BUS 351 Operations Management Ch.10 Quality Concepts

If the calculated lower control limit for a p-chart is a negative value, then which of the following is used for the lower control limit?

0, zero

The cost of quality has been estimated at what percentage of every sales dollar?

15-20%

The standard practice in statistical process control for variables is to set control limits to how many standard deviations from the mean?

3, three

How many defects per million units are permitted to meet Six Sigma standards?

3.4

ISO ____standards are concerned with business-to-business transactions dealing with quality, while ISO ____standards are concerned with environmental management.

9000,14000

Which of the following is variation that is caused by factors that can be clearly identified?

Assignable variation

When a product or service can have more than one defect per unit, which of the following is the most appropriate chart?

C-chart

What does the acronym DMAIC stand for?

Define, Measure, Analyze, Improve, Control

Which six sigma tool requires changing each individual variable to determine the most influential one?

Design of experiments, DOE

Which of the following is an example of a variable?

Inspecting the diameter of holes into a pipe

Which of the following is the control chart that plots the fraction defective of each individual sample tested?

P-chart

What term refers to the philosophy and methods that companies use to eliminate defects in their products and processes?

Six sigma

True or false: Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.

True

If the sample size varies, the standard deviation and upper and lower process control limits should...

be recalculated for each sample

When measurements from periodic samples stay _____ the control limits, the process can be assumed to be working properly.

between

Which letter denotes the maximum number of defective items that can be found in the sample before the lot is rejected?

c

When the mean and standard deviation of a process is operating such that the control limits are acceptable relative to specification limits, the process is said to be..

capable

Which of the following is variation that is inherent in the process itself?

common (random) variation

There are two aspects to analyzing the data for benchmarking, they are..

comparing performance of the process against certain measures, comparing actual processes

When calculating control limits for a c-chart, c� represents the average number of ____ per unit.

defects

What term refers to the inherent value of the product in the marketplace?

design quality

True or false: Companies should only benchmark firms that are in the same industry to get accurate results.

false

True or false: ISO 9000 recognizes companies each year for outstanding quality management systems.

false

An assumption in a p-chart calculation is that the sample size is which of the following?

fixed

Process limits relate to..

how consistent the process is for making a product.

In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?

improve

If the percentage of defectives in acceptance sampling is greater than a specified amount, it is termed with which of the following?

low quality

The graphical display of the probability of accepting lots with varying percentages of defects is termed?

operating characteristics curves

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?

pareto charts

The underlying distribution for the c-chart is which of the following?

poisson

Which of the following are typical objectives of process control plans?

provide information about whether items are meeting design specifications, detect shifts in the process

What is used to periodically check that a process is in statistical control?

sampling

The cost of quality involves the cost of

scrap, rework, warranties

Which of the following terms describes testing a random sample of output from a process to determine whether the process is producing items within a preselected range?

statistical process control

Design quality is considered a(n) Blank______ for the firm.

strategic decision

Since it is not easy to determine how well a sampling plan discriminates between good and bad quality, you should always examine ______ before using a sampling plan.

the OC curve

True or false: The effect of setting specification limits on product design allows businesses to monitor processes against these limits.

true

____ and ____ specification limits define acceptable parameters and the target value of a process.

upper, lower

____ are characteristics that can be measured numerically, such as weight, length, or diameter.

variables