HW6

Identify the seven major concepts of TQM.

1. Continuous improvement 2. Six sigma 3. Employee empowerment 4. Benchmarking 5. Just-in-time 6. Taguchi concepts 7. Knowledge of TQM tools, Magnificent 7

A Three Sigma program has how many defects per thousand? 3 times the standard deviation 2700 34 1500 2.7

2.7

A Six Sigma program has how many defects per million? 6 times the standard deviation 2700 34 3.4 1000

3.4

If 10 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? 2700 3.4 6.0 6 times the monthly standard deviation of passengers 34

34

A successful quality strategy features which of the following elements? an understanding of the principles of quality an organizational culture that fosters quality engaging employees in the necessary activities to implement quality A and C A, B, and C

A, B, and C

Techniques for building employee empowerment include: building communication networks that include employees. moving responsibility from both managers and staff to production employees. building high-morale organizations. developing open, supportive supervisors. All of these are techniques for employee empowerment.

All of these are techniques for employee empowerment.

What is the difference between conformance-oriented quality and target-oriented quality?

Conformance-oriented quality is just focused on being within the acceptable range for a product. Target-oriented quality is focused on all products being at the target line, not just within the acceptable range. Target-oriented quality allows for a greater level of continuous improvement because there is a more specific goal.

What is a set of quality standards developed by the International Organization for Standardization? IOS 2009 Six Sigma ISO 9000 Deming Prize Malcolm Baldrige National Quality Award

ISO 9000

A fish-bone chart is also known as a(n): Kaizen diagram. Scatter diagram. Taguchi diagram. poka-yoke diagram. Ishikawa diagram.

Ishikawa diagram.

Explain how just-in-time processes relate to the quality of an organization's outputs.

Just-in-time (JIT) processes relate to quality of an organization's outputs in three main ways. First JIT processes cuts the cost of quality, this is achieved because products are produced when they are needed and then used. This allows problems to be caught more quickly because the defects are not sitting in the inventory warehouse. By catching the problem quicker it can be corrected and less defective products will be produced. JIT also improves quality because there is a smaller lead time, this helps to limit the potential sources of error, including errors from vendors. Lastly, JIT allows companies to reduce their costs associated with inventory. Incase of production problems companies keep extra inventory on hand, however if they have less production problems they can keep less inventory and more easily adopt a JIT process.

Members of quality circles are: external consultants designed to provide training in the use of quality tools. always machine operators. paid according to their contribution to quality. all trained to be facilitators. None of these; all of the statements are false.

None of these; all of the statements are false.

Which of the following is NOT one of the major categories of costs associated with quality? prevention costs external failure costs appraisal costs internal failure costs None of these; they are all major categories of costs associated with quality.

None of these; they are all major categories of costs associated with quality.

The process improvement technique that sorts the vital few from the trivial many is: Taguchi analysis. Deming analysis. Yamaguchi analysis. benchmarking. Pareto analysis.

Pareto analysis.

A quality circle holds a brainstorming session and attempts to organize factors most responsible for the flaws in a product to help focus on problem-solving efforts. Which tool do you suggest they use to organize their findings? flowchart control charts activity chart Ishikawa diagram Pareto chart

Pareto chart

PDCA, developed by Shewhart, stands for which of the following? Problem-Do-Continue-Act Plan-Do-Check-Act Problem-Develop Solution-Check-Act Plan-Develop-Check-Accept Prepare-Develop-Create-Assess

Plan-Do-Check-Act

Which of the following is TRUE regarding Taguchi concepts? His idea is to remove the causes of adverse conditions instead of removing the effects. As the item output moves away from its target value, the quality cost will increase linearly. Conformance-oriented systems are better than target-oriented ones. Taguchi emphasizes spec limit-oriented quality. Small variations in materials and process do not destroy product quality.

Small variations in materials and process do not destroy product quality.

A manager tells her production employees, "It's no longer good enough that your work falls anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of: Taguchi concepts. Six Sigma. ISO 9000. internal benchmarking. process control charts.

Taguchi concepts.

Which of the following statements regarding Arnold Palmer Hospital is FALSE? The hospital scores very highly in national studies of patient satisfaction. The hospital's high quality is measured by low readmission rates, not patient satisfaction. The hospital uses a wide range of quality management techniques. Supplies are delivered to Arnold Palmer on a just-in-time (JIT) basis. The culture of quality at the hospital includes employees at all levels.

The hospital's high quality is measured by low readmission rates, not patient satisfaction.

Which of the following statements regarding "Six Sigma" is TRUE? The Six Sigma program is for manufacturing firms and is not applicable to services. The Six Sigma program was developed by Toyota in the 1970s. Six Sigma certification is granted by the International Standards Organization (ISO). The term has two distinct meanings—one is statistical; the other is a comprehensive quality system. Six Sigma means that about 94 percent of a firm's output is free of defects.

The term has two distinct meanings—one is statistical; the other is a comprehensive quality system.

Which of the following is FALSE regarding control charts? Control charts are built so that new data can be quickly compared to past performance data. Control charts plot data over time. Values above the upper control limits imply that the product's quality is exceeding expectations. Control charts graphically present data. None of the above is false.

Values above the upper control limits imply that the product's quality is exceeding expectations.

Total quality management emphasizes: a system where strong managers are the only decision makers. a commitment to quality that goes beyond internal company issues to suppliers and customers. ISO 14000 certification. the responsibility of the quality control staff to identify and solve all quality-related problems. a process where mostly statisticians get involved.

a commitment to quality that goes beyond internal company issues to suppliers and customers.

"Making it right the first time" is: the definition of quality proposed by the American Society for Quality a manufacturing-based definition of quality. a product-based definition of quality. an unrealistic definition of quality. a user-based definition of quality.

a manufacturing-based definition of quality.

"Quality lies in the eyes of the beholder" is: the definition of quality proposed by the American Society for Quality. a product-based definition of quality. a manufacturing-based definition of quality. an unrealistic definition of quality. a user-based definition of quality.

a user-based definition of quality.

To become ISO 9000 certified, organizations must: have an ongoing series of audits of their products or service. have an onsite assessment. document quality procedures. all of these none of these

all of these

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM. cause-and-effect diagram quality loss function histogram process control chart scatter diagram

cause-and-effect diagram

A successful TQM program incorporates all EXCEPT which of the following? benchmarking employee involvement JIT centralized decision-making authority continuous improvement

centralized decision-making authority

The philosophy of zero defects is: consistent with the commitment to continuous improvement. prohibitively costly. the result of Deming's research. unrealistic. an ultimate goal; in practice, 1 to 2% defects is acceptable.

consistent with the commitment to continuous improvement.

PDCA is most often applied with regard to which aspect of TQM? continuous improvement employee empowerment benchmarking Six Sigma JIT

continuous improvement

Kaizen is a Japanese term meaning: setting standards. just-in-time (JIT). a fishbone diagram. continuous improvement. a foolproof mechanism.

continuous improvement.

GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle? appraisal costs cost of poor quality is underestimated prevention costs PDCA internal failure costs

cost of poor quality is underestimated

Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to: determine whether any of the organization's stakeholders are being wronged by poor quality products. gain ISO 9000 certification for the organization. compare the cost of product liability to the external failure cost. obtain a product safety certificate from the Consumer Product Safety Commission. have the organization's legal staff write disclaimers in the product instruction booklets.

determine whether any of the organization's stakeholders are being wronged by poor quality products.

Building high-morale organizations and building communication networks that include employees are both elements of: Six Sigma certification. the tools of TQM. ISO 9000 certification. Taguchi methods. employee empowerment.

employee empowerment.

One of Britain's largest children's hospitals working with a Ferrari racing team is an example of: employee empowerment. Taguchi concepts. internal benchmarking. external benchmarking. corporate responsibility.

external benchmarking.

Which of the four major categories of quality costs is particularly hard to quantify? external failure costs prevention costs appraisal costs internal failure costs None is hard to quantify.

external failure costs

Quality can improve profitability by reducing costs. Which of the following is NOT an aspect of reduced costs by quality improvements? lower rework and scrap costs flexible pricing lower warranty costs increased productivity All of these are aspects of reduced costs by quality improvements.

flexible pricing

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a: Taguchi map. poka-yoke. Pareto chart. flowchart. check sheet.

flowchart.

All of the following costs are likely to decrease as a result of better quality EXCEPT: maintenance costs. scrap costs. inspection costs. warranty and service costs. customer dissatisfaction costs.

maintenance costs.

The "four Ms" of cause-and-effect diagrams are: material, management, manpower, and motivation. mentality, motivation, management, and manpower. material, machinery/equipment, manpower, and methods. named after four quality experts. material, methods, men, and mental attitude.

material, machinery/equipment, manpower, and methods.

Pareto charts are used to: identify inspection points in a process. show the range of values of a measurement and the frequency with which each value occurs. outline production schedules. show material flow. organize errors, problems, or defects.

organize errors, problems, or defects.

If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is: within the established control limits with only natural causes of variation. in control, but not capable of producing within the established control limits. monitored closely to see if the next sample mean will also fall outside the control limits. out of control and the process should be investigated for assignable variation. none of the above.

out of control and the process should be investigated for assignable variation.

What shape does the quality loss function exhibit? quadratic concave linear bell-curve S-shaped

quadratic

According to the manufacturing-based definition of quality: quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost. quality lies in the eyes of the beholder. even though quality cannot be defined, you know what it is. quality is the degree to which a specific product conforms to standards. quality depends on how well the product fits patterns of consumer preferences.

quality is the degree to which a specific product conforms to standards.

Costs of dissatisfaction, repair costs, and decreased future demand are elements of cost in the: Ishikawa diagram. ISO 9000 quality cost calculator. process chart. quality loss function. Pareto chart.

quality loss function.