Operation Management - Prefinals

"Quality" is defined by the customer as:

• A product-based definition of quality

• An unrealistic definition of quality

• A manufacturing-based definition of quality

• A user-based definition of quality

Which quality expert believed that ‘quality is free’?

• Philip Crosby

• Joseph M. Juran

• W. Edwards Deming

• None of the above

Inspection, scrap, and repair are examples of

• External failure costs

• Appraisal costs

• Prevention costs

• Internal failure costs

What is the basis in deciding in terms of decision making in TQM?

• Opinions only

• Facts only

• Both opinions and facts

• Neither opinions nor facts

Six sigma needs:

• Process knowledge

• An indulging mindset

• Action on causes of defects

• All of the above

Most auto accidents are

• Caused by bad design

• At 6 sigma level

• Caused by chance

• Preventable

The Baldrige Award is

• An ISO 9000 requirement

• Indication of no competition

• Indication that TQM programs are effective

• All of the above

Cause-effect diagram is used in

• Problem identification

• Field visits

• Problem analysis

• Vendor surveys

Seven tools consist of

• Histogram

• Workers' toolkit

• Team meetings

• Management meeting regularly with workers

ISO 9000 determines

• The kind of control chart to be used

• If vendors are performing well

• If the company practices its written procedures

• Random causes of variation