Managing Operations Across the Supply Chain 3rd Edition By Morgan Swink – Test Bank

Managing Operations Across the Supply Chain 3rd Edition By Morgan Swink – Test Bank

bed linens, Scarsdale Corporation states that all sheets and pillowcases sold to customers should have and actually do have a thread count of exactly 600 threads per inch. Scarsdale is apparently emphasizing:

A. Design quality.

B. Conformance quality.

C. Product quality.

D. Reliability.

E. Total quality management.

Conformance quality is meeting design specifications.

AACSB: Reflective Thinking

Blooms: Apply

Difficulty: 2 Medium

Learning Objective: 06-01 Explain what the concepts of product quality and quality management entail.

Topic: Defining the Dimensions of Quality

2. Which of the following statements is false?

A. Quality dimensions are easy to measure for tangible goods, while they are difficult to measure for services.
B. Many dimensions of service quality are similar to the dimensions of quality for tangible goods.
C. Some firms still have a poor understanding of quality and quality management.
D. All of these are false.

AACSB: Reflective Thinking

Blooms: Remember

Difficulty: 1 Easy

Learning Objective: 06-01 Explain what the concepts of product quality and quality management entail.

Topic: Defining the Dimensions of Quality

3. Stu Johnson, CEO of Johnson, Inc., attended a seminar on Total Quality Management. Which of the following is NOT something he is likely to have learned at that seminar?

A. Some aspects of quality are difficult to measure because they depend on customers’ judgments.

B. Quality is primarily the responsibility of operations management.

C. Quality results from design as well as operations and delivery.

D. Cross-functional teams are important in TQM decision making.

E. He is likely to have learned all of these things.

Quality is not only the responsibility of operations management, all functions are responsible for quality. The other statements are true (see the text).

AACSB: Reflective Thinking

Blooms: Understand

Difficulty: 2 Medium

Learning Objective: 06-02 Explain the roles that operations and other functional managers play in determining product quality.

Topic: Defining the Dimensions of Quality

4. The idea that variability is the source of most quality problems was a major contribution of which quality management thought leader?

A. Juran

B. Imai

C. Crosby

D. Deming

AACSB: Reflective Thinking

Blooms: Remember

Difficulty: 1 Easy

Learning Objective: 06-01 Explain what the concepts of product quality and quality management entail.

Topic: TQM: A Total View of Quality

5. “Zero defects” is a concept of quality management of which thought leader?

A. Deming

B. Juran

C. Crosby

D. Imai

AACSB: Reflective Thinking

Blooms: Remember

Difficulty: 1 Easy

Learning Objective: 06-01 Explain what the concepts of product quality and quality management entail.

Topic: TQM: A Total View of Quality

6. Sanford Corp. bought new technological systems to inspect the quality of products as they come off the production line. The expense of operating these systems would be an example of which of the following types of quality-related costs?

A. Internal failure cost

B. Appraisal cost

C. External failure cost

D. Prevention cost

Inspection is an appraisal cost.

AACSB: Reflective Thinking

Blooms: Apply

Difficulty: 2 Medium

Learning Objective: 06-04 Perform a cost of quality analysis.

Topic: TQM: A Total View of Quality

7. Xanadu Inc. decided to increase the training received by new employees. The expense of this training is an example of which of the following costs of quality:

A. Appraisal costs

B. External failure costs

C. Internal failure costs

D. Prevention costs

E. Quality control costs

AACSB: Reflective Thinking

Blooms: Apply

Difficulty: 2 Medium

Learning Objective: 06-04 Perform a cost of quality analysis.

Topic: TQM: A Total View of Quality

8. The TQM view of organizational structure states that

A. Employees must support management decisions.

B. Management must support employees.

C. Customers want quality products.

D. Middle management must support and enforce top management decisions.

The TQM view is that managers must support workers, not the other way around.

AACSB: Reflective Thinking

Blooms: Remember

Difficulty: 1 Easy

Learning Objective: 06-03 Apply the core values and typical practices associated with quality management.

Topic: TQM: A Total View of Quality

9. All of the following represent external failure cost EXCEPT the cost of:

A. Scrapping defective raw material.

B. Repairing items covered by warranty.

C. Replacing defective items found by customers.

D. Loss of goodwill and reputation.

Scrapping raw material is an internal failure cost. The others are external failure costs.

AACSB: Reflective Thinking

Blooms: Apply

Difficulty: 1 Easy

Learning Objective: 06-04 Perform a cost of quality analysis.

Topic: TQM: A Total View of Quality

10. “Quality at the source” suggests quality should be:

A. Built into the product.

B. Inspected at multiple points.

C. Ensured by the quality control lab.

D. An inspector’s function.

AACSB: Reflective Thinking

Blooms: Understand

Difficulty: 2 Medium

Gradable: automatic

Learning Objective: 06-03 Apply the core values and typical practices associated with quality management.

Topic: TQM: A Total View of Quality