MGT 227 CHAPTER 12 QUESTIONS AND ANSWERS
Careful design of the product or service
Ensuring the organization's systems can consistently produce the desired design. -
Answers - Which of the following is an operational goal of TQM?
Movie - Answers - The Malcolm Baldrige National Quality Award is given annually in all
of these categories except
Cosby - Quality improvement teams; quality councils.
Deming - Employee participation in decision making; break down barriers between
departments.
Juran - Team and quality circle approach. - Answers - Match the quality gurus with their
respective approach to teamwork. Crosby, Deming, Juran
Quality improvement teams; quality councils.
Team and quality circle approach.
Employee participation in decision making; break down barriers between departments.
50 - Answers - Candidates for the Malcolm Baldrige National Quality Award must submit
an application of up to BLANK pages that details the approach, deployment, and results
of their quality activities.
Performance - Primary product or service characteristics
Features - Added touches, bells and whistles, secondary characteristics
Reliability/Durability - Consistency of performance over time, probability of failing, useful
life
Serviceability - Ease of repair
Aesthetics - Sensory characteristics (sound, feel, look, and so on)
Perceived quality - Past performance and reputation - Answers - Performance;
Features, Reliability/durability, Serviceability, Aesthetics, Perceived quality
True - Answers - True or false: Total quality management requires companies to deal
with all dimensions of products and services that are important to the customer.
Conformance - Answers - Which quality term refers to the degree to which the product
or service design specifications are met?
Japan - Answers - The Malcolm Baldrige National Quality Award was created as a
response to the US quality shortfalls versus which country?
Manufacturing management - Answers - Where a product is involved, who is
responsible for ensuring that quality specifications are met?
Crosby - Prevention, not inspection.
Careful design of the product or service
Ensuring the organization's systems can consistently produce the desired design. -
Answers - Which of the following is an operational goal of TQM?
Movie - Answers - The Malcolm Baldrige National Quality Award is given annually in all
of these categories except
Cosby - Quality improvement teams; quality councils.
Deming - Employee participation in decision making; break down barriers between
departments.
Juran - Team and quality circle approach. - Answers - Match the quality gurus with their
respective approach to teamwork. Crosby, Deming, Juran
Quality improvement teams; quality councils.
Team and quality circle approach.
Employee participation in decision making; break down barriers between departments.
50 - Answers - Candidates for the Malcolm Baldrige National Quality Award must submit
an application of up to BLANK pages that details the approach, deployment, and results
of their quality activities.
Performance - Primary product or service characteristics
Features - Added touches, bells and whistles, secondary characteristics
Reliability/Durability - Consistency of performance over time, probability of failing, useful
life
Serviceability - Ease of repair
Aesthetics - Sensory characteristics (sound, feel, look, and so on)
Perceived quality - Past performance and reputation - Answers - Performance;
Features, Reliability/durability, Serviceability, Aesthetics, Perceived quality
True - Answers - True or false: Total quality management requires companies to deal
with all dimensions of products and services that are important to the customer.
Conformance - Answers - Which quality term refers to the degree to which the product
or service design specifications are met?
Japan - Answers - The Malcolm Baldrige National Quality Award was created as a
response to the US quality shortfalls versus which country?
Manufacturing management - Answers - Where a product is involved, who is
responsible for ensuring that quality specifications are met?
Crosby - Prevention, not inspection.
