Quality Concept
A design review: A. A definite quantity of product or material produced under conditions that are considered uniform. B. A judgment that a product or service meets the requirements of a specific standard C. A formal, documented and comprehensive review of the design requirements and the capability of the design to meet the requirements. D. The process of measuring, examining, testing, Gavin, or otherwise comparing a unit or a characteristic to the requirement.
A batch or lot is a definite quantity of product or material produced under conditions that are considered uniform. Compliance is the judgement that a product or service meets the requirements of a specific standard. Inspection is the process of measuring, examining, testing, gauging, or other wise comparing a unit or characteristic of a unit to the requirements. A design review is a format, documented, comprehensive, and methodical review of the design to evaluate the design requirements and the capability of the design to meet the requirements. A design review will identify problems the development of the design and pros pose solutions for them. Design reviews may be held at any stage of the design. Answer C is correct Section II - 20
A separate quality organization in a company: A. Relieves engineering of its responsibility for new design control B.. Reduces the quality control responsibilities of material an manufacturing C. Provides integration and control of all quality functions D. Assumes responsibility for reporting and investigating all quality problems
A close review of answers A, B, and D indicate all to be false statements. Design engineering will still exist, some investigation of quality problems will be handled by others, and quality control will still have material and manufacturing quality responsibilities. A separate quality organization will integrate and control the quality function Answer C is correct Section II - 3
What essential work flow analysis is most widely used in Six Sigma problem solving? A. DMAIC B. SIPOC C. MINITAB D. ANOVA
A large number of Six Sigma companies use some variety of the DMAIC problem solving approach. Define, Measure, Analyze, Improve, and Control. Variations of this approach are also used. MINITAB is a software statistical tool that some companies utilize. ANOVA stands for analysis of variance (of Means) which is often used in the analyze phase. SIPOC is a means of analyzing a system's work flow in components of Suppliers, Inputs, Processes, Outputs, and Customers. Answer B is correct Section II - 29 and 32
Which of the following documents typically contain elements to control product design, purchased materials, processes, and special processes? A. ISO 9001 and the company's quality manual B. ISO 8402 and ISO/IEC 17025 C. Purchase requirements and ASME standards D. ISO 14001 and SAE standards
All of the questions elements are contained in ISO 9001 and should be in a company';s quality manual as well. ISO 8402 contains terms and definitions. ISO 14001 is an environmental based standard. ASME and SAE standards are distracted choices. Answer A is correct Section II - 22/23
When comparing Plan/Do/Check/Act with other process improvement process improvement processes, one can conclude that: A. PDCA is better than the others B. They all use a four step cycle C. They may have different steps but achieve similar results D. Six or seven step cycles result in better improvements
Although a number of different steps may be used in a process improvement process, they achieve similar results if applied correctly. Answer C is correct Section II - 29 and 49/50
The best reason for instituting a quality cost system is: A. To satisfy ISO9001 requirements B. To achieve a proper balance of prevention, appraisal, and failure costs. C. To identify opportunities for improvement D. To benchmark major competitors
Although elements of answers A, B, and D may be true, the best reason for a quality cost system (of those choices presented) is to help identify potential improvement areas. Answer C is correct Section II - 28
What planning quality control functions, which of the following is most directly related to production of a quality product? A. Process control and process capability B. Suitable blueprints C. Dimensional tolerancing D. Product audits
Although suitable blueprints, dimensional tolerancing and product audits are necessary, they are not as directly related to the production of the quality product as are process control and process capability. Answer A is correct Section II - 21 and XI - 13
A typical improvement team agenda would include: A. Team member ideas generated between meetings B. Previous discussion points and current topics C. The behavior norms of the team D. The approvals of upper management of the previous meeting minutes
Answer D, the approval of team agenda by upper management, is not appropriate. Management must have some confidence in the team. Team ideas generated between meetings are generally not included (answer A). The behavior norms of the team (answer C) are established in the team operating guidelines. They are independent of the team agenda which, list key discussion points and current topics Answer B is correct Section II - 57/58
Non-Value added activities on the factory floor are most clearly controlled by elimination of: A. Gemba B. Muda C. Poke-yoke D. Kaizen
Answer is B Muda Gemba means factory floor in Japanese. Poke-take Means mistake proofing. Kaizen means good change. Muda means waste (the elimination of non-value added activities) Section II - 38 and 42/43 and XI - 14/16
Which of the following is an area of prevention that can be used to improve the torture on company investment? A. Capability B. Audits C. Laboratory Testing D. Design Change
Answers B and C are appraisal cost. Answer D is normally an internal failure cost. Capability studies are considered prevention activities Answer A is correct Section II - 25/26
Most process improvement teams have from 4 to 12 members. Which of the following is the main disadvantage in having a team that is too small. A. Lack of constructive input B. Lack of management interest C. Difficulty in arriving at consensus D. Difficulty in filling the team roles
Answers B and C are generally not problems. Answer D is a relatively minor concern. Answer A is correct Section II - 63/64
Which management tool generally tracks the following steps for quality improvement? Identify critical success functions, find and observe a leader in those areas, identify the gap between your organization and the leader's, undertake improvement activities, measure performance, continue improvement in the same or other areas. A. Flow charting B. Benchmarking C. Team building D. Plan/Do/Check/Act
Benchmarking generally follows the steps described above for quality and other systems improvements. Answer B is correct Section II - 48
The main difference between a typical kaizen team and a kaizen blitz team is: A. Team membership B. Radical innovation C. Time D. Money
Both kaizen and kaizen blitz teams can have similar memberships and can undertake radical changes. Either type can save small, moderate, or large amounts of money. The Kaizen blitz team achieves its goal in a shorter amount of time. Answer C is correct Section II - 40
Well functioning improvement teams would be expected to display: A. Competitive relationships B. Active listening skills C. Personality conflicts D. Independent behavior
Competitive relationships and personality conflicts are signs of poorly functioning teams. Active listening skills are a must. Independent behavior in the quiets on must refer to a lack of teamwork as opposed to willingness t take initiative Answer B is correct Section II - 60/61.
Well functioning improvement teams would be expected to display: A. Competitive relationships B. Active listening skills C. Personality conflicts D. Independent behavior
Competitive relationships and personality conflicts are signs of poorly functioning teams. Active listening skills are a must. Independent behavior in this question must refer to a lack of teamwork as apposed to willingness to take initiative. Answer B is correct Section II - 60/61
Conflict between team members: A. Is inevitable B. Should be avoided at all cost C. Should be encouraged D. Is best resolved by asking the involved team members to leave.
Conflict within teams is part of the process. When it occurs, it should be used to improve the team development, knowledge, and decision process. Answer A is correct Section II - 69/70 and 76/78
In consumer products, the complaint rate is most directly a Measure of: A. Product quality B. Customer satisfaction C. Market value D. Rejection rate
Customer satisfaction has always been a good choice on past ASQ exams. The complaint rate is most closely tied to customer satisfaction. A product may conform to specification, have typical quality and good market value, but receive complaints in other areas. Customer expectations, difficult assembly, the features of competing products may all play a role in the complaint rate (this is not a inclusive list). A complaint does not mean a rejection. Often, the customer wants to continue doing business with you, but they want you to improve. Answer B is correct Section II - 10
A process improvement team is brainstorming ideas. When using this tool it is important for the team to do which of the following? A. Criticize each idea B. Record all the ideas C. Limit team member participation D. Minimize the number of silly inputs
During brainstorming the ideas should not be criticized. The purpose is to create a large number of different ideas, wth everyone participating. The ideas must be recorded so they can each be discussed later. Answer B is correct. Section II - 50
ISO/TS 16949 is: A. A version of ISO 9001 that pertains to design B. A modification of ISO 9001 by the automotive industry C. A version of ISO 9001 that pertains to the chemical industry D. A version of ISO 9001 that pertains to service companies
ISO/TS 16949 is a standard for the North American automotive industry. All of ISO 9001:2000 is included, with some additional requirements. Answer B is correct Section II - 22
What advantage, if any, would a virtual team using instant messaging have over live, interactive, face-to-face communications? A. An ability to solicit more ideas B. The capability of judging personal reactions to ideas C. A lack of interpersonal distractions D. Much more timely responses to ideas
It's doubtful that responses are more timely and that more ideas are solicited (at least in an equivalent amount of time). With instant messaging, there is also an incapacity to judge personal reactions in most cases. One advantage is the elimination of a number of interpersonal distracters. Answer C is correct Section II - 79
An employee's attitude about quality is most directly effected by: A. Job advancement and recognition B. Programs and slogans such as "zero defects" that promote quality improvement C. Demonstration by management that they are committed to the principles of quality D. High pay and overtime.
Job advancement and recognition may be important for individual satisfaction, but this does not necessarily create a quality attitude. Programs and slogans such as "zero defects" have been used, but have shown mixed quality results. High pay and overtime are not direct quality motivators. Demonstration by top and middle management that they are committed to the principles of quality most directly affects employees' attitudes about quality. Answer C is correct Section II - 3, 19/20
Kaizen is a Japanese approach directed toward: A. Mistake proofing an operation B. Doing things better to achieve an increasingly higher standard C. Developing employee participation in the business decisions D. Becoming more competitive in the world market.
Mistake proofing is Poka-yoke. Answer A incorrect. Developing employee participation and becoming more competitive may be parts of kaizen activities, but this is not all that may be done. Answers C and D are incomplete answers. Answer B is correct Section II - 40
Which of the following wold NOT typically be considered an essential component of a quality improvement plan? A. The transfer of decision authority to Lowe organizational levels B. The support and commitment of upper management C. The development of problem solving skills in all personnel D. The use of outside advice and training
Note that a negative response is requested. All of the above items might be considerations. However, the one that would not be essential is answer selection D. There may be adequate internal resource help in this area Answer D is the correct, incorrect, choice Section II - 51/53
Quality cost analysis has shown that appraisal costs are apparently to high in relation to sales. Which of the following actions probably would NOT be considered in pursuing this problem? A. Work sampling in inspection and test areas B. Adding inspectors to reduce scrap costs C. Pareto analysis of quality costs D. Considering elimination of some test operations
Note that a negative response is requested. This question states that high appraisal costs are present and asks for the best action to curtail them. Answer A and D are both actions that could potentially minimize appraisal costs. Probably the best action to take is to perform a Pareto analysis of quality costs. This may be looked upon as a planning or preventative step but it could result in a reduction of appraisal cost. Answer B may or may not lower overall quality costs but, in this situation, it will definitely increase appraisal costs and is the best, inappropriate, choice. Answer B is the Correct, incorrect, choice. Section II-25/26
The most technical training and knowledge in the typical Six Sigma organization typically resides in which of the following roles? A. Executive sponsors B. Green belts C. Black belts D. Master black belts
Note that the question asks for technical knowledge. The term black belt is borrowed from the martial arts arena, with progressive training and experience denoted by the assignment of various belts. The increasing knowledge flow is: green belt, black belt and master black belt. An executive sponsor may or may not have enough a former master black belt. Answer D is correct Section II - 31 and 33
From an upper management perspective, what has been the principal motivation factor in embracing six sigma? A. Bottom line results B. Market share growth C. Defect reductions D. Customer focus
Phil Crosby once stated the upper management is interested in money, making money, and not losing money. He said there must be something else, but he never got that far in conversations. Answers B, C, and D could be considered subsets of answer A. Answer A is correct Section II - 29/30
Which of the following are documented detailed requirements for a part, product, process, or service? A. Procedures B. Instructions C. Specification D. Certification
Procedures are documents specifying the required way to preform an activity. Instructions are detailed written or spoken directions that are given in regard to what is to be done. Certifications are authorizing documents confirming compliance with the required standard. Specifications are documented detailed requirements for a part, product, process, or service. Answer C is correct Section II - 4/6 and 23
The provision for adequate confidence that a product or service will conform to requirements is included in which quality organizational function? A. Quality Assurance B. Quality Engineering C. Quality Auditing D. Quality Control
Provision for adequate confidence is typically included in the quality assurance role. Answer A is correct Section II - 3
The main planning function of quality assurance is called: A. Quality control B. Reliability engineering C. Quality Engineering D. Quality Audit
Quality control is the management function with the intention of controlling the product by regulating the process. Reliability engineering is the area concerned with providing a item that will ( with high probability) perform its intended function for a given time under stated conditions. A quality audit is a methodical, independent, scheduled, recorded investigation to see if a system. Process, product or service is suitable and effective. Quality engineering is the main planning function of quality assurance. Answer C is correct Section II - 3
Quality levels when make or buy decisions are made are typically: A. Formulated before the design is finished B. Based on production work loads C. Set irrespective of make or buy decisions D. Dependent on available procurement sources
Quality levels are not formulated before the design is finished nor are they dependent on the available procurement sources. Production work loads my determine when a product is going to be produced but they have little to do with required quality levels. That is, the quality level should be independent of whether the product is made internally or externally. Quality levels are set irrespective of make or buy decisions. Answer C is correct Section II - 13/14
The main purpose of quality records is to: A. Provide evidence that quality requirements for a product or service have been met. B. Show that the quality inspectors are doing their job C. Quality vendors for the approved vendor list D. Give the quality Manager the information needed to answer complaints.
Quality records should normally not be used evaluate personnel (answer B). Answer C is also a poor choice. Vendors may be placed on the approved vendor list based on quality record, but that is not the primary reason for their usage. Answer D is also not a good choice. Although the Quality Manger may use information from the quality record, that is not the basic reason for maintaining quality records. Quality records. Quality records are the evidence that the product or service has complied with all the quality requirements.
The main purpose of quality records is to: A. Provide evidence that quality requirements for a product or service have been ;met B. Show that the quality inspectors are doing their job C. Quality vendors for the approved vendor list D. Give the quality Manager the information needed to answer complaints
Quality records should normally not to be used evaluate personnel (Answer B). Answer C is also a poor choice. Vendors may be placed on the approved vendor list based on quality records, but that is not the primary reason for their usage. Answer D is also not a good choice. Although the Quality Manager may use information from the quality records, that is not the basic reason for maintaining quality records. Quality records are the evidence that the product or service has complied with all the quality requirement Answer A is correct Section II
A goal-achieving, mature improvement team would be considered to be at what development stage? A. Forming B. Storming C. Norming D. Performing
Teams that are at the performing stage have members that show maturity, focus on the process, achieve goals, and operate smoothly. Answer D is correct Section II - 76/77
Which of the following is a team facilitator duty? A. To assign team projects B. To interface with management for resources C. T publish and distribute the minutes D. To keep the team on track
The assignment of projects and management interface are duties of the team leader or the team itself. The minutes are the responsibility of the recorder. Keeping the team on track is a facilitator duty. Answer D is correct Section II - 66/68
Protection against design error is most important because of which of the following? A. Change control is costly B. It will often go through the entire process undetected C. Design errors have compounding costly effects throughout the system D. Manufacturing cant make a quality product if the design is wrong
The key question phrase is "most important". The most important reason for protection against design errors is b
What key step would follow an evaluation of current practices against a benchmark? A. Identifying key performance factors B. Selecting performance criteria based on priorities C. Determining a leader in a critical performance area D. Undertaking significant changes to advance performance
The key question word is "follow". Answers A, B, and C would traditionally come before a benchmark comparison. The action indicated in answer choice D would come after a benchmark comparison. Answer D is correct Section II - 48
Team operating guidelines are useful for: A. Establishing the team reward system B. Providing team members adequate recognition C. Directing the conduct of team meetings D. Ensuring the support of upper management.
The key question word is "guidelines". In order for teams to be effective, both the support of upper management and a reward and recognition system should be in place. However, these items (answers A, B, and D) are not applicable to this question. Team operating guidelines include team operating procedures and the conduct of team meetings. Answer C is correct Section II 57/59
The prime reason for written procedures is: A. To permit quick solutions for complicated problems B. To minimize the need for departmental communication C. To provide an ongoing amendable communication system D. To provide direct information for corrective action
The prime reason for written procedures is to provide ongoing amendable communications about the operation. Answer C is correct Section II - 6
When comparing push versus pull concepts, who is really doing the pushing? A. The customer B. The cycle time C. Company management D. The Takt time
The push concept is associated with management maximizing production output. Answer C is correct Section II - 38
Which of the following techniques presents a complete approach to effective problem solving? A. PDCA B. Process flow analysis C. Pareto diagrams D. Control charting
The question is looking for a problem solving approach. One technique is Plan/Do/Check/Act. The other answer choices are effective improvement or control techniques that are often used in conjunction with other tools to solve problems. Answer A is correct Section II - 49/50
Which of the following describes poorly functioning teams? A. Members act independently without inter-dependency B. Objectives are realistically set and met C. Team members support each other D. Team members listen to what is being said
The question key phrase is "poorly functioning" Answers B, C, and D are desirable team characteristics (team members listen well, support team members, and objectives are realistically set and met). Answer A is a poor characteristic in any team or group. Team members must be able to act both independent and interdependently. Answer A is correct Section II - 69/72 and 76/78
Identify a non-value added activity that would be considered a form of processing muda: A. An and all forms of transportation B. An ergonomically unsound workplace C. Reshaping a product due to poor dies D. Producing more than needed by the customer
The question requires some detailed knowledge of muda categories Answer A is transportation muda Answer B is motion muda Answer D is overporduction muda Answer C is correct Section II - 42/43
Which of the following Japanese techniques is most clearly identified with small incremental change? A. Kaizen B. Kanban C. Poke-yoke D. 5S strategy
The tern Kaizen is associated with small incremental changes. Although a "Kaizen Blitz" can speed things up a great deal. Kanban is a process flow control mechanism, 5S deals with work place organization, and poka-yoke means the mistake proof a process. Answer A is correct Section II - 40
Which of the following Japanese techniques is a workplace organizational technique? A. Poke-yoke B. 5S C. TPM D. Standard work
There are five Japanese "S" words: Seiri, Seiso, Seiketsu, and shitsuke that describe workplace organization. Answer B is correct Section II - 39
A work team has gone through initial training an has met and been critical of existing conditions and submitted ideas. Lately, they have been more tolerate of other points of view and have focused more on the positive aspects of recommendations. Synergy and project approach have been on the increase. A facilitator would say that they are in which of the following team life phases. A. Forming B. Storming C. Norming D. Performing
There are various names for team life cycles phases. Clearly the team has gone through the formation phase and appear to be over the storming phase as well. There is little question information that suggests that they have matured to the performing level. They appear to be in the "norming" team life cycle Answer C is correct Section II - 76/77
The best approach towards achieving purchased material quality would be to: A. Buy form your best competitor's supplier B. Advise your supplier of your requirements C. Never buy from a supplier that provides electives D. Buy based upon lowest price until there is a failure
There are weaknesses in answers A, C, and D. What works for your best competitor many work for you. Most suppliers will inadvertently ship defectives on occasion. Answer C would mean that you would never have a supplier. Answer D indicates that you would constantly change suppliers.
Why is the PDCA cycle so readily accepted by most American teams and individuals? A. It is the natural way that most people already approach problems. B. It was promoted by Dr. Deming who has a wide American following C. It has been widely used in Japan with success D. It requires much less work than comparable improvement techniques
Think about the PDCA process. When we approach a problem, don't we naturally plan some action, take some action (do), check the outcome, and take some action based on the result? Answer A is correct Section II - 49
Review of purchase orders for quality requirements falls into which one of the following quality cost segments? A. Prevention B. Appraisal C. Internal failures D. External failures
This is a basic definition question. The review of purchase orders for quality requirements is a pre-planning preventative activity which may avert many appraisal and failure costs later. Answer A is correct Section II - 24/25
TPM in relationship to the lean enterprise system means: A. Total productive maintenance to maximize equipment usage B. Total preventive maintenance to reduce total costs C. Total process management to manage process costs D. Total preventive maintenance to minimize downtime
This is a straight definition question. TPM mean total productive maintenance. One very key TPM objective is to maximize equipment effectiveness. Answers B and D have content that is close to the correct answer. Answer C is a weak choice. Answer A is correct Section II - 46
"The totality of features and characteristics of a product or service that bears on its ability to satisfy a given need.: The above is a definition for what? A. The quality management system B. Quality control C. Quality D. A quality policy
This is not a definition for a quality management system, quality control, nor a quality policy. It is a classic definition of quality. Answer C is correct Section II - 6
The most desirable method of evaluating a supplier is: A. A history evaluation B. A survey evaluation C. A questionnaire D. Discussion with the quality manger on the phone
This question requires an answer review and logic. The key phrase is "most desirable" An evaluation of a supplier's quality history is the best answer. It reflects a supplier's performance over a longer period of time in a number of areas (quality, reliability, responsiveness, etc.) A survey evaluation is a valid answer. However, it is a snapshot of the supplier at one point in time. Answers C and D are very weak. A supplier will present themselves in the possible light in a questionnaire or over the phone. Answer A is correct Section II - 13 and logic
Value stream mapping means A. The use of flow charting techniques B. An identification of inputs,tasks, and outputs C. A pictorial view that identifies all process steps D. Graphical charting technique showing material and information flows
Value streaming mapping is more than flow charts and process steps. Item D can include items A, B, and C. Answer D is correct Section II - 41
Team success is most dependent on which of the following? A. The team leader B. Team members having knowledge of the fish one technique C. Active support by mid-managers D. Policy support by top management
the key question phase is "most dependent". Answer B is the weakest choice. The fish one technique is only one of the many techniques utilized by a team. The team leader is an important role but it is not he most dependent success factor. Policy support by upper management (answer D) is not as important as active support by all members of management. Mid-management is often crucial to team success, since they are in a key position to furnish information and resources. Answer C is correct Section II - 73
Which of the following documents defines the specific quality practices, resources, and sequence of activities relevant to a particular product, project or fulfillment of a contract? A. The quality plan B. The quality manual C. The quality cost report D. The quality Records
the quality manual states the quality policy and describes the quality system of the organization. The quality cost report provides data on how the quality system is functioning expressed in quantitative or financial terms. Quality records supply evidence that the product or service is meeting or not meeting the requirements. The quality plan sets out specific practices, resources, and sequence of activities relevant to a particular product, project, or contract. Answer A is correct Section II - 7
