ISQS 3344 Chapter 6

A Six Sigma program has how many defects per million?

3.4

A fish bone chart is also known as a:

A cause-and-effect diagram

A fishbone chart is also known as a:

A cause-and-effect diagram

A successful quality strategy features which of the following elements?

A,B and C

"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of:

Crosby, Stills and Nash

Arnold Palmer Hospital uses which of the following quality management techniques? a. Pareto charts b. flow charts c. benchmarking d. Just-in-Time e. The hospital uses all of the above techniques.

E. The hospital uses all techniques

An improvement in quality must necessarily increase costs.

False

What might cause a process to be out of control ?

If it is in control but the process is not capable of producing within established limits

List some possible causes of assignable variation.

Machine ware, misadjusted equipment, fatigued workers, untrained workers, new batches of raw material

"Making it right the first time" is the focus of the user-based definition of quality.

Manufacturing based definition of quality

What is an OC curve?

OC curve depicts the discriminatory power of an acceptance sampling plan, plots probabilities of accepting a lot versus the fraction defective.

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using

Pareto chart

"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of:

Philip B. Crosby

Discuss the managerial issues regarding the use of control charts.

Potential risk to become out of control, variability, control limits, and were corrective measures taken.

What is a run test, and when is it used?

Run test is used to examine the points in a control chart to see if nonrandom variation is present.

A good description of source inspection is inspecting

Set by supplier on delivery

List Shewhart's two types of variation.

Shewhart's two variations are natural/chance/common cause variation and special/assignable cause variation

Define "in statistical control".

Statistical control means as the state of a stabilized production process in which causes of variation remain as evidenced on a control chart by the absence of the data points beyond answer

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

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of

W.Edwards Deming

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of:

W.Edwards Deming

an a production process be labeled as " out of control" because it is too good ? WHY

Yes, "out of control" means the process has changed from the norm.

"Making it right the first time" is:

a manufacturing-based definition of quality

"Quality lies in the eyes of the beholder" is:

a user-based definition of quality

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

cause and effect diagram

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

A successful TQM program incorporates all EXCEPT which of the following?

centralized decision making authority

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a

flowchart

A hospital bench marked against Ferrari Racing in an effort to:

improve patient hand off quality

A checklist is a type of:

poka-yoka

A checklist is a type of:

poka-yoke

According to the manufacturing-based definition of quality:

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

A cause and effect diagram helps identify the sources of a problem

true