Deck 12: Six Sigma Quality

Question 1

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

Answer 1

True
Explanation: The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.

Question 2

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

Answer 2

True
Explanation: Total quality management has two fundamental operational goals:
1.Careful design of the product or service.2.Ensuring that the organization's systems can consistently produce the design.

Question 3

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

Answer 3

True
Explanation: The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.

Question 4

TQM is an acronym meaning "total quality measurement."

Question 5

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

Question 6

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

Question 7

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 8

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

Question 9

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

Question 10

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 11

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

Question 12

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

Question 13

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

Question 14

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

Question 15

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

Question 16

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

Question 17

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

Question 18

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

Question 19

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

Question 20

Conformance quality is a strategic decision for a firm.

Question 21

ISO 14000 is primarily concerned with environmental management.

Question 22

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

Question 23

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

Question 24

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

Question 25

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

Question 26

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 27

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

Question 28

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

Question 29

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

Question 30

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

Question 31

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

Question 32

ISO 9000 is primarily concerned with environmental management.

Question 33

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 34

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

Question 35

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

Question 36

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 37

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 38

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 39

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

Question 40

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

Question 41

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 42

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 43

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

A)Auditing firms
B)Offshore suppliers to U.S.companies
C)Firms operating only outside the U.S.
D)State government agencies
E)None of these

Question 44

Which of the following is a dimension of design quality?

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

Question 45

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 46

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 47

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 48

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 49

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 50

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

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

Question 51

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 52

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 53

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 54

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 55

Applicants for the Baldrige Award for total quality management must submit an application of up to 50 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)Analysis and remember management
C)Standardization
D)Control
E)Inspection protocols

Question 56

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 57

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 58

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 59

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 60

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 61

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 62

ISO 9000 is primarily concerned with what? _________________________________________________

Question 63

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 64

Which quality guru states that the correct cost for a well-run quality management program should be under 2.5 percent of sales? _________________________________

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 a dimension of design quality?

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

Question 67

What is the difference between the concepts of design quality and conformance quality?

Question 68

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 69

Why were ISO 9000 and ISO 14000 standards developed? _________________________________________

Question 70

ISO 14000 is primarily concerned with what? __________________________________________

Question 71

What does the acronym "CTQ" stand for? _________________________________

Question 72

Define (D): Identify CTQs (critical-to-quality characteristics) that the customer considers to have the most impact on quality.

Question 73

What are expenditures related to achieving product or service quality, including the costs of appraisal and prevention of defects, called? ______________________________________

Question 74

The National Quality Award in the United States is named what? ___________________________________

Question 75

The term CTQ is used in which portion of the DMAIC methodology? ______________________________

Question 76

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