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Exam 13: Supply Chain Quality Management

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Question 1

True/False

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The ability of the service provider to perform his or her job dependably and accurately is known as the "assurance" dimension of service quality.

A) True
B) False

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Question 2

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The basic quality tool used to identify the causes of problems is known as

A) scatter plot.
B) run chart.
C) fishbone diagram.
D) process map.

E) A) and C)
F) None of the above

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Question 3

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The extent to which products meet specifications is known as the ________ dimension of quality.

In which phase of the PDCA cycle do managers identify problems,assess root causes,and propose new and better methods for processing?

In a supply chain setting,a firm's product quality conformance is only as good as the conformance of its ________.

The willingness of a service provider to be prompt and helpful is known as the "responsiveness" dimension of service quality.

The basic quality tool which involves graphical representation of data in bar charts is known as ________.

A set of companion surveys used to perform gap analysis in service firms,which is based on the notion that customers are more satisfied when their perceptions of a service are more closely aligned with the service design of the service provider is known as ________.

The purpose of benchmarking is to establish a standard against which the organization's performance can be judged and to identify a model for possible improvement.

In the ________ phase of the PDCA cycle,managers review their implementation to see if they achieve the desired results and make adjustments as necessary.

The quality expert who is credited with coining the phrase company-wide quality control is

Which dimension of quality describes the extent to which products meet specifications?

The quality expert who proposed through his approach of 14 steps that quality,as a managed process,can be a source of improved financial performance for any firm is

The quality management guidelines for performance improvement are known as ________.

Joseph Juran was best known for statistical thinking and also proposed focusing on the system for quality improvement.

An instrument to measure customer perceptions of a service is known as ________.

The basic quality tool where the operator keeps track of process errors and defects is known as ________.

The degree to which a product tolerates stress or trauma without failing is known as the ________ dimension of quality.

The quality expert who proposed through his approach of 14 steps that quality,as a managed process,can be a source of improved financial performance for any firm is ________.

Propensity for a product to function over its useful life is known as the ________ dimension of quality.