Exam 8: Performance Measurement And Information Management

Traditionally,most organizations relied on the following performance data EXCEPT:

A common process-level measurement,extensively used in Six Sigma environments,is _____ - the probability that a unit can pass through a series of process steps without defects.

COQ approaches have numerous objectives,but perhaps the most important one is to:

Should an organization invest more heavily in appraisal or prevention costs? Explain your position.

_____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the enterprise.

For most companies embarking on a quality cost program,management typically finds that actual costs,in order of highest to lowest,are:

Quality costs in services are generally labor dependent.

Key business drivers represent things that separate an organization from its competition and define strengths to exploit or weaknesses to correct.

_____ refer to the accumulated intellectual resources that an organization possesses,including information,ideas,learning,understanding,memory,insights,cognitive and technical skills,and capabilities.

In services,a measure of quality analogous to defects per unit is:

An inspector at a shirt manufacturer discovered that over fifteen hundred shirts were manufactured with incorrect buttons.The manufacturer sold the shirts at 70% of the normal price to a retailer who specializes in "factory seconds." The revenue lost by the manufacturer is considered:

_____ is information that is formed around intangible factors resulting from an organization's or individual's experience,and is content-specific.

The acronym SMART used to characterize good measures and indicators is expanded as:

______ measures tell what happened,and ________ measures predict what will happen.

Which of the following is NOT a common measurement basis for index numbers?

A hotel's use of ratings and awards from travel industry publications to assess its competitive status is an example of using comparative data.

The cost Ford Motor Corporation incurred to recall its one-year-old Windstar vans in order to replace a faulty relay switch is an example of:

Quality cost data can be broken down by all of the following EXCEPT:

Total quality cost index is computed as: Total quality cost index = total quality costs/direct quality costs.

A convenient way of reporting quality costs is through a breakdown by organizational function.