Operation Management Chapter 6
Showing posts with label Operation Management Chapter 6. Show all posts
Showing posts with label Operation Management Chapter 6. Show all posts

Marketing issues such as advertising, image, and promotion are important to quality because:

Marketing issues such as advertising, image, and promotion are important to quality because:



A) they define for consumers the tangible elements of a service.
B) the intangible attributes of a product (including any accompanying service) may not be defined by the consumer.
C) they educate consumers on how to use the product.
D) they make the product seem more valuable than it really is.
E) they raise expenses and therefore decrease profitability.


Answer: B

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?



A) communication, courtesy, and credibility
B) competence, courtesy, and security
C) competence, responsiveness, and reliability
D) communication, responsiveness, and reliability
E) understanding/knowing customer, responsiveness, and reliability


Answer: A

A checklist is a type of:

A checklist is a type of:



A) poka-yoke.
B) kaizen.
C) kanban.
D) Pareto chart
E) flowchart


Answer: A

Poka-yoke is the Japanese term for:

Poka-yoke is the Japanese term for:



A) card.
B) foolproof.
C) continuous improvement.
D) fishbone diagram.
E) just-in-time production.


Answer: B

A good description of source inspection is inspecting:

A good description of source inspection is inspecting:



A) materials upon delivery by the supplier.
B) the goods at the production facility before they reach the customer.
C) the design specifications.
D) goods at the supplier's plant.
E) one's own work.


Answer: E

Which of the following is not a typical inspection point?

Which of the following is not a typical inspection point?



A) upon receipt of goods from your supplier
B) when production or service is complete
C) before the product is shipped to the customer
D) at the supplier's plant while the supplier is producing
E) after a costly process


Answer: E

The goal of inspection is to:

The goal of inspection is to:



A) detect a bad process immediately.
B) add value to a product or service.
C) correct deficiencies in products.
D) correct system deficiencies.
E) all of the above


Answer: A

Which of the following is FALSE regarding control charts?

Which of the following is FALSE regarding control charts?



A) Values above the upper control limits imply that the product's quality is exceeding expectations.
B) Control charts are built so that new data can be quickly compared to past performance data.
C) Control charts graphically present data.
D) Control charts plot data over time.
E) None of the above is false.


Answer: A

When sample measurements falls inside the control limits, it means that:

When sample measurements falls inside the control limits, it means that:



A) each unit manufactured is good enough to sell.
B) the process limits cannot be determined statistically.
C) the process output exceeds the requirements.
D) if there is no other pattern in the samples, the process is in control.
E) the process output does not fulfill the requirements.


Answer: D

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?




A) Ishikawa diagram
B) Pareto chart
C) flowchart
D) control charts
E) activity chart


Answer: A

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is:

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is:



A) in control, but not capable of producing within the established control limits.
B) out of control and the process should be investigated for assignable variation.
C) within the established control limits with only natural causes of variation.
D) monitored closely to see if the next sample mean will also fall outside the control limits.
E) none of the above.


Answer: B

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