Unit 6- Quality Management

95.45% confidence, z=?

2

99.7% confidence interval: use a z-score of...

3

According to our class notes, which of the following choices is LEAST TRUE about total quality management? A. it involves involving employees to ensure quality B. it is a philosophy of management C. the customer is the central focus D. it involves continuous improvement > E. it is a recipe-like procedure with well-defined steps

E. it is a recipe-like procedure with well-defined steps

T/F: The lower and upper control limits computed using methods of statistical process control (SPC) indicate the tolerable range of a process or product characteristic that is based on customer requirements.

False

Yes or No: A mortgage banking firm uses a P chart to control the proportion of mortgages that were incorrectly approved. The lower and upper control limits are 0 and .005 respectively. Each quarter it takes a random sample of 200 approved loans and records the number that were incorrectly approved. On a recent quarter, there were 2 loans that were incorrectly approved. Is of the mortgage approval process in control?

No

Yes or No: A restaurant wants to control the number of daily customer complaints. The lower and upper control limits for a c chart are 4 and 8 respectively. On a recent day, 10 complaints were received. Is the service process under control?

No

T/F: A six sigma process operates with fewer defects per million opportunities than a three sigma process

True

Yes or No: A coffee shop wants to control the dispersion of the temperatures of cups of coffee. The lower and upper control limits for a range chart are 0 and 27.1 respectively. Each day they take a sample of 10 cups of coffee and during a recent day the temperatures were 160, 173, 171, 159, 164, 171, 165, 156, 167 and 165. Is the dispersion of temperatures of coffee under control?

Yes

Yes or No: A fire department uses an X chart to control the average time it takes to respond to emergency calls. The lower and upper control limits are 5.5 minutes and 15.6 minutes respectively. For ongoing control, it tasks a random sample of 8 calls and records the response times. On a recent month, the 8 sampled response times were 10.2, 8.6, 12.1 15.8, 9.4, 11.1, 5.0, and 16.8. Is the emergency response process in control?

Yes

Based on class notes, _______________ involves making a series a small changes in order to make a big change. a. Continuous improvement b. Benchmarking c. Gap analysis d. A quality circle e. new service development

a. Continuous improvement

A collection agency wants to control the average dollar value of accounts receivable that are more than 90 days past due. Each month it takes a sample of 50 accounts past 90 days due and records their dollar value. What type of control chart should be used? a. X Chart b. R Chart c. P Chart d. C Chart

a. X Chart

A restaurant wants to control the average temperature of hamburgers cooked medium rare. Each week they take a random sample of 30 medium rare hamburgers and measure and record their temperature. What type of control chart should be used? a. X Chart b. R Chart c. P Chart d. C Chart

a. X Chart

A call center wants to control the dispersion of times needed to handle customer calls. Each day they take a random sample of 100 calls and record minutes needed to handle each call. What type of control chart should be used? a. X Chart b. R Chart c. P Chart d. C Chart

b. R Chart

Based on class notes, which of the following statements describes an advantage of the central limit theorem? It enables us to________________________________. a. randomly select samples from the process distribution b. use the normal distribution to compute control limits regardless of process distribution c. use small sample sizes d. none of the above e. predict some measure of interest with 100% certainty

b. use the normal distribution to compute control limits regardless of process distribution

A package delivery company takes a sample of 50 packages loaded onto each truck each day and records how many of those sampled were not delivered by the end of the day. What type of control chart should be used? a. X Chart b. R Chart c. P Chart d. C Chart

c. P Chart

For each of the last ten weeks, a restaurant chain took a sample of 100 hamburgers, measured their temperature and recorded whether or not they were undercooked. What type of control chart should be used? a. X Chart b. R Chart c. P Chart d. C Chart

c. P Chart

For each of the last ten weeks, a restaurant chain recorded the number of hamburgers that customers sent back to the kitchen with the reason that they were undercooked. a. X Chart b. R Chart c. P Chart d. C Chart

d. C Chart

For each of the last ten weeks, a state agency inspected 100 meals prepared for school lunches and recorded the number of food health and safety violations for each meal. A single meal can have multiple violations. a. X Chart b. R Chart c. P Chart d. C Chart

d. C Chart

If you wanted to brainstorm or identify all possible causes for poor exam grades then the most appropriate diagramming tool would be ___________. a. audit b. pareto analysis c. histogram d. fishbone diagram e. control chart

d. fishbone diagram

When you shut down your computer system, the system automatically asks if you save any open files with unsaved work. Based on class notes, this is a good example of ________________. a. benchmarking b. statistical process control c. gap analysis d. pareto analysis e. fail-safing

e. fail-safing