O.M. Ch. 15-MC Flashcards
Juran proposed a major cultural change in organizations seeking to improve quality.
False
ISO stands for the International Organization for Standardization.
False
The term “six sigma” is based on a statistical measure that equates to at most 3.4 errors or defects per million opportunities.
True
The application of Six Sigma is best suited for larger manufacturing firms.
False
Quality costs involving testing and inspection are classified as prevention costs.
True
Quality costs are the costs incurred as a result of poor quality.
True
The application of Six Sigma is best suited for larger manufacturing firms.
False
Quality costs involving testing and inspection are classified as prevention costs.
False
Quality costs are the costs incurred as a result of poor quality.
False
A cause-and-effect diagram is often called a fishbone diagram.
True
Many applications of poka-yoke are inexpensive to implement.
True
The Japanese were introduced to statistical quality control by U.S.
Consultants
The principles of total quality are all of the following except
a focus on the competition
The ability of a good or service to meet customer needs is the definition of
fitness for use
One of the five dimensions of service quality is ________, which is the ability to provide what was promised, dependably and accurately.
reliability
Management gurus in the quality revolution include all of the following except
Morris A. Fogarty
The quality management guru who stated that top management speaks in the language of dollars and advocated the use of quality cost measurement is
Joseph M. Juran
The quality management guru who wrote the book “Quality Is Free” and professed the “Absolutes of Quality Management” is
Philip B. Crosby
The quality management guru who professed that higher quality leads to higher productivity and lower costs, which in turn leads to improved market share and long-term competitive strength is
Philip B. Crosby
Gap 1 in the GAP model is the discrepancy between
actual manufacturing and service system performance and external communication to the customer
Gap 5 in the GAP model is the discrepancy between
the customer’s expectations and perceptions
An excellent starting point for companies with no formal quality assurance program is
DMAIC approach
In Six Sigma terminology, any mistake or error that is passed on to the customer is called
a defect
Moving from a 3- to a 4-sigma level requires about a 10-fold improvement, and moving from a 5- to a 6-sigma level requires almost a ___________ improvement.
70-fold
