chapter 12

Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?

Failure mode and effect analysis

Candidates for the Malcolm Baldrige National Quality Award must submit an application that details the approach, deployment, and results of their quality activities under five major categories. Which of the following is not one of those categories? Multiple choice question.

Financial Outcomes

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

Manufacturing costs

When assembling a child's toy at home, a piece can only be fitted with another specific piece. This is an example of a(n):

poka-yoke

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

true

Where in a process is there an opportunity for defects?

Every step or activity

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

Internal failure costs

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

Perceived quality

Successful implementation of Six Sigma is based on using what? Check all that apply.

Sound personnel practices Technical methodologies

Reducing is a key driver in successful lean Six Sigma programs.

variability

Warranty costs and customer complaints are examples of which type of quality cost?

External failure costs

It is generally believed that the correct cost for a well-run quality management program should be under what amount?

2.5%

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

Pareto charts

Which of the following is not a dimension of quality?

Appraisal

When comparing your company's performance to another company, you are performing what type of analysis?

Benchmarking

Which of the following is an operational goal of TQM? Check all that apply.

Careful design of the product or service Ensuring the organization's systems can consistently produce the desired design.

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

Design quality

Environmental standards are applied by automobile suppliers as a requirement from Ford and General Motors.

ISO 14001

In Europe, there is strong motivation to choose ISO 9000-certified suppliers. Why?

Reduced liability

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

Six Sigma

Central to Shingo's approach is the difference between and

error defect

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

Identify means to remove the causes of defects.

improve

True or false: Professionals are given martial arts titles reflecting their skills and roles regarding Six Sigma.

true

The term is a focus on reducing cost by lowering raw material, work-in-process, and finished goods inventory to an absolute minimum.

lean

check inspection is performed by the next person in the process or by an objective evaluator such as a group leader.

Successive

Defines the telecommunications quality system requirements for the design, development, production, delivery, installation, and maintenance of products and services in the telecommunications industry.

TL9000

Quality at the source is often discussed in the context of ______________ quality.

conformance

In the acronym DMAIC, what does the C stand for?

control

is simply any component that does not fall within the customer's specification limits.

defect

Employee participation in decision making; break down barriers between departments.

deming

What is required to prevent errors becoming defects?

feedback

Which of the following is not a type of inspection in Shingo's approach?

final inspection

Which of the following is not a category for the Malcolm Baldrige National Quality Award?

government agencies

Which type of "belt" is for employees who have received enough training to participate in a team?

green belt

Lean manufacturing achieves _____ production and _____ waste through the use of just-in-time inventory methods.

high-volume, minimal

The Malcolm Baldrige National Quality Award is given annually in all of these categories except

movie

Candidates for the Malcolm Baldrige National Quality Award must submit an application that details the approach, deployment, and results of their quality activities under five major categories. Which of the following is not one of those categories?

Financial Outcomes

The idea behind the ISO standards is that defects can be prevented through the planning and application of at every stage of business

best, practices

Determine how to maintain the improvements.

control

Quality improvement teams; quality councils.

crosby

Team and quality circle approach.

juran

Determine how to gauge the process and how it is performing.

measure

Which piece(s) of information are needed to calculate DPMO? Check all that apply.

Opportunity Unit Defect

External benchmarking is analysis of which of the following? Check all that apply.

Industry competitors Excellent performers outside the industry

Candidates for the Malcolm Baldrige National Quality Award must submit an application of up to pages that details the approach, deployment, and results of their quality activities.

50

A standard developed by the International Automotive Task Force, aligns existing American, German, French, and Italian automotive quality standards within the global automotive industry.

ISO/TS 16949

A standard developed by the International Automotive Task Force, aligns existing American, German, French, and Italian automotive quality standards within the global automotive industry. Multiple choice question.

ISO/TS 16949

According to the Shingo System, the way to prevent defects from coming out at the end of a process is to what?

Introduce controls within the process

A project champion is usually drawn from what levels of an organization?

Management Executive

They are based on the common empirical finding that a large percentage of problems are due to a small percentage of causes. Multiple choice question.

Pareto chart

A poka-yoke is a simple practice that does which of the following? Check all that apply.

Prevents the worker from making an error Gives rapid feedback of abnormalities

The ISO 9000 standards are based on a number of quality management principles. These principles focus on what related to the following areas in the firm?

Process approach Continual improvement Involvement of people Leadership Customer focus

The cost of quality has been estimated at what percentage of every sales dollar?

15-20%

Understand why defects are generated by identifying the key variables most likely to create process variation.

analyze

In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?

improve

The for is a specialized international agency recognized by affiliates in more than 160 countries. They publish ISO standards.

international Organization Standardization

Lowering requires a high level of quality because processes need to be predictable since extra is not available.

inventory

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

iso 9000

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

japan

Which is the best form of ISO certification?

third party

What do Six Sigma programs seek to reduce in processes?

variation

After a company has set up their systems for ISO, the standards has them and then them, by means of an audit conducted by an independent accredited third party, the compliance of those systems with the requirements of the standards.

verify

They show hypothesized relationships between potential causes and the problem under study.

Cause-and-effect diagram

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

Conformance

arise because people make errors.

Defects

What is the purpose of single-minute exchange of die (SMED) procedures in the Shingo System?

Drastic cuts in equipment setup times

Which of the following are key aspects of the Shingo system? Check all that apply.

Drastic cuts in equipment setup times Use of source inspection and the poka-yoke system to achieve zero defects

Which is the ISO certification regarding environmental management?

ISO 14000