topic 8

The Ishikawa cause-and-effect diagram is also known as the Ishi's quality diagram Pareto diagram Push back diagram Fishbone diagram

Fishbone diagram

Which "Quality of Product" dimension would you be assessing when asking the question, "Does the product do what you want it to do?" Serviceability Conformance Performance Durability Reliability

Performance

What are the four stems to E. Edward Deming's four-step continuous improvement processes? Plan, Do, Check, Act Review, Plan, Find, Repeat Check, Repeat, Reassess, Act Stop, Review, Regroup, Start

Plan, Do, Check, Act

The total-cost-of quality framework breaks out quality costs into which four categories Prevention costs, appraisal costs, Internal failure costs, external failure costs Internal failure costs, appraisal costs, preventions costs, accreditation costs Appraisal costs, external failure costs, accreditation costs, aggregate costs Accreditation costs, routing costs, external failure costs

Prevention costs, appraisal costs, Internal failure costs, external failure costs

Which of the following is not one of the steps in W. Edward Deming's PDCA cycle? Check Procrastinate Do Act Plan

Procrastinate

How is the statistical concept of six sigma used? Consistently meets established quality, cost, delivery, financial and cost objectives Uses tools to help you identify which type of variation is present in your processes as well as how to address that variation to improve your process Partners between distribution channel members that changes the traditional replenishment process from distribution-generated purchase orders Meets adjustments to change or switchover the type of products produced on a manufacturing line

Uses tools to help you identify which type of variation is present in your processes as well as how to address that variation to improve your process

Quality has more influence on a company than any other value-added dimensions. TrueFalse

true

Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram? People Methods Machines Materials All of the above

All of the above

A control chart that measures attributes measures what? Characteristics that are soft and pliable Characteristics that can be controlled Characteristics that can be measured on a continuum of value like weight and volume Characteristic that has a discrete value and can be counted

Characteristic that has a discrete value and can be counted

With respect to control chart logic, controls limits based on the level of confidence you want to have the process perform at is called? Target Confidence Quality Variability

Confidence

By investing in prevention and appraisal costs, your real goas is what? Approved suppliers for doing business Understand and computerize the human thought process Identify and eliminate the causes of problems before they occur Refer to the lowest level of division for a process or a product

Identify and eliminate the causes of problems before they occur

Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram? Environment, prices and materials Materials, measurements and environment Measurements, environment and prices Prices, and materials and measurements

Materials, measurements and environment

Which of the following tools would you use to identify the most-likely cause of a quality problem? Brainstorming session PDCA analysis A fishbone diagram Ishikawa cause-and-effect diagram Pareto chart

Pareto chart

Which of the following helps you make priorities visible by showing the frequency at which each cause occurs? Fishbone diagram PDCA Pareto diagram Ishikawa cause-and-effect diagram

Pareto diagram

Which "Quality of Product" dimension would you be assessing when asking the question, "Is the product relatively easy to maintain and repair?" Durability Reliability Conformance Performance Serviceability

Serviceability

If you want to be six-sigma certified, what do you need to do? Enforce regulations by the US Manufacturing Association Sell additional products to a customer during a sales call Successfully complete the Kukkiwon's 3rd Taekwondo Promotion test Show you are an effective project manager and have participated in quality-improvement projects

Show you are an effective project manager and have participated in quality-improvement projects

The tool that monitors processes and keeps them production high-quality products is? Statistical process control Process capability ratio Reengineering Returns defect analysis

Statistical process control

Which "Quality of Service" dimension would you be assessing when asking the question, "How pleasing is the appearance of the physical facilities, equipment, personnel, and communication materials?" Tangibles Empathy Responsiveness Assurance Reliability

Tangibles

With respect to control chart logic, processes that are designed to produce to a specific quality number is called? Confidence Quality Variability Target

Target

Six Sigma is built on which very critical fact? Mannerisms are inherent in human acts during the purchasing process It takes time for cash to flow back into the company after it has been spent Variability in a process produces defects, errors, and waste Capacity should be understood and defined for each level in the organization

Variability in a process produces defects, errors, and waste

Statistical process control charts measure what? Attributes and rates Variables and attributes Quality and variables Rates and quality

Variables and attributes

Which quality guru is responsible for the four step—Plan, Do, Check, Act (PDCA)—cycle that is used by almost every global manufacturer today? W. Edward Deming Joseph M. Juran Armand V. Feigenbaum Shigeo Shingo

W. Edward Deming

What is guardbanding? When engineers set product specifications tighter than they need to be Keeping the workplace clean and neat by making cleaning a daily activity A practice that uses point-of-sale scanner data to manage payment, promotion and replenishment Capturing mutual agreements on the work activity deliverables

When engineers set product specifications tighter than they need to be

Under what circumstances would you use process capability analysis? You need to find out what is causing poor quality You don't know what you are doing You want to improve the performance process You want to verify that the process is capable of consistently producing good outputs

You want to verify that the process is capable of consistently producing good outputs

To achieve quality at the source, you need to focus on which of the following? Prevention Personal responsibility Standardization All of the above

all of the above

Which of the following is a definition of Quality? a. Conformance to specifications b. Whether or not a product or service lives up to customer expectations c. The act of making a group or individual responsible for certain activities or outcomes d. All of the above e. Only a and b

e. Only a and b

As a rule of thumb, a Cpk of less than 1.5 indicates that your process can meet your desired quality levels.

false

In the process capability ratio, six sigma captures almost 88% of the process variability.

false

In the process capability ratio, the farther off center the process is operating, the more likely it is to produce unacceptable parts. This adjustment is represented by which symbol? λ µ P k

k

A control chart that is constructed using a proportion is called a/an... s-chart p-chart R-chart x̄ chart

p-chart

The goal for the size of the Santa on a Christmas Santa cup is 3.5 cm with an acceptable tolerance of ± 0.9 cm. The grand mean of the size of the Santa from the samples that were taken is 3.4 cm and the standard deviation is 0.28 cm. What is CP? (rounded to three decimals) 1.071 0.007 0.700 1.000 0.701

1.071

What does a process capability analysis allow you to do? Meets adjustments to change or switchover the type of products produced on a manufacturing line Allows you to visualize the status of inventory in the supply chain from some point upstream Verify that your process is capable of performing at your desired quality level Help make the decision for which carrier to use for a service route

Verify that your process is capable of performing at your desired quality level

The core objective in six sigma is to reduce variation in processes.

true

You need to evaluate services quality a little differently than you evaluate product quality.

true

A control chart that is constructed using a mean is called a/an... s-chart x̄ chart p-chart R-chart

x̄ chart