COB 300 OPERATIONS CHAPTER 7, COB 300
OPERATIONS EXAM #2, COB300 OPERATIONS EXAM
2 (TCHOMMO)
Quality - Answers - ability of a product to consistently meet or exceed expectations
dimensions of product quality - Answers - performance, aesthetics, special features,
conformance, reliability, durability, perceived quality, servicability
dimensions of service quality - Answers - reliability, responsiveness, time, assurance,
courtesy, tangibles, consistency
three principles of TQM - Answers - customer focus, total involvement, continuous
improvement
internal failure costs - Answers - yield losses, rework costs
external failure costs - Answers - warranty cost
yield loss - Answers - cost for scrap
appraisal costs - Answers - costs associated with product inspection and testing
preventative cost - Answers - efforts to prevent errors from happening
ISO 9000 - Answers - international quality management standards
ISO 14000 - Answers - international standards for environmental performance
ISO 24700 - Answers - standards of reused office equipment
Six Sigma - Answers - no more than 3.4 defects per million
DMAIC - Answers - define, measure, analyze, improvement, control
PDSA - Answers - plan do study act
80-20 Rule - Answers - 80% of defects come from 20% of causes of defects
quality control - Answers - process that evaluates output relative to a standard and
takes corrective action when output doesn't meet standards
, acceptance sampling - Answers - approach to quality assurance where inspection is
done before/after production; least progressive approach
process control - Answers - approach to quality assurance where inspection and
corrective action is done during production
continuous improvement - Answers - approach to quality assurance where quality is
built into the process; most progressive approach
inspection - Answers - appraisal of goods or services; used to provide information on
the degree to which items conform to a standard
low-cost, high-volume items (paper clips, roofing nails, wooden pencils) require: -
Answers - little inspection because the cost associated with passing defective items is
quite low and the processes that produce these items are highly reliable so defects are
rare
high-cost, low-volume items require: - Answers - more intensive inspection; automated
inspection is an option that can be used
quality conformance - Answers - product or service conforms to specifications
statistical process control (SPC) - Answers - statistical evaluation of the output of a
process; used to decide if a process is in control or if corrective action is needed
random variation - Answers - natural variation in the output of a process, created by
countless minor factors; common variability (variations are so minor that it is
unimportant to attempt to eliminate them)
assignable variation - Answers - in process output, a variation whose cause can be
identified; non-random variation
sampling distribution - Answers - theoretical distribution of sample statistics; most
frequently used is normal distribution
central limit theorem - Answers - distribution of sample averages tends to be normal
regardless of the shape of the process distribution
How is control achieved? - Answers - by checking a portion of the goods or services,
comparing the results to a predetermined standard, evaluating departures from the
standard, taking corrective action when necessary, and following up to ensure that
problems have been corrected
control chart - Answers - time-ordered plot of sample statistics, used to distinguish
between random and nonrandom variability; has upper and lower limits to define range
of acceptable variation from the sample statistic
OPERATIONS EXAM #2, COB300 OPERATIONS EXAM
2 (TCHOMMO)
Quality - Answers - ability of a product to consistently meet or exceed expectations
dimensions of product quality - Answers - performance, aesthetics, special features,
conformance, reliability, durability, perceived quality, servicability
dimensions of service quality - Answers - reliability, responsiveness, time, assurance,
courtesy, tangibles, consistency
three principles of TQM - Answers - customer focus, total involvement, continuous
improvement
internal failure costs - Answers - yield losses, rework costs
external failure costs - Answers - warranty cost
yield loss - Answers - cost for scrap
appraisal costs - Answers - costs associated with product inspection and testing
preventative cost - Answers - efforts to prevent errors from happening
ISO 9000 - Answers - international quality management standards
ISO 14000 - Answers - international standards for environmental performance
ISO 24700 - Answers - standards of reused office equipment
Six Sigma - Answers - no more than 3.4 defects per million
DMAIC - Answers - define, measure, analyze, improvement, control
PDSA - Answers - plan do study act
80-20 Rule - Answers - 80% of defects come from 20% of causes of defects
quality control - Answers - process that evaluates output relative to a standard and
takes corrective action when output doesn't meet standards
, acceptance sampling - Answers - approach to quality assurance where inspection is
done before/after production; least progressive approach
process control - Answers - approach to quality assurance where inspection and
corrective action is done during production
continuous improvement - Answers - approach to quality assurance where quality is
built into the process; most progressive approach
inspection - Answers - appraisal of goods or services; used to provide information on
the degree to which items conform to a standard
low-cost, high-volume items (paper clips, roofing nails, wooden pencils) require: -
Answers - little inspection because the cost associated with passing defective items is
quite low and the processes that produce these items are highly reliable so defects are
rare
high-cost, low-volume items require: - Answers - more intensive inspection; automated
inspection is an option that can be used
quality conformance - Answers - product or service conforms to specifications
statistical process control (SPC) - Answers - statistical evaluation of the output of a
process; used to decide if a process is in control or if corrective action is needed
random variation - Answers - natural variation in the output of a process, created by
countless minor factors; common variability (variations are so minor that it is
unimportant to attempt to eliminate them)
assignable variation - Answers - in process output, a variation whose cause can be
identified; non-random variation
sampling distribution - Answers - theoretical distribution of sample statistics; most
frequently used is normal distribution
central limit theorem - Answers - distribution of sample averages tends to be normal
regardless of the shape of the process distribution
How is control achieved? - Answers - by checking a portion of the goods or services,
comparing the results to a predetermined standard, evaluating departures from the
standard, taking corrective action when necessary, and following up to ensure that
problems have been corrected
control chart - Answers - time-ordered plot of sample statistics, used to distinguish
between random and nonrandom variability; has upper and lower limits to define range
of acceptable variation from the sample statistic
