Ch 10 LS

If the calculated lower control limit for a p-chart is a negative value, then which of the following is used for the lower control limit?

0

Which piece(s) of information is/are needed to calculate DPMO? 1. Unit 2. Defect 3. Opportunity

1, 2, and 3

The cost of quality has been estimated at what percentage of every sales dollar?

15-20%

Total quality management became a national concern in the United States during what decade?

1980s

The standard practice in statistical process control for variables is to set control limits to how many standard deviations from the mean?

3

How many defects per million units are permitted to meet Six Sigma standards?

3.4

ISO 9000 standards are based on the ________ quality management principles.

7

Six Sigma refers to

A quality improvement philosophy and program. A description of the quality goal of no more than 3.4 defects per million opportunities.

When constructing a sampling plan, the values for n and c are determined by which four factors?

AQL β LTPD α

Which of the following is not a dimension of quality?

Appraisal

Which of the following is variation that is caused by factors that can be clearly identified?

Assignable variation

Quality characteristics that are classified as either conforming or not conforming to specification are known as which of the following?

Attributes

Which of the following is the ratio of the range of values produced by a process divided by the range of values allowed by the design specification?

Capability index

Which of the following is variation that is 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

Which is the correct formula for calculating DPMO?

DPMO = (Number of defects/Number of opportunities x Number of units) x 1,000,000

DMAIC is an acronym that stands for which set of terms?

Define, Measure, Analyze, Improve, Control

Which six sigma tool requires changing each individual variable to determine the most influential one?

Design of experiments (DOE)

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

Design quality

Which of the following are typical objectives of process control plans?

Detect shifts in the process. Provide information about whether items are meeting design specifications.

Where in a process is there an opportunity for defects?

Every step or activity

True or false: ISO 9000 recognizes companies each year for outstanding quality management systems.

False

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

ISO 9000

Which of the following is an example of a variable?

Inspecting the diameter of holes drilled into a pipe

Which of the following is not an example of when to use a c-chart?

Inspecting the diameter of holes drilled into a pipe

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

When a service is being provided, who is typically responsible for ensuring quality at the source?

Location operations manager

If the percentage of defectives in acceptance sampling is greater than a specified amount, it is termed with which of the following?

Low quality

Which of the following companies made process capability and product design famous by adopting Six Sigma limits?

Motorola

The graphical display of the probability of accepting lots with varying percentages of defects is termed?

Operating characteristic curves

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

P-chart

Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?

Pareto charts

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

Poisson

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

QS-9000

Which of the following is a plot of the average of the range within each sample?

R-chart

When a good or service is classified as either conforming or nonconforming, this is what type of measurement?

Sampling by attributes

Which dimension of design quality refers to the ease of repair?

Serviceability

What term refers to the philosophy and methods that companies use to eliminate defects in their products and processes?

Six Sigma

The range of allowable values associated with a process (given the intended use of the product) is known as which of the following?

Specification limits

In statistical quality control (SQC) terminology, sigma is often called which of the following?

Standard deviation

Which of the following terms describes testing a random sample of output from a process to determine whether the process is producing items within a preselected range?

Statistical process control

What covers the quantitative aspects of quality management?

Statistical quality control (SQC)

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

TL 9000

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

The person who does the work

True or false: A product can have high design quality with low conformance quality, and vice versa.

True

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

True

What do Six Sigma programs seek to reduce in processes?

Variation

When larger samples are needed for finer variations in a process, which chart would be better suited?

X bar

When measurements from periodic samples stay _____ the control limits, the process can be assumed to be working properly. (Enter only one word per blank.)

between

When the mean and standard deviation of a process is operating such that the control limits are acceptable relative to specification limits, the process is said to be

capable

There are two aspects to analyzing the data for benchmarking, they are

comparing performance of the process against certain measures. comparing actual processes.

Each step or activity, when using six sigma, a company performs represents an opportunity for a(n) _________ to occur.

defect

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

external

True or false: It is possible to have zero variability in a process.

false

Process limits relate to

how consistent the process is for making a product.

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

perceived quality

Which of the following is not a quality management principle in ISO 9000?

product design

The purpose of ______ is to find when the process has changed in some nonrandom way.

sampling

The cost of quality involves the cost of

scrap. warranties. rework.

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

second party

What is the preferable sample size in process control involving the measurement of variables?

small

If the process mean shifts away from the nominal value (middle) toward either the higher or lower specification, the capability index will shift which direction?

smaller

Design quality is considered a(n) __________ for the firm.

strategic decision

Since it is not easy to determine how well a sampling plan discriminates between good and bad quality, you should always examine __________ before using a sampling plan.

the OC curve

Which is the best form of ISO certification?

third party

In the acronym DMAIC, what does the C stand for?

to control

_____and ______ specification limits define acceptable parameters and the target value of a process.

upper, lower

______ are characteristics that can be measured numerically, such as weight, length, or diameter.

variables

Which of the following is a plot of the means of the samples that were taken from a process?

x bar chart