Quality Final

True or False: Control charts reveal when a process in unstable and alerts manufacturers to take corrective action.

True

True or False: Defining quality can be difficult

True

True or False: Quality exists in the eyes and hearts of the customer.

True

True or False: Smaller groups of people are more effective as teams.

True

True or False: TQM cannot work without team work.

True

True or False: The only way organizations can comete is to employ high performance employees.

True

True or False: When systems and processes improve, control limits should be recalculated.

True

True or False: With America, as well as other countries, reaching out to the world market, a focus on qulaity has become necessary more than ever.

True

_________ is developed when people are tested and this builds effective teams.

Trust

The major advantages of quality include:

a better impression helps expand the customer base and quality builds customer loyalty and trust, and retains customers

Communication requires what three elements?

a sender, a message, and a receiver

How closely measurements come to the true value is called

accuracy

Define a system

as a collection of different equipment and processes that are interrelated.

Normal distribution has a particular shape that resembles a bell and is called a

bell curve

What is 50% of any verbal communication?

communication? listening

Crosby defined quality as

conformance to requirements and said it could only be measured by the cost of nonconformance

Variable data

data obtained by measuring variables such as flow rate, temperature, or pressure in vessel

The main focus of the Deming award is:

efficient statistical use of data

upper control limit

farthest range above the centerline were a data point can be plotted and still be considered normal variation

lower control limit

farthest range below the centerline were a data point can be plotted and still be considered normal variation

Juran believed there were two kinds of quality:

fitness for use and conformance to specifications

Name the four states of team development.

forming, storming, norming and performing

Name the advantages of SPC

improved product quality, increased quality cosciousness, cost reduction, data-based decisions, predictable processes

Define customer satisfaction

it is nothing more than satisfied customers

Empowerment is based on what two concepts?

job enrichment, job enlargement

Name the four types of variation in processes. (the four Ms)

machines, materials, manpower, methods

ISO standards focus on one primary objective which is:

meeting customer expectations and requirements

What two aspects should be addressed for teams to be effective?

openness, idea building

In the production of quality today, the only resource that matters is:

people

To Crosby, the single word for quality was:

prevention

American firms were drawn into ISO registration for one practical benefit:

protecting their existing markets

Attribute data

qualitative data indicating the number of items conforming or failing to conform to specifications

Many Americans are confirmed Toyota and Honda owners because they are

reliable

The minimum necessities or comforts held to be essential to maintiaining a person or group in a customary or desired status is the _______________

standard living

What are the three fundamental parts of economics?

supply and demand, competition, productivity

Define Variation

the change or deviation, in form, condition, appearance or extent from a usual state, or from an assumed standard

What is meant by standard deviation?

the measure of the dispersion of observed values from the mean (how far away value are from the centerline

Taguchi believe that quality is primarily the responsibility of

the product designers

Name the three components to process capability

the product specifications, the centering of the natural process variation, range of variation

List the three major reasons for collecting data about a problem:

to reveal a problem exists, to analyze the problem, to minimize or remove the problem

Define rework

work that has already been done and will continue to redo it

Companies involved in TQM seek to attain five goals:

1. Continuous improvement2. defect prevention3. customer satisfaction4. reduced variation5. employee involvement

What are the three reasons internal customers may be treated poorly?

1. internal competition2. short term thinking3. lack of knowledge of internal customer requirements

Unnecessary work accounts for about __________ of all work.

40%

What are the three lines contained in a control chart?

A centerline that provides the average value (temperature, pressure, flow, and so on) of the process, An upper line called the upper control limit (UCL), drawn at a calculated distance above the centerline, A lower line called the lower control limit (LCL), and drawn at a calculate distance below the centerline

What is meant by the scientific approach?

A systematic way for individuals and teams to learn about processes. It means agreeing to make decisions based on data rather than hunches, to look for root causes of problems rather than react to superficial symptoms, and to seek permanent solutions rather than quick fixes.

Why are histograms important?

Histograms are important diagnostic tools because they give a clear picture of data distribution

Quality is a tool that allows a company to:

Increase efficiency and profits

What is the difference between internal failure costs and external failure cotss?

Internal failure costs are a measure of a company's operating efficiencies, while external failure costs provide measure of both product quality and customer satisfaction.

What does ISO stand for?

International Organization for Standardization

What is entropy?

The gradual decay and decline of things. It cases an inevitable migration toward failure of all processes

What is a good definition of leadership?

The observable behavior that makes people want to follow or emulate another person.

List the three things needed to mass produce anything

The parts, a way to assemble them, and an efficient way to organize the assembly work

One of the most important aspects of any SPC implementation program is

Training

True and False: Juran did not advocate using single sources for imporant purchases.

True

True of False: The solutions to problems in an organization should strat with the employee's attitude, not managment.

True

True of false: Attitude plays a big part in employee empowerment.

True

True or False: An operator must do more than the minimum for an operating unit to be successful.

True

True or False: Body language can strengthen or damage communication.

True

List the needs that must be fulfilled if one is going to excel at their job:

(economic security, personal esteem, personal worth, personal contribution, emotional security)

What things are necessary for empowerment to occur?

(employee motivation, training, involvement)

How do pareto charts rank information?

Pareto charts rank information from most serious to least serious

What are statistics?

Statistics is a branch of mathematics that deals with the collection, analysis, and interpre- tation of masses of numerical data.

True or False: Once an employee is trained and eveloped, nothing else is needed in order to help them sustain what they have learned.

False

True or False: Resisting change helps employees become better performers in the work place.

False

True or False: SPC can be practiced in isolation.

False

True or False: To create a quality product, we maximize the variation in the specfication of the product.

False

True or False: Training operators to interpret control charts is not critical.

False

True or False: Value added work does not add value tot he point of view of the external customer for the prodcut or service.

False

True or false: ISO has legal authority to enforce its implementation.

False

What do control charts help to distinguish?

Control charts distinguish between common and special causes of variation in a process.

An avid crusader for worker participation in decision making was

Deming

True or False: Clarifying customer requirements is a one-time occurrence.

False

True or False: Companies that start quality programs need not be concerned about how demanding they can be.

False

True or False: Competition is a factor for monopolies

False

True or False: Gaining new customers costs ten times as much as keeping current customers does.

False

True or False: In most cases, a dissatisfied customer will contact the supplier to let them know.

False

True or False: Most gains in quality and productivity do not result from teams.

False

True or False: Once a company has established a quality sytem, the system does not need to be improved and varied to meet the changes and challenges that confront an industry.

False

Define feedback.

One way to prevent poor oral communication is to have the listener restate the message. Restatement by a listener is called feedback

Define pie chart.

Pie charts are circular graphs in which the sections of the circle represent the proportional amounts of relative quantities.

____________ are those activities tht are necessary to turn inputs into outputs that will meet or exceed customer requirements.

Value added activities