Question 1

____ is a comprehensive,organization-wide strategy for improving product and/or service quality on a systematic and continuous basis.
A)Total quality management
B)Statistical quality control
C)Benchmarking
D)Total factor productivity
E)Synergistic effectiveness

Accepted Answer

Total quality management (TQM) is a comprehensive approach to quality improvement that involves all aspects of an organization. It aims to continuously improve product and service quality by involving all employees in the process and applying a systematic approach to quality management. TQM also involves identifying and addressing underlying issues and ensuring that customer needs and expectations are met. Statistical quality control, benchmarking, and total factor productivity are all tools and techniques that can be used within the framework of TQM to achieve these objectives. Synergistic effectiveness is not directly related to quality management.

Question 2

Which of the following is one of the dimensions that can be used to assess or evaluate quality?
A)Reliability
B)Serviceability
C)Aesthetics
D)Durability
E)All of these choices

Accepted Answer

All of these dimensions (reliability, serviceability, aesthetics, durability) can be used to assess or evaluate quality. Each dimension contributes to overall quality and must be considered in the evaluation process.

Question 3

The Federal Communications Commission has a list of words broadcasters cannot say on the air.This is a dimension of quality known as
A)performance.
B)conformance.
C)perceived quality.
D)serviceability.
E)reliability.

Accepted Answer

The list of words that broadcasters cannot say on the air is a set of rules and regulations that determine whether or not the broadcaster is conforming to the guidelines set forth by the Federal Communications Commission (FCC). Conformance is a key factor in quality management, as it ensures that standards are being met and that there is consistency in the process. Therefore, the correct choice is B) conformance.

Question 4

GE offers an eight-hour seminar based on its six sigma quality program,which aims for only one defect per 1,000,000-unit production run,to employees in its new facility in Brazil.This example focuses on which component of the quality management strategy?
A)Technology
B)Materials
C)Employee involvement
D)Methods
E)Operations

Accepted Answer

The eight-hour seminar offered by GE to its employees in Brazil on its six sigma quality program indicates employee involvement, which is a critical component of the quality management strategy. The program emphasizes the participation of employees in identifying, analyzing, and solving quality issues to achieve set quality standards. The other components of quality management, such as technology, materials, methods, and operations, may be critical, but this example specifically highlights employee involvement.

Question 5

Which of the eight dimensions of quality is a measure of product life?
A)Reliability
B)Durability
C)Serviceability
D)Performance
E)Perceived quality

Accepted Answer

Durability is the dimension of quality that measures the length of a product's life or its ability to withstand wear and tear over time. It is an important factor for consumers who want products with a long life span and are resistant to damage or breakdowns.

Question 6

____ is the totality of features and characteristics of a product or service that determines its ability to satisfy stated or implied needs.
A)The needs satisfaction index
B)The operations effectiveness ratio
C)The productivity/efficiency ratio
D)Quality
E)Synergistic effectiveness

Accepted Answer

Quality is the totality of features and characteristics of a product or service that determines its ability to satisfy stated or implied needs. It is a key factor in achieving customer satisfaction and loyalty.

Question 7

Ford recently mandated higher quality standards for all of the parts that it buys from suppliers.This is an example of which major component of a total quality management strategy?
A)Technology
B)Materials
C)Employee involvement
D)Methods
E)Operations

Accepted Answer

Mandating higher quality standards for purchased parts falls under the materials component of total quality management, which involves ensuring that all materials and components used in production meet the required quality standards.

Question 8

Which of the following would seem especially appropriate for firms using a just-in-time inventory system?
A)A broad customer base
B)Substantial amounts of warehouse space
C)Multiple sources of supply
D)Good distribution systems
E)Computer-assisted manufacturing

Accepted Answer

Just-in-time inventory systems rely on receiving materials and supplies right when they are needed, rather than storing large amounts of inventory. Therefore, having multiple sources of supply ensures that the needed materials will always be available when required.

Question 9

The fact that a product or system needs to be capable of meeting established standards refers to which quality dimension?
A)Relative quality
B)Conformance
C)Absolute level of quality
D)Perceived quality
E)Performance

Accepted Answer

Conformance relates to whether a product or system meets established standards or specifications. This is different from perceived quality, which refers to how the product is perceived by users or customers. Performance, relative quality, and the absolute level of quality are also important dimensions, but they are not specifically related to meeting standards.

Question 10

Rich is comparing the quality and features of Facebook to those on Google+.This is an example of the ____ of quality.
A)relative nature
B)absolute nature
C)conformance dimension
D)price dimension
E)aesthetic nature

Accepted Answer

Comparing the quality and features of two different products is an example of relative nature, as it involves evaluating one product in relation to another.

Question 11

Which of the eight dimensions of quality refers to the probability of a product NOT malfunctioning during a specified period?
A)Reliability
B)Durability
C)Serviceability
D)Performance
E)Perceived quality

Accepted Answer

Reliability refers to the probability of a product not malfunctioning during a specified period, making it the correct choice. Durability refers to the amount of use a product can withstand over time, serviceability refers to the ease of repairing or maintaining a product, performance refers to the product's ability to perform its intended function, and perceived quality refers to the customer's subjective evaluation of the product's quality.

Question 12

Which of the following is a basic component of a total quality management strategy?
A)Employee involvement
B)Technology
C)Materials
D)Strategic commitment
E)All of these choices

Accepted Answer

Employee involvement, technology, materials, and strategic commitment are all basic components of a total quality management strategy. TQM emphasizes the importance of involving employees at all levels of an organization in the quality process, utilizing technology to improve processes and communication, ensuring high-quality materials are used in production, and committing to a strategic approach to consistently improve quality.

Question 13

Which of the following statements about the relationship between productivity and quality is true?
A)There is no relationship between productivity and quality.
B)Increased productivity means decreased quality.
C)Higher quality results in higher productivity.
D)Productivity and quality are inversely related.
E)All of these choices

Accepted Answer

The answer of Which of the following statements about the...

Question 14

The Malcolm Baldridge Award is given to companies that make major ____ advancements.
A)productivity
B)operations
C)quality
D)technology
E)strategic

Accepted Answer

The Malcolm Baldridge Award recognizes companies that have made significant improvements in their quality management processes and outcomes. While productivity, operations, technology, and strategic advancements may also be factors in a company's success, the award specifically focuses on quality.

Question 15

Wal-Mart replaced some checkout lanes with self-checkout.Customers with full carts waiting in line for full checkout may complain that ____ is not a dimension of quality that is a priority for Wal-Mart.
A)features
B)reliability
C)durability
D)serviceability
E)None of these choices

Accepted Answer

The answer of Wal-Mart replaced some checkout lanes with self-checkout.Customers...

Question 16

At Wal-Mart,70 percent of merchandise is rung up at the cash register before the company even pays for it.This is an example of
A)management by objectives.
B)participatory management.
C)quality circles.
D)a just-in-time inventory system.
E)computer-assisted manufacturing.

Accepted Answer

The situation described is an example of a just-in-time inventory system, in which goods are reordered and restocked only as needed, rather than being held in inventory for extended periods of time. This allows the company to reduce costs associated with holding excess inventory and improves efficiency in the supply chain.

Question 17

Dorothy loves eating at Panera Bread.She likes the taste of the food.This is an example of which dimension of quality?
A)Aesthetics
B)Durability
C)Conformance
D)Features
E)All of these choices

Accepted Answer

The statement indicates that Dorothy enjoys the taste of the food, which falls under the Aesthetics dimension of quality.

Question 18

Many parents complain that a PG-13 movie today was rated R in the past.Movie companies may be following the letter of the standards,if not the spirit,to gain access to more viewers.This is an example of
A)conformance.
B)reliability.
C)benefits.
D)aesthetics.
E)durability.

Accepted Answer

The situation described in the statement refers to companies conforming to the letter of the standards to achieve a particular outcome, in this case, gaining access to more viewers. This aligns with the definition of conformance, which involves adhering to established standards or regulations.

Question 19

Which of the following statements concerning the relationship between productivity and quality is TRUE?
A)The two are inversely related.
B)There is a direct, positive relationship between the two.
C)There is no specific relationship between the two.
D)Productivity causes quality.
E)Quality causes productivity.

Accepted Answer

There is a direct, positive relationship between productivity and quality. When productivity is increased, there is often a corresponding increase in quality due to improved processes, resources, and attention to detail. When quality is improved, it can also lead to increased productivity as fewer errors and mistakes lead to less rework, less time wasted, and more efficient processes. Ultimately, a balance between productivity and quality must be achieved to ensure both efficient operations and satisfied customers.

Question 20

Dorothy loves eating at Panera Bread.She thinks of all the fast food,it is the healthiest.Healthy food is a dimension of quality known as ____.
A)reliability
B)durability
C)features
D)aesthetics
E)serviceability

Accepted Answer

The dimension of quality that refers to the nutritional value, ingredients, and overall health benefits of a product is features. In this scenario, Dorothy considers Panera Bread to be the healthiest fast food option, which aligns with the features dimension of quality.

Quiz 21: Managing Operations, Quality, and Productivity

____ is a comprehensive,organization-wide strategy for improving product and/or service quality on a systematic and continuous basis.

Which of the following is one of the dimensions that can be used to assess or evaluate quality?

The Federal Communications Commission has a list of words broadcasters cannot say on the air.This is a dimension of quality known as

GE offers an eight-hour seminar based on its six sigma quality program,which aims for only one defect per 1,000,000-unit production run,to employees in its new facility in Brazil.This example focuses on which component of the quality management strategy?

Which of the eight dimensions of quality is a measure of product life?

____ is the totality of features and characteristics of a product or service that determines its ability to satisfy stated or implied needs.

Ford recently mandated higher quality standards for all of the parts that it buys from suppliers.This is an example of which major component of a total quality management strategy?

Which of the following would seem especially appropriate for firms using a just-in-time inventory system?

The fact that a product or system needs to be capable of meeting established standards refers to which quality dimension?

Rich is comparing the quality and features of Facebook to those on Google+.This is an example of the ____ of quality.

Which of the eight dimensions of quality refers to the probability of a product NOT malfunctioning during a specified period?

Which of the following is a basic component of a total quality management strategy?

Which of the following statements about the relationship between productivity and quality is true?

The Malcolm Baldridge Award is given to companies that make major ____ advancements.

Wal-Mart replaced some checkout lanes with self-checkout.Customers with full carts waiting in line for full checkout may complain that ____ is not a dimension of quality that is a priority for Wal-Mart.

At Wal-Mart,70 percent of merchandise is rung up at the cash register before the company even pays for it.This is an example of

Dorothy loves eating at Panera Bread.She likes the taste of the food.This is an example of which dimension of quality?

Many parents complain that a PG-13 movie today was rated R in the past.Movie companies may be following the letter of the standards,if not the spirit,to gain access to more viewers.This is an example of

Which of the following statements concerning the relationship between productivity and quality is TRUE?

Dorothy loves eating at Panera Bread.She thinks of all the fast food,it is the healthiest.Healthy food is a dimension of quality known as ____.