Operations Management
41. A manager wants to build 3 control limits for a process. The target value for the mean of the process is 10 units, and the standard deviation of the process is 6. If samples of size 9 are to be taken, the UCL and LCL will be a. -8 and 28 b. 16and4 c. 12and8 d. 4and16 e. 8and12
b. 16and4
47. To become ISO 9000 certified, organizations must a. document quality procedures b. have an onsite assessment c. have an ongoing series of audits of their products or service d. all of the above e. none of the above
d. all of the above
50. "Kaizen" is a Japanese term meaning a. a foolproof mechanism b. just-in-time (JIT) c. a fishbone diagram d. setting standards e. continuous improvement
e. continuous improvement
44. If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage? a. 3.4 b. 6.0 c. 34 d. 2700 e. 6 times the monthly standard deviation of passengers
a. 3.4
68. 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? a. Ishikawa diagram b. Pareto chart c. process chart d. control charts e. activity chart
a. Ishikawa diagram
57. Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the a. Taguchi Loss Function b. Pareto chart c. ISO 9000 Quality Cost Calculator d. process chart e. none of the above
a. Taguchi Loss Function
76. 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? a. communication, courtesy, and credibility b. competence, courtesy, and security c. competence, responsiveness, and reliability d. communication, responsiveness, and reliability e. understanding/knowing customer, responsiveness, and reliability
a. communication, courtesy, and credibility
71. The goal of inspection is to a. detect a bad process immediately b. add value to a product or service c. correct deficiencies in products d. correct system deficiencies e. all of the above
a. detect a bad process immediately
43. Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to a. determine whether any of the organization's stakeholders are violated by poor quality products b. gain ISO 14000 certification for the organization c. obtain a product safety certificate from the Consumer Product Safety Commission d. have the organization's legal staff write disclaimers in the product instruction booklets e. compare the cost of product liability to the external failure cost
a. determine whether any of the organization's stakeholders are violated by poor quality products
47. The usual purpose of an R-chart is to signal whether there has been a a. gain or loss in dispersion b. change in the percent defective in a sample c. change in the central tendency of the process output d. change in the number of defects in a sample e. none of the above
a. gain or loss in dispersion
62. The process improvement technique that sorts the "vital few" from the "trivial many" is a. Taguchi analysis b. Pareto analysis c. benchmarking d. Deming analysis e. Yamaguchi analysis
b. Pareto analysis
60. Which of the following is true regarding the process capability index Cpk? a. A Cpk index value of 1 is ideal, meaning all units meet specifications. b. The larger the Cpk, the more units meet specifications. c. The Cpk index can only be used when the process centerline is also the specification centerline. d. Positive values of the Cpk index are good; negative values are bad. e. None of the above is true.
b. The larger the Cpk, the more units meet specifications.
37. A sample of parts is measured. The mean of this sample is in the middle of the control limits, but some individual parts measure too low for design specifications and other parts measure too high. Which of the following is true? a. The process is out of control, and the cause should be established. b. The process is in control, but not capable of producing within the established control limits. c. The process is within the established control limits with only natural causes of variation. d. The process is outside the established control limits with only natural causes of variation. e. The process is in control, and there is nothing to worry about.
b. The process is in control, but not capable of producing within the established control limits.
56. The local newspaper receives several complaints per day about typographic errors. Over a seven- day period, the publisher has received calls from readers reporting the following number of errors: 4, 3, 2, 6, 7, 3, and 9. Based on these data alone, what type of control chart(s) should the publisher use? a. p-chart b. c-chart c. x(bar)-chart d. r-chart e. x(bar)- and r-charts
b. c-chart
64. 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 categories. This is most closely related to the ____________ tool of TQM. a. Taguchi loss function b. cause and effect diagram c. scatter diagram d. histogram e. process control chart
b. cause and effect diagram
55. The c-chart signals whether there has been a a. gain or loss in uniformity b. change in the number of defects per unit c. change in the central tendency of the process output d. change in the percent defective in a sample e. change in the AOQ
b. change in the number of defects per unit
74. "Poka-yoke" is the Japanese term for a. card b. foolproof c. continuous improvement d. fishbone diagram e. just-in-time production
b. foolproof
57. A manufacturer uses statistical process control to control the quality of the firm's products. Samples of 50 of Product A are taken, and a defective/acceptable decision is made on each unit sampled. For Product B, the number of flaws per unit is counted. What type(s) of control charts should be used? a. p-charts for A and B b. p-chart for A, c-chart for B c. c-charts for both A and B d. p-chart for A, mean and range charts for B e. c-chart for A, mean and range charts for B
b. p-chart for A, c-chart for B
61. Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a a. Pareto chart b. process chart c. check sheet d. Taguchi map e. poka-yoke
b. process chart
48. A manager wishes to build a 3 range chart for a process. The sample size is five, the mean of sample means is 16.01, and the average range is 5.3. From Table S6.1, the appropriate value of D3 is 0, and D4 is 2.115. The UCL and LCL for this range chart are a. 33.9 and 11.2 b. 33.9 and 0 c. 11.2 and 0 d. 6.3 and 0 e. 31.91 and 0.11
c. 11.2 and 0
63. A Cpk index of 1.00 equates to a defect rate of a. five percent b. 3.4 defects per million c. 2.7 per 1,000 items d. 97.23 percent e. one percent
c. 2.7 per 1,000 items
46. If x(bar) = 23 oz, σ =0.4 oz, and n=16, the (+-)3σ control limits will be a. 21.8 to 24.2 ounces b. 23 ounces c. 22.70 to 23.30 ounces d. 22.25 to 23.75 ounces e. none of the above
c. 22.70 to 23.30 ounces
73. Which of the following is true regarding the relationship between AOQ and the true population percent defective? a. AOQ is greater than the true percent defective. b. AOQ is the same as the true percent defective. c. AOQ is less than the true percent defective. d. There is no relationship between AOQ and the true percent defective. e. The relationship between these two cannot be determined.
c. AOQ is less than the true percent defective.
39. "Quality Is Free," meaning that the costs of poor quality have been understated, is the work of a. W. Edwards Deming b. Joseph M. Juran c. Philip B. Crosby d. Crosby, Stills, and Nash e. Armand Feigenbaum
c. Philip B. Crosby
35. The purpose of an X chart is to determine whether there has been a a. gain or loss in uniformity b. change in the percent defective in a sample c. change in the central tendency of the process output d. change in the number of defects in a sample e. change in the AOQ
c. change in the central tendency of the process output
43. The x-bar chart tells us whether there has been a a. gain or loss in dispersion b. change in the percent defective in a sample c. change in the central tendency of the process output d. change in the number of defects in a sample e. none of the above
c. change in the central tendency of the process output
78. Which of the determinants of service quality involves having the customer's best interests at heart? a. access b. courtesy c. credibility d. responsiveness e. tangibles
c. credibility
54. Building high-morale organizations and building communication networks that include employees are both elements of a. ISO 9000 certification b. Six Sigma certification c. employee empowerment d. Taguchi methods e. the tools of TQM
c. employee empowerment
71. An operating characteristics curve shows a. upper and lower product specifications b. product quality under different manufacturing conditions c. how the probability of accepting a lot varies with the population percent defective d. when product specifications don't match process control limits e. how operations affect certain characteristics of a product
c. how the probability of accepting a lot varies with the population percent defective
74. Average outgoing quality (AOQ) usually a. worsens with inspection b. stays the same with inspection c. improves with inspection d. may either improve or worsen with inspection e. is the average quality before inspection
c. improves with inspection
40. Up to three standard deviations above or below the centerline is the amount of variation that statistical process control allows for a. Type I errors b. about 95.5% variation c. natural variation d. all types of variation e. assignable variation
c. natural variation
68. Which of the following statements on acceptance sampling is true? a. Acceptance sampling draws samples from a population of items, tests the sample, and accepts the entire population if the sample is good enough, and rejects it if the sample is poor enough. b. The sampling plan contains information about the sample size to be drawn and the critical acceptance or rejection numbers for that sample size. c. The steeper an operating characteristic curve, the better its ability to discriminate between good and bad lots. d. All of the above are true. e. All of the above are false.
d. All of the above are true.
29. Which of the following statements best describes the relationship between quality management and product strategy? a. Product strategy is set by top management; quality management is an independent activity. b. Quality management is important to the low-cost product strategy, but not to the response or differentiation strategies. c. High quality is important to all three strategies, but it is not a critical success factor. d. Managing quality helps build successful product strategies. e. Companies with the highest measures of quality were no more productive than other firms.
d. Managing quality helps build successful product strategies.
65. A manager tells her production employees, "It's no longer good enough that your work fall anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of a. internal benchmarking b. Six Sigma c. ISO 9000 d. Taguchi concepts e. process control charts
d. Taguchi concepts
46. Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that begins to achieve "six-sigma" quality, which of the following phenomena will result? a. The average number of defects will be cut in half. b. The specification limits will be moved twice as far from the mean. c. The average number of defects will be cut by 99.9997%. d. The average number of defects will be cut by 99.87%. e. The average number of defects will be cut by 99.73%.
d. The average number of defects will be cut by 99.87%.
38. "Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of a. Vilfredo Pareto b. Armand Feigenbaum c. Joseph M. Juran d. W. Edwards Deming e. Philip B. Crosby
d. W. Edwards Deming
58. A quality loss function includes all of the following costs except a. the cost of scrap and repair b. the cost of customer dissatisfaction c. inspection, warranty, and service costs d. sales costs e. costs to society
d. sales costs
41. Based on his 14 Points, Deming is a strong proponent of a. inspection at the end of the production process b. an increase in numerical quotas to boost productivity c. looking for the cheapest supplier d. training and knowledge e. all of the above
d. training and knowledge
51. Which of the following statements regarding "Six Sigma" is true? a. The term has two distinct meanings—one is statistical; the other is a comprehensive quality system. b. Six Sigma means that about 94 percent of a firm's output is free of defects. c. The Six Sigma program was developed by Toyota in the 1970's. d. The Six Sigma program is for manufacturing firms, and is not applicable to services. e. Six Sigma certification is granted by the International Standards Organization (ISO).
a. The term has two distinct meanings—one is statistical; the other is a comprehensive quality system.
70. Which of the following is false regarding control charts? a. Values above the upper control limits always imply that the product's quality is exceeding expectations. b. Control charts are built so that new data can be quickly compared to past performance data. c. Control charts graphically present data. d. Control charts plot data over time. e. None of the above is false.
a. Values above the upper control limits always imply that the product's quality is exceeding expectations.
63. 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 a. a Pareto chart b. a scatter diagram c. a Taguchi loss function d. a cause and effect diagram e. a flow chart
a. a Pareto chart
50. To set x -chart upper and lower control limits, one must know the process central line, which is the a. average of the sample means b. total number of defects in the population c. percent defects in the population d. size of the population e. average range
a. average of the sample means
66. A fishbone diagram is also known as a a. cause-and-effect diagram b. poka-yoke diagram c. Kaizen diagram d. Kanban diagram e. Taguchi diagram
a. cause-and-effect diagram
60. The "four Ms" of cause-and-effect diagrams are a. material, machinery/equipment, manpower, and methods b. material, methods, men, and mental attitude c. named after four quality experts d. material, management, manpower, and motivation e. none of the above
a. material, machinery/equipment, manpower, and methods
28. If a sample of items is taken and the mean of the sample is outside the control limits the process is a. out of control and the cause should be established b. in control, but not capable of producing within the established control limits c.within the established control limits with only natural causes of variation d. monitored closely to see if the next sample mean will also fall outside the control limits e. producing high quality products
a. out of control and the cause should be established
42. Stakeholders who are affected by the production and marketing of poor quality products include a. stockholders, employees, and customers b. suppliers and creditors, but not distributors c. only stockholders, creditors, and owners d. suppliers and distributors, but not customers e. only stockholders and organizational executives and managers
a. stockholders, employees, and customers
48. Total quality management emphasizes a. the responsibility of the quality control staff to identify and solve all quality-related problems b. a commitment to quality that goes beyond internal company issues to suppliers and customers c. a system where strong managers are the only decision makers d. a process where mostly statisticians get involved e. ISO 14000 certification
b. a commitment to quality that goes beyond internal company issues to suppliers and customers
30. "Quality is defined by the customer" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality
b. a user-based definition of quality
42. The type of inspection that classifies items as being either good or defective is a. variable inspection b. attribute inspection c. fixed inspection d. all of the above e. none of the above
b. attribute inspection
36. Statistical process control charts a. display the measurements on every item being produced b. display upper and lower limits for process variables or attributes, and signal when a process is no longer in control c. indicate to the process operator the average outgoing quality of each lot d. indicate to the operator the true quality of material leaving the process e. none of the above
b. display upper and lower limits for process variables or attributes, and signal when a process is no longer in control
32. Assignable variation a. is a sign that a process is under control b. is to be identified and eliminated c. is the same as random variation d. is variation that cannot be traced to a specific cause e. leads to a steep OC curve
b. is to be identified and eliminated
61. If the Cpk index exceeds 1 a. the AQL must be smaller than the LTPD b. must be less than one-third of the difference between the specification and the process mean c. the x-bar chart must indicate that the process is in control d. the process is capable of Six Sigma quality e. the process is characterized as "not capable"
b. must be less than one-third of the difference between the specification and the process mean
67. If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is a. in control, but not capable of producing within the established control limits b. out of control and the process should be investigated for assignable variation c. within the established control limits with only natural causes of variation d. monitored closely to see if the next sample mean will also fall outside the control limits e. none of the above
b. out of control and the process should be investigated for assignable variation
72. Producer's risk is the probability of a. accepting a good lot b. rejecting a good lot c. rejecting a bad lot d. accepting a bad lot e. none of the above
b. rejecting a good lot
77. Marketing issues such as advertising, image, and promotion are important to quality because a. they define for consumers the tangible elements of a service b. the intangible attributes of a product (including any accompanying service) may not be defined by the consumer c. they educate consumers on how to use the product d. they make the product seem more valuable than it really is e. they raise expenses and therefore decrease profitability
b. the intangible attributes of a product (including any accompanying service) may not be defined by the consumer
32. Three broad categories of definitions of quality are a. product quality, service quality, and organizational quality b. user-based, manufacturing-based, and product-based c. internal, external, and prevention d. low-cost, response, and differentiation e. Pareto, Shewhart, and Deming
b. user-based, manufacturing-based, and product-based
37. Which of the following statements is not true? a. Self-promotion is not a substitute for quality products. b. Inferior products harm a firm's profitability and a nation's balance of payments. c. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product. d. Quality—be it good or bad—will show up in perceptions about a firm's new products, employment practices, and supplier relations. e. Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.
c. Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product.
31. "Making it right the first time" is a. an unrealistic definition of quality b. a user-based definition of quality c. a manufacturing-based definition of quality d. a product-based definition of quality e. the definition proposed by the American Society for Quality
c. a manufacturing-based definition of quality
38. The Central Limit Theorem a. is the theoretical foundation of the c-chart b. states that the average of assignable variations is zero c. allows managers to use the normal distribution as the basis for building some control charts d. states that the average range can be used as a proxy for the standard deviation e. controls the steepness of an operating characteristic curve
c. allows managers to use the normal distribution as the basis for building some control charts
34. Control charts for variables are based on data that come from a. acceptance sampling b. individual items c. averages of small samples d. averages of large samples e. the entire lot
c. averages of small samples
55. The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as a. continuous improvement b. employee empowerment c. benchmarking d. copycatting e. patent infringement
c. benchmarking
64. Acceptance sampling a. is the application of statistical techniques to the control of processes b. was developed by Walter Shewhart of Bell Laboratories c. is used to determine whether to accept or reject a lot of material based on the evaluation of a sample d. separates the natural and assignable causes of variation e. all of the above
c. is used to determine whether to accept or reject a lot of material based on the evaluation of a sample
59. Pareto charts are used to a. identify inspection points in a process b. outline production schedules c. organize errors, problems, or defects d. show material flow e. all of the above
c. organize errors, problems, or defects
53. The normal application of a p-chart is in a. process sampling by variables b. acceptance sampling by variables c. process sampling by attributes d. acceptance sampling by attributes e. none of the above
c. process sampling by attributes
45. Jars of pickles are sampled and weighed. Sample measures are plotted on control charts. The ideal weight should be precisely 11 oz. Which type of chart(s) would you recommend? a. p-charts b. c-charts c. x(bar)- and R-charts d. x(bar)-, but not R-charts e. both p- and c-charts
c. x(bar)- and R-charts
51. According to the text, the most common choice of limits for control charts is usually a. ± 1 standard deviation b. ± 2 standard deviations c. ± 3 standard deviations d. ± 3 standard deviations for means and ± 2 standard deviations for ranges e. none of the above
c. ± 3 standard deviations
58. A nationwide parcel delivery service keeps track of the number of late deliveries (more than 30 minutes past the time promised to clients) per day. They plan on using a control chart to plot their results. Which type of control chart(s) would you recommend? a. x(bar)- and r-charts b.p-charts c.c-cherts d. x(bar)- but not R-charts e.both p- and c-charts
c.c-cherts
27. Which of the following statements regarding Arnold Palmer Hospital is false? a. The hospital uses a wide range of quality management techniques. b. The culture of quality at the hospital includes employees at all levels. c. The hospital scores very highly in national studies of patient satisfaction. d. The hospital's high quality is measured by low readmission rates, not patient satisfaction. e. The design of patient rooms, even wall colors, reflects the hospital's culture of quality.
d. The hospital's high quality is measured by low readmission rates, not patient satisfaction.
52. Which of the following is true of a p-chart? a. The lower control limit is found by subtracting a fraction from the average number of defects. b. The lower control limit indicates the minimum acceptable number of defects. c. The lower control limit may be below zero. d. The lower control limit may be at zero. e. The lower control limit is the same as the lot tolerance percent defective.
d. The lower control limit may be at zero.
66. An acceptance sampling plan's ability to discriminate between low quality lots and high quality lots is described by a. a Gantt chart b. the Central Limit Theorem c. a process control chart d. an operating characteristics curve e. a range chart
d. an operating characteristics curve
49. A successful TQM program incorporates all of the following except a. continuous improvement b. employee involvement c. benchmarking d. centralized decision-making authority e. none of the above; a successful TQM program incorporates all of the above
d. centralized decision-making authority
65. Acceptance sampling's primary purpose is to a. estimate process quality b. estimate lot quality c. detect and eliminate defectives d. decide if a lot meets predetermined standards e. determine whether defective items found in sampling should be replaced
d. decide if a lot meets predetermined standards
70. An operating characteristic (OC) curve describes a. how many defects per unit are permitted before rejection occurs b. the sample size necessary to distinguish between good and bad lots c. the most appropriate sampling plan for a given incoming product quality level d. how well an acceptance sampling plan discriminates between good and bad lots e. none of the above
d. how well an acceptance sampling plan discriminates between good and bad lots
69. When a sample measurement falls inside the control limits, it means that a. each unit manufactured is good enough to sell b. the process limits cannot be determined statistically c. the process output exceeds the requirements d. if there is no other pattern in the samples, the process is in control e. the process output does not fulfill the requirements
d. if there is no other pattern in the samples, the process is in control
69. Acceptance sampling is usually used to control a. the number of units output from one stage of a process which are then sent to the next stage b. the number of units delivered to the customer c. the quality of work-in-process inventory d. incoming lots of purchased products e. all of the above
d. incoming lots of purchased products
39. For an x-bar chart where the standard deviation is known, the Upper Control Limit a. is 3*σ below the mean of sample means for a 3σ control chart b. is 3*σ above the mean of sample means for a 3σ control chart c. is 3*σ / (sqrt)n below the mean of sample means for a 3σ control chart d. is 3*σ / (sqrt)n above the mean of sample means for a 3σ control chart e. cannot be calculated unless the average range is known
d. is 3*σ / (sqrt)n above the mean of sample means for a 3σ control chart
31. Natural variations a. are variations that are to be identified and eliminated b. are variations that can be traced to a specific cause c. are the same as assignable variations d. lead to occasional false findings that processes are out of control e. play no role in statistical process control
d. lead to occasional false findings that processes are out of control
29. The causes of variation in statistical process control are a. cycles, trends, seasonality, and random variations b. producer's causes and consumer's causes c. mean and range d. natural causes and assignable causes e. Type I and Type II
d. natural causes and assignable causes
56. ISO 9000 seeks standardization in terms of a. products b. production procedures c. suppliers' specifications d. procedures to manage quality e. all of the above
d. procedures to manage quality
33. According to the manufacturing-based definition of quality, a. quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost b. quality depends on how well the product fits patterns of consumer preferences c. even though quality cannot be defined, you know what it is d. quality is the degree to which a specific product conforms to standards e. quality lies in the eyes of the beholder
d. quality is the degree to which a specific product conforms to standards
79. Which of the determinants of service quality involves performing the service right the first time? a. access b. courtesy c. credibility d. reliability e. responsiveness
d. reliability
59. A run test is used a. to examine variability in acceptance sampling plans b. in acceptance sampling to establish control c. to examine points in a control chart to check for natural variability d. to examine points in a control chart to check for nonrandom variability e. none of the above
d. to examine points in a control chart to check for nonrandom variability
54. The statistical process chart used to control the number of defects per unit of output is the a. x -chart b. R-chart c. p-chart d. AOQ chart e c-chart
e c-chart
62. The statistical definition of Six Sigma allows for 3.4 defects per million. This is achieved by a Cpk index of a. 0 b. 1 c. 1.33 d. 1.67 e. 2
e. 2
53. Techniques for building employee empowerment include a. building communication networks that include employees b. developing open, supportive supervisors c. moving responsibility from both managers and staff to production employees d. building high-morale organizations e. All of the above are techniques for employee empowerment.
e. All of the above are techniques for employee empowerment.
30. Natural variations a. affect almost every production process b. are the many sources of variation that occur when a process is under control c. when grouped, form a pattern, or distribution d. are tolerated, within limits, when a process is under control e. All of the above are true.
e. All of the above are true.
45. Which of the following is true about ISO 14000 certification? a. It is not a prerequisite for ISO 9000 certification. b. It deals with environmental management. c. It offers a good systematic approach to pollution prevention. d. One of its core elements is life-cycle assessment. e. All of the above are true.
e. All of the above are true.
67. Acceptance sampling a. may involve inspectors taking random samples (or batches) of finished products and measuring them against predetermined standards b. may involve inspectors taking random samples (or batches) of incoming raw materials and measuring them against predetermined standards c. is more economical than 100% inspection d. may be either of a variable or attribute type, although attribute inspection is more common in the business environment e. All of the above are true.
e. All of the above are true.
34. The role of quality in limiting a firm's product liability is illustrated by a. ensuring that contaminated products such as impure foods do not reach customers b. ensuring that products meet standards such as those of the Consumer Product Safety Act c. designing safe products to limit possible harm to consumers d. using processes that make products as safe or as durable as their design specifications call for e. All of the above are valid.
e. All of the above are valid.
28. Arnold Palmer Hospital uses which of the following quality management techniques? a. Pareto charts b. flow charts c. benchmarking d. Just-in-Time e. The hospital uses all of the above techniques.
e. The hospital uses all of the above techniques.
49. Plots of sample ranges indicate that the most recent value is below the lower control limit. What course of action would you recommend? a. Since there is no obvious pattern in the measurements, variability is in control. b. One value outside the control limits is insufficient to warrant any action. c. Lower than expected dispersion is a desirable condition; there is no reason to investigate. d. The process is out of control; reject the last units produced. e. Variation is not in control; investigate what created this condition.
e. Variation is not in control; investigate what created this condition.
72. Which of the following is not a typical inspection point? a. upon receipt of goods from your supplier b. during the production process c. before the product is shipped to the customer d. at the supplier's plant while the supplier is producing e. after a costly process
e. after a costly process
33. Assignable causes a. are not as important as natural causes b. are within the limits of a control chart c. depend on the inspector assigned to the job d. are also referred to as "chance" causes e. are causes of variation that can be identified and removed
e. are causes of variation that can be identified and removed
40. The philosophy of zero defects is a. the result of Deming's research b. unrealistic c. prohibitively costly d. an ultimate goal; in practice, 1 to 2% defects is acceptable e. consistent with the commitment to continuous improvement
e. consistent with the commitment to continuous improvement
36. All of the following costs are likely to decrease as a result of better quality except a. customer dissatisfaction costs b. inspection costs c. scrap costs d. warranty and service costs e. maintenance costs
e. maintenance costs
44. The mean and standard deviation for a process for which we have a substantial history are x = 120 and = 2. For the variable control chart, a sample size of 16 will be used. What is the mean of the sampling distribution? a. 1/8 (0.125) b. 0.5 c. 2 d. 40 e. none of the above
e. none of the above
52. Quality circles members are a. paid according to their contribution to quality b. external consultants designed to provide training in the use of quality tools c. always machine operators d. all trained to be facilitators e. none of the above; all of the statements are false
e. none of the above; all of the statements are false
35. Which of the following is not one of the major categories of costs associated with quality? a. prevention costs b. appraisal costs c. internal failures d. external failures e. none of the above; they are all major categories of costs associated with quality
e. none of the above; they are all major categories of costs associated with quality
73. A good description of "source inspection" is inspecting a. materials upon delivery by the supplier b. the goods at the production facility before they reach the customer c. the goods as soon as a problem occurs d. goods at the supplier's plant e. one's own work, as well as the work done at the previous work station
e. one's own work, as well as the work done at the previous work station
75. What refers to training and empowering frontline workers to solve a problem immediately? a. just-in-time b. poka-yoke c. benchmarking d. kaizen e. service recovery
e. service recovery