"Managing the entire organization so that it excels in all dimensions important to the customer, including product development, marketing and supply chain" is the definition of
total quality management
The American Society for Quality has a two part definition of quality. One perspective on quality is "a product or service free from deficiencies; the product performs as intended." This is the ____________ perspective on quality.
conformance
Which of the following statements regarding control charts is best?
control charts are used to distinguish whether the process is operating normally or requires attention
The standard that extends the benefits of quality management to all parties that are interested in or affected by a business's operations
ISO 9004:2009
Regardless of whether the traditional view of the total cost of quality or the zero defects view of the total cost of quality is taken,
as the defect level increases, the failure costs increase
__________ is the dimension of quality that addresses the additional characteristics of the product or service beyond the base operating features.
features
In the Dittenhoefer Fine China case, a worker found that the plates had around 2.4 microns of coating applied. Manufacturing was able to correct the problem and save these plates, but no one knew how many plates had been shipped before the problem was discovered.The plates that were already shipped before the problem was corrected resulted in which of the following type of quality costs?
external failure
Which of the following is a principle of TQM that assumes there will always be room for improvement, no matter how well an organization is doing?
continuous improvement
Which of the following is NOT one of the seven core ideas of TQM?
value perspective
In the Dittenhoefer fine china case, a worker set the polymer coating machine to 190 degrees to clean the machine and forgot to reset the temperature for production. Dittenhoefer destroyed the 2,400 defective plates prior to delivery to the customer.The destruction of 2,400 plates resulted in which of the following type of quality costs?
internal failure
Companies focused on improving quality hire Six Sigma Black Belts to work on identifying the root cause of problems and implementing solutions. Hiring Black Belts to keep defects from occurring to begin with results in which of the following type of quality costs?
prevention
The American Society for Quality has a two part definition of quality. One perspective on quality is "the characteristics of a product or service that bear on its ability to satisfy stated or implied needs of the customer, also known as fitness for use." This is the ____________ perspective on quality.
value
The operations manager made sure that all processes were producing output exactly the way the design engineers had drawn it up. Which view of quality is inevidence?
the conformance perspective
Chris plots a point on the control chart and notices that it lies just outside the upper control limit. Which of the following statements is best?
the process may actually be in control
The ISO 9000 family of standards focuses more on practices than outcomes.
true
Total quality management (TQM) and Six Sigma are equivalent, the latter is simply the latest name for the same set of techniques pioneered by W Edwards Deming.
false