chapter 9 and 10

Quality of design refers to the intention of the designers to include or exclude certain features in a product or service based on marketing and other information.

• True

• False

Reducing the variability in our product or service is an important key to quality.

• True

• False

The degree to which a product or service satisfies its intended purpose is determined by design, conformance to design, cost, and reputation of the producer.

• True

• False

Convenience, reliability, and assurance are dimensions of service quality.

• True

• False

Modern quality management emphasizes finding and correcting mistakes before they reach the customer—catching the errors before they are shipped.

• True

• False

According to Deming, it is the systems that management puts into place that are primarily responsible for poor quality, not employees.

• True

• False

Six Sigma programs have both management and technical components.

• True

• False

Quality certification refers to a process of 100 percent inspection to catch all defective products before they leave the company; this allows every item to be certified defect free.

• True

• False

The customer is the focal point and customer satisfaction is the driving force in quality management.

• True

• False

So long as quality input resources are used to make a product, we can expect quality output from the process.

• True

• False