Chapter 9

Question 1

Charecteristics of product or service that impacts whether or not it can consistently meet or exceed customer expectations

Answer 1

Dimensions of Quality

Question 2

Dimension of Quality in relation to products (8)

Answer 2

1. Aesthetics
2. Conformance
3. Durability
4. Performance
5. Quality
6. Reliability
7. Serviceability
8. Special Features

Question 3

Dimensions of Quality in relation to services? (8)

Answer 3

1. Convince
2. Consistency
3. Courtesy
4. Time
5. Tangibles
6. Reliability

Question 4

Business Decisions that impact the ability of product or service to consistently? meet or exceed customer expectations?

Answer 4

Determinants of Quality

Question 5

Determinants of Quality-Types (4)

Answer 5

1. Conforming
2. Quality
3. Easy to use
4. Customer Service after the sale

Question 6

What are the three quality related costs?

Answer 6

1. Appraisal Costs- designed to uncover defects
2. Prevention Costs- designed to prevent defects
3. Failure Costs- internal costs and external costs

Question 7

A management philosophy that seeks to include everyone in the business in a continuous effort to improve quality?

Answer 7

TQM Total Quality Management

Question 8

TQM steps (5)

Answer 8

1. Research
2. Design product
3. Design Process
4. Track process
5. Extend quality management through supply chain

Question 9

Individuals responsible for promotion the importance and value of total quality management?

Answer 9

Quality Champions

Question 10

To solve problems by achieving a group consensus is a_________approach?

Answer 10

Team

Question 11

Making each employee responsible for his or her work the first time?

Answer 11

Source Quality

Question 12

Giving employees responsibility to make the improvements

Answer 12

Employee empowerment

Question 13

Decision making based on collection of and analysis of data?

Answer 13

Fact Based Decision making

Question 14

Studying a business and noticing it excelling in a certain area will lead you to the same in your business….

Answer 14

Benchmarking

Question 15

TQM Obstacles (4)

Answer 15

1. Some managers might believe in “quick fixes”
2. Short goals rather than long term goals
3. Poor communication
4. Lack of support, empowerment, plan, quality, customer focus

Question 16

What is used to diagram steps in a process?

Answer 16

Flow chart

Question 17

What is used to record and organize data to identify and understand problems?

Answer 17

Check sheet

Question 18

Used to determine if there is a correlation between values of two variables?

Answer 18

Scatter diagram

Question 19

Used to chart frequency distribution

Answer 19

Histogram

Question 20

Used to make sure focus is on the problem areas?

Answer 20

Pareto Analysis

Question 21

Structured approach to find the causes of the problem?

Answer 21

Cause and Effect Diagram

Question 22

Use to study time ordered values of a sample statistic to determine if process values are random or non random

Answer 22

Control charts

Question 23

What is a six sigma?

Answer 23

Process that is used to improve quality by eliminating defects, created in the ’80s

Question 24

What is a lean six sigma

Answer 24

Reduces defects similar to the six sigma but it also at the same time reduces resource use and time, created in the 2000s

Question 25

Informal group of employees that discuss ways to improve quality

Answer 25

Quality circles

Question 26

What is the ISO

Answer 26

International Standards Organization, it works to improve standards of products

Question 27

International standards for quality management and quality assurance

Answer 27

ISO 9000

Question 28

International standard for assessing a company’s environmental performance

Answer 28

ISO 14000

Question 29

What is quality?

Answer 29

Ability of a product to meet the customers expectations