Chapter 8 Q3

You can use your Intro to Business (pages 250-254) book to answer the following questions.

1. Why is quality important to a product?

Quality like cost and efficiency is a critical element of operations management for defective
products can quickly ruin a firm.

2. What is an example of customers being dissatisfied with the quality of service?

Flight delays are common complaints from airline passengers, 30% of airlines are late arriving.

3. What are the top 5 overall ranked airlines?

Alaska, delta, virgin america, southwest, jetblue, US airways, frontier, american airlines,united

4. What are the 7 criteria for the Malcolm Baldrige National Quality award?
Leadership, Information and analysis, strategic planning, human resource development and
management, process management, business results, customer focus

5. What is Quality Control?

Refers to the process an organization uses to maintain its established quality standards

6. How did Kia change their quality control image?

They had their quality- control managers provide final approval for its products instead of sales
executives, implemented benchmarks for improving products quality developed strong
marketing campaigns promoting the brand and cut dealers that they did not feel were supporting
the kia franchise.

7. What is Total Quality Management (TQM)?

A philosophy that uniform commitment to quality in all areas of the organization will promote a
culture that meets customers perceptions of quality.

8. What is benchmarking?
A primary tool of the continuous improvement process

9. What is the Statical process control?

System in which management collects and analyses information about the production process
to pinpoint quality problems in the production system.
 10. What does ISO stand for?
International Organization for Standardization

11. What is ISO 9000

It was designed to ensure the customers quality standards are met,

12. How do you obtain an ISO 9000 certification?

An independent auditor must verify that a business factory, laboratory, or office meets the
quality standards spelled out by the International Organization for Standardization

13. Name a company that has been ISO 9000 certified?

General Electric Analytical Instruments

14. What is ISO 14000?

It's a comprehensive set of environmental standards that encourages a cleaner and safer world

15. How are Hershey Chocolates inspected?

All wrapped kisses are checked, imperfectly wrapped ones are rejected

16. What is an example of a product that it is best to use sampling to test?

Canoes by rushing water

17. What is an example of something that is best to use 100% inspection?

Navigational systems

18. What are some of the Supply Chain problems that Apple has had?
Forced overtime underage workers and dangerous conditions

19. What step can a business take to manage global operations and supply chains?
Perform regular audits on suppliers, take action against those found to be in violation