YESSSSSSSSSSSSSSSSSSS

32) Identify the five steps of DMAIC.

(1) Define the project's purpose, scope, and outputs and then identify the required process information, keeping in mind the customer's definition of quality; (2) Measure the process and collect data; (3) Analyze the data, ensuring repeatability (the results can be duplicated), and reproducibility (others get the same result); (4) Improve, by modifying or redesigning, existing processes and procedures; and (5) Control the new process to make sure performance levels are maintained.

Identify the seven major concepts of TQM

(1) continuous improvement, (2) Six Sigma, (3) employee empowerment, (4) benchmarking, (5) just-in-time (JIT), (6) Taguchi concepts, and (7) knowledge of TQM tools.

23) The focus of ISO 9000 is to enhance success through what eight quality management principles?

(1) top management leadership, (2) customer satisfaction, (3) continual improvement, (4) involvement of people, (5) process analysis, (6) use of data-driven decision making, (7) a systems approach to management, and (8) mutually beneficial supplier relationships

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. a Pareto chart* b. a scatter diagram c. a Taguchi loss function d. a cause and effect diagram e. a flow chart

A

If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? a. 3.4 b. 6.0 c. 34 d. 2700 e. 6 times the monthly standard deviation of passengers

A

The "four Ms" of cause-and-effect diagrams are *a. material, machinery/equipment, manpower, and methods* b. material, methods, men, and mental attitude c. named after four quality experts d. material, management, manpower, and motivation e. none of the above

A

16) A Six Sigma program has how many defects per million?

A) 3.4

19) If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

A) 3.4

13) PDCA, developed by Shewhart, stands for which of the following?

A) Plan-Do-Check-Act

24) Which of the following statements regarding "Six Sigma" is TRUE?

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

19) Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to:

A) determine whether any of the organization's stakeholders are being wronged by poor quality products.

7) Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?

A) flexible pricing

17) A hospital benchmarked against Ferrari Racing in an effort to:

A) improve patient handoff quality

29) Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the:

A) quality loss function.

18) Stakeholders who are affected by the production and marketing of poor quality products include

A) stockholders, employees, and customers.

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

D) Taguchi concepts.

3) Which of the following statements regarding Arnold Palmer Hospital is FALSE?

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

16) "The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of:

D) W. Edwards Deming

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of categories. This is most closely related to the ____________ tool of TQM. a. Taguchi loss function *b. cause and effect diagram* c. scatter diagram d. histogram e. process control chart

B

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a a. Pareto chart *b. process chart* c. check sheet d. Taguchi map e. poka-yoke

B

The process improvement technique that sorts the "vital few" from the "trivial many" is a. Taguchi analysis *b. Pareto analysis* c. benchmarking d. Deming analysis e. Yamaguchi analysis

B

21) Total quality management emphasizes:

B) a commitment to quality that goes beyond internal company issues to suppliers and customers.

7) "Quality lies in the eyes of the beholder" is:

B) a user-based definition of quality.

18) One of Britain's largest children's hospitals working with Ferrari Racing is an example of:

B) external benchmarking.

9) Three broad categories of definitions of quality are:

B) user based, manufacturing based, and product based.

20) To become ISO 9000 certified, organizations must:

D) all of the above

22) A successful TQM program incorporates all EXCEPT which of the following?

D) centralized decision-making authority

Building high-moraleorganizations and building communication networks that include employees are both elements of a.ISO 9000 certification b.Six Sigma certification c.employee empowerment d.Taguchi methods e.the tools of TQM

C

Pareto charts are used to a. identify inspection points in a process b. outline production schedules *c. organize errors, problems, or defects* d. show material flow e. all of the above

C

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 a. continuous improvement b. employee empowerment *c. benchmarking* d. copycatting e. patent infringement

C

17) "Quality Is Free," meaning that the costs of poor quality have been understated, is the work of:

C) Philip B. Crosby

15) Which of the following statements is NOT true?

C) Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product

20) 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?

C) The average number of defects will be cut by 99.9997%.

8) "Making it right the first time" is:

C) a manufacturing-based definition of quality

28) 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:

C) benchmarking

14) PDCA is most often applied with regard to which aspect of TQM

C) continuous improvement

27) Building high-morale organizations and building communication networks that include employees are both elements of:

C) employee empowerment.

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 a. internal benchmarking b. Six Sigma c. ISO 9000 *d. Taguchi concepts* e. process control charts

D

A quality loss function includes all of the following costs except a. the cost of scrap and repair b. the cost of customer dissatisfaction c. inspection, warranty, and service costs *d. sales costs* e. costs to society

D

ISO 9000 seeks standardization in terms of a.products b.production procedures c.suppliers' specifications *d.procedures to manage quality* e.all of the above

D

15) A Three Sigma program has how many defects per million?

D) 2700

5) Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels?

D) 5

14) GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle?

D) cost of poor quality is underestimated

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

D) external failure costs

10) According to the manufacturing-based definition of quality:

D) quality is the degree to which a specific product conforms to standards.

30) A quality loss function includes all of the following costs EXCEPT:

D) sales costs.

12) Based on his 14 Points, Deming is a strong proponent of:

D) training and knowledge

Quality circles members are a. paid according to their contribution to quality b. external consultants designed to provide training in the use of quality tools c. always machine operators d. all trained to be facilitators *e. none of the above; all of the statements are false*

E

Techniques for building employee empowerment include a.building communication networks that include employees b.developing open, supportive supervisors c.moving responsibility from both managers and staff to production employees d.building high-moraleorganizations e.All of the above are techniques for employee empowerment.

E

6) A successful quality strategy features which of the following elements?

E) A, B, and C

26) Techniques for building employee empowerment include:

E) All of the above are techniques for employee empowerment

21) What is a set of quality standards developed by the International Organization for Standardization?

E) ISO 9000

25) Members of quality circles are:

E) None of the above; all of the statements are false.

11) Which of the following is NOT one of the major categories of costs associated with quality?

E) None of the above; they are all major categories of costs associated with quality.

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

E) The hospital uses all of the above techniques.

11) The philosophy of zero defects is

E) consistent with the commitment to continuous improvement.

23) Kaizen is a Japanese term meaning:

E) continuous improvement.

12) All of the following costs are likely to decrease as a result of better quality EXCEPT:

E) maintenance costs

1) Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary.

False

1) Quality is mostly the business of the quality control staff, not ordinary employees.

False

10) The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

False

2) An improvement in quality must necessarily increase costs

False

2) Conforming to standards is the focus of the product-based definition of quality.

False

5) Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.

False

7) Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions

False

33) Explain how just-in-time processes relate to the quality of an organization's outputs.

JIT reduces costs of quality by lowering waste and scrap. JIT improves quality by shortening the time between error detection and error correction. Meanwhile, better quality means less inventory and a better JIT system.

22) Identify the four costs of quality. Which one is hardest to evaluate? Explain.

The four costs are internal failure, external failure, prevention, and appraisal. The hardest category to estimate is external failure costs, or costs that occur after delivery of defective parts or services. These costs are very hard to quantify

1) Pareto charts are a graphical way of identifying the few critical items from the many less important

True

1) The definition of quality adopted by The American Society for Quality is a customer-oriented (i.e., user based) definition

True

2) A cause-and-effect diagram helps identify the sources of a problem.

True

2) TQM is important because each of the ten decisions made by operations managers deals with some aspect of identifying and meeting customer expectations

True

3) Internal failure costs are associated with scrap, rework, and downtime.

True

3) The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process, product, or service capability; the other is a comprehensive system for achieving and sustaining business success.

True

4) Continuous improvement is based on the philosophy that any aspect of an operation can be improved.

True

4) Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects.

True

5) Kaizen is similar to TQM in that both are focused on continuous improvement

True

6) Improved quality can increase profitability via allowing flexible pricing.

True

6) Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.

True

8) Line employees need the knowledge of TQM tools

True

9) One of the ways that just-in-time (or JIT) influences quality is that by reducing inventory, bad quality is exposed

True

Which of the following statements regarding "Six Sigma" is true? *a. The term has two distinct meanings—oneis statistical; the other is a comprehensive quality system.* b. Six Sigma means that about 94 percent of a firm's output is free of defects. c. The Six Sigma program was developed by Toyota in the 1970's. d. The Six Sigma program is for manufacturing firms, and is not applicable to services. e. Six Sigma certification is granted by the International Standards Organization (ISO).

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

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to *a. determine whether any of the organization's stakeholders are violated by poor quality products* b. gain ISO 14000 certification for the organization c. obtain a product safety certificate from the Consumer Product Safety Commission d. have the organization's legal staff write disclaimers in the product instruction booklets e. compare the cost of product liability to the external failure cost

a. determine whether any of the organization's stakeholders are violated by poor quality products

Stakeholders who are affected by the production and marketing of poor quality products include *a. stockholders, employees, and customers* b. suppliers and creditors, but not distributors c. only stockholders, creditors, and owners d. suppliers and distributors, but not customers e. only stockholders and organizational executives and managers

a. stockholders, employees, and customers

Total quality management emphasizes a. the responsibility of the quality control staff to identify and solve all quality-relatedproblems *b. a commitment to quality that goes beyond internal company issues to suppliers and customers* c. a system where strong managers are the only decision makers d. a process where mostly statisticians get involved e. ISO 14000 certification*

b. a commitment to quality that goes beyond internal company issues to suppliers and customers

"Quality is defined by the customer" is a. an unrealistic definition of quality *b. a user-based definition of quality* c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality

b. a user-based definition of quality

Three broad categories of definitions of quality are a. product quality, service quality, and organizational quality *b. user-based,manufacturing-based,andproduct-based* c. internal, external, and prevention d. low-cost,response, and differentiation e. Pareto, Shewhart, and Deming

b. user-based,manufacturing-based,andproduct-based

Quality Is Free," meaning that the costs of poor quality have been understated, is the work of a. W. Edwards Deming b. Joseph M. Juran *c. Philip B. Crosby* d. Crosby, Stills, and Nash e.Armand Feigenbaum

c. Philip B. Crosby

Which of the following statements is not true? a.Self-promotionis not a substitute for quality products. b. Inferior products harm a firm's profitability and a nation's balance of payments. *c. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product.* d. Quality—beit good orbad—willshow up in perceptions about a firm's new products, employment practices, and supplier relations. e. Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.

c. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product.

"Making it right the first time" is a. an unrealistic definition of quality b. a user-baseddefinition of quality *c. a manufacturing-baseddefinition of quality* d. a product-baseddefinition of quality e. the definition proposed by the American Society for Quality

c. a manufacturing-baseddefinition of quality

Suppose that a firm has historically been achieving "three-sigma"quality. If the firm later changes its quality management practices such that begins to achieve"six-sigma"quality, which of the following phenomena will result? a. The average number of defects will be cut in half. b. The specification limits will be moved twice as far from the mean. c. The average number of defects will be cut by 99.9997%. *d. The average number of defects will be cut by 99.87%.* e. The average number of defects will be cut by 99.73%.

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

"Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of a. Vilfredo Pareto b. Armand Feigenbaum c. Joseph M. Juran *d. W. Edwards Deming* e. Philip B. Crosby

d. W. Edwards Deming

To become ISO 9000 certified, organizations must a. document quality procedures b. have an onsite assessment c. have an ongoing series of audits of their products or service *d. all of the above* e. none of the above

d. all of the above

A successful TQM program incorporates all of the following except a. continuous improvement b. employee involvement c. benchmarking *d. centralized decision-makingauthority* e. none of the above; a successful TQM program incorporates all of the above

d. centralized decision-makingauthority

According to the manufacturing-baseddefinition of quality, a. quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost b. quality depends on how well the product fits patterns of consumer preferences c. even though quality cannot be defined, you know what it is *d. quality is the degree to which a specific product conforms to standards* e. quality lies in the eyes of the beholder

d. quality is the degree to which a specific product conforms to standards

Based on his 14 Points, Deming is a strong proponent of a. inspection at the end of the production process b. an increase in numerical quotas to boost productivity c. looking for the cheapest supplier *d. training and knowledge* e. all of the above

d. training and knowledge

Which of the following statements best describes the relationship between quality management and product strategy? a. Product strategy is set by top management; quality management is an independent activity. b. Quality management is important to the low-costproduct strategy, but not to the response or differentiation strategies. c. High quality is important to all three strategies, but it is not a critical success factor. d. Managing quality helps build successful product strategies. e. Companies with the highest measures of quality were no more productive than other firms.

d.Managing quality helps build successful product strategies.

Which of the following is true about ISO 14000 certification? a. It is not a prerequisite for ISO 9000 certification. b. It deals with environmental management. c. It offers a good systematic approach to pollution prevention. d. One of its core elements is life-cycleassessment. *e. All of the above are true.*

e. All of the above are true.

The philosophy of zero defects is a.the result of Deming's research b.unrealistic c.prohibitively costly d. an ultimate goal; in practice, 1 to 2% defects is acceptable *e. consistent with the commitment to continuous improvement*

e. consistent with the commitment to continuous improvement

All of the following costs are likely to decrease as a result of better quality except a. customer dissatisfaction costs b. inspection costs c. scrap costs d. warranty and service costs *e. maintenance costs*

e. maintenance costs

Which of the following is not one of the major categories of costs associated with quality? a. prevention costs b. appraisal costs c. internal failures d. external failures *e. none of the above; they are all major categories of costs associated with quality*

e. none of the above; they are all major categories of costs associated with quality