Test Bank For Operations Now Supply Chain Profitability and Performance 3rd Edition

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Test Bank For Operations Now Supply Chain Profitability and Performance 3rd Edition

Chapter No 6

1. High quality always means high value.
True    False

2. Deming developed the use of statistical process control charts, which provide an opportunity to control the variability of processes.
True    False

3. Crosby’s quality philosophies are built around “four absolutes.”
True    False

4. Like other capabilities that add value, capabilities that contribute to internal and external value should be outsourced to provide the best possible outcomes.
True    False

5. Quality dimensions that are shared between products and services include reliability, responsiveness, assurance and empathy.
True    False

6. The PDCA cycle creates a structure for the continuous improvement process that reinforces the use of data in making decisions.
True    False

7. Process-focused benchmarking is used when a business wants to identify a best practice for a process that is industry specific.
True    False

8. ISO9000 clearly specifies a level of product or service quality that needs to be achieved.
True    False

9. The framework of quality that consisted of three elements was created by:
A. Walter Shewhart
B. W. Edwards Deming
C. Joseph Juran
D. Philip Crosby
E. K. Ishikawa

10. Which of the following statement is not true about the components of TQM?
A. The TQM framework is based on three principles.
B. The internal customer is the ultimate recipient of quality.
C. Improvement of service- and product-oriented production processes focus on the elimination of variability.
D. A culture that embraces the customer’s view of quality in all aspects of the business is required.
E. Meeting customer expectations requires that the outcome of the processes be same every time.

11. One of the ways product quality and service quality differ is that
A. Service quality is difficult to measure before the customer receives it.
B. Services are generally higher quality than products.
C. Customers have higher expectations for service quality than product quality.
D. Service quality cannot be measured

12. Which of the following statements is true about dimensions of quality for product and services?
A. The dimensions of quality combine to provide an overall level of satisfaction with quality, which contributes to the overall perception of value.
B. Customers view the quality dimensions of product and service separately.
C. Assurance and empathy are quality dimensions that are shared between product and services.
D. Quality dimensions for products are much more difficult to achieve than those of services.

13. An example of external failure costs would be:
A. The cost of inspecting a product right before it is shipped.
B. The cost of replacing a product returned by a customer.
C. The cost of returning defective products sent by a supplier.
D. The cost of products destroyed during testing.

14. As prevention costs increase:
A. Internal failure costs will increase.
B. Appraisal costs increase, but internal failure costs decline.
C. There will probably be no change in failure costs.
D. Appraisal, external failure costs, and internal failure costs should decline

15. The stage of the PDCA cycle where the improvement becomes enterprise-wide is referred to as:
A. Plan
B. Do
C. Check
D. Act
E. None of the above


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