Chapter 12

False

"Quality at the source" refers to the degree to which product or service design specifications are met

False

One of the tools common to all quality efforts is leadership.

True

Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

External failure costs

costs for defects that pass through the system (e.g. warranty replacement, product repair, etc.)

appraisal costs

costs of the inspection and testing to ensure that the product or process is acceptable

confomrance quality

degree to which the product or service design specifications are met

Run chart

depict trends in data over time

Pareto Chart

help to break down a problem into components

Design Quality

inherent value of the product in the marketplace

reduced variation

no more than four defects per million units

cause and effect diagram

show relationships between causes and problems

Prevention Costs

sum of all the costs to prevent defects (e.g. train personnel, new equipment)

process control chart

used to assure that processes are in statistical control

opportunity flow diagram

used to separate value-added from non-value-added

analyze

A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?

Flow chart

A graphic organizer that can be used to show the procedural pathways within a program.

DMAIC

A six-sigma process: define, measure, analyze, improve, and control.

False

An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

True

An operational goal of total quality management is the careful design of the product or service.

improve

An opportunity flow diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?

True

An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.

Shingo fail-safe design

Checklists Special tooling that prevents workers from making errors

ISO

ISO 9000 an international reference for quality; ISO 14000 primarily concerned with environmental management 12

False

ISO 9000 is primarily concerned with environmental management.

False

TQM is an acronym meaning "total quality measurement".

True

The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.

Demonstrated outstanding quality in their product and processes

The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?

False

The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.

Pareto Chart

Which of the following is an analytical tool used in Six-Sigma quality improvement programs?

False

While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.

Design of Experiments

a statistical methodology to determine cause-and-effect relationships between process variables and output

Failure mode and effect analysis

a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage in the process

Malcom 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

Checksheet

basic form to standardize data collection

internal failure costs

costs for defects incurred within the system (e.g. scrap, rework, repair)