Chapter 6 Homework-Quiz

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Managing quality helps build successful strategies of

diffeentiation, low cost, and response

Which of the following DOES NOT increase profit by improving quality?

higher warranty costs

The American Society for Quality defines quality as

the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs

Which of the following costs is not a cost of quality?

research and development

Which of the following is the Japanese term used to describe continous imporvement efforts?


Which of the following is NOT one of the techniques for building employee empowerment?

Eliminate formal organization structures such as teams and quality circles

Cause-and-effect diagrams are also known as

fish-bone charts or ishwaka charts

A device or technique that ensures production of a good unit every time is a


Inspections should NOT take place

after costly or irreversible processes

Which of the following determinants of service quality means the firm performs the service right the first time and the firm honors its promises?


Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality?

The manager may be able to influence the quality of the service but has little control over the customers expectation

Which of the following is NOT an external failure cost?


One hundred percent inspection

means that every part is checked to see whether or not it is defective

Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline?


To develop a standard or benchmark, firms need to start with

determining what to benchmark

Which of the following determinants of service quality means approachability and ease of contact?


Attribute inspection measures

if the product is good or bad

What is training and empowering frontline employees to solve a problem immediately?

service recovery

Which of the following could reduce costs and increase profit?

increased productivity

Taguchi’s quality loss function is based on a

quadratic equation

A successful quality strategy begins with

an organizational culure that fosters quality

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