Question 81. Each defect description on the personal quality checklist pr

81. Each defect description on the personal quality checklist presented in the textbook contains all of the following EXCEPT:

a. a way to measure the defect.

b. a time frame.

c. a desired result.

d. a way to avoid the defect.

82. Which of the following correctly matches a perspective (or definition) of quality with its correct explanation?

a. Manufacturing-based perspective – If a product conforms to design specifications, it has good quality.

b. Value-based perspective – Quality is something that is intuitively understood but nearly impossible to communicate.

c. User-based perspective – Quality is found in the components and attributes of a product.

d. Judgmental perspective – If the product is perceived as providing good value for the price, it has good quality.

ESSAY QUESTIONS

1. Explain why it is difficult to obtain a single, universal definition of quality.

2. Explain the difference between quality management practices prior to the 1900s with quality management in the 1990s.

3. Consider the bookstore at your college or university. Explain how each of the following terms relates to the bookstore’s operation: consumer, internal customer, and external customer.

4. Explain each of the following statements as they apply to modern quality management.

a. Customer service is the rule, not the exception.

b. The absence of defects is a given rather than a source of competitive advantage.

5. Compare and contrast the evolution of quality and the role it played in the management of U.S. and Japanese business firms from the 1950s to the present.

6. Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based.

7. Compare and contrast the following definitions of quality. Definition 1: Quality is the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. Definition 2: Quality is meeting or exceeding customer expectations.

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8. Contrast the mindset of management under total quality and more traditional management structures with respect to employees, manufacturing, and leadership.

9. Explain the three core principles of total quality.

10. Discuss the resulting benefits to organizations successfully using total quality. Site research results if appropriate

11. Name four ways that a college business school student could apply quality management principles at the personal level. Give example of data that could be collected in this effort.

12. Identify and explain three challenges that firm’s face in the future regarding quality.

13. Describe the relationship between quality and personal values

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