Deck 7: Quality

Question 1

Statistical process control SPC) is a technique for testing a random sample of output from a process in order to detect if nonrandom, assignable changes in the process are occurring.

Answer 1

False

Question 2

One type of formal service quality evaluation process measures the gap between service expectations along defined dimensions and the perceptions of actual service performance.

Answer 2

True

Question 3

A process is capable when:

A) the supplier can predict the future distributions about the mean.
B) common causes are eliminated through process change.
C) it averages a set number of standard deviations within the specifications.
D) it produces the same exact result each time the activity is performed.
E) random causes are detected by statistical process controls and eliminated.

Answer 3

C

Question 4

The role and responsibilities of supply may contribute to the containment of the cost of poor quality by addressing:

A) prevention costs
B) appraisal costs
C) internal costs
D) external costs
E) all of the above.

Question 5

A supplier certification program:

A) adds cost to the supplier, but provides few benefits to the supplier.
B) may enable the buyer and seller to lower costs and improve quality.
C) may improve quality, but at best will not raise costs.
D) always improves quality, but usually at a higher purchase price.
E) typically cost more to implement than the value of the quality improvement.

Question 6

It is unreasonable to expect a supplier to both improve quality and lower costs.

Question 7

External failure costs are incurred when poor-quality goods or services are passed on to the customer and include costs of returns, warranty costs, and management time handling customer complaints.

Question 8

A sampling technique that is based on the cumulative effect of information that every additional item in the sample adds as it is inspected is called:

A) random sampling.
B) sequential sampling.
C) 100 percent testing.
D) cumulative sampling.
E) additive testing.

Question 9

Total quality management TQM) is a philosophy and system of management focused on long-term success through customer satisfaction.

Question 10

Quality control in services is:

A) relatively difficult compared to quality control of goods.
B) especially difficult if the service is highly tangible.
C) performed exactly the same as it is for goods.
D) impossible to quantify if the service is highly intangible.
E) is most easily done on the buyer's premises.

Question 11

Suitability is the mathematical probability that a product will function for a stipulated period of time.

Question 12

Reliability refers to the match between a commercially available material, good or service and the intended function.

Question 13

A six sigma 6σ) approach to quality:

A) focuses on preventing defects by using customer feedback.
B) means there are no more than 6 defects per million opportunities.
C) was developed by Japanese companies in the 1950s..
D) is very close to zero defects.
E) has soft goals such as happier customers and employees.

Question 14

Any output produced within a range between the upper and lower specification limit is considered within tolerance.

Question 15

Deming's 14 points stress the importance of:

A) minimizing total cost with a single source.
B) incoming inspection in quality assurance.
C) top management in quality control.
D) annual rating or merit systems.
E) specialized education for high potential employees

Question 16

Kaizen is a Japanese term for process control.

Question 17

Upper UCL) and lower control limits LCL):

A) are set by design engineers to a specific product specification.
B) are dependent on a specific process.
C) set by a machine operator based on the daily production requirements.
D) require operator action when the process is outside normal operating range.
E) are a critical factor in the success of a TQM program.

Question 18

ISO 9001:2008 provides a tested framework for a systematic approach to consistently delivering product that satisfies customers' expectations by managing:

A) supplier relationships.
B) total cost of ownership.
C) process capability.
D) six sigma.
E) organizational processes.

Question 19

Determination of the "best buy" is based on:

A) technical considerations.
B) quality issues.
C) a balance between price and quality.
D) an individual buyer's perceptions.
E) a balance of requirements of marketing, engineering, operations, and supply