Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
1. Managers at Arnold Palmer Hospital take quality so seriously that the hospital
typically is a
national leader in several quality areas—so that continuous improvement is no
longer necessary.: False
2. An improvement in quality must necessarily increase costs.: False
3. For most, if not all organizations, quality is a tactical rather than a strategic
issue.: False
4. The definition of quality adopted by The American Society for Quality is a
customer-oriented
definition.: True
5. Conforming to standards is the focus of the product-based definition of
quality.: False
6. Internal failure costs are associated with scrap, rework, and downtime.: True
7. Philip Crosby is credited with both of these quality catch-phrases: "quality is
free" and "zero
defects.": True
8. Deming's writings on quality tend to focus on the customer and on fitness for
use, unlike Juran's
work that is oriented toward meeting specifications.: False
9. Improved quality can increase profitability via flexible pricing.: True
10. ISO 9000 has evolved from a set of quality assurance standards toward a
quality management
system.: True
11. Quality is mostly the business of the quality control staff, not ordinary em-
ployees.: False
12. TQM is important because quality influences all of the ten decisions made by
operations managers.: True
13. The phrase Six Sigma has two meanings. One is statistical, referring to an
extremely high process
capability; the other is a comprehensive system for achieving and sustaining
business success.: True
, Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
14. Continuous improvement is based on the philosophy that any aspect of an
organization can be
improved.: True
15. Kaizen is similar to TQM in that both are focused on continuous improve-
ment.: True
16. The Japanese use the term "poka-yoke" to refer to continuous improvement.-
: False
17. Quality circles empower employees to improve productivity by finding solu-
tions to work-related
problems in their work area.: True
18. Benchmarking requires the comparison of your firm to other organizations;
it is not appropriate to
benchmark by comparing one of your divisions to another of your divisions.: -
False
19. Line employees need the knowledge of TQM tools.: True
20. One of the ways that Just-In-Time (or JIT) influences quality is that by reducing
inventory, bad
quality is exposed.: True
21. The quality loss function indicates that costs related to poor quality are low
as long as the product
is within acceptable specification limits.: False
22. Pareto charts are a graphical way of identifying the few critical items from
the many less important
ones.: True
23. A cause-and-effect diagram helps identify the source of a problem.: True
24. Source inspection is inferior to inspection before costly operations.: False
25. Of the several determinants of service quality, access is the one that relates
to keeping customers
informed in language they can understand.: False
26. High-quality products and services are the most profitable.: True
, Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
27. Which of the following statements regarding Arnold Palmer Hospital is
false?
a. The hospital uses a wide range of quality management techniques.
b. The culture of quality at the hospital includes employees at all levels.
c. The hospital scores very highly in national studies of patient satisfaction.
d. The hospital's high quality is measured by low readmission rates, not patient
satisfaction.
e. The design of patient rooms, even wall colors, reflects the hospital's culture
of quality.: d
28. Arnold Palmer Hospital uses which of the following quality management
techniques?
a. Pareto charts
b. flow charts
c. benchmarking
d. Just-in-Time
e. The hospital uses all of the above techniques.: e
29. Which of the following statements best describes the relationship between
quality management and
product strategy?
a. Product strategy is set by top management; quality management is an
independent activity.
b. Quality management is important to the low-cost product strategy, but not
to the response or
differentiation strategies.
c. High quality is important to all three strategies, but it is not a critical success
factor.
d. Managing quality helps build successful product strategies.
e. Companies with the highest measures of quality were no more productive
than other firms.: d
30. Quality is defined by the customer" is
a. an unrealistic definition of quality
, Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
b. a user-based definition of quality
c. a manufacturing-based definition of quality
d. a product-based definition of quality
e. the definition proposed by the American Society for Quality: b
31. Making it right the first time" is
a. an unrealistic definition of quality
b. a user-based definition of quality
c. a manufacturing-based definition of quality
d. a product-based definition of quality
e. the definition proposed by the American Society for Quality: c
32. Three broad categories of definitions of quality are
a. product quality, service quality, and organizational quality
b. user-based, manufacturing-based, and product-based
c. internal, external, and prevention
d. low-cost, response, and differentiation
e. Pareto, Shewhart, and Deming: b
33. According to the manufacturing-based definition of quality,
a. quality is the degree of excellence at an acceptable price and the control of
variability at an
acceptable cost
b. quality depends on how well the product fits patterns of consumer prefer-
ences
c. even though quality cannot be defined, you know what it is
d. quality is the degree to which a specific product conforms to standards
e. quality lies in the eyes of the beholder: d
34. The role of quality in limiting a firm's product liability is illustrated by
a. ensuring that contaminated products such as impure foods do not reach
customers
b. ensuring that products meet standards such as those of the Consumer
Product Safety Act
c. designing safe products to limit possible harm to consumers
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
1. Managers at Arnold Palmer Hospital take quality so seriously that the hospital
typically is a
national leader in several quality areas—so that continuous improvement is no
longer necessary.: False
2. An improvement in quality must necessarily increase costs.: False
3. For most, if not all organizations, quality is a tactical rather than a strategic
issue.: False
4. The definition of quality adopted by The American Society for Quality is a
customer-oriented
definition.: True
5. Conforming to standards is the focus of the product-based definition of
quality.: False
6. Internal failure costs are associated with scrap, rework, and downtime.: True
7. Philip Crosby is credited with both of these quality catch-phrases: "quality is
free" and "zero
defects.": True
8. Deming's writings on quality tend to focus on the customer and on fitness for
use, unlike Juran's
work that is oriented toward meeting specifications.: False
9. Improved quality can increase profitability via flexible pricing.: True
10. ISO 9000 has evolved from a set of quality assurance standards toward a
quality management
system.: True
11. Quality is mostly the business of the quality control staff, not ordinary em-
ployees.: False
12. TQM is important because quality influences all of the ten decisions made by
operations managers.: True
13. The phrase Six Sigma has two meanings. One is statistical, referring to an
extremely high process
capability; the other is a comprehensive system for achieving and sustaining
business success.: True
, Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
14. Continuous improvement is based on the philosophy that any aspect of an
organization can be
improved.: True
15. Kaizen is similar to TQM in that both are focused on continuous improve-
ment.: True
16. The Japanese use the term "poka-yoke" to refer to continuous improvement.-
: False
17. Quality circles empower employees to improve productivity by finding solu-
tions to work-related
problems in their work area.: True
18. Benchmarking requires the comparison of your firm to other organizations;
it is not appropriate to
benchmark by comparing one of your divisions to another of your divisions.: -
False
19. Line employees need the knowledge of TQM tools.: True
20. One of the ways that Just-In-Time (or JIT) influences quality is that by reducing
inventory, bad
quality is exposed.: True
21. The quality loss function indicates that costs related to poor quality are low
as long as the product
is within acceptable specification limits.: False
22. Pareto charts are a graphical way of identifying the few critical items from
the many less important
ones.: True
23. A cause-and-effect diagram helps identify the source of a problem.: True
24. Source inspection is inferior to inspection before costly operations.: False
25. Of the several determinants of service quality, access is the one that relates
to keeping customers
informed in language they can understand.: False
26. High-quality products and services are the most profitable.: True
, Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
27. Which of the following statements regarding Arnold Palmer Hospital is
false?
a. The hospital uses a wide range of quality management techniques.
b. The culture of quality at the hospital includes employees at all levels.
c. The hospital scores very highly in national studies of patient satisfaction.
d. The hospital's high quality is measured by low readmission rates, not patient
satisfaction.
e. The design of patient rooms, even wall colors, reflects the hospital's culture
of quality.: d
28. Arnold Palmer Hospital uses which of the following quality management
techniques?
a. Pareto charts
b. flow charts
c. benchmarking
d. Just-in-Time
e. The hospital uses all of the above techniques.: e
29. Which of the following statements best describes the relationship between
quality management and
product strategy?
a. Product strategy is set by top management; quality management is an
independent activity.
b. Quality management is important to the low-cost product strategy, but not
to the response or
differentiation strategies.
c. High quality is important to all three strategies, but it is not a critical success
factor.
d. Managing quality helps build successful product strategies.
e. Companies with the highest measures of quality were no more productive
than other firms.: d
30. Quality is defined by the customer" is
a. an unrealistic definition of quality
, Chapter 6, SCMA 331- Exam 2 Chap 6 Supplement, SCMA 331- Exam 2 C
6, ISDS 3115- Chapter 6 & S6
Study online at https://quizlet.com/_hspinn
b. a user-based definition of quality
c. a manufacturing-based definition of quality
d. a product-based definition of quality
e. the definition proposed by the American Society for Quality: b
31. Making it right the first time" is
a. an unrealistic definition of quality
b. a user-based definition of quality
c. a manufacturing-based definition of quality
d. a product-based definition of quality
e. the definition proposed by the American Society for Quality: c
32. Three broad categories of definitions of quality are
a. product quality, service quality, and organizational quality
b. user-based, manufacturing-based, and product-based
c. internal, external, and prevention
d. low-cost, response, and differentiation
e. Pareto, Shewhart, and Deming: b
33. According to the manufacturing-based definition of quality,
a. quality is the degree of excellence at an acceptable price and the control of
variability at an
acceptable cost
b. quality depends on how well the product fits patterns of consumer prefer-
ences
c. even though quality cannot be defined, you know what it is
d. quality is the degree to which a specific product conforms to standards
e. quality lies in the eyes of the beholder: d
34. The role of quality in limiting a firm's product liability is illustrated by
a. ensuring that contaminated products such as impure foods do not reach
customers
b. ensuring that products meet standards such as those of the Consumer
Product Safety Act
c. designing safe products to limit possible harm to consumers
