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Operations Mngt > Chapter 9 > Flashcards

Chapter 9 Flashcards

1
Q

___ refers to the ability of a product/service to meet/exceed customer requirements/expectations

A

Quality

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2
Q

“The Father of Scientific Management”

A

Frederick Winslow Taylor

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3
Q

Frederick W. Taylor gave new emphasis to quality by:

A
  • Including product inspection
  • Gauging in his list of fundamental areas of manufacturing management
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4
Q

What is the concept “zero defects”?

A

Focused on employee motivation and awareness, and the expectation of perfection from each employee

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5
Q

An embargo on oil sales instituted by the _____ caused an increase in energy costs and lead to more interest in fuel efficient cars

A

Organization of Petroleum Exporting Countries (OPEC)

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6
Q

“The Father of Statistical Quality Control”

A

Walter Shewhart

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7
Q

Walter Shewart developed ____.

A

Control charts for analyzing the output of processes to determine when corrective action was necessary

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8
Q

What is the Deming Price?

A

Awarded annually to firms that distinguish themselves with quality management programs

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9
Q

What are Deming’s 14 points?

A

Deming’s famous list he believed were the prescription needed to achieve quality in an organization

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10
Q

What is Joseph Juran’s trilogy consist of?

A

1) Quality Planning
2) Quality Control
3) Quality Improvement

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11
Q

What is Quality Planning according to Joseph Juran?

A

Necessary to establish processes that are capable of meeting quality standards

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12
Q

What is Quality Control according to Joseph Juran?

A

Necessary in order to know when corrective action is needed

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13
Q

What is Quality Improvement according to Joseph Juran?

A

Necessary to help find better ways/processes of doing things

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14
Q

Who was instrumental in advancing the “cost of nonconformance” approach?

A

Armand Feigenbaum

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15
Q

____ developed the concept of zero defects and popularized “Do it right the first time”

A

Philip Crosby

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16
Q

What is Kaoru Ishikawa’s key contribution?

A

Cause-and-effect diagrams; quality circles

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17
Q

What is Genichi Taguchi’s key contribution?

A

Taguchi loss function - involves a formula for determining the cost of poor quality

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18
Q

What are Ohno and Shingo’s key contribution?

A

Methods of kaizen = continuous improvement

19
Q

What are the 9 dimensions of Product Quality?

A

1) Performance
2) Aesthetics
3) Special features
4) Conformance
5) Reliability
6) Durability
7) Perceived Quality
8) Serviceability
9) Consistency

20
Q

What are the 9 dimensions of Service Quality?

A

1) Convenience
2) Reliability
3) Responsiveness
4) Time
5) Assurance
6) Courtesy
7) Tangibles
8) Consistency
9) Expectations

21
Q

If customers participate in a service system (self service), there can be ____.

A

Increased potential for a negative perception of quality

22
Q

What is SERVQUAL?

A

An instrument designed to obtain feedback on an organization’s ability to provide quality service to customers

23
Q

What are the 4 primary determinants of Quality?

A

1) Design
2) How well the product conforms to design
3) Ease of use
4) Service after delivery

24
Q

____ refers to the intention of designers to include or exclude certain features in a product or service

A

Quality of design

25
Q

____ refers to the degree to which goods and services conform to the intent of the designers

A

Quality of Conformance

26
Q

___ is ultimately responsible for quality

A

Top Management

27
Q

What are appraisal costs?

A

Costs of activities designed to ensure quality or uncover defects

Ex: Cost of inspectors, testing, audits

28
Q

What are prevention costs?

A

Costs of preventing defects from occurring

Ex: Planning and administration systems, quality control procedures

29
Q

What are failure costs?

A

Costs caused by defective parts or products or by faulty service

30
Q

What are examples of internal failures?

A

Faulty equipment
Incorrect methods
Defective material

31
Q

What are external failures?

A

Are defective products or poor service that go undetected by the producer

32
Q

What is the Return on Quality (ROQ) approach?

A

Evaluates the financial return of investment in quality

33
Q

What does ISO 9000 pertain to?

A

Quality Management

34
Q

What does ISO 14000 concerns?

A

What an organization does to minimize harmful effects to the environment caused by its operations

35
Q

What three major areas does the standards of ISO 14000 bear upon?

A

1) Management systems
2) Operations
3) Environmental systems

36
Q

What does ISO 24700 pertain to?

A

Quality and performance of office equipment that contains reused components

37
Q

_____ is a philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.

A

Total Quality Management (TQM)

38
Q

What is Fail-safing?

A

Incorporating design elements that prevent incorrect procedures

39
Q

The philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs is called?

A

Continuous Improvement

40
Q

The philosophy of studying successful operations from other companies so you can improve your own operation

A

Competitive Benchmarking

41
Q

____ refers to the philosophy of making each worker responsible for the quality their work

A

Quality at the Source

42
Q

What are the 7 basic quality tools?

A

1) Flowcharts
2) Check Sheets
3) Histograms
4) Pareto Analysis
5) Scatter Diagrams
6) Control Chart
7) Cause and Effect Diagrams

43
Q

___ is a technique for focusing attention on the most important problem areas

A

Pareto Analysis

44
Q

What is a chart used in getting a sense of the distribution of observed values

A

Histograms

Operations Mngt (8 decks)

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