Section $3$ Total Quality Management

$1)$ Quality is mostly the business of the quality control staff, not ordinary employees.

Answer: FALSE

$2)$ TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations.

$3)$ The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business success.

$4)$ Continuous improvement is based on the philosophy that not every aspect of an operation can be improved

$7)$ Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

$30)$ Costs of dissatisfaction, repair costs, and decreased future demand are elements of cost in

A$)$ quality loss function.

B$)$ Pareto chart.

C$)$ ISO $9000$ quality cost calculator.

D$)$ process chart.

E$)$ Ishikawa diagram.

$15)$ Which of the following is FALSE regarding control charts?

A$)$ Values above the upper control limits imply that the product's quality is exceeding expectations.

B$)$ Control charts are built so that new data can be quickly compared to past performance data.

C$)$ Control charts graphically present data.

D$)$ Control charts plot data over time.

E$)$ None of the above is false.

$16)$

problems.

diagrams use a schematic technique to discover possible locations of quality

$17)$

are graphical presentations of data over time that show upper and lower control

limits for processes we want to control.

$5)$ Marketing issues such as advertising, image, and promotion are important to quality because:

A$)$ they define for consumers the tangible elements of a service.

B$)$ the intangible attributes of a product $($including any accompanying service$)$ may not be defined by the consumer.

C$)$ they educate consumers on how to use$$the$$product$.$