scmt exam 2, SCMT 364 - Exam 2 - Quizzes and Problem Sets combined

True

Cause and Effect Diagram is also called a Fishbone diagram

False

Common (or natural) cause variability can be reduced by taking a larger sample size

True

Control chart limits are defined by the standard deviation of the sample distribution. True or false? • a. True • b. False

True

Control charts help to detect assignable cause of variations in the process. True or false? • a. True • b. False

False

Control limits may also be called Specification limits

c. appraisal costs

Costs of inspectors, testing, test equipment and labs in a service/production setting are examples of : • a. internal failure costs • b. external failure costs • c. appraisal costs • d. prevention costs • e. replacement costs

a. internal failure costs

Lost productive time in an X-ray department due to incorrect images and repeated image processing is an example of: • a. internal failure costs • b. external failure costs • c. appraisal costs • d. prevention costs • e. replacement costs

b. 0.0211 and 0

Fifteen samples of sample size, n = 5 observations have been taken from a milling process. The average sample range was 0.01 centimeter. What are the upper and lower control limits for sample ranges? • a. 0.010 and 0 • b. 0.0211 and 0 • c. 0.018 and 0.002 • d. 0.028 and 0.002 • e. 0.0311 and 0

False

It is not necessary to have a process in control when establishing control limits. True or false? • a. True • b. False

True

Items (or services) not conforming to the specifications required by the design is called defective. True or false? • a. True • b. False

False

Parts per million is the expected number of defective parts in a random sample size of 10 million. True or false? • a. True • b. False

check sheet

Tally of problems with flow units by type of defects

True

Term "sigma" denotes the spread from the mean of a process

True

The Central Limit Theorem states that even if the population fro which samples are taken is not normal, the distribution of sample averages tend towards normality provided the sample size at least 4

1.67

The specification limit for a product is 8 cm and 10 cm. A process that produces the product has a mean of 9.00 cm and a standard deviation of 0.2 cm. What is the process capability, Cp?

True

The term "Quality at the Source" means "making the person who does the work responsible for ensuring that specifications are met."

True

"Total Quality Management (TQM)" term means managing the entire organization so that it excels on all dimensions of products and services that are important to customer.

Central Limit Theorem

- If the population form which samples are taken is not normal, the distribution of sample averages tend towards normality provided the sample size is at least 4. - tendency gets better as n gets larger and distribution is closer to normal

quality

- The ability of a product or service to consistently meet or exceed customer expectations. - getting what you pay for. - Conformance to requirements.

assignable variation

- in process output, a variation whose cause can be identified - large and their causes must be investigated, detected and removed

scatter diagram

- measuring relationships between variables - statistically test a theory about a possible cause and effect connection between two factors - test and confirm a hypothesis using quantitative data

Pure project

-Personnel work for on a dedicated project team -Team pride, motivation, and commitment are high

Functional Project

-The project is housed within a functional division of the firm -Team members can work on several projects

c. Upper and lower tolerance limits

. Design specification limits are also called • a. process limits • b. range of output limits • c. upper and lower tolerance limits • d. capability index • e. None of the above

cost of poor quality

1. internal failure costs 2. external failure costs 3. appraisal 4. prevention

pareto principle

20% of the problem types account for the 80% of total defects

six sigma

A business process for improving quality, reducing costs, and increasing customer satisfaction - Philosophy: Eliminate defects through prevention and process improvement - Methodology: Team-based approach to process improvement using the DMAIC cycle - Set of tools: Quantitative and qualitative statistically based tools - Goal: 3.4 defects per million opportunities (DPMO)

b. R-chart

A control chart used to monitor the process variation of the service time of customers in a process is the: • a. p-chart • b. R-chart • c. x-bar chart • d. c-chart • e. Gantt chart

Pareto Charts

A customer call center is evaluating customer satisfaction surveys to identify the most prevalent quality problems in their process. Specific customer complaints have been analyzed and grouped into eight different categories. Every instance of a complaint adds to the count in its category. Which six-sigma analytical tool would be most helpful to management here?

e. Scatter Diagrams

A diagram used to demonstrate the existence of a relationship between two variables in a service/production system is: • a. Statistical Process Control Charts • b. Cause and Effect Diagrams • c. Histograms • d. Run Charts • e. Scatter Diagrams

c. Machines A and E

A manager has the option of using any one of the five machines for a job having design specification limits 10.00mm and 12.00mm. The machines and their standard deviations of the output are listed below. Machine Standard deviation (mm) A 0.30 B 0.50 C 0.70 D 0.35 E 0.25 Compute the process capability index for each machine. Which machines are capable of processing the job within the required design specification. • a. Machines A and D • b. Machines B and C • c. Machines A and E • d. Machines A and C • e. Machines B and D

total quality management

A philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction. -eliminate the cause of the problem

True

A process is "out of control" when special cause variability is present in the process

d. (a) and (b)

A process is capable. Which of the following relationships may be correct when the process is stable? I. Design Specification width (tolerance), DW= USL-LSL • a. DW > PW • b. DW = PW • c. DW < PW • d. (a) and (b) • e. (a), (b), and (c)

a. Type I error is made

A process is functioning as it should. The quality control manager observes a sample mean observation that it outside the control limits. He/she stops the process and investigates the possible cause. • a. Type I error is made • b. Type 2 error is made • c. Both Type I and Type II errors are made • d. Either Type I or Type II error is made • e. None of the above

b. Type 2 error is made

A process is not functioning as it should. The quality control manager observes 8 consecutive sample mean observations that are inside the control limits but all observations are above the center line. He/she does not perform any action to investigate the possible cause • a. Type I error is made • b. Type 2 error is made • c. Both Type I and Type II errors are made • d. Either Type I or Type II error is made • e. None of the above

True

A system governed only by common (or natural) cause variability is called a stable system

False

Both the p-chart and the c-chart use variable data (expressed in continuous numbers). True or false? • a. True • b. False

DMAIC Process

Define: customers and their priorities Measure: process and its performance Analyze: cause of defects Improve: remove causes of defects Control: maintain quality

EF

ES + activity duration

True

If a large fractions of items do not conform to required specification standard, some corrective action must be taken to either redesign the goods or correct the process that makes them. True or false? • a. True • b. False

d. It is possible and is called Type 1 error

If a process is functioning as it should, it is still possible to obtain sample mean observations that are outside of the control limits. In this case, the quality manager stops the process and examine for assignable cause of variations. • a. It is possible • b. It is possible and is called Type 2 error • c. It never happens • d. It is possible and is called Type 1 error • e. None of the above

d. It is possible and is called Type 1 error

If a process is functioning, it is still possible to obtain sample mean observations that are outside the control limits. In this case, the quality manager stops the process and examine for assignable cause of variations a. It is possible b. It is possible and is called Type 2 error c. It never happens d. It is possible and is called Type 1 error e. None of the above

b. It is possible and is called Type 2 error

If a process is not functioning as it should, it is still possible to obtain sample mean observations that are inside of the control limits. In this case, the quality manager did not stop the process to examine for assignable cause of variations. • a. It is possible • b. It is possible and is called Type 2 error • c. It never happens • d. It is possible and is called Type 1 error • e. None of the above

True

If items do not conform to standard, some corrective action must be taken to either redesign the goods or correct the process that makes them

True

In normal distribution, approximately 99.7% of all observations fall within three standard deviations of the mean

b. external failure costs

Injury and the pain caused to patients due to side effects of a drug which is later banned by FDA is an examples of: • a. internal failure costs • b. external failure costs • c. appraisal costs • d. prevention costs • e. replacement costs

b. external failure costs

Injury and the pain caused to patients due to side effects of a drug which was later banned by FDA. This is an examples of: • a. internal failure costs • b. external failure costs • c. appraisal costs • d. prevention costs • e. replacement costs

random variation

Natural variation in the output of a process, created by countless minor factors; too many to investigate economically

pros of functional project

Pros: A team member can work on several projects. Technical expertise is maintained within the functional area even if individuals leave the project.

b. are voluntarily engaged in solving quality problem of an organization

Quality circle are groups of employees who: • a. are identified by executive management to solve quality problem in an organization • b. are voluntarily engaged in solving quality problem of an organization • c. are identified by middle management • d. None of the above • e. all of the above

control chart

Recognizing Sources of Variation; Monitor the performance of a process over time | Recognize and control variation in a process | Methods to minimize variation and defects

True

Six sigma is a business process for improving quality, reducing costs, and increasing customer satisfaction

True

Six-sigma organizations try to achieve Cp index 2 or more for all their process that affect quality

True

Six-sigma process is a process that has the specification limits at least six standard deviations away from either side of the mean of the process. True or false? • a. True • b. False

e. 20.0 ounces plus or minus 0.90 ounces

Studies on a bottle-filling machine indicate that it fills bottles to a mean of 20 ounces with a standard deviation of 0.30 ounces. What is the process capability? • a. 0.30 ounces • b. 0.60 ounces • c. 0.90 ounces • d. 20.0 ounces plus or minus 1.80 ounces • e. 20.0 ounces plus or minus 0.90 ounces

e. 0.83

Studies on a machine that molds plastic water pipes indicate that when it is injecting 1-inch diameter pipes, its standard deviation is 0.02 inches. The one-inch pipe has a specification of 1-inch plus or minus 0.05 inch. What is the process capability index, Cp? • a. 3.33 • b. 1.67 • c. 1.00 • d. 2.00 • e. 0.83

a. p-chart

The Chair of the Operations Management Department at a University wants to construct a control chart for determining whether the six faculty teaching the basic OM course are under control with regard to the number of students who fail the course. Accordingly, she sampled 100 final grades from last year for each instructor. INSTRUCTOR - NUMBER OF FAILURES Prof A - 5 Prof B - 4 Prof C - 5 Prof D - 3 Prof E - 4 Prof F - 3 A control chart used to monitor this specific process mean is the: • a. p-chart • b. R-chart • c. x-bar chart • d. c-chart • e. Gantt chart

c. LCL = 0.0, UCL = 0.09879

The Chair of the Operations Management Department at a University wants to construct a control chart for determining whether the six faculty teaching the basic OM course are under control with regard to the number of students who fail the course. Accordingly, she sampled 100 final grades from last year for each instructor. INSTRUCTOR - NUMBER OF FAILURES Prof A - 5 Prof B - 4 Prof C - 5 Prof D - 3 Prof E - 4 Prof F - 3 Construct a control chart using three-sigma limits. Find upper control limit (UCL) and lower control limit (LCL) • a. LCL = 0.0013, UCL = 0.1408 • b. LCL = 0.0135, UCL = 0.1687 • c. LCL = 0.0, UCL = 0.09879 • d. LCL = 0.0013, UCL = 0.1687 • e. LCL = 0.0, UCL = 0.1687

c. 0.0400

The Chair of the Operations Management Department at a University wants to construct a control chart for determining whether the six faculty teaching the basic OM course are under control with regard to the number of students who fail the course. Accordingly, she sampled 100 final grades from last year for each instructor. INSTRUCTOR - NUMBER OF FAILURES Prof A - 5 Prof B - 4 Prof C - 5 Prof D - 3 Prof E - 4 Prof F - 3 The mean of the control chart is • a. 0.1275 • b. 0.1020 • c. 0.0400 • d. 0.0729 • e. None of the above

internal failure

The cost incurred when the product or process fails before it reaches the customer ex: use expired drugs

True

The mean is the simple average of the observation in a data set. The mean is used to determine whether, on average, the process is operating around a desirable target value

d. Items a, b and c above

The objective(s) of process control plan is (are): • a. To provide timely information • b. To determine if currently produced items are meeting design specifications • c. To detect shifts in the process that signal future products may not meet specifications • d. Items a, b and c above • e. None of the above

e. (c) and (d) above

The purpose(s) of control charts for a production/service process is (are) to: • a. estimate the proportion of output that is acceptable • b. inspect each item and weed out defective items • c. determine if the process is centered around a target value. • d. distinguish between random variation and assignable variation in the process • e. (c) and (d) above

assignable cause examples

Tool wear, equipment that needs adjustment, defective materials, human factors (carelessness, fatigue, noise and other distractions, failure to follow correct procedures), failure of pumps, heaters, etc.

e. 3.012 and 2.988

Twenty samples of sample size, n = 4 have been taken from a cleaning operation. The average sample range for the 20 samples is 0.016 minutes, and the average mean is 3 minutes. What are the three-sigma upper and lower control limits for this sample mean? Assume that the range is in control. • a. 4 and 2 • b. 3 and 0 • c. 4.116 and 1.894 • d. 3.006 and 2.994 • e. 3.012 and 2.988

Appraisal, prevention, internal failure, external failure

What are the four general categories of quality costs?

e. 3.4 DPMO

What does Six Sigma stand for • a. 99% DPMO • b. 97% DPMO • c. 95% DPMO • d. 340 DPMO • e. 3.4 DPMO

Quality at the source

What is the term that means making the person who does the work responsible for ensuring that specifications are met?

Total Quality Management

What term means managing the entire organization so that it excels on all dimensions of products and services that are important to customer?

e. I, II, and II

When performing the process capability analysis (to find Cp index of the process) the following conditions are required: I. The process is stable II. The process output is normally distributed II. The process must be centered • a. I and II • b. I and III • c. II and III • d. II only • e. I, II, and II

e.All above are sources of variance

Which of the following are sources of performance variance in healthcare environments? • a. Medical Workers • b. Medical Equipments • c. Environment • d. Tooling used in Medical Equipments • e. All above are sources of variance

c. Pareto Chart

Which of the following chart helps identify 20 % of the causes that account for 80 % of the problems? • a. Histogram • b. Cause and Effect Diagram • c. Pareto Chart • d. Run Chart • e. Control Chart

c. The specification limits, LSL and SCL

Which of the following elements is not part of an X-bar control chart? • a. The long-run center line, X-bar-bar • b. The control limits, LCL and UCL • c. The specification limits, LSL and SCL • d. X-bar values from each sample • e. Range values from each sample

b. Width of the Control limits, (UCL − LCL) > Process width, 6σ

Which of the following relationships must always be incorrect? • a. Process width, 6σ > Width of the Control limits, (UCL − LCL) • b. Width of the Control limits, (UCL − LCL) > Process width, 6σ • c. Tolerances, (USL − LSL) > Process width, 6σ • d. Process width, 6σ > Tolerances, (USL − LSL) • e. Specification width, (USL − LSL) > Process width, 6σ

d. (b) and (c)

Which of the following relationships must be incorrect when the process is stable? II. Process width, PW = 6 sigma III. Width of control limits, CW = UCL-LCL • a. PW > CW • b. PW = CW • c. PW < CW • d. (b) and (c) • e. (a), (b), and (c)

True

X-bar charts track the mean of the sample (also known as X-bar). True or false? • a. True • b. False

pure project

a self-contained team works full time on the project pros: project manager has full authority over the project cons: duplication of resources

critical activities

activities with 0 slack - cannot be delayed otherwise the project will be delayed

assignable cause

causes that are special

external failure

cost incurred when the product fails once it reaches the customer (ex: adverse reaction to drugs, or administration of wrong drug)

critical path

is the path with the longest duration - shortest time project can be completed

prevention

costs incurred to eliminate or minimize errors. time and revenue spent on training, planning, staff awareness raising, quality improvement projects, quality management are included here (salary, costs of quality officers, plus part of salary of staff in supervisory positions).

project duration

duration of the critical path

cause and effect diagram

find and cure causes; not symptoms - study a problem condition or improvement opportunity to find its root causes

pareto chart

focus on key problems; approach problems systematically - discover the sources that may cause the majority of the problems - breaks down problems into smaller ones

functional project

housing the project within a functional division. Team members are assigned from the functional units of the org. pros

one should ____ the capacity of the bottleneck to ______ the process capacity

increase, increase

project management

involves planning, directing and controlling resources (people, material and equipment) to meet the technical, time and resource constraints of the project

capacity of the process

is the capacity of the bottleneck

slack

measures how long the activity can be delayed without affecting the completion date of the project - maximal time than an activity can be delayed without delaying the project completion

quality at the source

philosophy of making each employee responsible for the quality of his or her work - do it right. if isn't right, fix it

non-critical activities have

positive slack

quality of design

quality which the producer or service provider is intending to offer to the customer.

sample distribution

same mean as population, standard deviation = sd of population x sq root of n where n= sample size

critical paths are like

the bottlenecks

appraisal

the costs associated with inspecting and evaluating the quality of supplies and/or final product/service. this involves explicit standard setting and monitoring, clinical and management audit, implicit everyday inspection

run chart

tracking trends - shows changes in data over time - measure one variable over time - collect data sequentially

t/f: there can be multiple critical paths in a network graph but they will have the same duration

true

x and R bar charts

used for variables - data that are measured, for example, amount of time needed to complete a task, length or width of a part