Operations Chapter 10 Flashcards

Questions and Answers

Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.

True

Design quality is considered a(n) __________ for the firm.

strategic decision

The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?

Japan

Which of the following is not a dimension of quality?

Appraisal Signup and view all the answers

Which quality term refers to the degree to which the product or service design specifications are met?

Conformance Signup and view all the answers

Which of the following people was not considered one of the quality gurus?

Henry Ford Signup and view all the answers

The Baldrige Quality Award is given annually in all of these categories except?

Film industry Signup and view all the answers

What term refers to the inherent value of the product in the marketplace?

Design quality Signup and view all the answers

To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?

The person who does the work Signup and view all the answers

Brand name recognition is an example of which dimension of quality?

Perceived quality Signup and view all the answers

A product can have high design quality with low conformance quality, and vice versa.

True Signup and view all the answers

A purist view of the cost of quality is one that references all costs until 100% perfection is attained. A less stringent viewpoint is defined as

the difference between expected excellent performance and the current costs Signup and view all the answers

The cost of quality involves the cost of

warranties, rework, scrap Signup and view all the answers

When a service is being provided, who is typically responsible for ensuring quality at the source?

Location operations manager Signup and view all the answers

Which dimension of design quality refers to the ease of repair?

Serviceability Signup and view all the answers

Which of the following are assumptions that justify the costs of quality?

All of the above Signup and view all the answers

Expenditures related to achieving product or service quality include all of the following except:

Manufacturing costs Signup and view all the answers

Total quality management became a national concern in the United States during what decade?

1980s Signup and view all the answers

Which type of quality cost deals with scrap, rework and repair?

Internal failure costs Signup and view all the answers

The cost of quality has been estimated at what percentage of every sales dollar?

15-20% Signup and view all the answers

The general belief is that the correct cost for a well-run quality management program is under

2.5% Signup and view all the answers

Cost of quality (COQ) is a primary function for the

manufacturing manager Signup and view all the answers

Warranty costs and customer complaints are examples of which type of quality cost?

External failure costs Signup and view all the answers

According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?

appraisal, failure Signup and view all the answers

Which is the ISO certification regarding quality management requirements in business-to-business dealings?

ISO 9000 Signup and view all the answers

Often, a(n) __________ in productivity occurs as a by-product of efforts to reduce the cost of quality.

increase Signup and view all the answers

ISO _ standards are concerned with business-to-business transactions dealing with quality, while ISO _ standards are concerned with environmental management.

9000, 14000 Signup and view all the answers

Which of the following is not a quality management principle in ISO 9000?

Product design Signup and view all the answers

ISO 14000 has a three-pronged approach that includes

All of the above Signup and view all the answers

ISO, international standards for quality management and assurance, was developed by?

The International Organization of Standardization Signup and view all the answers

ISO 14000 addresses the need to be __________ responsible.

environmentally Signup and view all the answers

Which of the following is a quality management standard developed specifically for the automobile industry?

QS-9000 Signup and view all the answers

When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.

second party Signup and view all the answers

The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.

external Signup and view all the answers

Which of the following is a quality management standard developed specifically for the telecommunications industry?

TL 9000 Signup and view all the answers

Which is the best form of ISO certification?

Third party Signup and view all the answers

How many defects per million units are permitted to meet Six Sigma standards?

3.4 Signup and view all the answers

There are two aspects to analyzing the data for benchmarking, they are

Both A and B Signup and view all the answers

Each step or activity, when using Six Sigma, a company performs represents an opportunity for a(n) _________ to occur.

defect Signup and view all the answers

ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:

Generic and applicable to any organization Signup and view all the answers

Which six sigma tool requires changing each individual variable to determine the most influential one?

Design of experiments (DOE) Signup and view all the answers

What covers the quantitative aspects of quality management?

Statistical quality control (SQC) Signup and view all the answers

Which of the following is variation that is inherent in the process itself?

Common variation Signup and view all the answers

In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?

Analyze Signup and view all the answers

Which of the following tools can be used in the Define step of the DMAIC cycle?

Both A and B Signup and view all the answers

Which of the following is variation that is caused by factors that can be clearly identified?

Assignable variation Signup and view all the answers

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?

Pareto charts Signup and view all the answers

Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?

Failure mode and effect analysis Signup and view all the answers

Study Notes

Total Quality Management (TQM)

TQM requires addressing all dimensions of products and services relevant to customer preferences.

Quality Dimensions

Design quality is strategically important for firms.
Conformance refers to how well product specifications are met.
Perceived quality relates to brand name recognition.

Awards and Standards

The Malcolm Baldrige National Quality Award was established in response to U.S. quality issues relative to Japan.
Categories for the Baldrige Quality Award do not include the film industry.
ISO 9000 outlines quality management requirements for business-to-business transactions.
ISO 14000 focuses on environmental management standards.

Quality Costs

Types of quality costs include internal failure (e.g., scrap and rework) and external failure (e.g., warranty costs, customer complaints).
The estimated cost of quality is 15-20% of every sales dollar.
A well-run quality management program should cost less than 2.5%.
The principles justifying quality costs include the inevitability of failures, cost-effectiveness of prevention, and measurable performance.

Six Sigma and Process Improvement

Six Sigma allows for only 3.4 defects per million units.
DMAIC cycle steps include Define, Measure, Analyze, Improve, and Control, each addressing different facets of process improvement.
Common variation is inherent in processes, while assignable variation is due to identifiable factors.
Design of experiments (DOE) is a tool used to determine influential variables.
Statistical quality control (SQC) focuses on quantitative aspects of quality management.

Benchmarking and Certification

Second-party certification occurs when a customer audits its supplier's ISO certification.
External benchmarking compares a firm against top industry performers.
Third-party certifications are viewed as the most credible form of ISO certification.

Data Analysis Tools in Six Sigma

Pareto charts analyze problems based on the contribution of various components.
Failure mode and effect analysis (FMEA) is used to identify risks of potential process failures.
Flow charts and run charts can be used in the Define step of the DMAIC cycle.

Service Quality Management

In service industries, location operations managers ensure quality at the source.
Serviceability is the design quality dimension related to repair ease.

Quality Management Principles

ISO 9000 principles do not explicitly include product design as a quality management principle.
The increase in productivity can be a by-product of cost reduction efforts focused on quality.

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Test your knowledge of key concepts in Total Quality Management with these flashcards from Chapter 10. Covering essential principles such as design quality and the Malcolm Baldrige National Quality Award, this quiz will enhance your understanding of operational excellence. Perfect for revision and self-assessment!

Operations Chapter 10 Flashcards

Questions and Answers

Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.

Design quality is considered a(n) __________ for the firm.

The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?

Which of the following is not a dimension of quality?

Which quality term refers to the degree to which the product or service design specifications are met?

Which of the following people was not considered one of the quality gurus?

The Baldrige Quality Award is given annually in all of these categories except?

What term refers to the inherent value of the product in the marketplace?

To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?

Brand name recognition is an example of which dimension of quality?

A product can have high design quality with low conformance quality, and vice versa.

A purist view of the cost of quality is one that references all costs until 100% perfection is attained. A less stringent viewpoint is defined as

The cost of quality involves the cost of

When a service is being provided, who is typically responsible for ensuring quality at the source?

Which dimension of design quality refers to the ease of repair?

Which of the following are assumptions that justify the costs of quality?

Expenditures related to achieving product or service quality include all of the following except:

Total quality management became a national concern in the United States during what decade?

Which type of quality cost deals with scrap, rework and repair?

The cost of quality has been estimated at what percentage of every sales dollar?

The general belief is that the correct cost for a well-run quality management program is under

Cost of quality (COQ) is a primary function for the

Warranty costs and customer complaints are examples of which type of quality cost?

According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?

Which is the ISO certification regarding quality management requirements in business-to-business dealings?

Often, a(n) __________ in productivity occurs as a by-product of efforts to reduce the cost of quality.

ISO _______________ standards are concerned with business-to-business transactions dealing with quality, while ISO _______________ standards are concerned with environmental management.

Which of the following is not a quality management principle in ISO 9000?

ISO 14000 has a three-pronged approach that includes

ISO, international standards for quality management and assurance, was developed by?

ISO 14000 addresses the need to be __________ responsible.

Which of the following is a quality management standard developed specifically for the automobile industry?

When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.

The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.

Which of the following is a quality management standard developed specifically for the telecommunications industry?

Which is the best form of ISO certification?

How many defects per million units are permitted to meet Six Sigma standards?

There are two aspects to analyzing the data for benchmarking, they are

Each step or activity, when using Six Sigma, a company performs represents an opportunity for a(n) _________ to occur.

ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:

Which six sigma tool requires changing each individual variable to determine the most influential one?

What covers the quantitative aspects of quality management?

Which of the following is variation that is inherent in the process itself?

In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?

Which of the following tools can be used in the Define step of the DMAIC cycle?

Which of the following is variation that is caused by factors that can be clearly identified?

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?

Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?

Study Notes

Total Quality Management (TQM)

Quality Dimensions

Awards and Standards

Quality Costs

Six Sigma and Process Improvement

Benchmarking and Certification

Data Analysis Tools in Six Sigma

Service Quality Management

Quality Management Principles

Studying That Suits You

Description

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