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Chapter 9
26) Characteristics of Products/Services T/F
Characteristics= Performance, Aesthetics, Special Features, Conformance, Reliability, Durability, Perceived Quality, Serviceability.Service= Convenience, Reliability, Responsiveness, Time, Assurance, Courtesy, Tangibles.
27) Shewhart Wheel. T/F
Control Charts; Variance reduction. Pg 425 in Text
28) 5W2H approach? T/F
29)Extended Services Contract? T/F
30) Prato Analysis T/F
Is a technique used for classifying problem areas according to degree of importance, and focusing on the most important.
31) Prevention Costs T/FCosts of preventing defects from occurring. (planning and administration systems, Working with vendors, training, quality control procedures)
32) ISO Standards and the role in developing countries.T/F
Promotes worldwide standards for the improvement of quality, productivity, and operating efficiency through a series of standards and guidelines.
33) What does Quality at the Source mean?The philosophy of making each worker responsible for the quality of his or her work.
34) Quality Gurus? M.C.
Performance, Aesthetics, Special Features, Conformance, Reliability, Durability,Perceived Quality, Serviceability.
35) Answer is AFFINITY DIAGRAM
36) Cause-effect diagram association M.C.
Diagram used to find the causes of a problem. Also referred to as the Fishbone Diagram.
37) ?38) Appraisal Costs- costs of activities designed to ensure quality or uncover defects.
Prevention Costs- costs of preventing defects from occurring.
Failure Costs- costs caused bedefective parts or products or by faulty services.
39) Last phase in service design.
Support to the customer.
40) What is another name for the Prato Analysis?
80-20 Rule. Worry about the major ormost important problems first.
41) 100% inspection
Appraisal activity that compares goods or services to a standard.
42) I’m pretty sure this answer will be True!
43) I didn’t get this...