OM 300- CHILCUTT EXAM TWO
QUESTIONS WITH CORRECT
ANSWERS!!
Managing quality supports ____________, ____________, and ____________
strategies - ANSWERdifferentiation, low cost, and response
What is an operations manager's objective? - ANSWERTo build a total quality
management system that identifies and satisfies customer needs
American Society for Quality - ANSWERThe totality of features and characteristics of
a product or service that bears on its ability to satisfy stated or implied needs
User based view - ANSWERBetter performance, more features
Manufacturing-based view - ANSWERconformance to standards, making it right the
first time
Product based view - ANSWERSpecific and measurable attributes of the product
Prevention costs (Costs of Quality) - ANSWERReducing the potential for defects
(training, quality improvement programs)
Appraisal costs (Costs of Quality) - ANSWEREvaluating products, parts, and
services
Internal failure costs (Costs of Quality) - ANSWERProducing defective parts or
service before delivery
External failure costs (Costs of Quality) - ANSWERDefects discovered after delivery
(recalls)
Implications of Quality - ANSWER1. Company reputation: perception of new
products, employment practices, supplier relations 2. Product liability: reduce risk 3.
Global implications: improved ability to compete
Seven Concepts of TQM - ANSWER1) Continuous improvement 2) Six Sigma 3)
Employee empowerment 4) Benchmarking 5) Just-in-time (JIT) 6) Taguchi Concepts
(QLF) 7) Knowledge of TQM tools
Kaizen - ANSWERDescribes the ongoing process of unending improvement. -
Continuous improvement
, What are the four M's of the fishbone diagram? - ANSWERManpower, material,
machinery, and methods.
Repetitve Focus - ANSWER
Labor-planning policies - ANSWEREmployment-stability policies. 1. Follow demand
exactly- Matches direct labor costs to production, incurs costs in hiring and
termination, unemployment, insurance, and premium wages, labor is treated as a
variable cost. 2. Holds employment constant-Maintains trained workforce, minimizes
hiring, layoff, and unemployment costs, employees may be underutilized during slack
periods or overworked during busy periods, labor is treated as a fixed cost.
Continuous Improvement - ANSWERNever-ending process of continuous
improvement. Covers people, equipment, suppliers materials, procedures. Every
operation can be improved. Foundation is PDCA Cycle. TQM and zero defects also
used to describe continuous improvement.
Six Sigma - ANSWERStatistical definition of a process that is 99.9997% capable, 3.4
defects per million opportunities (DPMO) A program designed to reduce defects,
lower costs, save time, and improve customer satisfaction. A comprehensive system
for achieving and sustaining business success.
Taguchi Concepts - ANSWEREngineering and experimental design methods to
improve product and process design. Identify key component and process variables
affecting product variation. Quality robustness, Target-oriented quality, Quality loss
function (QLF)
Quality Robustness - ANSWERAbility to produce products uniformly in adverse
manufacturing and environmental conditions. Remove the effects of adverse
conditions. Small variations in materials and process do not destroy product quality.
Quality Loss Function - ANSWERTarget-oriented quality. Shows that costs increase
as the product moves away from what the customer wants. Costs include customer
dissatisfaction, warranty, and service, internal scrap and repair, and costs to society.
Traditional conformance specifications are too simplistic.
Poka-yoke - ANSWERthe concept of foolproof devices or techniques designed to
pass only acceptable products. Checklists ensure consistency and completeness.
What are the four basic strategies? - ANSWER1) Process focus 2) Repetitive focus
3) Product focus 4) Mass customization (Within these basic strategies there are
many ways they may be implemented)
Process Focus - ANSWERFacilities are organized around specific
activities/processes. General purpose equipment and skilled personnel. High degree
of product flexibility. Typically high costs and low equipment utilization. Product flows
may vary considerably making planning and scheduling a challenge.
QUESTIONS WITH CORRECT
ANSWERS!!
Managing quality supports ____________, ____________, and ____________
strategies - ANSWERdifferentiation, low cost, and response
What is an operations manager's objective? - ANSWERTo build a total quality
management system that identifies and satisfies customer needs
American Society for Quality - ANSWERThe totality of features and characteristics of
a product or service that bears on its ability to satisfy stated or implied needs
User based view - ANSWERBetter performance, more features
Manufacturing-based view - ANSWERconformance to standards, making it right the
first time
Product based view - ANSWERSpecific and measurable attributes of the product
Prevention costs (Costs of Quality) - ANSWERReducing the potential for defects
(training, quality improvement programs)
Appraisal costs (Costs of Quality) - ANSWEREvaluating products, parts, and
services
Internal failure costs (Costs of Quality) - ANSWERProducing defective parts or
service before delivery
External failure costs (Costs of Quality) - ANSWERDefects discovered after delivery
(recalls)
Implications of Quality - ANSWER1. Company reputation: perception of new
products, employment practices, supplier relations 2. Product liability: reduce risk 3.
Global implications: improved ability to compete
Seven Concepts of TQM - ANSWER1) Continuous improvement 2) Six Sigma 3)
Employee empowerment 4) Benchmarking 5) Just-in-time (JIT) 6) Taguchi Concepts
(QLF) 7) Knowledge of TQM tools
Kaizen - ANSWERDescribes the ongoing process of unending improvement. -
Continuous improvement
, What are the four M's of the fishbone diagram? - ANSWERManpower, material,
machinery, and methods.
Repetitve Focus - ANSWER
Labor-planning policies - ANSWEREmployment-stability policies. 1. Follow demand
exactly- Matches direct labor costs to production, incurs costs in hiring and
termination, unemployment, insurance, and premium wages, labor is treated as a
variable cost. 2. Holds employment constant-Maintains trained workforce, minimizes
hiring, layoff, and unemployment costs, employees may be underutilized during slack
periods or overworked during busy periods, labor is treated as a fixed cost.
Continuous Improvement - ANSWERNever-ending process of continuous
improvement. Covers people, equipment, suppliers materials, procedures. Every
operation can be improved. Foundation is PDCA Cycle. TQM and zero defects also
used to describe continuous improvement.
Six Sigma - ANSWERStatistical definition of a process that is 99.9997% capable, 3.4
defects per million opportunities (DPMO) A program designed to reduce defects,
lower costs, save time, and improve customer satisfaction. A comprehensive system
for achieving and sustaining business success.
Taguchi Concepts - ANSWEREngineering and experimental design methods to
improve product and process design. Identify key component and process variables
affecting product variation. Quality robustness, Target-oriented quality, Quality loss
function (QLF)
Quality Robustness - ANSWERAbility to produce products uniformly in adverse
manufacturing and environmental conditions. Remove the effects of adverse
conditions. Small variations in materials and process do not destroy product quality.
Quality Loss Function - ANSWERTarget-oriented quality. Shows that costs increase
as the product moves away from what the customer wants. Costs include customer
dissatisfaction, warranty, and service, internal scrap and repair, and costs to society.
Traditional conformance specifications are too simplistic.
Poka-yoke - ANSWERthe concept of foolproof devices or techniques designed to
pass only acceptable products. Checklists ensure consistency and completeness.
What are the four basic strategies? - ANSWER1) Process focus 2) Repetitive focus
3) Product focus 4) Mass customization (Within these basic strategies there are
many ways they may be implemented)
Process Focus - ANSWERFacilities are organized around specific
activities/processes. General purpose equipment and skilled personnel. High degree
of product flexibility. Typically high costs and low equipment utilization. Product flows
may vary considerably making planning and scheduling a challenge.
