Rhode Island College - MGT 348: Fall 2017 Operations Management MGT-348-01 - Chapter 6 Homework

Document Content and Description Below

Chapter 6 Homework Date: 10/1/17 Instructor: Paul Jacques Course: MGT 348-01 - Fall 2017 Assignment: Chapter 6 Homework Managing quality helps build successful strategies of A. differentiatio ... n, low cost and service. B. differentiation, time and service. C. differentiation, time and response. D. differentiation, low cost and response. Which of the following DOES NOT increase profit by improving quality? A. flexible pricing B. improved reputation C. higher warranty costs D. increased productivity The American Society for Quality defines quality as A. how well a product fits patterns of consumer preferences. B. even though it cannot be defined, you know what it is. C. the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. D. the degree of excellence at an acceptable price and the control of variability at an acceptable cost. Which of the following costs is NOT a cost of quality? A. rework B. lost goodwill C. scrap D. research and development Which of the following is the Japanese term used to describe continuous improvement efforts? A. poka-yoke B. kanban C. six sigma D. kaizen Which of the following is NOT one of the techniques for building employee empowerment? A. Build high-morale organizations. B. Build communication networks that include employees. C. Eliminate formal organization structures such as teams and quality circles. D. Develop open, supportive supervisors. 7. An avant-garde clothing manufacturer runs a series of high-profile, risque ads on a billboard on Highway 101 and regularly collects protest calls from people who are offended by them. The company has no idea how many people in total see the ad, but it has been collecting statistics on the number of phone calls from irate viewers:                                               Type Description Number of Complaints R Offensive racially/ethnically 14 M Demeaning to men 12 W Demeaning to women 11 I Ad is Incomprehensible 9 O Other 18 a) Choose the correct Pareto chart below. A. Type of complaints Frequency (number) B. Type of complaints Frequency (number) C. Type of complaints Frequency (number) D. Type of complaints Frequency (number) b) What percent of the total complaints can be attributed to the most prevalent complaint? The most prevalent complaint is , with % of the total complaints. (Enter your response rounded to one decimal place.) O 28 8. 1: Graph/Chart Complete a fish-bone chart detailing reasons why an airline customer might be dissatisfied. 1 Click the icon to view the partially completed fish-bone chart. Match each letter in the chart with the corresponding heading. Letter Heading A Material B Machinery C Methods D Manpower Match each number in the chart with the corresponding reason. Number Reason I Poor or no food II Need larger restrooms III Plane was late IV Need more attendants A B C D customer Dissatisfied Tickets too expensive Not enough parking Reading light not working Seats are too close Lost luggage Poor connections Not enough traffic police Not enough ticket agents 9. 10. 11. 2: Check sheet Mary Beth Marrs, the manager of an apartment complex, feels overwhelmed by the number of complaints she is receiving. 2 Click the icon to view the check sheet she has kept for the past 12 weeks. Using this information, choose the correct Pareto chart below. Frequency (number Pool Grounds Tenant issues Parking/Drives Electrical/Plumbing B. Frequency (number Parking/Drives Grounds Pool Tenant issues Electrical/Plumbing Frequency (number Parking/Drives Pool Grounds Tenant issues Electrical/Plumbing Frequency (number Parking/Drives Pool Tenant issues Grounds Electrical/Plumbing The Pareto chart indicates that most of the complaints, %, were caused by (round your response to one decimal place). 41 parking/drives Week Grounds Parking/ Drives Pool Tenant Issues Electrical/ Plumbing Cause-and-effect diagrams are also known as A. target specification graphs. B. fish-bone charts. C. flowcharts. D. Pareto charts. A device or technique that ensures production of a good unit every time is a A. control chart. B. fail-safe. C. zero defect. D. poka-yoke. 12. 13. 14. Inspections should NOT take place A. during the step-by-step production process. B. at your supplier's plant while the supplier is producing. C. at your facility upon receipt of goods from your supplier. D. after costly or irreversible processes. Which of the following determinants of service quality means the firm performs the service right the first time and that the firm honors its promises? A. responsiveness B. credibility C. reliability D. competence Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service quality? A. Managers must expect exceptions. B. The manager may be able to influence the quality of the service but has little control over the customers' expectation. C. The tangible component of many services is important. D. The operations manager should realize that the customer' expectations are the standard against which the service is judged. [Show More]

Last updated: 3 years ago

Preview 1 out of 5 pages