MGMT 300 - Chapter 12 LearnSmart

Which piece(s) of information are needed to calculate DPMO?

- unit - defect - opportunity

In the acronym DMAIC, what does the C stand for?

Control

Dimensions of quality

Criteria by which quality is measured

What is required to prevent errors becoming defects?

Feedback

Expenditures related to achieving product or service quality include all of the following except:

Manufacturing costs

The ISO 9000 standards are based on a number of quality management principles. These principles focus on what related to the following areas in the firm?

- customer focus - leadership - involvement of people - process approach - continual improvement - factual approach to decision making - mutually beneficial supplier relationships

A poka-yoke is a simple practice that does which of the following?

- gives rapid feedback of abnormalities - prevents the worker from making an error

Which of the following are assumptions that justify the costs of quality?

- performance can be measured - failures occur - prevention is cheaper

Successful implementation of Six Sigma is based on using what?

- sound personnel practices - technical methodologies

It is generally believed that the correct cost for a well-run quality management program should be under what amount?

2.5%

How many defects per million units are permitted to meet Six Sigma standards?

3.4

Cost of quality (COQ)

Expenditures related to achieving product or service quality, such as the costs of prevention, appraisal, internal failure, and external failure

Which of the following tools can be used in the Define step of the DMAIC cycle?

Flow Charts

Which is the ISO certification regarding environmental management?

ISO 14000

Which is the ISO certification regarding quality management requirements in business-to-business dealings?

ISO 9000

According to the Shingo System, the way to prevent defects from coming out at the end of a process is to what?

Introduce controls within the process

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

No DPMO would need to be 3.4 or below for Six Sigma

Which dimension of design quality refers to the ease of repair?

Serviceability

Conformance Quality

The degree to which the product or service design specifications are met

Quality at the source

The philosophy of making workers personally responsible for the quality of their output

Which is the best form of ISO certification?

Third party

T/F Lean Six Sigma combines the tools of Six Sigma with the concepts of lean manufacturing?

True

T/F Total quality management requires companies to deal with all dimensions of products and services that are important to the customer

True

When comparing your company's performance to another company, you are performing what type of analysis?

benchmarking

Quality at the source is often discussed in the context of _____ quality.

conformance

Which quality term refers to the degree to which the product or service design specifications are met?

conformance

What term refers to the inherent value of the product in the marketplace?

design quality

Where in a process is there an opportunity for defects?

every step or activity

Warranty costs and customer complaints are examples of which type of quality cost?

external failure costs

Which type of "belt is for employees who have received enough training to participate in a team?

green belt

The Malcolm Baldrige National Quality Award is given annually in all of these categories except:

movie

Which type of inspection in the Shingo System is performed by the worker to check for defects?

self-check