Operations test 2

z

3

Quality control charts usually have a central line and upper and lower control limit lines. Which of the following is not a reason that the process being monitored with the chart should be investigated?

A change in raw materials or operators

Failure mode and effect analysis is used in six-sigma projects. It involves which of the following?

Calculating a risk priority number for each possible failure

Which of the following refers to the physical presence of the customer in a service system?

Customer contact

A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

Define

Which of the following is a dimension of design quality?

Features, Durability, serviceability, perceived quality

Which of the following is the cost of quality classification for costs such as scrap, rework, or repair?

Internal Failure costs

The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. What is the message?

Leadership from senior management, customer focus, total involvement of workforce, continuous improvement

In the service-system design matrix, a face-to-face total customization service encounter is expected to have which of the following?

Low Production efficiency

LCL for R is

Lower control limit times R

PERT is an abbreviation for which of the following methodologies?

Program evaluation and review technique

The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?

Reliability

Which of the following is a characteristic that can be used to guide the design of service systems?

Services cannot be inventoried

Analytical tools used in six-sigma quality improvement programs?

flowcharts, run charts, pareto charts, checksheets, cause and effect diagrams, opportunity flow diagram, control charts

n

sample size

Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?

service package

s

standard deviation of process

A project starts out as which of the following?

statement of work

cpm should be

the longest process

UCL for R is

Upper control limit times R

Quality control charts usually have a central line and upper and lower control limit lines. Which of the following are reasons that the process being monitored with the chart should be investigated?

A single plot falls above or below the control limits

The dimension of design quality that concerns the sensory characteristics of the product is which of the following?

Aesthetics

A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

Analyze

In monitoring process quality we might use which of the following statistics?

Difference between the highest and lowest values

Which of the following is the cost of quality classification for costs such as defects that pass through the system, such as customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair?

External failure costs

A2

Factor for X chart

Which company is mentioned in the text as a pioneering of the production line approach to delivering on-site service?

McDonalds

A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

Measure

With which of the following should we use an "X-bar" chart based on sample means to monitor process quality?

Tire pressures in an auto assembly plant

Elements of good service guarantees

Unconditional, meaningful to the customer, easy to understand and communicate, painless to invoke

LCL for X bar is

X bar minus 3 times s

UCL for X bar is

X bar plus 3 times s

X bar is

average of sample means

R

average of the measurement differences