SCM - Chapter 10: Quality

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

False

In the process capability ratio, six sigma captures almost 88% of the process variability. (True/False)

False

Quality must be defined by engineers. They are the only one who know what it means to be fit for use. (True/False)

False

Quality has more influence on a company than any other value-added dimensions. (True/False)

True

The core objective in six sigma is to reduce variation in processes. (True/False)

True

You need to evaluate services quality a little differently than you evaluate product quality. (True/False)

True

The goal for the size of the Santa on a Christmas Santa cup is 3.5 cm 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 and the standard deviation is 0.28 cm. What is CP? (rounded to three decimals) a. 1.071 b. 1.000 c. 0.700 d. 0.007 e. 0.701

a. 1.071

Which "Quality of Service" dimension would you be assessing when asking the question, "How knowledgeable and courteous are the service employees and how well do they convey trust and confidence?" a. Assurance b. Responsiveness c. Reliability d. Tangibles e. Empathy

a. Assurance

A control chart that measures attributes measures what? a. Characteristic that has a discrete value and can be counted b. Characteristics that can be measured on a continuum of value like weight and volume c. Characteristics that are soft and pliable d. Characteristics that can be controlled e. All of the above f. Only a and c

a. Characteristic that has a discrete value and can be counted

With respect to control chart logic, processes that are designed to produce to a specific quality number is called? a. Target b. Variability c. Confidence d. Quality e. None of the above

a. Target

A control chart that is constructed using a mean is called a/an... a. x̄ chart b. R-chart c. p-chart d. s-chart e. None of the above

a. x̄ chart

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?" a. Features b. Aesthetics c. Serviceability d. Conformance e. Perception

b. Aesthetics

The Ishikawa cause-and-effect diagram is also known as the a. Ishi's quality diagram b. Fishbone diagram c. Pareto diagram d. Push back diagram e. None of the above

b. Fishbone diagram

The total-cost-of quality framework breaks out quality costs into which four categories a. Internal failure costs, appraisal costs, preventions costs, accreditation costs b. Prevention costs, appraisal costs, Internal failure costs, external failure costs c. Appraisal costs, external failure costs, accreditation costs, aggregate costs d. Accreditation costs, routing costs, external failure costs e. None of the above

b. Prevention costs, appraisal costs, Internal failure costs, external failure costs

A control chart that is constructed using a range is called a/an... a. x̄ chart b. R-chart c. p-chart d. s-chart e. None of the above

b. R-chart

Which "Quality of Service" dimension would you be assessing when asking the question, "How willing, able, and promptly is the service provider to help you?" a. Tangibles b. Responsiveness c. Empathy d. Reliability e. Assurance

b. Responsiveness

The tool that monitors processes and keeps them production high-quality products is? a. Process capability ratio b. Statistical process control c. Returns defect analysis d. Reengineering e. None of the above

b. Statistical process control

How is the statistical concept of six sigma used? a. Consistently meets established quality, cost, delivery, financial and cost objectives b. 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 c. Meets adjustments to change or switchover the type of products produced on a manufacturing line d. Partners between distribution channel members that changes the traditional replenishment process from distribution-generated purchase orders e. All of the above f. Both b and d

b. 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

What does a process capability analysis allow you to do? a. Meets adjustments to change or switchover the type of products produced on a manufacturing line b. Verify that your process is capable of performing at your desired quality level c. Help make the decision for which carrier to use for a service route d. Allows you to visualize the status of inventory in the supply chain from some point upstream e. None of the above

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

By investing in prevention and appraisal costs, your real goal is what? a. Approved suppliers for doing business b. Understand and computerize the human thought process c. Identify and eliminate the causes of problems before they occur d. Refer to the lowest level of division for a process or a product e. None of the above

c. Identify and eliminate the causes of problems before they occur

Which of the following helps you make priorities visible by showing the frequency at which each cause occurs? a. PDCA b. Fishbone diagram c. Pareto diagram d. Ishikawa cause-and-effect diagram e. None of the above

c. Pareto diagram

What are the four stems to E. Edward Deming's four-step continuous improvement processes? a. Stop, Review, Regroup, Start b. Review, Plan, Find, Repeat c. Plan, Do, Check, Act d. Check, Repeat, Reassess, Act e. None of the above

c. Plan, Do, Check, Act

Under what circumstances would you use process capability analysis? a. You want to improve the performance process b. You need to find out what is causing poor quality c. You want to verify that the process is capable of consistently producing good outputs d. You don't know what you are doing e. All of the above

c. You want to verify that the process is capable of

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? a. µ b. λ c. k d. P e. None of the above

c. k

A control chart that is constructed using a proportion is called a/an... a. x̄ chart b. R-chart c. p-chart d. s-chart e. None of the above

c. p-chart

Suppose that the design engineering team set the specifications for length of a stamped sheet-metal part at 10 inches (T) with acceptable tolerances of ±.05 inches (USL and LSL). The average length of the products produced by the actual stamping process is 9.995 inches (m) with a standard deviation of .005 inches (s). What is your Cp? a. 10.00 b. 9.99 c. 1.11 d. 3.33 e. 0.888

d. 3.33 (10.05-9.95)/6(0.005) =.10/.03

To achieve quality at the source, you need to focus on which of the following? a. Prevention b. Personal responsibility c. Standardization d. All of the above e. Only b and c

d. All of the above

Six Sigma is built on which very critical fact? a. Mannerisms are inherent in human acts during the purchasing process b. Capacity should be understood and defined for each level in the organization c. It takes time for cash to flow back into the company after it has been spent d. Variability in a process produces defects, errors, and waste e. None of the above

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

Which quality guru is responsible for the four step—Plan, Do, Check, Act (PDCA)—cycle that is used by almost every global manufacturer today? a. Joseph M. Juran b. Armand V. Feigenbaum c. Shigeo Shingo d. W. Edward Deming e. None of the above

d. W. Edward Deming

Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram? a. People b. Methods c. Machines d. Materials e. All of the above. f. Only b and c

e. All of the above.

Which of the following is a definition of Quality? a. Conformance to specifications b. Whether or not a product or service lives up to customer expectations c. The act of making a group or individual responsible for certain activities or outcomes d. All of the above e. Only a and b

e. Only a and b

Which of the following tools would you use to identify the most-likely cause of a quality problem? a. Brainstorming session b. Ishikawa cause-and-effect diagram c. PDCA analysis d. A fishbone diagram e. Pareto chart

e. Pareto chart

Statistical process control charts measure what? a. Variables b. Attributes c. Rates d. Quality e. All of the above f. Only a and b

f. Only a and b

Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram? a. Materials b. Measurements c. Environment d. Prices e. All of the above f. Only a, b, and c

f. Only a, b, and c

Which of the following is not one of the steps in W. Edward Deming's PDCA cycle? a. Plan b. Procrastinate c. Do d. Check e. Calculate f. Act g. Both b and e

g. Both b and e