MGMT 346 Exam 2
If the calculated lower control limit for a p-chart is a negative value, then which of the following is used for the lower control limit?
0
If the lower control limit for the c-chart is negative, then which of the following values should be used?
0
Which of the following are assumptions that justify the costs of quality? 1. Failures occur 2. Prevention is cheaper 3. Performance can be measured Multiple choice question.
1, 2, and 3
Which piece(s) of information is/are needed to calculate DPMO? 1. Unit 2. Defect 3. Opportunity
1, 2, and 3
The cost of quality has been estimated at what percentage of every sales dollar?
15-20%
Total quality management became a national concern in the United States during what decade?
1980s
To set up control charts, statistics suggest that _____ or so sample sets be analyzed.
25
What is the minimum number of sample sets suggested for control charts with variable measurement?
25
How many defects per million units are permitted to meet Six Sigma standards?
3.4
ISO _____ standards are concerned with business-to-business transactions dealing with quality, while ISO _____ standards are concerned with environmental management.
9000 14000
Six Sigma refers to...
A description of the quality goal of no more than 3.4 defects per million opportunities. A quality improvement philosophy and program.
In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?
Analyze
According to a rule of thumb, for every dollar that you spend in prevention, you can save $10 in what type(s) of costs?
Appraisal Failure
Which of the following is variation that is caused by factors that can be clearly identified?
Assignable variation
Quality characteristics that are classified as either conforming or not conforming to specification are known as which of the following?
Attributes
If the sample size varies, the standard deviation and upper and lower process control limits should...
Be recalculated for each sample
When measurements from periodic samples stay _____ the control limits, the process can be assumed to be working properly.
Between
Which of the following is an operational goal of total quality management (TQM)? 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design. Multiple choice question.
Both 1 and 2
When a product or service can have more than one defect per unit, which of the following is the most appropriate chart?
C-chart
Which of the following is the ratio of the range of values produced by a process divided by the range of values allowed by the design specification?
Capability index
Which of the following is used to measure how well our process is capable of producing relative to the design specifications?
Capability index
When the mean and standard deviation of a process is operating such that the control limits are acceptable relative to specification limits, the process is said to be...
Capable
Which of the following is variation that is inherent in the process itself?
Common variation
Which quality term refers to the degree to which the product or service design specifications are met?
Conformance
The term that refers to the physical presence of the customer in the system is known as...
Customer contact
Each step or activity, when using six sigma, a company performs represents an opportunity for a ______ to occur.
Defect
When calculating control limits for a c-chart, c represents the average number of _____ per unit.
Defects
The entries within the service-system matrix list the ways in which a service can be...
Delivered
Which six sigma tool requires changing each individual variable to determine the most influential one?
Design of experiments
What term refers to the inherent value of the product in the marketplace?
Design quality
Which of the following could be considered examples of poka-yokes?
Designing connectors with a shape that only allows joining in the correct configuration. Color coding parts to prevent assembly errors.
A high degree of technology and total face-to-face customization requires workers to use more...
Diagnostic skills
_____ inventory includes items in-transit or at a warehouse ready for shipment to the customer.
Distribution
ISO 14000 addresses the need to be _____ responsible.
Environmentally
Where in a process is there an opportunity for defects?
Every step or activity
The process of looking outside the company to compare the firm to excellent performers is called _____ benchmarking.
External
Warranty costs and customer complaints are examples of which type of quality cost?
External failure costs
Which of the following is a possible configuration of a reactive service system?
Face-to-face loose specs
Which tool in Six Sigma projects is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage of a process?
Failure mode and effect analysis
True or false: Companies should only benchmark firms that are in the same industry to get accurate results.
False
True or false: It is possible to have zero variability in a process.
False
The Baldrige Quality Award is given annually in all of these categories except?
Film industry
An assumption in a p-chart calculation is that the sample size is which of the following?
Fixed
ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm. These documents are:
Generic and applicable to any organization
Service systems with a _____ degree of customer contact are more challenging to control.
Higher
Which is the ISO certification regarding quality management requirements in business-to-business dealings?
ISO 9000
In which step of the DMAIC cycle would you identify ways to remove the cause of defects and confirm key variables?
Improve
Often, an _____ in productivity occurs as a by-product of efforts to reduce the cost of quality.
Increase
Which of the following is an example of a variable?
Inspecting the diameter of holes drilled into a pipe
Which of the following is not an example of when to use a c-chart?
Inspecting the diameter of holes drilled into a pipe
Which type of quality cost deals with scrap, rework and repair?
Internal failure costs
_____ is the stock of any item or resource used in an organization.
Inventory
The set of policies and controls that monitor levels of inventory and determine what levels should be maintained, when stock should be replenished, and how large orders should be is called an...
Inventory system
The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?
Japan
The time between placing an order and receiving the item(s) is called the...
Lead time
Which of the following is not an example of a situation where statistical quality control can be applied?
Leaves on the ground below a tree
On a service blueprint, the line that shows the distinction between the high customer aspects of the service and those activities that the customer does not see is known as the...
Line of visibility
When a service is being provided, who is typically responsible for ensuring quality at the source?
Location operations manager
Expenditures related to achieving product or service quality include all of the following except:
Manufacturing costs
Work-in-process is considered a part of...
Manufacturing inventory
In the beginning, it is best to have _____ frequent sampling until confidence builds in the process.
More
Which of the following companies made process capability and product design famous by adopting Six Sigma limits?
Motorola
_____ is the company attributed with first adopting Six Sigma limits.
Motorola
You are a manager that has calculated the DPMO to be 10,000. Is this process meeting Six Sigma standards?
No
Which of the following is the control chart that plots the fraction defective of each individual sample tested?
P-Chart
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
Pareto Charts
Brand name recognition is an example of which dimension of quality?
Perceived quality
Which of the following is NOT an assumption that justifies the costs of quality?
Performance must be estimated
Which of the following would be considered poka-yokes?
Plugs that have 3 distinctively different prongs to prevent the operator from connecting a machine incorrectly. A color coded template to assist the worker in assembly. Arrows that show the direction of traffic in a parking garage.
Which of the following are typical objectives of process control plans?
Provide information about whether items are meeting design specifications. Detect shifts in the process.
Which of the following is a quality management standard developed specifically for the automobile industry?
QS 9000
Cost of quality (COQ) is a primary function for the...
Quality control department
Which of the following is a plot of the average of the range within each sample?
R-chart
Which of the following is defined as the difference between the highest and lowest numbers in a sample?
Range
The purpose of _____ is to find when the process has changed in some nonrandom way.
Sampling
What is used to periodically check that a process is in statistical control?
Sampling
When a customer audits its supplier in regards to ISO certification, this form of certification is referred to as ______.
Second party
A bundle of goods and services provided by a firm is called a...
Service package
Which dimension of design quality refers to the ease of repair?
Serviceability
ISO 9000 standards are based on the _____ quality management principles.
Seven
What term refers to the philosophy and methods that companies use to eliminate defects in their products and processes?
Six Sigma
What is the preferable sample size in process control involving the measurement of variables?
Small
When measuring variables, it is often preferable to use a small sample size because...
Small samples are less costly. Small samples can be gathered quickly. Large samples give more narrow process control limits.
In statistical quality control (SQC) terminology, sigma is often called which of the following?
Standard deviation
Which of the following terms describes testing a random sample of output from a process to determine whether the process is producing items within a preselected range?
Statistical process control (SPC)
What covers the quantitative aspects of quality management?
Statistical quality control (SQC)
Design quality is considered a(n) Blank______ for the firm.
Strategic decision
Which of the following is a quality management standard developed specifically for the telecommunications industry?
TL 9000
When choosing how often to take samples, there is a trade-off between the costs of sampling and...
The benefit of adjusting the system
Which of the following are the four main issues to address in creating a control chart?
The control limits The size of the samples The frequency of samples The number of samples
ISO 14000 has a three-pronged approach that includes...
The development of environmentally friendly products and services. Environmental management requirements. Standards for monitoring air, water, and soil.
A purist view of the cost of quality is one that references all costs until 100% perfection is attained. A less stringent viewpoint is defined as...
The difference between expected excellent performance and the current costs
To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?
The person who does the work
Which is the best form of ISO certification?
Third party
Standard practice in statistical process control for variables is to set control limits _____ standard deviations above and below the mean
Three
The standard practice in statistical process control for variables is to set control limits to how many standard deviations from the mean?
Three
Standard practice in statistical process control for variables is set to _____ standard deviations above the mean and _____ standard deviations below.
Three Three
True or false: A product can have high design quality with low conformance quality, and vice versa.
True
True or false: In services, the process and the product must be designed simultaneously.
True
True or false: The effect of setting specification limits on product design allows businesses to monitor processes against these limits.
True
True or false: The output of a service process is intangible.
True
_____ and _____ specification limits define acceptable parameters and the target value of a process.
Upper Lower
Sampling _____ by is a measurement in the amount of deviation from a set standard.
Variables
_____ are characteristics that can be measured numerically, such as weight, length, or diameter.
Variables
What do Six Sigma programs seek to reduce in processes?
Variation
The cost of quality involves the cost of...
Warranties Rework Scrap
A _____ _____ business does not own inventory, they merely provide a means for connecting parties interested in conducting business.
Web platform
When classifying services they can be grouped by?
Who the customer is and the service being provided.
When larger samples are needed for finer variations in a process, which chart would be better suited?
X-bar
Which of the following charts is used when the measure for the sample is weight, volume, number of inches or other variable measurements?
X-chart R-chart
Unlike designing a product to sell, services...
cannot be patented