Exam 15: Quality Management

Daniel is a front-desk manager at Refington Hotel, a mid-market hotel. During Daniel's shift last week, he received 29 customer complaints. A total of 428 guests had stayed in the hotel that week. Given this information, find out the errors per million opportunities.

The GAP model helps managers analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

_____ concept characterizes quality performance by defects per million opportunities.

According to Philip B. Crosby's Absolutes of Quality Management philosophy, _____.

__________is a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers, resulting in a clear financial return for the organization.

Identify a true statement about International Organization for Standardization (ISO) 9000:2000.

Which of the following statements is true of Dr. W. Edwards Deming

Identify a true statement about the poka-yoke concept.

Identify a true statement about kaizen.

The International Organization for Standardization (ISO) is a specialized agency for standardization that was founded in 1946, and it is composed of representatives from the national standards bodies of 91 nations.

__________are targets and tolerances determined by designers of goods and services.

Which of the following statements is true of Gap 3 in the GAP model

In General Electric's Six Sigma problem-solving approach (DMAIC), the__________phase involves determining the most likely causes of defects.

__________in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.

Six Sigma cannot be applied to service processes.

Which of the following is a core philosophy of Six Sigma?

In the context of SERVQUAL, _____ is the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Which of the following definitions of quality is proposed by Joseph M. Juran

A _____ is a basic statistical tool that graphically shows the frequency or number of observations of a particular value or within a specified group.

__________defines quality system standards, based on the premise that certain generic characteristics of management practices can be standardized and that a well-designed, well-implemented, and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.