Management 460 Chapter 8 and 3

According to Armand Fiegenbaum, ____ is the total composite of product and service characteristics of marketing, engineering, manufacturing, and maintenance through which the product or service in use will meet or exceed the expectations of the customer.
Quality
____ represents the ability to meet or exceed current and future customer expectations or requirements within critical performance areas on a consistent basis.
Supplier quality
Which of the following is not one of the expectations that suppliers have in a typical supply chain relationship?
Having the buyer co-locate its buying, engineering, and quality staffs into a supplier’s facility.
The average North American manufacturing firm spends ____ of its sales dollar on purchased goods and services.
55%
The ____ the proportion of the final product that suppliers provide, the ____ the impact they will have on overall product cost and quality.
larger….greater
All of the following are factors that influence how much attention supply management should commit to managing supplier quality except ____.
the distance between the supplier and buyer facilities
Which of the following is not one of the eight key principles of total quality management?
Inspect for quality at the end of the production line.
Which of the following is not one of the eight key principles of total quality management?
Stress subjective rather than objective analysis.
Which of the following is not one of the eight key principles of total quality management?
Focus on output rather than process.
Which of the following is one of the dimensions used in developing a clear understanding of the buyer’s expectations and requirements?
The ability of the buying company to succinctly identify, clearly define, quantify, or specify its technical and sourcing requirements.
Which of the following is not one of the unique features of Deming’s philosophy?
Interacting parts of a system must be treated individually, not as a whole.
Which of the following is not one of Deming’s 14 points?
Utilize fear to motive workers.
. Which of the following is not one of Deming’s 14 points?
Utilize numerical quotas and measurement by objective to motivate management.
Which of the following is not one of Deming’s 14 points?
Optimize the efforts of individuals working alone.
____ means continuous improvement.
Kaizen
The concept of ____ consists of rework and disposal efforts.
the hidden factory
Which of the following is false concerning Deming’s philosophy on fear in the workplace?
Fear-free organizations are very common.
Which of the following is false concerning Deming’s philosophy on numerical quotas and measurement by objective?
Output standards fully support TQM improvements and other quality initiatives.
____ occurs whenever value is added to a product or service as it moves through transformation processes in the supply chain.
Quality at the source
All of the following are positive results from early supplier design involvement except ____.
longer lead-times in order to find and fix product defects before they get to the customer
____ is the avoidance of nonconformance in products and services by not allowing errors or defects to occur in the first place.
Prevention
A/An ____ program is the formal process of verifying, usually through an intensive cross-functional site audit, that a supplier’s processes and methods produce consistent and conforming quality.
supplier certification
____ is the ability of a process to generate outputs that meet engineering specifications or customer requirements and refers to the normal behavior of a process when operating in a state of statistical control.
Process capability
The ____ process capability index quantifies the relationship between the process’s natural tolerance limits and the product’s specifications using a two-sided approach.
Cp
The ____ process capability index does not adequately account for situations where the process is not centered on the nominal specification target value.
Cp
A/An ____ is designed to provide information about the performance of the process under stable operating conditions, that is, when no special causes of variation are present.
process capability study
According to Philip Crosby, the only performance standard that defines total quality is ____, which he defined as conformance to requirements.
zero defects
____ include the direct costs of measuring quality, specifically checking for possible defects.
Appraisal costs
____ occur before the product or service is provided.
Internal failure costs
____ are incurred following production or after the customer takes possession.
External failure costs
____ are costs incurred when production processes are designed or modified to prevent defects from occurring in the first place.
Prevention costs
All of the following are examples of appraisal costs except ____.
maintenance of a quality management system
Which of the following is not an example of an internal failure cost?
Equipment calibration.
All of the following are examples of external failure costs except ____.
quality planning
Which of the following is not an example of a prevention cost?
Incoming material inspections.
In ____, there is an intense focus on identifying and eliminating the common causes of waste that add cost, time, and effort to the product or service while not adding value to the customer.
the Honda BP process
Which of the following is not one of the seven wastes identified by the Honda BP process?
overmarketing
____ is the organized and systematic study of every element of cost in a part, material, process, or service to ensure that it fulfills its design function at the lowest possible total cost.
VA/VE
Which of the following is not one of the five elements in the Six Sigma performance improvement model?
A(ccess).
To remain current, ISO 9000:2008 registration must be accomplished every ____.
3 years
In ISO 9000:2008, (the) ____ consists of a quality manual, related procedures, and work instructions.
quality management system
Which of the following is not one of the benefits to the buyer of a supplier achieving ISO 9000:2008 registration?
The supplier may develop interest from other buyers wanting to do business with it.
The ____ series of standards, originally established in 1993, are designed to promote environmental protection awareness and protection, as well as pollution prevention.
ISO 14000:2004
____ is a competition and implies that a winning organization excels not only in quality management but also in quality achievement.
MBNQA
____ is the most basic and important tenet of the MBNQA criteria.
Continuous improvement
An effective supplier quality manual will contain all of the following except ____.
approved marketing expenses
____ refer(s) to the set of purposes, principles, and rules of action that guide an organization.
Policy
____ refer(s) to standard operating procedures along with any rules and regulations.
Rules of action
Which of the following is not an advantage of written and implied policies?
Policies are easy to communicate throughout an organization.
Which of the following is not a disadvantage of written and implied policies?
Personnel only follow policies to ingratiate themselves with executive management.
All of the following are characteristics of effective policies except ____.
highly detailed and written.
Policies to define the role of purchasing do all of the following except ____.
define appropriate buyer-supplier relationships
Which of the following is not a policy defining the conduct of purchasing personnel?
Mileage reimbursement policy.
____ occurs when suppliers are pressured to purchase the buyer’s products or services as a condition of securing a purchase contract.
Reciprocity
Examples of irregular dealings with suppliers include all of the following except ____.
accepting business lunches before a contract is negotiated
All of the following are examples of problem factors that confront minority suppliers except ____.
preference for bidding on government contracts
Which of the following is not a best practice for inclusion in any minority supplier development initiative?
Ensure that all minority suppliers are located nearby the organization’s facilities.
Which of the following is not one of the principles that support positive buyer-supplier relationships?
Providing engineering and manufacturing technical assistance.
All of the following are examples of elements that must be part of an environmental management system required by the ISO 14000 certification process except ____.
provide evidence of financial stability
Which of the following is not an example of typical charge-back costs associated with supplier responsibility for defective material shipments?
Sales, general, and administrative costs.
A/An ____ is an operating instruction detailing functional duties or tasks.
procedure
Which of the following is not true concerning the purposes of a procedure manual?
The manual outlines the broad set of purposes, principles, and rules of action that guide an organization.
All of the following are examples of topics discussed in legal contract procedures except ____.
how to conduct a supplier evaluation