TOM Midterm 1

________ and _________ differentiate a line process from a cell. a) Variety & Volume b) Modularity & Worker Skill Levels c) Workflow &Cross-Training d) All of those listed

All of those Listed

Costs associated with these measurement can be attributed to which of the following category? a) Appraisal Costs b) Prevention Costs c) External Failure Costs d) Internal Failure Costs

Appraisal Costs

A group of similar items that accompany each other through a process a) A Batch b) Work in Process c) a Job d) a Project

Batch

A properly implemented TQM program includes all EXCEPT which of the following? a) Centralized decision-making authority b) Employee involvement c) Continuous improvement d) Pursuit of Zero Defects

Centralized decision-making authority

Costs associated with avoiding, finding, making and repairing defects and errors, including the costs associated with selling defective products to customers are terms used to represent which of the following costs? a) Cost of Quality b) Appraisal Costs c) Internal Failure Costs d) Internal and External Failure Costs

Cost of Quality

Principle/Practice: Design operating models to address segments of the market individually a) Customer Intimacy b) Operational Excellence c) Product Leadership d) None

Customer Intimacy

Principle/Practice: Give workers great latitude to solve customer problems in the field a) Customer Intimacy b) Operational Excellence c) Product Leadership d) None

Customer Intimacy

Principle/Practice: Offering a range of services to serve customers upon demand a) Customer Intimacy b) Operational Excellence c) Product Leadership d) None

Customer Intimacy

Principle/Practice: Thinking about how to materially improve the customers business a) Customer Intimacy b) Operational Excellence c) Product Leadership d) None

Customer Intimacy

An auto manufacturer replaces defective airbags at no cost to the vehicle's owner is an example of a) External Failure Costs b) Hidden Cost of Quality c) Prevention Costs d) Internal Failure Costs

External Failure Costs

Which of four major categories of quality costs is particularly hard to quantify? a) External Failure Costs b) Prevention Costs c) Internal Failure Costs d) Appraisal Costs

External Failure Costs

True/False: "Technical Quality" is a term that relates to customers first hand impression of the service delivered

False

Principle/Practice: Dedication to measurement systems a) Operational Excellence b) Customer Intimacy c) Product Leadership d) None

Operational Excellence

Principle/Practice: Deliver products and services to customers with minimal inconvenience a) Operational Excellence b) Customer Intimacy c) Product Leadership d) None

Operational Excellence

Principle/Practice: Provide only one or a limited number of product or service options a) Operational Excellence b) Customer Intimacy c) Product Leadership d) None

Operational Excellence

Which of the following tools would be most appropriate to monitor defects and prioritize actions on most frequent defects? a) Pareto Chart b) Control or Run Chart c) Histogram d) Scatterplot

Pareto Chart

Seven basic quality tools are

Process flow diagram, Check-sheet, Histogram, Pareto Chart, Scatterplot, Control Chart, and Fishbone Diagrams

Principle/Practice: Need to educate the market on product benefits a) Product Leadership b) Operational Excellence c) Customer Intimacy d) None

Product Leadership

Principle/Practice: Risk-oriented and future management style a) Product Leadership b) Operational Excellence c) Customer Intimacy d) None

Product Leadership

Which of the following is NOT a dimension of Product Quality? a) Profitability b) Reliability c) Conformance d) Serviceability

Profitability

A construction company that builds bridges most likely operate as a _________ process a) Job Shop b) Batch c) Project d) Assembly Line

Project

The time spent studying assigned readings & completing SMETOM hw is considered _________ for next class - which is a _____________ process throughout the semester a) Set up, Batch b) Wip, Line c) Unavoidable, Continuous d) None Listed

Set-UP, Batch

Which of the following is MOST LIKELY to follow a 6-sigma quality standard? a) SpaceX Falcon Heavy Rocket Launch b) GPS Navigation Services c) Primary Syrup (Flavor) provider to a Pepsi bottling d) Baggage Handling services at Heathrow Airport

SpaceX Falcon Heavy Rocket Launch

Based on his 14 Points one can conclude that Deming is a strong proponent of: a) Training and Knowledge b) Inspection & Monitoring c) Focus on the cheapest supplier d) Quantitative goals & productivity

Training & Knowledge

True/False: "Functional Quality" is related to customer's perception of how the service is delivered.

True

True/False: A product can be perceived to be of high/low quality even without a purchase

True

True/False: According to Crosby "Quality is free" perspective means that savings achieved by quality improvement efforts are greater than the cost of failure.

True

True/False: Conforming to standards or design specification is one of key dimensions of product quality

True

True/False: Internal Failure costs are associated with scrap, rework, and downtime

True

True/False: It can be said that Just-In-Time (JIT) influences quality because by reducing inventory, bad quality is exposed.

True

True/False: One definition of quality is that the product or service does what it is intended to do

True

True/False: One reason to study operations management is to learn how people organize themselves for productive enterprise

True

True/False: Operations management is the set of activities that creates value in the form of goods and services by transforming inputs into outputs

True

In 2017, Tesla's quality control systems were challenged when its process converted from low ____ to high ______ a) Volume b) Variety c) Skill d) Technology

Volume

At Universal Studies Theme Park customer lines that form are the equivalent of ____ in a factory a) WIP b)Queue c) Inventory d) A Unit of Production

WIP

Which of the following metrics is/are typically used in Operations Management? a) All of them! b) Return on Investment c) Return on Assets d) Productivity

a) All of them

Quality can be best described as: a) perception of performance b) perception of value paid c) actual value to performance d) objective performance as compared to the competition

perception of performance

Operations Management is applicable: a) to all firms, whether manufacturing or service b) to services exclusively c) mostly to the service sector d) mostly to the manufacturing sector

to all firms, whether manufacturing or service