Exam 2: Ensuring High Quality and Productivity

Joseph M.Juran,one of the experts who played an important role in spreading the idea of total quality management (TQM),taught quality concepts to the Japanese.He emphasized the view that management should seek to maintain and improve quality through efforts on two levels: the organization as a whole and the _____.

When managers start talking about improving productivity,employees initially react with relief.

_____ can be best described as the quality improvement method that involves focusing the whole organization on continuously improving every business process so it satisfies customers.

An operator who periodically measures some aspect of ongoing production and plots the results on a control chart is most likely using:

The most accurate way to apply statistical quality control is to use a:

In the context of dimensions of quality,_____ refers to the way a product looks,feels,tastes,and smells.

Dexter,a supervisor at Rensil Inc.,emphasizes how to do things in a way that results in better quality.In the context of types of quality control,Dexter is inclined toward _____.

Marc,an employee at Tezel Inc.,was assigned work by his manager.The manager asked him to start work as soon as he receives instructions from his supervisor.Marc waits for three hours before his supervisor gives him instructions to start work.In the context of productivity,the time spent on waiting for instructions is called _____.

_____ is the process in which teams map the details of each work process,looking for ways to eliminate waste.

In the context of quality improvement methods,_____ can be best described as using a formal process in which teams study processes and correct problems to limit defects to 3.4 per million operations.

In the context of constraints on productivity,when government regulations seem illogical,an organization:

Magix Productions orders new equipment for the company.The new equipment costs $50,000 and will help the company to save $10,000 annually.What is the average rate of return of the equipment?

Foodie,a fast-food joint,offers home delivery service.The manager realizes that the purchase of a few motorcycles would make their service more efficient.The estimated cost of purchase is set at $100,000 and it is expected to save $20,000 per year.In this case,the payback period would be _____ years.

In the context of dimensions of quality,_____ refers to the degree to which aproduct's design and operating characteristics meet established standards.

The expenses that an organization incurs on rent,utilities,and staff support are termed as:

In the context of dimensions of quality,_____ primarily refers to supplements to a product's basic operating characteristics.

_____ refers to the worth the customer places on what he or she gets (the total package of goods and services)relative to cost of acquiring it.

Productivity is most likely to improve when:

In the context of quality improvement,_____ is a larger goal toward which an organization's quality improvement methods should be directed.

In the context of dimensions of quality,_____ refers to the speed and ease of repairing a product.