Chpt 10 Quality Management & Six Sigma (BA339)
___________ specification limits define acceptable parameters and the target value of a process.
upper and lower
Sampling by ________ is a measurement in the amount of deviation from a set standard.
variables
_____________ are characteristics that can be measured numerically, such as weight, length, or diameter.
variables
When measurements from periodic samples stay ________ the control limits, the process can be assumed to be working properly.
within
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
If the lower control limit for the c-chart is negative, then which of the following values should be used?
0
Which of the following are assumptions that justify the costs of quality? 1. Failures occur 2. Prevention is cheaper 3. Performance can be measured
1, 2, and 3
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%
The general belief is that the correct cost for a well-run quality management program is under
2.50%
What is the minimum number of sample sets suggested for control charts with variable measurement?
25
How many defects per million units are permitted to meet Six Sigma standards?
3.4
For a process to be considered six sigma capable, the design specification limits are _____ standard deviations away from the process mean
6
ISO ______ standards are concerned with business-to-business transactions dealing with quality, while ISO __________ standards are concerned with environmental management
9000, 14000
Six Sigma refers to
A description of the quality goal of no more than 3.4 defects per million opportunities. A quality improvement philosophy and program.
The highest interest of an operating characteristic curve is between the _________ and the LTPD.
AQL
Which term describes sampling performed on goods that already exist to determine what percentage of products conform to specifications?
Acceptance sampling
The classic "I love Lucy" scene where they are inspecting the chocolates on the assembly line is an example of what type of quality cost?
Appraisal
Which of the following is not a dimension of quality?
Appraisal
According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?
Appraisal, failure
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
When a product or service can have more than one defect per unit, which of the following is the most appropriate chart?
C-chart
Which of the following is used to measure how well our process is capable of producing relative to the design specifications?
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
In the acronym DMAIC, what does the C stand for?
Control
Which is the correct formula for calculating DPMO?
DPMO = (Number of defects/Number of opportunities x Number of units) x 1,000,000
Who are the three quality gurus?
Deming, Juran, Crosby
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
Warranty costs and customer complaints are examples of which type of quality cost?
External failure costs
An OC curve should be shallow in the region of most interest.
FALSE
ISO 9000 recognizes companies each year for outstanding quality management systems.
FALSE
Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?
Failure mode and effect analysis
The Baldrige Quality Award is given annually in all of these categories except?
Film industry
An assumption in a p-chart calculation is that the sample size is which of the following?
Fixed
ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:
Generic and applicable to any organization.
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 type of quality cost deals with scrap, rework and repair?
Internal failure costs
The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?
Japan
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
Expenditures related to achieving product or service quality include all of the following except:
Manufacturing costs
Which of the following companies made process capability and product design famous by adopting Six Sigma limits?
Motorola
You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma standards?
No
Which distribution is used to calculate the probability of producing a defect?
Normal
Which of the following are the four main issues to address in creating a control chart?
Number, size, control limits, frequency
The graphical display of the probability of accepting lots with varying percentages of defects is termed?
Operating characteristic curves
Which of the following control charts must use a sample large enough to allow counting of the attribute?
P-chart
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
Which of the following is a quality management standard developed specifically for the automobile industry?
QS-9000
Which of the following charts is used when the measure for the sample is weight, volume, number of inches or other variable measurements?
R & X
Which two control charts are typically used together?
R & X
What is used to periodically check that a process is in statistical control?
Sampling
The cost of quality involves the cost of
Scrap, warranties, rework
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
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
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
A product can have high design quality with low conformance quality, and vice versa.
TRUE
The lot size has little effect on the risk associated with an acceptance sampling plan.
TRUE
Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.
TRUE
ISO, international standards for quality management and assurance, was developed by?
The International Organization of Standardization
To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?
The person who does the work
Which is the best form of ISO certification?
Third party
The standard practice in statistical process control for variables is to set control limits to how many standard deviations from the mean?
Three
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
Which letter denotes the maximum number of defective items that can be found in the sample before the lot is rejected?
c
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
When calculating control limits for a c-chart, c represents the average number of ___________ per unit.
defects
Statistically, regardless of lot size, the probability of defects remains the same assuming that
defects are randomly spread throughout. the lot is randomly chosen.
Often, a(n) ____________________ in productivity occurs as a by-product of efforts to reduce the cost of quality.
increase
When measuring variables, it is often preferable to use a small sample size because
large samples give more narrow process control limits. small samples can be gathered quickly. small samples are less costly.
In the beginning, it is best to have ______ frequent sampling until confidence builds in the process.
more
ISO 9000 standards are based on the ____________ quality management principles
seven
What is the preferable sample size in process control involving the measurement of variables?
small
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
When choosing how often to take samples, there is a trade-off between the costs of sampling and
the benefit of adjusting the system.
ISO 14000 has a three-pronged approach that include
environmental management requirements, standards for monitoring air, water, and soil; the development of environmentally friendly products and services.
ISO 14000 addresses the need to be __________responsible.
environmentally
The process of looking outside the company to compare the firm to excellent performers is called ________ benchmarking.
external
Process limits relate to
how consistent the process is for making a product.
In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?
improve
Which of the following is not a quality management principle in ISO 9000?
product design
Cost of quality (COQ) is a primary function for the
quality control department.
The purpose of ______ is to find when the process has changed in some nonrandom way.
sampling
When a customer audits its supplier in regards to ISO certification, this form of certification is referred to as ____________.
second party
Standard practice in statistical process control for variables is set to ______ standard deviations above the mean and _______ standard deviations below.
three/three