Deck 12: Six Sigma Quality

Question 1

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

Answer 1

True

Question 2

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

Answer 2

False

Question 3

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

Answer 3

False

Question 4

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

Question 5

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

Question 6

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

Question 7

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.

Question 8

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

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

Conformance quality is a strategic decision for a firm.

Question 15

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

Question 16

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

Question 17

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

Question 18

TQM is an acronym meaning "total quality measurement."

Question 19

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 20

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

Question 21

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 22

The term CTQ stands for "cost through quality," which is another way to express Philip Crosby's idea that "quality is free."

Question 23

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

Question 24

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

Question 25

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 26

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 27

ISO-9000 is primarily concerned with environmental management.

Question 28

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

Question 29

ISO-14000 is primarily concerned with environmental management.

Question 30

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

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

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

Question 33

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

Question 34

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 35

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

Question 36

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

Question 37

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 38

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

Question 39

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

Question 40

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

Question 41

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

Question 42

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

Question 43

The dimension of design quality that concerns the past performance and reputation is which of the following?

A) Response
B) Serviceability
C) Performance
D) Reputation
E) Perceived quality

Question 44

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

Question 45

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

Question 46

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.

Question 47

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 48

Which of the following are eligible companies to be considered for the Malcolm Baldrige Award?

A) Small businesses
B) Offshore suppliers to U.S. companies
C) Firms operating only outside the United States
D) State government agencies
E) None of these choices are correct.

Question 49

Applicants for the Baldrige Award for total quality management must submit an application of up to fifty 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) Customer and market focus
C) Standardization
D) Control
E) Inspection protocols

Question 50

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

Question 51

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 52

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

Question 53

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

Question 54

Which of the following are not eligible to be considered for the Malcolm Baldrige Award?

A) Small businesses
B) Health care organizations
C) Educational institutions
D) State highway patrol organizations
E) Universities

Question 55

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.

Question 56

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

Question 57

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 58

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

Question 59

The dimension of design quality that concerns the primary product or service characteristics is which of the following?

A) Response
B) Serviceability
C) Performance
D) Reputation
E) Perceived quality

Question 60

The dimension of design quality that concerns the ease of repair is which of the following?

A) Response
B) Serviceability
C) Performance
D) Reputation
E) Perceived quality

Question 61

A cause-and-effect diagram (choose the most inclusive answer)

A) is also referred to as Show cause diagram.
B) is also referred to as flow diagram.
C) is also referred to as opportunity flow diagram.
D) is one of the analytical tools in DMAIC analysis.
E) is also referred to as Pareto diagram.

Question 62

Which of the following is a dimension of design quality?

A) Aesthetics
B) Price
C) Quality at the source
D) Distribution
E) Leadership

Question 63

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

Question 64

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

Question 65

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.

Question 66

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

Question 67

All except one of the following is an analytical tool for Six Sigma.

A) Flowcharts
B) Pareto Charts
C) Cause-and-effect diagrams
D) DPMO analytics
E) Process control charts

Question 68

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

Question 69

DPMO refers to

A) defects per million parts.
B) defects per many units.
C) defects per million operations.
D) defects per million opportunities.
E) defects per million.

Question 70

Which of the following is a dimension of design quality?

A) Price
B) Features
C) Color
D) Weight
E) Quality at the source