Loose-leaf for Operations Management (The Mcgraw-hill Series in Operations and Decision Sciences)
12th Edition
ISBN: 9781259580093
Author: William J Stevenson
Publisher: McGraw-Hill Education
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Chapter 9.10, Problem 1RQ
Summary Introduction
Case summary:
The factors to be considered while taking survey results are as follows:
| Factor |
| Use of meta tags |
| Home page title |
| Unique domain name |
| Search engine site registration |
| Service reliability |
| Speed of loading |
| Number of bad links |
| Number of spelling errors |
| Visibility of contact information |
| Indication of last update date |
| A privacy policy |
| Presence of a search engine |
| Translation to multiple languages |
To determine: The importance of the given factor
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Benchmarking Corporate Web Sites of Fortune 500 Companies
More and more people are using the Internet. And when these people want information about a company’s products or services, they often go to the company’s Web site. In a study of the home pages of Fortune 500 companies, 10 factors were deemed critical to quality. Those factors, and the survey results, are shown below:
Use of meta tags (e.g., keywords used by search engines) Yes, 70%; no, 30%
Meaningful home page title Yes, 97%; no, 3%
Server reliability 99% (average)
Average speed of loading (seconds) 28k, 19.3; 56k, 10.9; T1, 2.6 sec.
Average number of spelling errors .16
Visibility of contact information Yes, 74%; no, 26%
Indication of last update date Yes, 17%; no, 83%
A privacy policy Yes, 53%; no, 47%
Presence of a search engine Yes, 59%; no, 41%
Translation to multiple languages Yes, 11%; no, 89%
The corporations are doing well on most factors, but they need improvement on the last five. The list is a handy…
Which is a key element of total quality management?
1. anticipating moves of competitors
2.anticipating employee needs 3.responding to customer needs
4.responding to employee needs
Write up on Quality: includes dimensions, TQM fundamentals & cost of quality
Chapter 9 Solutions
Loose-leaf for Operations Management (The Mcgraw-hill Series in Operations and Decision Sciences)
Ch. 9.10 - Prob. 1RQCh. 9 - Prob. 1DRQCh. 9 - Prob. 2DRQCh. 9 - Prob. 3DRQCh. 9 - Prob. 4DRQCh. 9 - Prob. 5DRQCh. 9 - Prob. 6DRQCh. 9 - Prob. 7DRQCh. 9 - Prob. 8DRQCh. 9 - Prob. 9DRQ
Ch. 9 - Prob. 10DRQCh. 9 - Prob. 11DRQCh. 9 - Prob. 12DRQCh. 9 - Prob. 13DRQCh. 9 - List the steps of problem solving.Ch. 9 - Prob. 15DRQCh. 9 - Prob. 16DRQCh. 9 - Prob. 17DRQCh. 9 - What trade-offs are involved in deciding on...Ch. 9 - Prob. 2TSCh. 9 - Prob. 3TSCh. 9 - Prob. 1CTECh. 9 - Prob. 2CTECh. 9 - Prob. 3CTECh. 9 - Prob. 4CTECh. 9 - Make a check sheet and then a Pareto diagram for...Ch. 9 - Prob. 2PCh. 9 - Prob. 3PCh. 9 - Prob. 4PCh. 9 - Prob. 5PCh. 9 - Prob. 6PCh. 9 - Prob. 7PCh. 9 - Prepare a scatter diagram for each of these data...Ch. 9 - Prepare a flowchart that describes going to the...Ch. 9 - Prob. 10PCh. 9 - The county sheriffs department responded to an...Ch. 9 - Prob. 12PCh. 9 - Prob. 1.1CQCh. 9 - Prob. 2.1CQ
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- A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings? a Ishikawa diagram b. Pareto chart c. process chart d. control chartsarrow_forwardAs the quality manager of Rapid Press Printers, a well-known printing and stationery shop,you were tasked to carry out an analysis of the cost of quality incurred by the business.The following table gives a list of costs incurred.Cost Element AmountCustomer complaint remakes $ 81,000Printing plate revisions 28,000Quality improvement projects 14,000Gauging 90,000Other waste 39,000Correction of typographical errors 55,000Proofreading 350,000Quality planning 57,000Press downtime 185,000Bindery waste 53,000Checking and inspection 42,000 a. Classify the cost elements in the table above into the appropriate cost of qualitycategories.b. Find the total cost of each cost of quality category and prepare a Pareto chart forthe categories.c. Interpret the results of the Pareto chart and provide recommendations.arrow_forwardManagement: Operations/Production Management - Quality Management If "quality is free", why do managers recognize that an improvement program needs investment? A B C D O Reductions in prevention and appraisal costs lag behind investment in prevention. Zero defects is not possible. There is an inevitable worsening of quality during periods of change. It is never free.arrow_forward
- what step in the continuous improvement process will indicate if quality is increasing a. recommendation b. implementation c. documentation d. evaluationarrow_forwardQuality helps organizations in creating a positive image,taking higher market share,decreased product liability cost,but increasing production costs..is it true or falsearrow_forwardExplain Quality management and name at least two Pioneers involved in Quality management. Explain the concepts of the two pioneers in detail. How do you define Quality with customers? Explain the significance using substantiated evidence. Please make sure your answer doesn’t exceed 15 to 20 lines. Divide them into paragraphs.arrow_forward
- Q1-Many definitions of quality exist. Some of those definitions are listed below. Evaluate these definitions and then rank them by thier authors which comes closest to the best definition? 1-Doing what is right when no one is looking 2-A subjective term for which each person has his or her own definition 3-Fitness for use 4-Conformance to requirements (versus non-conformance) 5-Keywords, including customer determination, actual experience, requirements, technically operational, and entirely subjective 6-Non-faulty systems Note: please do not copy-paste please make sure you rephrase not just summaries if you take an example from other people.arrow_forwardWhat is meaning of quality based on factsarrow_forwardThe 14 points of Deming states that O a Quality improvement is merely done by the organization management . b. Quality improvement throughout the organization is diminished. C. All the operating forces should be put to work to improve quality. O d. All managers must be involved in conferences and lectures.arrow_forward
- Along with the three quality management tools below, including how each model and tool contributes to effectively preventing an operation from experiencing quality management problems:Quality management tools Flow charts, Check sheets, Histograms, Pareto analysis, Scatter diagrams, Control charts, Cause-and-effect diagrams, Run charts?arrow_forwardMany experts in research design return to the importance of interpreting the findings of a research project. Explain 4 reasons why this is an essential element in a high-quality research report. Then, discuss 4 benefits of examining and understanding the intrinsic meaning of the data. Lastly, explain 5 disadvantages of going too far beyond the scope of the data.arrow_forwardKlipto plc has produced the market-leading Gramble for many years, and has never previously had any problems with quality. Kipto plo's Marketing Director has now complained to the Production Director at many Grambles produced in the last month have been returned as faulty by customers. The Production Director is reviewing the last month's performance measures for the Gramble in preparation for a meeting with the Marketing DirectorIt would be most useful for the Production Director to compare these performance measures for the Gramble withA. measures relating to competing products OB. budgets for the Gramble C, the results of other parts of Klipto pic D. measures for the Gramble in previous monthsarrow_forward
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