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Check out the new look and enjoy easier access to your favorite features  Operation Management Chapter 6 A) access B) courtesy C) credibility D) reliability E) responsiveness Answer: D 81.___________ costs result from production of defective parts or services before delivery to thecustomer.Internal failure (Defining quality, moderate)82._______ is a set of environmental standards developed by the International StandardsOrganization.ISO 14000 (Defining quality, moderate) {AACSB: Ethical Reasoning}83.The work by _________ regarding how people learn from each other’s successes led to the fieldof cross-functionalteamwork. Get answer to your question and much more 84.Not only customers, but stockholders, suppliers, and others, are among the _________ whosevalues must be protected in making ethical decisions concerning the quality ofproducts.stakeholders (Defining quality, easy) {AACSB: Ethical Reasoning}85._________ is the Japanese word for the ongoing process of incremental improvement. Get answer to your question and much more 86.Enlarging employee jobs so that the added responsibility and authority is moved to the lowestlevel possible in the organization is called ______________. Get answer to your question and much more 87.Respect for _________ is a cornerstone of continuous improvement. Get answer to your question and much more 88._________ selects a demonstrated standard of performance that represents the very bestperformance for a process or activity. Get answer to your question and much more 89.A group of employees that meet on a regular basis with a facilitator to solve work-relatedproblems in their work area is a(n) _______________. Get answer to your question and much more 90.___________ diagrams use a schematic technique to discover possible locations of qualityproblems.Cause-and-effect,or fishbone or Ishikawa (Tools of TQM, moderate)91.________ are graphical presentations of data over time that show upper and lower control limitsfor processes we want to control.Control charts (Tools of TQM, moderate)92.________ is doing the job properly with the operator ensuring that this is so.Source inspection (The role of inspection, moderate) Management MCQ Operation Management Chapter 6 Which of the determinants of service quality involves performing the service right the first time? Which of the determinants of service quality involves performing the service right the first time?Operation Management Chapter 6 Which of the determinants of service quality involves performing the service right the first time? A) access Answer: D Learn More :« Prev Question Next Question »
Operations Management, Cdn. Ed., 2e (Heizer et al.) Chapter 6 Managing Quality 1) Managers at Arnold Palmer Hospital take quality so seriously that the hospital is a national leader in several quality areas; therefore, continuous improvement is no longer necessary. Answer: FALSE Diff: 2 Skill: comprehension Objective: LO1 Define quality and TQM 2) An improvement in quality must necessarily increase costs. Answer: FALSE Diff: 2 Skill: comprehension Objective: LO1 Define quality and TQM 3) Security is the determinant of service quality that means freedom from danger, risk, or doubt. Answer: TRUE Diff: 2 Skill: comprehension Objective: TQM in services 4) The definition of quality adopted by The American Society for Quality is a customer-oriented definition. Answer: TRUE Diff: 2 Skill: comprehension Objective: LO1 Define quality and TQM 5) Conforming to standards is the focus of the product-based definition of quality. Answer: FALSE Diff: 3 Skill: comprehension Objective: LO1 Define quality and TQM 6) Internal failure costs are associated with scrap, rework, and downtime. Answer: TRUE Diff: 1 Skill: comprehension Objective: LO1 Define quality and TQM 7) Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects." Answer: TRUE Diff: 2 Skill: knowledge Objective: LO1 Define quality and TQM 1 © 2017 Pearson Canada Inc. Which of the determinants of service quality involves having the customer is best interests at heart?The correct answer is D) credibility Credibility is considered one of the best determinants in ensuring the service quality with the proper trust factor, honest attitude, and best customer's interests. Which of the following is a determinant of service quality quizlet?Security is the determinant of service quality that means freedom from danger, risk, or doubt. Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand. Which of the following is one of the major categories of costs associated with quality?One of the major categories of costs associated with quality is environmental costs. E. Prevention costs are associated with scrap, rework, and downtime. Which is most likely the result of managing quality that helps build successful strategies?Managing quality helps build successful strategies of differentiation, low cost , and response. Via improved response, price flexibility, increased market share, and/or improved reputation. Via Increased productivity, lower network and scrap costs, and.or lower warranty cost. Which one is the definition for making it right the first time?us. PRODUCTION. if something is done right first time, it is done perfectly every time, and no time and money is wasted correcting errors caused by doing it too fast or without controlling quality.
Which of the determinants of service quality involves having the customer's best interests at heart part 2?The correct answer is D) credibility
Credibility is considered one of the best determinants in ensuring the service quality with the proper trust factor, honest attitude, and best customer's interests.
Which of the following is one of the major categories of costs associated with quality?One of the major categories of costs associated with quality is environmental costs. E. Prevention costs are associated with scrap, rework, and downtime.
Which is most likely the result of managing quality that helps build successful strategies?Managing quality helps build successful strategies of differentiation, low cost , and response. Via improved response, price flexibility, increased market share, and/or improved reputation. Via Increased productivity, lower network and scrap costs, and.or lower warranty cost.
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Which of the determinants of service quality involves performing the service right the first time
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