MGMT 359 quiz 1-8
task
The portion of a firm's environment that has to do with the operating structure the firm encounters when globalizing is called the ________ environment.
False
The primary source for external product ideas is research development
False
The social environment of the firm has to do with the operating structure that the firm encounters when globalizing.
sustainable competitive advantage
The ultimate goal of strategic quality planning is to help an organization achieve ________.
prevention, appraisal, and failure costs
What are the three broad categories of the PAF paradigm?
quality control, quality assurance, and quality management
What are the three spheres of quality?
assurance
Which dimension of service quality refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence?
the Japanese approach
Which of the following approaches to quality is influenced by a culture of waste reduction due to limited natural resources and high importing costs?
All three spheres are related to one another and possess overlapping functions
Which of the following descriptions best matches the relationship of the spheres of quality to each other?
Contingency
________ theory presupposes that there is no theory or method for operating a business that can be applied in all instances.
services blueprint
a flowchart the isolates potential fail points in a process
True
a method of manufacturing that minimizes waste and pollution is referred to as green manufacturing.
Single sourcing
a process for developing relationships with few suppliers for long-term contracts
Moment of truth
after a customer sits down in a restaurant, the server coming to the table to take the customer's order
Focus group
allows a supplier to gather feedback from a group of consumers at one time
Performance benchmarking
allows initiator firms to assess their competitive position by comparing products and services with those of target firms
External customers
also known as end users
Fault-tree analysis
analytical tool that graphically renders the combination of faults that lead to failure in a system.
Internal customers
are employees receiving goods or services from within the same firm.
Business process benchmarking
based on the concept of 5w2h
Functional benchmarking
benchmarking effort that is limited to studying the purchasing department of another firm
Operating Results
important for monitoring and tracking the effectiveness of a company's cycle times, waste-reduction measures, and value-added measures.
segmenting markets
involves distinguishing customers according to common characteristics
heterogeneous nature of services
no two services are exactly the same
avoid costs associated with reuse and recycling
not a green design concept
durability
not a quality dimension relating to services
Enhancement phase
phase of customer-relationship management that involves improving service to the customer through the use of information systems.
Soft Data
phone contacts, focus groups, and survey results
Assign each component an identifier
1st step in failure modes and effects analysis
Develop list of customer requirements
1st step in performing quality function deployment.
36
A particular customer requirement has a strong association with a technical requirement, an importance of 6, a target value of 3, and a sales point value of 2. The absolute weight of this customer requirement is ________.
4.00
Ajax Carpet Cleaning promises to clean 100 square feet of carpet for $20.00. Their work standard for such a job is $5.00 for labor and $2.50 for cleaning supplies. Since they use the customer's electricity, there are no other inputs in to the cleaning process. What is their labor productivity?
product design engineering
All the activities associated with developing a product from concept development to final design and implementation are known as ________.
interactive
Catchball is the term used to describe the ______ nature of the Hoshin planning process.
service reliability
If you select a physician based solely on reputation, you are basing your decision on which of the following dimensions of service quality?
False
In a benchmarking relationship, the initiator firm is the firm that is being studied.
3.16
Make-Do, a national automotive painting service, paints cars for $199. Their work standard for such a job is $20.00 for labor and $30.00 for paint. They consume $10 worth of supplies and $3 of energy during their service. What is their total factor productivity?
False
Product traceability increases product liability relating to safety hazards
Which is true?
Production and consumption of services often occur simultaneously
Passive data gathering
gathering data through customer comment cards is an example of _____
sustainability
Reducing waste and improving environmental performance, which are consistent with lean and quality management philosophies, are linked to what business practice or variable?
Quality measures
Reject rates, capability analysis, and performance information
financial ratios
Returns on assets (ROA) & return on investments (ROI)
False
System reliability is defined as the propensity for a part to fail over a given time.
True
The Baldrige criteria are nonprescriptive and adaptable.
waste reduction
The first view of lean manufacturing is a philosophical view of ________.
seven
The model for the Baldrige consists of ________ interrelated categories that compose the organizational system for performance.
contiguity
Which of the following is NOT one of the dimensions of service quality?
workforce focus
Which of the following is a category of the Baldrige Award?
information analysis
Which of the following is a category of the Deming Prize?
partnerships and resources
Which of the following is a category of the European Quality Award?
international sourcing
Which of the following is an upstream activity in supply chain management?
dedication
Which of the following is not a quality management principle underlying ISO 9000:2015?
many companies implement quality incorrectly.
Which of the following is one of the primary reasons that quality efforts have NOT led to gains in bottom-line results?
development of three-to-five year goals
Which of the following is the first step in the Hoshin planning process?
in-process
With ________ inspection, all work is inspected at each stage of the manufacturing process, and the workers inspect their own work.
seiton
With respect to the five S's, neatness that is achieved by straightening offices and work areas is called ________.
Licensing
________ allows foreign firms to sell in restricted markets while using the design of the original designer.
Aesthetics
________ are subjective sensory characteristics such as taste, feel, sound, look, and smell.
Prevention
________ costs include costs such as training, quality planning, process engineering, and other costs associated with quality beforehand.
Appraisal
________ costs include lab testing, inspection, test equipment and materials, and losses due to destructive tests.
Internal
________ failure costs are those associated with online failure.
Leadership
________ involves a power-sharing relationship between two or more individuals where the power is distributed unevenly.
Statistical process control
________ is an engineering-related contribution to quality management that is concerned with monitoring process capability and process stability.
Power of expertise.
________ is derived from a leader's possession of special knowledge.
Reliability
________ refers to the propensity for a product to perform consistently over its useful design life.
Content
________ refers to the variables, definitions, components, and concepts that are included in the strategy.
Intangible service attributes
cannot be inventoried or carried in stock over long periods of time.
visual contact methods
classification of fail-safe devices
Design for maintaintability
design methodology that includes design concepts such as easily replaceable components, safe maintenance, and nondestructive disassembly.
Reliability
determinant of service quality involves consistency of performance and dependability
The Gap
differences between desired levels of performance and actual levels of performance
Eliminate or reduce high risks
final step in failure modes and effects analysis
Identify processes
first step in the development of service blueprint
Generate product ideas
first step in the product development process
Benchmarking
sharing of information between companies so that both can improve
Gap 3
shows the difference between service delivery and service quality specifications
Process redesign
the fundamental rethinking and redesign of business processes.
Baselining
the monitoring of key internal firm performance measures over time to identify trends such as improvement to inform managerial decision making.
customer coproduction
the participation of a customer in the delivery of a service product
Customer retention
the percentage of customers who return for more service
Back office
the portion of the firm's activities that the customer cannot see but are necessary to perform
customer-relationship management
the view of the customer that asserts that he or she is a valued asset to be managed is referred to as ______
customer expectations and customer perceptions
two parts of the SERVQUAL survey
conflict management
which of the following is a communication skill exhibited by a leader?