Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the __________.
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Quality loss function.
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________ customers are employees receiving goods or services from within the same firm.
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Internal.
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_____ addresses how well a product or service performs the customer?s intended use.
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Performance
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______ refers to the costs resulting from defects or quality problems after the product or service has been delivered to the customer.
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External failure
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______ is a graph that helps identify the relatively few, but most critical, causes of problems.
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Pareto chart
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______ is a part of corporate social responsibility.
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Sustainability
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The ______ model focuses on the five dimensions of customer expectations of service quality which are ranked in terms of their importance to customers.
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RATER
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______ is a Japanese term for total quality management.
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Kaizen
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______ refers to the speed or ease of product repair.
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Serviceability
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______, a disciple of Shewhart, taught statistical quality control methods to engineers and suppliers of the U.S. military during World War II.
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W. Edwards Deming
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______ requirements are specific, measurable characteristics of a product or service that customers say are necessary for their satisfaction.
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Critical to quality
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______ is a graph used to monitor outputs from a process to determine that the process is operating within established control limits.
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Process control chart
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______ is the process of designing a product so it can be transported easily through the supply chain.
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Design for logistics
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______ is a quality control technique used to determine whether products, processes, and services conform to quality by measuring, examining, and testing them against specified requirements.
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Inspection
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______ is a document identifying the project’s objective, expected timeline, budget, scope, and the key personnel involved in the effort.
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Project charter
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______ is a fact-based, data-driven quality management method that seeks to improve the quality of products and services by identifying and removing the causes of defects (errors) and minimizing process variations.
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Six Sigma
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______ cycle is a visual, circular representation of total quality management that illustrates the never-ending process of continuous improvement.
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Plan, do, study, and act
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The five steps of Six Sigma process are ______.
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Define, measure, analyze, improve, and control
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Third-party quality assurance service independent firms that manage supplier-related activities for other firms
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True
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Taguchi-loss function created by Taguchi in the ______ tracks the financial loss to society as a result of poor-quality designs.
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1980s
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_____ used to reduce variation in a process through robust product design
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Taguchi methods
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A gap analysis model that uses surveys to determine the gaps
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SERVQUAL
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A graph that shows the extent and direction of the relationship between two variables is known as
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Scatter diagram
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Quality circle concept introduced by _____ in _____?
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Kaoru Ishikawa & 1962
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Project charter identifies the project’s objective, expected timeline, budget, scope, and the key personnel involved in the effort
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True
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A diagram that visually displays and analyzes the steps in a process is called
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Process flow chart
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A graphic used to monitor outputs from a process to determine that the process is operating within established control limits.
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Correct Answer:
Process control chart
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Prevention costs is the costs incurred to prevent _______ from occurring before manufacturing the product or delivering the service
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Defects and errors
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A visual, circular representation of total quality management that illustrates the never-ending process of continuous improvement is known as
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PDSA
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A graph that helps identify the relatively few, but most critical, causes of problems is known as
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Pareto chart
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In Master Black Belt employees who have received the most statistical ______ and serve as in-house coaches to Black Belts and Green Belts, checking to see that Six Sigma efforts are applied consistently across an organization
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Six Sigma training
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Kaizen is a Japanese term for continuous improvement of the quality of a firm’s products, services, and processes
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Correct Answer:
True
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ISO Created in _____ And based in _____?
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1947 & Switzerland
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The costs that result from defects or quality problems before the product or service is delivered to the customer.This is a best statement for
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Internal failure costs
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______ IS a quality control technique used to determine whether products, processes, and services conform to quality by measuring, examining, and testing them against specified requirements
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Correct Answer:
Inspection
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Histogram helps to identify the pattern of _____ including its frequency and range
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Data distribution
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External failure costs is the costs that result from defects or quality problems after the product or service has been delivered _____
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To the customer
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Electronic service quality the level of success or failure of companies that deliver services electronically
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True
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_______ is the process of conducting design experiments and using their statistical results to identify a product’s optimum configuration or design
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Design of experiments (DOE)
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The process of designing a product so that it matches up well with the capabilities of a firm’s supply chain members is Known as
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Correct Answer:
Design for supply chain
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The process of designing a product so that it can be transported easily through the supply chain is known as
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Correct Answer:
Design for logistics
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Critical-to-quality (CTQ) is the specific, measurable characteristics of a product or service that _____ are necessary for their satisfaction
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Customers say
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Check sheet used to record and collect ______ that helps identify the frequency and timing of problem occurrences
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Quality-related data
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Cause-and-effect diagram a quality management tool that can be used to _______ the root causes of problems in a process, also known as the fishbone diagram
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Correct Answer:
Analyze and identify
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A professional who can explain Six Sigma philosophies and principles, including supporting is known as
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Black Belt
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The process of comparing the quality of your company’s products or services and its processes with those companies considered to be world leaders in quality are known as
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Correct Answer:
Benchmarking
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Appraisal costs is the costs of measuring and inspecting products and services and the processes used to produce them
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Correct Answer:
True
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Appraisal costs is the costs of measuring and inspecting products and services and the processes used to produce them
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Correct Answer:
True
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