Chapter 5 Exam 2
Which of the Following is NOT necessary for receiving ISO 9000 certifications?
Products meet customer requirement
Control chart
are a very important quality control tool
Prevention costs
are all costs incurred in the process of preventing poor quality from occurring
Internal failure costs
are associated with discovering poor quality before the products reaches the customer site
External failure costs
are associated with quality problems that occur at the customer site
Scatter diagrams
are graphs that show how two variables are related to one another
Appraisal costs
are incurred in the process of uncovering defects
Taguchi loss function
as conformance values move away from the target, loss increases as a quadratic function
Kaizen
by the Japanese, requires that the company continually strive to be better through learning and problem solving
A chart used in TQM that identifies potential causes of particular quality problems is called a
cause and effect diagram
In TQM a chart used to evaluate whether a process is operating within set expectations is called a
control chart
Scatter diagrams are particularly useful in detecting the amount of ________, or the degree of linear relationship, between two variables.
correlation
plan-do-study-act(PDSA)cycle
describes the activities a company needs to perform in order to incorporate continuous improvement in its operation
ISO 26000
emphasizes a process to ensure business decisions affecting society or the environment are made ethically and transparently
The Deming Prize is an American award given to companies to recognize their efforts in quality improvement
false
Fitness for use
focuses on how well the product performs its intended function or use
Total Quality Management (TQM)
has many different definitions depending upon who is defining it
Cause-and-effect diagrams
identify potential causes of particular quality problems
Deming Prize
is a Japanese award given to companies recognize their efforts in quality improvement
Histogram
is a chart that shows the frequency distribution of observed values of a variable
ISO 14000
provides tools to identify and report on the adverse impacts of business, including environmental management systems that track energy use and water consumption at specific facilities
The Baldrige Award is intended to
reward and stimulate initiatives
Reliability
the probability that a product, service, or part will perform as intended for a specified period of time under normal conditions
A university Web server has five main components, each with the same reliability. All five components must work for the server to function as intended. If the university wants to have a 95 percent reliability, what must be the reliability of each of the components?
(Reliability)^5th =.95 =.9898
What is Fitness for Use?
It evaluates how well the product performs for its intended use.
What is Conformance to Specifications?
It is defined as how well a product or service meets the targets and tolerances determined by designers
For Control charts, which of the following situations means that the process is NOT in control?
A measured observation is above the UCL.
Continuous improvement
A philosophy of never-ending improvement
The Plan - Do- Study - Act (PDSA) Cycle
A diagram that describes actives that need to be performed to incorporate continuous improvement into the operations. It is referred to as the Shewhart Cycle of the Deming Wheel It is a cycle to indicate the process of continuous improvement
Benchmarking
Another way companies implement continuous improvement is by studying business practices of companies considered "best in class"
Malcolm Baldrige National Quality Award
an award given by the President of the United States to organizations judged to be outstanding in specific managerial tasks that lead to improved quality for both products and services
What are some of the MOST common definitions of quality in Manufacturing?
Conformance to specifications, performance and durability
What is External Failure Cost?
Costs of failure at customer site, including returns, repairs, and recalls
What is Prevention Cost?
Costs of preparing and implementing a quality plan
What is Internal Failure Cost?
Costs of scrap, rework, and material losses
What is a Appraisal Cost?
Costs of testing, evaluating, and inspecting quality
A control chart is a schematic diagram sequence of steps involved in an operation or process.
False
Quality circles are teams of employees who required to meet on a daily basis after work until they solve one particular quality problem.
False
The Malcolm Baldgride NAtional Quality Award is a Japanese award given to companies to recognize efforts in quality improvement
False
The highest likelihood of TAM success depends on the extent of implementation of Statistical Process Control (SPC)
False
There is only one ISO 9000 standard and the ISO 26000 and ISO 14000 are imitations
False
Total Quality Management(TQM) has had a gradual evolution with the biggest change occurring in 2015
False
A bank loan processing system has three components with individual reliabilities as shown: R= .90 R=.89 R= .95 What is the reliability of the bank loan processing systems?
Reliability =(.9)*(.89)*(.95) =.7610
What would be the reliability of the bank system above if each of the three components had a backup with a reliability of 0.80? How would the total reliability be different?Reliability 1st
Reliability 1st =(.9)+[.8(1-.9)]=.98 Reliability 2nd =(.89)+[.8(1-.89)]=.978 Reliability 3rd =(.95)+[.8(1-.95)]=.99 Total Reliability =(.98)*(.978)*(.99)=.949 Total reliability difference =(.949)-(.7610)=.188
Customer- defined quality
The meaning of quality as defined by the customer.
What are some of the MOST common definitions of quality in services?
Time, consistency, courtesy, and friendliness
Benchmarking is the process of studying the practices of companies considered "best-in-class" and comparing your company's performance against theirs
True
Companies that have attained the benefits of TQM have created a quality culture.
True
ISO 9000 is a set of international quality standards and certification demonstrating that companies have met all the standards specified
True
The old concept of Total quality Management (TQM) is reactive whereas the new concept is proactive
True
The three common causes of TQM failure are lack of a genuine quality culture, lack of top management support and commitment, and over- or under-reliance on statistical process control (SPC) methods.
True
Total Quality Management is a Philosophy that seeks to improve quality by eliminating causes
True
W. Edwards Deming is considered the "father of Total Quality Management"
True
Robust design
a design that results in products that can perform over a wide range of conditions
quality cycle
a tea, of volunteer production employees and their supervisors whose purpose is to solve quality problems
Quality function deployment (QFD)
also useful in enhancing communication between different functions, such as marketing, operations, and engineering
Value for price paid
is a definition that consumers often use for product or service usefulness
checklist
is a list of common defects and the number of observed occurrences of these defects
Flowchart
is a schematic diagram of sequence of steps involved in an operation or process
Psychological criteria
is a subjective definition that focuses on the judgemental evalution of what constitutes product or service quality
Pareto analysis
is a technique used to identify quality problems based on their degree of importance
Quality at the source
is the belief that it is far better to uncover the source of quality problems and correct it than to discard defective items after production
ISO 9000
is to establish agreement on international quality standards
Conformance to specific
measure how ell the product or service meets the target tolerance determined by its designers
What are the four types of costs of quality?
prevention cost, appraisal cost, internal failure cost, external failure cost
Support services
proc=vided are often how the quality of a product or service is judged
