Supply Chain- CH. 12

Appraisal costs

costs of the inspection and testing to ensure that the product or process is acceptable

Conformance 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

Total quality management

managing the entire organization so that it excels on all dimensions of products and services that are important to the customer

reliability

problem traced back to design of laptop, the place of battery was designed in front near the two hottest area - CPU and the graphic process --a layout problem)

Conformance

quality problem (not built to specifications, faulty process contaminated the cathodes)

Cause-and-effect diagram

show relationships between causes and problems

Prevention costs

sum of all the costs to prevent defects

Process control chart

used to assure that processes are in statistical control

Opportunity flow diagram

used to separate value-added from non-value-added

External failure costs

costs for defects that pass through the system

B

A Pareto chart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

B

A cost of quality classification is which of the following? A. Material costs B. Prevention costs C. Variable overhead D. Direct labor E. Inventory costs

C

A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

A

A flowchart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

E

An analytical tool used in Six-Sigma quality improvement programs is which of the following? A. Leadership B. Continuous improvement C. Quick response D. Partnership diagrams E. Checksheets

D

An opportunity flow diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

B

Applicants for the Baldrige Award for total quality management must submit an application of up to 50 pages that details the processes and results of their activities under seven major categories. Which of the following is one of those categories? A. DMAIC B. Analysis and remember management C. Standardization D. Control E. Inspection protocols

B

Design of experiments is a statistical methodology often used in Six-Sigma projects. It aims to accomplish which of the following? A. Keep careful track of the occurrences of each possible defect. B. Determine the cause-and-effect relationships between process variables and output. C. Report defects to management on a Pareto chart. D. Carefully change each individual process variable until the cause of a defect is found. E. Eliminate defects by finding out who or what is causing them.

C

Failure mode and effect analysis is used in Six-Sigma projects. It involves which of the following? A. Closely examining each rejected part to determine the cause B. A careful sampling plan C. Calculating a risk priority number for each possible failure D. Reporting the effect each failure has had on a customer E. Multivariate testing

D

The Malcolm Baldrige Award selection process helps improve quality and productivity by which of the following means? A. Stimulating foreign-based suppliers of American companies to improve quality B. Reporting quality levels among American firms C. Identifying American firms with the most difficult quality problems D. Providing feedback to applicants by the examiners E. Helping Baldrige award winners increase their sales

C

The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following? A. Instituted a Six-Sigma approach to total quality control. B. Demonstrated a high level of product quality. C. Demonstrated outstanding quality in their products and processes. D. Have a world-class quality control function. E. Most significantly improved their product quality levels.

A

The dimension of design quality that concerns secondary characteristics is which of the following? A. Features B. Serviceability C. Reliability D. Reputation E. Perceived quality

C

The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following? A. Response B. Serviceability C. Reliability D. Reputation E. Perceived quality

E

The dimension of design quality that concerns the sensory characteristics of the product is which of the following? A. Features B. Serviceability C. Perceived quality D. Reputation E. Aesthetics

A

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. Which of the following was not part of that message? A. Quality is free B. Leadership from senior management C. Customer focus D. Total involvement of the workforce E. Continuous improvement

C

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. Which of the following was part of that message? A. Fourteen steps for quality management B. Quality is free C. Customer focus D. Zero defects E. Six Sigma

C

The primary purpose of the Malcolm Baldrige National Quality Award is which of the following? A. To encourage the spread of statistical quality control B. To improve human resource development and management in manufacturing C. To help companies review and structure their quality programs D. To prove that American firms were competitive in quality E. To emphasize the use of quantitative methods in process management

A

Which of the following are basic assumptions that justify an analysis of the costs of quality? A. Failures are caused. B. Prevention is more expensive. C. Performance can be learned. D. Rules of thumb don't always work. E. Appraisal costs are less than prevention costs.

A

Which of the following are eligible companies to be considered for the Baldrige award? A. Auditing firms B. Offshore suppliers to U.S. companies C. Firms operating only outside the U.S. D. State government agencies E. None of these

D

Which of the following are not eligible to be considered for the Baldrige Award? A. Small businesses B. Health care organizations C. Educational institutions D. State highway patrol organizations E. Nuclear power plants

A

Which of the following is a dimension of design quality? A. Aesthetics B. Price C. Quality at the source D. Distribution E. Leadership

B

Which of the following is a dimension of design quality? A. Price B. Features C. Color D. Weight E. Quality at the source

B

Which of the following is an analytical tool used in Six-Sigma quality improvement programs? A. Leadership B. Pareto charts C. Management by fact D. Continuous improvement E. Kaizen

B

Which of the following is not a category reported in applying for the Baldrige Award? A. Corporate leadership B. Use of statistical quality control tools C. Business results D. Consumer and market focus E. Strategic planning

E

Which of the following is not an analytical tool used in Six-Sigma quality improvement programs? A. Flowcharts B. Run charts C. Control charts D. Pareto diagrams E. Decision diagrams

C

Which of the following is the cost of quality classification for costs such as defects that pass through the system (e.g., customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair)? A. Appraisal costs B. Prevention costs C. External failure costs D. Customer return cost E. Workmanship costs

A

Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable? A. Appraisal costs B. Prevention costs C. External failure costs D. Internal failure costs E. Checking costs

D

Which of the following is the cost of quality classification for costs such as scrap, rework, or repair? A. Appraisal costs B. Prevention costs C. External failure costs D. Internal failure costs E. Rework and wastage

Third party

a "qualified" national or international standards or certifying agency serves as audito

Second party

a customer audits its supplier

flowchart

a diagram of the sequence of operations

First party

a firm audits itself against ISO 9000 standards

checksheet

basic form to standardize data collection

Internal failure costs

costs for defects incurred within the system