Quality Assurance Final Exam Study Guide

Rank order, from first to last, the following steps in the continuous improvement process.

(D) 3, 4, 2, 1 1. Reduce variation 2. Streamline the process 3. Understand the process 4. Error proof the process

Which of the following is NOT necessary for team effectiveness?

-Company management directly participates as a team member.- is: The team's purpose is clearly understood and supported by all members. The team is accountable for specific measurable outcomes. A process exists for establishing goals and objectives.

Deming's philosophy's on quality control caught on in the US in this year, after a documentary was aired about his work.

1980

Which of the following tools would be most appropriate for collecting data to study the symptoms of a problem?

A check sheet

Which of the following is the best definition of a flowchart?

A picture used to separate steps of a process in sequential order

Which of the following is not a definition of teams?

A staff meeting, conference, seminar, educational course, unless functioning as a team

A quality philosophy is defined as

A system of fundamental or motivating principles that form a basis for action or belief.

Which of the following tools is most likely to be used to organize a list of ideas generated during a brainstorming session?

Affinity diagram

The facilitator for a quality improvement team should have which of the following characteristics?

An in-depth understanding of process improvement tools and experience in implementing them

The inspection and testing of finished product should be classified as which of the following costs of quality?

Appraisal

Which of the following methods is used to develop an exhaustive list of ideas about a subject?

Brainstorming

According to Crosby, quality is

Conformance to requirements

A type of line graph used to assess the stability of a process is called a

Control Chart

The most important measurement for customer satisfaction is

Customer retention

Operational planning deals with

Developing day-to-day operating procedures that ensure the quality of individual products and services

Strategic planning deals with

Developing the long-range strategies of the organization

___________ allows unplanned problems to be dealt with quickly and safely.

Documentation

Select the attributes of a good team leader

Facilitates discussion without dominating Actively Listens

A natural team is cross-functional and temporary

False

An example of a good supplier-organization partnership is closed sharing of organization and supplier quality information.

False

Automotive suppliers who are certified under ISO/TS16949 are required to conduct periodic Phased PPAP reviews while a product is being developed.

False

Employee learning and motivation is not one of the criteria for the Baldrige Award for manufacturing services and small business.

False

Good quality is a poor marketing tool

False

Process improvement teams are always cross-functional

False

There is no difference between job enrichment and job enlargement.

False

Typically, a project team employs members part-time for parts of the project.

False

Employees are not a factor in successfully implementing a quality system.

False, They are.

Project teams must be cross-functional.

False.

State and local governments frequently have their own quality awards based on the ISO certification system.

False.

There are seven steps in the Deming Chain Reaction.

False. (8)

There are seven quality management principles that form the basis of current international quality management requirements.

False. (Eight)

Transforming a traditional work culture to self-management is an easy task that can be accomplished without creating workforce turmoil.

Fasle

Which is a definition of quality?

Fitness for use

Which is an attribute of a team champion?

Has perseverance and stamina

In the 2006 Baldrige National Quality Program, what does Customer and Market Focus measure?

How your organization determines the requirements, needs, expectations, and preferences of customers and markets

In the 2006 Baldrige National Quality Program, what does Measurement, Analysis, and Knowledge Management measure?

How your organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets

In the 2006 Baldrige National Quality Program, what does Strategic Planning measure?

How your organization selects, gathers, analyzes, manages, and improves its data, information, and knowledge assets

In the 2006 Baldrige National Quality Program, what does the leadership category measure?

How your organization's senior leaders guide and sustain your organization's governance and how your organization addresses its ethical, legal, and community responsibilities

In the 2006 Baldrige National Quality Program, what does Human Resource Focus measure?

How your organization's work systems and employee learning and motivation enable all employees to develop and utilize their full potential in alignment with your organization's overall objectives, strategy, and action plans

Select two quality management system models.

ISO 9000:2000 family of quality management systems Baldrige National Quality Program Criteria for Performance Excellence

Currently, the ISO system applicable to the automotive industry is

ISO TS/16949

A system can be defined as a set of ______________ or _________________ processes.

Interrelated or interacting

Teams should be formed only when:

Its purpose and objectives can be traced upward in supporting the organization's strategies and plans.

A small experiment that uses an accelerated team approach focusing on getting process improvements within a week is called

Kaizen Blitz

A quality management principle is a comprehensive and fundamental rule or believe for __________ and ______________ an organization; it is aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all other stakeholders.

Leading and operating

A lack of quality can lead to losing not only current orders, but also

Loss of future orders

An example of a "natural team" is:

Made up of persons who have responsibility for a specific process or function and who work together in a participative environment.

Quality planning deals with

Meeting a specific customer's requirements

Customer satisfaction is defined as:

Meeting or exceeding the customers' requirements for product and service features, price, timeliness, and performance.

Variations in a process are usually

Minor

Suppliers benefit from workign with quality organizations because of the partnerships that the organizations and suppliers establish in order to accomplish their

Mutual goals

According to the authors, which is a factor for determining that a team remain in functioning mode?

Nature and purpose of the team

A team is not appropriate when:

One small process is being changed that effects one employee.

A process is a set of interrelated or interacting activities that transforms inputs into

Outputs

Which of the following describes the Deming method for continuous improvement?

Plan-do-check-act cycle

Deming's Big Q relates to

Quality as a business concern

Which of the following is NOT one of the quality elements in the Juran Trilogy?

Quality audits (The trilogy is: Quality control Quality planning Quality improvement)

The top step of the Deming Chain Reaction is:

ROI

In order for a problem to be understood and solved correctly, which of the following must occur first?

Recognizing the problem

Which of the roles listed below are optional? Choose all that apply.

Scribe and Timekeeper

Which of the following is not a good attribute of a team member?

Sufficiently assertive to intervene in discussions to clarify a point

Which of the following is defined as a set of functions or activities that work together for the benefit of the organization?

System

Taguchi worked with

Terms of quality loss

Which of the following components probably would NOT be included in process documentation?

The organization's vision statement

A project team is formed:

To achieve a specific mission

Process audits serve which of the following functions?

To ensure standardized quality practices

According to the authors, in smaller organizations, it is likely that employees will work

Together, doing each others' jobs

Tactical planning deals with

Translating strategic objectives into actionable activities that must occur, on a short-term basis, to support the achievement of plans

A high-quality organization can focus on continuous improvement rather than just reacting to problems and cases of customer dissatisfaction.

True

A process improvement team working on incremental improvements is often composed of persons having a functional interest in improving a portion of the overall process, such as representatives from a specific functional work unit.

True

An example of a good supplier-organization partnership is supplier shipments of materials directly to the organization's production line for immediate use.

True

In a SIPOC analysis, the right side lists the outputs that go to customers.

True

In natural teams, the team leader is generally the person responsible for the function or process performed within the work areal.

True

Quality planning is the process of developing a master plan linked to organizational strategy, goals, and objectives that pertain to the quality of products or services to be delivered to customers.

True

Self-directed teams are authorized to make a wide range of decisions regarding how they handle various important issues.

True

Team member roles may be combined, depending on the size of the team and its purpose.

True

The organization's Vision and Strategy must be identified before creating a balanced scorecard, for it is at the center of all performance measures.

True

The project leader is the person to whom the ultimate responsibility for managing the resulting project outcome is assigned.

True

There are four steps to the evaluation process.

True

Employees need to understand that the outputs of his or her individual activities provide the inputs to the next person's process.

True.

Measurement is a key to ensuring teams are effective.

True.

Special cause variation results from

Unexpected or unusual occurrences that are not inherent in the process

Ideal team size is five members, in many situations. This may not always be true, however. From the list below, select the reason that is not justification for a larger team according to the authors:

Unlimited Funding

According to Crosby, which is not one of the four Absolutes of Quality Management?

What causes quality is appraisal, not conformity

When is having a scribe needed?

When there is a need for formal documentation

A product audit is best described as

a detailed examination of a finished product

In preparation for construction of a cause and effect diagram, it is important to

brainstorm ideas

One benefit of quality is that a reduction in errors can result in increased

cost savings

Quality is best defined as meeting

customer needs

The process of delegating decision-making authority to lower levels within the organization is the definition of

empowerment

Groupthink can be best described as

focusing on reaching any decision rather than the best decision

Tampering with a process

is making minor adjustments to a process because of perceived common cause variation

A project team is best described as a team that

is temporary in nature and has a specific focus

The best way for a timekeeper to help a team is to

keep track of time during the meeting and alert the team when allocated time is almost up

The "check" step of the plan-do-check-act (PDCA) cycle requires the team to

observe the effects of the change

Deming advocates ceasing dependence on mass inspection through the use of

process improvement

"Forming, storming, norming, and performing" are terms that describe

stages of team growth