Deck 3: Tools and Techniques for Quality Design and Control

Question 1

Concept generation is the first step in concept engineering.

Answer 1

False

Question 2

Concept engineering leaves a strong audit trail back to the voice of the customer.

Answer 2

True

Question 3

In applying QFD, it is important to convert the customer's words into technical terminology to understood better by designers and engineers.

Answer 3

False

Question 4

In the House of Quality, the symbol "?" denotes a weak relationship.

Question 5

Using DFMEA will reduce external failure costs as well as decrease manufacturing and service delivery problems.

Question 6

Customer errors in preparation arise when customers do not remember steps in the process or to follow instructions.

Question 7

Design for Six Sigma consists of four principal activities. Which of the following is not one of them?

A) Concept development
B) Design development
C) Design maximization
D) Design verification

Question 8

_____ emerged from a consortium of companies that included Polaroid and Bose along with researchers at MIT and is promoted and taught by the Center for Quality of Management.

A) Concept engineering
B) Control charts
C) Design for Six Sigma
D) The DMEDI process

Question 9

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _____ and _____ respectively.

A) a weak relationship; a strong relationship
B) a very strong relationship; a weak relationship
C) a strong relationship; a weak relationship
D) a very strong relationship; a strong relationship

Question 10

Which of the following is not a type of house of quality?

A) Technical features deployment matrix
B) Process plan and quality control charts
C) BCG matrix
D) Operating instructions

Question 11

The purpose of DFMEA is all of the following except:

A) to recommend corrective design actions.
B) to estimate the effect and seriousness of the failure.
C) to identify all the ways in which a failure can occur.
D) to act as the "voice of the customer" in product design.

Question 12

Which of the following statements is true about various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?

A) A railroad is high in labor intensity but low on the other two dimensions.
B) An interior design service would be low in all three dimensions.
C) A hair-stylist would be high in all three dimensions.
D) A fast-food restaurant would be high in customization and customer contact, but low in labor intensity.

Question 13

The design of a process begins with the:

A) operations manager.
B) QFD department.
C) customer.
D) process owner.

Question 14

Which of the following is not an example of customer errors during an encounter?

A) Inattention
B) A memory lapse
C) Learning from experience.
D) Failure to remember steps

Question 15

Customer errors at the resolution stage of a service encounter include all of the following except:

A) failure to signal service inadequacies.
B) follow instructions.
C) learn from experience.
D) execute appropriate postencounter actions.

Question 16

Which of the following is not a component of a control system?

A) A standard
B) A flow of authority to enforce the standards
C) A means of measuring accomplishment
D) A comparison of actual results with the standard

Question 17

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of:

A) management.
B) quality control team.
C) the process owner.
D) the supervisor.

Question 18

Which of the following is not one of the principles of statistical thinking?

A) Processes have quantifiable and nonquantifiable variations.
B) All work occurs in a system of interconnected processes.
C) Variation exists in all processes.
D) Understanding and reducing variation are keys to success.

Question 19

Which of the following is not an operational problem created by excessive variation?

A) Variation increases unpredictability.
B) Variation increases capacity utilization.
C) Variation makes it difficult to find root causes.
D) Variation makes it difficult to detect potential problems early.

Question 20

If the variation in the process is due to _____ alone, the process is said to be in statistical control.

A) random causes
B) common causes
C) special causes
D) environmental causes

Question 21

Which of the following is not an example of a quality control parameter for the post office?

A) Response time
B) Sorting accuracy
C) Time of delivery
D) Percentage of express mail delivered on time

Question 22

What are the three other houses of quality?

Question 23

What are the enablers or agility?

Question 24

Describe a control chart.