Quality Final Exam

The transcendent definition of quality was first defined as the goodness of a product. Select one: True False

True

Under quality function deployment (QFD), all operations of a company are driven by the voice of the customer, rather than by edicts of top management. Select one: True False

True

A travel article researcher randomly sampled 250 adult residents of Illinois and asked each resident if he or she planned to vacation outside of Illinois this coming summer. Fifty-six of these adults responded that they plan to vacation outside of Illinois. What is the 95 percent confidence interval for the population proportion of adult residents of Illinois who plan to vacation outside of Illinois this coming summer? A. (0.142, 0.354) B. (0.178, 0.318) C. (0.246, 0.250) D. (0.172, 0.276)

(0.172, 0.276)

_____ is a test or series of tests that enables the experimenter to compare two or more methods to determine which is better or determine levels of controllable factors to optimize the yield of a process or minimize the variability of a response variable A. Regression B. Kurtosis C. A designed experiment D. Hypothesis testing

A designed experiment

Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary? A. Process mapping B. Control C. Improvement D. Design

Control

Which of the following activities of the Design for Six Sigma (DFSS) seeks to refine designs to identify and eliminate potential failures, achieve high reliability, and ensure that it can be easily manufactured, assembled, or delivered in an environmentally responsible manner? A. Concept development B. Design verification C. Design optimization D. Detailed design

Design optimization

Which of the following is regarded as the best approach to prevent mistakes in a process because it will not result in rework, scrap, or wasted time? A. Conducting a cost-benefit analysis to determine the impact of stopping a process B. Identifying defects and errors soon after they occur and quickly correcting the process C. Designing potential defects and errors out of the process D. Identifying potential defects and errors and stopping a process before they occur

Designing potential defects and errors out of the process

Which of the following is the first step in developing a customer satisfaction survey? A. Designing the survey B. Determining the purpose of the survey C. Selecting the appropriate survey instrument D. Selecting the group or individuals who will conduct the survey

Determining the purpose of the survey

In a series system, failure of an individual component is less critical than in a parallel system. Select one: True False

False

Customer relationship management systems help organizations increase customer loyalty, target their most profitable customers, and streamline customer communication processes Select one: True False

False

Deming laid out a "quality improvement program" for companies such as Ford, GM, and Procter & Gamble, when invited to work with them to improve their quality. Select one: True False

False

Focus groups have a lower cost of implementation compared to other approaches used for gathering customer information. Select one: True False

False

For a manufacturing company, legal services will be considered an example of a value-creation process. Select one: True False

False

Manufacturing is generally more labor intensive compared to services Select one: True False

False

Products are boxed in groups of 25. Drawing a sample of boxes and inspecting all units in the boxes selected is an example of systematic sampling. Select one: True False

False

Projects generally cut across organizational boundaries but do not require the coordination of many different departments and functions Select one: True False

False

Support processes generally add value directly to a product or service Select one: True False

False

Support processes generally require a higher level of attention than do value-creation Select one: True False

False

The collection of all possible outcomes of an experiment is called an event. Select one: True False

False

The kaizen philosophy requires a significant cultural change from all employees in the organization except top management Select one: True False

False

The net promoter score is the percentage of detractors minus percentage of promoters. Select one: True False

False

Variation in a production process makes it easier to find the root cause of the process issues Select one: True False

False

When decisions about the safety, life, serviceability, and maintainability of products are dominated by customer requirements rather than by engineering considerations, poor designs that fail in the market are often the result. Select one: True False

False

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers? A. Focus groups B. Mail surveys C. Online surveys D. Telephone interviews

Focus group

Which of the following survey instruments is most likely to be effective in generating a significant amount of qualitative information from the customers? A. Mail surveys B. Focus groups C. Telephone interviews D. Online surveys

Focus groups

The matrix used by the quality function deployment to ensure that the voice of the customer is carried throughout the production and delivery process is called the A. House of Quality B. quincunx C. Hidden Factory D. Likert scale

House of Quality

Which of the following statements about why organizations measure customer engagement and satisfaction is true? A. It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs. B. It helps them in determining their human resource requirements. C. It helps them in determining their financial requirements and the required value of the cash reserve ratio D. It helps them to segment markets based on demographic characteristics of customers.

It helps them to discover customer perceptions of how well the organization is doing in meeting customer needs.

Which of the following statements regarding customer perceived value (CPV) is true? A. It focuses more on customer satisfaction than on customer loyalty B. It measures how customers assess benefits of the product against costs in making purchase decisions C. It measures customer satisfaction based on the likelihood of customers recommending the product to other customers D. It takes into consideration only existing customers and not potential buyers.

It measures how customers assess benefits of the product against costs in making purchase decisions

Which of the following business support functions helps in achieving quality by ensuring that the product labeling, packaging, and safety measures are in compliance with laws and regulations? A. Tool engineering B. Finance and accounting C. Legal services D. Marketing and sales

Legal services

Broadtred, Inc. makes automobile tires that have a mean life of 50,000 miles with a standard deviation of 2,500 miles. What length of warranty is needed so that no more than 2 percent of the tires will be expected to fail during the warranty period?

Let xw be the limit of the warranty period. P (x < xw) = 0.10; we find z = -1.28. xw = 50000 + 2500(-1.28) = 46,800 miles for the warranty limit. The correct answer is: 46,800

In the case of a manufacturing company, which of the following is an example of a value-creation process? A. Human resource services B. Legal services C. Product designing D. Public relations

Product designing

Which of the following is NOT a tool for descriptive statistics? A. Proportion B. Histogram C. Frequency distribution D. Regression analysis

Regression analysis

The components that can be purchased from three different suppliers. The reliabilities of the components are as follows: Component Supplier 1 Supplier 2 Supplier 3 A 0.99 0.99 0.98 B 0.95 0.96 0.98 C 0.92 0.96 0.98 Transportation and purchasing considerations require that only one supplier be chosen. Which one should be selected if the player is to have the highest possible reliability?

Supplier 1: RaRbc = (0.96) [1 - (1 - 0.95)(1 - 0.92)] = 0.9860 Supplier 2: RaRbc = (0.99) [1 - (1 - 0.96)(1 - 0.96)] = 0.9884 Supplier 3: RaRbc = (0.98) [1 - (1 - 0.98)(1 - 0.98)] = 0.9796 Therefore, choose Supplier 2. The correct answer is: 2

A blueprint specification for the thickness of a refrigerator part at Cool Food, Inc. is 0.06 ± 0.04 centimeters (cm). It costs $45 to scrap a part that is outside the specifications. Determine the Taguchi loss function for this situation.

The Taguchi Loss Function for refrigerator part is: L(x) = k (x - T)2 $45 = k (0.04)2 k = 28,125 L(x) = k (x - T)2 = 28,125 (x - 0.06)2 The correct answer is: 28,125 (x - 0.06)2

A specification for the length of an auto part at Adams Metal Fabricating is 15.0 ± 1.75 centimeters (cm) It costs $65 to scrap a part. Determine the expected loss if the process mean is found to be 15.03 cm with a variance of 0.65 cm2.

The Taguchi Loss Function is: L(x) = k (x - T)2 $65 = k (1.75)2 k= 21.22 L(x) = k (x - T)2 = 21.22 (x - 15)2 The Expected Loss Function is: EL(x) = k (s2 + D2) k = 21.22; σ2 = 0.65; D2 = (x - T)2 = (15.03 -15.00)2 = 0.0025 EL(x) = 21.22 (s 2 + D2) = 21.22 (0.65 + 0.032) = $13.81 The correct answer is: 13.81

In the production of Rembrandt Transformers, any output voltage that exceeds 120 ± 10 volts is unacceptable to the customer. Exceeding these limits results in an estimated loss of $175. However, the manufacturer can adjust the voltage in the plant by changing a resistor that costs $2.50. Suppose the nominal specification is 120 volts. At what tolerance should the transformer be manufactured, assuming that the amount of loss is represented by the cost of the resistor?

The Taguchi Loss function is: L(x) = k (x - T)2 175 = k (10)2 k = 1.75 L(x) = 1.75 (x-120)2 Then, $2.50 = 1.75 (x-120)2 1.429 = (x - 120)2 (x - 120)Tolerance = = 1.195 volts 1.195 = x - 120 x = 121.195 Thus, the tolerance should be 120 ± 1.195 volts The correct answer is: 1.195

A confidence interval is an interval estimate of a population parameter that also specifies the likelihood that the interval contains the true population parameter. Select one: True False

True

A random variable is a numerical description of the outcome of an experiment. Select one: True False

True

A type of product failure that occurs at the start of product life due to manufacturing or material defects such as a missing connection or a faulty component is referred to as functional failure. Select one: True False

True

Accelerated life testing involves overstressing components to reduce the time to failure and find weaknesses. Select one: True False

True

Breakthrough improvement refers to discontinuous change, as opposed to the gradual, continuous improvement philosophy of kaizen Select one: True False

True

Control is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance Select one: True False

True

Customer satisfaction and engagement measurement allows an organization to identify causes of dissatisfaction and failed expectations as well as drivers of delight to understand the reasons why customers are loyal or not loyal to the company Select one: True False

True

Customer satisfaction or dissatisfaction takes place during moments of truth. Select one: True False

True

In the case of a customer satisfaction survey, face-to-face interviews tend to generate more qualitative data than formal written surveys Select one: True False

True

It is the responsibility of marketing and sales employees to learn about the products and product features that consumers want and know the prices that consumers are willing to pay for them. Select one: True False

True

Loyal customers are most likely to become dissatisfied when problems are not resolved after complaining to the organization. Select one: True False

True

Reduction in cycle time of a process leads to improvement in quality of products as it reduces the potential for mistakes and errors Select one: True False

True

Statistics is a science concerned with the collection, organization, analysis, interpretation, and presentation of data. Select one: True False

True

The Poisson distribution is closely related to the binomial distribution. Select one: True False

True

The Taguchi loss function can be used to set product design tolerances in an economical fashion Select one: True False

True

The effectiveness of the field intelligence method of gathering customer information depends upon a culture that encourages open communication with superiors Select one: True False

True

The improvement aspect of process management focuses on continually seeking to achieve higher levels of performance, such as reduced variation, higher yields, fewer defects and errors, and smaller cycle times Select one: True False

True

According to the gap model, the term _____ refers to the outcome of the production process and what is delivered to the customer A. actual quality B. expected quality C. satisfier D. delighter

actual quality

The rejection region is chosen so that the probability of the test statistic falling into it, if H0 is true, is A. gamma(y) B. lambda (upside down y) C. alpha D. beta

alpha

The process of measuring a company's performance against best-in-class companies and using that information as a basis to define the company's targets, strategies, and implementation is known as A. total quality management B. process mapping C. reengineering D. benchmarking

benchmarking

A typical group is selected from the population, and a random sample is taken from within the group. This is an example of _____ sampling A. simple random B. stratified C. cluster D. judgment

cluster

A _____ is defined over one or more intervals of real numbers A. probability distribution B. discrete random variable C. continuous random variable D. sample space

continuous random variable

The quality team at Nigre, a cosmetics company, is continuously involved in monitoring the production process to ensure that the products are meeting specifications. They are also responsible for taking corrective measures when they identify variations in the products. In the context of the three major activities involved in process management, the quality team at Nigre is engaged in the _____ activity of process management A. mapping B. improvement C. control D. design

control

Strategically placed tray-return stands and trash receptacles remind customers to return trays in fast-food facilities. This is an example of a poka-yoke technique designed to prevent A. customer errors in preparation B. customer errors during an encounter C. treatment errors between the server and the customer D. customer errors at the resolution stage of a service

customer errors at the resolution stage of a service

One of the most common types of experimental designs in which all combinations of levels of each factor are considered is called a(n) _____ experiment A. interaction B. combination C. simple D. factorial

factorial

A(n) _____ is a design tool that enables management to study and analyze processes prior to implementation in order to improve quality and operational performance A. quality manual B. Likert scale C. flowchart D. affinity diagram

flowchart

The predicted reliability determined by the design of the product or process is called the _____ reliability. A. inherent B. perceived C. nominal D. achieved

inherent

In the context of manufacturing specifications, the term "tolerance" refers to the A. specification that best represents the requirements of the customer. B. specification that leads to the development of the least costly product. C. target value that manufacturing seeks to meet. D. permissible variation, recognizing the difficulty of meeting a target consistently

permissible variation, recognizing the difficulty of meeting a target consistently

The value perspective defines quality of a product on the basis of the A. quantity of some product attribute B. product's conformance to its specifications C. relationship of product benefits to price D. ability of the product to perform its intended function

relationship of product benefits to price

To apply the techniques of process management, processes must be A. costly and time-consuming B. simple and lengthy C. centrally controlled D. repeatable and measurable

repeatable and measurable

Maple Products is a manufacturer of electronic goods that markets its products in several countries across the world. The company makes sure that the spare parts of the products are available in all its markets and ensures that the technical personnel in its retail outlets are adequately trained to repair its products. As suggested by David A. Garvin, the efforts taken by the company will enhance the _____ dimension of its product quality. A. conformance B. reliability C. serviceability D. durability

serviceability

Value-creation services that take the form of projects A. do not add value directly to the product or service. B. tend to deliver unique products or services tailored to the specific needs of an individual customer C. are generally completed by a single department and do not cut across organizational boundaries D. are typically completed by individuals rather than by groups

tend to deliver unique products or services tailored to the specific needs of an individual customer

Customers generally view quality from the _____ perspective A. transcendent or product B. manufacturing C. user D. value

transcendent or product

In a factorial experiment, each combination of different levels of the factor is called a(n) A. interaction B. response C. main effect D. treatment

treatment

In Deming's view, _____is the chief culprit of poor quality. A. concurrent engineering B. variation C. low level of tolerance in manufacturing D. agility of the production process

variation