1. Which of the following is NOT a kind of cost associated with maintaining an inventory? 2. In TQM terms, ____ is an organizational goal to provide products or deliver services that meet or exceed customers’ expectations. 3. The easier it is to maintain a working product or fix a broken product, the more ____ that product appears.\ 4. ____ productivity is a measure of performance that indicates how much of a particular kind of input it takes to produce an output. 5. ____ is a measure of performance that indicates how many inputs it takes to produce or create an output.

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BUS 302 Quiz 10 NEW
1. Which of the following is NOT a kind of cost
associated with maintaining an inventory?
2. In TQM terms,_is an organizational goal to
provide products or deliver services that meet
or exceed customers' expectations.
3. The easier it is to maintain a working
product or
fix a broken product, the more ____ that product
appears.
4._productivity is a measure of performance
that indicates how much of a particular kind of
input it takes to produce an output.

2. 5. is a measure of performance that indicates
how many inputs it takes to produce or create an
output.
6. Which of the following is NOT a kind of
inventory a manufacturer would keep in stock?
7. The American Society for Quality defines
quality
as_.
8. The three principles that characterize TQM
are continuous improvement, customer focus
and
satisfaction, and_.
9. The average time between breakdowns (for
machinery) is referred to as ___?
10. _is the number of times per year that a
company sells or replaces its average inventory.
11. _is a ticket-based system that indicates
when to reorder inventory.
12. This is a description of what happened to a
patron at Royal Mail (the United Kingdom's
equivalent of the USPS). "In the 15 minutes I
waited in line, during which I shuffled forward
one yard and two places, I had ample

3. watch what the other three staff were doing. They
were busy all right, but the main task was counting
each stamp in their folders. In this vital work, two
of the three were overseen by another member of
staff. There was no eye contact with the waiting
customers." Assuming this experience is typical,
the Royal Mail needs to engage in ____.
13. Pamela makes cloth dolls, which she sells to
friends and relatives. Her total inventory includes
over 200 yards of fabric, 100 yards of ribbon, a box
of 500 eyes, stuffing, 20 dolls in various stages of
completion, and 15 completed dolls. How many
items are in Katian's finished goods inventory?
14. The term_refers to restoring customer
satisfaction to strongly dissatisfied customers.
15. An article addressed to nurses who work in
intensive care emphasize practices affirming the
patient's intrinsic value and individual personality
One method to affirm the patient's intrinsic value
is to demonstrate

4. 16. A company expressing its ongoing
commitment to continuous product improvement
and premium
quality products is committed to_.
17. Most companies define product_in terms of
how easy or difficult it is to fix a product.
18. The ability to consistently perform a service
well is referred to as service ____.
19. A product's quality is determined by its_.
20. The product quality characteristic of_is
defined as the mean time before product failure.
21. _inventories include the basic inputs in a
manufacturing process.
22. Which of the following is an important
characteristic of a quality product?
23. Royal Mail (the United Kingdom's equivalent of
the USPS) needed to transform the image its
customers had of the organization. A key part of
the transformation was to permanently pass
decision-making authority and responsibility to its
workforce and allow them to develop and
implement their ideas on how to improve

5. performance and service to customers. According
to one manager, "We understand now that people
who work here care as much as managers do
about
the business." The Royal Mail used_to improve
service.
24._is a deviation in the form, condition, or
appearance of a product from the quality
standard
for that product.
25. Hattie Cao operates Peachy Keen and sells her
products through catalog orders. The small
company has three employees. It produces and
sells seven kinds of peach pies, three kinds of
peach cake, two kinds of peach cookies, and a
peach salsa. She normally keeps 250 jars of salsa
in stock, but she noticed today that she has more
than 500 bottles in her inventory. Cao decided to
reduce her inventory by lowering her price. Her
plan to get rid of excessive inventory was so
successful that she found herself completely sold
out in just a couple of days. In other words, Cao
experienced_.26. Xerox is a firm believer in total quality
management (TQM). Anne Mulcahy, the president

6. of Xerox, was quoted as saying, "TQM may help
employees figure out how to solve a specific
problem. But the really big payoff comes when
they share that solution with others." In her
statement, Mulcahy was promoting which
characteristic of TQM?
27. ISO 14000
28. The three basic measures of inventory are
inventory turnover, average aggregate inventory,
and_
29. Studies clearly show that customers care more
about_than anything else when buying services.
30. Which of the following is NOT a criterion on
which companies are judged when applying for the
Baldrige National Quality Award?
31. Downtime and lost efficiency are both
examples of_.
32. Massey Ferguson, a division of AGCO Corp., has
introduced two new front cut mowers designed to
provide a high level of serviceability. "The new
mowers are targeted toward golf course,

7. municipality and commercial cutting operations
and have been designed with easy operation and
safety in mind," the company said. This means
the
mowers_.
33. An article addressed to nurses who work in
intensive care said, "Patients may feel isolated or
ostracized from those around them, including
medical staff, because of their condition or
appearance. Practices affirming the patient's
intrinsic value and individual personality will be
critical to establishing trust and rapport." One
method to affirm the patient's intrinsic value is to
provide_.