OPSM Chapter 9 Learnsmart

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

fewer customer complaints, higher profits, higher productivity

Quality tool with the description

flowchart-diagram of process steps check sheet- tally histogram- empirical freq pareto chart- highest to lowest

stages of quality management evolution in order

guild era, industrial revolution, scientific management, WWII, quality efforts

which of the following phrases are most closely associated with six sigma programs?

master black belts, defect reduction, process variability reduction

select all the phrases closely associated with fail-safing, a technique used in Total quality management.

mistake proofing, pokayoke

steps of the problem solving plan-do-study-act cycle with activities.

plan- define do - implement study- evaluate act- if results successful results, standardize

match iso certificate number with title

9000-quality management 14000-environmental 24700- quality and performance of office equip

who in an organization has responsibility for quality?

All members

dimensions of service quality

convenience, reliability, responsive, time, assurance, courtesy, tangibles, consistency, expectations

which of the following supply chain actions affect an organization's quality?

defects, late or missed deliveries

which of the determinants of quality improves the likelihood that products will continue to function in the way in which they were intended to function long into the future?

ease of use