Ch. 9 HW

Which of the following is an annual award administered by the U.S. Department of Commerce and given to the company that shows the highest quality performance in seven categories—leadership; strategic planning; customer and market focus; measurement, analysis, and knowledge management; human resource focus; process management; and results?

Baldrige Performance Excellence Program

Which of the following is an example of an overhead?

Cost of company cafeteria

Which of the following is a series of standards adopted by the International Organization for Standardization to spell out acceptable criteria for quality systems?

ISO 9000

________ is the process in which teams map the details of each work process, looking for ways to eliminate waste.

Kaizen

________ can be best defined as contracting with specialists to perform business functions.

Outsourcing

Which of the following is most likely to be the first step that the members of an employee involvement team should take?

They should identify quality problems related to the employees' areas of responsibility.

________ can be best described as the quality improvement method that involves focusing the whole organization on continuously improving every business process so it satisfies customers.

Total quality management

________ refers to the worth the customer places on what he or she gets (the total package of goods and services) relative to cost of acquiring it.

Value

Productivity is best defined as the:

amount of results an organization gets for a given amount of inputs.

A percentage that represents the average annual earnings for each dollar of a given investment is referred to as the:

average rate of return.

The practice of identifying the top performer of a process, and then learning and carrying out the top performer's practices is called:

benchmarking.

Before a supervisor can make decisions about how to trim costs, he or she has to know where the money is going. The most important source of such information is the:

budget report.

In the context of dimensions of quality, ________ refers to the degree to which a product's design and operating characteristics meet established standards.

conformance

Six Sigma is best defined as a process-oriented quality-control method:

designed to improve the operations output to 99.9997 percent perfect.

In the context of dimensions of quality, ________ primarily refers to supplements to a product's basic operating characteristics.

features

Poor quality work is most likely to lead to:

high costs.

Process control is best defined as the quality control method that emphasizes:

how to do things in a way that leads to better quality.

The zero-defects approach is best defined as the quality control technique:

in which an organization works toward making its goods and services free of problems.

Joseph M. Juran, one of the experts who played an important role in spreading the idea of total quality management (TQM), taught quality concepts to the Japanese. He emphasized the view that management should seek to maintain and improve quality through efforts on two levels: the organization as a whole and the ________.

individual departments in the organization

In the context of quality improvement methods, ________ can be best described as a practice that considers any costs other than a cost that adds value for the customer to be wasteful and, hence, something to be eliminated.

lean process improvement

Statistical quality control primarily involves:

looking for defects in parts, finished goods, or other outcomes selected through a sampling technique.

Attracting new customers costs several times more per customer than keeping existing customers satisfied primarily because it increases:

marketing costs.

Expenses not related directly to producing goods and services are termed as:

overhead.

Quality control is best defined as an organization's efforts to:

prevent or correct defects in its goods or services or to improve them in some way.

Reviewing and revamping the way things are done is the basic principle of ________.

reengineering

In the context of dimensions of quality, ________ primarily refers to the probability that a product will function properly and not break down during a specified period.

reliability

In the context of dimensions of quality, ________ refers to the speed and ease of repairing a product.

serviceability

In the context of quality improvement methods, employee involvement teams primarily involve:

setting up teams of employees to identify quality-related problems and come up with possible solutions.

The rate at which employees leave an organization is termed as ________.

turnover

A ________ can be best defined as the quality-control technique based on the view that everyone in the organization should work toward the goal of delivering such high quality that all aspects of the organization's goods and services are free of problems.

zero-defects approach