Deck 2: Quality Management

Question 1

Some companies enter into long-term relationships with suppliers who in return commit to meeting only delivery deadlines.

Answer 1

False

Question 2

Companies that satisfy its customer quality requirements often require the commitment of their suppliers.

Answer 2

True

Question 3

From the producer's perspective,quality is determined by what the consumer wants and is willing to pay for.

Answer 3

False

Question 4

Quality characteristics included in the product's design must be balanced against production costs.

Question 5

Benchmarking involves comparing a company's quality to the best level of quality achieved by another company in the same industry.

Question 6

Most members of a supply chain understand the importance of high quality because they are both customers and suppliers.

Question 7

The degree to which a product meets pre-established standards is known as quality of conformance.

Question 8

Service quality is more directly related to the interaction between customer and employee than is manufacturing quality.

Question 9

How well the product or service does what it is intended to do is known as quality of design.

Question 10

The degree to which quality characteristics are designed into the product is known as quality of design.

Question 11

Quality of performance relates to the basic operating characteristics of a product.

Question 12

The probability that a product will operate properly within an expected time frame is known as quality of performance.

Question 13

Globalization and foreign competition began to change consumer's attitudes towards quality in the 1950s.

Question 14

The courtesy and competence of the repair person can be one aspect of maintainability.

Question 15

The dimension of quality related to the life-span of a product before replacement is known as durability.

Question 16

The consumer makes the final judgment regarding quality.

Question 17

Training,supervision,and control are important elements in achieving quality of conformance.

Question 18

Toyota achieved high product quality by adapting many of the quality management principles that had first been developed in the United States.

Question 19

McDonald's has a reputation for high-quality service resulting from the application of quality management principles.

Question 20

Quality management principles often do not apply to services because the customer has lower quality expectations.

Question 21

Deming emphasized the use of statistical quality control techniques to reduce variability in the output of a process.

Question 22

Deming advocated the elimination of both common cause and special cause variation as a way to improve a process.

Question 23

The fundamental objective of Six Sigma is to focus on improvement by reducing process variation.

Question 24

Companies that have adopted Six Sigma view it as a short-term strategy for quality improvement.

Question 25

Today total quality management has been displaced by quality management systems.

Question 26

Before Six Sigma,quality levels in North America were generally measured in defects per hundred.

Question 27

Six Sigma is a recognized quality program based strictly on statistical process control.

Question 28

Two team approaches to improvement are quality circles and process improvement teams.

Question 29

One principle of total quality management (TQM)is that middle management is solely responsible for providing the leadership for quality.

Question 30

Employees' role in quality management is becoming less important because of the implementation of strong quality management systems.

Question 31

Total quality management represents a set of management principles that focus on quality improvement in all the functional areas within a company.

Question 32

Six Sigma is one of several well known quality management systems.

Question 33

Deming advocated continuous process improvement to reduce variability and achieve conformance to design specifications.

Question 34

The Deming Wheel is also known as the plan-do-check-act (PDCA)cycle.

Question 35

With Six Sigma,the project team leader is known as a Black Belt.

Question 36

Deming believed that only employees are responsible for improving quality.

Question 37

Six Sigma quality is a statistical measure that equates to only 3.4 defects per million.

Question 38

Deming emphasized final product inspection as a way to improve process quality.

Question 39

Statistical process control monitors and controls quality for both qualitative and quantitative variables.

Question 40

The training and education of all employees on quality improvement is a basic principle of total quality management.

Question 41

Which of the following quality tools displays the steps in a process on a graph?

A)Process flow chart
B)Fishbone diagram
C)Histogram
D)Scatter diagram

Question 42

Directly involving employees in the quality-management process is referred to as

A)partnering.
B)a quality circle.
C)Six Sigma.
D)participative problem solving.

Question 43

Which of the following quality tools displays the relationship between two variables on a graph?

A)Process flow chart
B)Fishbone diagram
C)Histogram
D)Scatter diagram

Question 44

Which of the following is not a dimension of quality for a manufactured good?

A)performance
B)reliability
C)courtesy
D)durability

Question 45

ISO 9000 certification is a major consideration for doing business within North America.

Question 46

A relationship between a firm and its supplier where the supplier agrees to meet the firms' quality standards and the firm enters into a long-term purchasing agreement with the supplier is known as

A)outsourcing.
B)vertical integration.
C)partnering.
D)conformance.

Question 47

All of the following are parts of DMAIC,except

A)Define.
B)Measure.
C)Analyze.
D)Improvise.

Question 48

All of the following are part of DMAIC except

A)Improve.
B)Control.
C)Measure.
D)Implement.

Question 49

W.Edwards Deming's overall philosophy for achieving quality is embodied in

A)his 14 points.
B)his statement of purpose.
C)his use of statistical control.
D)none of the above.

Question 50

The cost of measuring,testing,and analyzing are collectively known as appraisal costs.

Question 51

Which of the following quality tools displays major causes of poor quality on a graph?

A)Process flow chart
B)Fishbone diagram
C)Histogram
D)Scatter diagram

Question 52

All of the following are dimensions of quality for manufactured products,except

A)conformance.
B)reliability.
C)durability.
D)feasibility.

Question 53

The probability that a product will operate properly within an expected time frame is the dimension of quality known as

A)durability.
B)reliability.
C)performance.
D)serviceability.

Question 54

Making sure that the product meets the design specifications during production is referred to as

A)quality of design.
B)process capability.
C)fitness for use.
D)quality of conformance.

Question 55

Which of the following quality tools displays the frequency of data related to a quality problem?

A)Fishbone diagram
B)Histogram
C)Scatter diagram
D)Process flow chart

Question 56

W.Edwards Deming believed that primary responsibility for quality improvement rested with

A)the firm's employees only.
B)the form's management only.
C)research engineers and consulting statisticians only.
D)both the employees and management of the firm.

Question 57

Customer complaint costs are an example of external failure costs.

Question 58

The degree to which a product meets pre-established standards is known as

A)conformance.
B)performance.
C)reliability.
D)none of the above.

Question 59

___ advocated continuous improvement to the production process to achieve conformance to specifications and reduce variability.

A)W.Edwards Deming
B)Philip Crosby
C)Kaoru Ishikawa
D)Frederick Taylor

Question 60

With Six Sigma,a teacher and mentor is known as a Green Belt.

Question 61

The costs associated with developing a quality management system are known as

A)training costs.
B)design costs.
C)quality planning costs.
D)information costs.

Question 62

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: How many units must the company put into production each day to achieve a daily yield of 100 good units?

A)approximately 128 units
B)approximately 108 units
C)approximately 106 units
D)approximately 104 units

Question 63

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: How many units must the company put into production each day to achieve a daily yield of 350 good units?

A)approximately 430 units
B)approximately 415 units
C)approximately 468 units
D)approximately 361 units

Question 64

___ failure costs include scrap,rework,and downtime.

A)External
B)Internal
C)Process
D)System

Question 65

What is Kaizen and what role do employees play in Kaizen?

Question 66

Briefly discuss the costs are associated with achieving good quality.

Question 67

What is a Six Sigma quality program?

Question 68

Briefly discuss the principles associated with total quality management (TQM).

Question 69

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: What is the daily production yield for the company if daily input is 500 units?

A)485 units
B)465 units
C)407 units
D)400 units

Question 70

Briefly describe various Six Sigma tools and give an example of the use of each.

Question 71

Briefly discuss four dimensions of quality a consumer looks for in manufactured products.

Question 72

What is quality of conformance from the producer's perspective and how can it be achieved?

Question 73

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: What is the daily production yield for the company if daily input is 200 units?

A)192 units
B)188 units
C)184 units
D)156 units

Question 74

Briefly discuss the cost of poor quality.