Ch 10 master
Total quality management became a national concern in the United States during what decade?
1980s
Warranty costs and customer complaints are examples of which type of quality cost?
External failure costs
Control
In the acronym DMAIC, what does the C stand for?
If the fraction defective is 0.12 based on a sample size of 16, the standard deviation used in the "p" chart is about 0.08.
TRUE See equation 10.5. p-bar = 0.12. Sp = Square root of (0.12 x (1 - 0.12)/16) = 0.0812.
What does DPMO measure?
The variability of a purpose
Often, a(n) ___________ in productivity occurs as a by-product of efforts to reduce the cost of quality.
increase
The cost of quality involves the cost of
warranties. rework. scrap.
Which pieces of information are needed to calculate DPMO? 1. Unit 2. Defect 3. Opportunity
1,2, and 3
How many defects per million units are permitted to meet Six Sigma standards?
3.4
Which of the following is not a category reported in applying for the Baldrige Award?
A. Corporate leadership **B. Use of statistical quality control tools C. Business results D. Consumer and market focus E. Strategic planning
Which of the following is an analytical tool used in six-sigma quality improvement programs?
A. Leadership **B. Pareto Charts C. Management by fact D. Continuous improvement E. Kaizen
Which quality term refers to the degree to which the product or service design specifications are met?
Conformance
Manufactoring
Expenditures related to achieving product or service quality include all of the following except
Warranty costs and customer complaints are examples of which type of quality cost?
External failure cost
The ability to meet current resource needs without compromising the ability of future generations to meet their needs is known as 1
Sustainability
Acceptance sampling is performed on goods that already exist to determine what percentage of items conforms to specifications.
TRUE Acceptance sampling is performed on goods that already exist to determine what percentage of products conform to specifications.
It is impossible to have zero variability in production processes.
TRUE However, engineers also know that it is impossible to have zero variability.
movie
The Baldridge Quality Award is given annually in all of these categories except
Quality control charts usually have a central line and upper and lower control limit lines. Which of the following are reasons that the process being monitored with the chart should be investigated?
**A. A single plot falls above or below the control limits B. Normal behavior C. A large number of plots are on or near the central line D. No real trend in any direction E. A change in raw materials or operators
Which of the following is a dimension of design quality?
**A. Aesthetics B. Price C. Quality at the source D. Distribution E. Leadership
Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable?
**A. Appraisal costs B. Prevention costs C. External failure costs D. Internal failure costs E. Checking costs Appraisal costs, costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable.
Which of the following are eligible companies to be considered for the Baldrige award?
**A. Auditing firms B. Offshore suppliers to U. S. companies C. Firms operating only outside the U. S. D. State Government agencies E. None of the above Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.
A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category?
**A. Define B. Measure C. Analyze D. Improve E. Control Flowcharts. There are many types of flow charts. The one shown in Exhibit 10.5 depicts the process steps as part of a SIPOC analysis. SIPOC in essence is a formalized input-output model, used in the define stage of a project.
Which of the following are basic assumptions that justify an analysis of the costs of quality?
**A. Failures are caused B. Prevention is more expensive C. Performance can be learned D. Rules of thumb don't always work E. Appraisal costs are less than prevention costs Three basic assumptions justify an analysis of the costs of quality: (1) failures are caused, (2) prevention is cheaper, and (3) performance can be measured.
The dimension of design quality that concerns secondary characteristics is which of the following?
**A. Features B. Serviceability C. Reliability D. Reputation E. Perceived quality
The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message?
**A. Quality is free B. Leadership from senior management C. Customer focus D. Total involvement of the workforce E. Continuous improvement The philosophical leaders of the quality movement, notably Philip Crosby, W. Edwards Deming, and Joseph M. Juran had slightly different definitions of what quality is and how to achieve it, but they all had the same general message: To achieve outstanding quality requires quality leadership from senior management, a customer focus, total involvement of the workforce, and continuous improvement based upon rigorous analysis of processes.
Which of the following is not an efficiency measure used by wall street? 1
*Employee turnover Inventory turnover Asset turnover Receivables turnover
Which of the following is not a type of process in the supply chain? 1
*Evaluating Planning Sourcing Making
Which of the following is not a type of inspection in Shingo's approach?
*Final inspection -Successive check -Self-check -Source inspection
Which of the following people was not considered one of the quality gurus? 1
*Henry ford William deming Philip Crosby Joseph Juran
Expenditures related to achieving product or service quality include all of the following except:
*Manufacturing costs -Prevention costs -Appraisal costs -Failure costs
The Baldrige Quality Award is given annually in all of theses except
*movie -Health care -Service -Education
According to the rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type of cost?
-Appraisal -Failure
According to the rule of thumb, for every dollar that you spend in prevention, you can save $10 in what types of costs?
-Appraisal -Failure
A project champion is usually drawn from what levels of an organization?
-Executive -Management
If the lower control limit for the c chart is negative, then which of the following values should be used?
0
If the lower control limit for the p chart is a negative value, then which of the following becomes the new value?
0
Which of the following are assumptions that justify the costs of quality? 1. Failures occur 2. Prevention is cheaper 3. Performance can be measured
1, 2, and 3
Which of the following are assumptions that justify the costs of quality? 1. Failures are caused 2. Prevention is cheaper 3. Performance can be measured
1,2, and 3
The cost of quality has been estimated at what percentage of every sales dollar?
15-20%
Total quality management became popular during what time frame? 1
1980s
The general belief is that the correct cost for a well-run quality management program is under
2.5%
What is the minimum number of samples suggested for control charts with variable measurement?
25
How many defects per million are permitted to meet six sigma standards?
3.4
How many defects per million units are permitted to meet six sigma standards?
3.4
ISO _______________, standards are concerned with business-to-business transactions dealing with quality, while ISO _______________ standards are concerned with environmental management
9000, 14000
ISO __________ standard are concerned with business-to-business transactions while ISO __________ standards are concerned with environmental management
9000; 14000
Which of the following is an example of a service business? 1
A call center
Six sigma refers to
A description of the quality goal of no more than 3.4 defects per million opportunities; A quality improvement philosophy and program
Quality control charts usually have a central line and upper and lower control limit lines. Which of the following is not a reason that the process being monitored with the chart should be investigated?
A. A large number of plots are close to the upper or lower control lines B. Erratic behavior of the plots C. A single plot falls above or below the control limits **D. A change in raw materials or operators E. A run of five above the central line
In monitoring process quality we might use which of the following statistics?
A. Absolute values B. Percentage deviation from tolerance centers C. "k" values for the sample mean D. Logarithmic control intervals **E. Difference between the highest and lowest value in a sample An R -chart is a plot of the average of the range within each sample. The range is the difference between the highest and the lowest numbers in that sample.
Which of the following is the cost of quality classification for costs such as defects that pass through the system, such as customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair?
A. Appraisal costs B. Prevention costs **C. External failure costs D. Customer return cost E. Workmanship costs External failure costs: costs for defects that pass through the system: customer warranty replacements, loss of customers or goodwill, handling complaints, and product repair.
Which of the following is the cost of quality classification for costs such as scrap, rework, or repair?
A. Appraisal costs B. Prevention costs C. External failure costs **D. Internal failure costs E. Rework and wastage Internal failure costs: costs for defects incurred within the system: scrap, rework, repair.
Failure mode and effect analysis is used in six-sigma projects. It involves which of the following?
A. Closely examining each rejected part to determine the cause B. A careful sampling plan **C. Calculating a risk priority number for each possible failure D. Reporting the effect each failure has had on a customer E. Multivariate testing
Applicants for the Baldrige Award for total quality management must submit an application of up to 50 pages that details the processes and results of their activities under seven major categories. Which of the following is one of those categories?
A. DMAIC **B. Analysis and Remember management C. Standardization D. Control E. Inspection protocols
A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category?
A. Define **B. Measure C. Analyze D. Improve E. Control
A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?
A. Define B. Measure **C. Analyze D. Improve E. Control
An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?
A. Define B. Measure C. Analyze **D. Improve E. Control
The dimension of design quality that concerns the sensory characteristics of the product is which of the following?
A. Features B. Serviceability C. Perceived quality D. Reputation **E. Aesthetics
Which of the following is not an analytical tool used in six-sigma quality improvement programs?
A. Flowcharts B. Run charts C. Control charts D. Pareto diagrams **E. Decision diagrams The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message? `
A. Fourteen steps for quality management B. Quality is free **C. Customer focus D. Zero defects E. Six-sigma
The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?
A. Instituted a six-sigma approach to total quality control B. Demonstrated a high level of product quality **C. Demonstrated outstanding quality in their products and processes D. Have a world-class quality control function E. Most significantly improved their product quality levels
Design of experiments is a statistical methodology often used in six-sigma projects. It aims to accomplish which of the following?
A. Keep careful track of the occurrences of each possible defect **B. Determine the cause and effect relationships between process variables and output C. Report defects to management on a Pareto chart D. Carefully change each individual process variable until the cause of a defect is found E. Eliminate defects by finding out whom or what is causing them
An analytical tool used in six-sigma quality improvement programs is which of the following?
A. Leadership B. Continuous improvement C. Quick response D. Partnership diagrams **E. Checksheets
A cost of quality classification is which of the following?
A. Material costs **B. Prevention costs C. Variable overhead D. Direct labor E. Inventory costs The costs of quality are generally classified into four types: 1. appraisal costs, 2. prevention costs, 3. internal failure costs, 4. external failure costs.
Which of the following is a dimension of design quality?
A. Price **B. Features C. Color D. Weight E. Quality at the source The dimensions of design quality in exhibit 10.2 are: Performance, Features, Reliability/durability, Serviceability, Aesthetics, and Perceived quality
The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?
A. Response B. Serviceability **C. Reliability D. Reputation E. Perceived quality
Which of the following is not an analytical tool used in six-sigma quality improvement programs?
A. Run charts **B. Pass charts C. Cause-and-effect diagrams D. Flowcharts E. Pareto charts The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
Which of the following are not eligible to be considered for the Baldrige Award?
A. Small businesses B. Health care organizations C. Educational institutions **D. State highway patrol organizations E. Nuclear power plants
The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means?
A. Stimulating foreign based suppliers of American companies to improve quality B. Reporting quality levels among American firms C. Identifying American firms with the most difficult quality problems **D. Providing feedback to applicants by the examiners E. Helping Baldrige award winners increase their sales
The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?
A. To encourage the spread of statistical quality control B. To improve human resource development and management in manufacturing **C. To help companies review and structure their quality programs. D. To prove that American firms were competitive in quality E. To emphasize the use of quantitative methods in process management
The most important part of an operating characteristic curve is between the ________ and the LTPD.
AQL
Appraisal and failure
According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type of costs?
Which of the following is an example of a goods producing business? 1
An automobile manufacturer
In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?
Analyze
In which step of the DMAIC do you determine the most likely causes of defects and understand why defects are generated?
Analyze
The classic "I Love Lucy" scene where they are inspecting the chocolates on the assembly line is an example of what type of quality cost?
Appraisal
Which of the following is not a dimension of quality?
Appraisal
The ratio of revenue to total assets is known as 1
Asset turnover
Which of the following is variation that is caused by factors that can be clearly identified?
Assignable variation
Quality characteristics that are classified as either conforming or not conforming to specification are known as?
Attributes
A process in which one company studies the processes of another company for best practices is known as 1
Benchmarking
When measurements from periodic samples stay _____________ the control limits the process can be assumed to be working properly.
Between
A poka-yoke is a simple practice that does which of the following? 1. Prevents the worker from making an error that leads to a defect 2. Gives rapid feedback of abnormalities in the process to the worker to correct them
Both 1 and 2
External benchmarking is analysis of which of the following? 1. Industry competitors 2. Excellent performers outside the industry
Both 1 and 2
Which of the following are key aspects of the Shingo system? 1. Accomplish drastic cuts in equipment setup times 2. Use source inspections and the poka-yoke system to achieve zero defects
Both 1 and 2
Which of the following is an operational goal of TQM? 1. Careful design of the product or service 2. Ensuring that the organizations systems can consistently produce the design
Both 1 and 2
When the product or service can have more than one defect per unit, which of the following is the most appropriate chart?
C chart
Which of the following is the ratio of the range of values produced by a process divided by the range of values allowed by the design specification?
Capability index
Which of the following is variation that is inherent in the process itself?
Common variation
Quality at the source is often discussed in the context of ___ quality.
Conformance
Quality at the source is often discussed in the context of _________ quality.
Conformance
What quality term refers to the degree to which the product or service design specifications are met?
Conformance
In the acronym DMAIC, what does the C stand for?
Control
What are the quality management principles in ISO 9000?
Customer focus, leadership, involvement of people, process approach, continual improvement, factual approach to decision making, and mutually beneficial supplier relationships
Which six sigma tool requires changing each individual variable to determine the most influential one?
Design of experiments (DOE)
What term refers to the inherent value of the product in the marketplace?
Design quality
Doing something at the lowest possible cost is known as 1
Efficiency
Where in a process is there an opportunity for defects?
Every step or activity
The process of looking outside the company to compare the firm to excellent performers is called _________ benchmarking.
External
A process that is in six-sigma control will produce no more than two defects out of every million units.
FALSE A process that is in Six-Sigma control will produce no more than two defects out of every billion units.
The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.
FALSE Conformance quality refers to the degree to which the product or service design specifications are met.
Design quality in products refers to the degree to which a product or service design specifications are met.
FALSE Conformance quality refers to the degree to which the product or service design specifications are met. Design quality refers to the inherent value of the product in the marketplace.
Conformance quality is a strategic decision for a firm.
FALSE Conformance quality refers to the degree to which the product or service design specifications are met. The activities involved in achieving conformance are of a tactical, day-to-day nature.
The term CTQ stands for "Cost Through Quality" which is another way to express Philip Crosby's idea that "Quality is Free."
FALSE Define (D): Identify CTQs (critical-to-quality characteristics) that the customer considers to have the most impact on quality.
Design of Experiments (DOE) refers to work done before production of early model prototypes of a new product.
FALSE Design of experiments is a statistical methodology used for determining the cause-and-effect relationship between process variables and the output variable.
W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.
FALSE How significant is the cost of quality? It has been estimated at between 15 and 20 percent of every sales dollar—the cost of reworking, scrapping, repeated service, inspections, tests, warranties, and other quality-related items. Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent.
ISO 9000 is primarily concerned with environmental management.
FALSE ISO 9000 has become an international reference for quality management requirements in business-to-business dealing, and ISO 14000 is primarily concerned with environmental management.
A quality guru named Philip Crosby defined quality as fitness for use.
FALSE In Exhibit 10.1, Mr. Juran is identified as the one who defined quality as fitness for use. For Crosby, quality was conformance to requirements.
A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.
FALSE In exhibit 10.1 Mr. Deming is identified as having 14 points for management.
AQL stands for accepting questionable lots in production quality management.
FALSE Lots are defined as high quality if they contain no more than a specified level of defectives, termed the acceptable quality level (AQL).
LTPD in acceptance sampling stands for "lot tolerance for parts defective."
FALSE Lots are defined as low quality if the percentage of defectives is greater than a specified amount, termed lot tolerance percent defective (LTPD).
Measurement by attributes means taking a sample, measuring the attribute in question and determining the level of quality in the population from which the sample was drawn.
FALSE Measurement by attributes means taking samples and using a single decision—the item is good or it is bad.
An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.
FALSE Opportunity flow diagram is used to separate value-added from non-value-added steps in a process.
Process control is concerned with monitoring quality after the product or service has been produced.
FALSE Process control is concerned with monitoring quality while the product or service is being produced.
Quality at the source" refers to the degree to which a product or service design specifications are met.
FALSE Quality at the source is frequently discussed in the context of conformance quality. This means that the person who does the work takes responsibility for making sure that his or her output meets specifications.
If the fraction defective is 0.4 based on a sample size of 100, the standard deviation used in the "p" chart is about 0.10.
FALSE See equation 10.5. p-bar = 0.4. Sp = Square root of (0.4 x (1 - 0.4)/100) = 0.049.
A "p chart" has upper and lower control limits expressed as lines on the chart. As long as the sample values fall between these two lines there is no need to investigate process behavior.
FALSE See exhibit 10.11. This illustrates several situations where investigation of process behavior is necessary even though all points have fallen between the UCL and the LCL. For example, a run of five above or below the central line calls for one to investigate for the cause of sustained poor performance.
In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.
FALSE So severe was the quality shortfall in the United States that improving it throughout industry became a national priority, with the Department of Commerce establishing the Malcolm Baldrige National Quality Award in 1987 to help companies review and structure their quality programs.
Genichi Taguchi's view of the cost of quality is that variance is a discontinuous function.
FALSE Taguchi suggests that a more correct picture of the loss is shown in Exhibit 10.8. Notice that, in this graph, the cost is represented by a smooth curve.
The capability index (Cpk) calculates the percentage of items being produced within specifications.
FALSE The capability index (Cpk) shows how well the parts being produced fit into the range specified by the design limits.
The probability associated with accepting a low quality lot is denoted in acceptance sampling with the Greek letter alpha.
FALSE The probability associated with accepting a low-quality lot is denoted by the letter beta and is termed the consumer's risk.
The Greek letter alpha is associated with consumer's risk.
FALSE The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk.
The producer's risk associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter beta.
FALSE The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk.
One of the tools common to all quality efforts is leadership.
FALSE The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit the compliance of those systems with the requirements of the standards.
FALSE These standards ask a company first to document and implement its systems for quality management and then to verify, by means of an audit conducted by an independent accredited third party, the compliance of those systems with the requirements of the standards.
One-hundred percent inspection is justified when the cost of inspection is low.
FALSE Total (100 percent) inspection is justified when the cost of a loss incurred by not inspecting is greater than the cost of inspection.
Total, one-hundred percent, inspection can never be cost justified.
FALSE Total (100 percent) inspection is justified when the cost of a loss incurred by not inspecting is greater than the cost of inspection.
An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.
FALSE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.
TQM is an acronym meaning "total quality measurement."
FALSE Total quality management may be defined as "managing the entire organization so that it excels on all dimensions of products and services that are important to the customer." It has two fundamental operational goals, namely 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design. These two goals can only be achieved if the entire organization is oriented toward them—hence the term total quality management. TQM became a national concern in the United States in the 1980s.
While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.
FALSE Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.
While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.
FALSE Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.
Variation that is inherent in a production process itself is called assignable variation.
FALSE Variation that is inherent in the process is called common variation.
The capability index is used to gauge economic changes in service systems.
FALSE We use the capability index to measure how well our process is capable of producing relative to the design tolerances.
The "p chart" is only useful for sampling that deals with continuous variables.
FALSE p-charts record the results of attributes which are quality characteristics that are classified as either conforming or not conforming to specification. Goods or services may be observed to be either good or bad, or functioning or malfunctioning. For example, a lawnmower either runs or it doesn't; it attains a certain level of torque and horsepower or it doesn't. This type of measurement is known as sampling by attributes and involves discrete, not continuous measurements.
According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what types of costs?
Failure and appraisal
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 tool in Six Sigma projects is a structured approach to identity, estimate prioritize, and evaluate risk of possible failures at each stage of a process?
Failure mode and effect analysis
What are the assumptions that justify the costs of quality?
Failures are caused, prevention is cheaper, and performance can be measured
The best way to control quality is by inspection.
False
The Baldrige Quality Award is given annually in all of these categories except?
Film industry
Which of the following tools can be used in the Define step of the DMAIC cycle?
Flow charts
Which of the following tools can be used in the Define step of the DMAIC cycle?
Flow charts Run charts
ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:
Generic and applicable to any organization.
Which type of "belt" is for employees who have received enough training to participate in a team?
Green belt
Which of the following people was not considered one of the quality gurus?
Henry Ford
3.4
How many defects per million units are permitted to meet Six Sigma standards?
Which is the ISO certification regarding quality management requirements in business-to-business dealings?
ISO 9000
ISO 9000 and ISO 14000
ISO _ standards are concerned with business to business transactions while ISO _ standards are concerned with environmental management.
0
If the calculates lower control limit for a p-chart is a negative value, then which of the following is used for the lower control limit?
High quality
If the lots in the sampling plan contain no more than a specified level of defectives , it is termed which of the following?
0
If the lower control limit for the c-chart is negative, then which of the following values should be used?
Low quality
If the percentage of defectives in acceptance sampling is greater than a specified amount , it is termed which of the following?
In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?
Improve
standard deviation
In SQC terminology, sigma is often called which of the following?
A process that cannot be weighed or measured is knows as 1
Intangible
Which type of quality costs deal with scrap, rework and repair?
Internal failure
Which type of quality cost deals with scrap, rework and repair?
Internal failure costs
Which type of quality cost deals with scrap, rework, and repair?
Internal failure costs
which type of quality cost deals with scrap, rework and repair?
Internal failure costs
The ratio of cost of goods sold to average inventory value is known as 1
Inventory turnover
Just-in-time production was pioneered by which country? 1
Japan
The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?
Japan
The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls versus which country?
Japan
When a service is being provided, who is typically responsible for ensuring quality at the source?
Location operations manager
Where can statistical quality control be applied?
Logistics, manufacturing, and service processes
A process 1
Made up of one or more activities that transforms inputs in to outputs.
Expenditures related to achieving product or service quality include all of the following except:
Manufacturing costs
The ability to produce a unique product exactly to a particular customers requirements is known as 1
Mass customization
A company known for delivering high-volume standardized services is 1
McDonald's
Which of the following companies made process capability and product design famous by adopting six sigma limits?
Motorola
You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma standards?
No
The graphical display of the probability of accepting lots with varying percentages of defects is termed?
Operating characteristic curve
Which of the following control charts must use a sample large enough to allow counting of the attribute?
P chart
Which of the following is the control chart that measures the fraction defective of each individual sample tested?
P chart
Which analytic tool of Six Sigma breaks down a problem in to the relative contributions of its components?
Pareto charts
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
Pareto charts
Which analytical tool of six sigma breaks down a problem into the relative contributions of its components?
Pareto charts
Brand name recognition is an example of which dimension of quality?
Perceived quality
What are the dimensions of quality?
Performance, features, reliability/durability, serviceability, aesthetics, perceived quality
Who are considered the quality gurus?
Phil Crosby, W. Edwards Deming, Joseph M. Juran
When assembling a child's toy at home, a piece can only be fitted with another specific piece. This is an example of a
Poka-yoke
Expenditures related to achieving product/service quality include:
Prevention, appraisal, and internal/external costs
Which of the following is not a quality management standard in ISO 9000?
Product design
Building service activities in to a firm's product offering is known as 1
Product-service bundling
Which of the following is a quality management standard developed specifically for the automobile industry?
QS-9000
conformance
Quality at the source is often discussed in the context of _ quality
Attributes
Quality characteristics that are classified as either conforming or not conforming to specification are known as which of the following?
Which of the following is defined as the difference between the highest and lowest numbers in a sample?
Range
For a process to be considered six sigma capable, the design specification limits are _____ standard deviations away from the process mean.
SIX
The purpose of ____ is to find when the process has changed in some nonrandom way.
Sampling
When a customer audits its supplier in regards to ISO certification, this is referred to as ___________ certification.
Second party
When a customer audits its supplier in regards to ISO certification, this is referred to as a ___ certification
Second party
Which type of inspection in the Shingo system is performed by the worker to check for defects?
Self-check
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
Variation
Six sigma programs attempt to reduce the number of defects produces by reducing the _ of a progress
A description of the quality goal no more than 3.4 defects per million opportunities and a quality improvement philosophy and program
Six sigma refers to
When measuring variables, it is often preferable to use a small sample size because
Small samples are less costly and can be gathered quickly
Which of the following processes involves the selection of suppliers? 1
Sourcing
The range of allowable values associated with a process (given the intended use of the product) is known as:
Specification limits
What covers the quantitative aspects of quality management?
Statistical quality control (SQC)
True or false: Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.
T
Which of the following is a quality management standard developed specifically for the telecommunications industry?
TL 9000
Which of the following is a quality management standard specifically for the telecommunications industry?
TL 9000
70. The capability index (Cpk) indicates the position of the mean and tails of a process's variance relative to design specifications.
TRUE (Page: 311) The capability index (Cpk) is the position of the mean and tails of the process relative to design specifications. The more off-center, the greater the chance to produce defective parts.
In acceptance sampling, the number of units in the sample (n) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha) and the probability of accepting a low quality lot (beta).
TRUE A single sampling plan is defined by n and c, where n is the number of units in the sample and c is the acceptance number. Values for n and c are determined by the interaction of four factors (AQL, alpha, LTPD, and beta) that quantify the objectives of the product's producer and its consumer.
In acceptance sampling, the value for the acceptance number (c) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha) and the probability of accepting a low quality lot (beta).
TRUE A single sampling plan is defined by n and c, where n is the number of units in the sample and c is the acceptance number. Values for n and c are determined by the interaction of four factors (AQL, alpha, LTPD, and beta) that quantify the objectives of the product's producer and its consumer.
Attributes are those quality characteristics that are classified as either conforming or not conforming to specification.
TRUE Attributes are quality characteristics that are classified as either conforming or not conforming to specification.
The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.
TRUE Define (D): Identify CTQs (critical-to-quality characteristics) that the customer considers to have the most impact on quality.
Design of Experiments (DOE) is sometimes referred to as multivariate testing.
TRUE Design of experiments is sometimes referred to as multivariate testing.
Design quality refers to the inherent value of the product in the marketplace.
TRUE Design quality refers to the inherent value of the product in the marketplace and is thus a strategic decision for the firm.
An example of assignable variation in a production system may be that a machine is not adjusted properly.
TRUE For example, variation caused by workers not being equally trained or by improper machine adjustment is assignable variation.
An example of assignable variation in a production system may be that workers are not identically trained.
TRUE For example, variation caused by workers not being equally trained or by improper machine adjustment is assignable variation.
Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.
TRUE Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications
Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.
TRUE How significant is the cost of quality? It has been estimated at between 15 and 20 percent of every sales dollar—the cost of reworking, scrapping, repeated service, inspections, tests, warranties, and other quality-related items. Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent.
ISO 14000 is primarily concerned with environmental management.
TRUE ISO 9000 has become an international reference for quality management requirements in business-to-business dealing, and ISO 14000 is primarily concerned with environmental management.
A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.
TRUE In Exhibit 10.1, Mr. Crosby is identified as the guru whose general approach to quality was prevention, not inspection.
A quality guru named Philip Crosby defined quality as conformance to requirements.
TRUE In Exhibit 10.1, Mr. Crosby is identified as the one who defined quality as conformance to requirements.
A quality guru named Joseph M. Juran defined quality as fitness for use.
TRUE In Exhibit 10.1, Mr. Juran is identified as the one who defined quality as fitness for use.
The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.
TRUE International Organization for Standardization (ISO), is a specialized international agency recognized by affiliates in more than 160 countries.
An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.
TRUE Opportunity flow diagram is used to separate value-added from non-value-added steps in a process.
68. Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.
TRUE Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.
Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.
TRUE Six Sigma refers to the philosophy and methods companies such as General Electric and Motorola use to eliminate defects in their products and processes.
The Malcolm Baldrige National Quality Award represents the U. S. government's endorsement of quality as an essential part of successful business strategy.
TRUE So severe was the quality shortfall in the United States that improving it throughout industry became a national priority, with the Department of Commerce establishing the Malcolm Baldrige National Quality Award in 1987 to help companies review and structure their quality programs.
Statistical process control involves testing random samples of output from a process to determine whether the process is producing items within a pre-selected range.
TRUE Statistical process control (SPC) involves testing a random sample of output from a process to determine whether the process is producing items within a preselected range.
The probability associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter alpha.
TRUE The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk.
One SPC tool used in total quality management is the Pareto chart.
TRUE The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
One tool used in total quality management is the run chart.
TRUE The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.
TRUE There are a number of definitions and interpretations of the term cost of quality. From the purist's point of view, it means all of the costs attributable to the production of quality that is not 100 percent perfect.
An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.
TRUE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.
An operational goal of total quality management is the careful design of the product or service.
TRUE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.
TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.
TRUE Total quality management may be defined as "managing the entire organization so that it excels on all dimensions of products and services that are important to the customer."
To obtain a 99.7 percent confidence level in a "p" chart we would use a value of 3 for "z".
TRUE Typically, z = 3 (99.7 percent confidence)
Variation in production systems that is caused by factors that can be clearly identified and possibly even managed is called assignable variation.
TRUE Variation caused by factors that can be clearly identified and possibly even managed is called assignable variation.
Variation that is inherent in a production process itself is called common variation.
TRUE Variation that is inherent in the process is called common variation.
The value for "z" used in quality control charts is based on the degree of confidence you want to have in the resulting UCL and LCL values.
TRUE z = Number of standard deviations for a specific confidence level.
ISO, international standards for quality management and assurance, was developed by?
The International Organization of Standardization
Business analytic's 1
The analysis of data to better solve business problems.
15-20%
The cost of quality has been estimated at what percentage of every sales dollar?
True
The effect of setting specifications limits on product design allows businesses to monitor processes against these limits
operating characteristic curve
The graphical display of the probability of accepting lots with varying percentages of defects is termed?
T
The lot size has little effect on the risk associated with an acceptance sampling plan
AQL
The most important part of an operating characteristic curve is between the _ and the LTPD.
To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?
The person who does the work
external
The process of looking outside the company the firm to excellent performers is called _ benchmarking
What are the four main issues to address in creating a control chart?
The size of samples, the number of samples, the frequency of samples, and the control limits
Electric commerce 1
The use of the internet as an essential element of business activity
Which is the best form of ISO certification?
Third party
T
Total quality management requires companies to deal with all dimensions of products and services that are more important to the customer
(T/F) The effect of setting specification limits on product design allows businesses to monitor processes against these limits.
True
(T/F) the lot size has little effect on the risk associated with an acceptance sampling plan.
True
The concept of quality at source indicates that the person who does the work should take responsibilities ensuring conformance quality of his or her output.
True
True or false: A product can have high design quality with low conformance quality, and vice versa.
True
True or false: An error is inevitable in production, defects can be prevented
True
True or false: An operations and supply chain manager helps firms determine the best way to deliver its goods and services. 1
True
True or false: Lean six Sigma combines the tools of six sigma with the concepts of Lean manufacturing
True
True or false: Many product offerings are a combination of goods and services 1
True
True or false: Operations and supply chain management is focused on the systems that create and deliver an organizations products and services. 1
True
True or false: Professionals are given material arts titles reflecting their skills and roles regarding six sigma.
True
True or false: Total quality management requires companies to deal with all the dimensions of products and services that are important to the customer
True
What pieces of information are needed to calculate DPMO?
Unit, Defect, Opportunity
________and ________ specification limits define acceptable parameters and the target value of a process.
Upper Lower
_________ are characteristics that can be measured numerically, such as weight, length, or diameter.
Variables
Six Sigma programs attempt to reduce the number of defects produced by reducing the _________ of a process
Variation
What do Six Sigma programs seek to reduce in processes?
Variation
What do six sigma programs seek to reduce in processes?
Variation
Variation
What do six sigma programs seek to reduce in process?
25
What is the minimum number of samples suggested for control charts with variable measurement?
small
What is the preferable sample size in process control involving the measurement of variables?
Design Quality
What term refers to the inherent value of the product in the marketplace?
second party
When a customer audits its supplier in regard to ISO certification, this is referred to as a _ certification.
defects
When calculating control limits for a c-chart, represents the average number of _ per unit
What are examples of when to use a c-chart?
When it is desired to monitor the number of defects per unit
between
When measurements from periodic samples stay _ the control limits the process can be assumed to be working properly
c-chart
When the product or service can have more than one defect per unit, which of the following is the most appropriate chart?
Pareto
Which analytical tool of six sigma breaks down a problem into the relative contributions of its components?
Servicability
Which dimension of design quality refers to the ease of repair?
ISO 9000
Which is the ISO certification regarding quality management in business-to-business dealings?
1,2, and 3
Which of the following are assumption that justify the costs of quality? 1. Failure are caused 2. Prevention is cheaper 3. Performace can be measured
Detect shifts in the process and Provide information about whether items are meeting design specifications
Which of the following are typical objectives of process control plans?
X and R chart
Which of the following charts is used when the measure for sample is weight, volume, number of inches or other variable measurements?
Motorola
Which of the following companies made process capabilities and product design famous by adopting six sigma limits?
p-chart
Which of the following control charts must use a sample large enough to allow counting of the attribute?
QS 9000
Which of the following is a quality management standard developed specifically for the automobile industry?
product design
Which of the following is not a quality management principle in ISO 9000
Leaves on the ground below a tree
Which of the following is not an example of a situation where statistical quality control can be applied?
range
Which of the following is the defined as the difference between the highest and lowest numbers in a sample?
A2
Which of the following is the factor used for determining the three sigma control limits for mean charts?
Capability index
Which of the following is used to measure how well our process is capable of producing relative to the design specifications?
common variation
Which of the following is variation that is inherent to the process itself?
conformance
Which quality term refers to the degree to which the product or service design specifications are met?
R chart & X chart
Which two control charts are typically used together?
Internal failure costs
Which type of quality cost deals with scrap, rework and repair?
Which of the following charts is used when the measure for the sample is weight, volume, number of inches or other variable measurements?
X and R
Which of the following is a plot of the averages of the samples that were taken from a process?
X- chart
Which two control charts are typically used together?
X- chart and R chart
no
You are a manager that has calculated the DPMO to be 10,000. Is this process meeting six sigma standards?
Variables
_ are characteristics that can be measured numerically, such as weight, length, or diameter
According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?
appraisal failure
When measurements from periodic samples stay ______ the control limits, the process can be assumed to be working properly.
between
Which letter denotes the maximum number of defective items that can be found in the sample before the lot is rejected?
c
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
There are two aspects to analyzing the data for benchmarking, they are
comparing actual processes. comparing performance of the process against certain measures.
Each step or activity, when using six sigma, a company performs represents an opportunity for a(n) _________ to occur.
defect
ISO 14000 addresses the need to be __________responsible.
environmentally
The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.
external
Cost of quality (COQ) is a primary function for the
manufacturing manager.
which of the following is not a quality management principle in ISO 9000?
product design
Which of the following are typical objectives of process control plans?
provide information about whether items are meeting design specifications; detect shifts in the process
When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.
second party
Design quality is considered a(n) __________ for the firm.
strategic decision
ISO 14000 has a three-pronged approach that includes
the development of environmentally friendly products and services. standards for monitoring air, water, and soil. environmental management requirements.
A purist view of the cost of quality is one that references all costs until 100% perfection is attained. A less stringent viewpoint is defined as
the difference between expected excellent performance and the current costs.
