Exam 26: Quality Management and Measurement

Which of the following is awarded to U.S.organizations only,but whose criteria for performance excellence is accepted as the standard by organizations worldwide?

Which of the following has the goal of having customers perceive the company's products and services as perfect?

Quality costs of conformance and costs of nonconformance are related to each other

A benchmark is a measurement of the gap between the quality of a company's process and the quality of a parallel process

Phelps Company manufactures custom-designed filtering equipment for swimming pools and tanks.In May 2014,the company incurred the following costs of quality: -The total costs of quality as a percentage of sales were

The organization that promotes improvement in quality worldwide is called the International Organization for Standardization.

Managers must not base quality standards for the products on expected ROQ.

ISO guidelines have not been adopted worldwide.

To become ISO certified,an organization must pass a rigorous third-party audit of its manufacturing and service processes.

What are the three steps managers take to create a TQM environment?

Process mapping helps managers identify unnecessary efforts and inefficiencies in a business process.

When money is spent on costs of conformance early in a product's life cycle and a high level of quality is established,you can expect

The costs of quality are made up of

Which of these is not a category considered for evaluation when awarding the Malcolm Baldrige Quality Award?

The following data pertain to the past six months for Ridge Company: Evaluate the three divisions' programs by: a.Computing the costs of conformance and the costs of nonconformance of each division. b.Computing conformance,nonconformance,and total quality costs as a percentage of sales for each division. c.Identifying the division that is developing the strongest quality program. d.Identifying the division that has been slowest to react to the management directive of TQM? Defend your answers.Round percentages to two places beyond the decimal point.

External failure costs are the costs incurred after the product is shipped or the service is delivered to the customer.

Total quality management (TQM)requires all business functions to work together to ensure product quality.

Managers' concerns about the quality of a product or service include customer expectations and perceptions.

As a result of the ISO-certification process,ISO-certified companies have detailed documentation of their operations.

Two respected techniques made popular by Six Sigma are