Chapter 6 Flashcards
ISO 9000
a set of quality standards developed by the international organization for standardization (ISO)
cost of quality (COQ):
the cost of doing things wrong- that is, the price of nonconformance.
total quality management (TQM) :
management of an entire organization so that it excels in all aspects of products and services that are important to the customer.
PDCA:
a continuous improvement model of plan, do, check, act.
Six sigma:
a program to save time, improve quality, and lower costs.
employee empowerment:
enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization.
quality circle:
a group of employees meeting regularly with a facilitator to solve work-related problems in their work area.
Benchmarking:
selecting a demonstrated standard of performance that represents the very best performance for a process or an activity.
quality robust:
products that are consistently built to meet customer needs in spite of adverse conditions in the production process.
Quality loss function (QLF):
A mathematical function that identifies all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants.
Target-oriented quality
a philosophy of continuous improvement to bring a product exactly on target.
cause-and-effect diagram:
a schematic technique used to discover possible locations of quality problems.
pareto charts:
a graphic way of classifying problems by their level of importance, often referred to as the 80-20 rule.
flowcharts:
block diagrams that graphically describe a process or system.
Statistical process control (SPC)
a process used to monitor standards, make measurements, and take corrective action as a product or service is being produced.
Control charts:
Graphic presentations of process data over time, with predetermined control limits.
Inspection:
a means of ensuring that an operation is producing at the quality level expected.
source inspection:
controlling or monitoring at the point of production or purchase - at the source.
Poka-yoke
literally translated “foolproof” ; it has come to a mean a device or technique that ensures the production of a good unit every time.
Checklist:
a type of poka-yoke that lists the steps needed to ensure consistency and completeness in a task.
Attribute inspection:
an inspection that classifies items as being either good or defective.
variable inspection:
classifications of inspected items as falling on a continuum scale, such as dimension or strength.
service recovery:
training and empowering frontline workers to solve a problem immediately.
A bank kiosk in a supermarket is a good example of a:
new service for current markets
A job shop usually involves:
small lot sizes
ATM’s would be considered:
channel development
Which of the following type of processes would be used to produce gasoline and petroleum products?
continuous processing.
New items on a restraunt menu would be considered:
window dressing.
Which of the following is a radical service?
new services for current markets
service systems with high customer contact:
are usually more difficult to control
Which of the following is a benefit of faster new product introduction?
Delaying competitors by setting new industry standards.
The most resource intensive phase of the new service development process is:
development.
The product-process matrix most directly illustrates trade-offs between which of the following?
Flexibility vs. Cost
In the new product development process, which of these plays a less significant role?
Accounting/Finance
A mass assembly line process usually involves:
High fixed cost and low variable costs.
Which of the following is an example of an internal service?
a school custodian
Part of Quality Function Deployment that uses customer feedback for product design:
is also called the “house of quality”.
New courses at a university is a good example of a:
service line extension
A new service with a high degree of content change and a high degree of delivery change is categorized as:
revolutionary.
Which of the following is an incremental service?
Style change.
Which of the following factors contributes to successful product design?
Using engineers/designers exclusively in the design phase.
Service systems with high customer contact:
are usually more difficult to control.
The need for new goods and services is driven by:
increased competition from foreign countries
Automobile assembly is an example of an:
mass assembly process.
Which of the following most closely relates to a reactive system?
Face to face contact.
Which of the following is a major reason for the significant increase in foreign competition?
Advances in telecommunications.
Which of the following most closely related to a reactive system?
Face to face contact, total customization.
Which one of the following could best be run as an internal services system?
A university billing office.
In this chapter, quality is defined as:
the totality of features and characteristics of a product or service.
ISO 9000 is an international standard that addresses:
quality management systems.
If 1 million passengers pass through the Jacksonville Airport with check baggage every year, a successful six sigma program for baggage handling would result in how many passengers with misplaced luggage?
3.4
The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as:
benchmarking.
The taguchi method includes all except which of the following major concepts?
Employee involvement.
The seven tools of total quality management are:
- check sheets
- scatter diagrams
- cause-and-effect diagrams
- pareto charts
- flowcharts
- histograms
- SPC charts
The seven concepts for an effective TQM program are:
- continuous improvement
- six sigma
- employee empowerment
- benchmarking
- just-in-time (JIT)
- Taguchi concepts
- knowledge of TQM tools
Quality:
the ability of a product or service to meet customer needs
