[TOTALQM] Finals Reviewer Alvarez
Which of the following tools are commonly used together? Histogram and Pareto chart C
chart and P-chart X chart and Range chart Gantt chart and Flow chart None of the above- C
In the practice of Total Quality Management, prevention is encouraged more than inspection.
True
Process capability is a measure of the relationship of design specifications over natural tolerance of a product or process.
True
A technique for prioritizing types or sources of problems, it separates the "vital few" from the "trivial many". 2 15 17 8 None of the above
A
An operator in charge of overseeing a Roller Coaster ride counts the number of people in the line every 10 minutes. The operators of the ride would like to determine whether the length of the line is In control or Out-of-Control by identifying the maximum and minimum limits. This will help them determine the ideal length of line in the ride. What type of data is the operator dealing with? Variable Data Attribute Data
A
Continuous improvement philosophy is clearly evident in the Deming's cycle. This chain is represented by the acronym: PDCA TQM DMAIC RATER SERVQUAL
A
Each morning while you were at breakfast in a resort, the room was thoroughly cleaned and extra towels were left for the pool/beach. This is an example of a: Satisfier Dissatisfier Delighter None of the above
A
For convenience stores, a determinant of quality that customers perceive to be of utmost importance is: Access Communication Empathy Assurance All of the above
A
Groceries such as Puregold and Savemore are perceived to be offering the better customer experience, as the prices of their goods are generally lower than that of their competitors. The consumer's view of quality is considered to be: Value based User-based Transcendent Manufacturing-based Product-based
A
Having Global Positioning System (GPS) in cars provide more advantage to car owners. Customers generally can live without such requirement, but when choosing between cars, customers tend to compare additional features. This is an example of a: Satisfier Dissatisfier Delighter None of the above
A
In Deming's 14 Principles of Management, though this is listed the last, it represents the most important principle, without which the others will not work. Management commitment Improve every process Drive out fear in the workplace Constancy of Purpose All of the above
A
In what service business does preference for "Tangibles" applies most? Fine dining restaurant Guidance counseling Accounting firm Insurance agency Banks
A
Root cause analysis is an approach using statistical, quantitative, or qualitative tools to identify and understand the root cause. Among the following tools, which cannot be used in such analysis? 17 11 8 7 None of the above
A
This may be used to compare two or more data and display "quantitative" relationship among variables. It is also known as "Prioritization Matrix". 1 18 2 10 None of the above
A
Which determinant of quality should be the primary consideration when buying a "hammer" that is used commonly for construction? Durability Serviceability Aesthetics Security Feature
A
Which of the following statements is TRUE? R bar chart is an alternative to the X-bar chart when sigma and standard deviation of the process is unknown. R-bar chart is a measure of dispersion. X-bar chart tracks the spread of the distribution or dispersion while Range chart measures central tendency. X-bar chart will always yield same result as a Range chart when determining In-Control or Out-of-Control situation. None of the above
A
Among the events listed below, which is an example of an assignable cause variation? Small voltage fluctuations in the plant Crack in a cooling system of a plant Change of temperatures within the day Humidity differences anytime of the day None of the above
B
From the product examples listed below, where does "Serviceability" as a product dimension of quality applies? Candies Automobiles Light bulb Contact Lenses Textbooks
B
He divides quality into 3 parts known as the "Quality Trilogy": Quality Planning, Control, and Improvements. Howard Gitlow Joseph Juran Elton Mayo Edward Deming None of the above
B
If a process has a Cp and Cpk of 2.0, which of the following statements is FALSE? Process is Capable Process is Not Capable It possess Six Sigma Quality Process is producing fewer than 3.4 DPMO None of the above
B
In reference to the results you have derived above, which of the following statements is TRUE? The Cp is greater than the Cpk which means that the Mean is nearer to one specification limit or the other. The Cp is lower than the Cpk which means that the Mean is nearer to one specification limit or the other. The Cp and Cpk are different which means the Mean moves farther from the middle of the specification limits. Cp and Cpk are similar which means, the Mean is close to the middle of the specification limits. None of the above D Using the Process capability (Cp) and Process capability index (Cpk) measures you determined above, the process is described as: Capable NOT Capable
B
In the Kano's Model of Customer Satisfaction, which among the following is the most common source of customer complaints? Satisfiers Dissatisfiers Delighters None of the above
B
It is the tool that can be used primarily after conducting a customer survey. Used commonly for tallying items, this is a tool that facilitates collection of relevant data, displaying it in a visual form that can easily be understood by counting 1 4 20 18 None of the above
B
Known for his concept of the "Hidden Plant"that in every factory a certain proportion of its capacity is wasted through not getting it right first time. Philip Crosby Armand Feigenbaum Kaoru Ishikawa Genichi Taguchi None of the above
B
Quality in this definition is an individual matter and products that best satisfy the person's preferences are those with the highest quality. However this view on quality is difficult to aggregate to represent a general view. Value based User based Transcendent Manufacturing based Product based
B
Similar to a flow chart but includes unpredictable outcomes. It is a method for mapping out every conceivable event and contingency that can occur when moving from a problem statement to possible solutions. 5 9 14 6 None of the above
B
The two "quality gurus" that were involved in training Japanese manufacturers in the 1950's were: Crosby and Shewhart Deming and Juran Crosby and Juran Deming and Crosby None of the above
B
Usually, it is the next tool to use after the Affinity and the Relations Diagrams. This tool brings the issues and problems disclosed by the said diagrams down to the operational planning stage. 5 6 9 14 None of the above
B
When buying a car, everyone expects the car to have air conditioning. This is an example of a: Satisfier Dissatisfier Delighter None of the above
B
Which among the following dimensions apply both to product and service? Serviceability Reliability Conformance Consistency None of the above
B
Which does not belong in the group? 1 7 10 13 16
B
Which is NOT part of Philip Crosby's 4 Absolutes of Quality Management? The definition of Quality is conformance to requirements (not elegance) The system of quality is appraisal (not prevention) The only performance standard is Zero Defects (not close enough) The measurement of quality is the price of non conformance (not indexes) None of the above
B
You purchased your favorite single pack of regular milk chocolate M&M candies. While eating, you see a couple of peanut coated M&Ms mixed in the pack. This is an example of a: Satisfier Dissatisfier Delighter None of the above
B
You buy a pair of rubber shoes. Included in the usual package is a quick dry glue for free. This is an example of a: Satisfier Dissatisfier Delighter None of the above
B/C
A customer boards a plane. Though she only booked an economy class, she was offered to transfer in the business class. This is an example of a: Satisfier Dissatisfier Delighter None of the above
C
A driver uses active cruise control feature of his car for the first time along the highway. He notices that the vehicle automatically brakes the car even before he steps into the break pedal if the car in front of him slows down or stops. This is an example of a: Satisfier Dissatisfier Delighter None of the above
C
A technique that helps identify restrainers and drivers in making decisions or solving problems: 3 15 12 13 None of the above
C
According to this Garvin's definition of quality, quality is something that is intuitively understood but nearly impossible to communicate or define: Value based User based Transcendent Manufacturing based Product based
C
Considered by many as a main contributor in the development of quality management because of his concept of Statistical Process Control in the 1930s. William Edwards Deming Joseph Juran Walter Shewhart Philip Crosby None of the above
C
If you are to show the sequence of tasks needed to be accomplished in an established time frame, the most appropriate tool to use is a: 20 19 18 17 None of the above
C
If you are to use a tool to show the frequency distribution of data by category or class, you would use a: 1 20 15 18 None of the above
C
It can be defined as the probability that a product, system, or service will perform its intended function adequately for a specified period of time, operating in a defined operating environment without failure. Assurance Empathy Reliability Responsiveness Credibility
C
The word "Total" in conjunction with Quality Management means: Full implementation is required in the whole organization The only performance standard in quality is "zero defects". Everyone in the organization participates and quality management is integrated into all functions. Absolute quality is a must
C
These are spreadsheets that graphically display relationships between factors using symbols that have meanings. 20 13 10 4 None of the above
C
This is an example of a tool for mistake proofing to avoid simple human error known as "Poka-Yoke". 7 11 20 3 None of the above
C
This is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period. Chindogu Keiretsu Kaizen Blitz Kanban None of the above
C
Which tool is NOT integrated into the House of Quality? 2 1 19 10 All of the above
C
A new process has just been established on your assembly line. The process is supposed to add an average of 4 grams of a deep red coloring to each bottle of nail polish ±0.1 gram. The standard deviation is 0.1 gram. In reference to the problem above, what is the Process capability (Cp)? 6.57 0.67 3.33 0.33 None of the above
D
According to _____, the only performance measurement is "Zero Defects ". Kaoru Ishikawa Joseph Juran Shigeo Shingo Philip Crosby None of the above
D
According to this Garvin's definition of quality, quality is conformance to the design specifications or requirements. Value based User based Transcendent Manufacturing based Product based
D
If you would like to perform regression analysis and determine whether there is positive, negative, or no relationship between variables, you would use a: 17 11 2 8 None of the above
D
In the context of service quality, these may include the physical appearance of the service facility, the equipment, tools, personnel appearance, and materials used. Aesthetics Features Perceived Quality Tangibles None of the above
D
It is a useful tool for gathering and organizing large number of ideas by identifying natural patterns or groupings. 8 1 10 16 All of the above
D
It is sometimes called a Cause and Effect Tree analysis, a method to describe combinations of conditions or events that can lead to a failure 7 6 13 3 None of the above
D
One of the best known among the Japanese contributors to the theory of quality management. Known for democratizing statistics through the introduction of the tools. One of which is named after him. Shigeo Shingo Noriaki Kano Genichi Taguchi Kaoru Ishikawa None of the above
D
This measures how customers assess benefits against costs, savings, among others, in making purchase decisions. Expected Quality Design Quality Actual Quality Perceived Quality None of the above
D
What is the resulting Process capability Index (Cpk)? 6.57 0.67 3.33 0.33 None of the above
D
Which does not belong in the group? 2 4 7 14 15
D
A quality framework aimed at measuring the scale of quality in service sectors is the RATER model. Which among the following does not belong in this framework? Responsiveness Assurance Tangibles Empathy None of the above
E
Among the following tools, which is NOT using numerical data or quantitative analysis? 1 4 15 17 None of the above
E
Customer Focus, Leadership, Involvement of People, and Continuous Improvement are just some of the basic Quality Management Principles. Which among the following completes the list of the principles? Process Approach Systems Approach to Management Factual Approach to Decision Making Mutually Beneficial Supplier Relationships All of the above
E
If you would like to illustrate the flow & sequence of various processes in any operation, what tool can you use? 5 9 14 19 All of the above
E
It is generally easier to measure quality in products than in services because Products are more tangible than services Services have higher degree of customer interaction than products Consumption of services happen at the time of its creation Customer satisfaction or dissatisfaction takes place during moments of truth in services All of the above
E
Quality is determined here objectively because it is viewed as a quantifiable or measurable characteristic or attribute. Example: preference for a quarter pounder burger because of its size. Value based User based Transcendent Manufacturing based Product based
E
This tool is used to discriminate between random or common causes versus assignable or special causes 7 13 8 12 None of the above
E
Which among the following approaches to Total Quality Management is NOT true? It is more process focused than product focused It promotes teamwork rather than the individual accomplishments It encourages participative vs. autocratic style of management It is comprised of small step process rather than large step innovative improvements None of the above
E
Which dimension of quality applies best in the services performed by lawyers and doctors? Durability Conformance Serviceability Aesthetics Credibility
E
Which is an example of a VARIABLE data? Average speed of a delivery truck Volume of machine's noise in decibels Energy Efficiency Ratio of equipment Minutes of baking a whole turkey in an oven All of the above
E
Which is an example of an ATTRIBUTE data? No. of employees working each day No. of cars passing the toll booth Defective items in a production batch Percentage of students that will fail today's examination All of the above
E
A process is stable if a system meets specification while it is capable if there are just common variations present.
False
Quality has been defined in a number of ways. When viewed from a manufacturer's perspective, it means "meeting or exceeding customer expectations."
False
Statistical Process Control is applicable only to the manufacturing sector.
False
Total Quality Management is a short term approach than long term.
False
