CHAPTER 15 TRUE FALSE
The costs associated with maintaining measurement instruments would be an example of appraisal costs
TRUE
The most relevant definition of quality for an operations manager is "conformance to specifications
TRUE
The seven QC tools are designed to be simple so that workers at all levels can use them
TRUE
"Fitness for use" relates to how well quality meets design targets and tolerances
FALSE
A Pareto diagram helps to understand the relationships between two variables and to verify possible cause and effect hypotheses
FALSE
A control chart is quality-control jargon for an ordinary run chart that plots data over time
FALSE
Because of the amount of resources required, a Kaizen blitz is generally performed outside of normal working hours over several weeks or months
FALSE
Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations
FALSE
Both consultants and business professionals now agree on a universal definition of quality
FALSE
Corporate sponsors who support Six Sigma activities are typically called "black belts
FALSE
Costs of recalls and warranty claims are classified as internal failure costs
FALSE
Empathy relates to the "knowledge and courtesy of service providers and their ability to convey trust and confidence
FALSE
ISO 9000 is best used by firms with mature quality systems as a means of refining their quality practices
FALSE
ISO 9000 is mainly used in the United States
FALSE
Joseph Juran preached the "14 Points" for management in his quality philosophy
FALSE
The cost of quality refers to the out of pocket costs that customers incur if they receive a poor quality good or service
FALSE
W. Edward Deming believed that higher quality leads to higher costs, but to even higher market share
FALSE
W. Edward Deming believed that productivity would improve by setting numerical quotas
FALSE
W. Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper management.
FALSE
Zero defects is achieved by identifying defects in production processes and fixing them
FALSE
Juran proposed a major cultural change in organizations seeking to improve quality by advocating his 14 Points.
False
Quality costs involving testing and inspection are classified as prevention costs.
False
Responsiveness, one of the dimensions of service quality, is defined as caring, individual attention a firm provides its customers.
False
The application of Six Sigma is suited only for small manufacturing firms as it is not scalable.
False
The overall definition of quality is simply ensuring that goods and services consistently conform to specifications.
False
The term "six sigma" is based on a statistical measure that equates to at most 6.4 errors or defects per million opportunities.
False
The Deming philosophy focuses on bringing about improvements in product and service quality by reducing uncertainty and variability in goods and services design and associated processes
TRUE
The Gap Model helps managers to link quality management practices within the value chain to customer expectations
TRUE
ISO 9000 definition of quality system standards is based on the premise that certain generic characteristics of management practice can be standardized and that a well-designed, well-implemented and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements
TRUE
In Six Sigma terminology, a defect is any mistake or error that is passed on to the customer
TRUE
In the act stage of the Deming cycle, improvements become standardized and the plan is implemented as a "current best practice" and communicated throughout the organization
TRUE
In the define phase of the Six Sigma DMAIC problem-solving approach, teams identify critical to quality (CTQs) characteristics considered by the customer to have the most impact on quality
TRUE
Performance standards in services are analogous to manufacturing specifications
TRUE
Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service delivery process
TRUE
Six Sigma quality is based on a statistical measure that seeks to achieve at most 3.4 errors or defects per million opportunities
TRUE
To get top management's attention about quality issues, it is useful to measure quality in monetary terms rather than from the operational perspective on the number of defects and nonconformances
TRUE
Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out
TRUE
Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of poka-yoke
TRUE
A cause-and-effect diagram is often called a fishbone diagram.
True
Many applications of poka-yoke are usually inexpensive to implement.
True
The Deming philosophy focuses on bringing about improvements in product and service quality by reducing variability in goods and services design and associated processes.
True
The ISO 9000:2000 standards are intended to apply to all types of businesses, including electronics and chemicals, and to services such as health care, banking, and transportation.
True
The cost of quality refers to the costs incurred as a result of poor quality.
True
