chapter 6

A Three Sigma program has how many defects per million? 34 3 3 times the standard deviation 2700 1500

2700

A Six Sigma program has how many defects per million? 3.4 34 1000 6 times the standard deviation 2700

3.4

If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? 3.4 6.0 34 2700 6 times the monthly standard deviation of passengers

3.4

Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels? 2 3 4 5 None of these because quality has no impact on productivity (units/labor hr.).

5

Members of quality circles are: paid according to their contribution to quality. external consultants designed to provide training in the use of quality tools. always machine operators. all trained to be facilitators. None of these; all of the statements are false.

None of these; all of the statements are false.

Which of the following is NOT one of the major categories of costs associated with quality? prevention costs appraisal costs internal failure costs external failure costs None of these; they are all major categories of costs associated with quality.

None of these; they are all major categories of costs associated with quality.

PDCA, developed by Shewhart, stands for which of the following? Plan-Do-Check-Act Plan-Develop-Check-Accept Problem-Develop Solution-Check-Act Problem-Do-Continue-Act Prepare-Develop-Create-Assess

Plan-Do-Check-Act

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of Vilfredo Pareto. Armand Feigenbaum. Joseph M. Juran. W. Edwards Deming. Philip B. Crosby.

W. Edwards Deming.

In his book, Safe Patients, Smart Hospitals, Dr. Peter Pronovost emphasizes the use of what tool to reduce catheter infections? a Pareto chart a flowchart a cause-and-effect diagram a checklist a statistical process control chart

a checklist

Which of the determinants of service quality involves having the customer's best interests at heart? access courtesy credibility responsiveness tangibles

credibility

The goal of inspection is to: detect a bad process immediately. add value to a product or service. correct deficiencies in products. correct system deficiencies. All of these

detect a bad process immediately.

Poka-yoke is the Japanese term for: card. foolproof. continuous improvement. fishbone diagram. just-in-time production.

foolproof.

When sample measurements falls inside the control limits, it means that: each unit manufactured is good enough to sell. the process limits cannot be determined statistically. the process output exceeds the requirements. if there is no other pattern in the samples, the process is in control. the process output does not fulfill the requirements

if there is no other pattern in the samples, the process is in control.

A hospital benchmarked against Ferrari Racing in an effort to: improve patient handoff quality. increase surgery prep time. lengthen surgery duration. reduce the number of doctors. All of these

improve patient handoff quality.

Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the: quality loss function. Pareto chart. ISO 9000 quality cost calculator. process chart. Ishikawa diagram.

quality loss function

Kaizen is a Japanese term meaning: a foolproof mechanism. just-in-time (JIT). a fishbone diagram. setting standards. continuous improvement.

a foolproof mechanism.

Which of the following is FALSE regarding control charts? Values above the upper control limits imply that the product's quality is exceeding expectations. Control charts are built so that new data can be quickly compared to past performance data. Control charts graphically present data. Control charts plot data over time. None of these is false.

Values above the upper control limits imply that the product's quality is exceeding expectations.

Total quality management emphasizes: the responsibility of the quality control staff to identify and solve all quality-related problems. a commitment to quality that goes beyond internal company issues to suppliers and customers. a system where strong managers are the only decision makers. a process where mostly statisticians get involved. ISO 14000 certification.

a commitment to quality that goes beyond internal company issues to suppliers and customers.

"Making it right the first time" is: an unrealistic definition of quality. a user-based definition of quality. a manufacturing-based definition of quality. a product-based definition of quality. the definition of quality proposed by the American Society for Quality.

a manufacturing-based definition of quality.

The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as: continuous improvement. employee empowerment. benchmarking. copycatting. patent infringement.

benchmarking.

A fishbone chart is also known as a: cause-and-effect diagram. poka-yoke diagram. Kaizen diagram. Kanban diagram. Taguchi diagram.

cause-and-effect diagram.

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to: determine whether any of the organization's stakeholders are being wronged by poor quality products. gain ISO 9000 certification for the organization. obtain a product safety certificate from the Consumer Product Safety Commission. have the organization's legal staff write disclaimers in the product instruction booklets. compare the cost of product liability to the external failure cost.

determine whether any of the organization's stakeholders are being wronged by poor quality products.

Building high-morale organizations and building communication networks that include employees are both elements of: ISO 9000 certification. Six Sigma certification. employee empowerment. Taguchi methods. the tools of TQM.

employee empowerment.

One of Britain's largest children's hospitals working with Ferrari Racing is an example of: internal benchmarking. external benchmarking. Taguchi concepts. employee empowerment. corporate responsibility.

external benchmarking.

Which of the four major categories of quality costs is particularly hard to quantify? prevention costs appraisal costs internal failure costs external failure costs None is hard to quantify.

external failure costs

Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements? flexible pricing increased productivity lower rework and scrap costs lower warranty costs All of these are aspects of reduced costs by quality improvements.

flexible pricing

Which of the determinants of service quality involves performing the service right the first time? access courtesy credibility reliability responsiveness

reliability

A quality loss function includes all of the following costs EXCEPT: the cost of scrap and repair. the cost of customer dissatisfaction. inspection, warranty, and service costs. sales costs. costs to society.

sales costs.

The process improvement technique that sorts the vital few from the trivial many is: Taguchi analysis. Pareto analysis. benchmarking. Deming analysis. Yamaguchi analysis.

Pareto analysis

Which of the following statements is NOT true? Self-promotion is not a substitute for quality products. Inferior products harm a firm's profitability and a nation's balance of payments. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. Quality—be it good or bad—will show up in perceptions about a firm's new products, employment practices, and supplier relations. Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.

Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product.

Which of the following statements regarding Arnold Palmer Hospital is FALSE? The hospital uses a wide range of quality management techniques. The culture of quality at the hospital includes employees at all levels. The hospital scores very highly in national studies of patient satisfaction. The hospital's high quality is measured by low readmission rates, not patient satisfaction. The design of patient rooms, even wall colors, reflects the hospital's culture of quality.

The hospital's high quality is measured by low readmission rates, not patient satisfaction.

What refers to training and empowering frontline workers to solve a problem immediately? just-in-time poka-yoke benchmarking kaizen service recovery

service recovery

Based on his 14 Points, Deming is a strong proponent of: inspection at the end of the production process. an increase in numerical quotas to boost productivity. looking for the cheapest supplier. training and knowledge. All of these.

training and knowledge.

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality? communication, courtesy, and credibility competence, courtesy, and security competence, responsiveness, and reliability communication, responsiveness, and reliability understanding/knowing customer, responsiveness, and reliability

communication, courtesy, and credibility

Stakeholders who are affected by the production and marketing of poor quality products include: stockholders, employees, and customers. suppliers and creditors, but not distributors. only stockholders, creditors, and owners. suppliers and distributors, but not customers. only stockholders and organizational executives and managers.

stockholders, employees, and customers.

Marketing issues such as advertising, image, and promotion are important to quality because: they define for consumers the tangible elements of a service. the intangible attributes of a product (including any accompanying service) may not be defined by the consumer. they educate consumers on how to use the product. they make the product seem more valuable than it really is. they raise expenses and therefore decrease profitability.

the intangible attributes of a product (including any accompanying service) may not be defined by the consumer.

Three broad categories of definitions of quality are: product quality, service quality, and organizational quality. user based, manufacturing based, and product based. internal, external, and prevention. low-cost, response, and differentiation. Pareto, Shewhart, and Deming.

user based, manufacturing based, and product based.