SCMA 331 EXAM 2 (UNL)
Arnold Palmer Hospital uses which quality management techniques
-Pareto Charts -flowcharts -benchmarking -just-in-time
What percentage of the 2012 Mercedes S-class is recyclable?
95%
The work by ______ regarding how people learn from each other's successes led to the field of cross-functional teamwork
Armand Feigenbaum
What does CSR stand for?
Corporate Social Responsibilities
What allows companies in Europe to buy and sell allowances for the right to pollute?
EUETS
Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.
FALSE
An improvement in quality must necessarily increase costs
False
Deming's writings on quality tend to focus on the customer and on fitness for sue, unlike Juran's work that is oriented toward meeting specificaitons
False
ISO 9000 is a series of environmental management standards that contain five core elements
False
Meeting the needs of the present without compromising the ability of future generations to meet their needs is known as corporate social responsibility
False
Quality is mostly the business of the quality control staff, not ordinary employees
False
The UNFCCC works on the "cap-and-trade" priciple
False
A series of environmental management standards established by the International Organization for Standardization is called_____.
ISO 14000
What is a set of quality standards developed by the International Organization for Standardization?
ISO 9000
_______ costs result from production of defective parts or services before delivery to the customer
Internal failure
What does ISO stand for?
International Organization for Standardization
"Quality is free" meaning that the costs of poor quality have been understated, is the work of:
Philip B. Crosby
Improved quality can increase profitability via allowing flexible pricing
True
Internet-based technologies today allow consumers, communities, public interest groups, and regulators to be well informed about an organizations' performance
True
Some governments are implementing laws that mandate the outright reduction of GHG emissions by forcing companies to pay taxes based on the amount of GHG emissions that are emitted.
True
TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations.
True
Within environmental regulation, the "cap-and-trade" principle essentially allows companies to buy and sell the right to pollute.
True
What does UNFCCC stand for?
UN Framework Convention on Climate Change
16) "The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of:
W. Edwards Deming
"Making it right the 1st time" is:
a manufacturing-based definition of quality
what refers to looking at a product's life from design to disposal, including all the resources required
a systems view
Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:
determine whether any of the orgs. stakeholders are being wronged by poor quality products
Design for ________ encourages designers to create products that can be taken apart and whose components can be recovered, minimizing impact on the environment.
disassembly
What refers to how companies remain in business
economic sustainability
Within environmental regulation, the "cap-and-trade" principle produces a market that allows companies to purchase and sell what?
emission allowances
True sustainability involves thinking not only about environmental resources but also about what additional aspects
employees, customers, community, and the company's reputatuion
corporate social responsibility involved making that considers what three impacts?
environmental, societal and financial
the triple bottom line includes the three ps of
people, planet and profit
Inputs to a production system that are held in the common do not have market
prices
What is the most critical phase in product life cycle assessment
product design
What is the most critical phase in product life cycle assessment?
product design
Manufacturing-based definition of quality:
quality is the degree to which a specific product conforms to standards
Companies can improve the triple bottom line with sustainability by minimizing what 4 things?
raw material energy water waste
What are the 3 R's of sustainability?
reduce, reuse, recycle
The 3 Rs of sustainability are _________
reuse, reduce, recycle
A successful quality strategy features:
-an orgs. culture that fosters quality -an understanding of the principles of quality -engaging employees in the necessary activities to implement quality
To become ISO 9000 certified, organizations must:
-document quality procedures -have an onsite assessment -have an ongoing series of audits of their products or services
Which of the following is true about ISO 14000 certification?
-it can reduce exposure to liability -it deals with environmental management -it offers a good systematic approach to pollution prevention -one of its core elements is life cycle assessment
What are major categories of costs associated with quality?
-prevention costs -appraisal costs -internal failure costs -external failure costs
What % of the manufacturing process from Subaru's Lafayette, Indiana, plant goes to the landfill?
0%
5 core elements of ISO 14000
1. Environmental Management 2. Auditing 3. Performance Evaluation 4. Labeling 5. Life Cycle Assessment
3 broad categories of definitions of quality are:
1. user based 2. manufacturing based 3. product based
Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels?
5
Companies that practice _________ introduce policies that consider environmental, societal and financial impacts in their decision making
Corporate social responsibility
"Quality lies in the eyes of the behold" is:
a user-based definition of quality
the carbon footprint is defined as a measure of total greenhouse gas emissions caused directly or indirectly by what 4 things?
an organization a product an event or a person
The European Union Emissions Trading System works on the ________ principle.
cap-and-trade
The European Union Emissions Trading System works on what principle?
cap-and-trade
What is a measure of total greenhouse emissions caused directly or indirectly by an organization, a product, an event, or a person
carbon footprint
________ supply chains consider forward and reverse product flows over the entire life cycle.
closed-loop
What type of supply chains consider forward and reverse product flows over the entire life cycle?
closed-loops
what type of supply chains consider forward and reverse product flows over the entire life cycle
closed-loops
Inputs to a production system that do not have market prices are those held in the _____
comon
Arnold Palmer Hospital uses ________ to seek new ways to reduce readmission rates.
continuous improvement
GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle?
cost of poor quality is underestimated
Opportunities to reduce environmental impact during production typically revolve around the three themes of ________.
energy, water and environmental contamination
Corporate Social Responsibility involves managerial decision making that considers what three impacts?
environmental, societal and financial
Which of the 4 major categories of quality costs is particularly hard to quantify?
external failure costs
Conforming to standards is the focus of the product-based definition of quality
false
Life cycle assessment determines which stage of the product life cycle that the product currently is in
false
Managerial decision making that considers environmental, societal and financial impacts is knows as sustainablity
false
The Arnold Palmer Hospital's high quality is measure by low readmission rates and not patient satisfaction
false
UPS plans its truck routes with the fewest possible right turns
false
a measure of the total greenhouse gas emissions caused directly or indirectly by an org., a product, an event, or a person is the nitrogen footprint
false
Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?
flexible pricing
The carbon footprint measures total _________ caused directly or indirectly by an organization, a product, an event or person
greenhouse gas emissions
What is sometimes referred to as the fourth "R" of sustainability?
improved reputation
what is sometimes referred to as the fourth "R" of sustainability
improved reputation
_________ technologies today allow consumers, communities, public interest groups and regulators to be well informed about an organization's performance
internet-based
Analysis of environmental impacts of products from the design stage through end-of-life is known as ________.
life cycle assessment
Analysis of environmental impacts of products from the design stage through end-of-life is known as __________
life cycle assessment
What refers to the analysis of the environmental impacts of products from the design stage through end-of-life?
life cycle assessment
What cost will decrease as a result of better quality
maintenance costs
One way to think of sustainability is to consider the systems necessary to support the triple bottom line of the three Ps, which are:
people, planet and profit
To support economic sustainability, firms may supplement standard financial accounting and reporting with some version of _____
social accounting
Not only customers, but stockholders, suppliers, and others, are among the _____ whose values must be protected in making ethical decisions concerning the quality of products
stakeholders
Stakeholders who are affected by the production and marketing of poor quality products include:
stockholders, employees and, customers
The term ______ refers to meeting the needs of the present without compromising the ability of future generations to meet their needs
sustainability
what refers to meeting the needs of the present without compromising the ability of future generations to meet their needs?
sustainability
Resources held by the public are also said to be held in what
the common
Economic sustainability means appropriately allocating scarce resources to make a profit.
true
Internal failure costs are associated with scrap, rework, and downtime
true
One environmentally friendly approach to product design is to use lighter components
true
Philip Crosby is credited with both of these quality catch-pharases: "quality if free" and "zero defects"
true
Reuse is one of the 3 Rs for sustainablilty
true
The definition of quality adopted by the American Society for Quality is a customer-oriented (ie user based) definition
true
a design for disassembly cost-benefit analysis compares the amount of revenue that might be reclaimed against the cost of disposing of the product at its end-of-life
true
firms that do not consider the impact of their decisions on all of their stakeholders see reduced sales and profits
true
social and environmental sustainability do not exist without economic sustainability
true
sustainability is often associated with corporate social responsibility
true
the operations manager's greatest opportunity to make substantial contributions to the company's environmental objectives occurs during product life cycle assessment
true
those resources held in the common are often misallocated
true
Product are more "environmentally friendly" when they are made:
using less energy
Products are more "environmentally friendly" when they are made:
using less energy
Boeing's use of epoxy composites and titanium graphite laminate represent the environmentally friendly concept of ________.
using lighter materials
