Which Term Refers To Measuring Products And Services Against Established Standards
Chapter ix: Management of Quality
Chapter 9 focuses on the importance of quality. It discusses diverse concepts and tools that tin be used to achieve high quality and continuous improvement. Broadly defined, quality refers to the ability of a production or service to consistently meet or exceed customer requirements or expectations. Different customers will have different expectations, so a working definition of quality is customer-dependent. When discussing quality one must consider design, production, and service. In a culmination of efforts, it begins with careful cess of what the customers want, so translating this information into technical specifications to which goods or services must accommodate. The specifications guide product and service pattern, process design, product of goods and delivery of services, and service after the sale or delivery.
Some of these consequences of poor quality include loss of business, liability, decreased productivity, and increased costs. Still, good quality has its own costs, including prevention, appraisal, and failure. A contempo and more constructive approach is discovering ways to prevent problems, instead of trying to set them one time they occur.This will ultimately decrease the cost of good quality in the long run.
There are several costs associated with quality:
Appraisal costs – costs of activities designed to ensure quality or uncover defects
Prevention costs – costs of prevention defects from occurring
Failure costs – Costs acquired by lacking parts or products or by faulty services
Internal failures – failures discovered during production
External failures – failures discovered later on delivery to the customer
Return on quality (ROQ) – an approach that evaluates the fiscal return of investments in quality
Chapter nine discusses primal contributors of quality management and several awards for companies who possess traits of splendid quality management. This chapter defines total quality management (TQM) every bit a philosophy that involves anybody in the organization in a continual effort to improve quality and reach customer satisfaction. This philosophy concentrates on continuous improvement and quality at the source. Half dozen sigma is a concept that stresses improving quality, reducing costs, and increasing client satisfaction. Lastly, this chapter gives several examples of quality tools, which include flowcharts, check sheets, histograms, pareto analysis, scatter diagrams, controls charts, and cause-and-effect diagrams.
Successful direction of quality requires that managers have insights on various aspects of quality. These include defining quality in operational terms, understanding the costs and benefits of quality, recognizing the consequences of poor quality and recognizing the need for ethical behavior.
Understanding dimensions that customers apply to judge the quality of a product or service helps organizations meet customer expectations.
Dimensions of Product Quality
• Performance– main characteristics of the production
• Aesthetics– appearance, feel, odour, gustation
• Special features– actress characteristics
• Conformance– how well the product conforms to design specifications
• Reliability– consistency of performance
• Durability– the useful life of the production
• Perceived quality– indirect evaluation of quality
• Service-ability– handling of complaints or repairs
Dimensions of Service Quality
• Convenience– the availability and accessibility of the service
• Reliability– ability to perform a service dependably, consistently, and accurately
• Responsiveness– willingness to help customers in unusual situations and to bargain with issues
• Fourth dimension– the speed with which the service is delivered
• Balls– knowledge exhibited by personnel and their ability to convey trust and confidence
• Courtesy– the way customers are treated by employees
• Tangibles– the concrete appearance of facilities, equipment, personnel, and communication materials
• Consistency– the power to provide the same level of good quality repeatedly
The Determinants of Quality
Quality of Pattern – intention of designers to include or exclude features in a production or service. The starting indicate of producing quality in products begins in the "pattern phase". Designing decisions may involve product or service size, shape and location. When making designs, designers must go along in mind customer wants, production or service capabilities, condom and liability, costs, and other like considerations.
Quality of conformance- refers to the degree to which goods and services adapt to the intent of the designer. Quality of conformance can easily be affected past factors like: adequacy of equipment used, skills, preparation, and motivation of workers, extent to which the pattern lends itself to production, the monitoring process to appraise conformance, and the taking of corrective action.
Ease of use – refers to the ease of usage of the product or services for the customers. The term "ease of use" refers to user instructions. Designing a product with "ease of use" increases the chances that the product will be used in its intended design and it volition proceed to function properly and safely. Without ease of use, companies may lose customers, face sales returns, or legal bug from product injuries. Ease of use too applies to services. Manufacturers must make sure that directions for unpacking, assembling, using, maintaining, and adjusting the product are included. Directions for "What to do when something goes wrong" should also be included. Ease of apply makes a consumer very happy and tin help retain customers.
Services offered to the customer subsequently delivery. There will exist times when products may fail or problems with usage may occur. This is when "Service later commitment" is important through recall and repairs of the product, aligning, replacement or buys dorsum, or reevaluation of a service.
Having skilful quality is a competitive advantage against others who offer like products or services in the marketplace.
In addition, skillful quality can:
- Raise Company'southward Reputation
- Rationalize Premium Prices
- Decrease Liability Costs
- Increase Productivity
- Increase Client Loyalty
- Increase Customer Satisfaction
Consequence'due south include:
- loss of business and existing market share
- legal liability
- lack of productivity
- increased costs
Failure to meet quality standards can damage a company's paradigm, reputation or pb to external criticism. In the manufacturing field, the quality of raw materials or equipment tin can touch the whole manufacturing process. If defects or poor quality are non detected on time, companies may face diverse costs to solve bug. Discovering and fixing issues on fourth dimension reduces costs. Quality costs include prevention (forbid defects from occurring past planning system, preparation and command procedures), appraisal (ensure quality or uncover defects by inspections, testings and audits), and failure (caused past defective parts, products or past faulty services discovered during the production process – internal or after delivery to the customer – external).
Iii well- known awards given annually to recognize quality are:
i. Baldrige Honor (given by the U.S. government)
2. European Quality Honour
3. Deming Prize (established past the Japanese).
There are also worldwide known quality certifications like ISO 9000 (which is a set of international standards on quality direction and quality assurance, critical to international concern) and ISO 14000 (a set of international standards for assessing a company's ecology performance).
Total quality management (TQM) is a abiding pursuit of quality that involves anybody in an system. The driving forcefulness is customer satisfaction; a key philosophy is continuous improvement. The Japanese use the term kaizen to refer to continuous comeback. Training of managers and workers in quality concepts, tools, and procedures is an important aspect of TQM. Teams are an integral part of TQM. Two major aspects of the TQM arroyo are problem solving and process improvement. Six-sigma programs are a form of TQM. A vi-sigma improvement project typically has i or more objectives such every bit: reducing delivery fourth dimension, increasing productivity, or improving customer satisfaction. They emphasize the use of statistical and management science tools on selected projects to reach business results. In that location are 7 basic quality tools that an arrangement can utilise for problem solving and process improvements. A flowchart is a visual representation of a procedure. As a trouble-solving tool, a flowchart tin can help investigators in identifying possible points in a process where problems occur. The diamond shapes in the flowchart represent determination points in the process, and the rectangular shapes represent procedures. They show the management of "flow" of the steps in the process.arrows 
A cheque sheet is a simple tool frequently used for problem identification. Cheque sheets provide a format that enables users to record and organize data in a style that facilitates drove and analysis. 
A histogram can be useful in getting a sense of the distribution of observed values. Information technology is a nautical chart of an empirical frequency distribution.
Pareto assay is a technique for focusing attention on the most important trouble areas. The idea is to classify the cases according to degree of importance, and focus on resolving the virtually important, leaving the less of import. 
A scatter diagram can be useful in deciding if there is a correlation between the values of two variables. It is a graph that shows the degree and direction of relationship between two variables. A correlation may indicate to a cause of a trouble. 
A control nautical chart can be used to monitor a procedure to see if the procedure output is random. It can help detect the presence of correctable causes of variation. Information technology is a statistical chart of time-ordered values of sample statistic. 
A cause-and-result diagram offers a structured approach to the search for the possible cause(southward) of a problem. It is as well known as a fishbone diagram because of its shape, or an Ishikawa diagram, subsequently the Japanese professor who developed the approach to assist workers overwhelmed by the number of possible sources of issues when problem solving. This helps to organize problem-solving efforts by identifying categories of factors that might be causing issues. 
A run chart tin be used to track the values of a variable over time. This can aid in identifying trends or other patterns that may exist occurring. 
Important People in Quality
• Walter Shewart
– "father of statistical quality control"
– Control charts
– Variance reduction
• Westward. Edwards Deming
– Special vs. mutual cause variation
– The 14 points
— Deming Prize– Prize estabolished by the Japanese and awarded annually to firms that distinguish themselves with quality management programs.
• Joseph Juran
– Quality Control Handbook, 1951
– Viewed quality as fitness-for-employ
– Quality trilogy– quality planning, quality control, quality improvement
• Armand Feigenbaum
– Quality is a "full field"
– The customer defines quality
• Philip B. Crosby
– Zero defects
– Quality is Costless, 1979
• Kaoru Ishikawa
– Cause-and-issue diagram
– Quality circles
– Recognized the internal customer
• Genichi Taguchi
– Taguchi loss function
• Taiichi Ohno and Shigeo Shingo
– Developed philosophy and methods of kaizen
| Contributor | Cardinal Contributions |
| Shewhart | Control Charts; variance reduction |
| Deming | 14 points; special versus common causes of variation |
| Juran | Quality is fitness-for-use;quality trilogy |
| Feigenbaum | Quality is a total field; the client defines quality |
| Crosby | Quality is free; zero defects |
| Ishikawa | Cause-and-effect diagrams; quality circles |
| Taguchi | Taguchi loss function |
| Ohno and Shingo | Continuous comeback |
DIMENSIONS OF QUALITY
| Dimension | Case |
| Functioning | Everything works: fit and terminate, ride, handling, acceleration |
| Aesthetics | Exterior and interior blueprint |
| Features | Convenience: placement of gauges High tech: GPS organisation Rubber: anti-skid, airbags |
| Conformance | Automobile Matches manufacturer'south specifications |
| Reliability | Infrequent need for repairs |
| Durability | Useful life in miles, resistance to rust |
| Perceived quality | Top-rated |
| Serviceability | Ease of repair |
An emphasis on quality control heightened during WWII. Quality control and then evolved to quality assurance and is at present better known every bit a Strategic Arroyo, a tool for improving not but products only also processes and services. Quality can be thought of as the caste to which operation of a product or service meets or exceeds expectations. Quality should be measured differently for products and services, and therefore product and service quality are judged on their own set of dimensions. Responsibleness for overall quality lies with top direction. Elevation management must establish strategies, institute programs for quality, and motivate managers and workers. Well-nigh times managers are on a quest for the quality of an organization as a whole; this is referred to equally Total Quality Direction (TQM). TQM involves a continual effort for quality improvement by everyone in an organization. So in essence, for an organisation to meet and exceed goals of quality control the entire supply chain needs to exist involved.
Consequences of poor quality
There are numerous consequences with poor quality products which tin bear on a business and a customer in many unlike ways. Whether it is a pocket-size or big problem, the magnitude of the problem always affects someone at some bespeak. When a product is designed poorly or lacks in quality, customers recognize that very quickly, and information technology tin can quickly lead to a trouble for the business. Information technology does not matter whether the company is a product or a service oriented company because poor quality will e'er, most likely, create negative affects for the business firm. Eventaully, the depression cost input in the R&D section and the using cheaper materials volition lead to loss of concern . Therefore, due to the cost associated with satisfying the customer, it is best to fix problems in the design phase rather than dealing with it later on information technology's in the hands of a customer. The sooner the problem with a production or service is identified and remedied, the better!
Methods for Generating Ideas
Additional tools that are useful for problem solving and process control include:
- Brainstorming
- Analogousness diagram
- Quality circles
- Interviewing
- Benchmarking
- 5W2H approach
- Who
- What
- When
- Where
- Why
- How
- How much
Brainstorming is used to communicate thoughts and ideas without whatever criticism. Everyone has equal input and ideas are shared in society to facilitate trouble solving.
Affinity Diagram is used to arrange data into categories that may be analyzed. One of its uses is to grouping many responses to similar ideas. Information technology uses the right side of the brain (generates ideas) and the left side of brain (clarify and organize).
Quality Circles are usually breezy meetings between employees to exchange ideas and concerns about processes.
Interviewing is a tool used past managers to observe information from employees through Q & A sessions.
Benchmarking is tool for companies to set standards. It attempts to compare itself to the best in the industry in club to meet or exceed the standard fix. Usually uses these steps: 1. Identify process for comeback. 2. Identify arrangement that is the all-time at that process. three. Study that organisation. 4. Clarify information. five. Improve process at your organisation.
5W2H approach asks the questions what, why, where, when, who, how, and how much (5 W words and 2 H words). Its purpose is to ask the questions that volition lead to improving processes.
Responsibility for Quality
Top Management– has the ultimate responsibleness for quality. While they establish strategies for quality, they besides institute programs to meliorate quality; guide, direct, and motivate managers and workers; and set an example by being involved in quality initiatives.
Design– Quality products and services brainstorm with design.
Sales tin be lost when the products are not designed well and do not office correctly. Customers get turned off when that happens and may not desire to take chances buying the same brand again. Liability is an important area because in that location is the potential for damages or injures that could reflect badly on the visitor and and so damage control will need to be done to repair the company prototype and reputation. Productivity tin exist slowed when there are defects and poor quality considering fourth dimension must be spent to redo and fix these issues. Costs can be reduced by up to five times if bug are caught early in the process, compared to afterward in the production stages.
Questions to the chapter
1. Which quality certification pertains to set of international standard on quality management and quality assurance?
a) ISO 14000
b) ISO 24700
c) ISO 9000
d). ISO 27000
eastward) None of the above
two. Whose cardinal contribution included the crusade-and-event diagram (fishbone diagram)?
a) Joseph M. Juran
b) Kaoru Ishikawa
c) Armand Feigenbaum
d) Walter Shewhart
e) Genichi Taguchi
Show Answer
Answer: B (pg.411)
3. Which cost of quality involves the cost of preventing a defect from occurring?
a) Appraisal Costs
b) Failure Costs
c) Fixing Costs
d) Prevention Costs
eastward) Internal Costs
4. Which failures are discovered after delivery to customer?
a) External
b) Internal
c) Prevention
d) Quality
eastward) None of the above
five. Which method for generating ideas is a tool used to organize data into logical categories?
a)Brainstorming
b) Affinity Diagram
c) Quality Circles
d) Interviewing
e) Benchmarking
Bear witness Answer
Answer: B (pg.444)
half dozen. Which of the following is a consequence of poor quality?
a) loss of business
b) liability
c) productivity
d) costs
e) all of the above are correct
Show Reply
Reply: e) all of the above are correct PG. 418
7. Which of the following is true of the benefits of good quality?
a) enhanced reputation for quality
b) reduced productivity
c) lower liability cost
d) higher liability cots
e) both a & c are right
Show Answer
Answer: e) both a & c are correct pg. 418
8. The cost to fix a problem at the design or production stage, compared to at an earlier phase costs how many times more?
a) 1 fourth dimension
b) ii times
c) three times
d) 4 times
e) five times
Testify Respond
Answer e) five times PG 419
x. Productivity is closely related to which of the following?:
a) liability
b) costs
c) quality
d) express written warranties
eastward) defective products
Show Answer
Respond c) quality PG 418
11. What are the three costs that are associated with quality?
a) Appraisal costs, Prevention costs, Labor costs.
b) Appraisal costs, Prevention costs, Failure costs.
c) Appraisal costs, Prevention costs, Internal Failures costs.
d) Appraisal costs, Prevention costs, Total Costs.
east) Appraisal costs, Prevention costs, Overhead toll.
12. Which of the following are two major aspects of the TQM approach?
a) Continuous improvement and process comeback.
b) 6-sigma and continuous improvement.
c) Problem solving and process comeback.
d) Trouble solving and continuous comeback.
e) All of the above.
13. What is the Japanese term for continuous comeback?
a) kaizen
b) Ishikawa
c) fishbone
d) a. and c. are correct answers,
e) None of the above.
14. What are the iv basic steps in the PDSA cycle?
a) Problem, Conclusion, Solution, Accolade.
b) Design, Report, Plan, Do, Act.
c) Plan, Design, Check, Act.
d) Program, Practise, Written report, Deed.
east) None of the higher up.
xv. Which bones quality tool is focused on resolving the most of import problem?
a) Scatter diagram
b) Command chart
c) Pareto analysis
d) Cause-and-event diagram
e) Fishbone diagram
16. Which of the following is a Determinant of Product Quality?
a) Design
b) Product/Service conformity to pattern
c) Ease of Use
d) Service after commitment
e) All of the Higher up
Evidence Respond
Answer: E page 416
17. Which of the following doesn't refer to the term "Ease of Use"?
a) Increases the chances that production will be used for intended design
b) Production conforms to the intended designs
c) Instructions are included in the product
d) Product continues to part safely and properly
east) All of the above refers to "Ease of Use"
Bear witness Answer
Reply: B folio 417
18. Which is Not a Result of Poor Quality
a) Productivity
b) Loss of Business organization
c) Costs
d) Legal Liability
due east) None of the Above
Show Reply
Answer: E page 406
19. The consequences of poor quality products or services may result in:
a) Less Liability
b) Baldrige
c) Injuries and lacking output
d) Lower costs
e) Faster Productivity
Show Answer
Respond: C folio 419
twenty. I of the things Designers should consider when making a production is…
a) Customer preference
b) Company Costs
c) Production capabilities
d) A and C
due east) All of the Above
Prove Reply
Answer E page 419
21. Although closely associated with quality, this name is not on the list of quality gurus:
a) W. Edwards Deming
b) Philip Crosby
c) Malcolm Baldrige
d) J. M. Juran
e) Kaoru Ishikawa
Show Respond
Respond: Malcolm Baldrige (pg 409)
22. Which proper name is associated with management responsibility?
a) Deming
b) Crosby
c) Juran
d) Feigenbaum
e) Ishikawa
Show Respond
Reply: D. Feigenbaum (pg 411)
23. Which quality pioneer compiled a list of 14 points that he believed were imperative to achieve quality in an organization?
a) Deming
b) Crosby
c) Baldrige
d) Juran
e) Ishiikawa
Show Answer
Respond: A. Deming (pg 409)
24. Which one of these is a tool for gathering data?
a) Control chart
b) Fishbone diagram
c) Besprinkle diagram
d) Flowchart
e) Checksheet
Show Answer
Answer: E. Checksheet (pg 435)
25. Which one of these is a tool for problem solving?
a) Benchmarking
b) Crusade-and-issue diagram
c) Histograms
d) Scatter diagrams
eastward) Control charts
Bear witness Answer
Answer: Cause & Consequence Diagram (pg 439)
26. Which of these people are non considered one of the "gurus" who mapped out some of the foundations of modern quality management?
a) Walter Shewhart
b) Westward. Edwards Deming
c) Joseph M Juran
d) Philip B. Crosby
e) Charles P. Bonini
Show Answer
Respond is E (pg 409)
27. What is Vi Sigma best defined as:
a) A Japanese term for continuous improvement
b) A business organisation process for improving quality, reducing costs and increasing client satisfaction
c) Framework for problem solving and improvement activities
d) A diagram of the steps in a process
e) None of the Above
28. Which of the following is not a dimension of product quality?
a) Performance
b) Special features
c) Consistency
d) Conformance
eastward) Reliability
29. Philip B. Crosby identified central points in his concept of zero defects, which of the beneath is one of his key points?
a) Management must exist persistent in efforts to achieve skillful quality
b) Institute modern methods of training on the job
c) Quality products and services begin with design
d) Cost to remedy a problem is a major business concern in quality management
e) All the above.
30. Reducing one or more steps in a supply chain by cut out one or more than intermediaries is known equally:
a) Delayed differentiation
b) Cross-docking
c) Avoidance
d) Disintermediation
due east) Reverse logistics
31. What are the key elements of Deming's 14 points?
a) Continuance of purpose
b) Continual improvement
c) Profound knowledge
d) Decreasing labor costs
eastward) Only a, b, and c
Prove Answer
Answer: E (pg 409)
32. By how many times is it more costly to fix a problem at the customer end compared to the design stage?
a) 1x
b) 5x
c) 3x
d) 2x
e) 4x
Evidence Answer
Reply: B (pg.407)
33.Costs of activities designed to ensure quality or uncover defects are costs associated with?
a) external failures
b) failure costs
c) appraisal costs
d) prevention costs
e) internal failures
Show Answer
Reply: C (pg. 409)
35. What is known as performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability?
a) quality of design
b) quality of conformance
c) return on quality
d) dimensions of quality
east) Deming prize
Show Reply
Reply: D (pg. 403)
36.Which technique uses groups of people to share thoughts and ideas without any criticism?
a) Procedure Comeback
b) Benchmarking
c) Brainstorming
d) Interviewing
e) 5WH2
Show Answer
Answer: C (pg. 444)
37. Benchmarking uses which of the post-obit to meliorate standards?
a) Larger companies
b) Smaller companies
c) Competitors
d) Suppliers
e) Industry Leaders
Testify Answer
Answer: E (pg. 445)
38.Which methods asks seven questions to amend processes?
a) 5W2H
b) Affinity Diagram
c) Quality circles
d) Benchmarking
e) Brainstorming
Show Answer
Answer: A (pg. 446)
39. Control charts have which of the post-obit features?
a) Tabulated categories
b) Diagrams
c) Lower control limits
d) Upper control limits
e) Both C and D
Show Answer
Answer: Eastward (pg. 436)
xl. A Scatter diagram is useful when there is
a) I variable
b) Correlation betwixt variables
c) Multiple variables
d) NO Correlation betwixt variables
e) Variation
Show Answer
Answer: B (pg. 438)
41.What is Not the primary determinants of qualiy, which a product or a service successfully satisfies its intended purpose?
a) Ease of use
b) Cost
c) Design
d) Service afterward delivery
e) Pattern Conformity
Show Answer
Answer: b) Cost (Pg 416)
42.What is the correct definition of an appraisement cost?
a) toll of preventing defects from occurring
b) cost caused by lacking parts or products or by faulty services
c) An approach that evaluates the financial return of investments in quality
d) price of activities designed to ensure quality or uncover defects
east) all of the in a higher place
Show Answer
Answer: d) cost of activities designed to ensure quality or uncover defects. (Pg 420)
43.Which quality tool can exist useful in getting a sense of the distribution of observed values?
a) histogram
b) check canvas
c) besprinkle diagram
d) control chart
e) flow chart
Bear witness Answer
Respond: a) Histogram (Pg 435)
44. What footstep comes after "develop performance measures and collect data" and before "generate potential solutions" in the TQM trouble-solving process?
a) define the problem and establish an comeback goal
b) analyze the problem
c) choose a solution
d) implement the solution
eastward) monitor the solution to see if information technology accomplishes the goal
Show Answer
Answer: b) clarify the problem. (Pg433)
46. Who is known as the "father of statistical quality control?"
a) W. Edwards Deming
b) Walter Shewhart
c) Philip B. Crosby
d) Joseph K. Juran
e) Genichi Taguchi
Show Answer
Answer is B. (Pg 409)
47. Which of the post-obit is NOT a dimension of quality?
a) Functioning
b) Immovability
c) Aesthetics
d) Investment
e) Conformance
Show Respond
Answer is D. (Pages:412-413)
49. A statistical nautical chart of time-ordered values of a sample statistic is a:
a) Flowchart
b) Check sheet
c) Scatter Diagram
d) Cause-and-effect diagram
e) Command nautical chart
Evidence Answer
Answer is Eastward (Page:439)
l. What question is non included in the 5W2H approach?
a) Which
b) What
c) Why
d) Where
e) When
Show Respond
Respond is A (Page:446)
51. Which are included in the product quality?
a) Reliability
b) Durability
c) Convenience
d) a and b
e) All of the to a higher place
52. What are the determinants of quality?
a) Design
b) Ease of use
c)Service after commitment
d) The health of product to design
due east) All of the above
53.Which of the post-obit is not a consequence of poor quality?
a) productivity
b) liability
c) costs
d) speed
due east) All of the above
54. The appraisal costs means:
a) costs of preventing defects from occurring
b) costs caused by defective parts or products or by faulty services
c) costs of activities designed to ensure quality or uncover defects
d) costs related to defective products
e) neither one is correct.
55. A gear up of international standards for assessing a company's environmental performance is
a) ISO 14000
b) ISO 24700
c) IEC 24700
d) ISO 9000
e) None of the above
56. Which tool uses a diagram of the steps as a visual representation of a process?
a) PDSA Cycle
b) Flow Chart
c) Check Sail
d) Histogram
e) Besprinkle diagram
57. A run chart shows functioning over
a) speed
b) quantity
c) productivity
d) time
e) quality
59. All of the following are affected by poor quality EXCEPT — One more choice needed.
a. Loss of Business concern
b. Increased Liability
c. Decreased Costs
d. Increased Productivity
eastward. Customer loyalty
Bear witness Answer
Answer C (P418)
threescore. The Baldrige Award is an award given out for doing what?
a. Stimulate Efforts to improve quality
b. Recognize quality achievements
c. Publicize successful programs
d. All of the above (ABC)
e. None of the in a higher place
Show Reply
Answer D (Page 422)
61. Dimensions of quality include: Performance, Special Features, Reliability, Durability, Perceived quality, and ___.
a. Tested Quality, Usefulness
b. Ease of utilize, Aesthetics,
c. Conformance, Price
d. Aesthetics, Conformance
e. None of the above
Show Respond
Answer D (p412 definition)
62. Which quality tool uses a technique for classifying problem areas according to degree of importance, and focusing on the most important.
a. Pareto Analysis
b. Scatter Diagram
c. Control Nautical chart
d. Histogram
e. None of the above
63.) Which quality management principle(s) form the basis of the latest version of ISO 9000:
A.) A client focus
B.) Leadership
C.) A process arroyo
D.) Continual improvement
E.) All of the above
Show Answer
Answer is E (p.425)
64.) Which is the annual award given past the US government to recognize quality achievements of US companies?
A.) European Quality Award
B.) Deming Prize
C.) Baldrige Award
D.) Carlton Award
Due east.) Cadillac Honour
Prove Answer
Answer is C (p.422)
65) Problem solving, material and production losses, scrap, and reanimation are examples of:
A) Appraisement costs
B) Prevention costs
C) Internal failure costs
D) External failure costs
Due east) None of the higher up
Show Answer
Answer is C (p. 421)
66. 1 of the quality dimentions is this same for production and service. Which one?
a) special features
b) serviceability
c) reliability
d) courtesy
e)convenience
Show Answer
answer c (p.403)
67. Half dozen sigma is a procedure to :
a) improve quality
b) increase client satisfaction
c) reduce costs
d) all of the above
e) none of the above
Show Reply
answer d (p.418)
68.
Who contributed the continuous improvement aspect of quality?
a) Juran
b) Crosby
c) Ohno and Shingo
d) Ishikawa
e) Feigenbaum
Show Answer
answer c (p. 412)
69.
All of the following are consequences of Poor Quality EXCEPT
a) Liability
b) Loss of business organization
c) Toll
d) Straight feedback
e) a and d
Show Respond
respond d (p. 418)
lxx.
PDSA stands for
a) Plan Direct Study Deed
b) Plan Straight Simplify Human activity
c) Plan Practice Study Human activity
d) Participate Do Satisfy Deed
east) None of the above
Show Reply
answer c (p. 433)
71.
Which annual award is given by the U.S. government to recognize quality achievements of U.South. companies?
a) Deming Prize
b) Baldrige Honor
c) Juran Award
d) Taguchi Honour
eastward) None of the above
Testify Respond
answer b (p.422)
72.
Which blazon of cost relates to attempts to forestall defects from occurring?
a) Prevention Costs
b) Foreseeable Costs
c) Appraisal Costs
d) Failure Costs
e) None of the to a higher place
Testify Answer
answer a (p. 420)
Research the iii well-known awards (Baldridge Accolade, European Quality Laurels, Deming Prize) given annually to recognize quality. Pick one of the awards and one of the main evaluation criteria. Compare and Contrast this evaluation criterion for Apple tree and Microsoft. How would these two organizations score on this quality dimension? How would you propose improving the quality related to this criterion based on the material that is covered in this section?
Which Term Refers To Measuring Products And Services Against Established Standards,
Source: https://courses.lumenlearning.com/suny-opmanagement/chapter/4-1-productivity-and-total-quality-management/
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