Chapter 7

True or false: Employees who directly deal with upset customers due to substandard goods or services, always become more prideful in their work.

False

TQM was developed in ____________ by ___________

Japan, W. Edwards Deming

What are the TWO main pillars of a lean enterprise? A) Jidoka B) value stream steps C) just-in-time D) Muda

Jidoka and just-in-time

Developing standard quality assessment tools is useful with _____________ services

repetitive

When __________ stock is not available, the quality of all incoming components, parts, and services must be adequate.

safety

When receiving products through contracts or trade customs, the ___________ usually is not responsible for the contingent expense.

supplier

True or false: The place of delivery will not affect the quality standards that need to be met

False

True or false: In some instances, 100 percent inspection can significantly increase the cost of producing a part.

True

True or false: Once the quality of parts being received is consistent, the level of inspection may decrease.

True

True or false: Special or assignable variation is related to machinery, material, or human performance.

True

The six eligibility categories for the Malcolm Baldrige National Quality Award are: manufacturing, service, A) health care B) nonprofit C) education D) restaurant E) small business

A, B, C, E

Components or services that are inspected and are free from defects, deficiencies and significant variations and they meet specification requirements, they are considered to be of good A) quality B) function C) reliability D) suitability

A

Portfolio analysis helps organizations focus more quality attention on A) high impact services B) low cost services C) low impact services D) high cost services

A

ABC lunch box is an American eatery, since the customer is directly affected by the food provided, the wait staff should A) provide standard service to all customers B) pay extra attention to any special needs C) refuse to offer special needs service

B

An integrated effort designed to improve quality performance at every level of the organization. A) continuous improvement B) total quality management C) six sigma D) lean enterprise

B

The supply manager wants to implement some continuous improvement initiatives, one of the key places to examine is A) the suppliers used for raw materials. B) the processes that produce. C) only the services that are offered. D) only the products that are sold.

B

An informal evaluation of service suppliers should include questions on A) the amount of marketing that was used to entice the customer to purchase the service. B) the ability of the provider to meet quality expectations. C) the level of customer satisfaction. D) the difference between the cost of the service and the perceived value.

B, C, D

Quality assurance is important from which aspects? (multiple answers) A) technical B) supplier C) production D) customer

B, C, D

A flaw that results in loss of consumers or a lower customer satisfaction level is a A) six sigma defect B) quality defect C) service defect D) customer defect

C

One hundred percent inspection means that A) a satisfactory job is accomplished of separating all acceptable parts from non-acceptable parts. B) all parts must be 100 percent accurate. C) every part is checked to tell whether or not it is defective. D) is the most desirable method of inspection.

C

When an employee deals with unhappy customers over matters out of their control, the employee can develop A) a prideful attitude B) better customer service skills C) a sense of motivation D) an uncaring attitude

D

A major trade-off for high skilled service jobs is between estimated ____________ and estimated ____________

costs, benefits

Toyota first introduced lean in the ___________

1980s

Six Sigma philosophy allows no more than ___________ defects per million opportunities

3.4

If the widget diameter must be 4 inches with a tolerance of ±.005, the LSL is ___________ inches and the USL is ___________ inches

3.995, 4.005

Classifying services as high, medium, or low value can be accomplished using a (multiple answers) A) portfolio analysis B) ABC Pareto analysis C) a formal evaluation D) an informal evaluation

A, B

Upper (UCL) and lower (LCL) control limits are A) typically set at 3 * σ. B) set so that operator action is required when the process falls outside of the normal range. C) set to allow the operator to take action as often as they feel the process needs to be adjusted. D) typically set at 6σ.

A, B

Prior to awarding a supplier business, the buying organization should conduct a A) personnel quality survey B) quality assurance survey C) quality capability survey D) engineering survey

B, C

The two types of quality checks on tangible products is A) operator feedback B) sampling C) 100 percent inspection D) customer feedback

B, C

The costs associated with defects incurred within the system that can lead to scrap, rework, repair? A) external failure costs B) repair costs C) internal failure costs D) appraisal costs

C

To determine the stability of a process the supplier must determine A) he needed capability of the process. B) if the middle capability limits meet customer requirements. C) the natural capability of the process. D) if the upper and lower capability limits meet customer requirements.

C, D

A process that is in a state of statistical control with only common cause variation is considered ____________

capable

______________ laboratory facilities can be used when the tests to be completed are costly or complicated.

commercial

A buyer-supplier partnership considerably __________ the frequency of defective materials or services

decreases

Often quality assurance is responsible for inspection of materials at receiving, in-process, and with the ___________ product

finished

Formal evaluations consist of ____________ dimensions

five

Services that are ________________ labor intensive require a superior focus on the people component.

high

The Japanese name for continuous improvement is _________

kaizen

The X-bar chart is used for charting the population _____________, while the R chart is used for _____________

means, dispersion

Services that have less customer service are ___________ standard and quality assessments become easier

more

The quality of services that are continuous or ongoing have ______________ control that those that are discrete or one-shot

more

Total quality management (TQM) requires A) capability B) operator control C) process control D) range control

process control

The ninth dimension of quality is "_____________"

procurability

Deming's 14 points of management principles seek to help management increase _____________ and _____________

quality, productivity

A ________________ sampling plan is where the sample is selected in stages, with the need for each subsequent stage being conditional on the results of the previous stage.

sequential

Quality function deployment was developed in Japan during the ___________

1960s

___________ to _____________ percent of total product costs can be associated to poor quality

30 to 40

Total quality management emphasizes A) inspection as the key factor for organization success. B) quality as the key factor for organization success. C) training as the key factor for organization success. D) fear avoidance as the key factor for organization success.

B

According to the six sigma philosophy, if you control the _______________, you will control the ______________

inputs, outputs

Total quality management, lean thinking, and statistical process control are _____________ and techniques to assure quality.

tools

ISO standards help to facilitate A) improved quality B) improved efficiency C) international trade D) decreased quality control

A, B, C

The three stages of sampling, inspection, and testing are (multiple answers) A) Before the purchase commitment is made to the supplier. B) During the commitment to the supplier. C) After a purchase commitment has been made. D) During the design phase of the process.

A, B, C

Quality assurance responsibilities include (multiple answers) A) monitor continuous quality improvement programs. B) inspecting incoming material. C) purchasing materials to be used in production. D) establish effective quality controls. E) supporting quality efforts of suppliers for design.

A, B, D, E

The degree of tangibility can be used in strictly service organizations, with no tangible goods, by setting standards for (multiple answers) A) personnel training B) customer satisfaction C) machine qualification D) aesthetic features

A, C

What is Quality Function Deployment (QFD)? A) A collection of tools used to translate qualitative customer requirements into quantitative products and services. B) A philosophy allows no more than 3.4 defects per million opportunities. C) A systematic process to integrate customer requirements into every aspect of the design and delivery of products and services D) A collection of tools used to in a cycle of plan, do, check, and act upon customer requirements.

A, C

Process capabilities studies identify which two types of variation? A) special or assignable causes B) inconsistent or special causes C) machine and personnel causes D) common or random causes

A, D

With highly customized services, the buyer (multiple answers) A) shares some quality responsibility. B) shares no quality responsibility. C) has no say in final quality. D) is highly involved in the specification process.

A, D

When testing products prior to purchase, a use test allows A) for the product to be tested after purchase. B) the product to be tested using exact purpose and conditions it will be used for. C) for standard testing by commercial groups. D) the product to be tested is completed in a quality control facility.

B

What are the benefits of a supplier certification program for suppliers? A) Suppliers are guaranteed new business. B) Suppliers are considered first for new business. C) Suppliers are publicly recognized by buyers. D) Suppliers receive systematic improvements.

B, C, D

A receiving inspection and testing procedure should be in place A) to prevent the supplier from sending sub par materials. B) to prevent the buyer from rejecting quality parts. C) to protect both the supplier and the buyer. D) to protect the supplier only.

C

A sample in which every element in the population has an equal chance of being selected is a A) representative sample B) sequential sample C) random sample D) open-ended sample

C

External failure costs are those that A) include inspection, testing, and other tasks to ensure that the product or process is acceptable. B) lead to defects incurred within the system that can lead to scrap, rework, repair. C) pass through the system and lead to customer warranties, loss of customers, handling complaints, and product repair. D) include all costs attributable to the production of quality that is not 100% perfect.

C

Quality improvement opportunities are ______ in many organizations who have failed to acknowledge them throughout the years. A) limited B) few C) great D) nonexistent

C

True or false: Statistical Process Control (SPC) is an industry-standard methodology for measuring and controlling quality during the manufacturing process.

True