BUSI 411 Quiz: Quality Management & Managing Waiting Lines
1.If customer satisfaction does not always lead to customer loyalty, firms may need to
focus additional effort on __________ strategies. Group of answer choices remediation
retention
Rework
repatriation
reprocessing
In this context, firms should focus on retention strategies. Retention strategies are
designed to keep customers loyal to the company, even if their satisfaction levels fluctuate.
By investing in retention efforts, companies can build long-term relationships with their
customers and encourage repeat business.
2. When considering outsourcing production to offshore suppliers, managers have to
weigh:
(I) cost benefits that might make shareholders wealthier. (
(II) II) quality issues that might make firms less productive and/or products riskier.
(III) the investments already tied up in relationships with existing suppliers.
When considering outsourcing production to offshore suppliers, managers have to weigh
all three factors:
• Cost benefits that might make shareholders wealthier (I)
• Quality issues that might make firms less productive and/or products riskier (II)
• The investments already tied up in relationships with existing suppliers (III)
So, the correct answer is: I, II, and III.
3.A tool that is not used for quality management is a: Group of answer choices
flowchart.
Histogram
Pareto analysis.
redesign.
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, The tool that is not used for quality management is redesign. The other options listed
(flowchart, histogram, Pareto analysis, and check sheet) are common tools used in quality
management to analyze and improve processes.
4.Giving workers responsibility for quality improvements and authority to make changes is
known as: Group of answer choices
continuous improvement.
passing the buck.
benchmarking.
employee empowerment.
employee involvement.
Giving workers responsibility for quality improvements and authority to make changes is
known as employee empowerment. This approach allows employees to take ownership of
their work and make decisions that can lead to better quality and increased productivity.
5.The quality tool that resembles a "fishbone" is: Group of answer choices
brainstorming.
check sheets.
Pareto analysis.
cause-and-effect diagrams.
fail-safe methods.
The quality tool that resembles a "fishbone" is a cause-and-effect diagram. This tool, also
known as an Ishikawa or fishbone diagram, is used to identify and organize potential
causes of a problem.
6.A quality analyst wants to construct a control chart for determining whether four
machines, all producing the same product, are in control with regard to a particular quality
attribute. Accordingly, she inspected 1,000 units of output from each machine in random
samples, with the following results: Machine Total Defectives #1 23 #2 15 #3 29 #4 13 For
upper and lower control limits of .026 and .014, which machine(s), if any, appear(s) to be
out-of-control for process proportion of defectives? Group of answer choices
machine #3
machine #4
This study source was downloaded by 100000897812839 from CourseHero.com on 03-27-2025 07:16:57 GMT -05:00
https://www.coursehero.com/file/247323349/Quiz-Quality-Management-Managing-Waiting-Linespdf/
1.If customer satisfaction does not always lead to customer loyalty, firms may need to
focus additional effort on __________ strategies. Group of answer choices remediation
retention
Rework
repatriation
reprocessing
In this context, firms should focus on retention strategies. Retention strategies are
designed to keep customers loyal to the company, even if their satisfaction levels fluctuate.
By investing in retention efforts, companies can build long-term relationships with their
customers and encourage repeat business.
2. When considering outsourcing production to offshore suppliers, managers have to
weigh:
(I) cost benefits that might make shareholders wealthier. (
(II) II) quality issues that might make firms less productive and/or products riskier.
(III) the investments already tied up in relationships with existing suppliers.
When considering outsourcing production to offshore suppliers, managers have to weigh
all three factors:
• Cost benefits that might make shareholders wealthier (I)
• Quality issues that might make firms less productive and/or products riskier (II)
• The investments already tied up in relationships with existing suppliers (III)
So, the correct answer is: I, II, and III.
3.A tool that is not used for quality management is a: Group of answer choices
flowchart.
Histogram
Pareto analysis.
redesign.
This study source was downloaded by 100000897812839 from CourseHero.com on 03-27-2025 07:16:57 GMT -05:00
https://www.coursehero.com/file/247323349/Quiz-Quality-Management-Managing-Waiting-Linespdf/
, The tool that is not used for quality management is redesign. The other options listed
(flowchart, histogram, Pareto analysis, and check sheet) are common tools used in quality
management to analyze and improve processes.
4.Giving workers responsibility for quality improvements and authority to make changes is
known as: Group of answer choices
continuous improvement.
passing the buck.
benchmarking.
employee empowerment.
employee involvement.
Giving workers responsibility for quality improvements and authority to make changes is
known as employee empowerment. This approach allows employees to take ownership of
their work and make decisions that can lead to better quality and increased productivity.
5.The quality tool that resembles a "fishbone" is: Group of answer choices
brainstorming.
check sheets.
Pareto analysis.
cause-and-effect diagrams.
fail-safe methods.
The quality tool that resembles a "fishbone" is a cause-and-effect diagram. This tool, also
known as an Ishikawa or fishbone diagram, is used to identify and organize potential
causes of a problem.
6.A quality analyst wants to construct a control chart for determining whether four
machines, all producing the same product, are in control with regard to a particular quality
attribute. Accordingly, she inspected 1,000 units of output from each machine in random
samples, with the following results: Machine Total Defectives #1 23 #2 15 #3 29 #4 13 For
upper and lower control limits of .026 and .014, which machine(s), if any, appear(s) to be
out-of-control for process proportion of defectives? Group of answer choices
machine #3
machine #4
This study source was downloaded by 100000897812839 from CourseHero.com on 03-27-2025 07:16:57 GMT -05:00
https://www.coursehero.com/file/247323349/Quiz-Quality-Management-Managing-Waiting-Linespdf/
