Strayer JWI550 Knowledge Check 4 Latest 2020 October

JWI550 OPERATIONAL EXCELLENCE

Knowledge Check 4

Question 1The degree to which a product or service meets the specifications of its design and achieves the specified performance is called ___.

A. quality

B. conformance quality

C. performance quality

D. zero defect

Question 2Which of the following is NOT a quality attribute for watching a video on YouTube or a similar website?

A. Resolution of the video (e.g., 720p)

B. An ad on Google directing people to the video

C. Being able to pause the video while watching

D. A short ad that must play before the main video

Question 3Each of the following is an example of external failure costs EXCEPT:

A. warranty claims.

B. loss of customer loyalty and goodwill.

C. rework as a result of final inspection.

D. litigation/reputational costs.

Question 4Which of the following is an example of appraisal costs?

A. “Secret shopper” tests of retail services

B. Product design verification

C. Responding to customer complaints

D. Process downtime

Question 5Which of the following is NOT a method used in modern approaches to quality management?

A. When something goes wrong, the whole system is responsible for situations that lead to errors.

B. Find and fix the root cause so the problem does not recur in the production process.

C. Locate defects through inspection and remove defective products before they reach the customer.

D. Eliminate the need for incoming inspection by sharing process information between suppliers and customers.

Question 6Which of the following is an example of internal failure costs?

A. Refunding service fees

B. Product recalls

C. Lost sales/market share

D. Process downtime

Question 7Each of the following is an example of prevention costs EXCEPT:

A. testing and inspecting purchased materials and components from suppliers.

B. training and development.?

C. working with suppliers to increase quality.?

D. collecting data from each step of production to validate the process.

Question 8The concept of an optimal quality level is considered controversial. Some companies argue that the goal of zero defects is not a reasonable one. In which of the following products would management be most likely to argue that the goal of zero defects is very desirable?

A. Living-room furniture such as couches

B. Aircraft tires

C. Aircraft entertainment systems

D. All of the answers are

Question 9Which of the following is an example of the quality dimension of core performance?

A. The availability of an app to manage a bank account

B. An online order menu that allows customers to choose their own pizza toppings

C. An online store with options to customize athletic shoes

D. The speed of an Internet connection from a network provider

Question 10In the context of quality management, which of the following terms is a formal statement of the attributes of a product or service?        

A. Contract

B. Specification

C. Agreement

D. Warranty