Chapter 9 and 10

The name is associated with the fishbone diagram is:

Ishikawa

How many up/down runs are there in this data? 5 2 3 5 4 5 2 1 2 4

6

How many A/B median runs are there in this data? 3 5 4 8 7 6 4 3 2 9

6 Note: the median is 4.5.

The importance of quality cannot be overstated; two key elements of every purchasing decision are price and quality.

True

The letters ROQ relate to:

Assessing the financial return of investments in quality. ROQ stands for Return on Quality.

Although closely associated with quality, this name is not on the list of quality gurus.

Baldrige

The term visionary leadership is most closely related to:

Baldrige core values and concepts

The name associated with the phrase "Quality is Free" is:

Crosby

Which one of these is not considered a determinant of quality? A) Customer surveys. B) Ease of use. C) Service after delivery. D) Design. E) Conformance to design.

Customer surveys

The name is associated with the 14 points is:

Deming

Which name is associated with saying that quality is management's responsibility?

Deming

The larger the sample size, the narrower the sampling distribution.

True

ISO certification is a requirement of companies that operate in the U.S.

False

Convenience is a dimension of product quality.

False- It is a dimension of service quality (e.g., convenient location).

Lean/six sigma is an approach to quality that requires minimal (lean) resources to achieve results.

False-- Lean/six sigma is a balanced approach to process improvement that integrates principles from lean operation and statistical tools for variation reduction from six sigma to achieve speed and quality.

When 20 or more samples are taken, the results are combined to obtain a sampling distribution.

False-A sampling distribution is a theoretical distribution that describes sampling variability when only random variations are present.

The term quality at the source refers to supplier quality.

False-It refers to holding workers responsible for quality.

Process control strives to weed out defective product before it is shipped to customers.

False-Its goal is to reduce or eliminate production of defective items.

Statistical process (SPC) control involves acceptance sampling.

False-SPC is used to monitor process output; acceptance sampling is used in oncoming or outgoing batches of previously produced goods.

Prior to determining if a process is in control, it is important to see if the process is capable of meeting specifications.

False-The sequence is just the opposite: first determine if a process is in control.

Warranties and rework are internal costs of quality

False-Warranties are an external cost

The term kaizen is associated with continuous improvement.

True

Which one of these is a framework for problem solving and improvement activities? A) ISO B) PDSA C) ROQ D) SERVQUAL.

PDSA-Plan-Do-Study-Act.

The quality tool that plots the number of quality problems over time is:

Run chart.

Which person is credited with the development of control charts for quality?

Shewhart

The mean of a sampling distribution of means is equal to the mean of the process distribution.

True-

A Pareto analysis is based on that one or a few factors account for a disproportionate share of problems.

True

Approximately half of the values on a control chart should be above the center line.

True

Attributes are characteristics that can be counted.

True

Consistency is ability to provide the same level of good quality repeatedly.

True

ISO 14000 relates to environmental standards.

True

In order for a process to be deemed capable, it must have a capability ratio of at least 1.33.

True

Inspection is an appraisal activity that compares process output to a standard.

True

It is important to tie six sigma projects to organizational strategy.

True

Nonrandom process variations can be reduced through statistical quality control.

True

Prevention costs are considered a cost of quality

True

SERVQUAL is a tool used to assess service quality.

True

Narrowing control limits from 3s to 2s will increase the probability of making a Type I error.

True-P(Type I) is the area under the normal curve that is outside of the control limits

A process that is generating output that varies randomly would be judged to be in control.

True-Random implies in control.

Variations in the characteristics (e.g., weight) of process output provide the rationale for process control.

True-The goal is to differentiate between random and nonrandom (correctable) variations.

Which type of control chart would be appropriate if the variable being monitored is the number of students absent from section 1 of a statistics class?

p

ISO 24700 is most closely related to:

reused office equipment

A point which is outside of the lower control limit on a c-chart:

should be investigated because an assignable cause of variation might be present