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Terms in this set [58]
Continuous improvement is based on the philosophy that any aspect of a product can be improved.
true
Benchmarking requires the comparison of your firms to other organizations; it isn't appropriate to benchmark by comparing one of your divisions to another one of your divisions.
false
Quality can improve profitability by reducing costs. What is NOT an aspect of reduced costs by quality improvement?
flexible pricing
Techniques for building employee empowerment:
building communication networks that include employees, building high morale organizations, developing open/supportive supervisors, moving responsibilities from both managers and staff to production employees
The process of improvement technique that sorts the vital few from the trivial many is:
Pareto Analysis
A process range chart illustrates the amount of dispersion within the samples.
true
The probability of rejecting a good lot is consumer's risk.
false
The number of late insurance claim payouts per 100 should be measured with a:
p-chart
Up to three standard deviations above or below the centerline is the amount of variation that statistical process control allows for:
natural variation
A nationwide delivery service keeps track of the number of late deliveries [30 mins late] per day. Which control chart should they use?
c-chart
Acceptance sampling's primary purpose is to:
decide if a lot meets predetermined standards
A type II error occurs when:
a bad lot is accepted
A typical full-service restaurant uses a product-focused process.
false
Three of the four types of processes are:
process focus, repetitive focus, product focus
A product-focused process is commonly used to produce:
high volume, low variety
Arnold Palmer uses which focus?
process
Harley Davidson:
uses work cells to feed its assembly lines
False about repetitive process:
they allow easy switching from one product to another
The crossover point in a production quantity is where:
total costs from one process equal total costs from another process
Which is NOT a strategy for improving service productivity?
mass customization
Quality is mostly the business of the quality control staff, not ordinary employees.
false
Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.
true
All of these will decrease as a result of better quality except:
maintenance costs
A successful TQM program incorporates all except:
centralized decision-making authority
Pareto Charts are used to:
organize errors, problems or defects
A fishbone chart is also known as:
cause-and-effect diagram
Some degree of variability is present in almost all processes.
true
In a statistical process control, the range is often used as a substitute for the standard deviation.
true
A p-chart is appropriate to plot the number of typographic errors per page of text.
false
*c-chart is for
errors
Acceptance sampling accepts or rejects an entire lot based on the information contained in the sample.
true
The number of defects after a hotel room cleaning should be measured with a:
c-chart
Consumer's risk is the probability of:
accepting a bad lot
An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve them.
false
Frito lay is to ___ as Harley Davidson is to ___ focus.
product; repetitive
In the mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following:
tight quality control, removing of same services, standardization, automation
***NOT: customization
Which of the following could reduce costs and increase profit?
increased productivity
Taguchi's quality loss function is based on a:
quadratic equation
Attribute inspection measures:
if the product is good or bad
One hundred percent inspection:
means that every part is checked to see whether or not it is defective
To develop an standard or benchmark, a firm needs to start with:
determine what to benchmark
Which TQM tool would be best for displaying the number of students majoring in each business discipline?
histogram
Which of the following determinants of service quality means approachability?
access
A successful quality strategy begins with:
an organizational culture that fosters quality
What is training and empowering frontline employees to solve a problem immediately?
service recovery
Which is NOT an external failure cost?
scrap
A c-chart is based on:
Poisson distribution
The two popular measures for quantitatively determining if a process is capable are:
process capability ratio and process capability index
What is the probability of accepting a bad lot?
Type II error
Which is not true about the process capability ratio?
a capable process has a process capability ration less than 1
In acceptance sampling, the producer's risk is the risk of having a:
good lot rejected
What is a flowchart with time added on the horizontal axis?
process mapping
Which of the quadrants in the service process matrix has high labor intensity and high customizations?
professional service
What is the fundamental rethinking of business processes to bring about dramatic improvements in performance?
product redesign
Which is an example of technology's impact on wholesale/retail trade industry?
bar-coded data
A fast food restaurant is an example of:
low customization and low degree of labor
NOT true about production technologies:
flexible manufacturing systems and computer integrated manufacturing are increasing the distinction between low-volume/high-variety and high-volume/low-variety production
High-volume, Low-variety production is best suited for:
product focus
NOT true:
adding flexibility to the production process can be a major competitive advantage. Building flexibility into a production process is usually inexpensive but difficult
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