ISDS 3115 Test 2: Concept

A job shop is an example of​ a(n): A. intermittent process. B. specialized process. C. line process. D. repetitive process. E. continuous process.

A. intermittent process.

​Frito-Lay is to​ ________ focus as Harley Davidson is to​ ________ focus. A. ​product, repetitive B. ​product, mass customization C. ​repetitive, product D. ​process, product E. ​process, repetitive

A. ​product, repetitive

An assembly line is an example of​ a: A. line process. B. specialized process. C. repetitive process. D. ​product-focused process. E. ​process-focused process.

C. repetitive process.

Which of the following industries is most likely to have low equipment​ utilization? A. television manufacturing B. steel manufacturing C. restaurants D. auto manufacturing E. commercial baking

C. restaurants

Which of the following phrases best describes product​ focus? A. Finished goods are usually made to order. B. low​ volume, high variety C. high fixed​ costs, low variable costs D. Processes are designed to perform a wide variety of activities. E. high inventory

C.high fixed​ costs, low variable costs

One hundred percent inspection A.means that only good parts will be shipped to a customer. B.is practical and an excellent fit for​ world-class manufacturers. C.means that every part is checked to see whether or not it is defective. D.catches all of the defective parts.

C.means that every part is checked to see whether or not it is defective

Which of the following costs is NOT a cost of​ quality? A.scrap B.rework C.research and development D.lost goodwill

C.research and development

Which of the following is NOT an external failure​ cost? A.costs to society B.returned goods C.scrap D.lost goodwill

C.scrap

A device or technique that ensures production of a good unit every time is a A. ​fail-safe. B. zero defect. C. ​poka-yoke. D. control chart.

C.​poka-yoke

When sample measurements falls inside the control​ limits, it means​ that: A. each unit manufactured is good enough to sell. B. the process output does not fulfill the requirements. 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 limits cannot be determined statistically.

D. if there is no other pattern in the​ samples, the process is in control

A fishbone chart is also known as​ a: A. Kaizen diagram. B. ​poka-yoke diagram. C. Kanban diagram. D. ​cause-and-effect diagram. .E. Taguchi diagram.

D. ​cause-and-effect diagram.

Which of the following is an award for quality achievement in​ Japan? A.Deming Prize B.Tokyo Medal for Excellence in Quality C.Malcolm Baldrige National Quality Award D.ISO 9000

D.Deming Prize

Attribute inspection measures A.if the product is good or bad. B.if cause and effect are present. C.such dimensions as​ weight, speed,​ size, or strength to see if an item falls within an acceptable range. D.whether or not the product attributes conform to the​ inspector's personal tastes.

A.if the product is good or bad.

All of the following costs are likely to decrease as a result of better quality​ EXCEPT: A. maintenance costs. B. inspection costs. C. warranty and service costs. D. customer dissatisfaction costs. E. scrap costs.

A.maintenance costs.

Pareto charts are used​ to: A. organize​ errors, problems, or defects. B. identify inspection points in a process. C. outline production schedules. D. show material flow. E. show the range of values of a measurement and the frequency with which each value occurs

A.organize​ errors, problems, or defects

Which of the following determinants of service quality means the firm performs the service right the first time and that the firm honors its​ promises? A.reliability B.credibility C.responsiveness D.competence

A.reliability

The American Society for Quality defines quality as A.the degree of excellence at an acceptable price and the control of variability at an acceptable cost. B.the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs. C.even though it cannot be​ defined, you know what it is. D.how well a product fits patterns of consumer preferences.

A.the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

What is the percentage defective in an average lot of goods inspected through acceptance​ sampling? A. OC curve B. AOQ C. AQL D. LTPD

B. AOQ

In the 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. customization. .C. tight quality control. D. removing some services. E. standardization.

B. customization

In the mass service and service factory quadrants of the service process​ matrix, the operations manager could focus on all of the following​ except: A. tight quality control. B. customization. .C. automation. D. standardization. E. removing some services.

B. customization.

Which of the following statements is NOT true regarding the importance of the role that an operations manager plays in addressing service​ quality? A. Managers must expect exceptions. B. The manager may be able to influence the quality of the service but has little control over the​ customers' expectation. C. The operations manager should realize that the​ customer' expectations are the standard against which the service is judged. D. The tangible component of many services is important.

B. The manager may be able to influence the quality of the service but has little control over the​ customers' expectation

A successful quality strategy begins with A.an understanding of the principles of quality. B.an organizational culture that fosters quality. C.engaging employees in the necessary activities to implement quality. D.satisfying customers and obtaining a competitive advantage.

B.an organizational culture that fosters quality.

Which of the following DOES NOT increase profit by improving​ quality? A.flexible pricing B.higher warranty costs C.increased productivity D.improved reputation

B.higher warranty costs

Which of the following is the Japanese term used to describe continuous improvement​ efforts? A.kanban B.kaizen C.poka-yoke D.six sigma

B.kaizen

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 scatter diagram. B. a​ cause-and-effect diagram. C. a Pareto chart. D. a quality loss function. E. a flowchart.

C. a Pareto chart.

Up to three standard deviations above or below the centerline is the amount of variation that statistical process control allows​ for: A. assignable variation. B. Type I errors. C. natural variation. .D. all types of variation. E. about​ 95.5% variation.

C. natural variation.

Which of the following is NOT one of the techniques for building employee​ empowerment? A. Build​ high-morale organizations. B. Build communication networks that include employees. C. Develop​ open, supportive supervisors. D. Eliminate formal organization structures such as teams and quality circles.

D.Eliminate formal organization structures such as teams and quality circles.

Which of the following determinants of service quality means approachability and ease of​ contact? A. courtesy B. tangibles C. security D. access

D.access

Inspections should NOT take place A.at your​ supplier's plant while the supplier is producing. B.at your facility upon receipt of goods from your supplier. C.during the​ step-by-step production process. D.after costly or irreversible processes.

D.after costly or irreversible processes

To develop a standard or​ benchmark, firms need to start with A. collecting benchmarking information. B. forming a benchmark team. C. identifying benchmarking partners. D. determining what to benchmark.

D.determining what to benchmark

Managing quality helps build successful strategies of: A.​differentiation, time and service. B.differentiation, time and response. C.differentiation, low cost and service. D.differentiation, low cost and response.

D.differentiation, low cost and response.

In acceptance​ sampling, the​ producer's risk is the risk of having a A. bad lot accepted. B. bad lot rejected. C. good lot accepted. D. good lot rejected.

D.good lot rejected

Which of the following could reduce costs and increase​ profit? A.improved reputation B.improved response C.flexible pricing D.increased productivity

D.increased productivity

Taguchi's quality loss function is based on a A.binomial distribution. B.linear equation. C.negative exponential distribution. D.quadratic equation.

D.quadratic equation

What is training and empowering frontline employees to solve a problem​ immediately? A. quality circle B. employee empowerment C. courtesy D. service recovery

D.service recovery

Which of the following statements regarding​ "Six Sigma" is​ TRUE? A. Six Sigma certification is granted by the International Standards Organization​ (ISO). B. Six Sigma means that about 94 percent of a​ firm's output is free of defects. C. The Six Sigma program is for manufacturing firms and is not applicable to services. D. The Six Sigma program was developed by Toyota in the 1970s. E. The term has two distinct meaningslong dashone is​ statistical; the other is a comprehensive quality system.

E. The term has two distinct meaningslong dashone is​ statistical; the other is a comprehensive quality system.

The causes of variation in statistical process control​ are: A. Type I and Type II. B. ​cycles, trends,​ seasonality, and random variations. C. ​producer's causes and​ consumer's causes. D. mean and range. E. natural causes and assignable causes.

E. natural causes and assignable causes

According to the​ manufacturing-based definition of​ quality: A. quality lies in the eyes of the beholder. B. quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost. C. even though quality cannot be​ defined, you know what it is. D. quality depends on how well the product fits patterns of consumer preferences. E. quality is the degree to which a specific product conforms to standards.

E. quality is the degree to which a specific product conforms to standards.

A lot that is accepted by acceptance sampling is certified to be free of defects.

False

A process that is in statistical control will always yield products that meet their design specifications.

False

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

An improvement in quality must necessarily increase costs.

False

If the process average is in​ control, then the process range must also be in control.

False

Quality is mostly the business of the quality control​ staff, not ordinary employees.

False

The typical​ full-service restaurant uses a​ product-focused process.

False

Averages of small​ samples, not individual​ measurements, are generally used in statistical process control.

True

Intermittent processes are organized around processes.

True

Line employees need the knowledge of TQM tools

True

Mistakes stemming from​ workers' inadequate training represent an assignable cause of variation.

True

One of the ways that​ just-in-time (or​ JIT) influences quality is that by reducing​ inventory, bad quality is exposed.

True

The Cpk index measures the difference between the desired and actual dimensions of goods or services produced.

True