Deck 10: Quality Management and Six Sigma

Question 1

While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.

Answer 1

False

Question 2

The Malcolm Baldrige National Quality Award represents the U.S. government's endorsement of quality as an essential part of successful business strategy.

Answer 2

True

Question 3

One tool used in total quality management is the run chart.

Answer 3

True

Question 4

Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.

Question 5

A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.

Question 6

A quality guru named Philip Crosby defined quality as fitness for use.

Question 7

A quality guru named Joseph M. Juran defined quality as fitness for use.

Question 8

In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.

Question 9

Conformance quality is a strategic decision for a firm.

Question 10

A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.

Question 11

One SPC tool used in total quality management is the Pareto chart.

Question 12

While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.

Question 13

An operational goal of total quality management is the careful design of the product or service.

Question 14

One of the tools common to all quality efforts is leadership.

Question 15

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.

Question 16

Design quality refers to the inherent value of the product in the marketplace.

Question 17

TQM is an acronym meaning "total quality measurement."

Question 18

A quality guru named Philip Crosby defined quality as conformance to requirements.

Question 19

An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

Question 20

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.

Question 21

"Quality at the source" refers to the degree to which a product or service design specifications are met.

Question 22

ISO 9000 is primarily concerned with environmental management.

Question 23

Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

Question 24

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 subcompact automobiles.

Question 25

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.

Question 26

An example of assignable variation in a production system may be that workers are not identically trained.

Question 27

Design quality in products refers to the degree to which a product or service design specifications are met.

Question 28

Design of experiments (DOE) refers to work done before production of early model prototypes of a new product.

Question 29

Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.

Question 30

An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.

Question 31

W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.

Question 32

Variation in production systems that is caused by factors that can be clearly identified and possibly even managed is called assignable variation.

Question 33

The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.

Question 34

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.

Question 35

Design of experiments (DOE) is sometimes referred to as multivariate testing.

Question 36

ISO 14000 is primarily concerned with environmental management.

Question 37

The term CTQ stands for "Cost Through Quality", which is another way to express Philip Crosby's idea that "Quality is Free."

Question 38

A process that is in Six Sigma control will produce no more than two defects out of every million units.

Question 39

The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.

Question 40

An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.

Question 41

The p-chart is only useful for sampling that deals with continuous variables.

Question 42

A p-chart has upper and lower control limits expressed as lines on the chart. As long as the sample values fall between these two lines there is no need to investigate process behavior.

Question 43

Acceptance sampling is performed on goods that already exist to determine what percentage of items conforms to specifications.

Question 44

AQL stands for accepting questionable lots in production quality management.

Question 45

It is impossible to have zero variability in production processes.

Question 46

If the fraction defective is 0.4 based on a sample size of 100, the standard deviation used in the p-chart is about 0.10.

Question 47

Genichi Taguchi's view of the cost of quality is that variance is a discontinuous function.

Question 48

To obtain a 99.7 percent confidence level in a p-chart we would use a value of 3 for Z.

Question 49

In acceptance sampling, the value for the acceptance number (c) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha), and the probability of accepting a low quality lot (beta).

Question 50

Variation that is inherent in a production process itself is called assignable variation.

Question 51

Attributes are those quality characteristics that are classified as either conforming or not conforming to specification.

Question 52

Process control is concerned with monitoring quality after the product or service has been produced.

Question 53

The value for Z used in quality control charts is based on the degree of confidence you want to have in the resulting UCL and LCL values.

Question 54

The capability index is used to gauge economic changes in service systems.

Question 55

Variation that is inherent in a production process itself is called common variation.

Question 56

If the fraction defective is 0.12 based on a sample size of 16, the standard deviation used in the p-chart is about 0.08.

Question 57

In acceptance sampling, the number of units in the sample (n) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha), and the probability of accepting a low quality lot (beta).

Question 58

Measurement by attributes means taking a sample, measuring the attribute in question and determining the level of quality in the population from which the sample was drawn.

Question 59

Statistical process control involves testing random samples of output from a process to determine whether the process is producing items within a preselected range.

Question 60

An example of assignable variation in a production system may be that a machine is not adjusted properly.

Question 61

The capability index (Cpk) calculates the percentage of items being produced within specifications.

Question 62

Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.

Question 63

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

Question 64

The producer's risk associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter beta.

Question 65

The capability index (Cpk) indicates the position of the mean and tails of a process's variance relative to design specifications.

Question 66

LTPD in acceptance sampling stands for "lot tolerance for parts defective."

Question 67

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

Question 68

A flow 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

Question 69

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

Question 70

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

Question 71

Total, one-hundred percent, inspection can never be cost justified.

Question 72

The probability associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter alpha.

Question 73

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

Question 74

In variables sampling the actual measurements of the variable observed are used regardless of whether the unit is good or bad.

Question 75

Which of the following is not an analytical tool used in six-sigma quality improvement programs?

A) Run charts
B) Pass charts
C) Cause-and-effect diagrams
D) Flowcharts
E) Pareto charts

Question 76

The Greek letter alpha is associated with consumer's risk.

Question 77

One-hundred percent inspection is justified when the cost of inspection is low.

Question 78

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

Question 79

The probability associated with accepting a low quality lot is denoted in acceptance sampling with the Greek letter alpha.

Question 80

Standard practice in statistical process control for variables is to set control limits so that 95 percent of the sample means will fall within the UCL and the LCL.