Quiz 2

Managers at Taco Rico, a national fast-food chain, are implementing the Plan-Do-Check-Act cycle to ensure consistent food and service. So far, the managers have determined that the length of time that orders are filled at the drive-through window is too long. New procedures for taking food orders have been implemented and changes have been documented. What should occur next in the Plan-Do-Check-Act cycle? 1. Empower all drive-through workers to modify the new process as needed. 2. Document and standardize the new process to ensure consistent results. 3. Train all drive-through workers on using the new process. 4. Analyze the new process to determine if orders are being filled faster.

Analyze the new process to determine if orders are being filled faster.

________ are incurred when a company evaluates customer satisfaction. 1. External failure costs 2. Prevention costs 3. Internal failure costs 4. Appraisal costs

Appraisal costs

During a routine physical exam, Dr. Dodd politely answers Mark's questions about heart disease. Dr. Dodd discusses the benefits of exercise and a healthy diet as well as medications that are available to prevent heart disease. Dr. Dodd seems confident and knowledgeable. Which service quality dimension does this example best illustrate? 1. Conformance 2. Reliability 3. Empathy 4. Assurance

Assurance

Modern companies that rely on a philosophy of total quality management (TQM) primarily use ________ to measure quality. 1. Management intuition 2. Customer Feedback

Customer Feedback

If a firm measures quality from an external orientation, which of the following is most relevant? 1. Product specifications 2. Customer needs 3. Proper procedures 4. Corporate values

Customer needs

Which quality management activity clarifies the task to accomplish? 1. Measuring the variables 2. Making a recommendation 3. Defining the problem 4. Analyzing the raw data

Defining the problem

Which quality management strategy involves giving decision-making authority to front-line workers? 1. Employee benchmarking 2. Employee empowerment 3. Continuous improvement 4. Quality function deployment

Employee empowerment

Which of the following best explains the primary purpose of documentation and standardization? 1. Ensuring that tasks are performed with consistency 2. Providing management with external quality measures 3. Providing workers with problem-solving techniques 4. Analyzing revised processes and procedures

Ensuring that tasks are performed with consistency

After analyzing the measurements, which of the following LEAST likely caused the firm's warranty costs to increase? 1. Missing product parts 2. Flexible box straps 3. Thin packaging 4. Torn packaging

False

True or False. According to Genichi Taguchi, high levels of quality are achieved when a company closely inspects products after they are manufactured and before they are sold to customers.

False

True or False. For the benchmarking process to provide useful information, the two companies being compared must be direct competitors in the same industry.

False

True or False. In an organization that fully implements total quality management, the quality control department maintains sole responsibility for product and service quality.

False

True or False. The first step in the Six Sigma methodology involves measuring current processes to determine the frequency of problems.

False

True or False. When collecting data for statistical process control, a histogram is the primary tool for recording raw data at the location where data is generated.

False

True or false. Although the quantitative tools and techniques used in Six Sigma to reduce defects are highly effective, the Six Sigma methodology lacks a useful qualitative component.

False

True or False. According to Dr. W. Edwards Deming, in a manufacturing environment, quality improves when management establishes very specific work quotas.

False. Deming advocated the elimination of work standards (quotas) in manufacturing environements. He asserted that leadership not quotas would improve quality.

A company's attempt to get to know its customers by contacting them to discuss their needs, wants, and expectations is done in a _________. 1. focus group 2. ISO 9000:2000 standards meeting 3. plan-do-check-act cycle 4. benchmarking session

Focus group

According to Joseph Juran, ________ are primarily responsible for ensuring that a company manufactures quality products. 1. Workers 2. Managers

Managers

Which statistical process control (SPC) tool would be most useful to get a visual representation of the most frequent occurrences in descending order among all data points? 1. Pareto chart 2. Scatter plot 3. Histogram 4. Check sheet

Pareto chart

The ___________ stage of the Plan-Do-Check-Act cycle involves identifying opportunities for improvement. 1. Check 2. Do 3. Plan 4. Act

Plan

Which of the following is an example of a problem-solving tool that can be used in continuous improvement? 1. Focus Groups 2. Documentation 3. The Voice of the Customer 4. Process flow analysis

Process flow analysis

Which of the following is LEAST likely to be a characteristic of team problem solving? 1. Brainstorming a variety of solutions 2. Allowing different perspectives 3. Resolving issues quickly 4. Dividing tasks among members

Resolving issues quickly

In the textbook scenario, the most relevant process variables are __________ 1. Poor paint quality and damage packing trays 2. Shipping damage and spare parts packing

Shipping damage and spare parts packing

_________ uses methods and tools to determine the stability of a manufacturing process and reduce the number of product defects. 1. Quality function deployment 2. Statistical process control

Statistical process control

True or False. According to Philip Crosby, most firms underestimate their failure costs and would benefit from evaluating all costs of quality.

True

True or False. Understanding how customers use products and services helps companies to develop new innovations that improve and achieve external quality.

True

True or false. Quality function deployment refers to a method of transforming customer needs and expectations into product design characteristics.

True

True or False. According to Deming, today's organizations benefit from training employees to use statistical process control tools.

True. Deming emphasized the importance of training employees to use the tools of statistical process control.

The Six Sigma "define" phase uses what tool to provide an overview of the entire process and identify what is necessary to meet customer needs? 1. Pareto chart 2. Value stream mapping 3. Measurement system analysis 4. Fishbone chart

Value stream mapping