Test Bank For Operations And Supply Chain
Management, 17th Edition By F. Robert Jacobs
Benchmarking - ANSWER> is a process by which a company
compares its performance to the performance of other
companies. Those other companies need not be competitors,
nor be within the same industry. Instead, the purpose of
benchmarking is to set a standard based upon the company
that is recognized as the best at a certain activity.
Quality Function Deployment - ANSWER> takes customer
expectations and transforms them into specific actions
designed to meet those expectations.
5 Dimensions of Quality - ANSWER> Reliability, Responsiveness,
Assurance, Empathy, and Tangibles
Quality of Goods - ANSWER> Performance, Features, Reliability,
Conformance, Durability, Serviceability, Aesthetics, and
Perceived Quality.
Performance - ANSWER> primary operating characteristics of a
product.
Features - ANSWER> secondary characteristics that supplement
the product's basic functioning.
, Reliability - ANSWER> length of time a product will function
before it fails, or the probability it will function for a stated
period of time.
Conformance - ANSWER> degree to which a product's design
and operating characteristics match pre-established standards.
Durability - ANSWER> ability of a product to function when
subjected to hard and frequent use.
Serviceability - ANSWER> speed, courtesy, and competence of
repair.
Aesthetics - ANSWER> how a product looks, feels, sounds,
tastes, or smells.
Perceived Quality - ANSWER> image, advertising, or brand
name of a product.
Costs of Quality - ANSWER> Identifying and eliminating steps in
a process that do not add value for a customer has the
potential to reduce selling price.
Failure Costs - ANSWER> can be internal to the organization or
external involving the customer.
Appraisal Costs - ANSWER> investment in measuring quality
and assessing customer satisfaction.
Management, 17th Edition By F. Robert Jacobs
Benchmarking - ANSWER> is a process by which a company
compares its performance to the performance of other
companies. Those other companies need not be competitors,
nor be within the same industry. Instead, the purpose of
benchmarking is to set a standard based upon the company
that is recognized as the best at a certain activity.
Quality Function Deployment - ANSWER> takes customer
expectations and transforms them into specific actions
designed to meet those expectations.
5 Dimensions of Quality - ANSWER> Reliability, Responsiveness,
Assurance, Empathy, and Tangibles
Quality of Goods - ANSWER> Performance, Features, Reliability,
Conformance, Durability, Serviceability, Aesthetics, and
Perceived Quality.
Performance - ANSWER> primary operating characteristics of a
product.
Features - ANSWER> secondary characteristics that supplement
the product's basic functioning.
, Reliability - ANSWER> length of time a product will function
before it fails, or the probability it will function for a stated
period of time.
Conformance - ANSWER> degree to which a product's design
and operating characteristics match pre-established standards.
Durability - ANSWER> ability of a product to function when
subjected to hard and frequent use.
Serviceability - ANSWER> speed, courtesy, and competence of
repair.
Aesthetics - ANSWER> how a product looks, feels, sounds,
tastes, or smells.
Perceived Quality - ANSWER> image, advertising, or brand
name of a product.
Costs of Quality - ANSWER> Identifying and eliminating steps in
a process that do not add value for a customer has the
potential to reduce selling price.
Failure Costs - ANSWER> can be internal to the organization or
external involving the customer.
Appraisal Costs - ANSWER> investment in measuring quality
and assessing customer satisfaction.
