Deck 13: Supply Chain Quality Management

Question 1

The propensity for a product to function over its useful life is known as the "durability" dimension of quality.

Answer 1

False

Question 2

Product attributes that supplement the product's basic functionality are known as the ________ dimension of quality.

Answer 2

features

Question 3

The plan,do,check,act (PDCA)process for quality improvement was espoused by

A)W.Edwards Deming.
B)Joseph Juran.
C)Philip Crosby.
D)Kaoru Ishikawa

Answer 3

A

Question 4

The extent to which products meet specifications is known as the ________ dimension of quality.

Question 5

The degree to which a product tolerates stress or trauma without failing is known as the ________ dimension of quality.

Question 6

Which dimension of quality describes the product attributes that supplement the product's basic functionality?

A)Performance
B)Features
C)Reliability
D)Conformance

Question 7

The efficiency with which a product achieves its intended purpose is known as the ________ dimension of quality.

Question 8

Which dimension of quality describes the extent to which products meet specifications?

A)Performance
B)Features
C)Reliability
D)Conformance

Question 9

The quality expert who described quality management as a trilogy that consists of quality planning,quality control,and quality improvement is

A)W.Edwards Deming.
B)Joseph Juran.
C)Philip Crosby.
D)Kaoru Ishikawa.

Question 10

The efficiency with which a product achieves its intended purpose is known as the "reliability" dimension of quality.

Question 11

The extent to which products meet specifications is known as the "conformance" dimension of quality.

Question 12

The ease of repair for products is known as the ________ dimension of quality.

Question 13

Which dimension of quality describes the efficiency with which a product achieves its intended purpose?

A)Performance
B)Features
C)Reliability
D)Conformance

Question 14

Propensity for a product to function over its useful life is known as the ________ dimension of quality.

Question 15

Which dimension of quality describes the degree to which a product tolerates stress or trauma without failing?

A)Performance
B)Durability
C)Reliability
D)Conformance

Question 16

The quality expert best known for statistical thinking and who also proposed focusing on the system for quality improvement is

A)W.Edwards Deming.
B)Joseph Juran.
C)Philip Crosby.
D)Kaoru Ishikawa.

Question 17

Which dimension of quality describes the propensity for a product to function over its useful life?

A)Performance
B)Features
C)Reliability
D)Conformance

Question 18

The efficiency with which a product achieves its intended purpose is known as the "performance" dimension of quality.

Question 19

Quality assessment based on customer opinion is known as the ________ dimension of quality.

Question 20

Subjective sensory attributes of a product such as taste,feel,sound,look,and smell are known as the ________ dimension of quality.

Question 21

In Joseph Juran's content of Big Q quality,training in managing for quality is ________.

Question 22

In which phase of the PDCA cycle do managers perform trial experiments to test their improvements?

A)Plan
B)Do
C)Check
D)Act

Question 23

In Joseph Juran's content of Little q quality,customers are ________.

Question 24

In which phase of the PDCA cycle do managers identify problems,assess root causes,and propose new and better methods for processing?

A)Plan
B)Do
C)Check
D)Act

Question 25

In which phase of the PDCA cycle do managers make the proposed quality improvements permanent?

A)Plan
B)Do
C)Check
D)Act

Question 26

In the ________ phase of the PDCA cycle,managers review their implementation to see if they achieve the desired results and make adjustments as necessary.

Question 27

The quality expert who is credited with coining the phrase company-wide quality control is

A)W.Edwards Deming.
B)Joseph Juran.
C)Philip Crosby.
D)Kaoru Ishikawa.

Question 28

In the ________ phase of the PDCA cycle,managers perform trial experiments to test their improvements.

Question 29

The quality expert who proposed through his approach of 14 steps that quality,as a managed process,can be a source of improved financial performance for any firm is ________.

Question 30

The quality expert best known for statistical thinking and who also proposed focusing on the system for quality improvement is ________.

Question 31

The concept of looking at quality problems through the lens of data is known as ________.

Question 32

The quality expert who is credited with coining the phrase company-wide quality control is ________.

Question 33

In the ________ phase of the PDCA cycle,managers identify problems,assess root causes,and propose new and better methods for processing.

Question 34

Joseph Juran was best known for statistical thinking and also proposed focusing on the system for quality improvement.

Question 35

The quality expert who proposed through his approach of 14 steps that quality,as a managed process,can be a source of improved financial performance for any firm is

A)W.Edwards Deming.
B)Joseph Juran.
C)Philip Crosby.
D)Kaoru Ishikawa.

Question 36

In which phase of the PDCA cycle do managers review their implementation to see if they achieve the desired results and make adjustments as necessary?

A)Plan
B)Do
C)Check
D)Act

Question 37

Joseph Juran describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

Question 38

According to Joseph Juran,it is the systems that management puts into place that are primarily responsible for poor quality,not employees.

Question 39

In the ________ phase of the PDCA cycle,managers make the proposed quality improvements permanent.

Question 40

________ describes quality management as a trilogy that consists of quality planning,quality control,and quality improvement.

Question 41

In a supply chain setting,a firm's product quality conformance is only as good as the conformance of its ________.

Question 42

The ability of the service provider to perform his or her job dependably and accurately is known as the "assurance" dimension of service quality.

Question 43

The global environmental quality standard is known as ________.

Question 44

A set of companion surveys used to perform gap analysis in service firms,which is based on the notion that customers are more satisfied when their perceptions of a service are more closely aligned with the service design of the service provider is known as ________.

Question 45

SERVQUAL is based on the notion that customers are more satisfied when their perceptions of a service are more closely aligned with the ________ of the service provider.

Question 46

An instrument to measure customer expectations of a service is known as ________.

Question 47

The quality management system dealing with fundamentals and vocabulary is known as ________.

Question 48

ISO 9000 is

A)a global labor standard.
B)a rule imposing customs duties for global trade.
C)a global standard for quality.
D)a production scheduling rule.

Question 49

The willingness of a service provider to be prompt and helpful is known as the ________ dimension of service quality.

Question 50

The quality management guidelines for performance improvement are known as ISO 9004.

Question 51

A systems-based approach to performance improvement that leverages opportunities created by upstream and downstream linkages with suppliers and customers is known as ________.

Question 52

The difference between what customers expect and what they receive from the service provider is known as the ________ gap.

Question 53

The global environmental quality standard is known as

A)ISO 14000.
B)ISO 9000.
C)ISO 9001.
D)ISO 9004.

Question 54

The willingness of a service provider to be prompt and helpful is known as the "responsiveness" dimension of service quality.

Question 55

Authors who write books with few errors can be said to excel in which dimension of service quality?

A)Tangibles
B)Responsiveness
C)Reliability
D)Empathy

Question 56

The ability of the service provider to perform his or her job dependably and accurately is known as the ________ dimension of service quality.

Question 57

A hotel offering clean rooms with an attractive check-in lobby offers which dimension of service quality?

A)Tangibles
B)Responsiveness
C)Assurance
D)Empathy

Question 58

The service quality dimension relating to caring and individual attention is known as ________.

Question 59

ISO 9004 is the global environmental quality standard.

Question 60

The quality management guidelines for performance improvement are known as ________.

Question 61

The basic quality tool used to identify the causes of problems is known as ________.

Question 62

The basic quality tool where the operator keeps track of process errors and defects is known as ________.

Question 63

The basic quality tool which involves graphical representation of data in bar charts is known as ________.

Question 64

Comparing business results and accounting information is known as

A)process benchmarking.
B)financial benchmarking.
C)performance benchmarking.
D)strategic benchmarking.

Question 65

A control chart is a visual representation of the various stages in a process.

Question 66

The basic quality tool that managers use to identify and prioritize problems they need to solve is known as

A)scatter plot.
B)Pareto diagram.
C)run chart.
D)process map.

Question 67

Comparing firm competitiveness along several dimensions is known as

A)process benchmarking.
B)financial benchmarking.
C)performance benchmarking.
D)strategic benchmarking.

Question 68

The basic quality tool that managers use to identify and prioritize problems they need to solve is known as ________.

Question 69

An instrument to measure customer perceptions of a service is known as ________.

Question 70

The basic quality tool which is used to study the relationships between variables is known as

A)scatter plot.
B)Pareto diagram.
C)histogram.
D)process map.

Question 71

The basic quality tool used to plot time series data in order to identify data trends is known as ________.

Question 72

Comparing cost structures,speed,quality levels,etc.is known as

A)process benchmarking.
B)financial benchmarking.
C)performance benchmarking.
D)strategic benchmarking.

Question 73

Which one of the following is not a category for the Malcolm Baldrige National Quality Award?

A)Leadership
B)Strategic planning
C)Profitability
D)Customer focus

Question 74

The basic quality tool used to identify the causes of problems is known as

A)scatter plot.
B)run chart.
C)fishbone diagram.
D)process map.

Question 75

The basic quality tool which involves graphical representation of data in bar charts is known as

A)check sheet.
B)Pareto diagram.
C)histogram.
D)process map.

Question 76

A benchmark is an exemplar firm that others revere as a role model.

Question 77

The basic quality tool used to plot time series data in order to identify data trends is known as

A)scatter plot.
B)run chart.
C)histogram.
D)process map.

Question 78

The basic quality tool where the operator keeps track of process errors and defects is known as

A)check sheet.
B)Pareto diagram.
C)run chart.
D)process map.

Question 79

The basic quality tool which is used to study the relationships between variables is known as ________.

Question 80

A quality management approach based on understanding customers and striving to satisfy their needs is known as ________.