Quiz 4

A Six Sigma program has how many defects per million?

3.4

A manager tells her production employees, "It's no longer good enough that your work fall anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of

Taguchi concepts

Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that it begins to achieve "six-sigma" quality, which of the following phenomena will result?

The average number of defects will be cut by 99.87%.

Which of the following statements regarding Arnold Palmer Hospital is false?

The hospital's high quality is measured by low readmission rates, not patient satisfaction.

Which of the following statements regarding "Six Sigma" is true?

The term has two distinct meanings-one is statistical; the other is a comprehensive quality system.

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using

a Pareto chart

A fishbone diagram is also known as a

cause-and-effect diagram

A successful TQM program incorporates all of the following except

centralized decision-making authority

"Kaizen" is a Japanese term meaning

continuous improvement

The goal of inspection is to

detect a bad process immediately

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

When a sample measurement falls inside the control limits, it means that

if there is no other pattern in the samples, the process is in control

All of the following costs are likely to decrease as a result of better quality except

maintenance costs

Pareto charts are used to

organize errors, problems, or defects

What refers to training and empowering frontline workers to solve a problem immediately?

service recovery

Arnold Palmer Hospital uses which of the following quality management techniques?

Pareto charts flowcharts benchmarking Just-in-Time >>The hospital uses all of the above techniques.

Which of the four major categories of quality costs is particularly hard to quantify?

external failure costs

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is

out of control and the process should be investigated for assignable variation

Which of the following is not one of the major categories of costs associated with quality?

prevention costs appraisal costs internal failures external failures >>None of the above; they are all major categories of costs associated with quality.