Deck 10: The Tools of Quality

Question 1

With reference to the language of process maps, a ________ is used whenever materials, forms, or tools enter or leave the process.

A) circle
B) triangle
C) diamond
D) rectangle
E) parallelogram

Answer 1

E

Question 2

A histogram is a picture of a process.

Answer 2

False

Question 3

With reference to the language of process maps, a ________ is used whenever processing takes place.

A) circle
B) triangle
C) diamond
D) rectangle
E) parallelogram

Answer 3

D

Question 4

What are the steps involved in process mapping?

Question 5

A SIPOC diagram is useful when it is clear who the customers are and where specifications for inputs do not exist.

Question 6

What are the basic process mapping symbols and why is it important to have a standard set of symbols?

Question 7

The first step in setting up a ________ is to identify common defects occurring in the process.

A) histogram
B) Pareto chart
C) check sheet
D) control chart
E) process map

Question 8

The "P" in the acronym SIPOC stands for ________.

A) project
B) problem
C) people
D) process
E) product

Question 9

In a process map, a rectangle indicates there is a decision to be made.

Question 10

What is the first step in a process improvement project?

A) creating a control chart
B) developing scatter plots
C) developing a histogram
D) creating a process map
E) setting up a check sheet

Question 11

The concept of a process map is that we must ________ the process before we can improve it.

A) understand
B) plan
C) know
D) analyze
E) coordinate

Question 12

Check sheets are data-gathering tools that can be used in forming ________.

A) Pareto charts
B) scatter diagrams
C) cause-and-effect diagrams
D) histograms
E) control charts

Question 13

The first step in many process improvement projects is to create a map of the process as it exists.

Question 14

With reference to the language of process maps, a ________ indicates there is a decision to be made.

A) parallelogram
B) rectangle
C) diamond
D) triangle
E) circle

Question 15

The first step in process mapping is to settle on a standard set of process mapping symbols to be used.

Question 16

What is the first step in process mapping?

A) developing a map of the process
B) settling on a standard set of process mapping symbols to be used
C) reviewing a draft copy of the process map with the employees
D) observing the work being performed by shadowing the workers performing the work
E) clearly communicating the purpose of the process map to all the individuals involved in the exercise

Question 17

In a process map, a parallelogram appears whenever materials, forms, or tools enter or leave the process.

Question 18

A ________ determines the parameters for process improvement.

A) process map
B) check sheet
C) control chart
D) cause-and-effect diagram
E) histogram

Question 19

________ are data-gathering tools that can be used in forming histograms.

A) Process maps
B) Pareto charts
C) Check sheets
D) Scatter plots
E) Control charts

Question 20

A SIPOC diagram is a special type of ________.

A) control chart
B) process map
C) scatter diagram
D) histogram
E) cause-and-effect diagram

Question 21

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, how many of these categories are required to make up 53% of all complaints?

A) 1
B) 2
C) 3
D) 4
E) 5

Question 22

The first step in constructing ________ is to gather categorical data relating to quality problems.

A) control charts
B) histograms
C) scatter diagrams
D) Pareto charts
E) cause-and-effect diagrams

Question 23

________ are used to identify and prioritize problems to be solved.

A) Scatter diagrams
B) Histograms
C) Control charts
D) Cause-and-effect diagrams
E) Pareto charts

Question 24

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the cumulative percentage of the two left most bars?

A) 20%
B) 28%
C) 54%
D) 68%
E) 80%

Question 25

Calculate the number of classes if there are 65 observations in a data set.

A) 7
B) 6
C) 5
D) 4
E) 3

Question 26

________ are frequency charts that are aided by the 80/20 rule.

A) Cause-and-effect diagrams
B) Control charts
C) Pareto charts
D) Histograms
E) Scatter diagrams

Question 27

________ are used to determine whether a process will produce a product or service with consistent measurable properties.

A) Scatter diagrams
B) Control charts
C) Process maps
D) Cause-and-effect diagrams
E) Histograms

Question 28

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, how many of these categories are required to make up 86% of all complaints?

A) 1
B) 2
C) 3
D) 4
E) 5

Question 29

The ________ is used to examine the relationships between variables.

A) scatter diagram
B) process map
C) cause-and-effect diagram
D) Pareto chart
E) control chart

Question 30

________ are simply graphical representations of data in a bar format.

A) Cause-and-effect diagrams
B) Process maps
C) Histograms
D) Scatter plots
E) Pareto charts

Question 31

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Unit not working"?

A) 3%
B) 6.7%
C) 11.1%
D) 17.8%
E) 23%

Question 32

The cause-and-effect diagram is also called a(n) ________.

A) fishbone diagram
B) tree diagram
C) affinity diagram
D) matrix diagram
E) scatter diagram

Question 33

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Literature not included in box"?

A) 9%
B) 18%
C) 36%
D) 54%
E) 81%

Question 34

The first step in setting up a ________ is to determine the independent and dependent variables.

A) control chart
B) scatter plot
C) process map
D) histogram
E) check sheet

Question 35

The ________ is used to move to lower levels of abstraction in solving problems.

A) cause-and-effect diagram
B) Pareto chart
C) control chart
D) histogram
E) scatter diagram

Question 36

Calculate the number of classes if there are 16 observations in a data set.

A) 7
B) 6
C) 5
D) 4
E) 3

Question 37

Calculate the number of classes if there are 130 observations in a data set.

A) 8
B) 7
C) 6
D) 5
E) 4

Question 38

The first step in creating a ________ is to state the problem clearly in the head of the fish.

A) control chart
B) Pareto chart
C) scatter diagram
D) cause-and-effect diagram
E) histogram

Question 39

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the cumulative percentage of the two left most bars?

A) 12%
B) 27%
C) 40%
D) 60%
E) 71%

Question 40

Calculate the number of classes if there are 32 observations in a data set.

A) 7
B) 6
C) 5
D) 4
E) 3

Question 41

What are Ishikawa's seven basic tools of quality and how should they be used together?

Question 42

The root causes of the problems associated with the process are identified using a cause-and-effect diagram.

Question 43

Define histograms and state the rules for developing histograms.

Question 44

A scatter diagram is a graphical representation of data in a bar chart format.

Question 45

What are cause-and-effect diagrams?

Question 46

Which of the following is one of Ishakawa's seven basic fools for quality improvements?

A) matrix diagram
B) activity network diagram
C) tree diagram
D) scatter diagram
E) affinity diagram

Question 47

The "ribs" of the fish on the fishbone diagram represent the problem while the "bones" represent the causes.

Question 48

The first step in setting up a fishbone diagram is to determine the independent and dependent variables.

Question 49

Pareto charts are used to identify and prioritize problems to be solved.

Question 50

The cause-and-effect diagram is used to move to higher levels of abstraction in solving problems.

Question 51

The cause-and-effect diagram is also called a tree diagram.

Question 52

Histograms are simply graphical representations of data in a pie chart format.

Question 53

When using Pareto analysis, a frequency chart is constructed showing the number of occurrences in ascending order.

Question 54

Control charts are frequency charts that are aided by the 80/20 rule.

Question 55

Define check sheets and describe the steps involved in setting up a check sheet.

Question 56

Control charts are used to determine whether a process will produce a product or service with consistent measurable properties.

Question 57

Check sheets are data-gathering tools that can be used in forming histograms.

Question 58

Define a scatter diagram and describe the steps involved in setting up a scatter plot.

Question 59

The first step in setting up a check sheet is to identify common defects occurring in the process.

Question 60

Describe the function of a Pareto chart. How does the 80/20 rule apply?

Question 61

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their respective percentage weights as shown in the table below: What is the percentage weight for the Nutrition criterion?

A) 0.18
B) 0.91
C) 0.09
D) 0.57
E) 0.48

Question 62

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their corresponding percentage weights. Option C has ranks as shown in the table below: What is the importance score sum for option C?

A) 1.35
B) 2.20
C) 2.65
D) 3.45
E) 4.80

Question 63

The tree diagram is useful to identify the steps needed to address a given problem.

Question 64

An affinity diagram creates a hierarchy of ideas on a large surface.

Question 65

The first step in completing a(n) ________ is to assemble the header cards from the affinity diagram.

A) matrix diagram
B) tree diagram
C) prioritization grid
D) activity network diagram
E) interrelationship digraph

Question 66

The first step in completing a(n) ________ is to construct an affinity diagram to identify the issues relating to a problem.

A) interrelationship digraph
B) matrix diagram
C) tree diagram
D) prioritization grid
E) activity network diagram

Question 67

The first step to making a prioritization grid is to construct an affinity diagram to identify the issues relating to a problem.

Question 68

The ________ is similar in concept to quality function deployment in its use of symbols, its layout, and its application.

A) matrix diagram
B) tree diagram
C) prioritization grid
D) affinity diagram
E) activity network diagram

Question 69

The ________ is also known as a PERT diagram or critical path diagram and is used in controlling projects.

A) affinity diagram
B) tree diagram
C) activity network diagram
D) cause-and-effect diagram
E) matrix diagram

Question 70

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below: What is the final price ranking for alternative B?

A) first
B) second
C) third
D) fourth
E) cannot be determined from the information given

Question 71

Which of the following is one of the new seven tools for management?

A) process map
B) cause-and-effect diagram
C) histogram
D) check sheet
E) affinity diagram

Question 72

A(n) ________ is useful to identify the steps needed to address the given problem.

A) tree diagram
B) prioritization grid
C) activity network diagram
D) interrelationship digraph
E) affinity diagram

Question 73

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their respective percentage weights as shown in the table below: What is the percentage weight for the Nutrition criterion?

A) 0.10
B) 0.30
C) 0.50
D) 0.70
E) 0.90

Question 74

The Pareto chart is one of the new seven tools for management.

Question 75

A(n) ________ is very similar to a work breakdown structure used in planning projects.

A) matrix diagram
B) prioritization grid
C) interrelationship digraph
D) affinity diagram
E) tree diagram

Question 76

An activity network diagram helps a group converge on a set number of themes or ideas that can be addressed later.

Question 77

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below: What is the final price ranking for alternative C?

A) first
B) second
C) third
D) fourth
E) cannot be determined from the information given

Question 78

A(n) ________ is used to make decisions based on multiple criteria.

A) tree diagram
B) matrix diagram
C) interrelationship digraph
D) prioritization grid
E) affinity diagram

Question 79

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their corresponding percentage weights. Option A has ranks as shown in the table below: What is the importance score sum for option A?

A) 1.0
B) 2.1
C) 4.2
D) 8.0
E) 9.6

Question 80

A(n) ________ is a tool that helps a group converge on a set number of themes or ideas that can be addressed later.

A) tree diagram
B) affinity diagram
C) prioritization grid
D) matrix diagram
E) interrelationship digraph