Chapter 6 Managing Quality

1. CHAPTER 6: MANAGING QUALITY

2.

3. TRUE/FALSE

4. 1. Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas—so that continuous improvement is no longer necessary.

5. False (Global company profile, moderate)

6. 2. An improvement in quality must necessarily increase costs.

7. False (Quality and strategy, easy)

8. 3. For most, if not all organizations, quality is a tactical rather than a strategic issue.

9. False (Quality and strategy, moderate)

10. 4. The definition of quality adopted by The American Society for Quality is a customer-oriented definition.

11. True (Defining quality, easy)

12. 5. Conforming to standards is the focus of the product-based definition of quality.

13. False (Defining quality, moderate)

14. 6. Internal failure costs are associated with scrap, rework, and downtime.

15. True (Defining quality, easy)

16. 7. Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

17. True (Defining quality, easy)

18. 8. Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.

19. False (defining quality, moderate)

20. 9. Improved quality can increase profitability via flexible pricing.

21. True (Defining quality, moderate)

22. 10. ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

23. True (International quality standards, moderate)

24. 11. Quality is mostly the business of the quality control staff, not ordinary employees.

25. False (Total quality management, moderate)

26. 12. TQM is important because quality influences all of the ten decisions made by operations managers.

27. True (Total quality management, moderate)

28. 13. The phrase Six Sigma has two meanings. One is statistical, referring to an...