SCM 303 Ch. 5

Identify the views of a progressive quality management approach.

1) Clear definition and recognition of the enlarged scope of decisions should be put forth to the frontline workers in a process. 2) Frontline workers need to have the knowledge required to make good decisions. 3) Frontline workers must be given both the responsibility and the authority to make decisions. 4) Frontline workers must have the resources required to make quality improvements.

Identify the differences between the DFSS (design for Six Sigma) and the DMAIC (define, measure, analyze, improve, control) processes.

1) DFSS makes use of design engineering tools, whereas DMAIC ideally works with actual product and operational data. 2) DFSS takes place in the development phase, whereas DMAIC takes place after a new product has been launched.

Identify the true statements about the major categories of costs.

1) In later stages of a supply chain, there is sometimes less ability to rework the product. 2) Failure costs include both the internal costs of defects found inside a company and the external costs of defects found by customers. 3) A defect found in later stages of a supply chain is much more costly than a defect found in earlier stages.

Identify the core values of quality management that are emphasized by the ISO 9000 certification.

1) It is customer-oriented, with a great emphasis placed on defining, meeting, and achieving customer satisfaction. 2) It emphasizes the role of leadership in engaging people to make improvements on a regular basis. 3) It emphasizes the importance of managing inter and intra-organizational relationships. 4) It places a high priority on evidence-based decision making.

Identify the true statements about ISO 9000.

1) It provides essentially the same function for business processes as financial accountants provide when they audit a company's financial transactions. 2) Its essential purpose is to ensure that operating processes are well documented, consistently executed, monitored, and improved. 3) It is applicable to all forms of organizations, irrespective of size or product offerings. 4) It was initially developed by the International Organization for Standardization to facilitate international trade.

Identify the true statements about Kaizen Improvement.

1) Kaizen is also known as Continuous Improvement. 2) It states that the long-term success of an organization occurs only when everyone in the firm identifies and implements improvements every day. 3) Pursuit of small improvements keeps people thinking about the process and its current operation.

Identify the true statements about the quality problems that arise in a total quality management.

1) Problem solving is most effective when decisions are based on the analysis of actual data. 2) In total quality management, problem prevention is emphasized than fixing problems after they occur. 3) Quality problems are often only solvable through the involvement of suppliers.

Identify the decisions and activities made by a manufacturing and service operations manager that have potential impact on the product quality.

1) Scheduling of work 2) Design of work policies 3) Design and execution of processing procedures 4) Management of facilities and equipment

The Plan-Do-Check-Act cycle is best defined as:

A method used to guide problem identification and solution.

Product Quality

A product's fitness for consumption in terms of meeting customers' needs and desires.

ISO 9000

A set of internationally accepted standards for business quality management systems.

Vulnerability, as applied in this chapter, is:

A system weakness

ISO 9000 Section 6, planning

Actions to address risks and opportunities, quality objectives and planning to achieve them, and planning of changes.

AS9000

Aerospace manufacturers

ISO/TS 16949

American and European automotive manufacturers

The definition of "Supply chain risk management"

As with related SCM definitions, there is not 100% agreement

ISO 9000 defines a set of internationally accepted standards for:

Business quality management

ISO/IED 90003

Computer software

_____ is a framework for quantifying the total cost of quality-related efforts and deficiencies.

Cost of quality

External Failure Costs

Costs associated with quality failures uncovered after products are delivered to customers.

Supply Chain Disruptions could impact:

Counterfeit product co-mingled in the marketplace, outgoing goods delays, incoming goods delays, and manufacturing operations planning software.

Identify some of the factors that affect the success of total quality management.

Crisis situation or compelling reason for change, strong/charismatic leadership, and trust between labor and management.

The focus of the first step in the DMAIC process is on:

Critical-to-quality characteristics.

"Zero defects" is a concept of quality management of which thought leader?

Crosby

At the heart of the Six Sigma program is a 5-step process called D-M-A-I-C. These letters denote a major activity that must be completed to achieve the objectives of Six Sigma. These activities are:

Define, Measure, Analyze, Improve, and Control.

Identify the steps involved in the Six Sigma approach.

Define, measure, analyze, improve, control

The idea that variability is the source of most quality problems was a major contribution of which quality management thought leader?

Deming

The plan-do-check-act cycle is also known as the ____ ____.

Deming Wheel/Cycle

Improve

Design and implement process changes that reduce variability.

What is not a cost of quality?

Design costs

_____ is a design approach that balances customer requirements with the constraints and capabilities of the supporting manufacturing and service processes.

Design for Six Sigma

An application of the DMAIC process to product design is known as:

Design for Six Sigma.

If a product includes features that customers care most about, we would say that it has high:

Design quality

Identify the values that characterize total quality management.

Employee empowerment, extended process view of operations, and emphasis on customer requirements.

(T/F) Design-for-Six-Sigma programs offer a set of quality standards accepted by all industries.

False

(T/F) Even small improvements often need large investments of capital.

False

(T/F) Quality dimensions are easy to measure for tangible goods, while they are difficult to measure for services.

False

(T/F) Service quality is unaffected by the interpersonal communications and experiences involved in a service.

False

The root cause of a supply chain disruption could be:

From a manufacturing nonconformity, from a natural disaster, intentional, or unintentional.

General supply chain risk management and supply chain disruption prevention is based on:

General quality management and risk management concepts

When consideration total cost of ownership and total product experience (TCO-TPE), supply chain risk management:

Helps balance the enterprise-wide decisions

Measure

Identify specific processes that create or influence critical-to-quality characteristics of a product and evaluate current levels of quality for each critical-to-quality characteristics.

TickIT

Information technology industry

Reliability

Intangible Service: Ability to perform the promised service dependably and accurately. Tangible Good: Length of time a product performs before it must be repaired.

Aesthetics

Intangible Service: Appearance of physical facilities, equipment, personnel, and communication materials. Tangible Good: Subjective assessment of a product's look, feel, sound, taste, or smell.

Perceived Quality

Intangible Service: Subjective assessment of the caring, individualized attention paid to customers. Tangible Good: Subjective assessment based on image, advertising, brand names, reputation, or other information indirectly associated with the product's attributes.

Responsiveness

Intangible Service: Willingness to help customers and provide prompt service. Tangible Good: Competence of product support in terms of installation, information, maintenance, or repair.

Total Quality Management:

Is managed proactively and focuses on the customer.

Standard Deviation

It is a measure of the variability or dispersion of a population, data set, or distribution.

Conformance Quality

It is a measure of whether or not a delivered product meets its design specification.

ISO 9000 Section 5, leadership

Policy and organizational roles, responsibilities, and authorities.

_____ costs are associated with efforts to prevent product defects and associated failure and appraisal costs.

Prevention

The types of costs included in a cost of quality analysis include:

Prevention, appraisal, and failure.

_____ is a management approach that establishes an organization-wide focus on quality.

Quality management

If a tangible good or service performs the promised function dependably, we say that it has high:

Reliability

ISO 9000 Section 8, operation

Requirements for products and services, design and development of products and services, control of externally provided processes, products, and services, and production and service provision.

ISO 9000 Section 7, support

Resources, competence, awareness, communication, and documented information.

_____ is a management program that seeks to improve the quality of process outputs by identifying and removing the cause of defects and variations in various processes.

Six Sigma

When consideration total cost of ownership and total product experience (TCO-TPE), supply chain risk management is a concept developed by:

Supply chain managers who were trying to evaluate their risks.

TL 9000

Telecom consortium

ISO 9000 Section 4, context of the organization

Understanding the needs and expectations of interested parties, determining the scope of the quality management system, and quality management system and its processes.

Supply chain disruptions are:

Unplanned and unanticipated

Define

Use inputs describing customer's needs and product functionality requirements to define critical-to-quality characteristics of a product.

Control

Use monitoring and adjustment systems to ensure that process variations remain minimized.

Identify the variations in repeated activities that are often the major sources of problems in operations processes.

Variations in marketing promotions, variability in the time taken to complete a task, and variations in a purchased material characteristic

Supply chain risk is a function of considerations such as:

Threat, vulnerability, consequence

____ ____ ____ is an integrated management business strategy aimed at embedding awareness of quality in all organizational processes.

Total quality management

The organizational structure in which the employees are at the bottom and the top management is on the top is known as ____ Organizational Structure.

Traditional

(T/F) TQM (Total quality management) has a heavy emphasis on decision making in cross-functional teams.

True

Analyze

Perform data based study to uncover root causes of process variations that lead to critical-to-quality defects.

ISO/TS 29001

Petroleum, petrochemical, and natural gas industries

The functions of a _____ are to select transport providers, develop tracking and other information systems, design packaging, storage, and material handling processes, and manage interactions with transportation providers.

Logistics manager

The TQM view of organizational structure states that:

Management must support employees.

ISO 13485

Medical industry

Product fraud (including counterfeiting, stolen goods, substandard or mislabeled products):

None of the below: - Is such a low likelihood that is can be ignored by SC managers - Is such a low consequence that it can be ignored by SC managers - Has countermeasures that are different from traditional SCM so it can be ignored by SC managers - Is the responsibility of a company's corporate security or packaging group.

_____ is a process for improving quality that describes the sequence used to solve problems and improve quality continuously over time.

Plan-do-check-act cycle