Question : Objective 19.2 1) An example of a nonfinancial measure for customer : 1211931

 

Objective 19.2

 

1) An example of a nonfinancial measure for customer satisfaction is ________.

A) number of customer complaints

B) warranty claims

C) liability claims incurred to the company

D) rework costs due to inefficiency

 

2) An example of a nonfinancial measure for customer satisfaction is ________.

A) average manufacturing time for key products

B) contribution margin

C) percentage of products that fail soon after delivery

D) time taken on machine repairs and costs incurred

 

3) A graph of a series of successive observations of a particular step, procedure, or operation taken at regular intervals of time is a ________.

A) control chart

B) Pareto diagram

C) cause-and-effect diagram

D) fishbone diagrams

4) Statistical quality control includes a control chart that ________.

A) graphs a series of random events of a process

B) plots each observation relative to specified ranges that represent the expected distribution

C) plots control observations over various periods of time

D) plots only those observations outside specified limits

 

5) As per control charts, nonrandom variations occurs when ________.

A) there is a sudden increase in production

B) chance fluctuations in the speed of equipment cause defective products to be produced

C) defective products are produced as a result of a systematic problem

D) there is a sudden increase in sales

 

6) A tool which indicates how frequently each type of defect occurs is a ________.

A) control chart

B) Pareto diagram

C) scatter diagram

D) fishbone diagram

 

7) An important difference between financial measures of quality and nonfinancial measures of quality is that ________.

A) financial measures of quality tend to be useful indicators of future long-term performance, while nonfinancial measures have more of a short-term focus

B) nonfinancial measures of quality tend to be useful indicators of future long-term performance, while financial measures of quality have more of a short-term focus

C) nonfinancial measures are generally too subjective to have any long-term value, while financial measures are too objective for taxation purposes

D) nonfinancial measures are generally too subjective to have any short-term value, while financial measures are too objective to have medium-term value

8) Examples of nonfinancial measures of quality include the ________.

A) inspection costs incurred

B) number of customer complaints

C) design engineering costs

D) quality training costs

 

9) Cause-and-effect diagrams are used in quality management systems to ________.

A) identify and respond to potential reasons of failure

B) indicate how frequently each type of failure occurs

C) distinguish random from nonrandom variations in an operating process

D) evaluate the tradeoffs among prevention costs, appraisal costs, and failure costs

 

10) A tool that distinguishes random from nonrandom variations in an operating process is a ________.

A) control chart

B) Pareto diagram

C) cause-and-effect diagram

D) time-series graphs

 

 

 

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