OPM530 CH 5

"Making it right the first time" is:

• an unrealistic definition of quality.

• a user-based definition of quality.

• a manufacturing-based definition of quality.

• a product-based definition of quality.

GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of __________ .

• prevention costs

• appraisal costs

• internal failure costs

• external failure costs

PDCA, developed by Shewhart, stands for which of the following?

• Plan-Do-Check-Act

• Plan-Develop-Check-Accept

• Problem-Develop Solution-Check-Act

• Prepare-Develop-Create-Assess

When one of Britain's largest children's hospitals tries to emulate Ferrari Racing in accounting practices, it is an example of __________ .

• internal benchmarking

• external benchmarking

• Taguchi concepts

• employee empowerment

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using:

• a Pareto chart.

• a scatter diagram.

• a cause-and-effect diagram.

• a flowchart.

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

• Pareto chart

• flowchart

• Ishikawa diagram

• control charts

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to answer questions relating to the car's features, the salesperson's friendliness, and the dealer's outlet location. The dealership should be ESPECIALLY concerned with which determinants of service quality?

• competence, courtesy, and credibility

• competence, responsiveness, and reliability

• communication, responsiveness, and tangibles

• competence, courtesy, and access

Which of the determinants of service quality involves performing the service right consistently?

• access

• reliability

• credibility

• courtesy

Which dimension of quality being emphasized in the advertisement on the left?

• Performance

• Features

• Durability

• Reliabilty

Lenovo's lamps last longer than Xiaomi's. In this case, Lenovo's _________ is better than Xiaomi's.

• Performance

• Features

• Durability

• Reliabilty