SmartBook--Chapter 12: Six Sigma Quality

The cost of quality has been estimated at what percentage of every sales dollar? - 5-10% - 10-15% - 15-20% - 20-25% - Over 25%

- 15-20%

Match these quality terms with their meaning. - Conformance quality - Quality at the source - Cost of quality (COQ) - Dimensions of quality - Criteria by which quality is measured - The philosophy of making workers personally responsible for the quality of their output - Expenditures related to achieving product or service quality, such as the cost of prevention, appraisal, internal failure, and external failure. - The degree to which the product or service design specifications are met.

- Conformance quality: The degree to which the product or service design specifications are met. - Quality at the source: The philosophy of making workers personally responsible for the quality of their output - Cost of quality (COQ): Expenditures related to achieving product or service quality, such as the cost of prevention, appraisal, internal failure, and external failure. - Dimensions of quality: Criteria by which quality is measured

Match the quality gurus with their respective definitions of quality. - Crosby: - Deming: - Juran: - Fitness for use (satisfies customer's needs). - Conformance to requirements. - A predictable degree of uniformity and dependability at low cost and suited to the market.

- Crosby: - Deming: - Juran:

What term refers to the inherent value of the product in the marketplace? - Conformance - Reliability - Performance - Design quality

- Design quality

Select all that apply Which of the following are key aspects of the Shingo system? Check all that apply. Multiple select question. Drastic cuts in equipment setup times Continuous reinforcement and rewards Setting of stretch objectives for improvement Use of source inspection and the poka-yoke system to achieve zero defects

- Drastic cuts in equipment setup times - Use of source inspection and the poka-yoke system to achieve zero defects

The costs of quality are generally classified into four types. Match those costs with their definitions. - External failure costs - Appraisal costs - Prevention costs - Internal failure costs - The sum of all the costs to prevent defects, such as the costs to identify the cause of the defect, to implement corrective action to eliminate the cause, to train personnel, to redesign the product or system, and to purchase new equipment or make modifications. - Costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable. - Costs for defects that pass through the system: customer warranty replacements, loss of customers or goodwill, handling complaints, and product repair. - Costs for defects incurred within the system: scrap, rework, repair.

- External failure costs: Costs for defects that pass through the system: customer warranty replacements, loss of customers or goodwill, handling complaints, and product repair. - Appraisal costs: Costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable. - Prevention costs: The sum of all the costs to prevent defects, such as the costs to identify the cause of the defect, to implement corrective action to eliminate the cause, to train personnel, to redesign the product or system, and to purchase new equipment or make modifications. - Internal failure costs: Costs for defects incurred within the system: scrap, rework, repair.

Select all that apply Which of the following are assumptions that justify the costs of quality? Check all that apply. - Failures occur - Internal failures generally cost more than external failures - Performance can be measured - Prevention is cheaper

- Failures occur - Performance can be measured - Prevention is cheaper

Multiple Select Question Select all that apply A poka-yoke is a simple practice that does which of the following? Check all that apply. Multiple select question. Prevents defective raw materials from being used. Lets the customer know when there is a potential defect. Gives rapid feedback of abnormalities Prevents the worker from making an error

- Gives rapid feedback of abnormalities - Prevents the worker from making an error

Select all that apply External benchmarking is analysis of which of the following? Check all that apply. Multiple select question. Only the very best performing firm Excellent performers outside the industry Companies that need improvement Industry competitors

- Industry competitors - Excellent performers outside the industry

Expenditures related to achieving product or service quality include all of the following except: - Manufacturing costs - Failure costs - Appraisal costs - Prevention costs

- Manufacturing costs

Match these dimensions of design quality with their meaning. - Performance - Features - Reliability/durability - Serviceability - Aesthetics - Perceived quality - Ease of repair - Added touches, bells and whistles, secondary characteristics - Consistency of performance over time, probability of failing, useful life - Primary product or service characteristics - Sensory characteristics (sound, feel, look, and so on). - Past performance and reputation

- Performance: Primary product or service characteristics - Features: Added touches, bells and whistles, secondary characteristics - Reliability/durability: Consistency of performance over time, probability of failing, useful life - Serviceability: Ease of repair - Aesthetics: Sensory characteristics (sound, feel, look, and so on). - Perceived quality: Past performance and reputation

Which dimension of design quality refers to the ease of repair? - Reliability - Aesthetics - Serviceability - Performance

- Serviceability

Multiple Select Question Select all that apply Successful implementation of Six Sigma is based on using what? Check all that apply. Multiple select question. Technical methodologies Sound personnel practices Black belts Master black belts

- Technical methodologies - Sound personnel practices

Select all that apply The ISO 9000 standards are based on a number of quality management principles. These principles focus on what related to the following areas in the firm? Check all that apply Multiple select question. Getting good quality from suppliers Collection of data Involvement of people Continual improvement Process approach Leadership Top leadership Customer focus

-Process approach -Continual improvement -Involvement of people -Leadership -Customer focus

A total of up to _____ Malcolm Baldrige National Quality Awards may be given annually.

18

It is generally believed that the correct cost for a well-run quality management program should be under what amount? Multiple choice question. A well-run quality management program should we so well run that its net cost is zero or below. 2.5% 3% 4% 5% 6%

2.5%

Candidates for the Malcolm Baldrige National Quality Award must submit an application of up _____ to pages that details the approach, deployment, and results of their quality activities.

50 or fifty

Provides methods for collecting, analyzing, and interpreting data for inspection by attributes, parts relate to inspection by variables. Multiple choice question. ANSI/ASQ Z1.4-2003 ISO 14001 ISO/TS 16949 TL 9000 QS-9000

ANSI/ASQ Z1.4-2003

Which of the following is not a dimension of quality? Durability Aesthetics Perceived quality Appraisal

Appraisal

When comparing your company's performance to another company, you are performing what type of analysis? Multiple choice question. Six Sigma Benchmarking TQM DMAIC

Benchmarking

The _____ _____for _____ is a specialized international agency recognized by affiliates in more than 160 countries. They publish ISO standards.

Blank 1: International Blank 2: Organization Blank 3: Standardization

The idea behind the ISO standards is that defects can be prevented through the planning and application of _____ _____at every stage of business

Blank 1: best Blank 2: practices

The ISO standards ask a company first to _____ and _____ its systems for quality management.

Blank 1: document Blank 2: implement

Also called fishbone diagrams. Multiple choice question. Opportunity flow diagram Run chart Pareto chart Flowchart Cause-and-effect diagram Data collection forms Process control chart

Cause-and-effect diagram

Which quality term refers to the degree to which the product or service design specifications are met? Multiple choice question. - Design - Quality at the source - Conformance - Dimension of quality

Conformance

In the acronym DMAIC, what does the C stand for? Multiple choice question. Continuous improvement Charts Control Conformance

Control

Match the quality gurus with their respective improvement basis. - Crosby - Deming - Juran - A process, not a program; improvement goals - Project-by-project team approach; set goals - Continuous to reduce variation; eliminate goals without methods.

Crosby: A process, not a program; improvement goals Deming: Continuous to reduce variation; eliminate goals without methods. Juran: Project-by-project team approach; set goals

Match the quality gurus with their respective performance standard/motivation.

Crosby: Zero defects. Juran: Avoid campaigns to do perfect work. Deming: Quality has many "scales"; use statistics to measure performance in all areas; critical of zero defects.

_____ arise because people make errors.

Defects

What is the purpose of single-minute exchange of die (SMED) procedures in the Shingo System? Multiple choice question. Drastic cuts in equipment setup times Use of source inspection and the SMED to achieve zero defects Continuous reinforcement and rewards

Drastic cuts in equipment setup times

Where in a process is there an opportunity for defects? Multiple choice question. Final step or activity Every step or activity First step or activity Critical steps or activities

Every step or activity

Select all that apply A project champion is usually drawn from what levels of an organization? Multiple select question. Line employee Management Project manager Executive

Executive

Select all that apply A project champion is usually drawn from what levels of an organization? Multiple select question. Project manager Management Executive Line employee

Executive

Warranty costs and customer complaints are examples of which type of quality cost? Multiple choice question. Appraisal costs Internal failure costs Prevention costs External failure costs

External failure costs

Which of the following tools can be used in the Define step of the DMAIC cycle? Multiple choice question. Run charts Flow charts Cause-and-effect diagrams Checksheets

Flow charts

Shows the major steps in a process as part of a SIPOC (supplier, input, process, output, customer) analysis. Multiple choice question. Opportunity flow diagram Cause-and-effect diagram Data collection forms Process control chart Pareto chart Flowchart Run chart

Flowchart

Which type of "belt" is for employees who have received enough training to participate in a team? Multiple choice question. Green belt Master black belt Black belt Blue belt

Green belt

In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables? Multiple choice question. Improve Measure Control Analyze

Improve

The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls versus which country?

Japan

Where a product is involved, who is responsible for ensuring that quality specifications are met?

Manufacturing management

Where a product is involved, who is responsible for ensuring that quality specifications are met? Multiple choice question. The suppliers of the parts used The operations manager Top management Manufacturing management

Manufacturing management

You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma standards? Multiple choice question. Yes No Not enough information

NoDPMO would need to be 3.4 or below for Six Sigma

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components? Multiple choice question. Flow charts Control charts Pareto charts Run charts

Pareto charts

Which of the following is not a quality management standard in ISO 9000? Multiple choice question. Continual improvement Customer focus Process approach Product design

Product design

In Europe, there is strong motivation to choose ISO 9000-certified suppliers. Why? Multiple choice question. Lower cost of components Faster delivery of components Reduced liability Higher quality of components

Reduced liability

What term refers to the philosophy and methods that companies use to eliminate defects in their products and processes? Multiple choice question. Quality Design quality DPMO Six Sigma

Six Sigma

_____ inspection is performed by the individual worker, except instead of checking for defects, the worker checks for the errors that will cause defects.

Source

_____ check inspection is performed by the next person in the process or by an objective evaluator such as a group leader.

Successive

Defines the telecommunications quality system requirements for the design, development, production, delivery, installation, and maintenance of products and services in the telecommunications industry. Multiple choice question. ISO 14001 QS-9000 ANSI/ASQ Z1.4-2003 TL 9000 ISO/TS 16949

TL 9000

What does DPMO measure? Multiple choice question. The variability of a process The productivity of a process The efficiency of a process How well a manager is performing

The variability of a process

Which is the best form of ISO certification? Multiple choice question. First party Second party Third party There is no best form

Third party

True or False Question True or false: An error is inevitable in production, defects can be prevented.

True

True or false: Lean Six Sigma combines the tools of Six Sigma with the concepts of lean manufacturing? True false question. True False

True

True or false: Professionals are given martial arts titles reflecting their skills and roles regarding Six Sigma. True false question. True False

True

True or false: Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.

True

What do Six Sigma programs seek to reduce in processes? Redundancy Excess Standardization Variation

Variation

Quality at the source is often discussed in the context of ______________ quality. low meeting extremely high conformance

conformance

A _____ is simply any component that does not fall within the customer's specification limits.

defect

ISO 9000 and ISO 14000 are _____ standards for quality management and assurance.

international

The term _____ is a focus on reducing cost by lowering raw material, work-in-process, and finished goods inventory to an absolute minimum.

lean

When assembling a child's toy at home, a piece can only be fitted with another specific piece. This is an example of a(n): Multiple choice question. poka-yoke kaizen self-check poor design

poka-yoke

TQM stands for:

total quality management