Quality Final
True or False: Control charts reveal when a process in unstable and alerts manufacturers to take corrective action.
True
True or False: Defining quality can be difficult
True
True or False: Quality exists in the eyes and hearts of the customer.
True
True or False: Smaller groups of people are more effective as teams.
True
True or False: TQM cannot work without team work.
True
True or False: The only way organizations can comete is to employ high performance employees.
True
True or False: When systems and processes improve, control limits should be recalculated.
True
True or False: With America, as well as other countries, reaching out to the world market, a focus on qulaity has become necessary more than ever.
True
_________ is developed when people are tested and this builds effective teams.
Trust
The major advantages of quality include:
a better impression helps expand the customer base and quality builds customer loyalty and trust, and retains customers
Communication requires what three elements?
a sender, a message, and a receiver
How closely measurements come to the true value is called
accuracy
Define a system
as a collection of different equipment and processes that are interrelated.
Normal distribution has a particular shape that resembles a bell and is called a
bell curve
What is 50% of any verbal communication?
communication? listening
Crosby defined quality as
conformance to requirements and said it could only be measured by the cost of nonconformance
Variable data
data obtained by measuring variables such as flow rate, temperature, or pressure in vessel
The main focus of the Deming award is:
efficient statistical use of data
upper control limit
farthest range above the centerline were a data point can be plotted and still be considered normal variation
lower control limit
farthest range below the centerline were a data point can be plotted and still be considered normal variation
Juran believed there were two kinds of quality:
fitness for use and conformance to specifications
Name the four states of team development.
forming, storming, norming and performing
Name the advantages of SPC
improved product quality, increased quality cosciousness, cost reduction, data-based decisions, predictable processes
Define customer satisfaction
it is nothing more than satisfied customers
Empowerment is based on what two concepts?
job enrichment, job enlargement
Name the four types of variation in processes. (the four Ms)
machines, materials, manpower, methods
ISO standards focus on one primary objective which is:
meeting customer expectations and requirements
What two aspects should be addressed for teams to be effective?
openness, idea building
In the production of quality today, the only resource that matters is:
people
To Crosby, the single word for quality was:
prevention
American firms were drawn into ISO registration for one practical benefit:
protecting their existing markets
Attribute data
qualitative data indicating the number of items conforming or failing to conform to specifications
Many Americans are confirmed Toyota and Honda owners because they are
reliable
The minimum necessities or comforts held to be essential to maintiaining a person or group in a customary or desired status is the _______________
standard living
What are the three fundamental parts of economics?
supply and demand, competition, productivity
Define Variation
the change or deviation, in form, condition, appearance or extent from a usual state, or from an assumed standard
What is meant by standard deviation?
the measure of the dispersion of observed values from the mean (how far away value are from the centerline
Taguchi believe that quality is primarily the responsibility of
the product designers
Name the three components to process capability
the product specifications, the centering of the natural process variation, range of variation
List the three major reasons for collecting data about a problem:
to reveal a problem exists, to analyze the problem, to minimize or remove the problem
Define rework
work that has already been done and will continue to redo it
Companies involved in TQM seek to attain five goals:
1. Continuous improvement2. defect prevention3. customer satisfaction4. reduced variation5. employee involvement
What are the three reasons internal customers may be treated poorly?
1. internal competition2. short term thinking3. lack of knowledge of internal customer requirements
Unnecessary work accounts for about __________ of all work.
40%
What are the three lines contained in a control chart?
A centerline that provides the average value (temperature, pressure, flow, and so on) of the process, An upper line called the upper control limit (UCL), drawn at a calculated distance above the centerline, A lower line called the lower control limit (LCL), and drawn at a calculate distance below the centerline
What is meant by the scientific approach?
A systematic way for individuals and teams to learn about processes. It means agreeing to make decisions based on data rather than hunches, to look for root causes of problems rather than react to superficial symptoms, and to seek permanent solutions rather than quick fixes.
Why are histograms important?
Histograms are important diagnostic tools because they give a clear picture of data distribution
Quality is a tool that allows a company to:
Increase efficiency and profits
What is the difference between internal failure costs and external failure cotss?
Internal failure costs are a measure of a company's operating efficiencies, while external failure costs provide measure of both product quality and customer satisfaction.
What does ISO stand for?
International Organization for Standardization
What is entropy?
The gradual decay and decline of things. It cases an inevitable migration toward failure of all processes
What is a good definition of leadership?
The observable behavior that makes people want to follow or emulate another person.
List the three things needed to mass produce anything
The parts, a way to assemble them, and an efficient way to organize the assembly work
One of the most important aspects of any SPC implementation program is
Training
True and False: Juran did not advocate using single sources for imporant purchases.
True
True of False: The solutions to problems in an organization should strat with the employee's attitude, not managment.
True
True of false: Attitude plays a big part in employee empowerment.
True
True or False: An operator must do more than the minimum for an operating unit to be successful.
True
True or False: Body language can strengthen or damage communication.
True
List the needs that must be fulfilled if one is going to excel at their job:
(economic security, personal esteem, personal worth, personal contribution, emotional security)
What things are necessary for empowerment to occur?
(employee motivation, training, involvement)
How do pareto charts rank information?
Pareto charts rank information from most serious to least serious
What are statistics?
Statistics is a branch of mathematics that deals with the collection, analysis, and interpre- tation of masses of numerical data.
True or False: Once an employee is trained and eveloped, nothing else is needed in order to help them sustain what they have learned.
False
True or False: Resisting change helps employees become better performers in the work place.
False
True or False: SPC can be practiced in isolation.
False
True or False: To create a quality product, we maximize the variation in the specfication of the product.
False
True or False: Training operators to interpret control charts is not critical.
False
True or False: Value added work does not add value tot he point of view of the external customer for the prodcut or service.
False
True or false: ISO has legal authority to enforce its implementation.
False
What do control charts help to distinguish?
Control charts distinguish between common and special causes of variation in a process.
An avid crusader for worker participation in decision making was
Deming
True or False: Clarifying customer requirements is a one-time occurrence.
False
True or False: Companies that start quality programs need not be concerned about how demanding they can be.
False
True or False: Competition is a factor for monopolies
False
True or False: Gaining new customers costs ten times as much as keeping current customers does.
False
True or False: In most cases, a dissatisfied customer will contact the supplier to let them know.
False
True or False: Most gains in quality and productivity do not result from teams.
False
True or False: Once a company has established a quality sytem, the system does not need to be improved and varied to meet the changes and challenges that confront an industry.
False
Define feedback.
One way to prevent poor oral communication is to have the listener restate the message. Restatement by a listener is called feedback
Define pie chart.
Pie charts are circular graphs in which the sections of the circle represent the proportional amounts of relative quantities.
____________ are those activities tht are necessary to turn inputs into outputs that will meet or exceed customer requirements.
Value added activities