SCM 352 - Ch. 12
Applicants for the Baldrige Award for total quality management must submit an application of up to 50 pages that details the processes and results of their activities under seven major categories. Which of the following is one of those categories? A. DMAIC B. Analysis and remember management C. Standardization D. Control E. Inspection protocols
B
Design of experiments is a statistical methodology often used in Six-Sigma projects. It aims to accomplish which of the following? A. Keep careful track of the occurrences of each possible defect. B. Determine the cause-and-effect relationships between process variables and output. C. Report defects to management on a Pareto chart. D. Carefully change each individual process variable until the cause of a defect is found. E. Eliminate defects by finding out who or what is causing them.
B
Which of the following is an analytical tool used in Six-Sigma quality improvement programs? A. Leadership B. Pareto charts C. Management by fact D. Continuous improvement E. Kaizen
B
Which of the following is not a category reported in applying for the Baldrige Award? A. Corporate leadership B. Use of statistical quality control tools C. Business results D. Consumer and market focus E. Strategic planning
B
A flowchart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control
A
The dimension of design quality that concerns secondary characteristics is which of the following? A. Features B. Serviceability C. Reliability D. Reputation E. Perceived quality
A
The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message? A. Quality is free B. Leadership from senior management C. Customer focus D. Total involvement of the workforce E. Continuous improvement
A
Which of the following are basic assumptions that justify an analysis of the costs of quality? A. Failures are caused. B. Prevention is more expensive. C. Performance can be learned. D. Rules of thumb don't always work. E. Appraisal costs are less than prevention costs.
A
Which of the following are eligible companies to be considered for the Baldrige award? A. Auditing firms B. Offshore suppliers to U.S. companies C. Firms operating only outside the U.S. D. State government agencies E. None of these
A
Which of the following is a dimension of design quality? A. Aesthetics B. Price C. Quality at the source D. Distribution E. Leadership
A
Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable? A. Appraisal costs B. Prevention costs C. External failure costs D. Internal failure costs E. Checking costs
A
A Pareto chart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control
B
A cost of quality classification is which of the following? A. Material costs B. Prevention costs C. Variable overhead D. Direct labor E. Inventory costs
B
Which of the following is a dimension of design quality? A. Price B. Features C. Color D. Weight E. Quality at the source
B
A fishbone diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control
C
Failure mode and effect analysis is used in Six-Sigma projects. It involves which of the following? A. Closely examining each rejected part to determine the cause B. A careful sampling plan C. Calculating a risk priority number for each possible failure D. Reporting the effect each failure has had on a customer E. Multivariate testing
C
The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message? A. Fourteen steps for quality management B. Quality is free C. Customer focus D. Zero defects E. Six Sigma
C
An opportunity flow diagram as part of a Six-Sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control
D
Which of the following are not eligible to be considered for the Baldrige Award? A. Small businesses B. Health care organizations C. Educational institutions D. State highway patrol organizations E. Nuclear power plants
D
Which of the following is the cost of quality classification for costs such as scrap, rework, or repair? A. Appraisal costs B. Prevention costs C. External failure costs D. Internal failure costs E. Rework and wastage
D
An analytical tool used in Six-Sigma quality improvement programs is which of the following? A. Leadership B. Continuous improvement C. Quick response D. Partnership diagrams E. Checksheets
E
The dimension of design quality that concerns the sensory characteristics of the product is which of the following? A. Features B. Serviceability C. Perceived quality D. Reputation E. Aesthetics
E
Which of the following is not an analytical tool used in Six-Sigma quality improvement programs? A. Flowcharts B. Run charts C. Control charts D. Pareto diagrams E. Decision diagrams
E
"Quality at the source" refers to the degree to which product or service design specifications are met.
False
A process that is in Six-Sigma control will produce no more than two defects out of every million units.
False
An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service
False
An opportunity flow diagram is a time-sequenced chart showing plotted values measuring the flow of end product or components.
False
Conformance quality is a strategic decision for a firm.
False
Design of experiments (DOE) refers to work done before production of early model prototypes of a new product.
False
Design quality in products refers to the degree to which product or service design specifications are met.
False
ISO 9000 is primarily concerned with environmental management.
False
One of the tools common to all quality efforts is leadership
False
W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.
False
A quality guru named Joseph M. Juran defined quality as fitness for use.
True
A quality guru named Philip Crosby defined quality as conformance to requirements.
True
A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.
True
An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.
True
An operational goal of total quality management is the careful design of the product or service.
True
An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.
True
Design of experiments (DOE) is sometimes referred to as multivariate testing
True
Design quality refers to the inherent value of the product in the marketplace.
True
Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications
True
ISO 14000 is primarily concerned with environmental management
True
One SPC tool used in total quality management is the Pareto chart.
True
One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.
True
One tool used in total quality management is the run chart.
True
Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.
True
Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes
True
TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.
True
The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries
True
The Malcolm Baldrige National Quality Award represents the U.S. government's endorsement of quality as an essential part of successful business strategy.
True
The term CTQ is used in the "define (D)" portion of the DMAIC methodology.
True
The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following? A. Instituted a Six-Sigma approach to total quality control. B. Demonstrated a high level of product quality. C. Demonstrated outstanding quality in their products and processes. D. Have a world-class quality control function. E. Most significantly improved their product quality levels.
C
The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following? A. Response B. Serviceability C. Reliability D. Reputation E. Perceived quality
C
The primary purpose of the Malcolm Baldrige National Quality Award is which of the following? A. To encourage the spread of statistical quality control B. To improve human resource development and management in manufacturing C. To help companies review and structure their quality programs D. To prove that American firms were competitive in quality E. To emphasize the use of quantitative methods in process management
C
Which of the following is the cost of quality classification for costs such as defects that pass through the system (e.g., customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair)? A. Appraisal costs B. Prevention costs C. External failure costs D. Customer return cost E. Workmanship costs
C
The Malcolm Baldrige Award selection process helps improve quality and productivity by which of the following means? A. Stimulating foreign-based suppliers of American companies to improve quality B. Reporting quality levels among American firms C. Identifying American firms with the most difficult quality problems D. Providing feedback to applicants by the examiners E. Helping Baldrige award winners increase their sales
D
A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.
False
A quality guru named Philip Crosby defined quality as fitness for use.
False
ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit, the compliance of those systems with the requirements of the standards.
False
In 1997, the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management
False
TQM is an acronym meaning "total quality measurement."
False
The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.
False
The term CTQ stands for "cost through quality," which is another way to express Philip Crosby's idea that "quality is free
False
While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.
False
While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.
False
