OPMA CH 10

An assumption in p chart calculation is that the sample size is which of the following?

FIXED

________ 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

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

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

which of the following are the four main issues to address in creating a control chart?

-The size of the samples -The frequency of sample -The number of samples -The control limits

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 dollars?

15-20%

What is the minimum number of samples suggested for control charts with variable measurement?

25

The most important part of an operating characteristic curve is between the ____ and the LTPD.

AQL

Which letter denotes the maximum number of defective items that can be found in the sample before the lot is rejected?

C

Which of the following is used to measure how well our process is capable of producing relative to the design specifications

Capability Index

Which of the following is variation that is the inherent in the process itself?

Common Variation

Which quality term refers to the degree to which the product or service design specifications are met?

Conformance

what term refers to the inherent value of the product in the marketplace?

Design Quality

The process of looking outside the company to compare the firm to excellent performers is called _________ benchmarking.

EXTERNAL

According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?

Failure Appraisal

What is the ISO certification regarding quality management requirements in business-to-business dealings?

ISO 9000

ISO ______ standards are concerned with business-to-business transactions while ISO _____ standards are concerned with environmental management,

ISO 9000: everyday business transactions. ISO 14000: environmental management

Which of the following is not an example of a situation where statistical quality control can be applied?

Leaves on the ground below a tree. stat quality control examples: - hotel rooms clean when customers check-in - pain defects in the finish of a car - time to serve customers from a drive-thru window

You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma Standards?

NO

Which distribution is used to calculate the probability of producing a defect?

NORMAL

Which of the following is the control chart that measures the fraction defective of each individual sample tested?

P Chart

Brand name recognition is an example of which dimension of quality?

Perceived Quality

The underlying distribution for the c-chart is which of the following?

Poisson

Which two control charts are typically used together?

R CHART & X BAR CHART

the range of allowable values associated with a process (given the intended use of the products is known as which of the following.

Specifications limits

Which of the following is a quality management standard developed specifically for the telecommunications industry?

TL 9000

True or false: The effect of setting specification limits on product design allows businesses to monitor processes against these limits

TRUE

What do SIx Sigma programs seek to reduce in processes?

Variation

What chart is a plot of the averages of the samples that were taken from a process?

X BAR CHART

When measurements from periodic samples stay _____ the control limits the process can be assumed to be working properly.

between

When calculating control limits for a c-chart, c represents the average number of ____ per unit.

defects

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 producing products or services.

Which type of quality cost deals with scrap, rework and repair?

internal failure costs.

Expenditures related to achieving product or service quality include all of the following except:

manufacturing costs

which of the following is defined as the difference between the highest and lowest numbers in a sample?

range

When a customer audits its supplier in regards to ISO certification, this is referred to as a _________ certification.

second party

When measuring variables, it is often preferable to use a small sample size because

small samples are less costly small samples can be gathered quickly

To achieve quality at the source, who is responsible for ensuring that quality specifications are met?

the person doing the work

True or false: total quality management requires companies to deal with all the dimensions of products and services that important to the customer.

true