Chap007 - Chapter 07 - Quality CHAPTER 7 Quality Topics...

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Chapter 07 - Quality C HAPTER 7 Quality Topics Covered Defining Quality Quality Suitability Reliability Quality Dimensions “Best Buy” Determining the “Best Buy” The Cost of Quality Prevention Costs Appraisal Costs Internal Quality Failures External Quality Failures Morale Costs An Overall Quality-Cost Perspective Quality Management Programs and Tools Total Quality Management (TQM) Continuous Improvement Quality Function Deployment Six Sigma Statistical Process Control (SPC) Sampling, Inspection and Testing The Quality Assurance and Quality Control Group Assuring the Quality of Purchased Services Supplier Certification Quality Standards and Awards Programs ISO 9000 Quality Standards ISO 14000 Malcolm Baldrige Award Deming Award Conclusion Questions for Review and Discussion References Cases 7–1 The Power Line Poles 7–2 Air Quality Systems Inc. 7-1
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Chapter 7 - Quality QUIZ RESPONSES E 1. Determination of the “best buy” is based on: a. technical considerations. b. quality issues. c. a balance between price and quality. d. an individual buyer’s perceptions. e. a balance of requirements of marketing, engineering, operations, and supply C 2.. ISO 9001:2008 provides a tested framework for a systematic approach to consistently delivering product that satisfies customers’ expectations by managing: a. supplier relationships. b. total cost of ownership. c. process capability. d. six sigma. e. organizational processes. D 3. A sampling technique that is based on the cumulative effect of information that every additional item in the sample adds as it is inspected is called: a. random sampling. b. sequential sampling. c. 100 percent testing. d. cumulative sampling. e. additive testing.
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Chapter 7 - Quality C 4. A process is capable when: 1. the supplier can predict the future distributions about the mean. 2. common causes are eliminated through process change. 3. it averages a set number of standard deviations within the specifications. 4. it produces the same exact result each time the activity is performed. 5. random causes are detected by statistical process controls and eliminated. E 5. The role and responsibilities of supply may contribute to the containment of the cost of poor quality by addressing: a. prevention costs b. appraisal costs c. internal costs d. external costs e. all of the above. B 6. A six sigma (6σ) approach to quality: a. focuses on preventing defects by using customer feedback. b. means there are no more than 6 defects per million opportunities. c. was developed by Japanese companies in the 1950s. . d. is very close to zero defects. e. has soft goals such as happier customers and employees. D 7. Upper (UCL) and lower control limits (LCL): a. are set by design engineers to a specific product specification. b.
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Chap007 - Chapter 07 - Quality CHAPTER 7 Quality Topics...

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