chapter 10 quality management and six sigma

Sampling by ______ is a measurement in the amount of deviation from a set standard.

variables

What do Six Sigma programs seek to reduce in processes?

variation

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.

According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?

-appraisal -failure

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

-comparing performance of the process against certain measures. -comparing actual processes.

ISO 14000 has a three-pronged approach that includes

-environmental management requirements. -standards for monitoring air, water, and soil. -the development of environmentally friendly products and services.

Which of the following are assumptions that justify the costs of quality? 1. Failures occur 2. Prevention is cheaper 3. Performance can be measured

1,2,3

The general belief is that the correct cost for a well-run quality management program is unde

2.5%

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

Quality characteristics that are classified as either conforming or not conforming to specification are known as which of the following?

Attributes

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

Common variation

DMAIC

Define, Measure, Analyze, Improve, Control

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

Design of experiments (DOE)

assignable variation

Deviation in the output of a process that can be clearly identified and managed

Where in a process is there an opportunity for defects?

Every step or activity

ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:

Generic and applicable to any organization.

Which is the ISO certification regarding quality management requirements in business-to-business dealings?

ISO-9000

which type of quality cost deals with scrap, rework and repair?

Internal failure costs

When a service is being provided, who is typically responsible for ensuring quality at the source?

Location operations manager

Expenditures related to achieving product or service quality include all of the following except:

Manufacturing costs

Brand name recognition is an example of which dimension of quality?

Perceived quality

Which of the following is a quality management standard developed specifically for the automobile industry?

QS-9000

Which of the following tools can be used in the Define step of the DMAIC cycle?

Run charts Flow charts

The range of allowable values associated with a process (given the intended use of the product) is known as which of the following?

Specification limits

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

What covers the quantitative aspects of quality management?

Statistical quality control (SQC)

ISO, international standards for quality management and assurance, was developed by?

The International Organization of Standardization

To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?

The person who does the work

defect per million opportunities

a metric used to describe the variability of a process.

Malcolm baldric national quality award

an award established by the U.S. department of commerce given annually to companies that excel in quality

In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?

analyze

Which of the following is not a dimension of quality?

appraisal

Which of the following is an operational goal of total quality management (TQM)? 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.

both

Which quality term refers to the degree to which the product or service design specifications are met?

conformance

dimensions of quality

criteria by which quality is measured

Each step or activity, when using six sigma, a company performs represents an opportunity for a(n) _________ to occur.

defect

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

design quality

common variation

deviation in the output of a process that is random and inherent in the process itself

ISO 26000

encourages organizations to discuss social responsibility issues and possible actions with relevant stakeholders

ISO 14000 addresses the need to be __________responsible.

environmentally

cost of quality

expenditures related to achieving product or service quality such as the costs of prevention, appraisal, internal failure, and external failure.

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

false

Often, a(n) ___________ in productivity occurs as a by-product of efforts to reduce the cost of quality.

increase

ISO 14000

is concerned with environmental management

The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?

japan

external benchmarking

looking outside the company to examine what excellent performers inside and outside the company's industry are doing in the way of quality

total quality management (TQM)

managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

Which distribution is used to calculate the probability of producing a defect?

normal

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

pareto charts

ISO 9000

relates to manufacturing and business-to-business processes. formal standards for quality certification developed by the international organization for standardization

The purpose of _______ is to find when the process has changed in some nonrandom way.

sampling

The cost of quality involves the cost of

scrap. warranties. rework.

Which dimension of design quality refers to the ease of repair?

serviceability

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

six-sigma

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

strategic decision

conformance quality

the degree to which the product or service design specifications are met

quality at the source

the degree to which the product or service design specifications are met

A purist view of the cost of quality is one that references all costs until 100% perfection is attained. A less stringent viewpoint is defined as

the difference between expected excellent performance and the current costs.

Which is the best form of ISO certification?

third party

True or false: A product can have high design quality with low conformance quality, and vice versa.

true

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

true