According to a free-market model competition among suppliers:
drives costs higher and quality lower
drives costs higher and quality higher
drives costs lower and quality lower
have no effect on cost and quality
drives costs lower and quality higher
Which of the following is not an example of a strategic content variable?
Business cases, process mapping, voice of the customer, change management, and problem/objective statements are used in the ______ Six Sigma process.
__________ is the process by which a leader influences a group to move toward the attainment of superordinate goals.
External validation measures of quality programs such as the Baldrige criteria and ISO 9001:2000 are referred to as:
stretch validation measures
A term used to characterize the relationship between suppliers and customers when a high degree of linkages and interdependencies exist is __________.
There are two broad categories of quality costs, namely:
production costs and service costs
those costs due to quality inspection and those costs due to quality design
those costs due to poor quality and costs associated with improving quality
design costs and control costs
inspection costs and manufacturing costs
One of the difficulties in satisfying customer requirements is that in a dynamic environment, customer needs are:
constantly changing in manufacturing but remain fairly stable in services
constantly changing in services but remain fairly stable in manufacturing
not a priority for many firms
The major theoretical contribution of Kaoru Ishikawa was:
the concept of benchmarking
his assertion that “quality is free”
his emphasis on total involvement of the operating employees in improving quality
his insight that organizational quality problems are largely the result of insufficient and ineffective planning for quality
__________ refers to the norms and beliefs that lead to decision-making patterns and actions in an organization.
The model of reactive customer-driven quality shows:
a firm’s quality performance is increasing while customer’s expectations are also increasing
a firm’s quality performance is increasing while quality costs are also increasing
a firm’s quality performance is increasing while quality costs are decreasing
a firm’s quality performance is decreasing while customer’s expectations are also decreasing
a firm’s quality performance is increasing while customer’s expectations are decreasing
The supplier development program developed by a Chrysler/Ford/General Motors supplier requirement task force was called:
targets for excellence
Your author indicates that although statistical inspection is an important approach to improving quality, it is inherently:
Some of the key aspects of __________ include attitudes toward change; presence or absence of fear; degree of openness, fairness, and trust; and employee behavior at all levels.
__________ refers to the efficiency with which a product achieves its intended purpose.
Which Baldrige criterion focuses on how a firm assesses the relative importance of product or service functions?
customer and market focus
information and analysis
__________ refers to the propensity for a product to perform consistently over its useful life.
Which Baldrige criterion requires the applicant to outline what his or her firm is doing in the area of corporate citizenship?
Customer and market focus
The adoption of aspects of a number of various approaches is known as the:
functional silo problem
How many winners of the MBNQA can there be each year?
___________ is the capital that fuels outstanding quality results.
While Deming is best known for his emphasis on the management of a system for improving quality, his thinking was based on the use of __________ to continually improve.
_________ allows customers and customers to tie their systems together to enhance planning, and purchasing, and coordination.