Chapter 10 Quality Management and Six Sigma
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. A single plot falls above or below the control limits B. Normal behavior C. A large number of plots are on or near the central line D. No real trend in any direction E. A change in raw materials or operators
Which of the following is a dimension of design quality?
**A. Aesthetics B. Price C. Quality at the source D. Distribution E. Leadership
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 Appraisal costs, costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable.
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 the above Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.
A flow 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 Flowcharts. There are many types of flow charts. The one shown in Exhibit 10.5 depicts the process steps as part of a SIPOC analysis. SIPOC in essence is a formalized input-output model, used in the define stage of a project.
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 Three basic assumptions justify an analysis of the costs of quality: (1) failures are caused, (2) prevention is cheaper, and (3) performance can be measured.
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
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 The philosophical leaders of the quality movement, notably Philip Crosby, W. Edwards Deming, and Joseph M. Juran had slightly different definitions of what quality is and how to achieve it, but they all had the same general message: To achieve outstanding quality requires quality leadership from senior management, a customer focus, total involvement of the workforce, and continuous improvement based upon rigorous analysis of processes.
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. A large number of plots are close to the upper or lower control lines B. Erratic behavior of the plots C. A single plot falls above or below the control limits **D. A change in raw materials or operators E. A run of five above the central line
In monitoring process quality we might use which of the following statistics?
A. Absolute values B. Percentage deviation from tolerance centers C. "k" values for the sample mean D. Logarithmic control intervals **E. Difference between the highest and lowest value in a sample An R -chart is a plot of the average of the range within each sample. The range is the difference between the highest and the lowest numbers in that sample.
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?
A. Appraisal costs B. Prevention costs **C. External failure costs D. Customer return cost E. Workmanship costs External failure costs: costs for defects that pass through the system: customer warranty replacements, loss of customers or goodwill, handling complaints, and product repair.
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 Internal failure costs: costs for defects incurred within the system: scrap, rework, repair.
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
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
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
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
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
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
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
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 The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
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
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
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 whom or what is causing them
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
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
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 The costs of quality are generally classified into four types: 1. appraisal costs, 2. prevention costs, 3. internal failure costs, 4. external failure costs.
Which of the following is a dimension of design quality?
A. Price **B. Features C. Color D. Weight E. Quality at the source The dimensions of design quality in exhibit 10.2 are: Performance, Features, Reliability/durability, Serviceability, Aesthetics, and Perceived quality
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
Which of the following is not an analytical tool used in six-sigma quality improvement programs?
A. Run charts **B. Pass charts C. Cause-and-effect diagrams D. Flowcharts E. Pareto charts The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
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
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
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 process that is in six-sigma control will produce no more than two defects out of every million units.
FALSE A process that is in Six-Sigma control will produce no more than two defects out of every billion units.
The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.
FALSE Conformance quality refers to the degree to which the product or service design specifications are met.
Design quality in products refers to the degree to which a product or service design specifications are met.
FALSE Conformance quality refers to the degree to which the product or service design specifications are met. Design quality refers to the inherent value of the product in the marketplace.
Conformance quality is a strategic decision for a firm.
FALSE Conformance quality refers to the degree to which the product or service design specifications are met. The activities involved in achieving conformance are of a tactical, day-to-day nature.
The term CTQ stands for "Cost Through Quality" which is another way to express Philip Crosby's idea that "Quality is Free."
FALSE Define (D): Identify CTQs (critical-to-quality characteristics) that the customer considers to have the most impact on quality.
Design of Experiments (DOE) refers to work done before production of early model prototypes of a new product.
FALSE Design of experiments is a statistical methodology used for determining the cause-and-effect relationship between process variables and the output variable.
W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.
FALSE How significant is the cost of quality? It has been estimated at between 15 and 20 percent of every sales dollar—the cost of reworking, scrapping, repeated service, inspections, tests, warranties, and other quality-related items. Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent.
ISO 9000 is primarily concerned with environmental management.
FALSE ISO 9000 has become an international reference for quality management requirements in business-to-business dealing, and ISO 14000 is primarily concerned with environmental management.
A quality guru named Philip Crosby defined quality as fitness for use.
FALSE In Exhibit 10.1, Mr. Juran is identified as the one who defined quality as fitness for use. For Crosby, quality was conformance to requirements.
A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.
FALSE In exhibit 10.1 Mr. Deming is identified as having 14 points for management.
AQL stands for accepting questionable lots in production quality management.
FALSE Lots are defined as high quality if they contain no more than a specified level of defectives, termed the acceptable quality level (AQL).
LTPD in acceptance sampling stands for "lot tolerance for parts defective."
FALSE Lots are defined as low quality if the percentage of defectives is greater than a specified amount, termed lot tolerance percent defective (LTPD).
Measurement by attributes means taking a sample, measuring the attribute in question and determining the level of quality in the population from which the sample was drawn.
FALSE Measurement by attributes means taking samples and using a single decision—the item is good or it is bad.
An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.
FALSE Opportunity flow diagram is used to separate value-added from non-value-added steps in a process.
Process control is concerned with monitoring quality after the product or service has been produced.
FALSE Process control is concerned with monitoring quality while the product or service is being produced.
Quality at the source" refers to the degree to which a product or service design specifications are met.
FALSE Quality at the source is frequently discussed in the context of conformance quality. This means that the person who does the work takes responsibility for making sure that his or her output meets specifications.
If the fraction defective is 0.4 based on a sample size of 100, the standard deviation used in the "p" chart is about 0.10.
FALSE See equation 10.5. p-bar = 0.4. Sp = Square root of (0.4 x (1 - 0.4)/100) = 0.049.
A "p chart" has upper and lower control limits expressed as lines on the chart. As long as the sample values fall between these two lines there is no need to investigate process behavior.
FALSE See exhibit 10.11. This illustrates several situations where investigation of process behavior is necessary even though all points have fallen between the UCL and the LCL. For example, a run of five above or below the central line calls for one to investigate for the cause of sustained poor performance.
In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.
FALSE So severe was the quality shortfall in the United States that improving it throughout industry became a national priority, with the Department of Commerce establishing the Malcolm Baldrige National Quality Award in 1987 to help companies review and structure their quality programs.
Genichi Taguchi's view of the cost of quality is that variance is a discontinuous function.
FALSE Taguchi suggests that a more correct picture of the loss is shown in Exhibit 10.8. Notice that, in this graph, the cost is represented by a smooth curve.
The capability index (Cpk) calculates the percentage of items being produced within specifications.
FALSE The capability index (Cpk) shows how well the parts being produced fit into the range specified by the design limits.
The probability associated with accepting a low quality lot is denoted in acceptance sampling with the Greek letter alpha.
FALSE The probability associated with accepting a low-quality lot is denoted by the letter beta and is termed the consumer's risk.
The Greek letter alpha is associated with consumer's risk.
FALSE The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk.
The producer's risk associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter beta.
FALSE The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk.
One of the tools common to all quality efforts is leadership.
FALSE The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit the compliance of those systems with the requirements of the standards.
FALSE These standards ask a company first to document and implement its systems for quality management and then to verify, by means of an audit conducted by an independent accredited third party, the compliance of those systems with the requirements of the standards.
One-hundred percent inspection is justified when the cost of inspection is low.
FALSE Total (100 percent) inspection is justified when the cost of a loss incurred by not inspecting is greater than the cost of inspection.
Total, one-hundred percent, inspection can never be cost justified.
FALSE Total (100 percent) inspection is justified when the cost of a loss incurred by not inspecting is greater than the cost of inspection.
An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.
FALSE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.
TQM is an acronym meaning "total quality measurement."
FALSE Total quality management may be defined as "managing the entire organization so that it excels on all dimensions of products and services that are important to the customer." It has two fundamental operational goals, namely 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design. These two goals can only be achieved if the entire organization is oriented toward them—hence the term total quality management. TQM became a national concern in the United States in the 1980s.
While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.
FALSE Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.
While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.
FALSE Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.
Variation that is inherent in a production process itself is called assignable variation.
FALSE Variation that is inherent in the process is called common variation.
The capability index is used to gauge economic changes in service systems.
FALSE We use the capability index to measure how well our process is capable of producing relative to the design tolerances.
The "p chart" is only useful for sampling that deals with continuous variables.
FALSE p-charts record the results of attributes which are quality characteristics that are classified as either conforming or not conforming to specification. Goods or services may be observed to be either good or bad, or functioning or malfunctioning. For example, a lawnmower either runs or it doesn't; it attains a certain level of torque and horsepower or it doesn't. This type of measurement is known as sampling by attributes and involves discrete, not continuous measurements.
70. The capability index (Cpk) indicates the position of the mean and tails of a process's variance relative to design specifications.
TRUE (Page: 311) The capability index (Cpk) is the position of the mean and tails of the process relative to design specifications. The more off-center, the greater the chance to produce defective parts.
In acceptance sampling, the number of units in the sample (n) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha) and the probability of accepting a low quality lot (beta).
TRUE A single sampling plan is defined by n and c, where n is the number of units in the sample and c is the acceptance number. Values for n and c are determined by the interaction of four factors (AQL, alpha, LTPD, and beta) that quantify the objectives of the product's producer and its consumer.
In acceptance sampling, the value for the acceptance number (c) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha) and the probability of accepting a low quality lot (beta).
TRUE A single sampling plan is defined by n and c, where n is the number of units in the sample and c is the acceptance number. Values for n and c are determined by the interaction of four factors (AQL, alpha, LTPD, and beta) that quantify the objectives of the product's producer and its consumer.
Acceptance sampling is performed on goods that already exist to determine what percentage of items conforms to specifications.
TRUE Acceptance sampling is performed on goods that already exist to determine what percentage of products conform to specifications.
Attributes are those quality characteristics that are classified as either conforming or not conforming to specification.
TRUE Attributes are quality characteristics that are classified as either conforming or not conforming to specification.
The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.
TRUE Define (D): Identify CTQs (critical-to-quality characteristics) that the customer considers to have the most impact on quality.
Design of Experiments (DOE) is sometimes referred to as multivariate testing.
TRUE Design of experiments is sometimes referred to as multivariate testing.
Design quality refers to the inherent value of the product in the marketplace.
TRUE Design quality refers to the inherent value of the product in the marketplace and is thus a strategic decision for the firm.
An example of assignable variation in a production system may be that a machine is not adjusted properly.
TRUE For example, variation caused by workers not being equally trained or by improper machine adjustment is assignable variation.
An example of assignable variation in a production system may be that workers are not identically trained.
TRUE For example, variation caused by workers not being equally trained or by improper machine adjustment is assignable variation.
Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.
TRUE Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications
Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.
TRUE How significant is the cost of quality? It has been estimated at between 15 and 20 percent of every sales dollar—the cost of reworking, scrapping, repeated service, inspections, tests, warranties, and other quality-related items. Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent.
It is impossible to have zero variability in production processes.
TRUE However, engineers also know that it is impossible to have zero variability.
ISO 14000 is primarily concerned with environmental management.
TRUE ISO 9000 has become an international reference for quality management requirements in business-to-business dealing, and ISO 14000 is primarily concerned with environmental management.
A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.
TRUE In Exhibit 10.1, Mr. Crosby is identified as the guru whose general approach to quality was prevention, not inspection.
A quality guru named Philip Crosby defined quality as conformance to requirements.
TRUE In Exhibit 10.1, Mr. Crosby is identified as the one who defined quality as conformance to requirements.
A quality guru named Joseph M. Juran defined quality as fitness for use.
TRUE In Exhibit 10.1, Mr. Juran is identified as the one who defined quality as fitness for use.
The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.
TRUE International Organization for Standardization (ISO), is a specialized international agency recognized by affiliates in more than 160 countries.
An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.
TRUE Opportunity flow diagram is used to separate value-added from non-value-added steps in a process.
68. Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.
TRUE Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.
If the fraction defective is 0.12 based on a sample size of 16, the standard deviation used in the "p" chart is about 0.08.
TRUE See equation 10.5. p-bar = 0.12. Sp = Square root of (0.12 x (1 - 0.12)/16) = 0.0812.
Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.
TRUE Six Sigma refers to the philosophy and methods companies such as General Electric and Motorola use to eliminate defects in their products and processes.
The Malcolm Baldrige National Quality Award represents the U. S. government's endorsement of quality as an essential part of successful business strategy.
TRUE So severe was the quality shortfall in the United States that improving it throughout industry became a national priority, with the Department of Commerce establishing the Malcolm Baldrige National Quality Award in 1987 to help companies review and structure their quality programs.
Statistical process control involves testing random samples of output from a process to determine whether the process is producing items within a pre-selected range.
TRUE Statistical process control (SPC) involves testing a random sample of output from a process to determine whether the process is producing items within a preselected range.
The probability associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter alpha.
TRUE The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk.
One SPC tool used in total quality management is the Pareto chart.
TRUE The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
One tool used in total quality management is the run chart.
TRUE The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.
One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.
TRUE There are a number of definitions and interpretations of the term cost of quality. From the purist's point of view, it means all of the costs attributable to the production of quality that is not 100 percent perfect.
An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.
TRUE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.
An operational goal of total quality management is the careful design of the product or service.
TRUE Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design.
TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.
TRUE Total quality management may be defined as "managing the entire organization so that it excels on all dimensions of products and services that are important to the customer."
To obtain a 99.7 percent confidence level in a "p" chart we would use a value of 3 for "z".
TRUE Typically, z = 3 (99.7 percent confidence)
Variation in production systems that is caused by factors that can be clearly identified and possibly even managed is called assignable variation.
TRUE Variation caused by factors that can be clearly identified and possibly even managed is called assignable variation.
Variation that is inherent in a production process itself is called common variation.
TRUE Variation that is inherent in the process is called common variation.
The value for "z" used in quality control charts is based on the degree of confidence you want to have in the resulting UCL and LCL values.
TRUE z = Number of standard deviations for a specific confidence level.
