Chapter 6
| 1. | 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 | |
| 2. | Cause-and-effect diagrams are also known as: | fish-bone charts | |
| 3. | A device that ensures production of a good unit every time is a | poka-yoke | |
| 4. | How might you measure service quality in a hotel? | all above – room avail by 3, accuracy of room, any unserviceable item in the room, number of minutes waiting to check in, response time for room service | |
| 5. | Inspections should not take place | after costly or irreversible processes | |
| 6. | Managing quality helps build successful strategies of: | differentiation, low cost, and response | |
| 7. | One hundred percent inspection | means that every part is checked to see whether or not it is defective | |
| 8. | A successful quality strategy begins with: | an organizational culture that fosters quality | |
| 9. | Which of the following costs is NOT a cost of quality? | Research and development | |
| 10. | Which of the following could reduce costs and increase profit? | increased productivity | |
| 11. | Which of the following determinants of service quality means the firm performs the service right the first time and that the firm honors its promises? | reliability | |
| 12. | Which of the following DOES NOT increase profit by improving quality? | higher warranty costs | |
| 13. | Which of the following does NOT increase profit by increasing quality? | higher warranty costs | |
| 14. | Which of the following is NOT an external failure cost? | scrap | |
| 15. | Which of the following is NOT one of the techniques used for building employee empowerment? | eliminate formal organization structures known as teams and quality circles |
| 16. | Which of the following is the Japanese term used to describe continuous improvement efforts? | kaizen | |
| 17. | Which of the following statements is NOT true regarding the importance of the role than 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 customer’s expectation | |
| 18. | Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline? | histogram |
Looking for a Similar Assignment? Order now and Get 10% Discount! Use Coupon Code "Newclient"
