OM CH 15 and 16

According to Philip B. Crosby's Absolutes of quality management philosophy _____

there is no such thing a quality problem.

In the context of SERVQUAL, ____ is the knowledge and courtesy of service providers and their ability to convey trust and confidence

Assurance

In the context of the net promoter score (NPS) scores of 7 or 8 are associated with______ customers who are satisfied but may switch to competitors.

Passives

Harlose suits faced a lot of complains from customers when it's recent batch of goods was dispatched. The employees at Harlose Suits, hence, had to rework on the returned items, and in some cases, the company had to even replace the faulty goods. In this case, the costs incurred by Harlose Suits are an example of ____

external failure costs.

A ____ is a line graph in which data are plotted over time

Run chart

In the context of quality control practices in manufacturing, if supplier documentation is done properly, incoming inspections can be completely eliminated

True

Keeping special cause variation from occurring is the essence of statistical quality control.

True

Service quality is consistently meeting or exceeding customer expectations (external focus) and service- delivery system performance criteria (internal focus) during all service encounters.

True

The international organization for standardization (ISO) is a specialized agency for standardization that was founded in 1946, and it composed of representtatives from the national standards bodies of 91 nations.

True

Customer waiting time and order lead time are examples of ____

continous metrics

In the context of statistical process control and variation, if no special causes affect teh output of a process we say that the process is

in control

Six Sigma cannot be applied to service processes

False

Which of the following is a core philosophy of Six Sigma?

Achieving cycle time reductino

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.

False

the 1:10:100 Rule states that if a defect is first detected during the production process, it might cost $1 to fix

False

____ are targets and tolerances determined by designers of goods and services

Specifications

If a process has a process capability index value (C p) of less than 1, it means that:

a significant percentage of outputs will not conform to the design specifications.

____ are costs expended to keep nonconforming goods and services from being made an reaching the customer.

Prevention costs

The task of ______ is to ensure that a good or service conforms to specifications and meets customer requirements by monitoring and measuring processess and making any necessary adjustments to maintain a specified level of performance.

Quality control

Which of the following definitions of quality is proposed by Joseph M. Juran

Quality is fitness for use.

Identify a true statement about the GAP model

Failure to understand and minimize the gap presents the risk of losing customer loyalty

identify a true statement about teh poka-yoka concept.

Many applications of poka-yoke are deceptively simple

The relationship between the natural variation and specifications is quantified by a measure known as the ____.

Process capability index

In the context of the net promoter score (NPS), scores of 6 or below represent _____ unhappy customers who may spread negative comments.

Detractors.

______ are costs incurred as a result of unsatisfactory quality that is found before teh delivery of a good or service to the customer.

Internal failure costs

____ defines quality system standards ,based on the premise that certain generic characteristics of management practices can be standardized and that a well- designed ,well0implemmented , and carefully managed quality stem provides confidence that the outputs will meet customer expectations and requirements.

International organization for standization (ISO)

Which of the following is true of common cause variation?

It appears at random and individual sources cannot be identified or explained.

Identify a true statement about kaizen.

It is based of the concept of continous improvement

Which of the following sattements is true of SERVQUAL

It is designed to apply to all service industries

which of the following is true of special cause variation?

It occurs sproadically and can be prevented

Which of the following statements is true of Gap 3 in the GAP model?

It recognizes that manufacturing and service delivery systems must execute quality specifications well.

Identify a true statement about International Organization for Standardization (ISO) 9000:2000

Its standards apply to all types of businesses, including electronic and chemicals.

Huran co., a foood maufacturer, annouced a contest for its customers where they could win exciting prizes if they fill in their details in the coupons they find in their cereal boxes and mail them to the company. But at the packaging section of the company, some of the workers forgot to insert the coupons ins ome of the cereal boxes. This led to numerous complaints from customers. To prevent this problem from happening again, it was suggestsed that the workers take 10 coupons and 10 boxes before they start packing the boxes, and if any coupon is left after the 10 boxes are packed, the workers recheck the boxes. This is an example of an application of the ____ concept

Poka-yoke

In General Electric's six sigma problem-solving approach (DMAIC), the ____ phase involves determining the most likely cause of defects.

Analyze

In the context of designing control charts, which of the following is true of sample size?

A large sample allows small changes in process characteristics to be detected with higher probability than a small sample size.

A kaizen event is an approach for proofing processes, using automatic devices or methods to avoid simple human error

False

Dr.W edwards deming defined quality as "fitness for use and sought to improve quality by working within the system familar to managers.

False

Inprocess control is typically performed by people who run the back-end processes.

False

The value of the process capability index (Cp) depends on the mean of the process

False

Alex the manager at Rues and West Inc. wants to know the sequence of the production process in the company to etermine if any process can be combined or eliminated. In this case, a ___ will suit Alex requirement.

Flow chart

_______ in the GAP model is the discreprancy between actual manufacturing and service-delivery system performance and external communications to the customers.

GAP 4

Which of the following statements is true of Dr. W. Edwards Deming?

He advocated a process to guide and motivate improvement activites known as the Deming cycle.

Identify a true statement about Joseph M. Juran philosophy of quality management

He advocated the use of quality cost measurement to focus attention on quality problems

A ____ is a basic statistical tool that graphically shows teh frequency ofr number of observations of a particular values or within a specified group.

Historgram

The management of Elextric Corp., a computer manufacutringcompany, wants the omplyee in the organization to contribute to the quality of the firm by making gradual, continuous improvements in their departments. Given this information Elextric Corp, embraces an approach known as

Six Sigma

____ is a business improvement approach that seeks to find and eliminate causes of defects and rerors in manufacturing and service processes by focusing on utputs that are critical to customers, resulting in a clear financial return for the organization.

Six Sigma

Which of the following is true of control charts?

Standard control charts are not effective when the rates of defects is extremely low.

________ concept characcterizes quality performance by defects per million opportunities.

The six Sigma

The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

True

The managers at Blyrie Corp. think that their company's products are of higher quality than the products of other companies in the market. However, contrary to their perceptions, the customers rate the company's prudcts as below average. This is due to the inferior process design speciications in the company. This is an example of _____ in the GAP model.

gap 2

Gap 3 in the GAP model is the discrepancy between

quality specifications documented in operating and training manuals and plans and their implementation.