Chapter 6 Reading Quiz

Identify the differences between the DFSS (design for six sigma) and the DMAIC (define, measure, analyze, improve, control) processes:

1. DFSS takes place in the development phase, whereas DMAIC takes place after a new product has been launched 2. DFSS makes use of design engineering tools, whereas DMAIC ideally works with actual product and operational data

Identify the steps involved in the Six Sigma approach:

1. Define 2. Measure 3. Analyze 4. Improve 5. Control

Rank TQM from most support down to least support:

1. Employees 2.Lower- level management and frontline supervisors 3. Middle management 4. Top Management

Identify the values that characterize TQM:

1. Extended process view of operations 1. Employee empowerment 3. Emphasis on customer requirements

Identify the true statements about the major categories of costs:

1. In later stages of a supply chain, there is sometimes less ability to rework the product 2. A defect found in later stages of a supply chain is much more costly than a defect found in earlier stages 3. Failure costs include both the internal costs of defects found inside a company and the external costs of defects found by customers

Identify the true statements about the quality problems that arise in a total quality management:

1. In total quality management, problem prevention is emphasized than fixing problems after they occur 2. Quality problems are often only solvable through the involvement of suppliers 3. Problem solving is most effective when decisions are based on the analysis of actual data

Identify the core values of quality management that are emphasized by the ISO 9000 certification:

1. It is customer-oriented, with a great emphasis placed on defining, meeting, and achieving customer satisfaction 2. It emphasizes the importance of managing inter and intra organizational relationships 3. It recognizes the importance of a process-oriented approach, including the definition, measurement, and documentation of processes 4. It emphasizes the role of leadership in engaging people to make improvements on a regular basis

Identify the true statements about ISO 9000:

1. It provides essentially the same function for business processes as financial accountants provide when they audit a company's financial transactions It's essential purpose is to ensure that operating processes are well documented, consistently executed, monitored, and improved 2. It is applicable to all forms of organizations, irrespective of size or product offerings 3. It was initially developed by the 4. International Organization for Standardization to facilitate international trade

Match the functional personnel with their respective decisions that impact the product quality:

1. Marketing managers —> Development of new product testing programs 2. Sales Managers —> Interactions with customers 3. Product engineers —> Design of product prototyping procedures 4. Human Resources managers —> Setting compensation schemes and incentives

Identify the important connotations of total quality management:

1. Quality management is a total and organization wide activity 2. Quality improvement requires a total commitment from all employees 3. A product's quality is ultimately determined by the customer's acceptance and use of the product

Match the dimensions of product quality with their respective description for an intangible good.

1. Reliability —> Ability to perform the promised service dependably and accurately 2. Aesthetics —> Appearance of physical facilities, equipment, personnel, and communication materials 3. Responsiveness —> Willingness to help customers and provide prompt service 4. Perceived quality —>Subjective assessment of the caring, individualized attention paid to customer

Match the standards of ISO 9000 with the respective industry-specific interpretations of ISO 9000:

1. TickIT —> Information technology industry 2. AS9000 —> Aerospace manufactures 3. ISO/ TS 16949 —>American and European automotive manufacturers 4. TL 9000 —> Telecom consortiums 5. ISO 13485 —> Medical industry 6. ISO/ IED 90003 —> Computer software 7. ISO/ TS 29001 —> Petroleum, petrochemical, and natural gas industries

Identify the core management values of W. Edwards Deming:

1. Variability is the source of most problems 2. The customer is the final arbiter of quality 3. All employees are responsible for quality

Section 4 Section 5 Section 6 Section 7 Section 8

Context of the organization Leadership Planning Support Operation

The plan-do-check-act cycle is also known as the ______________

Deming Wheel

_____________ quality is a measure of how well a product's designed features match up to the requirements of a given customer group.

Design

__________________ is a design approach that balances customer requirements with the constraints and capabilities of the supporting manufacturing and service processes.

Design for six sigma

True or False: Even small improvements often need large investments of capital

False

______________ is a set of internationally accepted standards for business quality management systems.

ISO 9000

Standard Deviation:

It is a measure of the variability or dispersion of a population, data set, or distribution.

Quality has many dimensions, quality management is change management, and cost of quality analysis highlights the need for change. These core management values were proposed by _______________

Juran

__________________ are associated with efforts to prevent product defects and associated failure and appraisal costs.

Prevention Costs

_______________ is a management approach that establishes an organization wide focus on quality.

Quality Management