Ch19 - CHAPTER 19 BALANCED SCORECARD QUALITY TIME AND THE...

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Cornerstones of Cost Management
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Chapter 17 / Exercise 17.19
Cornerstones of Cost Management
Hansen/Mowen
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CHAPTER 19 BALANCED SCORECARD: QUALITY, TIME, AND THE THEORY OF CONSTRAINTSTRUE/FALSE1.Shortening delivery times is a minor part of the quality improvement process.
2.ISO 9000 developed by the International Organization for Standardization is a set of five international standards for quality management adopted by more than 85 countries.
Difficulty:2Objective:1Terms to Learn:quality3.Quality of design measures how closely the characteristics of products or services meet the needs and wants of customers.
Difficulty:2Objective:1Terms to Learn:design quality4.In the banking industry, depositing a customer's check into the wrong bank account is an example of quality of design failure.
Difficulty:2Objective:1Terms to Learn:design quality, conformance qualityThis is an example of conformance quality failure.5.Costs of quality (COQ) reports usually do not consider opportunity costs.
Difficulty:2Objective:1Terms to Learn:costs of quality (COQ)6.Design quality refers to the performance of a product or service relative to its design and product specification.
Difficulty:2Objective:1Terms to Learn:design quality, conformance qualityConformance quality refers to the performance of a product or service relative to its design and product specification.19-1
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Cornerstones of Cost Management
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Chapter 17 / Exercise 17.19
Cornerstones of Cost Management
Hansen/Mowen
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7.Costs of Quality (COQ) are classified into four categories: prevention costs, appraisal costs, inspection costs, and warranty costs.
8.When evaluating alternatives to improve quality, both the relevant benefits as well as the relevant costs should be considered.
Difficulty:1Objective:1Terms to Learn:quality9.When considering customer needs and wants, only financial measures can be used, since they are easily measured.
Difficulty:1Objective:2Terms to Learn:qualityWhen considering customer needs and wants, both financial as well as nonfinancial measures can be used.10.The Balanced Scorecard includes both financial and non-financial measures of customer satisfaction.Answer:TrueDifficulty:1Objective:2Terms to Learn:quality11.An example of a nonfinancial Balanced Scorecard measure concerning internal business processes would be average manufacturing time for key products.
Difficulty:2Objective:2Terms to Learn:Balanced Scorecard12.A measurement of market share is considered a financial measure of customer satisfaction in a balanced scorecard.

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