = Evaluate the data collected during implementation and check against plan goals. Evaluate the data collected during implementation and check against plan goals. Act = Given successful results, standardize the new plan and communicate change. Provide training. Given successful results, standardize the new plan and communicate change. Provide training.

Which of the following phrases are most closely associated with Six Sigma programs?

Process variability reduction Defect reduction Master black belts

What are the responsibilities of Production/Operations with respect to Quality?

Produce to design specifications Monitor processes and correct root causes of problems

What benefits to society in general result from widespread ISO certification?

Provide a basis for health, safety, and environmental legislation Facilitation of international trade with uniform standards Increase in levels of quality and reliability, productivity, and safety

Which determinant of quality applies to how well instructions explain what to do with the product or service?

ease of use

Who in an organization is responsible for ensuring that goods are not damaged in transit?

packaging and shipping

Of the four stages in the problem solving Plan-Do-Study-Act cycle, which has the largest number of steps (50% of total)?

plan

Select all the phrases closely associated with fail-safing, a technique used in Total Quality Management.

pokayoke mistake proofing

In the late 1970's Quality took a strategic turn from a _________ approach--correcting defects before delivery--to a __________ approach--preventing mistakes from occurring.

reactive/proactive

Which dimension of quality is shared by both products and services.

reliability

Who in an organization is ultimately responsible for establishing strategies for quality?

top management

True or false: Failure to carefully plan a Total Quality Management program before embarking on it can lead to false starts, employee confusion, and meaningless results.

true

True or false: One of the reasons offshore suppliers have lower costs than domestic may be lack of government regulation and inspections.

true

Which of the following reasons explain why implementing Total Quality Management in an organization may not be successful?

"Quality" viewed as a quick fix versus a long-term commitment Lack of customer focus and company-wide definition of quality Lack of management support and leadership for change

Put the stages of quality management evolution in order with 1 being the earliest and 5 being the latest

1. In the guild era, skilled craftsmen produced the entire product with pride of workmanship 2. With division of labor after the industrial revolution workers felt less responsible for the final product 3. Scientific Management applied observation methods and inspection to manufacturing 4. During World War II and post-war era, industries used statistical sampling methods on products & raw materials 5. Quality efforts turned to product design evaluation, expanded to Service Industry then evolved to prevention techniques

Which of the following is a sign that Total Quality Management implementation may not be successful?

A practitioner gathers an improvement team of key players but the team members' managers say they cannot participate.

What is SERVQUAL?

A quality audit tool used widely in the Service Sector

If management culture in a traditional organization is characterized by lack of openness, inconsistent objectives, and enforcing orders, what would the culture be like in a Total Quality Management organization?

An open system that encourages employee inputs and caters for consistent objectives More like coaching--removing barriers & building trust

Which of the following statements about ISO 9000 Certification is/are correct?

An organization should strive for continual improvement to be certified Critical for doing business overseas, especially in Europe

Match the Quality Award with the issuing government.

Baldridge Award: USA Deming Prize: Japan European Quality Award: EU

What are the three key areas of the Total Quality Management philosophy?

Continuous improvement, involve everyone, customer satisfaction

Which quality tool is useful in monitoring a process to detect the presence of correctable causes of variation?

Control charts

Which of the following supply chain actions affect an organization's quality? (Select all that apply)

Defects in purchased parts Late or missed deliveries

What is the first step in the problem solving process?

Define the problem and establish an improvement plan.

Total Quality Management is not without its detractors. Which of the below are some criticisms?

Quality decisions may not be tied to market performance Pursuit of incremental improvements when dramatic improvements may be warranted Quality efforts may not be tied to results thus difficult in measuring success

For the Deming Prize, what is the major focus of the judging

Statistical quality control

An example of "Ease of Use," one of the four Determinants of Quality, is which of the following?

Understandability of user instructions for assembly of a bookcase

How do Total Quality Management practitioners view problems?

as opportunities for improvement

In order to meet or exceed customer expectations service quality is broken down into different dimensions or focus areas. Select all the dimensions of service quality below.

Convenience Courtesy Responsiveness

Which of the following statements about the Baldridge Award is/are correct.

Created to stimulate efforts to improve quality in America Even organizations that do not win benefit from applying Evaluates organizations in 7 comprehensive areas

Select the best definition of Process Improvement.

Documentation, measurement and analysis of a process for the purpose of improving it

Select the three different cost categories of Quality.

Failure costs Prevention costs Appraisal costs

Which ISO certification concerns what an organization does to minimize harmful effects to the environment caused by its operations?

ISO 14000

Failure to correct and/or report defective product or substandard service can cause which of the following?

Inconveniences and injuries to customers Increase in accident rates among employees

What is the difference between internal and external failure costs with respect to Quality?

Internal costs are incurred before delivery; external costs are incurred after delivery.

ISO stands for what?

International Organization for Standardization

An example of liability as a result of poor quality is which of the following?

Lawsuit damages paid out from faulty product design

The four major areas affected by poor quality are which of the following?

Loss of business, liability, productivity, costs

Which of the following determinants of quality refers to the degree to which goods and services achieve the intent of designers?

Quality of conformance

Which of the following determinants of quality refers to the inclusion or exclusion of certain product or service features?

Quality of design

To translate quality into operational terms which of the following aspects are applicable? (Select all correct answers)

Recognizing the consequences of poor quality Making ethical decisions in terms of the quality of product/service offerings Performing a cost-benefit analysis on quality impacts

Which quality tool is useful in deciding if there is a correlation between the values of two variables?

Scatter diagrams

Which of the following statements is/are correct about the Deming Prize.

Senior management must be involved in Quality to win Focuses on statistical quality control

Global supply chain quality problems/risks include which of the following?

Substandard materials or work methods used overseas Lack of quality regulation and government inspections of producers Variation too high in product output and does not meet specifications

Successful management of quality requires what?

That managers have insights on various aspects of quality

What is a broad definition of Quality?

The ability of a product/service to consistently meet or exceed customer requirements or expectations.

Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of kaizen at Toyota. What does the Japanese word kaizen mean in English?

Continuous improvement

Quality awards have been established to do what?

Generate improvement in quality

How do businesses with good or excellent quality products and/or services benefit?

Greater customer loyalty Ability to command premium prices Increased market share

Which of the following is an example of making "Time," a service dimension of quality, measurable?

How long did the customer have to wait?

What are the various evaluation categories of the Malcolm Baldridge Award?

Human Resource Management Information/Analysis & Process Management Customer focus & Business results Leadership & Strategic Planning

In the search for Quality, various Idea Generation methods may be used. Match the approach with its definition.

benchmarking-measuring an organizations performance on a key customer requirement against the best in the industry or any industry Quality circles -a number of workers who get together periodically to discuss ways of improving products and processes Brainstorming -a group shares thoughts/ideas about a problem in a relaxed atmosphere for unrestrained collective thinking

A technique in which people share thoughts and ideas on problems in a relaxed atmosphere that encourages collective thinking is ______.

brainstorming

The four primary determinants of Quality such that a product or service satisfies its intended purpose are _______. Multiple choice question.

design, conformance, ease of use and after-delivery service

True or false: The dimensions of product quality are the same as for service quality.

false

True or false: To meet or exceed customer expectations, product quality performance is less than customer expectations.

false