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bus 384  Chapter 15 test

Gap 3 in the GAP model is the discrepancy between:
 
a. the customer's expectations and perceptions.    

 b. management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.    

 c. quality specifications documented in operating and training manuals and plans and their implementation.    

 d. customer expectations and management perceptions of those expectations.

Which of the following statements is true of Gap 3 in the GAP model?
 a. It can be minimized by making senior managers work in frontline jobs a few days every year so that they keep in contact with customers and frontline employees.    

b. It is where the customer judges quality and makes future purchase decisions.    

c. It can be minimized by advertising.    

d. It recognizes that manufacturing and service delivery systems must execute quality specifications well.    

Identify a true statement about the GAP model.
 a. It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized.    

b. Minimizing gaps 4 and 5 will result in low customer satisfaction.    

c. Failure to understand and minimize gaps presents the risk of losing customer loyalty.    

d. It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.

Identify a true statement about International Organization for Standardization (ISO) 9000:2000.
a. It states that generic management practices can never be standardized.    

b. Its standards do not apply to services such as health care, banking, and transportation.    

c. It is the first version of the ISO family of standards.    

d. Its standards apply to all types of businesses, including electronics and chemicals.

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.
a. 400 errors per million opportunities    

b. 23,456 errors per million opportunities    

c. 67,757 errors per million opportunities    

d. 14,758,620 errors per million opportunities

Which of the following is a core philosophy of Six Sigma?
 
a. Achieving cycle time reduction    

b. Increasing non-value-added activities    

c. Avoiding errors per million opportunities as a standard metric    

d. Increasing variation in cash flow

At Scorla Automobiles, a few machines in the assembly section were faulty and had to be shut down till they were repaired. This reduced the output of automobiles for the quarter. In this case, the costs incurred by Scorla Automobiles for repairing the machines are an example of _____.
 a. prevention costs    

 b. appraisal costs    

 c. internal failure costs    

d. external failure costs

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

 b. histogram    

 c. cause-and-effect diagram    

 d. scatter diagram

Identify a true statement about kaizen.
 a. It is based on the concept of continuous improvement.    

 b. It is an intense, rapid improvement process.    

 c. It is performed on a part-time basis.    

 d. It involves a huge financial investment.

The management of Elextric Corp., a computer manufacturing company, wants the employees in the organization to contribute to the quality of the firm by making gradual, continuous improvements in their departments. Given this information, Elextric Corp. embraces an approach known as _____.
 a. poka-yoke    

 b. kaizen    

 c. Six Sigma    

 d. the 5-Why Technique

Huran Co., a food manufacturer, announced a contest for its customers where they could win exciting prizes if they fill in their details in the coupons they find in their cereal boxes and mail them to the company. But at the packaging section of the company, some of the workers forgot to insert the coupons in some of the cereal boxes. This led to numerous complaints from customers. To prevent this problem from happening again, it was suggested that the workers take 10 coupons and 10 boxes before they start packing the boxes, and if any coupon is left after the 10 boxes are packed, the workers recheck the boxes. This is an example of an application of the _____ concept.
 a. poka-yoke    

 b. kaizen     
c. Six Sigma    
 
d. reproducibility

Service quality is consistently meeting or exceeding customer expectations (external focus) and service-delivery system performance criteria (internal focus) during all service encounters.
  a. True

  b. False    

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.
  a. True

  b. False    

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.
  a. True

  b. False    

Six Sigma cannot be applied to service processes.
  a. True

  b. False    

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the kaizen concept.
  a. True

  b. False    

    are targets and tolerances determined by designers of goods and services.
    in the GAP model is the discrepancy between actual manufacturing and service-delivery system performance and external communications to the customers.
    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.
    are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer.

 



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Gap 3 in the GAP model is the discrepancy between:
 
a. the customer's expectations and perceptions.    

 b. management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.    

 c. quality specifications documented in operating and training manuals and plans and their implementation.    

 d. customer expectations and management perceptions of those expectations.

Which of the following statements is true of Gap 3 in the GAP model?
 a. It can be minimized by making senior managers work in frontline jobs a few days every year so that they keep in contact with customers and frontline employees.    

b. It is where the customer judges quality and makes future purchase decisions.    

c. It can be minimized by advertising.    

d. It recognizes that manufacturing and service delivery systems must execute quality specifications well.    

Identify a true statement about the GAP model.
 a. It defines quality system standards based on the premise that certain generic characteristics of management practices can be standardized.    

b. Minimizing gaps 4 and 5 will result in low customer satisfaction.    

c. Failure to understand and minimize gaps presents the risk of losing customer loyalty.    

d. It eliminates causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers.

Identify a true statement about International Organization for Standardization (ISO) 9000:2000.
a. It states that generic management practices can never be standardized.    

b. Its standards do not apply to services such as health care, banking, and transportation.    

c. It is the first version of the ISO family of standards.  

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