Homework answers / question archive / QUESTION 1 Internal failure costs are costs that:     Result from preventing defects before they happen     Incur when the firm assess the performance level of its processes     Result from defects that are discovered during the production of a service or product     Result from defects discovered after the customer receives the product or service QUESTION 2 A cost that arises when a defect is discovered after the customer receives a service or product is/are:     Appraisal costs     External failure costs     Internal failure costs     Prevention costs QUESTION 3 What are the 5 steps of the Six Sigma Improvement Model?     Define, Monitor, Analyze, Initiate, Control     Define, Measure, Analyze, Improve, Control     Deliver, Monitor, Analyze, Initiate, Communicate     Deliver, Measure, Analyze, Improve, Control QUESTION 4 Which quality cost category best describes the costs associated with replacing a car battery with a 2 year warranty that fails 13 months after purchase?     Prevention Costs     Appraisal Costs     Internal Failure Costs     External Failure Costs QUESTION 5 CRM and SRM are abbreviations for relationship management between a firm and its:     clients and services, respectively     customers and suppliers, respectively     creditors and salespeople, respectively     customers and services, respectively         QUESTION 6 Which of the following is not a dimension of quality (product)?     Performance     Reliability     Durability     Responsive     Features     Aesthetics QUESTION 7 With respect to Costs of Quality, this type of cost arises when the firm assesses the level of performance of its processes

QUESTION 1 Internal failure costs are costs that:     Result from preventing defects before they happen     Incur when the firm assess the performance level of its processes     Result from defects that are discovered during the production of a service or product     Result from defects discovered after the customer receives the product or service QUESTION 2 A cost that arises when a defect is discovered after the customer receives a service or product is/are:     Appraisal costs     External failure costs     Internal failure costs     Prevention costs QUESTION 3 What are the 5 steps of the Six Sigma Improvement Model?     Define, Monitor, Analyze, Initiate, Control     Define, Measure, Analyze, Improve, Control     Deliver, Monitor, Analyze, Initiate, Communicate     Deliver, Measure, Analyze, Improve, Control QUESTION 4 Which quality cost category best describes the costs associated with replacing a car battery with a 2 year warranty that fails 13 months after purchase?     Prevention Costs     Appraisal Costs     Internal Failure Costs     External Failure Costs QUESTION 5 CRM and SRM are abbreviations for relationship management between a firm and its:     clients and services, respectively     customers and suppliers, respectively     creditors and salespeople, respectively     customers and services, respectively         QUESTION 6 Which of the following is not a dimension of quality (product)?     Performance     Reliability     Durability     Responsive     Features     Aesthetics QUESTION 7 With respect to Costs of Quality, this type of cost arises when the firm assesses the level of performance of its processes

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QUESTION 1

1. Internal failure costs are costs that:

		Result from preventing defects before they happen
		Incur when the firm assess the performance level of its processes
		Result from defects that are discovered during the production of a service or product
		Result from defects discovered after the customer receives the product or service

QUESTION 2

1. A cost that arises when a defect is discovered after the customer receives a service or product is/are:

		Appraisal costs
		External failure costs
		Internal failure costs
		Prevention costs

QUESTION 3

1. What are the 5 steps of the Six Sigma Improvement Model?

		Define, Monitor, Analyze, Initiate, Control
		Define, Measure, Analyze, Improve, Control
		Deliver, Monitor, Analyze, Initiate, Communicate
		Deliver, Measure, Analyze, Improve, Control

QUESTION 4

1. Which quality cost category best describes the costs associated with replacing a car battery with a 2 year warranty that fails 13 months after purchase?

		Prevention Costs
		Appraisal Costs
		Internal Failure Costs
		External Failure Costs

QUESTION 5

1. CRM and SRM are abbreviations for relationship management between a firm and its:

		clients and services, respectively
		customers and suppliers, respectively
		creditors and salespeople, respectively
		customers and services, respectively

 

 

 

 

QUESTION 6

1. Which of the following is not a dimension of quality (product)?

		Performance
		Reliability
		Durability
		Responsive
		Features
		Aesthetics

QUESTION 7

1. With respect to Costs of Quality, this type of cost arises when the firm assesses the level of performance of its processes.

		Systematic failure cost.
		Internal failure cost.
		Performance failure cost.
		Appraisal cost.

QUESTION 8

1. What is “ERP” an acronym for?

		Enterprise Regression Plot.
		Entire Resource Plan.
		Engineering, Resourcing and Planning.
		Enterprise Resource Planning.

QUESTION 9

1. With respect to Costs of Quality, this type of cost arises when a defect is discovered after the customer receives the service or product.

		Systematic failure cost.
		Prevention cost.
		Nonsystematic failure cost.
		External failure cost.

 

 

 

 

QUESTION 10

1. __________is a process whereby companies compare their practices and performance measurements to those of other companies.

		Total Quality Management
		Procurement
		MABNQA
		Reliability
		Benchmarking
		Six Sigma

QUESTION 11

1. All of the following are steps in the Six Sigma Improvement model EXCEPT:

		measure
		control
		improve
		assess

QUESTION 12

1. Customer relationship management (CRM) activities:

		Are planning and control activities that link a firm with its downstream customers
		Are planning and control activities that link a firm with its upstream suppliers
		Are those activities related to the implementation of a software package (CRM) aiming to manage sales to prospective customers only
		All of the above

QUESTION 13

1. ________ is an international quality certification that helps organizations to understand the basics of quality management, to measure their present state of quality, and also to identify areas for improvement.

		ISO 9000
		Internal Benchmarking
		Six Sigma
		MABNQA
		Functional Benchmarking
		Competitive Benchmarking
		Total Quality Management
		Deming Prize
		Reliability
		Durability