Oscm 456

Front 1

Which of the following statements regarding quality management during the age of craftsmanship that existed before the advent of the Industrial Revolution is true?

Back 1

Quality assurance was informal and efforts were made to ensure that quality was built into products by the people who produced them

Front 2

T/F. Instituting a strategy of quality improvement usually helps to increase short-run profitability.

Back 2

False

Front 3

T/F. The user perspective of quality judges a product based on how well the product performs in its intended function.

Back 3

True

Front 4

Shenzen Electronics, a cell phone manufacturing company, buys microphones and Bluetooth handsets from Arif Infotech, which manufactures cell phones and cellular accessories. For Atid Infotech, Shenzen is an

Back 4

External customer

Front 5

Customers generally view quality from the _______ perspective

Back 5

Transcendent or product

Front 6

Customers evaluate a service primarily by

Back 6

Quality of the human contact

Front 7

Which of the following statements regarding the Six Sigma approach to quality improvement is true?

Back 7

It integrates many traditional quality improvement tools and techniques that have been tested and validated over the years, with a bottom-line and strategic orientation that appeals to senior managers.

Front 8

The book Quality is Free was written by

Back 8

Philip Crosby

Front 9

T/F. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, but not for front-line employees.

Back 9

False

Front 10

The ultimate purchaser of a product or service is referred to as a

Back 10

Consumer

Front 11

In Deming’s view, ______ is the chief culprit of poor quality

Back 11

Variation

Front 12

T/F. Dr. Kaoru Ishikawa, a quality philosopher, advocated collecting and analyzing factual data using simple visual tools, statistical techniques, and teamwork as the foundation for implementing total quality.

Back 12

True.

Front 13

T/F. Deming emphasized that knowledge is not possible without theory, and experience alone does not establish a theory.

Back 13

True.

Front 14

A company and the people in the company renew themselves to take in new approaches and relearn many older ones. This is called ___________

Back 14

Organizational learning

Front 15

T/F. Juran and Deming agreed on the policy “Feat can bring out the best in people”

Back 15

False

Front 16

According to point one of Deming’s 14 points for quality management, the responsibility of improving a firm’s competitive points lie with ______

Back 16

Top management

Front 17

Deming laid out a “quality improvement program” for companies such as Ford, GM, and Proctor&Gamble, when invited to work with them to improve their quality

Back 17

False

Front 18

Deming laid out a “quality improvement program” for companies such as Ford, GM, and Procter & Gamble, when invited to work with them to improve their quality.

Back 18

False

Front 19

Deming synthesized the underlying foundation of the 14 points of improving quality into four simple elements which are called

Back 19

A system of profound knowledge

Front 20

A _______ is a set of functions or activities within an organization that work together for the aim of the organization.

Back 20

System