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KEY REVIEW

True-False Questions ___T__ 1. Quality at the source means the person who does the work takes responsibility for making sure that his or her output meets specifications. 2. time. Performance is the probability that a product will fail within a specified

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___T__ 3.

onformance !uality refers to the degree to which the product or ser"ice design specifications are met. The $aldrige award is only for health care and educational institutions. %. & key to employee in"ol"ement is !uality at the source.

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Process control is concerned with monitoring !uality while the product is being produced or the ser"ice is being performed. (. )nternal failure costs are costs incurred after the product has been deli"ered to the customer. & run chart depicts trends in data o"er time. & process flow chart uses a bar chart approach to display the fre!uency of occurrence of those factors that are of interest to management. -tatistical process control is a !uantitati"e method for monitoring a process to determine whether the process is operating as it should or if it is out of control. The $aldrige &ward was first awarded in 1+*(. )t has been estimated at between 1% and 2, percent of e"ery sales dollar represents !uality costs including the cost of reworking. scrapping. repeated ser"ice. inspections. tests. warranties. and other !uality related items. The criteria and model itself is only useful for firms competing for the $aldrige award. The role of the $aldrige &ward as an instructor of !uality is rapidly growing.

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_____ 11. _____ 12.

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)-1 +,,, and the $aldrige award ha"e similar goals. There is only one best way to prepare a winning $aldrige application.

Multiple-Choice Questions _____ 1(. ________is primarily concerned with en"ironmental management. &. $. . 3. 5. _____ 1*. 2eadership &ward $aldrige &ward 3eming Pri4e -hingo &ward )-1 1#,,, rosby7

6hich of the following is not a tenet of &. $. . 3. 5. onformance to re!uirements 8ero defects Fitness for use Quality is free &ll of the abo"e

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The !uality dimension that relates to the e9pected operational life of a product is0 &. $. . 3. 5. 3urability &esthetics -er"iceability Percei"ed Quality Quality at the source

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The inherent "alue of the product in the marketplace and also a strategic decision of the firm are0

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&. $. . 3. 5.

onformance !uality. Total !uality. 3esign !uality. Quality function deployment. Quality at the source.

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6hich of the following is not considered to be a !uality guru7 &. $. . 3. 3eming rosby :uran ;aslow

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$asic forms that help standardi4e data collection are0 &. $. . 3. 5. Flowcharts <un charts Pareto charts ontrol charts hecksheets

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& diagram used to demonstrate the e9istence of a relationship between potential causes and the problem under study0 &. $. . 3. 5. -tatistical Process ontrol ause and 5ffect 3iagrams =istograms <un harts harts

-catter 3iagrams

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)n which form of the )-1 +,,, certification does the firm audit itself against )-1+,,, standards7 &. $. . 3. 5. The second party The fourth party The third party The first party /one of the abo"e

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The brand name recognition of a laser printer is an e9ample of the _______________ dimensions of !uality. &. $. . 3. 5. Performance Features -er"iceability Percei"ed !uality &esthetics.

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6hich of the following is not a category for $aldrige &wards7 &. $. . 3. 5. ;anufacturing -er"ice -mall $usiness =eath are &ll of the abo"e are $aldrige categories.

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