Ch 10 learnsmart

The cost of quality has been estimated at what percentage of every sales dollar?

15-20%

Total quality management became a national concern in the United States during what decade?

1980s Reason: TQM became a national concern in the 1980s when durable goods from the best American manufacturers showed higher than average defects compared to those from the poorest Japanese manufactures.

The standard practice in statistical process control for variables is to set control limits to how many standard deviations from the mean?

3 Reason: Control limits of plus or minus 3 standard deviations are commonly used.

How many defects per million units are permitted to meet Six Sigma standards?

3.4

For a process to be considered six sigma capable, the design specification limits are ______ standard deviations away from the process mean.

6

Which term describes sampling performed on goods that already exist to determine what percentage of products conform to specifications?

Acceptance sampling

Which of the following is not a dimension of quality?

Appraisal Performance, features, reliability/durability, serviceability, aesthetics, perceived quality

Which of the following is variation that is caused by factors that can be clearly identified?

Assignable variation

Which quality term refers to the degree to which the product or service design specifications are met?

Conformance

Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?

Failure mode and effect analysis

Which is the ISO certification regarding quality management requirements in business-to-business dealings?

ISO 9000

Which of the following is an example of a variable? Multiple choice question. Inspecting a car's paint finish for blemishes Inspecting a piece of lumber for knotholes Inspecting the diameter of holes drilled into a pipe Inspecting a roll of fabric for snags

Inspecting the diameter of holes drilled into a pipe

Which of the following is not an example of when to use a c-chart? Multiple choice question. Inspecting the diameter of holes drilled into a pipe Inspecting a car's paint finish for blemishes Inspecting a roll of fabric for snags Inspecting a piece of lumber for knotholes

Inspecting the diameter of holes drilled into a pipe Reason: C-charts are not used when the characteristic can be measured.

When a service is being provided, who is typically responsible for ensuring quality at the source?

Location operations manager Reason: For services, the location operations manager is responsible for quality at the source, while in manufacturing it is the responsibility of manufacturing management.

The graphical display of the probability of accepting lots with varying percentages of defects is termed?

Operating characteristic curves

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?

Pareto charts

Which of the following are typical objectives of process control plans? Multiple select question. Develop new processes. Provide information about whether items are meeting design specifications. Identify new design specifications. Detect shifts in the process.

Provide information about whether items are meeting design specifications. Detect shifts in the process.

DMAIC is an acronym that stands for which set of terms?

Reason: Define, Measure, Analyze, Improve, Control (DMAIC)

The range of allowable values associated with a process (given the intended use of the product) is known as which of the following?

Specification limits

ISO, international standards for quality management and assurance, was developed by?

The International Organization of Standardization

To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?

The person who does the work Reason: Quality at the source requires that the person who does the work has responsibility for making sure that the output meets specifications.

When the mean and standard deviation of a process is operating such that the control limits are acceptable relative to specification limits, the process is said to be

capable

Which of the following is variation that is inherent in the process itself?

common variation

What term refers to the inherent value of the product in the marketplace?

design quality

The process of looking outside the company to compare the firm to excellent performers is called_____ benchmarking

external

True or false: ISO 9000 recognizes companies each year for outstanding quality management systems.

false Reason: ISO 9000 is not a quality recognition system, it is a reference for quality management requirements.

True or false: Companies should only benchmark firms that are in the same industry to get accurate results.

false Reason: Benchmarking is process driven, so it is often not a firm in the same industry that is chosen to measure performance against.

Process limits relate to how consistent the process is for making a product. the number of trade-offs involved in determining the upper and lower specification limits. the design of a part. how consistent the process is with 100% inspection.

how consistent the process is for making a product.

In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?

improve

When measuring variables, it is often preferable to use a small sample size because Multiple select question. large samples require more complex calculations. large samples contain too many defects. large samples give more narrow process control limits. small samples can be gathered quickly. small samples are less costly.

large samples give more narrow process control limits. small samples can be gathered quickly. small samples are less costly.

If the percentage of defectives in acceptance sampling is greater than a specified amount, it is termed with which of the following? Low quality LCL UCL Acceptable

low quality

The underlying distribution for the c-chart is which of the following?

poisson

Which of the following is defined as the difference between the highest and lowest numbers in a sample?

range

The cost of quality involves the cost of rework. warranties. supplies. scrap.

rework. warranties. scrap. Reason: Cost of quality refers to costs with rework, scrap, inspections, repeated service, tests, warranties, and other quality related issues.

Which dimension of design quality refers to the ease of repair?

serviceability

What term refers to the philosophy and methods that companies use to eliminate defects in their products and processes?

six sigma Reason: The Six Sigma approach refers to the philosophy and methods that companies use to eliminate defects in their products and processes.

Which of the following terms describes testing a random sample of output from a process to determine whether the process is producing items within a preselected range?

statistical process control Reason: Statistical process control (SPC) describes testing a random sample of output from a process to determine whether the process is producing items within a preselected range.

Design quality is considered a(n) __________ for the firm.

strategic decision

Since it is not easy to determine how well a sampling plan discriminates between good and bad quality, you should always examine __________ before using a sampling plan. the OC curve the P-chart an R-chart the C-chart

the OC curve Reason: You should always examine the OC curve before using a sampling plan.

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

true Reason: The entire organization must be oriented towards the two fundamental goals of careful design and consistent reproducibility.

True or false: A product can have high design quality with low conformance quality, and vice versa.

true Reason: Products can have high design and low conformance quality, or low design and high conformance quality.

____ and ______ specification limits define acceptable parameters and the target value of a process.

upper and lower

___ are characteristics that can be measured numerically, such as weight, length, or diameter.

variables

When measurements from periodic samples stay ________ the control limits, the process can be assumed to be working properly. (Enter only one word per blank.)

within

When larger samples are needed for finer variations in a process, which chart would be better suited?

x bar

When larger samples are needed for finer variations in a process, which chart would be better suited? c chart p chart r chart x bar chart

x bar When samples sizes exceed 15, XX is a better choice with standard deviation σ.

Which of the following is a plot of the means of the samples that were taken from a process? X-chart R-chart P chart C chart

x bar chart

When constructing a sampling plan, the values for n and c are determined by which four factors? Multiple select question. β AQL DPMO α σ LTPD

β AQL α LTPD\ Reason: The four factors used to determine the values for n and c are the acceptable quality level (AQL), producer's risk (α), lot tolerance percent defective (LTPD), and consumer's risk (β).