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OMGT 4493 EXAM 1 QUESTIONS WITH CORRECT ANSWERS
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PAF Diagram - Answer-translates quality costs into 3 categories: prevention, appraisal, and failure costs Prevention Costs - Answer-Prevent defects and imperfections. Includes; training, quality planning, process engineering, and other costs associated with ensuring quality before hand Appr...

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  • October 27, 2024
  • 3
  • 2024/2025
  • Exam (elaborations)
  • Questions & answers

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  • omgt 4493 exam 1 questions with correct answers
  • paf diagram answer translates quality costs into

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  • OMGT
  • OMGT

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OMGT 4493 EXAM 1 QUESTIONS WITH
CORRECT ANSWERS
PAF Diagram - Answer-translates quality costs into 3 categories: prevention, appraisal,
and failure costs

Prevention Costs - Answer-Prevent defects and imperfections.
Includes; training, quality planning, process engineering, and other costs associated
with ensuring quality before hand

Appraisal Costs - Answer-Direct costs of measuring quality
Ex; lab testing, inspection, test equipment and materials, losses because of destructive
tests, costs associated with ISO assessments

Failure Costs - Answer-Internal- associated with online failure
External- associated with product failure after the production process

Hoshin Kanri Process - Answer-AKA the Mature Strategic Planning Model

1. review and revise mission
2. market assessment
3. set goals based on assessment
4. develop broad goals for each product line
5. review and monitor plan

4 Components of Customer Relationship Management - Answer-1. Complaint
Resolution- involves compensation, apology, and ease of resolving simple complaints

2. Feedback- reporting resolution of the complaint to the customer

3. Guarantees- outlines customer's rights

4. Corrective Action- document the failure and ensure it never happens again

Supplier Initiated Contact with Customers - Answer-1. Telephoning- used for surveys or
structured interviews

2. Focus Groups- used to gauge topics or issues that illicit strong emotional responses

3. Sending out Surveys- used to define areas of strength and areas for improvement for
quality systems

Hard Data - Answer-Measurements data such as height, weight, volume, or speed that
can be measured on a continuous scale

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