Quality Management Quiz - Chapter 1

Front 1

There are different ______ of quality in the supply chain. For example - quality of ______ and ______.

Back 1

perspectives, clothe, semiconductor

Front 2

Product Quality Definitions

Back 2

Transcendent, Product-based, User-based, Manufacturing-based, Value-based

Front 3

Product Quality Dimensions

Back 3

Performance, Features, Reliability, Conformance, Durability, SErviceability, Aesthetics, Perceived Quality

Front 4

Efficiency with which a product achieves its intended purpose

Back 4

Performance {product quality dimension}

Front 5

Efficiency with which a product achieves its intended purpose

Back 5

Features {product quality dimension}

Front 6

Perform consistently over the product’s useful life.

Back 6

Reliability {product quality dimension}

Front 7

Adherence to quantifiable specifications

Back 7

Conformance {product quality dimension}

Front 8

The degree to which a product tolerates stress or trauma without failing

Back 8

Durability {product quality dimension}

Front 9

The ease of repair for a product

Back 9

Serviceability {product quality dimension}

Front 10

Subjective characteristics such as taste, feel, sound, look, and smell.

Back 10

Aesthetics {product quality dimension}

Front 11

Quality as the customer perceives it…image, recognition, word of mouth.

Back 11

Perceived Quality {product quality dimension}

Front 12

Service Quality Dimensions

Back 12

Tangibles, Service Reliability, Responsiveness, Assurance, Empathy

Front 13

Physical appearance of the facility, equipment, personnel and communication materials

Back 13

Tangibles {service quality dimension}

Front 14

The ability of the service provider to perform the promised service

Back 14

Service Reliability {service quality dimension}

Front 15

The willingness of the provider to be helpful and prompt in providing service

Back 15

Service Reliability {service quality dimension}

Front 16

The knowledge and courtesy of the employees and their ability to inspire trust and confidence

Back 16

Assurance {service quality dimension}

Front 17

Caring individualized attention from the service company

Back 17

Empathy {service quality dimension}

Front 18

Functional perspectives on quality include:

Back 18

supply chain, engineering, operations, strategic management, marketing, financial, human resource

Front 19

Quality from a supply chain perspective:
- From Value Chain
* _____ filters: ISO 9000:2008
* _____
* _____ Stream Mapping
* Six _____ - DMAIC (define, measure, analyze, improve, control_
* After-_____ service

Back 19

Supplier
EDI
Value
Sigma
sale/

Front 20

Six Sigma - DMAIC stands for what?

Back 20

define, measure, analyze, improve, control

supply chain perspective

Front 21

Applying mathematical problem-solving skills and modeling techniques are the characteristics of a(n) _____ perspective

Back 21

engineering

Front 22

Where is an engineering perspective used?

Back 22

Operations Research, Product Design Engineering, Concurrent Engineering

Front 23

A(n) _____ perspective is initially only on SPC and uses the systems view that underlies modern quality management thinking.

Back 23

operations

Front 24

An operations perspective uses the _____ view that underlies modern quality management thinking.

Back 24

systems

Front 25

For Quality Management to be pervasive in a firm it needed to be included in all of the firm's business processes including strategic planning. This is characteristic of the _____ perspective.

Back 25

strategic management

Front 26

A _____ perspective looks at how marketers focus on perceived quality or quality as the customer views it. They focus more on satisfaction than volume of sales - word of mouth.

Back 26

marketing

Front 27

Marketers focus on _____ quality or quality as the _____ view it. They focus more on _____ than volume of _____ - word of mouth.

Back 27

perceived, customer, satisfaction, sales

Front 28

Deming says that quality improvement is linked to reduction of defections and improved organizational performance (demonstrated in the Deming value chain). This is part of a _____ perspective on quality.

Back 28

financial

Front 29

Juran says that Quality related costs can result in lost sales because of a poor reputation for reliability: identify and measure the costs of quality. This is part of a _____ perspective on quality.

Back 29

financial

Front 30

According to the financial perspective on quality, there is an _____ quality level.

Back 30

optimum

Front 31

_____ says that Quality related costs can result in lost sales because of a poor reputation for reliability: identify and measure the costs of quality. This is part of a financial perspective on quality.

Back 31

Juran

Front 32

______ says that quality improvement is linked to reduction of defections and improved organizational performance (demonstrated in the Deming value chain). This is part of a financial perspective on quality.

Back 32

Deming

Front 33

What perspective on quality says that it is impossible to implement quality without the commitment and action of the employees?

Back 33

human resources perspective

Front 34

What are the three spheres of quality?

Back 34

quality management, quality assurance, quality control

Front 35

Quality ______ is based on the scientific method. It is responsible for measuring process performance, optimizing processes, and developing and maintaining control charts.

Back 35

control

Front 36

Quality control functions:
- Measuring process ______
- ______ processes
- Developing and maintaining ______ charts

Back 36

- performance
- Optimizing
- control

Front 37

Quality ______ concerns guaranteeing the quality of goods and services. It is responsible for failure mode and effective analysis, concurrent engineering, and process improvement.

Back 37

assurance

Front 38

Quality assurance functions:
- ______ mode and effective ______
- ______ engineering
- ______ improvement

Back 38

- failure, analysis
- concurrent
- process

Front 39

Quality ______ thinks that quality is the responsibility of all management, not just quality managers.

Back 39

management

Front 40

Two other perspectives on quality include: ______-added perspective on quality and the ______ perspective on quality.

Back 40

value, cultural

Front 41

There are different ______ on quality. There is disagreement on the ______ of quality.

Back 41

perspectives, definition

Front 42

Quality ______, quality ______, and quality ______ focus on different aspects of quality.

Back 42

control, assurance, management

Front 43

Quality ______ requires a complex mix of factors.

Back 43

improvement

Front 44

A review on quality includes the ______ perspective (ex: pharmaceutical)

Back 44

contingency