Operations and Supply Chain Management -
C720
1. Quality and Cost Characteristics
A customer was having trouble entering a vacation rental property. When the customer contacted the host, the ho
came to help the customer within 10 minutes.What is the service quality dimension demonstrated in the scenario?
Assurance Tangibles
Responsiveness
Reliability: Responsiveness
2. Quality and Cost Characteristics
A customer went to a service center to have new tires installed on their vehicle. An employee at the service center
was polite and professional. They were clear in explaining the types of tires available, the replacement process, and
the warranty. They were able to answer all the customer's questions.What is the service quality dimension
demonstrated in the scenario?
Assurance Responsiveness
Reliability Tangibles:
Assurance
3. Quality and Cost Characteristics.
A hotel manager periodically inspects each room of the hotel to assess its condition. Which cost of quality does this
scenario illustrate?
Prevention costs External failure
costs Appraisal costs
Internal failure costs: Appraisal costs
4. Quality and Cost Characteristics.
A website for a utility company makes customers enter their bank payment information twice. The system
compares the data and only proceeds if the data matches. Which cost of quality is represented in this scenario?
External failure costs Prevention
costs Appraisal costs
Internal failure costs: Prevention costs
5. Total Quality Management Concepts
A small business wants to enhance the quality of its products. The business
, Operations and Supply Chain Management -
C720
has begun to send surveys out to ask which features people like about the products and which features they would
like to see added.Which total quality management (TQM) principle is illustrated in the example?
Supplier relationships Continuous
improvement Customer-centered
focus
Performance measures: Customer-centered focus
6. Total Quality Management Concepts
A manufacturing company sources many of its components from another business. The company has sought to
know more about this other business over time and has been able to collaborate with the business to customize the
components for optimal quality.What is the core concept of total quality management (TQM) demonstrated in the
scenario?
Employee involvement Continuous
improvement Performance measures
Supplier relationships: Supplier relationships
7. Six Sigma Methodologies
Which activity is involved in the define phase of Six Sigma?
Assessing current process performance Training to follow
new practices Detailing an improvement opportunity
Identifying possible causes of defects: Detailing an improvement opportunity
8. Six Sigma Methodologies
Which phase of Six Sigma involves implementing measures to make errors more quickly detectable?
Analyze Measure
Control Define:
Control
9. Total Quality Management Concepts
After each tool in a manufacturing facility is produced, its maximum RPM is tested. A manager would like to use
a data visualization tool to see how many of the 1,000 tools produced last week had a maximum RPM of 10,000-
10,049,
, Operations and Supply Chain Management -
C720
how many had a maximum RPM of 10,050-10,099, etc.Which tool of quality management is appropriate for this
need?
Check sheet
Histogram Flow
chart
Scatterplot: Histogram.
10.Total Quality Management Concepts
A production facility manufactures a varying number of units per day. A man- ager has data on the number of
units produced and the number of defective units found for each day over the past several months. The manager
would like to use a data display to see if the number of defects is related to the total number of units produced per
day.What is the quality management tool that should be used in this situation?
Control chart Pareto
chart Scatterplot
Check sheet: Scatterplot
11.Capacity Measurement
What is one of the factors that is accounted for in effective capacity?
Fixed and variable costs of production Planned employee
breaks
Unplanned facility power outages
Periods of reduced market demand: Planned employee breaks
Effective capacity represents the actual capacity that a system can achieve under normal operating conditions. It takes int
account planned factors such as: Scheduled maintenance,
Employee breaks, Shift
changes, Routine
downtime.
12.Capacity Measurement
A t-shirt printing company has a design capacity of 40,000 shirts per month. Accounting for planned delays, the
capacity is 31,000 shirts per month. Actual output is 26,000 shirts per month. What is the efficiency rate?
19%
C720
1. Quality and Cost Characteristics
A customer was having trouble entering a vacation rental property. When the customer contacted the host, the ho
came to help the customer within 10 minutes.What is the service quality dimension demonstrated in the scenario?
Assurance Tangibles
Responsiveness
Reliability: Responsiveness
2. Quality and Cost Characteristics
A customer went to a service center to have new tires installed on their vehicle. An employee at the service center
was polite and professional. They were clear in explaining the types of tires available, the replacement process, and
the warranty. They were able to answer all the customer's questions.What is the service quality dimension
demonstrated in the scenario?
Assurance Responsiveness
Reliability Tangibles:
Assurance
3. Quality and Cost Characteristics.
A hotel manager periodically inspects each room of the hotel to assess its condition. Which cost of quality does this
scenario illustrate?
Prevention costs External failure
costs Appraisal costs
Internal failure costs: Appraisal costs
4. Quality and Cost Characteristics.
A website for a utility company makes customers enter their bank payment information twice. The system
compares the data and only proceeds if the data matches. Which cost of quality is represented in this scenario?
External failure costs Prevention
costs Appraisal costs
Internal failure costs: Prevention costs
5. Total Quality Management Concepts
A small business wants to enhance the quality of its products. The business
, Operations and Supply Chain Management -
C720
has begun to send surveys out to ask which features people like about the products and which features they would
like to see added.Which total quality management (TQM) principle is illustrated in the example?
Supplier relationships Continuous
improvement Customer-centered
focus
Performance measures: Customer-centered focus
6. Total Quality Management Concepts
A manufacturing company sources many of its components from another business. The company has sought to
know more about this other business over time and has been able to collaborate with the business to customize the
components for optimal quality.What is the core concept of total quality management (TQM) demonstrated in the
scenario?
Employee involvement Continuous
improvement Performance measures
Supplier relationships: Supplier relationships
7. Six Sigma Methodologies
Which activity is involved in the define phase of Six Sigma?
Assessing current process performance Training to follow
new practices Detailing an improvement opportunity
Identifying possible causes of defects: Detailing an improvement opportunity
8. Six Sigma Methodologies
Which phase of Six Sigma involves implementing measures to make errors more quickly detectable?
Analyze Measure
Control Define:
Control
9. Total Quality Management Concepts
After each tool in a manufacturing facility is produced, its maximum RPM is tested. A manager would like to use
a data visualization tool to see how many of the 1,000 tools produced last week had a maximum RPM of 10,000-
10,049,
, Operations and Supply Chain Management -
C720
how many had a maximum RPM of 10,050-10,099, etc.Which tool of quality management is appropriate for this
need?
Check sheet
Histogram Flow
chart
Scatterplot: Histogram.
10.Total Quality Management Concepts
A production facility manufactures a varying number of units per day. A man- ager has data on the number of
units produced and the number of defective units found for each day over the past several months. The manager
would like to use a data display to see if the number of defects is related to the total number of units produced per
day.What is the quality management tool that should be used in this situation?
Control chart Pareto
chart Scatterplot
Check sheet: Scatterplot
11.Capacity Measurement
What is one of the factors that is accounted for in effective capacity?
Fixed and variable costs of production Planned employee
breaks
Unplanned facility power outages
Periods of reduced market demand: Planned employee breaks
Effective capacity represents the actual capacity that a system can achieve under normal operating conditions. It takes int
account planned factors such as: Scheduled maintenance,
Employee breaks, Shift
changes, Routine
downtime.
12.Capacity Measurement
A t-shirt printing company has a design capacity of 40,000 shirts per month. Accounting for planned delays, the
capacity is 31,000 shirts per month. Actual output is 26,000 shirts per month. What is the efficiency rate?
19%
