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COB 300 Operations Ch 8 Exam Questions Correct Verified Answers (A+ Pass)
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COB 300 Operations Ch 8 Exam Questions Correct Verified Answers (A+ Pass) How do we successfully manage quality? - Answers - 1. define it 2. understand the costs and benefits 3. Recognize the consequences of poor quality Quality - Answers - our goal is to meet or exceed customer expectation...

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  • November 25, 2024
  • 13
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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COB 300 Operations Ch 8 Exam
Questions Correct Verified Answers
(A+ Pass)
How do we successfully manage quality? - Answers -✔✔ 1. define it
2. understand the costs and benefits
3. Recognize the consequences of poor quality

Quality - Answers -✔✔ our goal is to meet or exceed customer expectations; ability of a
product or service to consistently meet or exceed customer expectations.

- difference between performance and expectations: if it is zero= expectations have
been met. If difference is negative= expectations have not been met. If difference is
positive= performance exceeded customer expectations

- product/ service free of deficiencies
- fitness for use
- conformance to requirements

What is quality? Product specific dimensions - Answers -✔✔ ** test only up to here **
1. Performance; main characteristics of the product
2. Aesthetics; appearance, feel, smell, taste
3. Special features; extra characteristics
4. conformance; how well a product corresponds to design specifications
( top 4 judged by fitness for use by customer )
5. Reliability; durable performance
6. durability; ability to perform overtime
7. Perceived quality; indirect evaluation of quality (reputation)
8. Serviceability; handling of complaints or repairs

What is quality? Service specific dimensions - Answers -✔✔ ** test only up to here** 1.
Convenience; the availability & accessibility of the service
2. Reliability; the ability to perform a service dependably, consistently, and accurately.
3. Responsiveness; the willingness of service providers to help customers in unusual
situations and deal with problems
4. Time; the speed with which the service is delivered
5. Assurance; the knowledge exhibited by personnel who come into contact with a
customer and their ability to convey trust and confidence
6. Courtesy; the way customers are treated by employees who come into contact with
them
7. Tangibles; the physical appearance of facilities, equipment, personnel and
communication materials

, 8. Consistency; the ability to provide the same level of good quality repeatedly

- challenges: reality that customers expectations often change over time and that
different customers tend to have different expectations, information on customer wants
in service can sometime be difficult to pin down, customer complaints may be due to
unrelated factors

Dimensions of quality - Answers -✔✔ to be useful, dimensions must also be stated in
terms of specific, measurable characteristics

actual process performance balanced with customer expectation

Cost of quality - Answers -✔✔ cost of quality increases exponentially as you go from
prevention-- appraisal-- internal failure-- external failure

Many ways to improve quality - Answers -✔✔ - benchmarking*
- Total quality mgt (TQM) including Kaizen or continuous improvement
- LEAN or the Toyota Production system
- Six sigma
-ISO standards
- Quality Function Deployment (QFD)
- Business Process Reengineering (BPR)
- Quality circle
- Taguchi method
- Object-oriented quality management (OQM)
- Kansei engineering
- Zero defects
- Theory of Inventive Problem solving (TRIZ)

Methods of generating Ideas - Answers -✔✔ 1. Brainstorming
2. Quality circles
3. Benchmarking

Brainstorming - Answers -✔✔ - technique for generating a free flow of ideas in a group
of people
- ideas on identifying problems, and finding causes, solutions, and ways to implement
solutions.
- in successful brainstorming, criticism is absent, no single member dominates, and all
ideas are welcomed; ensure everyone participates

Quality circles - Answers -✔✔ - groups of workers who meet to discuss ways of
improving products or processes
- valuable source of worker input AND motivation for workers, if handled properly, by
demonstrating management interest in workers ideas.
- Less structured and more informal than teams involved in continuous improvement,
but in some org. quality circles have evolved into continuous improvement teams

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