SCM 301 - CH 9 - Management Of Quality || With Acc
SCM 301 - CH 9 - Management of Quality || with Acc
Exam (elaborations)
SCM 301 - CH 9 - Management of Quality || with Accurate Answers 100%.
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SCM 301 - CH 9 - Management of Quality || with Acc
Institution
SCM 301 - CH 9 - Management Of Quality || With Acc
What is a broad definition of Quality?
A. The overall aesthetic appeal and functioning of a product/service to be higher than the competition's.
B. The ability of the product/service key parameters to fall within the specification limits.
C. The ability of a product/service to consistently mee...
SCM 301 - CH 9 - Management of Quality || with Accurate
Answers 100%.
What is a broad definition of Quality?
A. The overall aesthetic appeal and functioning of a product/service to be higher than the
competition's.
B. The ability of the product/service key parameters to fall within the specification limits.
C. The ability of a product/service to consistently meet or exceed customer requirements or
expectations. correct answers C
In the late 1970's Quality took a strategic turn from a _________ approach--correcting defects
before delivery--to a __________ approach--preventing mistakes from occurring.
A. haphazard/scientific
B. biased/objective
C. wasteful/lean
D. reactive/proactive correct answers D
Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of kaizen at Toyota.
What does the Japanese word kaizen mean in English?
A. Continuous improvement
B. Employee empowerment
C. Zero defects on the line
D. Mistake proofing
E. Speedy production correct answers A
Successful management of quality requires what?
A. That managers have insights on various aspects of fixed and variable costs
B. That managers have insights on various aspects of quality
C. That managers have insights to employee performance. correct answers B
T/F: To meet or exceed customer expectations, product quality performance is less than customer
expectations. correct answers F
What is a good working definition of Quality?
A. Customer-dependent
B. One time improvement
C. Value for price correct answers A
Understanding product quality dimensions can help an organization meet or exceed customer
expectations. Select all the dimensions of product quality below.
, A. Durability
B. Performance
C. Courtesy
D. Aesthetics
E. Conformance correct answers A, B, D, E
Put the stages of quality management evolution in order with 1 being the earliest and 5 being the
latest.
Instructions
1. Scientific Management applied observation methods and inspection to manufacturing.
2. During World War II and post-war era, industries used statistical sampling methods on
products & raw materials.
3. With division of labor after the industrial revolution workers felt less responsible for the final
product.
4. In the guild era, skilled craftsmen produced the entire product with pride of workmanship.
5. Quality efforts turned to product design evaluation, expanded to Service Industry then evolved
to prevention techniques. correct answers 4, 3, 1, 2, 5
Which quality management guru's key contribution is quality is free, zero defects? correct
answers Crosby
Which quality management guru's key contribution is statistical control charts? correct answers
Shewart
Which quality management guru's key contribution is 14 points, special vs. common cause of
variation? correct answers Deming
Which quality management guru's key contribution is quality is total field, customer defines
quality? correct answers Feigenbaum
Which quality management guru's key contribution is cause-and-effect diagrams, quality circles?
correct answers Ishikawa
To translate quality into operational terms which of the following aspects are applicable? Select
all that apply.
A. Recognizing the consequences of poor quality
B. Making ethical decisions in terms of the quality of product/service offerings
C. Deciding strategic capacity planning levels based upon long-range forecasting
D. Performing a cost-benefit analysis on quality impacts correct answers A, B, D
In order to meet or exceed customer expectations service quality is broken down into different
dimensions or focus areas. Select all the dimensions of service quality below.
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