Chapter 12
The ISO 9000 standards are based on a number of quality management principles. These principles focus on what related to the following areas in the firm?
-customer focus -leadership -involvement of people -process approach -continual improvements -factual approach to decision making -mutually beneficial supplier relationships.
Which of the following are assumptions that justify the cost of quality?
-failures occur -prevention is cheaper -performance can be measured
A poke-yoke is a simple practice that does which of the following?
-prevents the worker for making an error -gives rapid feedback of abnormalities
The cost of quality has been estimated at what percentage of every sales dollar?
15-20%
How many defects per million are permitted to meet Six Sigma standards?
3.4
the Malcolm Baldrige National Quality Award
An award established by the U.S. Department of Commerce given annually to companies that excel in quality.
The classic "I love Lucy" scene where they are inspecting the chocolates on the assembly line is an example of what type of quality cost?
Appraisal
Which of the following is not a dimension of quality?
Appriasal
Two fundamental operational goals
Careful design of the product or service Ensuring that the organization's systems can consistently produce the design
What quality term refers to the degree to which the product of service design specifications are met?
Conformance
internal failure costs
Costs for defects incurred within the system: scrap, rework, repair.
What term refers to the inherent value of the product in the marketplace?
Design quality
Where in a process is there an opportunity for defects?
Every step or activity
A project champion is usually drawn from what levels of an organization?
Executive
What is required to prevent errors becoming defects?
Feedback
Which of the following is not a type of inspection in Shingo's approach?
Final inspection
Which is the ISO certification regarding quality management requirements in business to business dealings?
ISO 9000
Which analytical tool of Six Sigma breaks down a problem into the relative contributions of its components?
Pareto charts
Which type of inspection in the Shingo System is performed by the worker to check for defects.
Self-check
Which dimension of design quality refers to the ease of repair?
Serviceability
Prevention costs
The sum of all the costs to prevent defects, such as the costs to identify the cause of the defect, to implement corrective action to eliminate the cause, to train personnel, to redesign the product or system, and to purchase new equipment or make modifications.
True or false: Professionals are given martial arts titles reflecting their skills and roles regarding Six Sigma.
True
When comparing your company's performance to another company, you are performing what type of analysis?
benchmarking
Quality at the source is often discussed in the context of _____ quality.
conformance
external failure costs
costs for defects that pass through the system: customer warranty replacements, loss of customers or goodwill, handling complaints, and product repair
Appriasal costs
costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable
What is the purpose of single-minute exchange of die (SMED) procedures in the Shingo System?
drastic cuts in equipment setup times
Which tool in six sigma projects is a structured approach to identify, estimate, prioritize and evaluate risk of possible failures at each stage of a process?
failure mode and effect analysis
ISO documents provide detailed requirements for meeting the standards and describing the tools used for improving quality in the firm.
generic and applicable to any organization
Total quality management (TQM)
managing the entire organization so it excels in all dimensions of products and services important to the customer
When a product is involved, who is responsible for ensuring that quality specifications are met?
manufacturing management
Where a product is involved, who is responsible for ensuring that quality specifications are met?
manufacturing management
Which of the following is not a quality management standard is ISO 9000?
product design
Which is the best form of ISO certification?
third party
True or false: An error is inevitable in production, defects can be prevented
true
True or false: Lean six sigma combines the tools of Six Sigma with the concepts of lean manufacturing?
true
What piece(s) of information are needed to calculate DPMO?
unit defect opportunity
