Quality Final

Select the three most respected quality gurus.

Deming, Crosby, Juran

UCL is the acronym for Upper Control Limit. Select the correct formula for calculating the UCL.

Mean + 3 times the standard deviation

Value-added work is work that really adds value from the point of view of the external customer for the product or service. Waste is anything that need not or should not have happened.

True

Variation is the change or deviation, in form, condition, appearance or extent from a usual state, or from an assumed standard.

True

Select the person responsible for the economic recovery of Japan after WWII.

McArthur

Statistical data displays the problem in an objective, standardized fashion.

True

TQM is a loosely related collection of philosophies, concepts, and tools currently in use throughout the world.

True

The five quality gurus recognized that quality has no shortcuts, and that the improvement process is a never-ending cycle requiring the full support and participation of individual workers and top levels of management.

True

The key to effective communication is to keep it simple.

True

The more that number is greater than 1.0 the greater the capability of a process to make on-spec product.

True

Employees with poor attitudes are common concerns in the work environment. Select those tendencies they may display.

- Attendance problems - Marginal quantity or quality of work - Interpersonal problems with coworkers - Poor communications -Lack of cooperation

Select at which are true.

- Businesses using ISO are free to compete in many more markets around the world. - Customers benefit from the effects of competition among suppliers. - International standards give developing countries a basis for making the right decisions when investing their limited resources. - Conformity of products and services to ISO standards provides assurance about quality, safety, and reliability.

Match the following terms to their definition.

-UCL farthest range above the centerine where a data can be plotted and still be considered normal variation. -LCL Farthest below " -Range How spread out the data is -X average of the data -Standard deviation the measure of the dispersion and so on """""

Select, from the list below, the major components of TQM.

- Employee Involvement - Customer Focus - Continuous Improvement - Management by Facts

Select from following list some of the advantages of SPC.

- Improved product quality - Increased quality consciousness - Cost reduction - Data-based decisions - Predictable processes.

Select from the list below those characteristics found in a person with a positive, go getter, get ahead attitude.

- Manges own morale - Commits to the job - Does not resist change - Holds oneself accountable -Adds value - Fixes things and doesn't blame - Practices kaizen

Who is the customer? Select all that are correct.

- Most important visitor - We are dependent on him - Not an interruption - Purpose of our work - Not an outsider -Not doing him a favor

The purpose of a control chart is to:

- Show the external customer the company's reliability as a supplier. -Improve the process for the internal customer by removing fluctuations and disturbances.

Teamwork is crucial to success of any quality program. However, not all teams are successful. Successful teams exhibit the following characteristics:

- Team goals are more critical than individual goals. - Good communication is practiced - Respect is shown to all team members -One hundred percent team participation is mandatory

Which of the following are the components of process capability.

- The product specs. - The centering of the natural process variation - The range

Quality is a tool that allows a company to -

-Build, shape, and innovate it s product or service. - Unleash the talent of its workforce. - Reduce waste. - Increase efficiency and profits

Be able to match chart pictures to the chart names

-Run -Checklist -Scatter -Histogram -Pie

Match the descriptions to the technique.

-brainstorming -check sheet -run chart tends or shifts in process or activity -scatter diagram whether there is a relationship between two variables in a process -flowchart potential trouble spots, redundancies and unnecessary complexies -pie chart graphically represents percentage relationships -cause and effect diagram -histogram -Pareto chart -control chart

Quality has been around for at least

4000 years

Deming claimed that management was responsible for a significnt percent of the quality problems. What percent of problems is management responsible for?

94

Employee empowerment means that management relinquishes all authority, totally delegates decision making or allows operations to run without accountability.

False

___________ is 50 percent of oral communication.

Listening

In the following scenario, determine if this was a " quality" experience based on Philip Crosby's definition of quality, which is " conformance to requirements." Remember, the provider of the product or service needs to deliver it in a manner that meets the requirements of its customers. You buy a $ 40,000 SUV. Within twelve months, the air conditioner needs to be repaired and the power mirrors need to be replaced. You take it into the dealership and they fix everything for free and loan you a free rental car.

Not Quality

In the following scenario, determine if this was a " quality" experience based on Philip Crosby's definition of quality, which is " conformance to requirements." Remember, the provider of the product or service needs to deliver it in a manner that meets the requirements of its customers. You go through the drive- through at McDonald's at noon and order a salad with grilled chicken. You are told that you have to park and wait ten minutes while your chicken is cooked. Your meal is delicious.

Not Quality

In the following scenario, determine if this was a " quality" experience based on Philip Crosby's definition of quality, which is " conformance to requirements." Remember, the provider of the product or service needs to deliver it in a manner that meets the requirements of its customers.You check into a four- star hotel in New York. Your $ 299- a- night room is on the 27th floor. You have to wait about eight minutes for the elevators each time you want to go up or down.

Not Quality

In the following scenario, determine if this was a " quality" experience based on Philip Crosby's definition of quality, which is " conformance to requirements." Remember, the provider of the product or service needs to deliver it in a manner that meets the requirements of its customers. You check into a $ 49- a- night room at a Motel 8. There is no elevator, so you have to carry your luggage to the second- story room. The room is clean and sparsely furnished.

Quality

The normal distribution statistic reveals a 99.7% certainty that a measurement will fall between +\- 3 sigma when a normal distribution is present.

True

Under ISO2000 companies must show continual improvement in their system and insure that customer requirements are met.

True

In the following scenario, determine if this was a " quality" experience based on Philip Crosby's definition of quality, which is " conformance to requirements." Remember, the provider of the product or service needs to deliver it in a manner that meets the requirements of its customers. You buy your son a water gun at a store for one dollar. He plays with it for two hours before the trigger breaks. It no longer squirts water, but he continues to play with it.

Quality

According to TQM what is the most important component of any TQM process.

The Worker

The price of the finished product sold to the external customer is the sum total of value-added costs. If the price is too high, the customer will not buy it. If the process to create the product is inefficient (too much waste) then this waste is included in the value-added cost.

True

The purpose of a team is to combine the diverse talents and skills of a group to accomplish assigned goals.

True

Three common methods of communication are the written word, spoken word, and symbolic gestures.

True

To maintain a competitive quality system requires continuous improvement of all systems.

True

What does the acronym TQM stand for?

Total Quality Management

A Cp of 2.0 means that the unit is very capable of making on-spec product consistently and that operators will spend very little time running the unit and will be assigned other tasks.

True

A company has to continuously improve their product to survive.

True

A high maintenance individual is a person who is a constant source of irritaiton and complaints or who constantly complains to the human resources department about everyone and everything

True

A quality tool can be a chart, graph, statistics, or a method of organizing or looking at things.

True

A well-educated and well motivated workforce is the greatest natural resource a country can possess.

True

Advocates are customers who feel a strong connection to a product or service and will actively endorse it to others.

True

All employees should assume personal responsibiity for upgrading their job performance.

True

All people must do their part to help the team identify and benefit from the diversity of its human resources.

True

Being a team member is not an argument for blind obedience. A team member must stand against the leader when a point needs to be questioned or argued. Do it for the good of the group

True

Body language can indicate a negative, positive or neutral attitude to the speaker. It reveals unstated information to the speaker.

True

Body language is how a person stands, positions their hands or arms, and exhibits facial expressions during a conversation.

True

Communication requires three elements: sender, a message, and a receiver.

True

Deming focuses on trusting and training the worker. He felt that most people come to work wanting to do a good job and to be proud of their work.

True

External customers are the people keeping companies in business by buying their products or services.

True

Facilitating employee involvement requires recognizing the value of each individual, understanding human motivations, assigning people to positions in which they can succeed, and listening to employees

True

Good communications require understanding, listening, and feedback.

True

If a process is operated in a state of statistical control, then: The process is doing what it was designed to do. It is doing the best it can. Operators are not able to improve the process.To improve the process, management must redesign the process and install new equipment.

True

Internal customers - anyone that receives and uses what an individual or an organization provides.

True

Internal customers are people within the company who receive the work of another and then add their contributions to the product or service before passing it on to someone else.

True

Management must recognize the ability of employees to recognize quality problems and resolve them.

True

Personality traits, such as an inability to work with others, are unprotected by law.

True

Process capability (Cp) reveals whether a process (people, materials, machines and methods) can meet product specifications and how effectively it can meet those specifications.

True

Quality is a competitive tool that gives some companies an advantage over other companies that do not have quality systems or that have poor quality systems.

True

Quality is achieved through the sum total of all the systems in a company, not a single system, such as the manufacturing system.

True

SPC charts and associated problem-solving techniques provide a picture of the performance of a process. This picture can be analyzed to detect an incipient problem and make a correction before the process produces off-spec product.

True

SPC places the responsibility for quality squarely in the hands of operators and not the downstream inspector who looks at the product after it is built.

True

Some of the advantages of a team over an equal number of individuals are: Many heads are smarter than just one. The diversity of knowledge and skills combined is much greater than anything an individual can possess.

True

Standard deviation is the measure of the dispersion of observed values from the mean (how far away data points are from the centerline).

True