OM Chapter 6 Review

A Six Sigma program has how many defects per million?

3.4

A fishbone chart is also known as a:

A cause-and-effect diagram

"Making it right the first time" is the focus of the user-based definition of quality.

False

An improvement in quality must necessarily increase costs.

False

A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using:

Pareto chart

Arnold Palmer Hospital uses which of the following quality management techniques?

Pareto charts, flowcharts, benchmarking, just-in-time (the hospital uses all of these techniques

"Quality Is Free," meaning that the costs of poor quality have been understated, is the work of:

Philip B. Crosby.

A manager tells her production employees, "It's no longer good enough that your work falls anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of:

Taguchi Concept

A cause-and-effect diagram helps identify the sources of a problem.

True

A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.

True

"The employee cannot produce products that on average exceed the quality of what the process is capable of producing" expresses a basic philosophy in the writings of:

W. Edwards Deming

"Making it right the first time" is:

a manufacturing-based definition of quality.

"Quality lies in the eyes of the beholder" is:

a user-based definition of quality

A successful quality strategy features which of the following elements?

an organizational culture that fosters quality, an understanding of the principles of quality, and engaging employees in the necessary activities to implement quality

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM.

cause-and-effect diagram

A successful TQM program incorporates all EXCEPT which of the following?

centralized decision-making authority

A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?

communication, courtesy, and credibility

Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a:

flowchart

A hospital benchmarked against a Ferrari racing team in an effort to:

improve patient handoff quality

A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

ishikawa diagram

All of the following costs are likely to decrease as a result of better quality EXCEPT:

maintenance costs

A good description of source inspection is inspecting:

ones own work

A checklist is a type of:

poka-yoke

According to the manufacturing-based definition of quality:

quality is the degree to which a specific product conforms to standards.