chapter 9

C. Calculating a risk priority number for each possible failure

64. (p. 293-296) Failure mode and effect analysis is used in six-sigma projects. It involves which of the following?

FALSE

41. (p. 293) An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.

FALSE

42. (p. 296) Executive leaders and champions of six-sigma projects must be black-belt qualified.

TRUE

43. (p. 289) Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.

FALSE

44. (p. 289) W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.

TRUE

45. (p. 292) The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.

FALSE

46. (p. 292) The term CTQ stands for "Cost Through Quality" which is another way to express Philip Crosby's idea that "Quality is Free."

FALSE

47. (p. 296) Design of Experiments (DOE) refers to work done before production of early model prototypes of a new product.

TRUE

48. (p. 296) Design of Experiments (DOE) is sometimes referred to as multivariate testing.

TRUE

49. (p. 298) The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.

TRUE

5. (p. 286) An operational goal of total quality management is the careful design of the product or service.

FALSE

50. (p. 298) ISO 9000 is primarily concerned with environmental management.

TRUE

51. (p. 298) ISO 14000 is primarily concerned with environmental management.

FALSE

52. (p. 299) ISO audits result in certifications that are done by first, second or third parties. Passing a first-party audit is the best form of certification.

FALSE

53. (p. 300) The textbook lists six steps in the external benchmarking process.

A. Quality is free

54. (p. 287) 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?

C. Customer focus

55. (p. 287) 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?

E. Checksheets

56. (p. 293) An analytical tool used in six-sigma quality improvement programs is which of the following?

B. Pass charts

57. (p. 293) Which of the following is not an analytical tool used in six-sigma quality improvement programs?

A. Define

58. (p. 292) A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

C. Analyze

59. (p. 293) A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

TRUE

6. (p. 286) 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.

D. Improve

60. (p. 293) An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

B. Measure

61. (p. 293) A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

B. Pareto Charts

62. (p. 293) Which of the following is an analytical tool used in six-sigma quality improvement programs?

E. Shengo diagrams

63. (p. 293) Which of the following is not an analytical tool used in six-sigma quality improvement programs?

TRUE

40. (p. 293) An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.

FALSE

37. (p. 297) The Shingo approach to quality control depends on a sophisticated method of acceptance sampling.

FALSE

38. (p. 292) A process that is in six-sigma control will produce no more than two defects out of every million units.

TRUE

39. (p. 292) A PDCA cycle is essentially the same as a DMAIC cycle.

TRUE

1. (p. 286) 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

4. (p. 293) One SPC tool used in total quality management is the Pareto chart.

TRUE

10. (p. 291) One of the tools of a quality control department that is used in a TQM program is acceptance sampling.

FALSE

11. (p. 291) One of the tools of a quality control department that is used in a TQM program is process sampling.

FALSE

12. (p. 292) Kaizen is a term used when perfect quality levels have been attained.

FALSE

13. (p. 293) One of the tools of a quality control department that is used in a TQM program is leadership.

FALSE

14. (p. 286) In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.

FALSE

15. (p. 288) Conformance quality is a strategic decision for a firm.

TRUE

16. (p. 286) The Malcolm Baldrige National Quality Award represents the U. S. government's endorsement of quality as an essential part of successful business strategy.

FALSE

17. (p. 286) While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.

FALSE

18. (p. 286) While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.

FALSE

19. (p. 287) A quality guru named Philip Crosby defined quality as fitness for use.

FALSE

2. (p. 286) TQM is an acronym meaning "total quality measurement."

TRUE

20. (p. 287) A quality guru named Philip Crosby defined quality as conformance to requirements.

TRUE

21. (p. 287) A quality guru named Joseph M. Juran defined quality as fitness for use.

TRUE

22. (p. 287) A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.

FALSE

23. (p. 287) A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.

TRUE

24. (p. 288) Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.

FALSE

25. (p. 288) 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

26. (p. 288) "Quality at the source" refers to the degree to which a product or service design specifications are met.

FALSE

27. (p. 288) Design quality in products refers to the degree to which a product or service design specifications are met.

TRUE

28. (p. 289) 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

29. (p. 290) A typical manufacturing QC department has a variety of functions to perform including testing designs for their reliability in the lab and the field.

TRUE

3. (p. 293) One SPC tool used in total quality management is the run chart.

TRUE

30. (p. 290) A typical manufacturing QC department has a variety of functions to perform including gathering performance data on products in the field and resolving quality problems in the field.

FALSE

31. (p. 290) A typical manufacturing QC department has a variety of functions to perform including preparing the firm's annual application for the Malcolm Baldrige National Quality Award.

TRUE

32. (p. 290) A typical manufacturing QC department has a variety of functions to perform including planning and budgeting for the QC program in a plant.

TRUE

33. (p. 292) Continuous improvement is a management philosophy that seeks continual improvement of machinery, materials, labor utilization, and production methods through applications of suggestions and ideas of company teams.

FALSE

34. (p. 292) Kaizen is a technique that emerged as a refinement of the philosophy of continuous improvement.

FALSE

35. (p. 300) While benchmarking is an inward looking process of quality improvement, continuous improvement is an outward looking process that extends outside the organization.

TRUE

36. (p. 291) Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

B. Determine the cause and effect relationships between process variables and output

65. (p. 296) Design of experiments is a statistical methodology often used in six-sigma projects. It aims to accomplish which of the following?

D. Providing feedback to applicants by the examiners

66. (p. 286) The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means?

A. Auditing firms

67. (p. 286) Which of the following are eligible companies to be considered for the Baldrige award?

D. State highway patrol organizations

68. (p. 286) Which of the following are not eligible to be considered for the Baldrige Award?

C. To help companies review and structure their quality programs.

69. (p. 287) The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?

FALSE

7. (p. 286) An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

B. Analysis and knowledge management

70. (p. 287) Applicants for the Baldrige Award for total quality management must submit an application of 50 pages or less that details the processes and results of their activities under seven major categories. Which of the following is one of those categories?

C. Demonstrated outstanding quality in their products and processes

71. (p. 286) The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?

B. Use of statistical quality control tools

72. (p. 286) Which of the following is not a category reported in applying for the Baldrige Award?

E. Aesthetics

73. (p. 288) The dimension of design quality that concerns the sensory characteristics of the product is which of the following?

C. Reliability

74. (p. 288) The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?

A. Features

75. (p. 288) The dimension of design quality that concerns secondary characteristics is which of the following?

B. Features

76. (p. 289) Which of the following is a dimension of design quality?

A. Aesthetics

77. (p. 289) Which of the following is a dimension of design quality?

A. Failures are caused

78. (p. 289) Which of the following are basic assumptions that justify an analysis of the costs of quality?

B. Prevention costs

79. (p. 289-290) A cost of quality classification is which of the following?

FALSE

8. (p. 297) The Shingo system approach to quality is totally compatible with statistically based approaches to quality control.

D. Internal failure costs

80. (p. 290) Which of the following is the cost of quality classification for costs such as scrap, rework, or repair?

A. Appraisal costs

81. (p. 289) 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?

C. External failure costs

82. (p. 290) 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?

TRUE

9. (p. 288) Design quality refers to the inherent value of the product in the marketplace.