Quality Management Final Exam Review

______ are the graphical components of regression analysis A. Histograms B. Pareto diagrams C. Run charts D. Scatter diagrams

Scatter Diagrams

A typical group is selected from the population, and a random sample is taken from within the group. This is an example of _____ sampling A. cluster B. judgment C. simple random D. stratified

a. cluster

If the product is non-repairable, the most appropriate measurement would be A. Mean time to failure B. Mean time between failure C. Wearout D. Early failure

a. mean time to failure

For statistical process control, a good sampling method should always A. minimize sampling cost B. use rational subgroups C. use samples of random measurements over a long period of time D. maximize sample size

b. use rational subgroups

The approximation to a normal distribution can be assumed for sample sizes of A. 25 B. 15 C. 30 or more D. 20

c. 30 or more

The basis for calculation of American Customer Satisfaction Index is A. Ability to meet expectation B. Overall satisfaction C. All of the above D. Overall performance

c. All of the above

A delivery company defines a defect as a package delivered later than the promised delivery time. Management wants to monitor the proportion of such defect packages per week and plans to sample 120 packages every week. The appropriate control chart is a(n) A. X bar chart B. R-chart C. p-chart D. np-chart

c. p-chart

The term _____ is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities A. quality trilogy B. Pareto analysis C. six sigma D. quincunx

c. six sigma

Which of the following is NOT one of the basic applications of a control chart? A. To determine process capability B. To establish a state of statistical control C. To calculate the average range D. To monitor a process to identify special causes of variation

c. to calculate the average range

In a factorial experiment, each combination of different levels of the factor is called a(n) A. main effect B. response C. treatment D. interaction

c. treatment

The quality team at a cosmetics company is continuously involved in monitoring the production process to ensure that the products are meeting specifications. They are also responsible for taking corrective measures when they identify variations in the products. In the context of the three major activities involved in process management, the quality team at the company is engaged in the _____ activity of process management A. mapping B. design C. Improvement D. control

d. control

According to Crosby, _____ is a performance standard which involves concentrating on preventing defects rather than just finding and fixing them A. Baldrige criteria B. continuous improvement C. breakthrough improvement D. zero defects

d. zero defects

_____ are a result of the design of the product and production system and generally account for about 80 to 95 percent of the observed variation in the output of a production process A. Common causes of variation B. Assignable causes of variation C. Special causes of variation D. Remedial causes of variation

A. Common causes of variation

Which of the following is the first House of Quality matrix? A. Customer requirement planning matrix B. Component characteristics matrix C. Process operations matrix D. Technical requirement planning matrix

A. Customer requirement planning matrix

Which of the following is the most widely known process improvement methodology used in Six Sigma? A. DMAIC B. Quincunx C. PDCA D. FADE

A. DMAIC

Which of the following activities of the Design for Six Sigma (DFSS) ensures that the quality level and reliability requirements of the product are achieved? A. Design verification B. Design optimization C. Concept development D. Detailed design

A. Design verification

Which of the following pairs of charts are used together? A. X bar chart and R-chart B. X bar chart and p-chart C. R-chart and p-chart D. R-chart and s-chart

A. X bar chart and R-chart

The _____ measures the degree of asymmetry of observations around the mean A. coefficient of skewness B. coefficient of kurtosis C. coefficient of correlation D. coefficient of determination

A. coefficient of skewness

All else being constant, if the sample size in a p-chart increases from 100 to 120, the upper and lower control limits will A. move closer together B. both shift upward C. move farther apart D. not be affected

A. move closer together

The purchasing department helps a firm achieve quality by A. providing quality-improvement training to suppliers B. ensuring that the products are assembled correctly and eliminating the causes that can lead to defects or errors in the final product C. collaborating with product design engineers to develop realistic specifications for the product D. defining long- and short-term production requirements for filling customer orders and meeting anticipated demand

A. providing quality-improvement training to suppliers

A _____ is the result of some cause that gradually affects the measurement and causes the points on a control chart to gradually move up or down from the center line. A. trend B. process shift C. cycle D. defect

A. trend

When designing a customer satisfaction survey, organizations should use A. compound questions B. questions that address only one issue or idea C. leading questions D. questions with double negatives

B. questions that address only one issue or idea

Which of the following is NOT a tool for descriptive statistics? A. Histogram B. Regression analysis C. Frequency distribution D. Proportion

B. regression analysis

Control limits are often confused with A. center lines B. specification limits C. three sigma limits D. pre-control lines

B. specification limits

The ultimate purchaser of a product or service is referred to as a(n) A. internal customer B. external customer C. consumer D. supplier

C. Consumer

Which of the following is the first step in developing a customer satisfaction survey? A. Selecting the group or individuals who will conduct the survey B. Selecting the appropriate survey instrument C. Determining the purpose of the survey D. Designing the survey

C. Determining the purpose of the survey

Which of the following statements regarding customer perceived value (CPV) is true? A. It measures customer satisfaction based on the likelihood of customers recommending the product to other customers B. It focuses more on customer satisfaction than on customer loyalty C. It measures how customers assess benefits of the product against costs in making purchase decisions D. It takes into consideration only existing customers and not potential buyers

C. It measures how customers assess benefits of the product against costs in making purchase decisions

Which of the following stages of the PDSA cycle determines whether the trial plan is working correctly by evaluating the results, recording the learning, and determining whether any further issues or opportunities need to be addressed? A. Do B. Plan C. Study D. Act

C. Study

Which of the following principles supports statistical thinking, a philosophy of learning and action? A. All work occurs in a system of independent processes B. Understanding and increasing variation are keys to success C. Variation exists in all processes D. Variations make it easy to understand root causes in a production process issue

C. Variation exists in all processes

The purpose of Deming's _____ experiment is to show that people can and do affect the outcomes of many processes and create unwanted variation by "tampering" with the process, or indiscriminately trying to remove common causes of variation A. quincunx B. hidden factory C. funnel D. red beads

C. funnel

Customers generally view quality from the _____ perspective A. user B. value C. transcendent or product D. manufacturing

C. transcendent or product

With respect to Pareto analysis, a Pareto _____ is one in which the characteristics observed are ordered from largest frequency to smallest A. histogram B. charter C. quincunx D. distribution

D. distribution

In service applications, the term _____ is generally used to describe a nonconformance A. trend B. cycle C. unit D. error

D. error

Compared to lean tools, Six Sigma tools are more intuitive and easier to apply by anybody in the workplace

False

Every dissatisfied individual and business customers tend to complain to organizations about problems Select one: True False

False

For variable data, the two important quality measures are the proportion nonconforming and nonconformances per unit Select one: True False

False

Juran and Deming agreed on the policy that "Fear can bring out the best in people." Select one: True False

False

Manufacturing is generally more labor intensive compared to services Select one: True False

False

Support processes generally add value directly to a product or service Select one: True False

False

Under quality function deployment (QFD), all operations of a company are driven by the voice of the customer, rather than by edicts of top management. Select one: True False

True

Variable data are A. non-random B. continuous C. not measurable D. discrete

B. continuous

The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services A. distribution B. design C. manufacturing D. marketing

B. design

In which of the following stages of the PDSA cycle is the plan implemented on a trial basis, such as in a laboratory, in a pilot production process, or with a small group of customers, to evaluate a proposed solution and provide objective data? A. Plan B. Do C. Act D. Study

B. Do

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers? A. Mail surveys B. Focus groups C. Online surveys D. Telephone interviews

B. Focus groups

_____ is an approach for mistake-proofing processes, developed by Shigeo Shingo, that involves using automatic devices or simple methods to avoid human error A. Process mapping B. Poka-yoke C. Job enrichment D. Kaizen

B. Poka-yoke

An auto manufacture boasting of 24/7 road side assistance for its customers is an example of which quality dimension of the product? A. Durability B. Serviceability C. Reliability D. Features

B. Serviceability

Which of the following is regarded as the best approach to prevent mistakes in a process because it will not result in rework, scrap, or wasted time? A. Identifying defects and errors soon after they occur and quickly correcting the process B. Conducting a cost-benefit analysis to determine the impact of stopping a process C. Identifying potential defects and errors and stopping a process before they occur D. Designing potential defects and errors out of the process

D. Designing potential defects and errors out of the process

Which of the following perspectives judges quality of a product on the basis of consistency in meeting product specifications A. Transcendent perspective B. Value perspective C. User perspective D. Manufacturing perspective

D. Manufacturing perspective

A _____ defines the project, its objectives, and deliverables, and represents a contract between the project team and the sponsor A. CTQ tree B. project diagram C. SIPOC diagram D. project charter

D. Project Charter

Coffee maker in the hotel room that you are staying is not working. Which quality dimension of the service is missing here? A. Assurance B. Responsiveness C. Empathy D. Reliability

D. Reliability

A confidence interval is an interval estimate of a population parameter that also specifies the likelihood that the interval contains the true population parameter Select one: True False

True

A tolerance reserve or factor of safety in product design is needed to account for engineering uncertainty regarding the maximum variation allowable and compatibility with satisfactory product performance Select one: True False

True

Compared to Six Sigma, TQM is generally limited to simple improvement tools and concepts Select one: True False

True

Customer-supplier partnerships help organizations to improve products through early design recommendations and reduce operations costs through better communications Select one: True False

True

Deming stressed that the highest levels of operational staff in an organization must assume the overriding responsibility for quality management Select one: True False

True

If quality is built into the product properly, inspection should be unnecessary except for auditing purposes and functional testing Select one: True False

True

The Poisson distribution is closely related to the binomial distribution

True

The center line for the np-chart is the average number of nonconforming items per sample Select one: True False

True

The fundamental premise of the PDSA cycle is that improvement comes from the application of knowledge Select one: True False

True

The improvement aspect of process management focuses on continually seeking to achieve higher levels of performance, such as reduced variation, higher yields, fewer defects and errors, and smaller cycle times Select one: True False

True