Deck 2: Quality Management

Question 1

TQM advocates support and commitment from the highest level of management.

Answer 1

True

Question 2

Robust quality principles are now routinely used in identifying the optimum design of product components for many complex industries.

Answer 2

True

Question 3

High quality implies having the capability to consistently produce products that satisfy or exceed customer needs.

Answer 3

True

Question 4

The primary objective of ISO standards is to make the development,manufacturing,and supply of products and services more efficient,safe,and clean.

Question 5

The U.S.government mandates ISO 9000 standards.

Question 6

Research over a long period has shown that it is more costly to continue serving existing customers than to increase market share.

Question 7

A quality circle is a small group of employees who are responsible for similar or related work functions,and meets regularly to identify,analyze,and solve quality and production problems related to its work.

Question 8

The focus of ISO 14000 standards is on minimizing the harmful effects on the environment caused by an organization's activities and on achieving continual improvement in environmental performance.

Question 9

Total quality management (TQM)is an umbrella term that is used to describe a quality management system that addresses all areas and employees of an organization,emphasizes customer satisfaction,and uses continuous improvement tools and techniques.

Question 10

As quality increases,both internal and external failure costs decrease,whereas assurance and prevention costs increase.

Question 11

Perception does not influence a customer's opinion of product quality.

Question 12

Craftsmen were generally in direct contact with their customers,and products were created on the basis of specifications provided by individual customers to local producers.

Question 13

Like the quality of tangible goods,the quality of a service is also determined by multiple dimensions.

Question 14

Inspection is the selection of randomly selected products from the production line for quality checks.

Question 15

Determining the underlying components of quality is rather straightforward because quality normally means the same thing to different customers.

Question 16

External failure costs refer to the cost of poor quality if the error is caught within the production facility before it is sold to the customer.

Question 17

High-quality products and services are necessary for the survival,growth,and competitiveness of an organization.

Question 18

The Deming Prize is the highest honor for quality and performance excellence for a United States-based manufacturing,service,small business,education,or healthcare organization.

Question 19

Feigenbaum,known as the father of modern quality management,used 14 points and the Plan-Do-Check-Act cycle to provide guidelines for implementing quality improvement plans.

Question 20

In 1979,Dr.W.Edwards Deming authored the book Quality Is Free,which emphasized that doing things right the first time adds nothing to the cost of a product or service.

Question 21

Which of the following is not considered a dimension of service quality?

A)Responsiveness
B)Competence
C)Access
D)Special features
E)Courtesy

Question 22

Six Sigma has a genuine focus on understanding the needs and preferences of the customer.

Question 23

Which of the following is not a broad category for the different types of costs associated with quality improvement?

A)Internal failure costs
B)External failure costs
C)Inventory costs
D)Assurance costs
E)Prevention costs

Question 24

The focus of ISO 9000 standards is on minimizing the harmful effects on the environment caused by an organization's activities and on achieving continual improvement in environmental performance.

Question 25

Having a customer focus is central to ISO 9000 standards,the Baldrige framework,and Six Sigma.

Question 26

Which of the following is not considered a dimension of product quality?

A)Performance
B)Communication
C)Reliability
D)Durability
E)Serviceability

Question 27

Six Sigma emphasizes the need to react to quality problems as soon as possible after they occur.

Question 28

Visionary leadership is a central tenet of the MBNQA.

Question 29

In the long term,which of the following is not the result of an organization's quality improvement efforts?

A)Higher customer satisfaction
B)Positive word of mouth
C)Food reputation
D)Increased market share
E)Employee turnover rate

Question 30

An example of internal failure costs is

A)Rework costs
B)Training costs
C)Inspection costs
D)Sampling costs
E)Nondestructive testing costs

Question 31

A Six Sigma quality thus means that the distance from the mean value of the process to both the LTL and the UTL is six standard deviations.

Question 32

As quality levels increase,____.

A)Internal costs decrease
B)Internal costs increase
C)External failure costs increase
D)Assurance costs decrease
E)Prevention costs decrease

Question 33

Firms undertake quality and process improvement efforts to achieve all the following goals except

A)Cost reduction
B)Increased market share
C)Customer satisfaction enhancement
D)Increased customer loyalty
E)Improved market performance

Question 34

The guiding framework of MBNQA is not an adequate model for implementing TQM and the teachings of quality gurus.

Question 35

A dimension of service and product quality that refers to the performance consistency of the goods or service is

A)Responsiveness
B)Reliability
C)Communication
D)Durability
E)Serviceability

Question 36

Meeting a customer's minimum standards is sufficient for a successful Six Sigma Program.

Question 37

The first three steps in the DMAIC plan are called the process characterization phase because they provide descriptive information about the existing process.

Question 38

DMAIC,which stands for Define,Measure,Analyze,Improve,and Control,is central to Six Sigma.

Question 39

Which of the following is considered a "prevention cost" of quality?

A)Cost of rework of products that failed
B)Cost of training
C)Cost of testing equipment used in appraisal
D)Negative word of mouth
E)Cost of lost production

Question 40

An example of an assurance cost associated with the cost of quality is

A)Rework cost
B)Scrap costs
C)Replacement costs
D)Inspection costs
E)Training costs

Question 41

What percentage of the area of a normal curve is between +2 and -2 standard deviations?

A)0%
B)68.3%
C)95.5%
D)99.7%
E)100%

Question 42

Which term refers to a customer associating the quality of a product with the image of the company?

A)Reputation
B)Aesthetics
C)Special features
D)Durability
E)Conformance

Question 43

What is a quality circle?

Question 44

Describe how "managing by fact" influences TQM.

Question 45

Which of the following is not one of the four quality absolutes as defined by Philip Crosby?

A)Quality is defined as conformance to requirements.
B)The system for causing quality is prevention ,not appraisal.
C)Management must enforce quality levels.
D)The performance standard must have zero defects.
E)The measurement of quality is the price of nonconformance.

Question 46

What are the four parts of the Deming cycle for continuous improvement?

Question 47

Which of the following concepts was not considered by Deming as an important point for quality and process improvement?

A)Cease dependence on inspection
B)End the practice of awarding business on the basis of the price tag
C)Institute training on the job
D)Eliminate slogans
E)Reward people for doing a job correctly with a large bonus

Question 48

A diagram that visually displays all possible causes of a quality problem with the goal of finding the reasons for the imperfections is a

A)Deming chart
B)Pareto diagram
C)Quality dyad
D)Cause-and-effect diagram
E)PDCA cycle

Question 49

Which of the following is not a well-known quality guru?

A)Adam Smith
B)Phillip Crosby
C)Armand Feigenbaum
D)Joseph Juran
E)Genichi Taguchi

Question 50

Security as a dimension of service quality means

A)The willingness to assist customers
B)Having the knowledge to perform the service
C)Recognizing that confidentiality is important in service delivery
D)The service provider's politeness and friendliness
E)Physical characteristics of the service provider

Question 51

Customer expectations related to quality are influenced by all the following except

A)Personal needs
B)Word of mouth
C)Reputation
D)Internal defect rates
E)Past experience

Question 52

The Six Sigma approach described in the text is implemented using a structured five-step plan known as

A)ISO implementation procedure
B)Deming's 14 points
C)The Taguchi function
D)DMAIC
E)MBNQA

Question 53

Choose the statement that most closely describes a total quality management system.

A)Detection of defects
B)Prevention of defects
C)Inspection for defects
D)Conformance to specifications
E)Correction of defects

Question 54

In reality,on the basis of computations,a Six Sigma process quality level is equivalent to the LTL and the UTL's being how many standard deviations away from the extreme position of the mean?

A)1.5 standard deviations
B)3 standard deviations
C)4.5 standard deviations
D)6 standard deviations
E)12 standard deviations

Question 55

The award created by the U.S.government in 1987 to help improve quality and competitiveness of U.S.companies by recognizing the highest performing organizations is the

A)Deming Prize
B)Malcolm Baldrige National Quality Award
C)American Society for Quality Achievement Award
D)Lombardi Trophy
E)The Academy of Quality National Award

Question 56

Briefly describe Dr.Edward Deming's contribution to quality.

Question 57

What is the Malcolm Baldrige National Quality Award?

Question 58

Because it is impossible for a quality inspector to check each individual product to ensure that it meets the specifications,companies started using

A)Sampling
B)ISO quality standards
C)100% inspection
D)Continuous improvement
E)Color coding

Question 59

Quality improvement efforts are often credited with reducing

A)The number of found defects
B)Overall production costs
C)The number of sales personnel
D)Quality initiatives
E)The required number of control charts

Question 60

When computing the process sigma,the percentage of defective products can be found by finding the area ____ in a cumulative normal distribution curve.

A)between the UTL and LTL
B)below the LTL
C)beyond the LTL
D)outside the UTL and LTL
E)under the curve

Question 61

A machine shop requires a specific hardness range on purchased iron blocks.A machine is used to test the hardness.To be acceptable,the hardness readings need to be between a UTL of 366 and an LTL of 335.The supplier reports that the mean hardness is 350,with a standard deviation of 7.Calculate the process sigma using the LTL.

Question 62

Pete's sister Patty runs a similar restaurant called Patty's Pizza with the same 1-hour delivery promise.Her delivery records show a mean delivery time of 40 minutes,with a standard deviation of 5 minutes.She does not meet Six Sigma quality levels for delivery time.What does her standard deviation need to be to achieve Six Sigma quality levels for delivery?

Question 63

A machine shop requires a specific hardness range on purchased iron blocks.A machine is used to test the hardness.To be acceptable,the hardness readings need to be between a UTL of 366 and an LTL of 335.The supplier reports that the mean hardness is 350,with a standard deviation of 7.The Z-score is 2.33 for a defective rate of less than 1%.What standard deviation is required if the UTL is used to compute the process sigma?

Question 64

Describe internal failure cost,with an example in a local restaurant.

Question 65

Jay decides to try to improve each process so that the percentage of error-free outcomes will be at least 95%.What will each process need to be to reach this goal?

Question 66

For a given process,past data reveals that the mean of the process is 9 and the standard deviation is 3.Tolerance limits are specified as UTL = 16 and LTL = 2.What would the percent defective be for this process using the UTL?

Question 67

Discuss how customer expectations can influence the assessment of quality.

Question 68

The local university's Admissions' office has four steps required in the admissions process.Applications must be entered in the system,reviewed for accuracy,reviewed by the admissions team,and a letter of acceptance or rejection must be sent.To provide timely feedback,each step has a time goal.Applications are entered in the system faster than the goal 94% of the time.The accuracy review is faster than the goal 98.5% of the time.The review team only beats the goal 88.4% of the time.The letter is issued faster than the goal 99% of the time.What is the timeliness of the process?

Question 69

A machine shop requires a specific hardness range on purchased iron blocks.A machine is used to test the hardness.To be acceptable,the hardness readings need to be between a UTL of 366 and an LTL of 335.The supplier reports that the mean hardness is 350,with a standard deviation of 7.What would the percent defective be for this process using the LTL?

Question 70

For a given process,past data reveals that the mean of the process is 9 and the standard deviation is 3.Tolerance limits are specified as UTL = 16 and LTL = 2.What would the process sigma be for this process using the UTL?

Question 71

Jay Jones bought Matt's Mechanics Service.Matt told Jay that his three primary processes,diagnosis,repair and customer delivery,met internal goals 95% of the time,so he assumed customers were satisfied 95% of the time.Jay disagrees and wants to know how often customers have an error-free outcome.What would you tell him?

Question 72

Sketch the cost of quality curve.

Question 73

Identify and describe four of the dimensions of product quality discussed in the textbook.

Question 74

Describe how ISO 9000 standards can benefit consumers.

Question 75

Pete's Pizza promises delivery to your home or office in under an hour.His goal is to deliver all Pizzas between 20 and 60 minutes.Records indicate the average delivery time is 38 minutes,with a standard deviation of 3 minutes.Is the company delivering within Six Sigma quality levels with respect to delivery time?