Which Of The Following Specifically Relates To Service Organization Dimensions Of Quality?

Chapter nine: Management of Quality

Chapter 9 focuses on the importance of quality. It discusses various concepts and tools that can exist used to achieve high quality and continuous improvement. Broadly divers, quality refers to the ability of a production or service to consistently encounter or exceed customer requirements or expectations. Different customers volition take different expectations, then a working definition of quality is customer-dependent. When discussing quality ane must consider design, production, and service. In a culmination of efforts, it begins with careful assessment of what the customers desire, then translating this data into technical specifications to which appurtenances or services must adjust. The specifications guide product and service design, process pattern, production of goods and delivery of services, and service after the auction or commitment.
Some of these consequences of poor quality include loss of business, liability, decreased productivity, and increased costs. However, good quality has its own costs, including prevention, appraisal, and failure. A recent and more effective approach is discovering means to forbid problems, instead of trying to prepare them one time they occur.This will ultimately decrease the cost of skillful quality in the long run.

There are several costs associated with quality:
Appraisement costs – costs of activities designed to ensure quality or uncover defects
Prevention costs – costs of prevention defects from occurring
Failure costs – Costs caused by defective parts or products or by faulty services
Internal failures – failures discovered during production
External failures – failures discovered afterward delivery to the client
Return on quality (ROQ) – an arroyo that evaluates the fiscal return of investments in quality

Affiliate nine discusses key contributors of quality management and several awards for companies who possess traits of excellent quality management. This chapter defines full quality management (TQM) every bit a philosophy that involves everyone in the system in a continual endeavour to meliorate quality and attain client satisfaction. This philosophy concentrates on continuous improvement and quality at the source. Six sigma is a concept that stresses improving quality, reducing costs, and increasing client satisfaction. Lastly, this affiliate gives several examples of quality tools, which include flowcharts, check sheets, histograms, pareto analysis, scatter diagrams, controls charts, and crusade-and-effect diagrams.

Successful management of quality requires that managers take insights on diverse aspects of quality. These include defining quality in operational terms, understanding the costs and benefits of quality, recognizing the consequences of poor quality and recognizing the need for upstanding beliefs.
Understanding dimensions that customers use to gauge the quality of a product or service helps organizations meet customer expectations.

Dimensions of Product Quality
• Functioning– main characteristics of the product
• Aesthetics– advent, feel, smell, taste
• Special features– extra characteristics
• Conformance– how well the product conforms to design specifications
• Reliability– consistency of operation
• Durability– the useful life of the product
• Perceived quality– indirect evaluation of quality
• Service-power– handling of complaints or repairs

Dimensions of Service Quality
• Convenience– the availability and accessibility of the service
• Reliability– ability to perform a service dependably, consistently, and accurately
• Responsiveness– willingness to help customers in unusual situations and to deal with bug
• Time– the speed with which the service is delivered
• Balls– knowledge exhibited past personnel and their ability to convey trust and confidence
• Courtesy– the fashion customers are treated by employees
• Tangibles– the concrete appearance of facilities, equipment, personnel, and advice materials
• Consistency– the power to provide the same level of skilful quality repeatedly

The Determinants of Quality
Quality of Design – intention of designers to include or exclude features in a production or service. The starting betoken of producing quality in products begins in the "design stage". Designing decisions may involve product or service size, shape and location. When making designs, designers must keep in mind customer wants, production or service capabilities, safety and liability, costs, and other similar considerations.
Quality of conformance- refers to the degree to which goods and services accommodate to the intent of the designer. Quality of conformance can hands be affected by factors like: capability of equipment used, skills, grooming, and motivation of workers, extent to which the design lends itself to production, the monitoring process to assess conformance, and the taking of cosmetic action.
Ease of employ – refers to the ease of usage of the product or services for the customers. The term "ease of use" refers to user instructions. Designing a product with "ease of use" increases the chances that the product will be used in its intended design and it will continue to part properly and safely. Without ease of use, companies may lose customers, face sales returns, or legal bug from product injuries. Ease of use as well applies to services. Manufacturers must make sure that directions for unpacking, assembling, using, maintaining, and adjusting the product are included. Directions for "What to do when something goes wrong" should also be included. Ease of employ makes a consumer very happy and can help retain customers.
Services offered to the client after commitment. At that place will be times when products may fail or issues with usage may occur. This is when "Service later on delivery" is important through remember and repairs of the product, aligning, replacement or buys back, or reevaluation of a service.

Having proficient quality is a competitive advantage against others who offer like products or services in the marketplace.
In addition, good quality can:

Raise Visitor's Reputation
Rationalize Premium Prices
Subtract Liability Costs
Increase Productivity
Increase Client Loyalty
Increase Customer Satisfaction

Effect's include:

loss of business organisation and existing market share
legal liability
lack of productivity
increased costs

Failure to meet quality standards can damage a company'south image, reputation or atomic number 82 to external criticism. In the manufacturing field, the quality of raw materials or equipment can touch on the whole manufacturing process. If defects or poor quality are not detected on time, companies may face diverse costs to solve problems. Discovering and fixing problems on time reduces costs. Quality costs include prevention (forbid defects from occurring by planning system, training and control procedures), appraisal (ensure quality or uncover defects past inspections, testings and audits), and failure (caused by defective parts, products or by faulty services discovered during the production process – internal or afterward delivery to the customer – external).

3 well- known awards given annually to recognize quality are:

one. Baldrige Honor (given by the U.S. authorities)

2. European Quality Award

3. Deming Prize (established by the Japanese).

There are besides worldwide known quality certifications like ISO 9000 (which is a set of international standards on quality management and quality assurance, disquisitional to international business organization) and ISO 14000 (a gear up of international standards for assessing a visitor's environmental performance).

Full quality direction (TQM) is a abiding pursuit of quality that involves everyone in an organization. The driving force is customer satisfaction; a key philosophy is continuous improvement. The Japanese use the term kaizen to refer to continuous improvement. Training of managers and workers in quality concepts, tools, and procedures is an of import attribute of TQM. Teams are an integral office of TQM. 2 major aspects of the TQM approach are problem solving and process improvement. Six-sigma programs are a form of TQM. A six-sigma improvement projection typically has one or more than objectives such as: reducing delivery fourth dimension, increasing productivity, or improving customer satisfaction. They emphasize the utilize of statistical and direction science tools on selected projects to achieve concern results. At that place are seven bones quality tools that an organization can use for trouble solving and process improvements. A flowchart is a visual representation of a procedure. As a problem-solving tool, a flowchart can help investigators in identifying possible points in a process where bug occur. The diamond shapes in the flowchart represent decision points in the procedure, and the rectangular shapes represent procedures. They bear witness the direction of "flow" of the steps in the procedure.arrows

A bank check sail is a simple tool often used for problem identification. Bank check sheets provide a format that enables users to record and organize information in a way that facilitates collection and analysis.

A histogram tin can be useful in getting a sense of the distribution of observed values. It is a nautical chart of an empirical frequency distribution.

Pareto assay is a technique for focusing attention on the well-nigh important problem areas. The idea is to classify the cases according to degree of importance, and focus on resolving the most important, leaving the less important. A besprinkle diagram tin can be useful in deciding if there is a correlation between the values of two variables. It is a graph that shows the degree and management of relationship between 2 variables. A correlation may bespeak to a cause of a problem. A control chart tin be used to monitor a process to see if the process output is random. Information technology tin can aid detect the presence of correctable causes of variation. It is a statistical chart of time-ordered values of sample statistic. A cause-and-effect diagram offers a structured approach to the search for the possible cause(s) of a trouble. It is also known every bit a fishbone diagram because of its shape, or an Ishikawa diagram, after the Japanese professor who developed the approach to aid workers overwhelmed by the number of possible sources of problems when problem solving. This helps to organize trouble-solving efforts past identifying categories of factors that might be causing bug. A run chart tin can be used to runway the values of a variable over time. This tin aid in identifying trends or other patterns that may be occurring.

Important People in Quality
• Walter Shewart
– "father of statistical quality control"
– Control charts
– Variance reduction
• W. Edwards Deming
– Special vs. common cause variation
– The 14 points
— Deming Prize– Prize estabolished by the Japanese and awarded annually to firms that distinguish themselves with quality direction programs.
• Joseph Juran
– Quality Control Handbook, 1951
– Viewed quality as fettle-for-utilize
– Quality trilogy– quality planning, quality control, quality improvement
• Armand Feigenbaum
– Quality is a "full field"
– The client defines quality
• Philip B. Crosby
– Zero defects
– Quality is Free, 1979
• Kaoru Ishikawa
– Cause-and-effect diagram
– Quality circles
– Recognized the internal customer
• Genichi Taguchi
– Taguchi loss function
• Taiichi Ohno and Shigeo Shingo
– Developed philosophy and methods of kaizen

Contributor	Key Contributions
Shewhart	Command Charts; variance reduction
Deming	14 points; special versus common causes of variation
Juran	Quality is fettle-for-utilise;quality trilogy
Feigenbaum	Quality is a total field; the client defines quality
Crosby	Quality is free; zip defects
Ishikawa	Cause-and-issue diagrams; quality circles
Taguchi	Taguchi loss function
Ohno and Shingo	Continuous improvement

DIMENSIONS OF QUALITY

Dimension	Example
Functioning	Everything works: fit and cease, ride, handling, dispatch
Aesthetics	Exterior and interior design
Features	Convenience: placement of gauges Loftier tech: GPS system Safety: anti-skid, airbags
Conformance	Machine Matches manufacturer'southward specifications
Reliability	Infrequent need for repairs
Immovability	Useful life in miles, resistance to rust
Perceived quality	Top-rated
Serviceability	Ease of repair

An emphasis on quality command heightened during WWII. Quality command and then evolved to quality balls and is now better known as a Strategic Arroyo, a tool for improving non only products but also processes and services. Quality can be idea of every bit the caste to which operation of a product or service meets or exceeds expectations. Quality should be measured differently for products and services, and therefore product and service quality are judged on their own set of dimensions. Responsibility for overall quality lies with top management. Top management must institute strategies, institute programs for quality, and motivate managers and workers. Nearly times managers are on a quest for the quality of an organization as a whole; this is referred to as Total Quality Management (TQM). TQM involves a continual attempt for quality improvement past anybody in an organization. So in essence, for an organization to meet and exceed goals of quality control the entire supply chain needs to exist involved.

Consequences of poor quality
At that place are numerous consequences with poor quality products which can affect a business and a customer in many different means. Whether it is a minor or large problem, the magnitude of the problem e'er affects someone at some point. When a production is designed poorly or lacks in quality, customers recognize that very quickly, and information technology can apace lead to a trouble for the concern. It does not matter whether the company is a product or a service oriented company considering poor quality volition always, most probable, create negative affects for the firm. Eventaully, the depression cost input in the R&D department and the using cheaper materials will pb to loss of business concern . Therefore, due to the cost associated with satisfying the customer, it is all-time to fix problems in the design phase rather than dealing with information technology subsequently it'southward in the hands of a client. The sooner the problem with a product or service is identified and remedied, the better!

Methods for Generating Ideas
Additional tools that are useful for problem solving and process control include:

Brainstorming
Affinity diagram
Quality circles
Interviewing
Benchmarking
5W2H arroyo
- Who
- What
- When
- Where
- Why
- How
- How much

Brainstorming is used to communicate thoughts and ideas without whatsoever criticism. Everyone has equal input and ideas are shared in order to facilitate problem solving.
Analogousness Diagram is used to arrange data into categories that may exist analyzed. I of its uses is to group many responses to similar ideas. It uses the right side of the brain (generates ideas) and the left side of brain (clarify and organize).
Quality Circles are usually informal meetings between employees to exchange ideas and concerns about processes.
Interviewing is a tool used by managers to find information from employees through Q & A sessions.
Benchmarking is tool for companies to set standards. It attempts to compare itself to the best in the manufacture in order to meet or exceed the standard prepare. Usually uses these steps: 1. Identify procedure for comeback. 2. Place organization that is the best at that process. 3. Study that arrangement. 4. Analyze data. 5. Improve process at your organisation.
5W2H approach asks the questions what, why, where, when, who, how, and how much (5 West words and 2 H words). Its purpose is to inquire the questions that will lead to improving processes.

Responsibility for Quality

Height Management– has the ultimate responsibleness for quality. While they establish strategies for quality, they also institute programs to improve quality; guide, direct, and motivate managers and workers; and set an instance by existence involved in quality initiatives.
Design– Quality products and services begin with blueprint.

Sales tin exist lost when the products are not designed well and exercise not role correctly. Customers get turned off when that happens and may not desire to take chances buying the same make again. Liability is an important expanse because there is the potential for damages or injures that could reflect badly on the company and so damage control will need to be done to repair the company image and reputation. Productivity tin be slowed when at that place are defects and poor quality considering time must be spent to redo and set these issues. Costs can exist reduced by up to five times if issues are caught early in the process, compared to afterward in the production stages.

Questions to the chapter
1. Which quality certification pertains to set of international standard on quality management and quality assurance?
a) ISO 14000
b) ISO 24700
c) ISO 9000
d). ISO 27000
e) None of the above

2. Whose key contribution included the cause-and-effect diagram (fishbone diagram)?
a) Joseph M. Juran
b) Kaoru Ishikawa
c) Armand Feigenbaum
d) Walter Shewhart
e) Genichi Taguchi

Show Answer

Respond: B (pg.411)

3. Which cost of quality involves the cost of preventing a defect from occurring?
a) Appraisal Costs
b) Failure Costs
c) Fixing Costs
d) Prevention Costs
eastward) Internal Costs

4. Which failures are discovered after commitment to customer?
a) External
b) Internal
c) Prevention
d) Quality
eastward) None of the above

five. Which method for generating ideas is a tool used to organize data into logical categories?
a)Brainstorming
b) Affinity Diagram
c) Quality Circles
d) Interviewing
east) Benchmarking

Show Answer

Answer: B (pg.444)

half dozen. Which of the following is a consequence of poor quality?
a) loss of business
b) liability
c) productivity
d) costs
due east) all of the to a higher place are correct

Show Answer

Respond: e) all of the higher up are right PG. 418

7. Which of the following is true of the benefits of good quality?
a) enhanced reputation for quality
b) reduced productivity
c) lower liability cost
d) higher liability cots
e) both a & c are correct

Prove Respond

Answer: e) both a & c are correct pg. 418

8. The toll to fix a trouble at the design or production stage, compared to at an earlier phase costs how many times more than?
a) one time
b) two times
c) three times
d) four times
e) five times

Show Answer

Respond e) 5 times PG 419

10. Productivity is closely related to which of the post-obit?:
a) liability
b) costs
c) quality
d) express written warranties
e) lacking products

Show Answer

Reply c) quality PG 418

11. What are the iii costs that are associated with quality?
a) Appraisal costs, Prevention costs, Labor costs.
b) Appraisement costs, Prevention costs, Failure costs.
c) Appraisement costs, Prevention costs, Internal Failures costs.
d) Appraisal costs, Prevention costs, Total Costs.
east) Appraisement costs, Prevention costs, Overhead toll.

12. Which of the following are 2 major aspects of the TQM approach?
a) Continuous comeback and process improvement.
b) Six-sigma and continuous improvement.
c) Problem solving and process improvement.
d) Problem solving and continuous improvement.
e) All of the to a higher place.

13. What is the Japanese term for continuous improvement?
a) kaizen
b) Ishikawa
c) fishbone
d) a. and c. are right answers,
eastward) None of the above.

14. What are the four basic steps in the PDSA cycle?
a) Problem, Decision, Solution, Award.
b) Design, Study, Program, Do, Act.
c) Plan, Blueprint, Check, Deed.
d) Plan, Do, Written report, Act.
east) None of the above.

15. Which basic quality tool is focused on resolving the about important problem?
a) Scatter diagram
b) Control nautical chart
c) Pareto analysis
d) Cause-and-outcome diagram
east) Fishbone diagram

16. Which of the following is a Determinant of Product Quality?
a) Blueprint
b) Production/Service conformity to blueprint
c) Ease of Use
d) Service subsequently commitment
due east) All of the In a higher place

Show Reply

Answer: Due east page 416

17. Which of the following doesn't refer to the term "Ease of Use"?
a) Increases the chances that production will exist used for intended design
b) Product conforms to the intended designs
c) Instructions are included in the product
d) Product continues to role safely and properly
due east) All of the higher up refers to "Ease of Employ"

Show Answer

Answer: B page 417

eighteen. Which is NOT a Consequence of Poor Quality
a) Productivity
b) Loss of Business organization
c) Costs
d) Legal Liability
e) None of the Above

Show Answer

Answer: E page 406

19. The consequences of poor quality products or services may result in:
a) Less Liability
b) Baldrige
c) Injuries and defective output
d) Lower costs
due east) Faster Productivity

Show Respond

Respond: C page 419

20. One of the things Designers should consider when making a production is…
a) Customer preference
b) Company Costs
c) Production capabilities
d) A and C
e) All of the In a higher place

Show Reply

Answer E page 419

21. Although closely associated with quality, this proper noun is not on the list of quality gurus:
a) W. Edwards Deming
b) Philip Crosby
c) Malcolm Baldrige
d) J. Grand. Juran
e) Kaoru Ishikawa

Show Reply

Answer: Malcolm Baldrige (pg 409)

22. Which name is associated with management responsibleness?
a) Deming
b) Crosby
c) Juran
d) Feigenbaum
eastward) Ishikawa

Bear witness Answer

Answer: D. Feigenbaum (pg 411)

23. Which quality pioneer compiled a list of fourteen points that he believed were imperative to reach quality in an organization?
a) Deming
b) Crosby
c) Baldrige
d) Juran
e) Ishiikawa

Show Answer

Reply: A. Deming (pg 409)

24. Which 1 of these is a tool for gathering data?
a) Control nautical chart
b) Fishbone diagram
c) Scatter diagram
d) Flowchart
eastward) Checksheet

Show Reply

Answer: Due east. Checksheet (pg 435)

25. Which one of these is a tool for problem solving?
a) Benchmarking
b) Cause-and-effect diagram
c) Histograms
d) Scatter diagrams
e) Control charts

Show Answer

Answer: Crusade & Effect Diagram (pg 439)

26. Which of these people are non considered one of the "gurus" who mapped out some of the foundations of modern quality direction?
a) Walter Shewhart
b) West. Edwards Deming
c) Joseph M Juran
d) Philip B. Crosby
e) Charles P. Bonini

Prove Answer

Answer is Eastward (pg 409)

27. What is Six Sigma best defined as:
a) A Japanese term for continuous improvement
b) A business concern process for improving quality, reducing costs and increasing customer satisfaction
c) Framework for problem solving and improvement activities
d) A diagram of the steps in a process
e) None of the Above

28. Which of the following is non a dimension of product quality?
a) Performance
b) Special features
c) Consistency
d) Conformance
due east) Reliability

29. Philip B. Crosby identified key points in his concept of zilch defects, which of the below is one of his key points?
a) Management must be persistent in efforts to accomplish good quality
b) Constitute mod methods of grooming on the job
c) Quality products and services begin with design
d) Cost to remedy a problem is a major business concern in quality management
eastward) All the higher up.

xxx. Reducing 1 or more than steps in a supply chain by cut out 1 or more intermediaries is known as:
a) Delayed differentiation
b) Cross-docking
c) Abstention
d) Disintermediation
east) Reverse logistics

31. What are the key elements of Deming'south 14 points?
a) Continuance of purpose
b) Continual improvement
c) Profound knowledge
d) Decreasing labor costs
east) Only a, b, and c

Show Answer

Answer: Due east (pg 409)

32. Past how many times is it more than costly to prepare a problem at the customer end compared to the pattern phase?
a) 1x
b) 5x
c) 3x
d) 2x
east) 4x

Testify Answer

Reply: B (pg.407)

33.Costs of activities designed to ensure quality or uncover defects are costs associated with?
a) external failures
b) failure costs
c) appraisal costs
d) prevention costs
e) internal failures

Show Respond

Answer: C (pg. 409)

35. What is known as performance, aesthetics, special features, conformance, reliability, durability, perceived quality, and serviceability?
a) quality of blueprint
b) quality of conformance
c) return on quality
d) dimensions of quality
e) Deming prize

Show Answer

Answer: D (pg. 403)

36.Which technique uses groups of people to share thoughts and ideas without whatever criticism?
a) Process Comeback
b) Benchmarking
c) Brainstorming
d) Interviewing
e) 5WH2

Show Respond

Respond: C (pg. 444)

37. Benchmarking uses which of the post-obit to improve standards?
a) Larger companies
b) Smaller companies
c) Competitors
d) Suppliers
e) Industry Leaders

Show Answer

Answer: Due east (pg. 445)

38.Which methods asks 7 questions to improve processes?
a) 5W2H
b) Affinity Diagram
c) Quality circles
d) Benchmarking
e) Brainstorming

Testify Answer

Respond: A (pg. 446)

39. Control charts have which of the post-obit features?
a) Tabulated categories
b) Diagrams
c) Lower control limits
d) Upper command limits
e) Both C and D

Show Answer

Respond: East (pg. 436)

40. A Scatter diagram is useful when there is
a) One variable
b) Correlation between variables
c) Multiple variables
d) NO Correlation betwixt variables
e) Variation

Show Answer

Answer: B (pg. 438)

41.What is Not the primary determinants of qualiy, which a production or a service successfully satisfies its intended purpose?
a) Ease of use
b) Cost
c) Design
d) Service after delivery
e) Pattern Conformity

Show Answer

Reply: b) Toll (Pg 416)

42.What is the correct definition of an appraisement cost?
a) toll of preventing defects from occurring
b) price acquired by defective parts or products or by faulty services
c) An arroyo that evaluates the financial return of investments in quality
d) price of activities designed to ensure quality or uncover defects
e) all of the in a higher place

Show Answer

Answer: d) cost of activities designed to ensure quality or uncover defects. (Pg 420)

43.Which quality tool can be useful in getting a sense of the distribution of observed values?
a) histogram
b) check sheet
c) scatter diagram
d) control nautical chart
east) flow chart

Prove Answer

Respond: a) Histogram (Pg 435)

44. What stride comes after "develop operation measures and collect data" and earlier "generate potential solutions" in the TQM problem-solving procedure?
a) define the problem and establish an improvement goal
b) clarify the problem
c) choose a solution
d) implement the solution
e) monitor the solution to see if it accomplishes the goal

Testify Answer

Reply: b) clarify the trouble. (Pg433)

46. Who is known every bit the "father of statistical quality control?"
a) W. Edwards Deming
b) Walter Shewhart
c) Philip B. Crosby
d) Joseph M. Juran
east) Genichi Taguchi

Prove Answer

Answer is B. (Pg 409)

47. Which of the post-obit is Non a dimension of quality?
a) Functioning
b) Durability
c) Aesthetics
d) Investment
due east) Conformance

Prove Answer

Answer is D. (Pages:412-413)

49. A statistical chart of time-ordered values of a sample statistic is a:
a) Flowchart
b) Cheque sail
c) Scatter Diagram
d) Cause-and-event diagram
e) Control nautical chart

Show Answer

Respond is E (Page:439)

l. What question is not included in the 5W2H arroyo?
a) Which
b) What
c) Why
d) Where
e) When

Show Answer

Answer is A (Page:446)

51. Which are included in the product quality?
a) Reliability
b) Durability
c) Convenience
d) a and b
e) All of the above

52. What are the determinants of quality?
a) Blueprint
b) Ease of use
c)Service after commitment
d) The wellness of product to design
eastward) All of the above

53.Which of the following is not a consequence of poor quality?
a) productivity
b) liability
c) costs
d) speed
east) All of the above

54. The appraisal costs ways:
a) costs of preventing defects from occurring
b) costs caused by lacking parts or products or by faulty services
c) costs of activities designed to ensure quality or uncover defects
d) costs related to defective products
e) neither ane is correct.

55. A set of international standards for assessing a company's environmental performance is
a) ISO 14000
b) ISO 24700
c) IEC 24700
d) ISO 9000
east) None of the to a higher place

56. Which tool uses a diagram of the steps as a visual representation of a process?
a) PDSA Cycle
b) Flow Chart
c) Check Canvass
d) Histogram
east) Besprinkle diagram

57. A run chart shows operation over
a) speed
b) quantity
c) productivity
d) time
e) quality

59. All of the following are affected by poor quality EXCEPT — One more choice needed.
a. Loss of Business
b. Increased Liability
c. Decreased Costs
d. Increased Productivity
e. Customer loyalty

Show Answer

Answer C (P418)

60. The Baldrige Laurels is an honor given out for doing what?
a. Stimulate Efforts to improve quality
b. Recognize quality achievements
c. Publicize successful programs
d. All of the in a higher place (ABC)
eastward. None of the in a higher place

Show Answer

Reply D (Page 422)

61. Dimensions of quality include: Functioning, Special Features, Reliability, Durability, Perceived quality, and ___.
a. Tested Quality, Usefulness
b. Ease of use, Aesthetics,
c. Conformance, Price
d. Aesthetics, Conformance
due east. None of the to a higher place

Bear witness Answer

Answer D (p412 definition)

62. Which quality tool uses a technique for classifying trouble areas according to degree of importance, and focusing on the virtually important.
a. Pareto Assay
b. Besprinkle Diagram
c. Control Chart
d. Histogram
e. None of the in a higher place

63.) Which quality management principle(s) class the footing of the latest version of ISO 9000:

A.) A customer focus
B.) Leadership
C.) A process approach
D.) Continual improvement
E.) All of the to a higher place

Prove Answer

Answer is E (p.425)

64.) Which is the almanac honour given past the US government to recognize quality achievements of US companies?

A.) European Quality Honour
B.) Deming Prize
C.) Baldrige Award
D.) Carlton Accolade
Eastward.) Cadillac Award

Show Answer

Answer is C (p.422)

65) Problem solving, material and product losses, fleck, and downtime are examples of:

A) Appraisement costs
B) Prevention costs
C) Internal failure costs
D) External failure costs
Eastward) None of the above

Testify Answer

Respond is C (p. 421)

66. One of the quality dimentions is this same for product and service. Which one?
a) special features
b) serviceability
c) reliability
d) courtesy
east)convenience

Show Answer

answer c (p.403)

67. Half-dozen sigma is a process to :
a) amend quality
b) increase customer satisfaction
c) reduce costs
d) all of the above
e) none of the above

Testify Answer

reply d (p.418)

68.
Who contributed the continuous improvement aspect of quality?

a) Juran
b) Crosby
c) Ohno and Shingo
d) Ishikawa
e) Feigenbaum

Prove Answer

answer c (p. 412)

69.
All of the following are consequences of Poor Quality EXCEPT

a) Liability
b) Loss of business
c) Price
d) Direct feedback
east) a and d

Prove Respond

answer d (p. 418)

70.
PDSA stands for

a) Programme Direct Study Human action
b) Plan Straight Simplify Act
c) Programme Do Study Human action
d) Participate Do Satisfy Act
e) None of the above

Evidence Reply

answer c (p. 433)

71.
Which annual honour is given past the U.Southward. government to recognize quality achievements of U.S. companies?

a) Deming Prize
b) Baldrige Laurels
c) Juran Award
d) Taguchi Award
due east) None of the higher up

Testify Reply

answer b (p.422)

72.
Which type of price relates to attempts to prevent defects from occurring?

a) Prevention Costs
b) Foreseeable Costs
c) Appraisal Costs
d) Failure Costs
e) None of the above

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answer a (p. 420)

Research the iii well-known awards (Baldridge Honour, European Quality Award, Deming Prize) given annually to recognize quality. Selection one of the awards and one of the master evaluation criteria. Compare and Dissimilarity this evaluation criterion for Apple tree and Microsoft. How would these 2 organizations score on this quality dimension? How would you lot advise improving the quality related to this criterion based on the material that is covered in this department?