BUSMGT 3130: Chapter 12 Six Sigma Quality

Which of the following tools can be used in the Define step of the DMAIC cycle? Run charts Checksheets Cause-and-effect diagrams Flow charts

Flow charts

Where a product is involved, who is responsible for ensuring that quality specifications are met? The suppliers of the parts used Manufacturing management Top management The operations manager

Manufacturing management

What does DPMO measure?

The variability of a process

A _______________ is simply any component that does not fall within the customer's specification limits.

defect

The cost of quality has been estimated at what percentage of every sales dollar? 5-10% 10-15% 15-20% 20-25% Over 25%

15-20%

How many defects per million units are permitted to meet Six Sigma standards? 0 3.4 4.3 6.0 10.0

3.4

Candidates for the Malcolm Baldrige National Quality Award must submit an application of up to ___________ pages that details the approach, deployment, and results of their quality activities.

50 or fifty

Which of the following is not a dimension of quality? Perceived quality Aesthetics Appraisal Durability

Appraisal

TQM stands for _______ ________ _________.

Blank 1: total Blank 2: quality Blank 3: management

Match these quality terms Conformance quality Quality at the source Cost of quality (COG) Dimensions of quality

Conformance quality matches Choice, The degree to which the product or service design specifications are met. The degree to which the product or service design specifications are met. Quality at the source matches Choice, The philosophy of making workers personally responsible for the quality of their output. The philosophy of making workers personally responsible for the quality of their output. Cost of quality (COQ) matches Choice, Expenditures related to achieving product or service quality, such as the costs of prevention, appraisal, internal failure, and external failure. Expenditures related to achieving product or service quality, such as the costs of prevention, appraisal, internal failure, and external failure. Dimensions of quality matches Choice, Criteria by which quality is measured. Criteria by which quality is measured.

Match the quality gurus with their respective definitions of quality. Instructions Crosby Deminng Juran

Crosby Choice, Conformance to requirements, Conformance to requirements, Deming Choice, A predictable degree of uniformity and dependability at low cost and suited to the market. A predictable degree of uniformity and dependability at low cost and suited to the market. Juran Choice, Fitness for use (satisfies customer's needs). Fitness for use (satisfies customer's needs).

What term refers to the inherent value of the product in the marketplace? Conformance Performance Design quality Reliability

Design quality

Which of the following is an operational goal of TQM? Check all that apply.

Ensuring the organization's systems can consistently produce the desired design. Careful design of the product or service

Where in a process is there an opportunity for defects? Critical steps or activities First step or activity Final step or activity Every step or activity

Every step or activity

Which of the following are assumptions that justify the costs of quality? Check all that apply. Failures occur Internal failures generally cost more than external failures Performance can be measured Prevention is cheaper

Failures occur Performance can be measured Prevention is cheaper

In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables? Control Analyze Measure Improve

Improve

Which type of quality cost deals with scrap, rework and repair? Appraisal costs Internal failure costs External failure costs Prevention costs

Internal failure costs

Expenditures related to achieving product or service quality include all of the following except: Appraisal costs Prevention costs Manufacturing costs Failure costs

Manufacturing costs

You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma standards?

No

For the four types of quality, which is the most important influence? Appraisal costs External failure costs Internal failure costs Prevention costs

Prevention costs

Candidates for the Malcolm Baldrige National Quality Award must submit an application that details the approach, deployment, and results of their quality activities under five major categories. Which of the following is not one of those categories? Workforce Outcomes Customer Outcomes Profit Outcomes Financial and Market Outcomes Product and Process Outcomes Leadership and Governance Outcomes

Profit Outcomes

Which dimension of design quality refers to the ease of repair? Aesthetics Serviceability Reliability Performance

Serviceability

Which dimension of design quality refers to the ease of repair? Serviceability Performance Aesthetics Reliability

Serviceability

The Malcolm Baldrige National Quality Award is given to organizations that have demonstrated outstanding quality in their products and processes. The award program is administered by who? The National Institute of Quality and Measurement The National Institute of Standards and Technology The U.S. Department of Commerce

The National Institute of Standards and Technology

What do Six Sigma programs seek to reduce in processes? Excess Redundancy Variation Standardization

Variation

Quality at the source is often discussed in the context of ______________ quality. meeting low extremely high conformance

conformance

The Malcolm Baldrige National Quality Award is given annually in all of these categories except small business health care education service movie

movie