Exam 4: Understanding Quality: ITS Management and Strategic Importance

When it comes to gaining competitive advantage,better quality has tremendous leverage with new and old customers alike.

Reliability refers to the ability of a product to endure in the face of use and stress.

The preventive maintenance advantage from a P/OM perspective is that it can be scheduled.

_____ describes the number of product alternatives (in a given product class) that are made available to the customer.

Even if the practice of TQM is done right,it cannot put a faltering company back on track.

The costs of quality are given by the following equations: Cₐ = 20D + 5000 Cp = 15000-100D Cf = 50 × eᴰ/⁴ where: Cₐ is the cost of appraisal, Cp is the cost of prevention,and Cf is the cost of failure.Note that D is the percent defectives and 0 < D < 100.What will be the prevention cost if D = 15 percent?

American companies that have won the Deming Prize are Florida Power and Light and a Texas Instruments division located in Japan.

_____ develops loyal customers in special market niches.

Discuss the differences between durability and reliability as they relate to dependability.

Given the schedule of failures by time and type,it is possible to figure out how much a blanket,or partial,warranty will cost the company.

The eight quality dimensions recommended by _____ include performance,features,reliability,conformance,durability,serviceability,aesthetics,and perceived quality.

What issues should be considered when developing an appropriate warranty policy?

Physical failure is defined only by engineering conventions.

It is not necessary to know the reliability of products and services to come up with a rational specification of guarantees and warranty periods.