chapter 9 Flashcards
Quality of design refers to the degree to which goods and services achieve the intent of the designers based on marketing and other information:
True
Regardless of superior quality, consumers will not pay premium prices.
False
Deming stresses that workers are primarily responsible for poor quality because very often they fail to follow instructions.
False
Broadly defined, quality refers to the ability of product or service to occasionally meet or exceed customer expectations.
False
Modern quality management emphasizes finding and correcting mistakes before they reach the customer–catching the errors before they are shipped.
False
Cost of inspectors, testing, test equipment, and labs are examples of prevention costs.
False
Because courtesy is subjective, it cannot be considered a factor in service quality.
False
TQM expands the traditional view of quality beyond looking only at the quality of the final product or service to looking at the quality of every aspect of the process
True
Juran describes quality management as a trilogy that consists of quality planning, quality control, and quality improvement
True
The dimensions of product and services quality are too abstract to be used as paramenters for product or services design
True
The 4 dimensions of quality that are sometimes used to determine fitness for use of a product are:
Performance, special features, conformance and reliability
The tool that is useful in the collection and organization of data is a:
Check sheet
Costs of inspectors, testing equipment , and labs are examples of
Appraisal costs
Lost production time, scrap, and reworks are examples of
Internal failure costs
TQM
Total quality management
