Chapter 8 practice questions

Which "Quality of Product" dimension would you be assessing when asking the question, "Does the product possess the features you are looking for?"

Features

In the process capability ratio, if the upper and lower specification limits are greater than the process variability, you can be pretty confident that the process can achieve your desired quality level.

True

Quality has more influence on a company than any other value-added dimensions.

True

With respect to control chart logic, processes that are designed to produce to a specific quality number is called?

target

By investing in prevention and appraisal costs, your real goas is what?

Identify and eliminate the causes of problems before they occur

Which of the following can be done to improve your process capability ration?

Change the specifications Modify the process Outsource All of the above

A control chart that measures attributes measures what?

Characteristic that has a discrete value and can be counted

With respect to control chart logic, controls limits based on the level of confidence you want to have the process perform at is called?

Confidence

Which "Quality of Product" dimension would you be assessing when asking the question, "Does the product conform to design specifications?"

Conformance

To improve the process capability ratio, you may need to find a supplier that operates a better or different process that can produce to your quality requirements. This is called?

outsource

The total-cost-of quality framework breaks out quality costs into which four categories

prevention costs, appraisal costs, Internal failure costs, external failure costs

Which of the following is not one of the steps in W. Edward Deming's PDCA cycle?

procrastinate

Which "Quality of Product" dimension would you be assessing when asking the question, "How long will the product perform or last, and under what conditions?"

Durability

Which "Quality of Service" dimension would you be assessing when asking the question, "How well does the service provider provide caring, individualized attention to its customers?"

Empathy

Quality must be defined by engineers. They are the only one who know what it means to be fit for use. TrueFalse

False

The Ishikawa cause-and-effect diagram is also known as the

Fishbone diagram

Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram?

Materials, measurements and environment

Which of the following tools would you use to identify the most-likely cause of a quality problem?

Pareto chart

Which "Quality of Service" dimension would you be assessing when asking the question, "How dependably can the service provider provide promised service?"

Reliability

Which "Quality of Product" dimension would you be assessing when asking the question, "Is the product relatively easy to maintain and repair?"

Serviceability

If you want to be six-sigma certified, what do you need to do?

Show you are an effective project manager and have participated in quality-improvement projects

The tool that monitors processes and keeps them production high-quality products is?

Statistical process control

If you perform a careful process capability analysis, you really don't need to perform statistical process control.

False

The goal for the size of the Santa on a Christmas Santa cup is 3.5 cm (T) with an acceptable tolerance of ± 0.9 cm. The grand mean of the size of the Santa from the samples that were taken is 3.4 cm (m) and the standard deviation is 0.28 cm. What is CPk? (rounded to three decimals)

0.952

Which "Quality of Product" dimension would you be assessing when asking the question, "Does the product look, sounds, taste, or smell the way it should?"

Aesthetics

Which of the following helps you make priorities visible by showing the frequency at which each cause occurs?

Pareto diagram

Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram?

People Methods Machines Materials All of the above

Which "Quality of Product" dimension would you be assessing when asking the question, "For any dimension that cannot be observed directly, does the product seem like a high-quality product?"

Perception

What are the four stems to E. Edward Deming's four-step continuous improvement processes?

Plan, Do, Check, Act

To achieve quality at the source, you need to focus on which of the following?

Prevention Personal responsibility Standardization All of the above

A control chart that is constructed using a range is called a/an...

R-chart

With respect to control chart logic, processes performed include some variation is called?

Variability

Which of the following is not a dimension of quality?

Traceability

How is the statistical concept of six sigma used?

Uses tools to help you identify which type of variation is present in your processes as well as how to address that variation to improve your process

Statistical process control charts measure what?

Variables and attributes

What does a process capability analysis allow you to do?

Verify that your process is capable of performing at your desired quality level

Which quality guru is responsible for the four step—Plan, Do, Check, Act (PDCA)—cycle that is used by almost every global manufacturer today? Shigeo Shingo Armand V. Feigenbaum Joseph M. Juran W. Edward Deming

W. Edward Deming

What is guardbanding?

When engineers set product specifications tighter than they need to be

Which of the following is a definition of Quality?

Whether or not a product or service lives up to customer expectations AND Conformance to specifications

Six Sigma is built on which very critical fact? a. Mannerisms are inherent in human acts during the purchasing process b. It takes time for cash to flow back into the company after it has been spent c. Capacity should be understood and defined for each level in the organization d. Variability in a process produces defects, errors, and waste

d. Variability in a process produces defects, errors, and waste

As a rule of thumb, a Cpk of less than 1.5 indicates that your process can meet your desired quality levels.

false

In the process capability ratio, six sigma captures almost 88% of the process variability. TrueFalse

false

In the process capability ratio, the farther off center the process is operating, the more likely it is to produce unacceptable parts. This adjustment is represented by which symbol?

k

The core objective in six sigma is to reduce variation in processes

true

You need to evaluate services quality a little differently than you evaluate product quality.

true

A control chart that is constructed using a mean is called a/an...

x̄ chart

Under what circumstances would you use process capability analysis?

you want to verify that the process is capable of consistently producing good outputs