SCMT chapter 12

The cost of quality has been estimated at what percentage of every sales dollar? Multiple choice question. 5-10% 10-15% 15-20% 20-25% Over 25%

15-20%

It is generally believed that the correct cost for a well-run quality management program should be under what amount? Multiple choice question. A well-run quality management program should we so well run that its net cost is zero or below. 2.5% 3% 4% 5% 6%

2.5%

Provides methods for collecting, analyzing, and interpreting data for inspection by attributes, parts relate to inspection by variables. Multiple choice question. ANSI/ASQ Z1.4-2003 TL 9000 ISO 14001 QS-9000 ISO/TS 16949

ANSI/ASQ Z1.4-2003

They coach or actually lead a Six Sigma improvement team. Multiple choice question. White belts Master black belts Black belts Yellow belts Green belts

Black belt

Which of the following is an operational goal of TQM? Check all that apply. Multiple select question. Ensuring the organization's systems can consistently produce the desired design. Making sure that every potential customer is satisfied with the design of the product or service. Malcolm Baldrige National Quality Award Careful design of the product or service

Careful design of the product or service Ensuring that the organization's systems can consistently produce the design

Also called fishbone diagrams. Multiple choice question. Cause-and-effect diagram Pareto chart Process control chart Data collection forms Flowchart Opportunity flow diagram Run chart

Cause-and-effect diagrams

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

Conformance

A __ is simply any component that does not fall within the customer's specification limits

Defect

What term refers to the inherent value of the product in the marketplace? Multiple choice question. Conformance Design quality Reliability Performance

Design quality

Which of the following are key aspects of the Shingo system? Check all that apply. Multiple select question. Drastic cuts in equipment setup times Use of source inspection and the poka-yoke system to achieve zero defects Continuous reinforcement and rewards Setting of stretch objectives for improvement

Drastic cuts in equipment setup times Use of source inspection and poka-yoke system to achieve zero defects

Where in a process is there an opportunity for defects? Multiple choice question. Final step or activity Every step or activity First step or activity Critical steps or activities

Every step or activity

ISO-9000 is primarily concerned with environmental management.

False ISO 9000 has become an international reference for quality management requirements in business-to-business dealing, and ISO 14000 is primarily concerned with environmental management.

What is required to prevent errors becoming defects? Multiple choice question. Single-minute exchange of die (SMED) procedures Swift punishment Feedback

Feedback

Which of the following is not a type of inspection in Shingo's approach? Multiple choice question. Self-check Final inspection Successive check Source inspection

Final inspection

Which of the following tools can be used in the Define step of the DMAIC cycle? Multiple choice question. Cause-and-effect diagrams Process control charts Checksheets Flow charts

Flow chart

Which is the ISO certification regarding environmental management? Multiple choice question. ISO 31000 ISO 9000 ISO 14000 ISO 26000

ISO 14000

In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables? Multiple choice question. Measure Improve Control Analyze

Improve

Which type of quality cost deals with scrap, rework and repair? Multiple choice question. Appraisal costs Prevention costs External failure costs Internal failure costs

Internal failure costs

According to the Shingo System, the way to prevent defects from coming out at the end of a process is to what? Multiple choice question. Introduce controls within the process Have large numbers of inspections Use statistical quality control

Introduce controls within the process

According to the Shingo System, the way to prevent defects from coming out at the end of a process is to what? Multiple choice question. Introduce controls within the process Use statistical quality control Have large numbers of inspections

Introduce controls within the process

Lowering ___ inventory , Correct Unavailable requires a high level of quality because processes need to be predictable since extra ____ inventory , Correct Unavailable is not available.

Inventory, inventory

Expenditures related to achieving product or service quality include all of the following except: Multiple choice question. Manufacturing costs Appraisal costs Failure costs Prevention costs

Manufacturing costs

Where a product is involved, who is responsible for ensuring that quality specifications are met?

Manufacturing management

They receive in-depth training on statistical tools and process improvement. Multiple choice question. Black belts Master black belts Yellow belts White belts Green belts

Master black belt

The dimension of design quality that concerns the past performance and reputation is which of the following?

Perceived quality

When assembling a child's toy at home, a piece can only be fitted with another specific piece. This is an example of a(n) Blank______. Multiple choice question. poka-yoke poor design self-check kaizen

Polka-yoke

When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification. Multiple choice question. first party second party third party customer

Second party

Which dimension of design quality refers to the ease of repair? Multiple choice question. Aesthetics Performance Serviceability Reliability

Serviceability

Successful implementation of Six Sigma is based on using what? Check all that apply. Multiple select question. Master black belts Black belts Sound personnel practices Technical methodologies

Sound personnel practices Technical methodologies

___ check inspection is performed by the next person in the process or by an objective evaluator such as a group leader.

Successive

Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

TRUE Six Sigma refers to the philosophy and methods companies such as General Electric and Motorola use to eliminate defects in their products and processes.

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 There are a number of definitions and interpretations of the term cost of quality. From the purist's point of view, it means all of the costs attributable to the production of quality that is not 100 percent perfect.

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.

TRUE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.

Which is the best form of ISO certification? Multiple choice question. First party Second party Third party There is no best form

Third party

True or false: Lean Six Sigma combines the tools of Six Sigma with the concepts of lean manufacturing? True false question. True False

True

Which piece(s) of information are needed to calculate DPMO? Check all that apply. Multiple select question. Efficiency Unit Cost of goods sold Opportunity Defect

Unit Defect Opportunity

What do Six Sigma programs seek to reduce in processes?

Variation

Which of the following is not a dimension of quality?

appraisal

The idea behind the ISO standards is that defects can be prevented through the planning and application of at every stage of business

best practices

DPMO refers to

defects per million opportunities

What is it called when a firm looks externally and examines what competitors and excellent performers outside the industry are doing?

external benchmarking

ISO 9000 and ISO 14000 are ___ standards for quality management and assurance

international

A flowchart as part of a Six Sigma quality improvement process might be found in which DMAIC category?

to define

TQM stands for

total quality management

What term means managing the entire organization so that it excels on all dimensions of products and services that are important to customers?

total quality management