Question 1

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.
A)BS 5400
B)ISO 9000
C)ISO 250
D)Seven Beta
E)Six Sigma

Accepted Answer

The quality standard that establishes a goal of no more than 3.4 defects per million units or procedures is known as Six Sigma. It is a data-driven approach and methodology for eliminating defects in any process and improving organizational performance. The term "Six Sigma" refers to the goal of achieving a process performance that produces no more than 3.4 defects per million opportunities. It is widely used in many industries and has become a popular management philosophy for improving quality and reducing costs.

Question 2

The product quality dimension described as 'meeting operating specifications over some period of time' is called ________.
A)features
B)durability
C)conformance
D)flexibility
E)performance

Accepted Answer

The answer of The product quality dimension described as 'meeting...

Question 3

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.
A)convenience
B)flexibility
C)consistency
D)accuracy
E)courtesy

Accepted Answer

The dimension that refers to providing all customers with the same experience on every visit is consistency. It implies that the organization delivers the same level of service quality throughout its operations and across all customer touchpoints. This dimension is particularly important in service industries where customers expect a reliable and predictable experience each time, such as in hospitality or fast-food chains. Consistency can help build trust and loyalty among customers, leading to higher satisfaction and retention rates.

Question 4

Which of the following is NOT a crucial aspect in the 'lean organisation'?
A)understanding what the customers want
B)identifying customer value by analysing all activities required to produce products
C)customer dialogue
D)optimising the entire production process to match customer value
E)both A and B

Accepted Answer

Customer dialogue is not a crucial aspect of a lean organization, which focuses more on understanding customer needs, identifying value, and optimizing processes.

Question 5

The ________ standards have become the internationally recognised standard for evaluating and comparing companies in the global marketplace.
A)Six Sigma
B)ISO 9000
C)ISO 250
D)BS 5400
E)Seven Beta

Accepted Answer

ISO 9000 standards are a set of quality management guidelines that help businesses ensure that their products and services are consistent and of high quality. They are widely recognized and used internationally for evaluating and comparing companies in the global marketplace.

Question 6

Which of the following companies popularised the use of stringent quality standards more than 30 years ago through a trademarked quality-improvement program called 'Six Sigma'?
A)McDonald's
B)Motorola
C)General Electric
D)Walmart
E)IBM

Accepted Answer

Motorola is credited with developing and popularizing the Six Sigma quality improvement process in the 1980s. Six Sigma aims to improve the quality of process outputs by identifying and removing the causes of defects and minimizing variability in manufacturing and business processes.

Question 7

According to the textbook, the two best-known quality goals are ________ and ________.
A)ISO 250; Seven Beta
B)ISO 9000; Six Sigma
C)Six Sigma; Seven Beta
D)ISO 250; Six Sigma
E)BS5400; Seven Beta

Accepted Answer

ISO 9000 and Six Sigma are the two best-known quality goals. ISO 9000 is a set of international standards for quality management and Six Sigma is a methodology for measuring and improving quality by reducing defects and variability in processes.

Question 8

Which of the following product quality dimensions is described as 'matching with pre-established standards'?
A)flexibility
B)features
C)performance
D)conformance
E)durability

Accepted Answer

Conformance is the product quality dimension that corresponds to matching with pre-established standards or specifications. It refers to how well a product conforms to the specifications or standards set by the manufacturer or regulatory agencies.

Question 9

According to the textbook, the latest survey of ISO 9000 certificates showed that the number of registered sites worldwide exceeded ________, an increase of almost ________ per cent from the previous year.
A)1 million; 8
B)3 million; 15
C)2 million; 20
D)1.5 million; 13
E)1 million; 1

Accepted Answer

The textbook states that the number of registered ISO 9000 sites worldwide exceeded 1 million, with an increase of almost 8 percent from the previous year.

Question 10

The product quality dimension described as 'subjective assessment of characteristics' is called ________.
A)aesthetics
B)serviceability
C)durability
D)conformance
E)perceived quality

Accepted Answer

Perceived quality is the subjective assessment of a product's characteristics, reflecting the customer's opinion and perception of a product's overall excellence or superiority.

Question 11

Which of the following is NOT a service quality dimension?
A)accuracy
B)flexibility
C)courtesy
D)convenience
E)consistency

Accepted Answer

Flexibility is not traditionally considered a service quality dimension. The common dimensions include reliability, assurance, tangibles, empathy, and responsiveness.

Question 12

________ is a series of international quality management standards established by the International Organization for Standardization, which set uniform guidelines for processes to ensure that products conform to customer requirements.
A)Seven Beta
B)ISO 250
C)Six Sigma
D)BS 5400
E)ISO 9000

Accepted Answer

ISO 9000 is the series of international quality management standards established by the International Organization for Standardization. It sets guidelines for processes to ensure that products conform to customer requirements.

Question 13

All of the following are dimensions of product quality EXCEPT ________.
A)durability
B)flexibility
C)performance
D)timeliness
E)features

Accepted Answer

Timeliness is not a dimension of product quality. The other options - durability, flexibility, performance, and features - are commonly considered dimensions of product quality.

Question 14

Which of the following is NOT an important component of mass-customisation?
A)technology
B)flexible manufacturing techniques
C)customer dialogue
D)managerial responsiveness
E)both B and C

Accepted Answer

Managerial responsiveness is not a component of mass-customisation. The other options, such as technology, flexible manufacturing techniques, and customer dialogue, are essential components of mass-customisation. Managerial responsiveness may be important in managing a mass-customisation system, but it is not a component of mass-customisation itself.

Question 15

According to the textbook, which of the following is NOT a dimension of product quality?
A)serviceability
B)accuracy
C)perceived quality
D)conformance
E)aesthetics

Accepted Answer

According to the textbook, accuracy is not considered as a dimension of product quality. The other dimensions of product quality include serviceability, perceived quality, conformance, and aesthetics.

Question 16

All of the following are dimensions of service quality EXCEPT ________.
A)timeliness
B)convenience
C)performance
D)completeness
E)courtesy

Accepted Answer

The dimensions of service quality are typically identified as tangibles, reliability, responsiveness, assurance, empathy, and sometimes convenience and timeliness. Performance is not recognized as a separate dimension of service quality.

Question 17

According to the textbook, 'how a product looks and feels' is a description of which of the following product quality dimensions?
A)aesthetics
B)serviceability
C)perceived quality
D)conformance
E)durability

Accepted Answer

Aesthetics refers to the product's appearance, feel, taste, and sound, and is a critical aspect of the overall product design. It is often a crucial factor in determining whether a customer chooses one product over another.

Question 18

Organisations with extensive and successful quality improvement programs tend to rely on two important people approaches: ________ and ________.
A)empowered work teams; cross-functional work teams
B)cross-functional work teams; closely supervised work teams
C)self-directed work teams; transgenerational work teams
D)closely supervised work teams; empowered work teams
E)transgenerational work teams; empowered work teams

Accepted Answer

Empowered work teams allow employees to have more control over their work processes and decisions, leading to increased engagement and ownership of the quality improvement process. Cross-functional work teams bring together employees from different areas of the organization to collaborate and share their expertise, leading to more comprehensive and effective solutions to quality issues. Both of these approaches are key to successful quality improvement programs.

Question 19

Which of the following service quality dimensions is described by 'performed correctly each time'?
A)convenience
B)courtesy
C)accuracy
D)flexibility
E)consistency

Accepted Answer

The service quality dimension described by 'performed correctly each time' is accuracy.

Question 20

Felcher & Sons Goes Global
Upon graduating from university, Steve Bergman began his career as a management trainee at Felcher & Sons Ltd, a manufacturer of mid-priced office furniture.The firm has recently decided to expand overseas with manufacturing plants in Singapore and Thailand and sales offices in the Far East, Europe and the United States.In conjunction with this investment in new plants and technologies, the firm plans to develop an online presence that will enable customers to individually tailor the products they order from Felcher & Sons.Terry Tate, VP of Operations for Felcher & Sons, has been tasked with overseeing the development of these plants and new capabilities.Mr Tate has asked that Steve be assigned to him to help him in this process.
-Refer to Felcher & Sons Goes Global (Scenario).Mr Tate and Steve have scheduled a site visit to a nearby Dell Computer assembly facility in order to see firsthand many of the technologies available to Felcher & Sons.Dell Computer uses technologies such as computer-controlled factory equipment, industrial robots, bar code scanners and logistics software that enable them to manufacture, assemble and ship custom-designed computers in a very short time.Such technologies characterise ________, which give companies the ability to quickly readjust their assembly lines to make products to order.
A)design-to-order manufacturing techniques
B)new technological techniques
C)email customer specifications input
D)flexible manufacturing techniques
E)intellectual property techniques

Accepted Answer

Flexible manufacturing techniques refer to the ability of companies to readjust their assembly lines quickly and efficiently to produce products to order. This is the characteristic of Dell Computer's use of computer-controlled factory equipment, industrial robots, bar code scanners, and logistics software. Therefore, the best choice is D. Design-to-order manufacturing techniques might also be a possible answer, but it is not as specific and does not encompass all the technologies mentioned in the scenario. Email customer specifications input and intellectual property techniques are not relevant to the scenario. New technological techniques are too broad and do not specifically refer to the flexible manufacturing techniques mentioned in the scenario.

Quiz 11: Managing Operations

________ is a quality standard that establishes a goal of no more than 3.4 defects per million units or procedures.

The product quality dimension described as 'meeting operating specifications over some period of time' is called ________.

The service quality dimension described as 'giving all customers similar experiences each time' is called ________.

Which of the following is NOT a crucial aspect in the 'lean organisation'?

The ________ standards have become the internationally recognised standard for evaluating and comparing companies in the global marketplace.

Which of the following companies popularised the use of stringent quality standards more than 30 years ago through a trademarked quality-improvement program called 'Six Sigma'?

According to the textbook, the two best-known quality goals are and .

Which of the following product quality dimensions is described as 'matching with pre-established standards'?

According to the textbook, the latest survey of ISO 9000 certificates showed that the number of registered sites worldwide exceeded , an increase of almost per cent from the previous year.

The product quality dimension described as 'subjective assessment of characteristics' is called ________.

Which of the following is NOT a service quality dimension?

________ is a series of international quality management standards established by the International Organization for Standardization, which set uniform guidelines for processes to ensure that products conform to customer requirements.

All of the following are dimensions of product quality EXCEPT ________.

Which of the following is NOT an important component of mass-customisation?

According to the textbook, which of the following is NOT a dimension of product quality?

All of the following are dimensions of service quality EXCEPT ________.

According to the textbook, 'how a product looks and feels' is a description of which of the following product quality dimensions?

Organisations with extensive and successful quality improvement programs tend to rely on two important people approaches: and .

Which of the following service quality dimensions is described by 'performed correctly each time'?