1. Often the collective success or failure of
companies’ operations functions will impact the
ability of a nation to compete with other nations
2. The greater the degree of customer
involvement, the more challenging the design
and management of operations
3. People who work in the field of operations
should have skills that include both knowledge
and people skills
4. Assembly lines achieved productivity but at the
expense of standard of living
5. Service often requires greater labor content,
whereas manufacturing is more capital
intensive
2. Pursuant to the development of "scientific
management, quality control wild carried out by
skilled craftspeople, who served both as
manufacturers and inspectors, building quality
into their products
3. Unlike services, manufacturing is performed
away from the customer.
4. The view of quality as the satisfaction of
customer needs is often called fitness for us
5. From a total quality perspective, all strategic
decisions a company makes are "customer
driven."
6. For an airline company, "on time awards for an
airline is a measure of service performance
while frequent flyer awards and "business class
sections represent features
7. Employee engagement
empowerment
is
manifest
by
8. Not-for-profit organizations are adopting
quality principles because of their impact on the
bottom lime
9. The voice of the customer refers to both nearterm and longer-term customer needs and
expectations
10. Continuous improvement" refers to both
incremental and "breakthrough" improvement.
11. The term ___ refers to an integrated approach
to organizational performance management
that results in delivery of ever improving value
to customers and stakeholders.
a) fitness for use
b) performance excellence
c) exceeding customer expectations
d) empowerment
12. Refer(s) to the "bells and whistles of a product
a)
b)
c)
d)
Aesthetics
Conformance
Features
Benefits
13. refers to the degree to which physical and
performance characteristics of a product match
pre-established standards
a) Reliability
b) Features
c) Performance
d) Conformance
14. refers to the product looks, feels, sounds, tastes
or smells
a) Reliability
b) Performance
c) Perceived quality
d) Aesthetics
15. is the subjective assessment resulting from
image, advertising, or brand
a) Reliability
b) Aesthetics
c) Performance
d) Perceived quality
16. is the ability to repair a product quickly and
easily
a) Serviceability
b) Reliability
c) Aesthetics
d) Performance
1) The degree to which physical and performance
characteristics of a product match preestablished standards.
CONFORMANCE
2) Refers to both incremental and breakthrough
improvement.
CPV
3) How a product looks, feels, sounds, taste, or
smell.
AESTHETICS
4) Identifying, understanding and managing
interrelated processes as a system contributes
to the organization’s effectiveness and efficiency
in achieving its objectives.
PERFORMANCE BONUS
5) Simply means that workers have a strong
emotional bond to their organization, are
actively involved in and committed to their
work, feel that their jobs are important, know
that their opinions and ideas have value.
EMPLOYEE ENGAGEMENT
6) Software, which typically includes market
segmentation and analysis, customer service
and relationship building, effective complaint
resolution, cross-selling goods and services,
order processing, and field service.
CRM
7) “Never thought of”
DELIGHTERS/EXCITERS
8) Refers to the amount of use one gets from a
product before it physically deteriorates or until
replacement is preferable.
PERFORMANCE BONUS
9) Those people who ultimately purchase and use
a company’s products.
CONSUMERS
10) (must haves)
DISSATISFIERS
11) Refers to the methods the company uses to
achieve the requirements addressed in each
category.
APPROACH
12) Focuses on product and service conformity for
guaranteeing equity in the marketplace and
concentrates on fixing quality system problems
and product and service nonconformities
CONFORMANCE
13) Those who fall between the organization and the
consumer, but are not part of the organization.
EXTERNAL CUSTOMERS
14) Designing a product for efficient production at
the highest level of quality.
DESIGN FOR MANUFACTURABILITY
15) Refers to the ability to adapt quickly and
effectively to changing requirements.
ISO 9000