MQM 227 | Chapter 8 Q&A | Product Reliability, SERVQUAL, Quality Costs, ISO 9000 | Illinois State University

This document presents a 100% correct and verified collection of Chapter 8 questions and answers for MQM 227 – Operations Management at Illinois State University. Designed for quality-focused exam preparation, the file includes a mix of multiple-choice and true/false questions, with each correct answer clearly marked. The content explores key operational topics involving reliability, quality measurement, and control systems in production and service environments. Main topics and terms include: Reliability and Availability: Mean time between failure (MTBF), maintainability, and uptime metrics Service quality measurement: SERVQUAL model (Responsiveness, Empathy, Tangibles, Assurance, Reliability) Quality types and systems: Quality of design, conformance, performance, Six Sigma, TQM Cost of quality: Prevention costs, appraisal costs, internal and external failure costs, warranty, rework, training Quality control tools and frameworks: ISO 9000 certification, Quality Function Deployment (QFD), Baldrige Award Continuous improvement challenges: Managerial barriers, short-termism, teamwork interference Lean and error-proofing concepts: Poka-yoke, scrap reduction, internal yield analysis This resource is ideal for students in operations management, quality assurance, and process improvement, as well as industrial engineering or applied business learners who require deep understanding of how quality is defined, measured, and improved across industries. Keywords: MQM 227, reliability, availability, SERVQUAL, quality design, Six Sigma, TQM, ISO 9000, appraisal cost, internal failure, Baldrige Award, poka-yoke, Illinois State University