Podcast
Questions and Answers
Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.
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.
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?
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?
Which of the following is not a dimension of quality?
Signup and view all the answers
Which quality term refers to the degree to which the product or service design specifications are met?
Which quality term refers to the degree to which the product or service design specifications are met?
Signup and view all the answers
Which of the following people was not considered one of the quality gurus?
Which of the following people was not considered one of the quality gurus?
Signup and view all the answers
The Baldrige Quality Award is given annually in all of these categories except?
The Baldrige Quality Award is given annually in all of these categories except?
Signup and view all the answers
What term refers to the inherent value of the product in the marketplace?
What term refers to the inherent value of the product in the marketplace?
Signup and view all the answers
To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?
To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?
Signup and view all the answers
Brand name recognition is an example of which dimension of quality?
Brand name recognition is an example of which dimension of quality?
Signup and view all the answers
A product can have high design quality with low conformance quality, and vice versa.
A product can have high design quality with low conformance quality, and vice versa.
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
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
Signup and view all the answers
The cost of quality involves the cost of
The cost of quality involves the cost of
Signup and view all the answers
When a service is being provided, who is typically responsible for ensuring quality at the source?
When a service is being provided, who is typically responsible for ensuring quality at the source?
Signup and view all the answers
Which dimension of design quality refers to the ease of repair?
Which dimension of design quality refers to the ease of repair?
Signup and view all the answers
Which of the following are assumptions that justify the costs of quality?
Which of the following are assumptions that justify the costs of quality?
Signup and view all the answers
Expenditures related to achieving product or service quality include all of the following except:
Expenditures related to achieving product or service quality include all of the following except:
Signup and view all the answers
Total quality management became a national concern in the United States during what decade?
Total quality management became a national concern in the United States during what decade?
Signup and view all the answers
Which type of quality cost deals with scrap, rework and repair?
Which type of quality cost deals with scrap, rework and repair?
Signup and view all the answers
The cost of quality has been estimated at what percentage of every sales dollar?
The cost of quality has been estimated at what percentage of every sales dollar?
Signup and view all the answers
The general belief is that the correct cost for a well-run quality management program is under
The general belief is that the correct cost for a well-run quality management program is under
Signup and view all the answers
Cost of quality (COQ) is a primary function for the
Cost of quality (COQ) is a primary function for the
Signup and view all the answers
Warranty costs and customer complaints are examples of which type of quality cost?
Warranty costs and customer complaints are examples of which type of quality cost?
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?
According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?
Signup and view all the answers
Which is the ISO certification regarding quality management requirements in business-to-business dealings?
Which is the ISO certification regarding quality management requirements in business-to-business dealings?
Signup and view all the answers
Often, a(n) __________ in productivity occurs as a by-product of efforts to reduce the cost of quality.
Often, a(n) __________ in productivity occurs as a by-product of efforts to reduce the cost of quality.
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.
ISO _______________ standards are concerned with business-to-business transactions dealing with quality, while ISO _______________ standards are concerned with environmental management.
Signup and view all the answers
Which of the following is not a quality management principle in ISO 9000?
Which of the following is not a quality management principle in ISO 9000?
Signup and view all the answers
ISO 14000 has a three-pronged approach that includes
ISO 14000 has a three-pronged approach that includes
Signup and view all the answers
ISO, international standards for quality management and assurance, was developed by?
ISO, international standards for quality management and assurance, was developed by?
Signup and view all the answers
ISO 14000 addresses the need to be __________ responsible.
ISO 14000 addresses the need to be __________ responsible.
Signup and view all the answers
Which of the following is a quality management standard developed specifically for the automobile industry?
Which of the following is a quality management standard developed specifically for the automobile industry?
Signup and view all the answers
When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.
When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.
Signup and view all the answers
The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.
The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.
Signup and view all the answers
Which of the following is a quality management standard developed specifically for the telecommunications industry?
Which of the following is a quality management standard developed specifically for the telecommunications industry?
Signup and view all the answers
Which is the best form of ISO certification?
Which is the best form of ISO certification?
Signup and view all the answers
How many defects per million units are permitted to meet Six Sigma standards?
How many defects per million units are permitted to meet Six Sigma standards?
Signup and view all the answers
There are two aspects to analyzing the data for benchmarking, they are
There are two aspects to analyzing the data for benchmarking, they are
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.
Each step or activity, when using Six Sigma, a company performs represents an opportunity for a(n) _________ to occur.
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:
ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:
Signup and view all the answers
Which six sigma tool requires changing each individual variable to determine the most influential one?
Which six sigma tool requires changing each individual variable to determine the most influential one?
Signup and view all the answers
What covers the quantitative aspects of quality management?
What covers the quantitative aspects of quality management?
Signup and view all the answers
Which of the following is variation that is inherent in the process itself?
Which of the following is variation that is inherent in the process itself?
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?
In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?
Signup and view all the answers
Which of the following tools can be used in the Define step of the DMAIC cycle?
Which of the following tools can be used in the Define step of the DMAIC cycle?
Signup and view all the answers
Which of the following is variation that is caused by factors that can be clearly identified?
Which of the following is variation that is caused by factors that can be clearly identified?
Signup and view all the answers
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
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?
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?
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.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Description
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!
