MGMT474 Final Exam

pareto charts

The 80-20 rule is represented in which of the following tools? a) Value stream mapping. b) Pareto charts. c) Flowcharting. d) Histograms.

deduction/induction.

Two ways to establish theories are: a) reduction/proliferation. b) deduction/induction. c) abstraction/concentration. d) instruction/abstraction.

all of the above describe service moments in truth.

"Moments of truth" in service blueprinting a) can happen face-to-face, over the telephone, through a machine, or through the mail. b) can occur at various stages of the product life cycle. c) are the fail points identified in a service blueprint. d) all of the above describe service moments in truth.

Design for manufacture.

"Now that we have designed it, can we make it?" refers to? a) Reality in design and manufacture. b) Risk-minimized design. c) Design by objective. d) Design for manufacture.

Ensures highest returns to investors.

A core competency has three aspects. Which is typically not considered to be a core competency? a) Is difficult for other firms to imitate. b) Ensures highest returns to investors. c) Provides benefit to customers. b) Helps company access markets.

Neither a nor b are part of a customer benefits package.

A customer benefits package (CBP) includes a) Neither a nor b are part of a customer benefits package. b) Both a and b are part of a customer benefits package. c) service content - the tangibles that define the service. d) goods content - the intangibles that make up the service.

decrease the variability among materials previously sourced from many different suppliers.

A strategic alliance with a single supplier can a) increase material storage costs because vendor-managed inventory (VMI) requires large safety stocks. b) decrease the variability among materials previously sourced from many different suppliers. c) decrease productivity because a variety of delivery systems are not employed. d) increase quality failure costs because competition is not present to drive costs lower.

Enlarge the number of attributes offered in the package.

According to Florida Gulf Coast University Professor David Collier, the objectives of customer benefits package design include all of the following except: a) Ensure the chosen CBP attributes are the correct ones. b) Enlarge the number of attributes offered in the package. c) Speed each CBP and associated process and service encounter to the market. d) Evaluate the relative importance of each attribute in the customer's mind.

random variation and is uncontrollable by management.

After taking numerous samples over time, management discovers that all samples have similar means, and the data is consistently dispersed around each sample's mean. These findings indicate that this process variation is a) nonrandom variation and is uncontrollable by management. b) random variation with a cause that may be identified and controlled by management. c) random variation and is uncontrollable by management. d) nonrandom variation with a cause that may be identified and controlled by management.

The relationship between quality and productivity has not been demonstrated over time.

All of the following are true of the relationship between quality and productivity, except: a) The relationship between quality and productivity has not been demonstrated over time. b) Simplification of processes results in flows that are simpler and of higher productivity. c) Elimination of waste results in higher productivity. d) Changes in processes and procedures often result in a temporary worsening of productivity.

All of the above are examples of projecting customers' needs.

An example of projecting customers' future needs is a) a local florist ordering roses in before Valentine's Day. b) a university bookstore purchasing textbooks in advance of fall term. c) Disney contracting for the manufacture of Spider-Man ® action figures prior to movie release d) All of the above are examples of projecting customers' needs.

be observed in key performance level results - either positive or negative.

Baselining requires the monitoring of key internal performance measures over time to identify company improvement (or decline) to assist in managerial decision making. The impact of abrupt, organization-wide process changes will: a) be observed within the measures but only if the changes led to decreased performance. b) be observed in key performance level results - either positive or negative. c) be observed within the measures but only if the changes led to improved performance. d) not be captured in the measures because key performance measures are localized.

prepare to offer complementary products which can co-exist with current products.

Because product life cycles are shortening, companies should a) prepare to offer complementary products which can co-exist with current products. b) recognize that product obsolescence arrives more slowly than it did in prior times. c) ensure that changes to existing products are drastic and exciting in order to stay competitive. d) expect to increase productive capacity of all products as new ones are introduced.

Customers often provide unreliable inputs to service suppliers.

Brigham Young University Professor Scott Sampson offers a unified theory for services management which includes the following proposition(s): a) Customers rarely provide product specifications and process design without the invitation of the service provider. b) Customers embrace technologies that improve the quality of the desired service. c) Customers supply little input into the production of services. d) Customers often provide unreliable inputs to service suppliers.

Needs identification.

Computer-aided design (CAD) systems support new and varied designs, simplify the design process, and allow for multiuser interface. Which of the following is not a use for CAD? a) Needs identification. b) Engineering analysis. c) Geometric modeling. d) Interference checking.

add the greatest advantage and profits over time.

Customer rationalization refers to pursuing customers who: a) purchase only one, standardized product. b) add the greatest advantage and profits over time. c) are currently the most profitable. d) offer the most helpful feedback.

Dashboards and huddle boards can report progress on metrics identified in the balanced scorecard.

Dashboards, huddle boards, and scorecards can be used together as follows: a) All of the other three choices can be used together as described. b) The dashboard can be used to report the critical path identified in the scorecard. c) The scorecard can be used to modify the dashboard shape into a bowtie or a turtle. d) Dashboards and huddle boards can report progress on metrics identified in the balanced scorecard.

promote disassembly processes that are used to sort product materials for reuse.

Green manufacturing concepts a) promote disassembly processes that are used to sort product materials for reuse. b) are not concerned with the costs associated with reuse, recycling, and disposal of products. c) encourage designers to make inexpensive, single-use products. d) concede that returns on investment will decrease with implementation of green design.

the greater the gap between expectations and perceptions, the greater the potential for increasing customer satisfaction.

In SERVQUAL, both customer expectations and perceptions are assessed and analyzed for gaps. Gap analysis is important because: a) the smaller the gap between expectations and perceptions, the more valid and reliable the SERVQUAL findings will be. b) the larger the gap between expectations and perceptions, the greater likelihood that marketing efforts will benefit the company. c) the greater the gap between expectations and perceptions, the greater the potential for increasing customer satisfaction. d) None of the above are correct interpretations of gap analysis.

five "whys" may need to be asked in order to get to the root causes of the problem.

In a cause-and-effect (Ishikawa) diagram, a) the problem to be addressed is placed along the backbone of the fish. b) five "whys" may need to be asked in order to get to the root causes of the problem. c) four common categories of effects are materials, machines, people, and methods. d) All of the above are true of the cause-and-effect diagram.

d) the entire system depends on all components functioning properly.

In series reliability, a) All of the other three answers. b) all parts must be physically wired together in sequence for the system to be in a series. c) the reliability models assume dependence between failure events. d) the entire system depends on all components functioning properly.

Japan created competition through quality as their automobiles and electronic products were exported to the nations of the world.

Japan's contribution to quality includes which of the following: a) Japanese companies increased profits by reducing preventive maintenance of factory equipment b) Japan created competition through quality as their automobiles and electronic products were exported to the nations of the world. c) Japan set the world standard for workforce autonomy and empowerment during production. d) Japanese companies reduced quality inspections by eliminating work in process inspections of products on the factory line.

Planning, control, and improvement.

Juran identified basic processes that are essential for managing to improve quality. They are: a) Planning, control, and improvement. b) Concept design, parameter design, and tolerance design. c) Toyota Production System (TPS) and Just-In-Time production (JIT). d) Total Quality Control (TQC) and Scientific Management (SMan).

Planning: Rewarding power

Leader skills include all of the following, except: a) Knowledge: Ethics b) Communication: Assertiveness c) Vision: Identifying opportunities d) Planning: Rewarding power

reaction plan

Locate the column labeled with a question mark. The title of that column is: a) Specifications. b) Reaction plan. c) Sample Frequency. d) Control method.

c) p or np.

Management is concerned that there may have been a shift in the proportion of late deliveries to total deliveries. Assuming that each of the 30 subgroups examined had 100 items, which chart(s) would be appropriate to use? a) u or c. b) Median. c) p or np. d) X and MR.

Organizational leaders have the authority and monetary capability to drive quality assurance and employee improvement.

Many variables build the framework for quality management theory. Which is a true statement about the quality management content variables presented in Chapter 2? a) The need to make large, breakthrough improvements precludes continuous improvement. b) Cross-functional teams weaken the company's environment and infrastructure. c) Organizational leaders have the authority and monetary capability to drive quality assurance and employee improvement. d) Gathering and analyzing customer data is invasive and leads to poor quality management efforts.

has been shown to be valid and reliable even when applied to diverse types of service entities.

One of the reasons that the SERVQUAL tool is used by many firms is that SERVQUAL: a) has been shown to be valid and reliable even when applied to diverse types of service entities. b) is lengthy and extensive so as to thoroughly address the different dimensions of service quality. c) is flexible and non-standardized, so it can be easily adapted to various service situations. d) All of the above are attributes of the SERVQUAL tool.

much more dispersion/variability in population distributions vs. sampling distributions.

One would expect a) sample-based process charts limits to be compared to product specifications (tolerances). b) variability to increase as the mean increases. c) much more dispersion/variability in population distributions vs. sampling distributions. d) process capability to be associated with sampling distributions vs. population distributions.

All of the above are elements of the closed-loop model.

Per the closed-loop customer-relationship model, a) effective guarantees given to the customer should be unconditional, meaningful, and understandable. b) feedback pertains to both feedback to the customer that the problem has been resolved and feedback to the firm to support process improvements. c) complaint resolution typically involves acknowledging the customer's loss of time, patience, and/or money. d) All of the above are elements of the closed-loop model.

100% inspection costs less than sampling.

Reasons for employing sampling techniques versus 100% inspection include all of the following, except: a) Sampling allows the user to frame the sample. b) 100% inspection costs less than sampling. c) Sampling may destroy the product. d) 100% inspection takes more time.

Statistical tools often focus on causes of problems rather than effects.

Sometimes, statistical tools do not achieve desired results. All of the following are reasons why statistical tools fail, except: a) Statistical tools often focus on causes of problems rather than effects. b) Organizations lack patience in collecting data. c) General disdain for all things mathematical creates a barrier to the use of statistics. d) A lack of knowledge about the tools leads to misapplication.

All work occurs in a system of interconnected processes.

Statistical thinking is a decision-making skill demonstrated by the ability to draw conclusions based on data. Which of the following is part of the conceptual foundation of statistical thinking? a) All work occurs in a system of interconnected processes. b) Understanding and enlarging process variations are important keys to success. c) All processes have variations, the amount of which tends to be overestimated. d) All of the other three are concepts underlying for statistical thinking.

Both a and b characterize the Hoshin process.

The Hoshin Kanri (Hoshin) planning process a) requires senior executives develop and prioritize a three-to-five year plan along with the current year's annual objectives. b) results in cascading of action plans developed by functional managers in conjunction with upper management. c) Neither choice a nor choice b is reflective of the Hoshin process. d) Both a and b characterize the Hoshin process.

states that as expenditures in prevention and appraisal activities increase, quality conformation should increase.

The Lundvall-Juran Quality Cost Model: a) supports the concept of continuous improvement proposed by Deming. b) suggests that as an increase in failure costs improves quality conformance. c) states that as expenditures in prevention and appraisal activities increase, quality conformation should increase. d) displays the relationship between prevention and appraisal costs.

measures employee satisfaction and customer satisfaction and identifies if goals in each area are being met.

The balanced scorecard a) averages N7 and B7 tools offering an overall measurement of performance. b) measures employee satisfaction and customer satisfaction and identifies if goals in each area are being met. c) All of the other three choices are elements of the balanced scorecard. d) adds cost figures to N7 and B7 tools in order to measure the financial impacts of those processes.

All of the above are true of the basic tools of quality.

The basic seven (B7) tools of quality a) are useful at all levels of the organization. b) can be applied by people of different education levels. c) can be used by individuals and in teams. d) All of the above are true of the basic tools of quality.

c) actual number of nonconformities per standardized unit.

The c chart is a graph of the a) actual proportion of nonconformities per variant. b) average number of defects per unit when the sample space is varied. c) actual number of nonconformities per standardized unit. d) average dispersion of measurements from the mean when measuring unit performance.

II

The elements that should be considered for improvement in the two-dimensional Gaps Model are located in quadrant: a) I b) II c) III d) IV

control chart

The following is an example of a: frequency chart. scatter diagram. control chart. cause and effect (Ishikawa) diagram.

iii, iv, i, ii.

The following selected benchmarking steps would occur in which order? Steps: i. Communicate benchmarking findings and gain acceptance. ii. Implement specific actions and monitor progress. iii. Decide what to benchmark. iv. Plan and conduct the investigation. a) iv, iii, ii, i. b) iii, iv, ii, i. c) iv, ii, iv, ii. d) iii, iv, i, ii.

requires upper management to assess firm strengths and weaknesses and then consider the firms relative position in the marketplace.

The forced-choice model of strategic planning a) requires upper management to assess firm strengths and weaknesses and then consider the firms relative position in the marketplace. b) stipulates the identification of all stakeholders and their relative positions before continuous improvement choices can be made. c) focuses on consensus between upper management, middle management, and employees as an essential part of the process. d) is best used as an adjunct model in firms already using sophisticated strategic models.

identify customer requirements, develop and validate the instrument, implement the survey, and analyze results.

The four steps to developing a useful customer service survey are: a) identify customer requirements, develop and validate the instrument, implement the survey, and analyze results. b) identify purpose of the group, narrow the scope of questions, run multiple groups, and analyze results. c) identify focus theme results, broaden the scope of questions, implement the survey, analyze results. d) identify firm domain, decide direct or indirect interaction, implement the survey, analyze results.

All of the above impact quality.

The quality of Chinese goods may be influenced by the following: a) Awards and financial incentives given to Chinese firms who improve the quality of their products. b) Workers who are uneducated or may not be familiar with the products they are producing. c) "Guanxi" or influence, meaning the impact of personal relationships and bribery in Chinese business. d) All of the above impact quality.

Cultural change is needed to ensure meaningful implementation after training has occurred.

The reasons why performance tools such as B7 and N7 are not successfully employed in all companies include: a) Many of the tools are complex and require fairly extensive training. b) Most of the tools are industry-specific and adaptation to a particular company is time-consuming. c) B7 and N7 added together offer 14 tools, and the choice of which ones to use is overwhelming to workers. d) Cultural change is needed to ensure meaningful implementation after training has occurred.

Task, treatment, tangibles.

The three Ts of fail-safe methods are: a) Target, transaction, temperament. b) Territory, talent, "take." c) Task, treatment, tangibles. d) Transfer, trade, tune.

integrate quality control and quality assurance processes via quality management.

The three spheres of quality described in Chapter 1 a) ensure that the organization's quality control activities occur before quality assurance activities. b) integrate quality control and quality assurance processes via quality management. c) identify the order in which quality-related activities must occur from quality control to management. d) define the activities in each sphere, thereby lessening the need for communication within the framework.

tangibles

The two-dimensional difference plane below displays high expectations and high perceptions in which service dimension(s)? (image) Reliability and Empathy. Tangibles. Assurance and Responsiveness. None of the above.

operations

The view that product quality is the result of interaction of several variables, such as machines, labor, procedures, planning, and management, is most related to which perspective: a) financial. b) operations. c) engineering. d) human resources.

A differentiation strategy is achieved if the consumer perceives the product or service to be unique in some way.

Three generic competitive strategies of cost, differentiation, and focus have been identified as important strategic decisions. a) A differentiation strategy is achieved if the consumer perceives the product or service to be unique in some way. b) A focus strategy is achieved when cost of production is decreased by emphasizing the use of off-shore labor to manufacture the product. c) A cost-differentiation-focus blended strategy is achieved when costs are relatively low, products are similar, and customers are broad-based. d) All of the above accurately explain generic strategies of cost, differentiation, or focus.

Both a and b.

To be a benchmark, a target must be willing to allow competitors to view its operations and tour its facilities. A target would be willing to allow this because: a) competitive advantage can be gained through creating psychological barriers to competition. b) openness to competitors provides an impetus for continual improvement within the benchmark firm. c) Both a and b. d) Neither a nor b.

"There is a point at which investment in quality improvement will become uneconomical."

To relate quality improvement to the law of diminishing returns, one could say, a) "The cost decrease due to fewer errors and delays will always be less than the cost of quality improvements." b) "There is a point at which investment in quality improvement will become uneconomical." c) "Investing money in a quality program at an end stage of the product life cycle is more prudent than investing in quality at an early stage of the product life cycle." d) "Optimum quality is the point where the total sum of losses and costs is greater than the total quality costs."

c) Both a and b are distinguishing factors for the named charts.

To select the correct attributes chart, p, np, c, or u, the manager should consider which of the following? a) Defects or defectives? b) Identical subgroup sample sizes or varied sample sizes? c) Both a and b are distinguishing factors for the named charts. d) Neither a nor b are distinguishing factors for the named charts.

Reliable, and not valid.

Using a circle target as a measure of reliability and validity, survey respondents' answers are plotted about the circle. In a particular question, responses (points) were clustered away from center. This indicates the question was: a) Valid, but not reliable. b) Reliable, and not valid. c) Reliable and valid. d) Not reliable and not valid.

there are few units produced and therefore, sampling is not appropriate.

Using the X and MR charts would be appropriate when a) there are multiple subgroups available for sampling. b) the process tested is rapid, and units are readily available for testing. c) there are few units produced and therefore, sampling is not appropriate. d) both a and b are characteristics of a process for which X and MR charts would be appropriate.

stressed that consumers are well-served by insisting that service and product providers deliver high quality.

W. Edwards Deming: a) believed that the end point of quality was a final destination that, once obtained, could be sustained indefinitely with only minor effort. b) commented that he had consulted worldwide and found that United States' commitment to quality was unparalleled. c) stressed that consumers are well-served by insisting that service and product providers deliver high quality. d) affirmed that quality is created in a strong "quality department" who inspects the product.

All of the above are questions to be asked prior to designing a product.

When designing products, which of the following questions should be considered at the start of the design process? a) What are the functions the customer wants? What are the capabilities of current products? b) What are the limitations of the materials we have selected for the product? Are there better materials available? c) How much will the product cost to make? How much must the product cost to make it successful in the marketplace? d) All of the above are questions to be asked prior to designing a product.

adjust the product/service to cultural norms.

When globalizing, companies: a) adjust the product/service to cultural norms. b) increase the level of standardization of the product. c) obtain a high level of company central control. d) all of the above.

none of the above correctly describes the model as displayed

Which is a correct about the process model shown below? (image of control process loop) a) The data gathered in the control process loop is obtained via customer feedback. b) The data used in the customer feedback loop is obtained from competitors through benchmarking. c) The data from the benchmarking feedback loop is obtained only at the end of the conversion process. d) None of the above correctly describes the model as displayed.

All of the other three answers are correct matches of term to description.

Which is a correct match of terminology to description in a control chart? a) Process drift - seven points that are all either increasing or decreasing indicate that machines may be drifting out of alignment. b) All of the other three answers are correct matches of term to description. c) Process run - five points above or below center indicate the process has shifted. d) Erratic behavior - large jumps of more than three or four standard deviations.

criticality refers to how often a failure will occur and whether or not it can be fixed.

Which is true about failure modes, effects, and criticality analysis (FMECA)? FMECA a) criticality refers to how often a failure will occur and whether or not it can be fixed. b) graphically renders the combinations of failures that lead to ultimate system failure. c) is a quantitative graphical tool that can be evaluated qualitatively. d) All of the above describe FMECA.

d) An attribute refers to a characteristic that either does, or does not, exist.

Which is true of attributes? a) Attributes and variables are terms that are used synonymously when testing for quality. b) An attribute is a continuous measurement, such as weight, height, or volume. c) Attributes are highly correlated with the concepts of size and distance. d) An attribute refers to a characteristic that either does, or does not, exist.

The focus of control charts should be on continuous improvement with results of processes communicated to workers.

Which is true of control charts? a) When upper and lower control limits become closer together, these limits should be expanded to allow for reasonable, random variation in the process. b) The focus of control charts should be on continuous improvement with results of processes communicated to workers. c) Both a and b. d) Neither a nor b.

a) There can be one or more defect(s) in a defective.

Which is true of defects and defectives? a) There can be one or more defect(s) in a defective. b) Defects and defectives are measured using critical operation charts. c) There can be one or more defective(s) in a defect. d) Defects and defectives are measured using critical operation charts, unless measuring ethical- type attributes.

None of the above correctly expresses key business factors, key measures, and critical success factors.

Which is true of key business factors (KBFs), key measures, and critical success factors? a) Key business factors refer to factors that help determine success of the firm. b) Critical success factors are important attributes of the business, such as mission and culture. c) Key measures are used to quantify key business factors. d) None of the above correctly expresses key business factors, key measures, and critical success factors.

Understanding that different definitions and dimensions of quality exist allows measures to be taken to provide a good basis for communication and planning.

Which is true of perspectives on quality? a) The systems view of quality primarily emphasizes quality characteristics of product attributes and design. b) The contingency view of quality management acknowledges that differing quality perspectives exist, but these differing perspectives are minimal across various organizations. c) While perspectives may vary, managers' beliefs of quality typically align well with those held by most customers. d) Understanding that different definitions and dimensions of quality exist allows measures to be taken to provide a good basis for communication and planning.

Customers are more involved in production of services than in production of goods.

Which is true of production of services? a) Customers exert little control over the services they obtain in the marketplace. b) It is not difficult to estimate the time required to serve customers. c) The outputs of services are homogeneous and intangible in nature. d) Customers are more involved in production of services than in production of goods.

Benchmarking is considered a mutually-beneficial relationship because the target firm often enters into a reciprocal agreement to observe the initiator firm.

Which is true of the impact of benchmarking on the initiators, targets, their customers, and their shareholders? a) Benchmarking is harmful to customers since competition among the targets and initiators ceases through benchmarking agreements. b) Benchmarking is considered a mutually-beneficial relationship because the target firm often enters into a reciprocal agreement to observe the initiator firm. c) Benchmarking is considered a gift from the target to the initiator because only the initiator benefits from their relationship. d) Benchmarking is helpful only to corporate shareholders since the goal of benchmarking is profit maximization.

Individual measures offer only partial understanding of a company's production efficiency.

Which is true of total factor productivity measures vs. individual measures? a) Individual measures offer only partial understanding of a company's production efficiency. b) Total factor productivity is more sensitive to differences in costing conventions and accounting practices. c) Rising costs and/or decreasing sales will lead to higher productivity ratios. d) All of the above statements are true.

limit both topics and types of individuals within the group.

Which of the following accurately describes focus groups? Focus groups a) sequence questions from the more specific to the least specific in topic concentration. b) limit both topics and types of individuals within the group. c) draw individuals with varied characteristics to discuss specific subjects. d) require participants to persuade others to their viewpoints.

Form-fault pathways and force analysis.

Which of the following is not a methodology used to make designs more reliable? a) Failure modes and effects analysis. b) Fault-tree analysis. c) Form-fault pathways and force analysis. d) Failure modes, effects, and criticality analysis.

Worker training - rewards for quality service.

Which of the following is not an attribute of leaders in services per Parasuraman, Zeithamel, and Berry? a) Worker training - rewards for quality service. b) High standards - quality with a focus on detail. c) In-the-field style of management - managers located where customer service occurs. d) Service vision - quality as the force underlying business success.

Lack of employee involvement within the benchmarking firms.

Which of the following is not considered to be a key problem with benchmarking? a) Difficulty in identifying benchmarking firms in other industries. b) Lack of employee involvement within the benchmarking firms. c) Obtaining cooperation from firms in the industry. d) Large investment of time and money involved in benchmarking.

Bowtie diagram - interrelate process threats and their related consequences.

Which of the following is not part of the new seven (N7) tools as developed by the Japanese Society for QC Technique Development? a) Process decision program chart - marks countermeasures to problems as either feasible or not feasible. b) The affinity diagram - a team creates a hierarchy of ideas on a large surface. c) Bowtie diagram - interrelate process threats and their related consequences. d) The interrelationship digraphs - shows interrelationships between different issues after an affinity diagram is constructed.

If common variation is high, a process could be stable but not capable.

Which of the following is true about process capability and stability? a) All of the other three answers are true about process capability and stability. b) It is uncommon that a process could be stable but not capable. c) If nonrandom variation is high, a process could be stable but not capable. d) If common variation is high, a process could be stable but not capable.

To use the ISO standard, a firm must plan processes, follow them, monitor them, correct deficiencies in them and continually improve them.

Which of the following is true of ISO 9000-2015? a) The ISO 9000-2015 standard was developed by the International Organization for Standardization in under one year. b) The ISO standard was developed so that Switzerland would have a standard that could be applied to their specific culture. c) To use the ISO standard, a firm must plan processes, follow them, monitor them, correct deficiencies in them and continually improve them. d) ISO 9000-2015 describes specific quality processes to use running a business or a firm.

Costs should not be discussed with competitors if costs are an element of product pricing.

Which of the following reflects benchmarking norms and practices? a) It is solely the target's responsibility to understand how the initiator's information should be managed as to privacy and legality. b) Costs should not be discussed with competitors if costs are an element of product pricing. c) Confidentiality is important, but it is understood that information obtained from benchmarking studies can be shared with other external parties. d) Given the nature of benchmarking, the target is expected to share more comprehensive information than the initiator.

a) Use zero for the lower limit.

While using Excel to draw a c and u charts, you compute the lower limit to be a negative number. You should: a) Use zero for the lower limit. b) Recompute because there is something wrong with your computation. c) Graph accordingly because this is not an uncommon occurrence. d) Use the negative number for the c chart but not the u chart.

All of the other three could be tallied via check sheet.

You have recently changed suppliers for a key raw material and would like to gather information about the new supplier's performance via computerized check sheet. Items you would likely measure include: a) Number of, and percentage of, deliveries that were late. b) Number of, and percentage of, deliveries that were incomplete. c) All of the other three could be tallied via check sheet. d) Number of, and percentage of, raw material defects.

d) u

You would like to know the average number of defects per unit. You should graph a ___ chart. a) n b) c c) p d) u