Operations Management: Chapter 6 Quiz

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Questions and Answers

What is the main focus of Chapter 6 of the Operations Management book?

Describing ISO international quality standards

Explaining Six Sigma

Defining quality and TQM (correct)

Discussing the role of inspection

How many babies does Arnold Palmer Hospital deliver annually?

Over 25,000

Over 10,000 (correct)

Over 15,000

Over 20,000

Which of the following is NOT employed by Arnold Palmer Hospital as part of their quality tools?

Employee empowerment

Cost leadership (correct)

Continuous improvement

Benchmarking

What are the seven tools of TQM used for?

Process improvement Signup and view all the answers

Which concept is used to explain quality robust products in TQM?

Taguchi concepts Signup and view all the answers

What is the main outcome of using JIT (Just-in-time) at Arnold Palmer Hospital?

Reduced inventory holding costs Signup and view all the answers

What does the ISO 9000 standard encourage?

Detailed documentation and recordkeeping Signup and view all the answers

What does the Malcolm Baldrige National Quality Award aim to promote?

Total Quality Management (TQM) practices Signup and view all the answers

According to the text, what are the implications of quality on company reputation?

Perception of new products, employment practices, and supplier relations Signup and view all the answers

What are the two ways quality improves profitability?

Differentiation and low cost Signup and view all the answers

What is the objective of an operations manager according to the text?

To build a total quality management system that identifies and satisfies customer needs Signup and view all the answers

What is the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs called?

Quality Signup and view all the answers

What are the categories on which Baldrige Award applicants are evaluated?

Leadership, strategic planning, customer focus, measurement, analysis, workforce focus, operations focus, and results Signup and view all the answers

What is the purpose of the ISO 9000 standard's 2018 revision?

To give guidelines for enhancing an organization’s ability to achieve sustained success Signup and view all the answers

What are the different views of quality according to the text?

User based: better performance, more features Manufacturing based: conformance to standards, making it right the first time Product based: precise and measurable attributes of the product Signup and view all the answers

Study Notes

Chapter 6 Overview

Focuses on quality management in operations, emphasizing tools and frameworks for ensuring product and service excellence.

Arnold Palmer Hospital Delivery Statistics

The hospital delivers approximately 12,000 babies annually.

Quality Tools Employed by Arnold Palmer Hospital

NOT using Six Sigma as part of their quality tools.

Seven Tools of TQM

Used for problem-solving and process improvement in Total Quality Management (TQM).

Quality Robust Products in TQM

The concept of Design for Six Sigma (DFSS) is utilized to explain quality robust products.

Outcomes of Just-in-Time (JIT) at Arnold Palmer Hospital

JIT implementation leads to reduced inventory costs and improved efficiency in patient care processes.

ISO 9000 Standard Encouragement

Encourages organizations to establish a quality management system and continuous improvement processes.

Malcolm Baldrige National Quality Award

Aims to promote quality awareness and recognize U.S. organizations for performance excellence.

Quality Implications on Company Reputation

High-quality standards lead to enhanced company reputation, customer loyalty, and competitive advantage.

Ways Quality Improves Profitability

Increases customer satisfaction leading to repeat business.
Reduces costs associated with rework and defects.

Objective of an Operations Manager

To ensure operational efficiency while maintaining product and service quality.

Definition of Quality

Defined as the totality of features and characteristics of a product or service that meets stated or implied needs.

Baldrige Award Evaluation Categories

Evaluated on Leadership, Strategy, Customers, Measurement, Analysis, and Knowledge Management, Workforce, Operations, and Results.

Purpose of ISO 9000 Standard's 2018 Revision

To align the standard with modern business practices and enhance the focus on results-oriented quality management.

Different Views of Quality

Quality can be viewed from various perspectives: as excellence, value, conformance to specifications, and customer satisfaction.

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Description

Test your knowledge of Chapter 6 'Managing Quality' from the book 'Sustainability and Supply Chain Management Fourteenth Edition'. The quiz covers topics such as defining quality, total quality management, tools of TQM, the role of inspection, and TQM in services.