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Terms in this set (53)What is a broad definition of Quality? The ability of a product/service to consistently meet or exceed customer requirements or expectations. Click and drag on elements in order -In the guild era, skilled craftsmen produced the entire product with the pride of workmanship Taiichi Ohno and Shigeo Shingo developed the philosophy and methods of kaizen at Toyota. What does the Japanese word kaizen mean in English? continuous improvement Successful management of quality requires what? That managers have insights on various aspects of quality What is a good working definition of Quality? Customer-dependent SERVQUAL as a quality management audit tool focuses primarily on what type of feedback? Gaps between perceptions and expectations (customers, management, etc.) In the late 1970's Quality took a strategic turn from a _________ approach--correcting defects before delivery--to a __________ approach--preventing mistakes from occurring. reactive/proactive The four primary determinants of Quality such that a product or service satisfies its intended purpose are _______. design, conformance, ease of use and after-delivery service Match the quality management guru with their key contribution. - Shewhart : Statistical control charts. Who in an organization is ultimately responsible for establishing strategies for quality? top management To translate quality into operational terms which of the following aspects are applicable? (Select all correct answers) Recognizing the consequences of poor quality How do businesses with good or excellent quality products and/or services benefit? (Select all correct ways) Greater customer loyalty What is SERVQUAL? A quality audit tool used widely in the Service Sector An example of liability as a result of poor quality is which of the following? lawsuit damages paid out from a faulty product design What is a primary determinant of quality? design Select the three different cost categories of Quality. Appraisal costs
Who in an organization has responsibility for Quality? all members Which of the below statements is/are examples of unethical behavior with respect to Quality? (Select all that apply) Shipping product with known defects for distribution to customers What secondary outcomes would result from fewer production or service problems in a business with good/excellent quality? Higher profits Match the Quality Award with the issuing government. Baldridge Award Deming Prize European Quality Award The four major areas affected by poor quality are which of the following? Loss of business, liability, productivity, costs What are the various evaluation categories of the Malcolm Baldridge Award? (Select all correct answers) Information/Analysis & Process Management Select the best definition of appraisal costs with respect to Quality. The cost of inspection, testing, and other activities intended to uncover defective products or services. Which of the following statements is/are correct about the Deming Prize. Senior management must be involved in
Quality to win Failure to correct and/or report defective product or substandard service can cause which of the following? (Select all that apply) Increase in accident rates among employees Quality awards have been established to do what? Generate improvement in quality Which of the following statements about the Baldridge Award is/are correct. Evaluates organizations in 7 comprehensive areas For the Deming Prize, what is the major focus of the judging? Statistical quality control ISO stands for what? International Organization for Standardization Global supply chain quality problems/risks include which of the following? (Select all that apply) Lack of quality regulation and government inspections of producers What are the three key areas of the Total Quality Management philosophy? Continuous improvement, involve everyone, customer satisfaction Which of the following is a sign that Total Quality Management implementation may not be successful? A practitioner gathers an improvement team of key players but the team members' managers say they cannot participate. What benefits to society in general result from widespread ISO certification? (Select all correct answers) Provide a basis for health, safety, and environmental legislation Increase in levels of quality and reliability, productivity, and safety Facilitation of international trade with uniform standards True or false: Failure to carefully plan a Total Quality Management program before embarking on it can lead to false starts, employee confusion, and meaningless results. True What is the first step in the problem solving process? Define the problem and establish an improvement plan. Select all the phrases closely associated with fail-safing, a technique used in Total Quality Management. pokayoke Which of the following is an example of a Process Improvement goal? Reduce cost and increase productivity by eliminating scrap & rework Which of the following phrases are most closely associated with Six Sigma programs? (Select all that apply) Master black belts Total Quality Management is not without its detractors. Which of the below are some criticisms? (Select all that apply) Quality efforts may not be tied to results thus difficult in measuring success Pursuit of incremental improvements when dramatic improvements may be warranted Quality decisions may not be tied to market performance ... Scatter Diagram Control chart Run Chart Cause & Effect Diagram Which of the following is true about following the steps of problem solving? Monitor the solution to see if goal is accomplished comes after Implement the solution ... Benchmarking Quality
Circles Brainstorming Select the best definition of Process Improvement. Documentation, measurement and analysis of a process for the purpose of improving it
Six sigma, a process improvement objective for many organizations, literally translates to how many defects per million opportunities? 3.4 Which of the following statements describe quality considerations for an organization's Operations Strategy? (Select all that apply) The best business organizations view quality as a never-ending journey. Which quality tool focuses attention on the most important problem area by showing the relatively few factors which account for a large percentage of total cases? Pareto analysis A technique in which people share thoughts and ideas on problems in a relaxed atmosphere that encourages collective thinking is ______. brainstorming Which of the following supply chain actions affect an organization's quality? (Select all that apply) Defects in purchased parts Which of the following reasons explain why implementing Total Quality Management in an organization may not be successful? (Select all that apply) Lack of management support and leadership for change Match the Quality Tool with the description. Flowchart Check Sheet Histogram Pareto Chart Total Quality Management: (Choose all that apply) Is managed proactively Which of these is not a cost of quality? Design cost Design-for-Six-Sigma programs offer a set of quality standards accepted by all industries. False Sets with similar terms373 chp935 terms sammi_allen94 DSCI 303 Chapter 9102 terms Brandon_Rausch5 Oper Mgmt Ch 9102 terms ccowan9679 SCM Ch 7128 terms annamariamackay Sets found in the same folderOps_Management_Ch25158 terms collegerocks1 OPSM 3830 Ch. 9: Management of Quality26 terms SHOE_bellPLUS chapter 3117 terms audreyraekipp OPS & SCM -- Chapter 935 terms amieschex Other sets by this creatorCCT 300w ch 1263 terms malicka_kincer CCT 300w ch 565 terms malicka_kincer CCT 300w Ch 452 terms malicka_kincer CCT ch 1364 terms malicka_kincer Verified questionsENGINEERING The compartment heater of an automobile exchanges heat between warm radiator fluid and cooler outside air. The flow rate of water is large compared to the air, and the effectiveness, $\mathcal{E}$, of the heater is known to depend on the flow rate of air according to the relation, $\varepsilon \sim m_{\mathrm{air}}^{-0.2}$. (a) If the fan is switched to high and $m_{\mathrm{air}}$ is doubled, determine the percentage increase in the heat added to the car, if fluid inlet temperatures remain the same. (b) For the low-speed fan condition, the heater warms outdoor air from 0 to $30^{\circ} \mathrm{C}$. When the fan is turned to medium, the airflow rate increases 50% and the heat transfer increases 20%. Find the new outlet temperature. Verified answer
ENGINEERING A sharp-edged orifice is used to measure the flow of air in a pipe. The pipe diameter is 100 mm, and the diameter of the orifice is 25 mm. Upstream of the orifice, the absolute pressure is 150 kPa, and the temperature is 35$^{\circ} \mathrm{C}$. The pressure drop across the orifice is 15 kPa, and the coefficient of discharge is 0.62. Determine the mass flow rate in the pipeline. Verified answer
ENGINEERING The current through a particular circuit element is given by i(t) = $10 \sin (200 \pi \mathrm{t})$A in which the angle is in radians. 1. Sketch i(t) to scale versus time. 2. Determine the net charge that passes through the element between t = 0 and t = 5 ms. 3. Repeat for the interval from t = 0 to t = 10 ms. Verified answer
ENGINEERING The particle has a mass of 0.5 kg and is confined to move along the smooth vertical slot due to the rotation of the arm OA. Determine the force of the rod on the particle and the normal force of the slot on the particle when [math] \theta = 30^o [\math]. The rod is rotating with a constant angular velocity [math]=$\dot{\theta}$ 2 rad/s[\math]. Assume the particle contacts only one side of the slot at any instant. Verified answer Other Quizlet setsGrief and Loss154 terms seasearead Dental anatomy exam 2191 terms pzohdi WW2 History Test33 terms Rachel_Hoffman45 المدخل الى الفقه الإسلامي - ٣ -26 terms amoolxb Related questionsQUESTION what is the critical organ for SESTAMIBI ? 15 answers QUESTION Normal VFR operations in Class D airspace with an operating control tower require the ceiling and visibility to be at least 15 answers QUESTION What must be done if hydraulic pressure falls below 1500 PSI during kneeling? 9 answers QUESTION what is the difference between QC and QA 15 answers What are the three key areas of the total quality management philosophy multiple choice question?What are the three key areas of the Total Quality Management philosophy? Match the steps of the problem solving Plan-Do-Study-Act cycle with the defined activities. Plan = Define problem then document, collect and analyze data to determine possible causes.
What is a broad definition of quality quizlet?What is a broad definition of Quality? The ability of a product/service to consistently meet or exceed customer requirements or expectations. In the late 1970's Quality took a strategic turn from a _________ approach--correcting defects before delivery--to a __________ approach--preventing mistakes from occurring.
Which function is mainly responsible for ensuring that the actual product or service conforms to its internally specified quality level?The quality assurance team in a firm is solely responsible for ensuring that the products produced meet the required quality specifications.
What is a good working definition of quality?Quality. The ability of a product or service to consistently meet or exceed customer expectations.
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Which quality tool focuses attention on the most important problem area by showing the relatively few factors which account for a large percentage of total cases?
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