Managing quality helps build successful strategies of
diffeentiation, low cost, and response
Which of the following DOES NOT increase profit by improving quality?
higher warranty costs
The American Society for Quality defines quality as
the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
Which of the following costs is not a cost of quality?
research and development
Which of the following is the Japanese term used to describe continous imporvement efforts?
kaizen
Which of the following is NOT one of the techniques for building employee empowerment?
Eliminate formal organization structures such as teams and quality circles
Cause-and-effect diagrams are also known as
fish-bone charts or ishwaka charts
A device or technique that ensures production of a good unit every time is a
poka-yoke
Inspections should NOT take place
after costly or irreversible processes
Which of the following determinants of service quality means the firm performs the service right the first time and the firm honors its promises?
reliability
Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality?
The manager may be able to influence the quality of the service but has little control over the customers expectation
Which of the following is NOT an external failure cost?
scrap
One hundred percent inspection
means that every part is checked to see whether or not it is defective
Which of the following TQM tools would be best suited for displaying the number of students majoring in each business discipline?
histogram
To develop a standard or benchmark, firms need to start with
determining what to benchmark
Which of the following determinants of service quality means approachability and ease of contact?
access
Attribute inspection measures
if the product is good or bad
What is training and empowering frontline employees to solve a problem immediately?
service recovery
Which of the following could reduce costs and increase profit?
increased productivity
Taguchi’s quality loss function is based on a
quadratic equation
A successful quality strategy begins with
an organizational culure that fosters quality
x

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