Exam 19: Balanced Scorecard: Quality and Time

Which of the following correctly describes customer-response time?

Which of the following is not true regarding balanced scorecard measures?

Managers looking to reduce defective units produced at bottleneck operations would most likely be monitoring internal-business-process measures on the balanced scorecard.

The costs of quality are the costs incurred ________.

Relevant-cost and relevant-revenue analysis uses the allocated costs as the base for calculating the costs of a quality improvement program.

The amount of time from when a customer places an order for a product to when the product or service is delivered to the customer is referred to as ________.

Which of the following describes appraisal costs?

Captain Carl's Seascapes produces sea pictures for sale through catalogs.The company has two workstations,photo production and framing.The photo production station is limited by the speed of operating the photo development machine.Framing is limited by the speed of the employees.Framing normally waits for work from photo production.Each department works an eight-hour day.If Captain Carl's Seascapes adds an earlier half shift so that photo production begins work four hours earlier than framing each day,the two departments generally finish their work at about the same time.Not only does this eliminate the bottleneck,but it also increases finished units produced each day by 220 units.All units produced can be sold.The cost of operating the photo production department four more hours each day is $1250.The contribution margin of the finished products is $20 each. What is the total production per day if the change is made?

The two basic aspects of quality are quality of design and conformance quality.Define and give an example of each.

What are ISO 9000 and ISO 14000?

Which of the following is an example of a nonfinancial measure for customer satisfaction?

Which of the following is a learning-and-growth measure to study the output during bottleneck situations?

The implication of controlling a process at a Six Sigma level is that the process produces only 3.4 defects per million products produced.

Manufacturing cycle times affect both revenues and costs.Explain.

In the banking industry,depositing a customer's check into the wrong bank account is an example of quality of design failure.

Which of the following is a graph of a series of successive observations of a particular step,procedure,or operation taken at regular intervals of time?

The tool crib at a large manufacturing company is responsible for providing tools to the factory workers on demand.The tool crib has a variable demand.Historically,its demand has ranged from 220 to 500 small tools per day with an average of 360.Diane,the tool crib attendant,works eight hours a day,five days a week.Each order is for one small tool and each small tool takes Diane 1 minute to retrieve from the bins. Diane has been asked to consider plans to add the retrieval of larger tooling fixtures to her duties.She anticipates that there would be an average of 10 tooling fixtures per day requested.Each tooling fixture would take Diane 4 minutes to retrieve. What is the average waiting time,in minutes,if Diane continues to be the only worker that would retrieve the small tools as well as the larger tooling fixtures?

Which of the following is an internal-business-process measure to study the output during bottleneck situations?

Acme Janitor Service has always taken pride in the fact that it had one of the highest customer response times in the home cleaning service industry.However,as the products manufactured for this industry have become more complex,the company's customer response time has declined. Required: Why do you think that response time declined if all other quality factors have remained the same?

Nonfinancial measures are ineffective at helping managers evaluate how well they have done on goals such as improving manufacturing cycle times and customer response times.