Chapter 5 SCM 304
Taguchi defines quality in terms of: A) parts per million. B) losses. C) lot tolerance percent defective. D) acceptable quality levels.
B
With everything else held constant, a sampling plan with c=1 will have a lower producer's risk than a sampling plan with c=2.
F
________ is a family of standards, developed by the International Organization for Standardization, representing an international consensus on good quality management practices
ISO 9000
An R chart is used to track how much the individual observations within a sample vary.
T
Appraisal costs can occur when a company has NOT produced any defective items.
T
ISO 9001:2000 can be used by both manufacturing and service companies.
T
Joseph Juran's definition of quality as "fitness for use" is an example of the value perspective of quality.
T
Producer's risk rises as consumer's risk falls.
T
Reductions in process variance result in higher process capability.
T
Statistical quality control is an element of quality assurance.
T
Taguchi's quality loss function runs counter to the notion that a product falling within tolerance limits is acceptable.
T
The Dodo Corporation plans to launch two new products for this year, a blank eight track tape and a 5 floppy diskette. If both items are produced precisely to the specifications provided by the design engineers, then Dodo Corporation's operations function will achieve a high level of conformance quality.
T
Total Quality Management is the management of an entire organization so that it excels in all quality dimensions that are important to customers.
T
A barbecue sauce producer sells their product in a 20 ounce bottle. Their current process mean is 19.80 ounces with a standard deviation of 0.3 ounces. If their tolerance limits are set at 20 ounces plus or minus 1 ounce, what is the process capability index of the bottle filling process? A) 0.89 B) 1.00 C) 1.11 D) 1.33
A
A pizza delivery service wants to track their delivery times. They take eight samples of four deliveries and record the following data. What are the upper and lower control limits of their chart? Sample # 1 2 3 4 5 6 7 8 Item #1 21.1 20.2 24.1 22.6 21.2 20.9 22.4 20.9 Item #2 21.7 20.6 21.7 21.7 24.1 23.5 24.6 24.7 Item #3 23.0 24.5 23.2 23.0 20.6 22.8 23.4 22.8 Item #4 20.3 23.5 24.4 25.0 20.7 23.2 23.3 24.5 Sum 86.1 88.8 93.4 92.3 86.6 90.4 93.7 92.9 A) 24.9, 20.3 B) 23.8, 21.4 C) 22.6, 19.5 D) 21.1, 17.6
A
Develop a control chart and plot the data. Which of these conclusions is BEST? A) The process is in control using either three-sigma or two-sigma limits. B) The process is in control if three-sigma limits are used but out of control if two-sigma limits are used. C) The process is in control if two-sigma limits are used but out of control if three-sigma limits are used. D) The process is out of control using either three-sigma control limits or two-sigma control limits.
A
On the first day of class at a new university you made judgments about the quality of the class before the professor had entered the room. You noted the comfort of the accommodations, the fine works of art in the halls and on the classroom wall and the soothing music piped in over the sound system. This dimension of quality is: A) aesthetic. B) performance. C) features. D) perceived quality.
A
One international standard for managing quality across the supply chain is: A) ISO 9000. B) ISO 14000. C) AQL. D) LTPD.
A
Which of the following is NOT a core idea of total quality management? A) cost reduction B) leadership involvement C) employee empowerment D) continuous improvement
A
Which of these statements about the zero defects view of the total cost of quality is BEST? A) Failure costs dictate the shape of the total cost curve. B) In general, appraisal costs exceed prevention costs. C) As the defect rate increases, appraisal costs increase. D) As the defect rate increases, prevention costs increase.
A
________ measures of interest refer to the presence or absence of a particular characteristic.
Attributes
A barbecue sauce producer sells their product in a 20 ounce bottle. Their historical process mean has been 20 ounces with a standard deviation of 0.25 ounces. If their tolerance limits are set at 20 ounces plus or minus 1 ounce, what is the process capability ratio of the bottle filling process? A) 1.00 B) 1.33 C) 1.75 D) 2.00
B
A pizza delivery service wants to track their delivery times. They take eight samples of four deliveries and record the following data. What are the upper and lower control limits of their R-chart? Sample # 1 2 3 4 5 6 7 8 Item #1 21.1 20.2 24.1 22.6 21.2 20.9 22.4 20.9 Item #2 21.7 20.6 21.7 21.7 24.1 23.5 24.6 24.7 Item #3 23.0 24.5 23.2 23.0 20.6 22.8 23.4 22.8 Item #4 20.3 23.5 24.4 25.0 20.7 23.2 23.3 24.5 A) 24.9, 20.3 B) 7.2, 0.0 C) 3.1, 0.0 D) 22.6, 0.0
B
Costs incurred by defects that occur prior to delivery to the customer are called: A) external failure costs. B) internal failure costs. C) appraisal costs. D) prevention costs.
B
W. Edwards Deming's Fourteen Points for Management include: A) use statistical methods to determine the workers responsible for poor quality. B) break down barriers between departments. C) the customer is always right, so design your system to please them. D) plan your work and work your plan.
B
A quality perspective that focuses on whether or not a product was made or a service was performed as intended is the: A) performance perspective. B) value perspective. C) conformance perspective. D) intention perspective.
C
A technique used to translate customer requirements into technical requirements is: A) quality assurance. B) statistical quality control. C) quality function deployment. D) continuous improvement.
C
An automobile windshield manufacturer wants to verify that their process is producing windshields of an appropriate thickness. The BEST tool to determine this information is a(n): A) process capability ratio. B) process capability index. C) chart. D) operating characteristics curve.
C
An insurance company auditor takes eight samples of 250 completed forms to establish control limits for the fraction of insurance policy forms that are filled out incorrectly. The data appear in this table: Sample # Defective 1 8 2 12 3 11 4 15 5 6 6 15 7 9 8 11 33) What is the center line for the appropriate chart? A) 0.0129 B) 10.875 C) 0.0435 D) 3.29
C
A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect. Each phone is turned on, run through a self-test procedure, and classified as either acceptable or unacceptable based on test performance. Based on historical data, the manufacturer produces 0.1 percent defective displays. If they inspect 5000 phones each day for the next 10 days, what are the upper and lower control limits for their control chart if their sample mean mirrors their historical process average? A) 0.0002, 0.0001 B) 0.0142, 0.0058 C) 0.1127, 0.0873 D) 0.0023, 0.0000
D
The ________ dimension of quality asks how long a product can go between failures or the need for maintenance. A) warranty B) lifetime C) serviceability D) reliability
D
The probability of rejecting a lot with quality better than the acceptable quality level is: A) the lot tolerance percent defective. B) the lot tolerance percent acceptable. C) the consumer's risk. D) the producer's risk.
D
What are the upper and lower three-sigma control limits for the appropriate chart? A) 0.0564, 0.0306 B) 20.76, 0.09 C) 14.17, 7.57 D) 0.0822, 0.0048
D
Based on W. Edwards Deming's Fourteen Points for Management, we can safely conclude he would have been a strong advocate for a Zero Defects promotion.
F
For a perfectly centered process with normally distributed output, Six Sigma process quality translates to around 2 defects per trillion units produced.
F
If a contact lens has a scratch on it, the manufacturer classifies it as defective. This is an example of a continuous variable.
F
In the Zero Defects view of the total cost of quality, the minimum value of the total cost curve is closer to the y axis (the cost axis) than it is in the traditional view.
F
Money spent training an employee how to do the job mistake-free is an example of an appraisal cost.
F
Six Sigma quality means that the difference between the upper and lower tolerance levels is six standard deviations wide.
F
The upper and lower limits of a control chart should be wider than the upper and lower tolerance limits.
F
________ is a managerial approach in which an entire organization is managed so that it excels in all quality dimensions that are important to customers.
Total quality management
A person or company taking the stance that quality must be judged, in part, by how well the characteristics of a particular product or service align with the needs of a specific user is taking the ________ perspective.
VALUE
A(n) ________ cost is incurred by a company to assess its quality levels
appraisal
The probability of accepting a lot with worse quality than the lot tolerance percent defective level is ________.
beta, consumer's risk
At many luxury hotels, all employees are trained in satisfying the customer, regardless of whether the customer request falls directly within the scope of what might be considered their primary duties. For example, a housekeeper might abandon their cleaning cart and direct the customer through the facility to the fitness center if asked for directions. This freedom to manage moments of truth falls under the scope of ________.
employee empowerment
The ability of a non-centered process to meet certain quality standards is measured by its ________.
process capability index
A customer that concentrates on the ease of repair or support for the product or service is concerned primarily with the ________ dimension of quality.
serviceability
The process capability ratio Cp is the ratio of the ________ to the ________.
tolerance width or difference in upper and lower tolerances, process standard deviation or six times the process standard deviation