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OM 300 Chilcutt Exam Two: Questions & Precise Solutions
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OM 300 Chilcutt Exam Two: Questions & Precise Solutions
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OM 300 Chilcutt Exam Two: Questions & PreciseSolutions
Managing quality supports ____________, ____________, and ____________ strategies
Right Ans - differentiation, low cost, and response
What is an operations manager's objective? Right Ans - To build a total
quality management system that identifies and satisfies customer needs
American Society for Quality Right Ans - The totality of features and
characteristics of a product or service that bears on its ability to satisfy stated
or implied needs
User based view Right Ans - Better performance, more features
Manufacturing-based view Right Ans - conformance to standards, making it
right the first time
Product based view Right Ans - Specific and measurable attributes of the
product
Prevention costs (Costs of Quality) Right Ans - Reducing the potential for
defects (training, quality improvement programs)
Appraisal costs (Costs of Quality) Right Ans - Evaluating products, parts,
and services
Internal failure costs (Costs of Quality) Right Ans - Producing defective
parts or service before delivery
External failure costs (Costs of Quality) Right Ans - Defects discovered after
delivery (recalls)
Implications of Quality Right Ans - 1. Company reputation: perception of
new products, employment practices, supplier relations 2. Product liability:
reduce risk 3. Global implications: improved ability to compete
, Seven Concepts of TQM Right Ans - 1) Continuous improvement 2) Six
Sigma 3) Employee empowerment 4) Benchmarking 5) Just-in-time (JIT) 6)
Taguchi Concepts (QLF) 7) Knowledge of TQM tools
Kaizen Right Ans - Describes the ongoing process of unending
improvement. -Continuous improvement
Continuous Improvement Right Ans - Never-ending process of continuous
improvement. Covers people, equipment, suppliers materials, procedures.
Every operation can be improved. Foundation is PDCA Cycle. TQM and zero
defects also used to describe continuous improvement.
Six Sigma Right Ans - Statistical definition of a process that is 99.9997%
capable, 3.4 defects per million opportunities (DPMO) A program designed to
reduce defects, lower costs, save time, and improve customer satisfaction. A
comprehensive system for achieving and sustaining business success.
Taguchi Concepts Right Ans - Engineering and experimental design
methods to improve product and process design. Identify key component and
process variables affecting product variation. Quality robustness, Target-
oriented quality, Quality loss function (QLF)
Quality Robustness Right Ans - Ability to produce products uniformly in
adverse manufacturing and environmental conditions. Remove the effects of
adverse conditions. Small variations in materials and process do not destroy
product quality.
Quality Loss Function Right Ans - Target-oriented quality. Shows that costs
increase as the product moves away from what the customer wants. Costs
include customer dissatisfaction, warranty, and service, internal scrap and
repair, and costs to society. Traditional conformance specifications are too
simplistic.
Poka-yoke Right Ans - the concept of foolproof devices or techniques
designed to pass only acceptable products. Checklists ensure consistency and
completeness.
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