Chapter 6, 6S, Chapter 7 Process Analysis
50. To set x-chart upper and lower control limits, one must know the process central line, which is the a. average of the sample means b. total number of defects in the population c. percent defects in the population d. size of the population e. average range
A
63. A Cpk index of 1.00 equates to a defect rate of a. five percent b. 3.4 defects per million c. 2.7 per 1,000 items d. 97.23 percent e. one percent
A
75. A Type I error occurs when a. a good lot is rejected b. a bad lot is accepted c. the number of defectives is very large d. the population is worse than the AQL e. none of the above
A
80. Which of the following statements about acceptance sampling is true? a. The steeper an OC curve, the better it discriminates between good and bad lots. b. Acceptance sampling removes all defective items. c. Acceptance sampling of incoming lots is replacing statistical process control at the supplier. d. Acceptance sampling occurs continuously along the assembly line. e. All of the above are true.
A
74. Average outgoing quality (AOQ) usually a. worsens with inspection b. stays the same with inspection c. improves with inspection d. may either improve or worsen with inspection e. is the average quality before inspection
C
59. A run test is used a. to examine variability in acceptance sampling plans b. in acceptance sampling to establish control c. to examine points in a control chart to check for natural variability d. to examine points in a control chart to check for nonrandom variability e. none of the above
D
81. Which of the following is true regarding the average outgoing quality level? a. An AOQ value of 1 is ideal, because all defects have been removed. b. AOQ is always greater than AQL but less than LTPD. c. AOQ rises (worsens) following inspection of failed lots. d. AOQ is very low (very good) for extremely poor quality lots. e. None of the above is true.
D
The purpose of process control is to detect when natural causes of variation are present.
F
Quality is mostly the business of the quality control staff, not ordinary employees.
False
Source inspection is inferior to inspection before costly operations.
False
The Japanese use the term "poka-yoke" to refer to continuous improvement.
False
The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.
False
5. The typical full-service restaurant uses a product-focused process.
False (Four process strategies, moderate)
6. Harley-Davidson, because it has so many possible combinations of products, utilizes the process strategy of mass customization.
False (Four process strategies, moderate)
1. Dell's approach to personal computer manufacturing is to use a product focus, which gives the company its low-cost competitive advantage.
False (Global company profile, easy)
13. Activity times should not be included in a service blueprint.
False (Process analysis and design, moderate)
14. A process map with the addition of a time axis becomes a process chart.
False (Process analysis and design, moderate)
8. The Central Limit Theorem states that when the sample size increases, the distribution of the sample means will approach the normal distribution.
T
9. In statistical process control, the range often substitutes for the standard deviation.
T
Some degree of variability is present in almost all processes.
T
38. Which of the following transformations generally has the highest equipment utilization? a. process-focused process b. repetitive process c. product-focused process d. specialized process e. modular process
c. product-focused process
"Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of a. Vilfredo Pareto b. Armand Feigenbaum c. Joseph M. Juran d. W. Edwards Deming e. Philip B. Crosby
d
A manager tells her production employees, "It's no longer good enough that your work fall anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of a. internal benchmarking b. Six Sigma c. ISO 9000 d. Taguchi concepts e. process control charts
d
A quality loss function includes all of the following costs except a. the cost of scrap and repair b. the cost of customer dissatisfaction c. inspection, warranty, and service costs d. sales costs e. costs to society
d
A successful TQM program incorporates all of the following except a. continuous improvement b. employee involvement c. benchmarking d. centralized decision-making authority e. none of the above; a successful TQM program incorporates all of the above
d
To become ISO 9000 certified, organizations must a. document quality procedures b. have an onsite assessment c. have an ongoing series of audits of their products or service d. all of the above e. none of the above
d
When a sample measurement falls inside the control limits, it means that a. each unit manufactured is good enough to sell b. the process limits cannot be determined statistically c. the process output exceeds the requirements d. if there is no other pattern in the samples, the process is in control e. the process output does not fulfill the requirements
d
Which of the following statements best describes the relationship between quality management and product strategy? a. Product strategy is set by top management; quality management is an independent activity. b. Quality management is important to the low-cost product strategy, but not to the response or differentiation strategies. c. High quality is important to all three strategies, but it is not a critical success factor. d. Managing quality helps build successful product strategies. e. Companies with the highest measures of quality were no more productive than other firms.
d
56. In mass service and professional service, the operations manager should focus on a. automation b. equipment maintenance c. sophisticated scheduling d. human resources e. all of the above
d. human resources
A good description of "source inspection" is inspecting a. materials upon delivery by the supplier b. the goods at the production facility before they reach the customer c. the goods as soon as a problem occurs d. goods at the supplier's plant e. one's own work, as well as the work done at the previous work station
e
All of the following costs are likely to decrease as a result of better quality except a. customer dissatisfaction costs b. inspection costs c. scrap costs d. warranty and service costs e. maintenance costs
e
What refers to training and empowering frontline workers to solve a problem immediately? a. just-in-time b. poka-yoke c. benchmarking d. kaizen e. service recovery
e
A cause-and-effect diagram helps identify the source of a problem.
True
Continuous improvement is based on the philosophy that any aspect of an organization can be improved.
True
High-quality products and services are the most profitable.
True
ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.
True
Improved quality can increase profitability via flexible pricing.
True
Internal failure costs are associated with scrap, rework, and downtime.
True
Kaizen is similar to TQM in that both are focused on continuous improvement.
True
Line employees need the knowledge of TQM tools.
True
One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.
True
Pareto charts are a graphical way of identifying the few critical items from the many less important ones.
True
Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."
True
Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.
True
3. Intermittent processes are organized around processes.
True (Four process strategies, easy)
8. The assembly line is a classic example of a repetitive process.
True (Four process strategies, easy)
4. In process-focused facilities, equipment utilization is low.
True (Four process strategies, moderate)
7. A value-stream map includes both (1) inventory quantities, and (2) symbols for customers and suppliers.
True (Process analysis and design, moderate)
19. Process control is the use of information technology to monitor and control a physical process.
True (Production technology, easy)
20. One use of camera-and-computer-based vision systems is to replace humans doing tedious and error-prone visual inspection activities.
True (Production technology, easy)
21. Automated storage and retrieval systems are commonly used in distribution facilities of retailers.
True (Production technology, moderate)
24. Optical checkout scanners and ATMs are examples of technology's impact on services.
True (Technology in services, moderate)
A fishbone diagram is also known as a a. cause-and-effect diagram b. poka-yoke diagram c. Kaizen diagram d. Kanban diagram e. Taguchi diagram
a
A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using a. a Pareto chart b. a scatter diagram c. a Taguchi loss function d. a cause and effect diagram e. a flow chart
a
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 charts e. activity chart
a
Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the a. Taguchi Loss Function b. Pareto chart c. ISO 9000 Quality Cost Calculator d. process chart e. none of the above
a
Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to a. determine whether any of the organization's stakeholders are violated by poor quality products b. gain ISO 14000 certification for the organization c. obtain a product safety certificate from the Consumer Product Safety Commission d. have the organization's legal staff write disclaimers in the product instruction booklets e. compare the cost of product liability to the external failure cost
a
Stakeholders who are affected by the production and marketing of poor quality products include a. stockholders, employees, and customers b. suppliers and creditors, but not distributors c. only stockholders, creditors, and owners d. suppliers and distributors, but not customers e. only stockholders and organizational executives and managers
a
The "four Ms" of cause-and-effect diagrams are a. material, machinery/equipment, manpower, and methods b. material, methods, men, and mental attitude c. named after four quality experts d. material, management, manpower, and motivation e. none of the above
a
47. Process A has fixed costs of $1000 and variable costs of $5 per unit. Process B has fixed costs of $500 and variable costs of $15 per unit. The crossover point between process A and process B is a. 50 units b. 200 units c. $2,500 d. $5,000 e. $9,500
a. 50 units
54. A drawing of the movement of material, product, or people is a a. flow diagram b. process chart c. service blueprint d. process map e. none of the above
a. flow diagram
"Poka-yoke" is the Japanese term for a. card b. foolproof c. continuous improvement d. fishbone diagram e. just-in-time production
b
"Quality is defined by the customer" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality
b
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a a. Pareto chart b. process chart c. check sheet d. Taguchi map e. poka-yoke
b
Marketing issues such as advertising, image, and promotion are important to quality because a. they define for consumers the tangible elements of a service b. the intangible attributes of a product (including any accompanying service) may not be defined by the consumer c. they educate consumers on how to use the product d. they make the product seem more valuable than it really is e. they raise expenses and therefore decrease profitability
b
The process improvement technique that sorts the "vital few" from the "trivial many" is a. Taguchi analysis b. Pareto analysis c. benchmarking d. Deming analysis e. Yamaguchi analysis
b
Three broad categories of definitions of quality are a. product quality, service quality, and organizational quality b. user-based, manufacturing-based, and product-based c. internal, external, and prevention d. low-cost, response, and differentiation e. Pareto, Shewhart, and Deming
b
Total quality management emphasizes a. the responsibility of the quality control staff to identify and solve all quality-related problems b. a commitment to quality that goes beyond internal company issues to suppliers and customers c. a system where strong managers are the only decision makers d. a process where mostly statisticians get involved e. ISO 14000 certification
b
40. Which of the following is false regarding repetitive processes? a. They use modules. b. They allow easy switching from one product to the other. c. They are the classic assembly lines. d. They have more structure and less flexibility than a job shop layout. e. They include the assembly of basically all automobiles.
b. They allow easy switching from one product to the other.
34. Which one of the following products is most likely made in a job shop environment? a. a daily newspaper b. paper forms c. television sets d. cigarettes e. canned vegetables
b. paper forms
"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of a. W. Edwards Deming b. Joseph M. Juran c. Philip B. Crosby d. Crosby, Stills, and Nash e. Armand Feigenbaum
c
Building high-morale organizations and building communication networks that include employees are both elements of a. ISO 9000 certification b. Six Sigma certification c. employee empowerment d. Taguchi methods e. the tools of TQM
c
Which of the determinants of service quality involves having the customer's best interests at heart? a. access b. courtesy c. credibility d. responsiveness e. tangibles
c
Which of the following statements is not true? a. Self-promotion is not a substitute for quality products. b. Inferior products harm a firm's profitability and a nation's balance of payments. c. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. d. Quality—be it good or bad—will show up in perceptions about a firm's new products, employment practices, and supplier relations. e. Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.
c
23. In acceptance sampling, a manager can reach the wrong conclusion if the sample is not representative of the population it was drawn from.
T
27. The steeper an OC curve, the better it discriminates between good and bad lots.
T
16. A c-chart is appropriate to plot the number of flaws in a bolt of fabric.
T
32. Assignable variation a. is a sign that a process is under control b. is to be identified and eliminated c. is the same as random variation d. is variation that cannot be traced to a specific cause e. leads to a steep OC curve
B
34. Control charts for variables are based on data that come from a. acceptance sampling b. individual items c. averages of small samples d. averages of large samples e. the entire lot
C
35. The purpose of an X chart is to determine whether there has been a a. gain or loss in uniformity b. change in the percent defective in a sample c. change in the central tendency of the process output d. change in the number of defects in a sample e. change in the AOQ
C
28. If a sample of items is taken and the mean of the sample is outside the control limits the process is a. out of control and the cause should be established b. in control, but not capable of producing within the established control limits c. within the established control limits with only natural causes of variation d. monitored closely to see if the next sample mean will also fall outside the control limits e. producing high quality products
A
47. The usual purpose of an R-chart is to signal whether there has been a a. gain or loss in dispersion b. change in the percent defective in a sample c. change in the central tendency of the process output d. change in the number of defects in a sample e. none of the above
A
36. Statistical process control charts a. display the measurements on every item being produced b. display upper and lower limits for process variables or attributes, and signal when a process is no longer in control c. indicate to the process operator the average outgoing quality of each lot d. indicate to the operator the true quality of material leaving the process e. none of the above
B
37. A sample of parts is measured. The mean of this sample is in the middle of the control limits, but some individual parts measure too low for design specifications and other parts measure too high. Which of the following is true? a. The process is out of control, and the cause should be established. b. The process is in control, but not capable of producing within the established control limits. c. The process is within the established control limits with only natural causes of variation. d. The process is outside the established control limits with only natural causes of variation. e. The process is in control, and there is nothing to worry about
B
41. A manager wants to build control limits for a process. The target value for the mean of the process is 10 units, and the standard deviation of the process is 6. If samples of size 9 are to be taken, the UCL and LCL will be a. -8 and 28 b. 16 and 4 c. 12 and 8 d. 4 and 16 e. 8 and 12
B
42. The type of inspection that classifies items as being either good or defective is a. variable inspection b. attribute inspection c. fixed inspection d. all of the above e. none of the above
B
55. The c-chart signals whether there has been a a. gain or loss in uniformity b. change in the number of defects per unit c. change in the central tendency of the process output d. change in the percent defective in a sample e. change in the AOQ
B
56. The local newspaper receives several complaints per day about typographic errors. Over a seven-day period, the publisher has received calls from readers reporting the following number of errors: 4, 3, 2, 6, 7, 3, and 9. Based on these data alone, what type of control chart(s) should the publisher use? a. p-chart b. c-chart c. -chart d. R-chart e. - and R-charts
B
57. A manufacturer uses statistical process control to control the quality of the firm's products. Samples of 50 of Product A are taken, and a defective/acceptable decision is made on each unit sampled. For Product B, the number of flaws per unit is counted. What type(s) of control charts should be used? a. p-charts for A and B b. p-chart for A, c-chart for B c. c-charts for both A and B d. p-chart for A, mean and range charts for B e. c-chart for A, mean and range charts for B
B
60. Which of the following is true regarding the process capability index Cpk? a. A Cpk index value of 1 is ideal, meaning all units meet specifications. b. The larger the Cpk, the more units meet specifications. c. The Cpk index can only be used when the process centerline is also the specification centerline. d. Positive values of the Cpk index are good; negative values are bad. e. None of the above is true.
B
61. If the Cpk index exceeds 1 a. the AQL must be smaller than the LTPD b. σ must be less than one-third of the difference between the specification and the process mean c. the x-bar chart must indicate that the process is in control d. the process is capable of Six Sigma quality e. the process is characterized as "not capable"
B
72. Producer's risk is the probability of a. accepting a good lot b. rejecting a good lot c. rejecting a bad lot d. accepting a bad lot e. none of the above
B
76. A Type II error occurs when a. a good lot is rejected b. a bad lot is accepted c. the population is worse than the LTPD d. the proportion of defectives is very small e. none of the above
B
77. In most acceptance sampling plans, when a lot is rejected, the entire lot is inspected and all defective items are replaced. When using this technique the AOQ a. worsens (AOQ becomes a larger fraction) b. improves (AOQ becomes a smaller fraction) c. is not affected, but the AQL is improved d. is not affected e. falls to zero
B
78. An acceptance sampling plan is to be designed to meet the organization's targets for product quality and risk levels. Which of the following is true? a. n and c determine the AQL. b. AQL, LTPD, and collectively determine n and c. c. n and c are determined from the values of AQL and LTPD. d. and are determined from the values of AQL and LTPD. e. None of the above is true.
B
38. The Central Limit Theorem a. is the theoretical foundation of the c-chart b. states that the average of assignable variations is zero c. allows managers to use the normal distribution as the basis for building some control charts d. states that the average range can be used as a proxy for the standard deviation e. controls the steepness of an operating characteristic curve
C
40. Up to three standard deviations above or below the centerline is the amount of variation that statistical process control allows for a. Type I errors b. about 95.5% variation c. natural variation d. all types of variation e. assignable variation
C
43. The x-bar chart tells us whether there has been a a. gain or loss in dispersion b. change in the percent defective in a sample c. change in the central tendency of the process output d. change in the number of defects in a sample e. none of the above
C
45. Jars of pickles are sampled and weighed. Sample measures are plotted on control charts. The ideal weight should be precisely 11 oz. Which type of chart(s) would you recommend? a. p-charts b. c-charts c. - and R-charts d. -, but not R-charts e. both p- and c-charts
C
46. If = 23 ounces, = 0.4 ounces, and n = 16, the ±3 control limits will be a. 21.8 to 24.2 ounces b. 23 ounces c. 22.70 to 23.30 ounces d. 22.25 to 23.75 ounces e. none of the above
C
48. A manager wishes to build a range chart for a process. The sample size is five, the mean of sample means is 16.01, and the average range is 5.3. From Table S6.1, the appropriate value of D3 is 0, and D4 is 2.115. The UCL and LCL for this range chart are a. 33.9 and 11.2 b. 33.9 and 0 c. 11.2 and 0 d. 6.3 and 0 e. 31.91 and 0.11
C
51. According to the text, the most common choice of limits for control charts is usually a. ± 1 standard deviation b. ± 2 standard deviations c. ± 3 standard deviations d. ± 3 standard deviations for means and ± 2 standard deviations for ranges e. none of the above
C
53. The normal application of a p-chart is in a. process sampling by variables b. acceptance sampling by variables c. process sampling by attributes d. acceptance sampling by attributes e. none of the above
C
58. A nationwide parcel delivery service keeps track of the number of late deliveries (more than 30 minutes past the time promised to clients) per day. They plan on using a control chart to plot their results. Which type of control chart(s) would you recommend? a. - and R-charts b. p-charts c. c-charts d. -, but not R-charts e. both p- and c-charts
C
64. Acceptance sampling a. is the application of statistical techniques to the control of processes b. was developed by Walter Shewhart of Bell Laboratories c. is used to determine whether to accept or reject a lot of material based on the evaluation of a sample d. separates the natural and assignable causes of variation e. all of the above
C
71. An operating characteristics curve shows a. upper and lower product specifications b. product quality under different manufacturing conditions c. how the probability of accepting a lot varies with the population percent defective d. when product specifications don't match process control limits e. how operations affect certain characteristics of a product
C
73. Which of the following is true regarding the relationship between AOQ and the true population percent defective? a. AOQ is greater than the true percent defective. b. AOQ is the same as the true percent defective. c. AOQ is less than the true percent defective. d. There is no relationship between AOQ and the true percent defective. e. The relationship between these two cannot be determined.
C
29. The causes of variation in statistical process control are a. cycles, trends, seasonality, and random variations b. producer's causes and consumer's causes c. mean and range d. natural causes and assignable causes e. Type I and Type II
D
31. Natural variations a. are variations that are to be identified and eliminated b. are variations that can be traced to a specific cause c. are the same as assignable variations d. lead to occasional false findings that processes are out of control e. play no role in statistical process control
D
39. For an x-bar chart where the standard deviation is known, the Upper Control Limit a. is below the mean of sample means for a control chart b. is above the mean of sample means for a control chart c. is below the mean of sample means for a control chart d. is above the mean of sample means for a control chart e. cannot be calculated unless the average range is known
D
52. Which of the following is true of a p-chart? a. The lower control limit is found by subtracting a fraction from the average number of defects. b. The lower control limit indicates the minimum acceptable number of defects. c. The lower control limit may be below zero. d. The lower control limit may be at zero. e. The lower control limit is the same as the lot tolerance percent defective.
D
65. Acceptance sampling's primary purpose is to a. estimate process quality b. estimate lot quality c. detect and eliminate defectives d. decide if a lot meets predetermined standards e. determine whether defective items found in sampling should be replaced
D
66. An acceptance sampling plan's ability to discriminate between low quality lots and high quality lots is described by a. a Gantt chart b. the Central Limit Theorem c. a process control chart d. an operating characteristics curve e. a range chart
D
68. Which of the following statements on acceptance sampling is true? a. Acceptance sampling draws samples from a population of items, tests the sample, and accepts the entire population if the sample is good enough, and rejects it if the sample is poor enough. b. The sampling plan contains information about the sample size to be drawn and the critical acceptance or rejection numbers for that sample size. c. The steeper an operating characteristic curve, the better its ability to discriminate between good and bad lots. d. All of the above are true. e. All of the above are false.
D
69. Acceptance sampling is usually used to control a. the number of units output from one stage of a process which are then sent to the next stage b. the number of units delivered to the customer c. the quality of work-in-process inventory d. incoming lots of purchased products e. all of the above
D
70. An operating characteristic (OC) curve describes a. how many defects per unit are permitted before rejection occurs b. the sample size necessary to distinguish between good and bad lots c. the most appropriate sampling plan for a given incoming product quality level d. how well an acceptance sampling plan discriminates between good and bad lots e. none of the above
D
30. Natural variations a. affect almost every production process b. are the many sources of variation that occur when a process is under control c. when grouped, form a pattern, or distribution d. are tolerated, within limits, when a process is under control e. All of the above are true.
E
33. Assignable causes a. are not as important as natural causes b. are within the limits of a control chart c. depend on the inspector assigned to the job d. are also referred to as "chance" causes e. are causes of variation that can be identified and removed
E
44. The mean and standard deviation for a process for which we have a substantial history are = 120 and = 2. For the variable control chart, a sample size of 16 will be used. What is the mean of the sampling distribution? a. 1/8 (0.125) b. 0.5 c. 2 d. 40 e. none of the above
E
49. Plots of sample ranges indicate that the most recent value is below the lower control limit. What course of action would you recommend? a. Since there is no obvious pattern in the measurements, variability is in control. b. One value outside the control limits is insufficient to warrant any action. c. Lower than expected dispersion is a desirable condition; there is no reason to investigate. d. The process is out of control; reject the last units produced. e. Variation is not in control; investigate what created this condition.
E
54. The statistical process chart used to control the number of defects per unit of output is the a. -chart b. R-chart c. p-chart d. AOQ chart e c-chart
E
62. The statistical definition of Six Sigma allows for 3.4 defects per million. This is achieved by a Cpk index of a. 0 b. 1 c. 1.33 d. 1.67 e. 2
E
67. Acceptance sampling a. may involve inspectors taking random samples (or batches) of finished products and measuring them against predetermined standards b. may involve inspectors taking random samples (or batches) of incoming raw materials and measuring them against predetermined standards c. is more economical than 100% inspection d. may be either of a variable or attribute type, although attribute inspection is more common in the business environment e. All of the above are true.
E
79. A lot that is accepted by acceptance sampling a. has more defects than existed before the sampling b. has had all its defects removed by 100% inspection c. will have the same defect percentage as the LTPD d. has no defects present e. All of the above are false.
E
10. If the process average is in control, then the process range must also be in control.
F
13. X-bar charts are used when we are sampling attributes.
F
14. To measure the voltage of batteries, one would sample by attributes.
F
15. A p-chart is appropriate to plot the number of typographic errors per page of text.
F
17. The x-bar chart, like the c-chart, is based on the exponential distribution.
F
18. A process that is in statistical control will always yield products that meet their design specifications.
F
22. A lot that is accepted by acceptance sampling is free of defects.
F
24. The probability of rejecting a good lot is known as consumer's risk.
F
26. The acceptable quality level (AQL) is the average level of quality we are willing to accept.
F
3. A normal distribution is generally described by its two parameters: the mean and the range.
F
4. A process is said to be in statistical control when assignable causes are the only sources of variation.
F
7. The X-bar chart indicates that a gain or loss of uniformity has occurred in dispersion of a production process.
F
An improvement in quality must necessarily increase costs.
False
Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.
False
Conforming to standards is the focus of the product-based definition of quality.
False
Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.
False
For most, if not all organizations, quality is a tactical rather than a strategic issue.
False
Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas—so that continuous improvement is no longer necessary.
False
Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.
False
16. Process maps use distance, but not time, to show the movement of material, product, or people through a process.
False (Process analysis and design, moderate)
25. Successful process redesign focuses on departmental areas where small, continuous improvements can be made.
False (Process redesign, moderate)
17. Professional services typically require low levels of labor intensity.
False (Service process design, moderate)
18. An example of the postponement strategy for improving service productivity is having the customer wait until you have sufficient time to serve the customer.
False (Service process design, moderate)
23. Production technology has had a major impact on services, but as yet there has been little reduction in service labor requirements.
False (Technology in services, moderate)
11. A process range chart illustrates the amount of variation within the samples.
T
12. Mean charts and range charts complement one another, one detecting shifts in process average, the other detecting shifts in process dispersion.
T
19. The higher the process capability ratio, the greater the likelihood that process will be within design specifications.
T
20. The Cpk index measures the difference between desired and actual dimensions of goods or services produced.
T
21. Acceptance sampling accepts or rejects an entire lot based on the information contained in the sample.
T
25. An acceptance sampling plan must define "good lots" and "bad lots" and specify the risk level associated with each one.
T
5. Mistakes stemming from workers' inadequate training represent an assignable cause of variation.
T
6. Averages of small samples, not individual measurements, are generally used in statistical process control.
T
TQM is important because quality influences all of the ten decisions made by operations managers.
True
The definition of quality adopted by The American Society for Quality is a customer-oriented definition.
True
The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process capability; the other is a comprehensive system for achieving and sustaining business success.
True
26. Processes can be environmentally friendly and socially responsible while still contributing to profitable strategies.
True (Ethics and environmentally friendly processes, easy)
10. The tool that calculates which process has the lowest cost at any specified production volume is a crossover chart.
True (Four process strategies, moderate)
11. The term focused processes refers to the quest for increased efficiency, whether in goods or services, that results from specialization.
True (Four process strategies, moderate)
9. One essential ingredient of mass customization is modular design.
True (Four process strategies, moderate)
2. A firm's process strategy is its approach to transforming resources into goods and services.
True (Introduction, easy)
12. Service blueprinting is a process analysis technique that focuses on the customer and the provider's interaction with the customer.
True (Process analysis and design, moderate)
15. Time-function mapping is a flow diagram with time added to the horizontal axis.
True (Process analysis and design, moderate)
22. Flexible manufacturing systems, because of easily changed control programs, are able to perform such tasks as manufacturing one-of-a-kind parts economically.
True (Production technology, moderate)
27. In selecting new equipment and technology, decision-makers look for flexibility—the ability to respond with little penalty in time, cost, or customer value.
True (Selection of equipment and technology, moderate)
A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be especially concerned with which determinants of service quality? a. communication, courtesy, and credibility b. competence, courtesy, and security c. competence, responsiveness, and reliability d. communication, responsiveness, and reliability e. understanding/knowing customer, responsiveness, and reliability
a
If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? a. 3.4 b. 6.0 c. 34 d. 2700 e. 6 times the monthly standard deviation of passengers
a
The goal of inspection is to a. detect a bad process immediately b. add value to a product or service c. correct deficiencies in products d. correct system deficiencies e. all of the above
a
Which of the following is false regarding control charts? a. Values above the upper control limits always imply that the product's quality is exceeding expectations. b. Control charts are built so that new data can be quickly compared to past performance data. c. Control charts graphically present data. d. Control charts plot data over time. e. None of the above is false.
a
Which of the following statements regarding "Six Sigma" is true? a. The term has two distinct meanings—one is statistical; the other is a comprehensive quality system. b. Six Sigma means that about 94 percent of a firm's output is free of defects. c. The Six Sigma program was developed by Toyota in the 1970's. d. The Six Sigma program is for manufacturing firms, and is not applicable to services. e. Six Sigma certification is granted by the International Standards Organization (ISO).
a
64. Computer-integrated manufacturing (CIM) includes manufacturing systems that have a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated b. transaction processing, management information systems, and decision support systems integrated c. automated guided vehicles, robots, and process control d. robots, automated guided vehicles, and transfer equipment e. all of the above
a. computer-aided design, a flexible manufacturing system, inventory control, warehousing and shipping integrated
68. Which of the following is not one of the essential ingredients for mass customization? a. high machine utilizations b. personnel and facility flexibility c. reliance on modular design d. rapid throughput e. very effective scheduling
a. high machine utilizations
43. Which of the following phrases best describes process focus? a. low volume, high variety b. finished goods are usually made to a forecast and stored c. operators are modestly skilled d. high fixed costs, low variable costs e. raw material inventories are high relative to the value of the product
a. low volume, high variety
61. The use of information technology to monitor and control a physical process is known as a. process control b. computer-aided design c. information numeric control d. numeric control e. none of the above
a. process control
55. Strategies for improving productivity in services are a. separation, self-service, automation, and scheduling b. lean production, strategy-driven investments, automation, and process focus c. reduce inventory, reduce waste, reduce inspection, and reduce rework d. high interaction, mass customization, service factory, and just-in-time e. none of the above
a. separation, self-service, automation, and scheduling
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of categories. This is most closely related to the ____________ tool of TQM. a. Taguchi loss function b. cause and effect diagram c. scatter diagram d. histogram e. process control chart
b
If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is a. in control, but not capable of producing within the established control limits b. out of control and the process should be investigated for assignable variation c. within the established control limits with only natural causes of variation d. monitored closely to see if the next sample mean will also fall outside the control limits e. none of the above
b
28. Which of the following statements regarding Dell Computer is false? a. Dell is a practitioner of the mass customization process. b. Dell builds its computers overseas in order to gain a low-cost advantage. c. Dell keeps very little inventory of finished goods. d. Dell utilizes a global supply chain, but assembles its computers in the U.S. e. Dell's research focuses on manufacturing issues, not computer part design.
b. Dell builds its computers overseas in order to gain a low-cost advantage.
44. Which of the following characteristics best describes repetitive focus? a. It uses sophisticated scheduling to accommodate custom orders. b. Its output is a standardized product produced from modules. c. It is too expensive when volumes are low or flexibility is required. d. It is widely used for the manufacture of steel. e. Its costs are often known only after a job is done.
b. Its output is a standardized product produced from modules.
37. Standard Register a. has dozens of U.S. plants in its Forms Division b. groups people and machines into departments that perform specific activities c. utilizes a product strategy to keep production volume high d. obtains its low-cost advantage by not spending money on CAD systems e. obtains its low-cost advantage by specializing in a relatively small number of products
b. groups people and machines into departments that perform specific activities
"Making it right the first time" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality
c
Pareto charts are used to a. identify inspection points in a process b. outline production schedules c. organize errors, problems, or defects d. show material flow e. all of the above
c
The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as a. continuous improvement b. employee empowerment c. benchmarking d. copycatting e. patent infringement
c
74. Which of the following statements regarding ethical and environmentally friendly processes is true? a. Operations managers can be environmentally sensitive, but they must avoid following a low cost strategy. b. Processes can be environmentally friendly or socially responsible, but not both. c. Operations managers can be environmentally sensitive and still follow a low cost strategy. d. Using energy-efficient lighting saves so little that it should not be labeled environmentally friendly. e. The only business strategy consistent with ethical and environmentally sensitive management is the differentiation strategy.
c. Operations managers can be environmentally sensitive and still follow a low cost strategy.
48. Process X has fixed costs of $10,000 and variable costs of $2.40 per unit. Process Y has fixed costs of $9,000 and variable costs of $2.25 per unit. Which of the following statements is true? a. The crossover point is approximately 6667 units. b. It is impossible for one process to have both of its costs lower than those of another process. c. Process Y is cheaper than process X at all volumes; there is no crossover point. d. Process X should be selected for very large production volumes. e. Process X is more profitable than process Y and should be selected.
c. Process Y is cheaper than process X at all volumes; there is no crossover point.
50. Product Focused processes a. allow more customization, but are not very efficient b. are desirable because resource needs increase slowly with the complexity of a process c. are processes that are specialized for relatively few products or customer groups d. apply only to service firms, not to manufacturers e. are profitable because customers demand flexibility, not specialization
c. are processes that are specialized for relatively few products or customer groups
72. Making environmentally sound products through efficient processes a. is unprofitable, as long as recyclable materials prices are soft b. is known as lean manufacturing c. can still be profitable d. is easier for repetitive processes than for product-focused processes e. none of the above
c. can still be profitable
66. A system using an automated work cell controlled by electronic signals from a common centralized computer facility is called a(n) a. adaptive control system b. robotics c. flexible manufacturing system d. automatic guided vehicle (AGV) system e. manufacturing cell
c. flexible manufacturing system
67. "Operators simply load new programs, as necessary, to produce different products" describes a. CAD b. automated guided vehicles c. flexible manufacturing systems d. vision systems e. process control
c. flexible manufacturing systems
33. A product-focused process is commonly used to produce a. high-volume, high-variety products b. low-volume, high-variety products c. high-volume, low-variety products d. low-variety products at either high- or low-volume e. high-volume products of either high- or low-variety
c. high-volume, low-variety products
31. Three types of processes are a. goods, services, and hybrids b. manual, automated, and service c. process focus, repetitive focus, and product focus d. modular, continuous, and technological e. input, transformation, and output
c. process focus, repetitive focus, and product focus
36. An assembly line is an example of a a. product-focused process b. process-focused process c. repetitive process d. line process e. specialized
c. repetitive process
52. One fundamental difference between a process chart and a process map is that a. the process chart uses a time dimension while a process map is not time-oriented b. the process chart includes the supply chain, while the process map stays within an organization c. the process chart is more like a table, while the process map is more like a schematic diagram d. the process chart focuses on the customer and on the provider's interaction with the customer, while the process map does not deal directly with the customer e. None of these is true, because a process chart and a process map are the same thing.
c. the process chart is more like a table, while the process map is more like a schematic diagram
According to the manufacturing-based definition of quality, a. quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost b. quality depends on how well the product fits patterns of consumer preferences c. even though quality cannot be defined, you know what it is d. quality is the degree to which a specific product conforms to standards e. quality lies in the eyes of the beholder
d
Based on his 14 Points, Deming is a strong proponent of a. inspection at the end of the production process b. an increase in numerical quotas to boost productivity c. looking for the cheapest supplier d. training and knowledge e. all of the above
d
ISO 9000 seeks standardization in terms of a. products b. production procedures c. suppliers' specifications d. procedures to manage quality e. all of the above
d
Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that begins to achieve "six-sigma" quality, which of the following phenomena will result? a. The average number of defects will be cut in half. b. The specification limits will be moved twice as far from the mean. c. The average number of defects will be cut by 99.9997%. d. The average number of defects will be cut by 99.87%. e. The average number of defects will be cut by 99.73%.
d
Which of the determinants of service quality involves performing the service right the first time? a. access b. courtesy c. credibility d. reliability e. responsiveness
d
Which of the following statements regarding Arnold Palmer Hospital is false? a. The hospital uses a wide range of quality management techniques. b. The culture of quality at the hospital includes employees at all levels. c. The hospital scores very highly in national studies of patient satisfaction. d. The hospital's high quality is measured by low readmission rates, not patient satisfaction. e. The design of patient rooms, even wall colors, reflects the hospital's culture of quality.
d
65. Which one of the following technologies is used only for material handling, not actual production or assembly? a. robots b. CNC c. CAD d. AGVs e. FMS
d. AGVs
63. "Automatic placement and withdrawal of parts and products into and from designated places in a warehouse" describes a. AGV b. CAD/ CAM c. CIM d. ASRS e. FMS
d. ASRS
60. Which of the following is true regarding vision systems? a. They are consistently accurate. b. They are modest in cost. c. They do not become bored. d. All of the above are true. e. None of the above is true.
d. All of the above are true.
75. Which of the following is true regarding the concept of flexibility? a. It is the ability to change production rates with little penalty in time, cost, or customer value. b. It can be accomplished with sophisticated electronic equipment. c. It may involve modular, movable, even cheap equipment. d. All of the above are true. e. None of the above is true.
d. All of the above are true.
62. Which of the following technologies would enable a cashier to scan the entire contents of a shopping cart in seconds? a. ASRS b. AGV c. CAD/CAM d. RFID e. FMS
d. RFID
45. Utilization in process-oriented facilities is frequently low because a. the postponement strategy for improving service productivity is being used b. scheduling in process-oriented facilities is not very complex c. with high fixed costs, utilization is not very important d. excess capacity for peak demands is desirable e. low raw material inventories cause machines to be idled
d. excess capacity for peak demands is desirable
53. Service blueprinting a. provides the basis to negotiate prices with suppliers b. mimics the way people communicate c. determines the best time for each step in the process d. focuses on the provider's interaction with the customer e. can only be successful with two-dimensional processes
d. focuses on the provider's interaction with the customer
69. Advances in technology a. have impacted the manufacturing sector only b. have had only limited impact on services c. have failed to change the level of customer interaction with an organization d. have had dramatic impact on customer interaction with services and with products e. have dramatically changed health care, but have not changed retailing
d. have had dramatic impact on customer interaction with services and with products
42. Which of the following phrases best describes product focus? a. low volume, high variety b. finished goods are usually made to order c. processes are designed to perform a wide variety of activities d. high fixed costs, low variable costs e. raw material inventories are low relative to the value of the product
d. high fixed costs, low variable costs
30. A job shop is an example of a(n) a. repetitive process b. continuous process c. line process d. intermittent process e. specialized process
d. intermittent process
49. The crossover point is that production quantity where a. variable costs of one process equal the variable costs of another process b. fixed costs of a process are equal to its variable costs c. total costs equal total revenues for a process d. total costs for one process equal total costs for another process e. the process no longer loses money
d. total costs for one process equal total costs for another process
39. Harley Davidson a. utilizes job shops to make each of its modules b. uses product focused manufacturing c. uses a large number of modules to build a small number of different bikes d. uses work cells to feed its assembly line e. All of the above are true.
d. uses work cells to feed its assembly line
"Kaizen" is a Japanese term meaning a. a foolproof mechanism b. just-in-time (JIT) c. a fishbone diagram d. setting standards e. continuous improvement
e
Arnold Palmer Hospital uses which of the following quality management techniques? a. Pareto charts b. flow charts c. benchmarking d. Just-in-Time e. The hospital uses all of the above techniques.
e
Quality circles members are a. paid according to their contribution to quality b. external consultants designed to provide training in the use of quality tools c. always machine operators d. all trained to be facilitators e. none of the above; all of the statements are false
e
Techniques for building employee empowerment include a. building communication networks that include employees b. developing open, supportive supervisors c. moving responsibility from both managers and staff to production employees d. building high-morale organizations e. All of the above are techniques for employee empowerment.
e
The philosophy of zero defects is a. the result of Deming's research b. unrealistic c. prohibitively costly d. an ultimate goal; in practice, 1 to 2% defects is acceptable e. consistent with the commitment to continuous improvement
e
The role of quality in limiting a firm's product liability is illustrated by a. ensuring that contaminated products such as impure foods do not reach customers b. ensuring that products meet standards such as those of the Consumer Product Safety Act c. designing safe products to limit possible harm to consumers d. using processes that make products as safe or as durable as their design specifications call for e. All of the above are valid.
e
Which of the following is not a typical inspection point? a. upon receipt of goods from your supplier b. during the production process c. before the product is shipped to the customer d. at the supplier's plant while the supplier is producing e. after a costly process
e
Which of the following is not one of the major categories of costs associated with quality? a. prevention costs b. appraisal costs c. internal failures d. external failures e. none of the above; they are all major categories of costs associated with quality
e
Which of the following is true about ISO 14000 certification? a. It is not a prerequisite for ISO 9000 certification. b. It deals with environmental management. c. It offers a good systematic approach to pollution prevention. d. One of its core elements is life-cycle assessment. e. All of the above are true.
e
46. A quasi-custom product a. gets its apparent customization from the combinations available from a small number of modules b. is often the output of repetitive focus facilities c. is a valid description of a fast food sandwich d. is only possible when the focus strategy of service productivity improvement is in use e. All but d are true.
e. All but d are true.
29. An organization's process strategy a. will have long-run impact on efficiency and flexibility of production b. is the same as its transformation strategy c. must meet various constraints, including cost d. is concerned with how resources are transformed into goods and services e. All of the above are true.
e. All of the above are true.
51. Value Stream Mapping a. is a variation on time function mapping b. examines the supply chain to determine where value is added c. extends time function mapping back to the supplier d. starts with the customer and works backwards e. All of the above are true.
e. All of the above are true.
58. Which of the following is true regarding opportunities to improve service processes? a. Automation can do little to improve service processes, because services are so personal. b. Layout is of little consequence, since services seldom use an assembly line. c. If a work force is strongly committed, it need not be cross-trained and flexible. d. All of the above are true. e. None of the above is true.
e. None of the above is true.
35. Which of the following products is likely to be assembled on a repetitive process line? a. automobiles b. personal computers c. dishwashers d. television sets e. all of the above
e. all of the above
41. When done correctly, mass customization a. increases pressure on supply chain performance b. helps eliminate the guesswork that comes with sales forecasting c. drives down inventories d. increases pressure on scheduling e. all of the above
e. all of the above
59. Which of the following are typical of process control systems? a. They have sensors. b. The digitized data are analyzed by computer, which generates feedback. c. Their sensors take measurements on a periodic basis. d. The sensors' measurements are digitized. e. all of the above
e. all of the above
70. Process redesign a. is the fundamental rethinking of business processes b. can focus on any process c. tries to bring about dramatic improvements in performance d. focuses on activities that cross functional lines e. all of the above
e. all of the above
71. Ethical and environmentally friendly processes include which of the following? a. emission controls b. recycling c. efficient use of resources d. reduction of waste by-products e. all of the above
e. all of the above
73. Flexibility can be achieved with a. movable equipment b. inexpensive equipment c. sophisticated electronic equipment d. modular equipment e. all of the above
e. all of the above
57. In mass service and service factory quadrants of the service process matrix, the operations manager could focus on all of the following except a. automation b. standardization c. tight quality control d. removing some services e. customization
e. customization
32. Which of the following industries is likely to have low equipment utilization? a. auto manufacturing b. commercial baking c. television manufacturing d. chemical processing e. restaurants
e. restaurants