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Chapter 6: Quality Improves Profitability

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Chapter 6: Quality Improves Profitability

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Questions and Answers

Which tool of TQM is used for organizing data and identifying problems?

Scatter diagram

Flowchart

Histogram

Pareto chart (correct)

What is the goal of Six Sigma in terms of defects per million opportunities?

7 defects per million

5 defects per million

3.4 defects per million (correct)

10 defects per million

Which quality award is given by the U.S. government to recognize achievements in quality and performance excellence?

Service Recovery Award

Malcolm Baldrige National Quality Award (correct)

ISO 9000 Award

TQM Excellence Award

What does Statistical Process Control (SPC) aim to do?

Monitor standards and take corrective actions in real time Signup and view all the answers

Which component of TQM involves focusing on service recovery to immediately solve problems?

Managing customer expectations vs. customer experience Signup and view all the answers

What is the primary focus of Total Quality Management (TQM)?

Improving products and services continuously Signup and view all the answers

What is the definition of quality according to ASQ?

Product characteristics & features that affect customer satisfaction Signup and view all the answers

Which of the following is NOT one of the Dimensions of Quality for Goods?

Competence Signup and view all the answers

What are the determinants of service quality?

Access, Courtesy, Credibility Signup and view all the answers

Which award recognizes and promotes high-quality goods and services in Canada?

CAE (Canadian Award of Excellence) Signup and view all the answers

Which category of Costs of Quality are considered positive and constructive?

Prevention costs Signup and view all the answers

What is user-based quality focused on?

Fitness for purpose as perceived by the consumer Signup and view all the answers