|
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? |
kaizen |
|
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 |
poka-yoke |
|
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? |
reliability |
|
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? |
scrap |
|
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? |
histogram |
|
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? |
access |
|
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 |
Share This
Flashcard
