MGT 398 8 & 9 & 12
Which of the following is a likely cause of the control chart pattern known as a "trend?" a. Aging equipment b. Maintenance schedules c. New process operator d. Sudden power surge
a. Aging equipment
_____ refers to an examination of facts and data to provide a basis for effective decisions. a. Analysis b. Data warehousing c. Interlinking d. Clustering
a. Analysis
_____ systems are software packages that integrate organizational information systems and provide an infrastructure for managing information across the organization. a. Enterprise resource planning b. Balanced scorecard c. Juran's quality trilogy d. Quincunx experimental
a. Enterprise resource planning
_______ knowledge is easily captured, stored, and disseminated using computer technology. a. Explicit b. Indirect c. Tactic d. Allusive
a. Explicit
Which of the following stage of the PDSA cycle determines whether the trial plan is working correctly by evaluating the results, recording the learning, and determining whether any further issues opportunities need to be addressed? a. Study b. Do c. Check d. Act
a. Study
Which of the following categories of problems is characterized by unsatisfactory performance by process that are not well-specified or understood? a. Unstructured performance problems b. efficiency problems c. conformance problems d. product design problems
a. Unstructured performance problems
Customer complaint remakes a. external failure b. internal failure c. prevention d. appraisal
a. external failure
Late delivery of printed material a. external failure b. internal failure c. prevention d. appraisal
a. external failure
Data _____ is the process of searching large databases to find hidden patterns in data. a. mining b. interlinking c. planning d. benchmarking
a. mining
_____ data refer to industry averages, competitor performance, world-class benchmarks, or performance measures of other organizations with similar product offerings. a. Cross-functional b. Comparitive c. Reviewed d. Interlinked
b. Comparitive
The term _____ is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities. a. Pareto analysis b. Six Sigma c. Quincunx d. Quality trilogy
b. Six Sigma
To achieve a high level of performance excellence, an organization requires a much broader set of performance measures that are aligned to an organization's strategy; this became known as the: a. quality trilogy. b. balanced scorecard. c. quincunx. d. Taguchi loss function.
b. balanced scorecard.
Which of the following categories of quality problems is characterized by unsatisfactory performance that causes customer dissatisfaction, such as high levels of defects, service failure, or customer complaints? a. Unstructured performance problems b. conformance problems c. product design problems d. efficiency problems
b. conformance problems
Press downtime a. external failure b. internal failure c. prevention d. appraisal
b. internal failure
Printing plate revisions a. external failure b. internal failure c. prevention d. appraisal
b. internal failure
All else being constant, if the sample size in a p-chart increase from 100 to 120, the upper and lower control limits will: a. move farther apart b. move closer together c. not be affected d. both shift upward
b. move closer together
Balancing quality costs against expected revenue gains has become known as: a. quality function deployment. b. return on quality. c. house of quality. d. quality trilogy.
b. return on quality.
_____ of product and service performance and customer indicators is a critical management tool for defining and focusing on key quality and customer requirements, identifying product and service differentiators in the marketplace, and determining cause-effect relationships between product and service attributes and measures of customer satisfaction and loyalty. a. Regression analysis b. Benchmarking c. Correlation analysis d. Quincunx experimentation
c. Correlation analysis
Which of the following perspective of the balanced scorecard include service levels, satisfaction ratings, and repeat business? a. Internal perspective b. Learning perspective c. Customer perspective d. Financial perspective
c. Customer perspective
Which of the following is the most widely-known process improvement methodology used in Six Sigma? a. Quincunx b. FADE c. DMAIC d. TRIZ
c. DMAIC
_____ is the term that describes the quantitative modeling of cause-and-effect relationships between performance measures, such as the customer satisfaction and product quality or employee performance. a. Programming b. Mining c. Interlinking d. Enterprise resource planning
c. Interlinking
In the context of Six Sigma teams, who among the following are full-time Six Sigma experts who are responsible for Six Sigma strategy, training, mentoring, deployment, and results but, are typically not members of Six Sigma project teams? a. Champions b. Green Belts c. Master black belts d. Black belts
c. Master black belts
_____ knowledge is information that is formed around intangible factors resulting from an organization's or individual's experience, and is content-specific. a. Lucid b. Definitive c. Tacit d. Explicit
c. Tacit
Compared to variable measurement, attributes measurement requires _____ to obtain the same amount of statistical information about the quality of the product. a. a more distributed population b. more nonconformances c. a larger sample d. a smaller sample
c. a larger sample
A delivery company defines a "defect" as a package delivered later than the promised delivery time. Management wants to monitor the proportion of such defect packages per week and plans to sample 120 packages every week. The appropriate control chart is a(n): a. xbar-chart. b. R-chart. c. p-chart. d. np-chart.
c. p-chart.
Quality improvement projects a. external failure b. internal failure c. prevention d. appraisal
c. prevention
Six Sigma Training a. external failure b. internal failure c. prevention d. appraisal
c. prevention
If a process is neither capable nor in control, the appropriate first step is to: a. remove common causes of variation. b. redesign the equipment. c. remove special causes of variation. d. determine the process capability index.
c. remove special causes of variation.
20 samples, of size 50 were collected and a total of 36 nonconforming items were found. The upper control limit for a p-chart would be: a. 0.000 b. 0.0263 c. 0.0360 d. 0.1150
d. 0.1150 p bar = 3.6/(20*50) = 0.036 UCL = 0.036 + 3 sqrt 0.036 (1-0.036)/50 = 0.1150
A machined part has a lower specification limit of 4.5 inches and an upper specification limit of 4.9 inches. The range for the pre-control green zone is: a. 4.5 inches to 4.9 inches b. 4.8 inches to 4.9 inches c. less than 4.5 inches d. 4.6 inches to 4.8 inches
d. 4.6 inches to 4.8 inches
In which of the following stages of the PDSA cycle, the improvements become standardized and the final plan is implemented as a "current best practice" and communicated throughout the organization? a. Study b. Do c. Plan d. Act
d. Act
Which of the following perspectives of the balanced score card includes profitability, revenue growth, return on investment, economic value added (EVA), and shareholder value? a. Internal perspective b. Learning perspective c. Customer perspective d. Financial perspective
d. Financial perspective
_____ is a study of variation in a measurement system using statistical analysis. a. Meteorology study b. SPC study c. Calibration study d. a repeatability and reproducibility (R&R) study
d. a repeatability and reproducibility (R&R) study
Checking and inspection a. external failure b. internal failure c. prevention d. appraisal
d. appraisal
Proofreading a. external failure b. internal failure c. prevention d. appraisal
d. appraisal
Each day, a manufacturing company producing circuit boards will randomly sample 60 circuit boards for a period of 25 days and then determine and plot the number of defects contained in each of these boards. The appropriate control chart is a(n): a. u-chart b. p-chart c. np-chart d. c-chart
d. c-chart
