MBA 657 Operations Management Chapter 6 and Supplement || All Answers Are Correct 100%.
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Course
MBA 657 Operations Management C
Institution
MBA 657 Operations Management C
Definition of Quality correct answers the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs - American Society for Quality (ASQ)
Why should we care about quality correct answers If you're not getting better, you're getti...
MBA 657 Operations Management Chapter 6 and
Supplement || All Answers Are Correct 100%.
Definition of Quality correct answers the totality of features and characteristics of a product or
service that bears on its ability to satisfy stated or implied needs - American Society for Quality
(ASQ)
Why should we care about quality correct answers If you're not getting better, you're getting
behind.
What are the two perspectives of quality management correct answers Producer (Manufacturer)-
based and Customer-oriented based
Producer (Manufacturer) view of quality correct answers Importance of conformance to
specifications; how close a part conforms to specifications - looks at consistent quality and high-
performance design
Customer-oriented view of quality correct answers Importance of value; how well the product or
service serves its intended purpose at a price that customers are willing to pay; - looks at fitness
of use - how well the product performs
8 dimensions of customer perceptions on quality correct answers · Performance
· Reliability and Durability
· Conformance/Response
· Serviceability
· Appearance (Aesthetics)
· Reputation
· Features
*Others: Safety, etc.
Why is quality important? correct answers · Company's reputation
· Business Performance Measures (costs, market share, productivity, profitability, etc.)
· Improved customer satisfaction
· Employee morale
· Product liability & lawsuits
· International implications
· Value to society and community
Quality creates competitive advantage through what correct answers Less rework means more
devoted time to acceptable products; less waste of materials or time, customers want -consistent
products- can be a differentiation element
Relationship between quality and productivity correct answers as quality goes up, productivity
goes up; why? >> because less rework/less wasted time/less wasted materials
,Why can Quality eliminate the "hidden plant" correct answers -because the waste of a production
center goes down
Traditional views of quality correct answers "must-be-quality" and "necessary quality"
The theory of quality "Must-be-quality" - "necessary quality" correct answers Quality elements
that have to be present in the product/service in order to prevent dissatisfaction; taken for
granted, adding features, an army of inspectors for picking out defects; previous process is a
trouble maker; new process is a police man; product-out approach - push system
Contemporary views of quality correct answers "Attractive quality"; "Fascinating Quality;
Emphasis on Customer Satisfaction"
What are elements of contemporary views of quality correct answers Quality elements which are
unique can create competitive advantage through differentiation. > increase brand loyalty
through high standards. Market-in approach
Market-in approach correct answers The belief in contemporary quality thinking which says the
production process should start with a "pull" from the market; products are designed and
specified based on input from the market
What is total quality management? correct answers · Managing the entire organization so that it
excels in all dimensions
of products and services that are important to the customer
· Quality extends throughout the organization in everything it does,
and that quality is ultimately defined by the customer.
· TQM is a multidisciplinary approach to organizational excellence
that encompasses technical, physical, behavioral, and leadership
elements.
What is Total in TQM correct answers · Total dedication to the customer: An intense and
ongoing dedication to improving everything that could result in a better product or service
produced in less time
· Total Participation (involvement) and Commitment from everybody
· Total Communication, Coordination and Cooperation among All departments, at All levels
· Total Responsibility
7 concepts of TQM correct answers 1. Continuous improvement
2. Six Sigma
3. Employee empowerment
4. Benchmarking
Possible outcomes of TQM correct answers Loyal customers, culture of quality, ethic of
continuous improvement, reduction of costs and increase of production, increased value to
community and society
Key success factors for TQM correct answers · Long-term perspective
· Customer Focus
· Top management commitment and strong leadership
· Systems thinking
· Ongoing and intense education and training with proper tools
· Measurement and reporting systems
· And the Totality
Quality Function Deployment (QFD) correct answers A facilitated workshop technique that
helps to determine critical characteristics for new product development based on what's
important to the customer.
What does QFD do? correct answers maps out what the customer wants and how the company
will meet those wants in the following way
Examples of QFD actions correct answers § Comparing a product or service's current level of
performance to
the competition (Competitive Analysis)
§ Prioritizing the importance of customer requirements
§ Analyzing potential sales points
§ Determining the most important items to improve upon or control
to meet customer requirements
§ Developing an initial product/service plan based on data about
customer preferences and current competitive status
Benchmarking correct answers a process by which a company compares its performance with
that of high-performing organizations
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