Operations Management Ch. 6 Pt. 2
A three sigma program has how many defects per million
2700
A six sigma program has how many defects per million
3.4
PDCA, developed by Shewhart, stands for Plan-Develop-Continue-Act
False
The Japanese use the term poka-yoke to refer to continuous improvement
False
The process improvement technique that sorts the vital few from the trivial many is
Pareto analysis
A cause-and-effect diagram helps identify the sources of a problem
True
A checklist is a type of poka-yoke
True
PDCA, developed by Shewhart, stands for Plan-Do-Check-Act
True
Pareto charts are a graphical way of identifying the few critical items from the many less important ones
True
Total quality management emphasizes
a commitment to quality that goes beyond internal company company issues to suppliers and customers
The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as
benchmarking
A fishbone chart is also known as a
cause-and-effect diagram
Kaizen is a Japanese term meaning
continuous improvement
PDCA is most often applied with regard to which aspect of TQM
continuous improvement
Building high morale organizations and building communication networks that include employees are both elements of
employee empowerment
One of Britain's largest children's hospitals working with Ferrari Racing is an example of
external benchmarking
Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a
flowchart
Poka-yoke is the Japanese term for
foolproof
A hospital benchmarked against Ferrari Racing in an effort to
improve patient handoff quality
The 4 M's of cause-and-effect diagrams are
material, machinery, manpower, and methods
Pareto charts are used to
organize errors, problems, or defects
Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the
quality loss function
Based on his 14 points, Deming is a strong proponent of
training and knowledge