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Operations and Supply Chain Management > Section 2: Quality Management > Flashcards

Section 2: Quality Management Flashcards

1
Q

What represents a characteristic of quality of goods?

  1. Price
  2. Empathy
  3. Delivery date
  4. Performance
A

Performance

Performance is a key characteristic of quality in goods. It refers to how well a product functions and meets customer expectations.

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2
Q

“Can the salesperson answer my questions about the computer on sale?” is an example of which quality of service?

  1. Reliability
  2. Assurance
  3. Empathy
  4. Responsiveness
A

Responsiveness

Responsiveness measures how quickly and effectively a service provider, like the salesperson, addresses customer questions and concerns.

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3
Q

When creating an account for an online retail site, the system requires you to enter your email address twice.

Which cost of quality does this represent?

  1. Failure
  2. Internal
  3. Prevention
  4. Appraisal
A

Prevention

This is an example of prevention, a cost of quality that aims to avoid issues before they occur by ensuring accuracy in data entry.

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4
Q

A company with an internal orientation towards quality primarily focuses on ________.

  1. Customer needs
  2. Consumer demands
  3. Product characteristics
  4. Market expectations
A

Product characteristics

A company with an internal orientation towards quality concentrates on improving the features and attributes of its products, focusing on its own processes and standards.

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5
Q

The term “fitness for use” represents ____.

  1. The ability to respond quickly to a customer
  2. The extent to which the product meets the customers’ needs
  3. The physical and mental stamina of an organization
  4. Following proper procedures for shipping an item
A

The extent to which the product meets the customers’ needs

“Fitness for use” measures how well a product serves its intended purpose and satisfies the customer’s needs.

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6
Q

A company’s attempt to get to know its customers by contacting them to discuss their needs, wants, and expectations is done in a(n) _________.

  1. ISO 9000 standards meeting
  2. Focus group
  3. Plan-do-check-act cycle
  4. Benchmarking session
A

Focus group

A focus group is a way to gather information from customers directly by discussing their needs, wants, and expectations in a group setting.

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7
Q

Product characteristics that are essential to the customer are determined through__________.

  1. Value Stream Analysis
  2. A cause-and-effect diagram
  3. Histograms
  4. The voice of the customer
A

The voice of the customer

The voice of the customer involves gathering information from customers about their preferences and needs, which helps determine essential product characteristics.

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8
Q

A histogram demonstrates ___________________.

  1. The statistical results for a recurring production error
  2. The lowest values in a repeated experiment
  3. The highest values in a repeated experiment
  4. The frequency of values in a given range
A

The frequency of values in a given range

Histograms visually represent the distribution and frequency of data within specified ranges.

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9
Q

What is the purpose of benchmarking?

  1. To identify an organization’s primary competitor
  2. To set a performance standard for a business activity
  3. To determine a company’s market share
  4. To analyze the stability or instability of a process or procedure
A

To set a performance standard for a business activity

Benchmarking involves comparing an organization’s performance with industry leaders to set standards for improvement.

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10
Q

The best definition of standardization is ________________.

  1. Writing down all parts of a procedure
  2. When employees make decisions on their own
  3. Developing a preset procedure for performing an activity or job
  4. When all employees are the same age
A

Developing a preset procedure for performing an activity or job

Standardization involves creating consistent methods for performing tasks or jobs to achieve predictable results.

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11
Q

What would be an external measurement of quality?

Customer feedback and complaints

Customer satisfaction

Increased costs of product production

Product defect percentage

A

Customer satisfaction

Customer satisfaction is an external measurement of quality because it reflects how well the product or service meets customer expectations.

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12
Q

When families visit theme parks, they often have to wait in long lines for rides. Some strategies have been developed to make the wait time more bearable.

What could be an example of how a team solved this problem?

  1. Admission prices are lowered during the off-season.
  2. The park cleanup crews keep the grounds immaculate.
  3. The theme park issues credit cards that allow discounts for admission.
  4. Television monitors are placed along the wait line with interesting stories and animated content to entertain the visitors.
A

Television monitors are placed along the wait line with interesting stories and animated content to entertain the visitors.

By providing entertainment along the wait line, the park improves the wait time experience for visitors.

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13
Q

For the statistician, what is the acceptable standard deviation for errors under Six Sigma?

  1. 99.74% error free
  2. 3.4 defects per one thousand units
  3. 1% to 3%
  4. 3.4 defects per one million units
A

3.4 defects per one million units

Six Sigma targets an incredibly low error rate, specifically 3.4 defects per one million opportunities. This represents a very high level of quality and process consistency.

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14
Q

The Six Sigma expert uses a project charter to define a problem or improvement opportunity.

What is included in a project charter?

  1. The name of the company and the project cost
  2. Customer lists and contact information The scope of the project, problem statement, time frame, boundaries, and team members
  3. Inventory sheets and production details
A

The scope of the project, problem statement, time frame, boundaries, and team members

A project charter in Six Sigma provides an overview of the project’s scope, the problem statement, the time frame, boundaries, and team members involved.

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15
Q

When does the control phase of DMAIC in Six Sigma end?

  1. 1 Year
  2. 3 Months
  3. Never
  4. 6 Months
A

Never

The control phase of DMAIC never truly ends because maintaining process improvements is a continuous effort. Ongoing monitoring and control help sustain improvements over time.

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16
Q

Your organization wants to develop a new process and make sure there are minimal defects in that process.

Which process should the organization use to address this situation?

  1. DMAIC
  2. DMADV
  3. PDCA
  4. FMEA
A

DMADV

DMADV (Define, Measure, Analyze, Design, Verify) is a Six Sigma methodology specifically focused on developing new processes and ensuring minimal defects.

17
Q

A customer bought a table saw from a home improvement store. After getting the saw set up, the customer was very pleased with how it cut through several boards.

Which quality dimension for goods does this example illustrate?

  1. Conformance
  2. Aesthetics
  3. Reliability
  4. Performance
A

Performance

Performance refers to the proper primary operating characteristics of a product.

18
Q

A musician purchased a pair of studio monitoring headphones. The musician found the accompanying carrying bag for the headphones to be especially useful.

What is the quality dimension for goods that is demonstrated in the scenario?

  1. Features
  2. Durability
  3. Conformance
  4. Aesthetics
A

Features

Features refers to the secondary characteristics that supplement the product’s basic functioning.

19
Q

A hotel manager periodically inspects each room of the hotel to assess its condition.

Which cost of quality does this scenario illustrate?

  1. Prevention cost
  2. Appraisal costs
  3. Internal failure costs
  4. External failure costs
A

Appraisal costs

Appraisal costs result from efforts to measure quality, assess customer satisfaction, and inspect products.

20
Q

A customer was injured by a defective chainsaw. The manufacturer had to pay damages as a result of a lawsuit.

Which cost of quality is represented in this scenario?

  1. Appraisal costs
  2. Prevention costs
  3. Internal failure costs
  4. External failure costs
A

External failure costs

External failure costs result from defects found after a product reaches the customer.

21
Q

A company has decided to hold a focus group to determine what people want, need, and expect from the company.

Which aspect of total quality management (TQM) is implemented in the scenario?

  1. Customer-centered focus
  2. Continuous improvement
  3. Management commitment
  4. Employee involvement
A

Customer-centered focus

A customer focus refers to the importance of knowing what customer’s want, need, and expect.

22
Q

A company’s CEO is always encouraging staff members to be attentive to ways that processes can be changed to make them better.

Which total quality management (TQM) principle is illustrated in the example?

  1. Continuous improvement
  2. Performance measures
  3. Management commitment
  4. Customer-centered focus
A

Continuous improvement

Continuous improvement refers to an emphasis on always looking for ways to make processes better.

23
Q

What is the Six Sigma phase that involves visualizing process metrics using charts and diagrams?

Analyze
Define
Control
Improve

A

Analyze

The analyze phase of Six Sigma involves evaluating current processes to identify root causes of issues.

24
Q

Which activity is involved in the control phase of Six Sigma?

  1. Incorporating mistake-proof designs for better error detection
  2. Evaluating conformance with customer specifications
  3. Visualizing the frequency of defects in a production process
  4. Using value stream mapping to provide a process overview
A

Incorporating mistake-proof designs for better error detection

The control phase of Six Sigma involves documenting and standardizing improved processes to maintain the improvements.

25
Q

A production facility manufactures a varying number of units per day. A manager has data on the number of units produced and the number of defective units found for each day over the past several months. The manager would like to use a data display to see if the number of defects is related to the total number of units produced per day.

What is the quality management tool that should be used in this situation?

  1. Check sheet
  2. Pareto chart
  3. Scatterplot
  4. Control chart
A

Scatterplot

A scatterplot is a visual data display in which the corresponding values of two variables are plotted to identify if a relationship may exist between those two variables.

26
Q

A grocery store uses a specific process for packing bags with groceries. The store manager would like to post a visual display of the process used to pack the bags for employees to use as a reference.

Which tool of quality management is appropriate for this need?

  1. Check sheet
  2. Histogram
  3. Scatterplot
  4. Flow chart
A

Flow chart

A flowchart is a diagram that shows a process, algorithm, or system.

Operations and Supply Chain Management (10 decks)

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