Operational Management: Statistical Quality Control and Performance Improvement

Pages: 70 (13814 words) Published: November 30, 2011
Chapter5| Quality and Performance |
true/falsE

1. The investment a company makes in training employees to perform their duties and redesigning products and processes to improve them would be categorized as prevention costs. * Answer: True

* Reference: Costs of Quality
* Difficulty: Moderate
* Keywords: prevention cost

2. Appraisal costs are associated with preventing defects before they happen. * Answer: False
* Reference: Costs of Quality
* Difficulty: Moderate
* Keywords: appraisal cost

3. External failure costs arise when a defect is discovered after the customer has received the product or service. * Answer: True
* Reference: Costs of Quality
* Difficulty: Moderate
* Keywords: external failure cost

4. An example of an internal failure cost would be warranty cost. * Answer: False
* Reference: Costs of Quality
* Difficulty: Moderate
* Keywords: internal failure cost

5. From an ethical standpoint, it is acceptable for a hospital’s cardiac surgery unit that is striving for zero complications to turn down high-risk patients. * Answer: False
* Reference: Ethics and Quality
* Difficulty: Easy
* Keywords: quality, ethics

6. Since an employee’s responsibility is to move production along, it is ethical to knowingly pass defective services or products to internal or external customers when capacity is tight. * Answer: False

* Reference: Ethics and Quality
* Difficulty: Easy
* Keywords: quality, ethics

7.
One of the principles that total quality management (TQM) stresses is customer satisfaction. * Answer: True
* Reference: Total Quality Management
* Difficulty: Easy
* Keywords: TQM, customer satisfaction

8. The notion of internal customers applies to all parts of a firm. * Answer: True
* Reference: Total Quality Management
* Difficulty: Easy
* Keywords: TQM, internal customer

9. One of the principles that total quality management (TQM) stresses is employee involvement. * Answer: True
* Reference: Total Quality Management
* Difficulty: Easy
* Keywords: TQM, employee involvement

10. The Six Sigma five-step approach contains the elements define, measure, analyze, improve, and control. * Answer: True
* Reference: Six Sigma
* Difficulty: Moderate
* Keywords: Six Sigma, define, measure, analyze, improve, control

11. General Electric is credited with Developing Six Sigma more than twenty years ago to improve its manufacturing capability. * Answer: False
* Reference: Six Sigma
* Difficulty: Moderate
* Keywords: Six Sigma

12. Applying Six Sigma to service processes is more challenging than for manufacturing processes. * Answer: True
* Reference: Six Sigma
* Difficulty: Moderate
* Keywords: Six Sigma, service processes, manufacturing processes

13. Because Six Sigma involves the elimination of defects, it can only be applied in manufacturing processes
Answer: False
Reference: Six Sigma Improvement Model
Difficulty: Easy
Keywords: Six Sigma

14.
The Six Sigma improvement model can be applied both to projects involving incremental improvements to processes and to projects requiring major changes.
Answer: True
Reference: Six Sigma Improvement Model
Difficulty: Easy
Keywords: Six Sigma

15. Successful users of the Six Sigma improvement model (DMAIC) have found that some DMAIC steps are not needed and don’t have...
Continue Reading

Please join StudyMode to read the full document

You May Also Find These Documents Helpful

  • statistical quality control Essay
  • Management of Quality Essay
  • Sqc
  • PPG INDUSTRIES: STATISTICAL QUALITY CONTROL Essay
  • Statistical Quality Control Essay
  • Quality management focuses attention on continuous improvement. Essay
  • Statistical Quality Control Essay
  • MANAGEMENT CONTROL SYSTEM Controls for Essay

Become a StudyMode Member

Sign Up - It's Free