Chapter 12
False
"Quality at the source" refers to the degree to which product or service design specifications are met
False
One of the tools common to all quality efforts is leadership.
True
Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.
External failure costs
costs for defects that pass through the system (e.g. warranty replacement, product repair, etc.)
appraisal costs
costs of the inspection and testing to ensure that the product or process is acceptable
confomrance quality
degree to which the product or service design specifications are met
Run chart
depict trends in data over time
Pareto Chart
help to break down a problem into components
Design Quality
inherent value of the product in the marketplace
reduced variation
no more than four defects per million units
cause and effect diagram
show relationships between causes and problems
Prevention Costs
sum of all the costs to prevent defects (e.g. train personnel, new equipment)
process control chart
used to assure that processes are in statistical control
opportunity flow diagram
used to separate value-added from non-value-added
analyze
A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?
Flow chart
A graphic organizer that can be used to show the procedural pathways within a program.
DMAIC
A six-sigma process: define, measure, analyze, improve, and control.
False
An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.
True
An operational goal of total quality management is the careful design of the product or service.
improve
An opportunity flow diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category?
True
An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.
Shingo fail-safe design
Checklists Special tooling that prevents workers from making errors
ISO
ISO 9000 an international reference for quality; ISO 14000 primarily concerned with environmental management 12
False
ISO 9000 is primarily concerned with environmental management.
False
TQM is an acronym meaning "total quality measurement".
True
The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.
Demonstrated outstanding quality in their product and processes
The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?
False
The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.
Pareto Chart
Which of the following is an analytical tool used in Six-Sigma quality improvement programs?
False
While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.
Design of Experiments
a statistical methodology to determine cause-and-effect relationships between process variables and output
Failure mode and effect analysis
a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage in the process
Malcom Baldrige National Quality Award
an award given by the President of the United States to organizations judged to be outstanding in specific managerial tasks that lead to improved quality for both products and services
Checksheet
basic form to standardize data collection
internal failure costs
costs for defects incurred within the system (e.g. scrap, rework, repair)
