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. differentiation, low cost and serv
...
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. differentiation, 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.
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