MANGT 421 EXAMS 2 ALL ANSWERS AND
QUESTIONS SET A+
✔✔Cost of Quality - ✔✔the cost of doing things wrong - that is, the price of
nonconformance
✔✔Prevention Costs - ✔✔costs associated with preventing defects before they happen
✔✔Appraisal Costs - ✔✔Costs of activities designed to ensure quality or uncover
defects
✔✔Internal Failure Costs - ✔✔costs resulting from defects that are discovered during
the production of a service or product
✔✔External Failure Costs - ✔✔costs that arise when a defect is discovered after the
customer receives the service or product
✔✔TQM Tools - ✔✔check sheet, scatter diagram, cause-and-effect diagram, pareto
chart, flowchart, histogram, statistical process control chart
✔✔Check Sheet - ✔✔an organized method of recording data
✔✔scatter diagram - ✔✔A graph of the value of one variable vs. another variable
✔✔cause and effect diagram - ✔✔A tool that identifies process elements (causes) that
might effect an outcome
✔✔Pareto chart - ✔✔A graph to identify and plot problems or defects in descending
order of frequency
✔✔Flowchart - ✔✔a diagram that shows the steps in a process
✔✔Histogram - ✔✔a distribution showing the frequency of occurrences of a variable.
, ✔✔Statistical Process Control Chart - ✔✔a chart with time on the horizontal axis to plot
values of a statistic
✔✔When and Where to Inspect - ✔✔1. At the supplier's plant while the supplier is
producing
2. At your facility upon receipt of goods from your supplier
3. Before costly or irreversible processes
4. During the step-by-step production process
5. When production or service is complete
6. Before delivery to your customer
7. At the point of customer contact
✔✔Reliability - ✔✔consistency of performance and dependibility
✔✔Responsiveness - ✔✔willingness to help customers and provide prompt service
✔✔Competence - ✔✔having enough skills to do something
✔✔Access - ✔✔involves approachability and ease of contact
✔✔Courtesy - ✔✔polite behavior; thoughtfulness
✔✔Communication - ✔✔keeping customers informed in a language they can
understand
✔✔Credibility - ✔✔the quality of being trusted and believed in
✔✔Security - ✔✔the state of being free from danger or threat
✔✔Understanding the customer - ✔✔making the effort to understand the customer's
needs
✔✔Tangibles - ✔✔the physical evidence of the service
✔✔Statistical Process Control - ✔✔a process used to monitor standards by taking
measurements and corrective action as a product or service is being produced
✔✔X bar chart - ✔✔a quality control chart for variables that indicates when changes
occur in the central tendency of a production process
✔✔R chart - ✔✔a control chart that tracks the "range" within a sample; it indicates that a
gain or loss in uniformity has occurred in dispersion of a production process
QUESTIONS SET A+
✔✔Cost of Quality - ✔✔the cost of doing things wrong - that is, the price of
nonconformance
✔✔Prevention Costs - ✔✔costs associated with preventing defects before they happen
✔✔Appraisal Costs - ✔✔Costs of activities designed to ensure quality or uncover
defects
✔✔Internal Failure Costs - ✔✔costs resulting from defects that are discovered during
the production of a service or product
✔✔External Failure Costs - ✔✔costs that arise when a defect is discovered after the
customer receives the service or product
✔✔TQM Tools - ✔✔check sheet, scatter diagram, cause-and-effect diagram, pareto
chart, flowchart, histogram, statistical process control chart
✔✔Check Sheet - ✔✔an organized method of recording data
✔✔scatter diagram - ✔✔A graph of the value of one variable vs. another variable
✔✔cause and effect diagram - ✔✔A tool that identifies process elements (causes) that
might effect an outcome
✔✔Pareto chart - ✔✔A graph to identify and plot problems or defects in descending
order of frequency
✔✔Flowchart - ✔✔a diagram that shows the steps in a process
✔✔Histogram - ✔✔a distribution showing the frequency of occurrences of a variable.
, ✔✔Statistical Process Control Chart - ✔✔a chart with time on the horizontal axis to plot
values of a statistic
✔✔When and Where to Inspect - ✔✔1. At the supplier's plant while the supplier is
producing
2. At your facility upon receipt of goods from your supplier
3. Before costly or irreversible processes
4. During the step-by-step production process
5. When production or service is complete
6. Before delivery to your customer
7. At the point of customer contact
✔✔Reliability - ✔✔consistency of performance and dependibility
✔✔Responsiveness - ✔✔willingness to help customers and provide prompt service
✔✔Competence - ✔✔having enough skills to do something
✔✔Access - ✔✔involves approachability and ease of contact
✔✔Courtesy - ✔✔polite behavior; thoughtfulness
✔✔Communication - ✔✔keeping customers informed in a language they can
understand
✔✔Credibility - ✔✔the quality of being trusted and believed in
✔✔Security - ✔✔the state of being free from danger or threat
✔✔Understanding the customer - ✔✔making the effort to understand the customer's
needs
✔✔Tangibles - ✔✔the physical evidence of the service
✔✔Statistical Process Control - ✔✔a process used to monitor standards by taking
measurements and corrective action as a product or service is being produced
✔✔X bar chart - ✔✔a quality control chart for variables that indicates when changes
occur in the central tendency of a production process
✔✔R chart - ✔✔a control chart that tracks the "range" within a sample; it indicates that a
gain or loss in uniformity has occurred in dispersion of a production process
