Ops ch. 10 (final)
ISO 14000 has a three-pronged approach that includes
the development of environmentally friendly products and services. standards for monitoring air, water, and soil. environmental management requirements.
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.
Which of the following are assumptions that justify the costs of quality? 1. Failures occur 2. Prevention is cheaper 3. Performance can be measured
1, 2, and 3
Which of the following is variation that is caused by factors that can be clearly identified?
Assignable variation
Warranty costs and customer complaints are examples of which type of quality cost?
External failure costs
Which is the ISO certification regarding quality management requirements in business-to-business dealings?
ISO 9000
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
The cost of quality involves the cost of
warranties. rework. scrap.
Which dimension of design quality refers to the ease of repair?
Serviceability
Which of the following is a quality management standard developed specifically for the telecommunications industry?
TL 9000
To achieve quality at the source, in general, who is responsible for ensuring that quality specifications are met?
The person who does the work
True or false: A product can have high design quality with low conformance quality, and vice versa.
True
There are two aspects to analyzing the data for benchmarking, they are
comparing actual processes. comparing performance of the process against certain measures.
Each step or activity, when using six sigma, a company performs represents an opportunity for a(n) _________ to occur.
defect
Cost of quality (COQ) is a primary function for the
manufacturing manager.
which of the following is not a quality management principle in ISO 9000?
product design
When a customer audits its supplier in regards to ISO certification, this is referred to as a ____________ certification.
second party
Design quality is considered a(n) __________ for the firm.
strategic decision
Which of the following is variation that is inherent in the process itself?
Common variation
The Malcolm Baldrige National Quality Award was created as a response to the US quality shortfalls compared with which country?
Japan
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
ISO 14000 addresses the need to be __________responsible.
environmentally
Often, a(n) ___________ in productivity occurs as a by-product of efforts to reduce the cost of quality.
increase
The Baldrige Quality Award is given annually in all of these categories except?
Film industry
Which of the following is a quality management standard developed specifically for the automobile industry?
QS-9000
What covers the quantitative aspects of quality management?
Statistical quality control (SQC)
The process of looking outside the company to compare the firm to excellent performers is called __________ benchmarking.
external
When a service is being provided, who is typically responsible for ensuring quality at the source?
Location operations manager
Which is the best form of ISO certification?
Third party
Which of the following is not a dimension of quality?
Appraisal
The cost of quality has been estimated at what percentage of every sales dollar?
15-20%
In which step of the DMAIC cycle do you determine the most likely causes of defects and understand why defects are generated?
Analyze
Which quality term refers to the degree to which the product or service design specifications are met?
Conformance
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
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.
Which of the following people was not considered one of the quality gurus?
Henry Ford
which type of quality cost deals with scrap, rework and repair?
Internal failure costs
Expenditures related to achieving product or service quality include all of the following except:
Manufacturing costs
How many defects per million units are permitted to meet Six Sigma standards?
3.4
Total quality management became a national concern in the United States during what decade?
1980s
The general belief is that the correct cost for a well-run quality management program is under
2.5%
ISO _______________, standards are concerned with business-to-business transactions dealing with quality, while ISO _______________ standards are concerned with environmental management
9000, 14000
Which six sigma tool requires changing each individual variable to determine the most influential one?
Design of experiments (DOE)
What term refers to the inherent value of the product in the marketplace?
Design quality
Which of the following tools can be used in the Define step of the DMAIC cycle?
Flow charts Run charts
True or false: Total quality management requires companies to deal with all dimensions of products and services that are important to the customer.
T
ISO, international standards for quality management and assurance, was developed by?
The International Organization of Standardization
