Operations and Supply Chain Management, Chapter 2
Study Questions with 100% Verified Answers 2024
quality - Correct Answer characteristics of a product or service that bear on its ability to
satisfy stated or implied needs. A product or service free of deficiencies.
fitness for use - Correct Answer how well the product or service does what it is
supposed to. A truck and Mercedes are equally fit for use, as they both provide
transportation and meet standards of consumers.
quality of design - Correct Answer involves designing quality characteristics into a
product or service. The truck and Mercedes have quality of design - a degree to which
quality characteristics are designed into the product.
Dimensions of quality for manufactured products. - Correct Answer 1. Performance -
how well the car performs.
2. Features - extra items, leather seats, stereo.
3. Reliability - will operate for a said number of years.
4. Conformance - degree to which product meets preestablished standards.
5. Durability - how long it will last.
6. Serviceability - ease of getting repairs.
7. Aesthetics - feels, taste, smells, looks.
8. Safety. Customer will not suffer injury.
9. Other perceptions - perceptions based on brand name, advertising, etc.
Dimensions of quality for services - Correct Answer 1. Time and timeliness - long wait?
2. Completeness - everything ordered shipped to customer?
3. Courtesy: Treated well?
4. Consistency: Same level of service provided to each customer each time?
5. Accessibility and convenience: Easy to obtain service?
quality of conformance - Correct Answer making sure the product or service is produced
according to design. the producer perceives quality to be how effectively the production
process is able to conform to the specification required by the design.
W. Edwards Deming - Correct Answer Quality guru. Introduced statistical quality control
to the Japanese. Japanese refer to him as the father of quality control. He identified two
primary sources of process improvement: Eliminating common causes of quality
problems, like poor product design or lack of employee training. Also, eliminating
special causes such equipment or operator. He emphasized the use of statistical quality
control techniques to reduce variability in production process.
Deming Wheel - Correct Answer renamed by Japanese as plan-do-check-act cycle.
Four stage process for continuous quality improvement that complements Deming's 14
points. The PDCA cycle formed the basis of the Six Sigma.
, Magnificent Seven - Correct Answer Seven tools for identifying quality problems and
their causes. Include: Pareto charts, process flowcharts, check sheets, histograms,
scatter diagrams, statistical process control charts, cause-and-effect diagrams.
Process flowchart - Correct Answer diagram of steps in a job, operation or process.
Development of the flowchart can help identify quality problems by helping the problem
solvers better understand the process.
Cause-and-effect diagram - Correct Answer aka fishbone or Ishikawa. Developed as
part of brainstorming to help quality team identify causes of quality problems. Graphical
description of the elements of a specific quality problem and the relationship among
those elements.
cause-and-effect matrix - Correct Answer grid used to prioritize causes of quality
problems
checksheet - Correct Answer list of causes of quality problems with the number of
defects resulting from each cause used to a develop a bar chart called a histogram.
Pareto analysis - Correct Answer most quality problems result from a few causes.
Method of identifying the causes of poor quality. Correcting the few major causes of
most of the quality problems will result in the greatest cost impact.
Vilfredo Pareto - Correct Answer Determined that a small percentage of people
accounted for most of the wealth.
Scatter diagrams - Correct Answer Shows how two process variables relate to each
other.
process control - Correct Answer involves monitoring a production or service process
using statistical quality-control methods.
total quality management TQM - Correct Answer customer-oriented leadership,
strategic planning, employee responsibility, continuous improvement, cooperation,
statistical methods, and training and education. Principles of TQM are similar to
Deming's 14 points
Principles of TQM - Correct Answer 1. Quality must be managed.
2. Customer defines quality.
3. Management must provide leadership.
4. Continuous quality improvement is the strategic goal.
5. Quality improvement is employee's responsibility.
6. Quality problems are found in processes.
7. Quality standard is no defects.
8. Quality must be measured. Improvement requires quality tools.
Study Questions with 100% Verified Answers 2024
quality - Correct Answer characteristics of a product or service that bear on its ability to
satisfy stated or implied needs. A product or service free of deficiencies.
fitness for use - Correct Answer how well the product or service does what it is
supposed to. A truck and Mercedes are equally fit for use, as they both provide
transportation and meet standards of consumers.
quality of design - Correct Answer involves designing quality characteristics into a
product or service. The truck and Mercedes have quality of design - a degree to which
quality characteristics are designed into the product.
Dimensions of quality for manufactured products. - Correct Answer 1. Performance -
how well the car performs.
2. Features - extra items, leather seats, stereo.
3. Reliability - will operate for a said number of years.
4. Conformance - degree to which product meets preestablished standards.
5. Durability - how long it will last.
6. Serviceability - ease of getting repairs.
7. Aesthetics - feels, taste, smells, looks.
8. Safety. Customer will not suffer injury.
9. Other perceptions - perceptions based on brand name, advertising, etc.
Dimensions of quality for services - Correct Answer 1. Time and timeliness - long wait?
2. Completeness - everything ordered shipped to customer?
3. Courtesy: Treated well?
4. Consistency: Same level of service provided to each customer each time?
5. Accessibility and convenience: Easy to obtain service?
quality of conformance - Correct Answer making sure the product or service is produced
according to design. the producer perceives quality to be how effectively the production
process is able to conform to the specification required by the design.
W. Edwards Deming - Correct Answer Quality guru. Introduced statistical quality control
to the Japanese. Japanese refer to him as the father of quality control. He identified two
primary sources of process improvement: Eliminating common causes of quality
problems, like poor product design or lack of employee training. Also, eliminating
special causes such equipment or operator. He emphasized the use of statistical quality
control techniques to reduce variability in production process.
Deming Wheel - Correct Answer renamed by Japanese as plan-do-check-act cycle.
Four stage process for continuous quality improvement that complements Deming's 14
points. The PDCA cycle formed the basis of the Six Sigma.
, Magnificent Seven - Correct Answer Seven tools for identifying quality problems and
their causes. Include: Pareto charts, process flowcharts, check sheets, histograms,
scatter diagrams, statistical process control charts, cause-and-effect diagrams.
Process flowchart - Correct Answer diagram of steps in a job, operation or process.
Development of the flowchart can help identify quality problems by helping the problem
solvers better understand the process.
Cause-and-effect diagram - Correct Answer aka fishbone or Ishikawa. Developed as
part of brainstorming to help quality team identify causes of quality problems. Graphical
description of the elements of a specific quality problem and the relationship among
those elements.
cause-and-effect matrix - Correct Answer grid used to prioritize causes of quality
problems
checksheet - Correct Answer list of causes of quality problems with the number of
defects resulting from each cause used to a develop a bar chart called a histogram.
Pareto analysis - Correct Answer most quality problems result from a few causes.
Method of identifying the causes of poor quality. Correcting the few major causes of
most of the quality problems will result in the greatest cost impact.
Vilfredo Pareto - Correct Answer Determined that a small percentage of people
accounted for most of the wealth.
Scatter diagrams - Correct Answer Shows how two process variables relate to each
other.
process control - Correct Answer involves monitoring a production or service process
using statistical quality-control methods.
total quality management TQM - Correct Answer customer-oriented leadership,
strategic planning, employee responsibility, continuous improvement, cooperation,
statistical methods, and training and education. Principles of TQM are similar to
Deming's 14 points
Principles of TQM - Correct Answer 1. Quality must be managed.
2. Customer defines quality.
3. Management must provide leadership.
4. Continuous quality improvement is the strategic goal.
5. Quality improvement is employee's responsibility.
6. Quality problems are found in processes.
7. Quality standard is no defects.
8. Quality must be measured. Improvement requires quality tools.
