Discuss on “Cost of Quality”

1) __________ refers to the propensity for a product to perform consistently over its useful life.

A.  Conformance
B.  Serviceability
C.  Reliability
D.  Durability
E.  Perceived quality

2) Like engineers, operations managers are very concerned about product and process design. However, rather than focusing on only the technical aspects of those activities, operations concentrates on the __________ of these activities.

A.  Economics
B.  Marketing
C.  Staffing
D.  Financing
E.  Management

3) __________ refers to the efficiency with which a product achieves its intended purpose.

A.  Performance
B.  Serviceability
C.  Conformance
D.  Features
E.  Reliability

4) Which type of power is derived from the possession of special knowledge (or the assumption that a person has special knowledge)?

A.  Power of expertise
B.  Legitimate power
C.  Referent power
D.  Reward power
E.  Coercive power

5) __________ is the process by which a leader influences a group to move toward the attainment of superordinate goals.

A.  Leadership
B.  Controlling
C.  Organizing
D.  Empowerment
E.  Planning

6) __________ goals are those goals that pertain to achieving a higher end that benefits not just the individual, but the group.

A.  Substantive
B.  Hierarchical
C.  Superordinate
D.  Deterministic
E.  Empowerment-related

7) __________ is concerned with monitoring process capability and process stability.

A.  Reengineering
B.  Life testing
C.  Concurrent engineering
D.  Statistical process control
E.  Redundancy testing

8) Business cases, process mapping, voice of the customer, change management, and problem/objective statements are used in the ______ Six Sigma process.

A.  defining
B.  controlling
C.  improving
D.  measuring
E.  analyzing

9) A firm’s understanding of the customers, their needs, and their wants is referred to as:

A.  customer culture
B.  closeness to customers
C.  cultural richness
D.  customer conformance
E.  internal customer perspective
10) The three aspects of Juran’s trilogy are:

A.  planning, control, and improvement
B.  leadership, cost, and quality
C.  organizing, management, and control
D.  cost, quality, and customer satisfaction
E.  labor, management, and systems

11) The development and dissemination of the basic seven tools of quality was the work of:

A.  Kaoru Ishikawa
B.  W. Edwards Deming
C.  Joseph Juran
D.  Genichi Taguchi
E.  Philip Crosby

12) Feigenbaum’s primary contribution to quality thinking in America was his assertion that:

A.  the entire organization should be involved in improving quality
B.  quality problems are largely the result of ineffective implementation
C.  quality equals profitability
D.  quality problems are largely the result of insufficient and ineffective planning
E.  quality is free

13) The model of reactive customer-driven quality shows:

A.  a firm’s quality performance is increasing while quality costs are also increasing
B.  a firm’s quality performance is decreasing while customer’s expectations are also decreasing
C.  a firm’s quality performance is increasing while customer’s expectations are decreasing
D.  a firm’s quality performance is increasing while quality costs are decreasing
E.  a firm’s quality performance is increasing while customer’s expectations are also increasing