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Total Quality Management Spring 2025 Exam 1 Prep Flashcards | StudBud
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Total Quality Management Spring 2025 Exam 1 Prep
Total Quality Management Spring 2025 Exam 1 Prep
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Sharpen your Mad Skills with this Quiz! LET'S DO THIS!!!
Flashcards
15 cards
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Questions
15
Answers
1
What is the purpose of the House of Quality?
To balance prevention with appraisal costs.
To establish quality at the source.
To minimize cost.
To evaluate how well the VOC is met by the provider's capabilities.
2
What is the relationship between results quality and process quality?
None of these are true, brosephus.
Increaasing final inspection will increase results quality.
Focusing on results quality is a proactive approach.
Results quality is the most important to measure.
3
With TQM, how often should customer needs be exceeded?
All the time, every time, broseph.
Customer needs should be exceeded with caution.
Never.
It doesn't really matter.
4
What is a limitation of SERVQUAL?
It is reactive.
It does not address the degree of variation among customers.
It requires data and mathematical calculations.
It takes too long to do.
5
What is the purpose of SERVQUAL?
To assess gaps between customer expectations and perceptions.
To understand the VOC as it applies to services.
To identify supplier poor performance.
To assess gaps between marketing and customer expectations.
6
What is the relationship between defects and productivity?
If defects increase, cost decreases, which increases productivity.
If defects decrease, productivity increases.
Increasing variation decreases defects, which increases productivity.
Defects and productivity have nothing to do with each other.
7
What are the functions of supply chain?
Sourcing, production, delivery, marketing.
Accounting, finance, human resource management, marketing.
Sourcing, Operations, Logistics, Distribution, Marketing.
Sourcing and suppliers, Operations, Distribution, Return.
8
Which is an appraisal cost?
The cost of running a dedicated inspection station.
Cash bonuses associated with giving praise, such as rewards.
The cost required to fix a defect that an inspection caught.
The cost involved with a warranty.
9
Which is not a Product Dimension of Quality?
Perceived quality.
Aesthetics.
Serviceability.
Price.
10
Which is not an Element of Operations (one of the All-Mighty 6Ms)?
People.
Environment.
Measurement.
Modality.
11
What is Conformance?
How much a product looks like competitor products.
How well a service meets the customer requirements.
How well a product meets its design specfications.
How a product does during its intended use.
12
What is a difference between product and service supply chains?
None of these are true, bro.
Service supply chains have more dimensions of quality.
Empathy is more important in product supply chains.
Service supply chains are longer than product supply chains.
13
Which is arguably the most important dimension of Product Quality?
Conformance.
Perceived quality.
Empathy.
Potential quality.
14
____________ accomplishes the "Transformation Process."
Hard work.
Outsourcing.
Sourcing.
Operations.
15
Which is a valid EXPECTATION survey question?
What are your expectations about hospitals?
The St Joe's hospital staff were responsive to my needs. (Likert sale 1-7)
Was the staff at St. Joe's hospital responsive?
Hospital staff should be responsive to my needs (Likert scale 1-7).
