Deck 5: Managing Quality

Question 1

What are the seven core ideas of total quality management?

Answer 1

The seven core principles of total quality management are customer focus, leadership involvement, continuous improvement, employee empowerment, quality assurance, supplier partnerships, and strategic quality plan.

Question 2

Which of the following is NOT a core idea of total quality management?

A)cost reduction
B)leadership improvement
C)employee empowerment
D)continuous improvement

Answer 2

cost reduction

Question 3

Process owners are empowered employees that have the authority and responsibility for improving the organization's business processes.

Answer 3

True

Question 4

Costs incurred by defects that occur prior to delivery to the customer are called:

A)external failure costs.
B)internal failure costs.
C)appraisal costs.
D)prevention costs.

Question 5

A technique used to translate customer requirements into technical requirements is:

A)quality assurance.
B)statistical quality control.
C)quality function deployment.
D)continuous improvement.

Question 6

Describe the four quality-related costs and tell how they are related.

Question 7

A(n)________ cost is incurred by a company to assess its quality levels.

Question 8

________ are teams or individuals who have the authority and responsibility for improving the organization's business processes.

Question 9

A person or company taking the stance that quality must be judged, in part, by how well the characteristics of a particular product or service align with the needs of a specific user is taking the ________ perspective.

Question 10

A customer that concentrates on the ease of repair or support for the product or service is concerned primarily with the ________ dimension of quality.

Question 11

Define employee empowerment and process ownership. How are these two concepts related?

Question 12

Joseph Juran's definition of quality as "fitness for use" is an example of the value perspective of quality.

Question 13

The ________ dimension of quality asks how long a product can go between failures or the need for maintenance.

A)warranty
B)lifetime
C)serviceability
D)reliability

Question 14

Money spent training an employee how to do a job mistake free is an example of an appraisal cost.

Question 15

Total Quality Management is the management of an entire organization so that it excels in all quality dimensions that are important to customers.

Question 16

A quality perspective that focuses on whether or not a product was made or a service was performed as intended is the:

A)performance perspective.
B)value perspective.
C)conformance perspective.
D)intention perspective.

Question 17

On the first day of class at a new university you made judgments about the quality of the class before the professor had entered the room. You noted the comfort of the accommodations, the fine works of art in the halls and on the classroom wall and the soothing music piped in over the sound system. This dimension of quality is:

A)aesthetics.
B)performance.
C)features.
D)perceived quality.

Question 18

What is the difference between the traditional view of the cost of quality and the total cost of quality perspective?

Question 19

Appraisal costs can occur when a company has NOT produced any defective items.

Question 20

Garvin's dimension of reliability is satisfied if the product fails infrequently.

Question 21

A barbecue sauce producer sells their product in a 20-ounce bottle. Their historical process mean has been 20 ounces with a standard deviation of 0.25 ounces. If their tolerance limits are set at 20 ounces plus or minus 1 ounce, what is the process capability ratio of the bottle filling process?

A)1.00
B)1.33
C)1.75
D)2.00

Question 22

A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect. Each phone is turned on, run through a self-test procedure, and classified as either acceptable or unacceptable based on test performance. Based on historical data, the manufacturer produces 0.1 percent defective displays. If they inspect 5000 phones each day for the next 10 days, what are the upper and lower control limits for their control chart if their sample mean mirrors their historical process average?

A)0.0002, 0.0001
B)0.0142, 0.0058
C)0.1127, 0.0873
D)0.0023, 0.0000

Question 23

A pizza delivery service wants to track their delivery times. They take eight samples of four deliveries and record the following data. What are the upper and lower control limits of their X-bar chart? $\begin{array}{|l|c|c|c|c|c|c|c|c}\text { Sample \# } & 1 & 2 & 3 & 4 & 5 & 6 & 7 & 8 \\\hline \text { Item \#1 } & 21.1 & 20.2 & 24.1 & 22.6 & 21.2 & 20.9 & 22.4 & 20.9 \\\hline \text { Item \#2 } & 21.7 & 20.6 & 21.7 & 21.7 & 24.1 & 23.5 & 24.6 & 24.7 \\\hline \text { Item \#3 } & 23.0 & 24.5 & 23.2 & 23.0 & 20.6 & 22.8 & 23.4 & 22.8 \\\hline \text { Item \#4 } & 20.3 & 23.5 & 24.4 & 25.0 & 20.7 & 23.2 & 23.3 & 24.5 \\\hline \text { Sum } & 86.1 & 88.8 & 93.4 & 92.3 & 86.6 & 90.4 & 93.7 & 92.9\\\hline\end{array}$

A)24.9, 20.3
B)23.8, 21.4
C)22.6, 19.5
D)21.1, 17.6

Question 24

The fill size for a small bag of peanuts distributed by a popular airline is 50 grams. The producer wishes to set up a set of control charts for this process and collects the data shown in the table. What are the upper and lower control limits of their X-bar chart? $\begin{array}{c|c|c|c|c|c}\text { Sample } & \text { Item \#1 } & \text { Item \#2 } & \text { Item \#3 } & \text { Item \#4 } & \text { Sum } \\\hline 1 & 54.5 & 54.3 & 53.8 & 50.4 & 213.0 \\\hline 2 & 50.6 & 53.5 & 53.2 & 54.9 & 212.2 \\\hline 3 & 51.1 & 54.3 & 50.4 & 50.7 & 206.5 \\\hline 4 & 52.7 & 52.1 & 51.3 & 51.0 & 207.1 \\\hline 5 & 51.7 & 51.2 & 54.7 & 54.3 & 211.9 \\\hline 6 & 51.1 & 51.5 & 54.7 & 50.4 & 207.7 \\\hline 7 & 54.0 & 52.3 & 54.7 & 51.4 & 212.4 \\\hline 8 & 53.2 & 50.4 & 53.4 & 51.4 & 208.4 \\\hline 9 & 51.9 & 50.2 & 50.2 & 52.9 & 205.2 \\\hline\end{array}$

A)54.84, 49.85
B)54.41, 50.32
C)53.87, 50.78
D)53.51, 51.18

Question 25

Floyd Electric is fabricating flanges for a new electrical motor. The flange is to be 25 millimeters in diameter with an upper tolerance limit of 26.5 millimeters and a lower tolerance limit of 23.5 millimeters. Bill Floyd took a sample consisting of ten flanges, measured the diameter and recorded the observations in the table. $$\begin{array} { | l | l | l | l | l | l | l | l | l | l } 25.69 & 25.58 & 24.78 & 24.94 & 24.87 & 24.63 & 25.70 & 25.52 & 24.95 & 24.91\end{array}$$ What is Floyd Electric's process standard deviation?

A)0.15
B)0.17
C)0.42
D)0.39

Question 26

What does the Taguchi quality loss function look like?

A)a parabola
B)a line with slope=1
C)a step function
D)a hyperbola

Question 27

Taguchi defines quality in terms of:

A)parts per million.
B)losses.
C)lot tolerance percent defective.
D)acceptable quality levels.

Question 28

The probability of rejecting a lot with quality better than the acceptable quality level is:

A)the lot tolerance percent defective.
B)the lot tolerance percent acceptable.
C)the consumer's risk.
D)the producer's risk.

Question 29

A housekeeping supervisor inspects rooms after the staff has cleaned them and compares their staff's performance against a checklist of items that should be cleaned, replaced, etc., according to standard operating procedure at the hotel. Over the past week she finds three rooms that have cleaning mistakes out of the 140 rooms she has inspected. How many additional rooms should she sample to establish an average fraction defective for the p chart she would like to make to monitor this process?

A)78
B)93
C)108
D)133

Question 30

A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect. Each phone is turned on, run through a self-test procedure, and classified as either acceptable or unacceptable based on test performance. The production team takes a sample of 350 phones and finds one with a defective display. How many additional phones should they sample to establish an average fraction defective for their statistical quality control initiative?

A)1400
B)1750
C)2100
D)2450

Question 31

A pizza delivery service wants to track their delivery times. They take eight samples of four deliveries and record the following data. What are the upper and lower control limits of their R-chart? $$\begin{array} { | l | c | c | c | c | c | c | c | c | } \hline \text { Sample \# } & \mathbf { 1 } & \mathbf { 2 } & \mathbf { 3 } & \mathbf { 4 } & \mathbf { 5 } & \mathbf { 6 } & \mathbf { 7 } & \mathbf { 8 } \\\hline \text { Item \#1 } & 21.1 & 20.2 & 24.1 & 22.6 & 21.2 & 20.9 & 22.4 & 20.9 \\\hline \text { Item \#2 } & 21.7 & 20.6 & 21.7 & 21.7 & 24.1 & 23.5 & 24.6 & 24.7 \\\hline \text { Item \#3 } & 23.0 & 24.5 & 23.2 & 23.0 & 20.6 & 22.8 & 23.4 & 22.8 \\\hline \text { Item \#4 } & 20.3 & 23.5 & 24.4 & 25.0 & 20.7 & 23.2 & 23.3 & 24.5 \\\hline\end{array}$$

A)24.9, 20.3
B)7.2, 0.0
C)3.1, 0.0
D)22.6, 0.0

Question 32

A barbecue sauce producer sells their product in a 20-ounce bottle. Their current process mean is 19.80 ounces with a standard deviation of 0.3 ounces. If their tolerance limits are set at 20 ounces plus or minus 1 ounce, what is the process capability index of the bottle filling process?

A)0.89
B)1.00
C)1.11
D)1.33

Question 33

What does the traditional quality loss function look like?

A)a parabola
B)a line with slope=1
C)a goalpost
D)a hyperbola

Question 34

A barbecue sauce producer makes their product in an 80-ounce bottle for a specialty store. Their historical process mean has been 80.1 ounces and their tolerance limits are set at 80 ounces plus or minus 1 ounce. What does their process standard deviation need to be in order to sustain a process capability index of 1.5?

A)0.10
B)0.15
C)0.20
D)0.25

Question 35

The fill size for a small bag of peanuts distributed by a popular airline is 50 grams. The producer wishes to set up a set of control charts for this process and collects the data shown in the table. What are the upper and lower control limits of their R-chart? $\begin{array}{|c|c|c|c|c|c|}\hline \text { Sample } & \text { Item \#1 } & \text { Item \#2 } & \text { Item \#3 } & \text { Item \#4 } & \text { Sum } \\\hline 1 & 54.5 & 54.3 & 53.8 & 50.4 & 213.0 \\\hline 2 & 50.6 & 53.5 & 53.2 & 54.9 & 212.2 \\\hline 3 & 51.1 & 54.3 & 50.4 & 50.7 & 206.5 \\\hline 4 & 52.7 & 52.1 & 51.3 & 51.0 & 207.1 \\\hline 5 & 51.7 & 51.2 & 54.7 & 54.3 & 211.9 \\\hline 6 & 51.1 & 51.5 & 54.7 & 50.4 & 207.7 \\\hline 7 & 54.0 & 52.3 & 54.7 & 51.4 & 212.4 \\\hline 8 & 53.2 & 50.4 & 53.4 & 51.4 & 208.4 \\\hline 9 & 51.9 & 50.2 & 50.2 & 52.9 & 205.2 \\\hline\end{array}$

A)6.22, 0.62
B)6.77, 0.42
C)7.22, 0.22
D)7.79, 0.00

Question 36

Floyd Electric is fabricating flanges for a new electrical motor. The flange is to be 25 millimeters in diameter with an upper tolerance limit of 26.5 millimeters and a lower tolerance limit of 23.5 millimeters. Bill Floyd took a sample consisting of ten flanges, measured the diameter and recorded the observations in the table. He has heard discussion of 6 sigma in the business news recently and would like to join the club. $\begin{array}{|c|c|l|l|l|l|l|l|l|l}25.69 & 25.58 & 24.78 & 24.94 & 24.87 & 24.63 & 25.70 & 25.52 & 24.95 & 24.91\end{array}$
What percentage decrease in process standard deviation would be required for Floyd Electric to achieve 6-sigma process capability? Assume that his process mean remains where it is.

A)36%
B)40%
C)46%
D)58%

Question 37

An automobile windshield manufacturer wants to verify that their process is producing windshields of an appropriate thickness. The best tool to determine this information is a(n):

A)process capability ratio.
B)process capability index.
C)x-bar chart.
D)operating characteristics curve.

Question 38

A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect. Each phone is turned on, run through a self-test procedure, and classified as either acceptable or unacceptable based on test performance. Based on historical data, the process engineer expects about 0.1 percent defective displays. How many phones should they sample to establish an average fraction defective for their statistical quality control initiative?

A)5
B)50
C)500
D)5000

Question 39

Floyd Electric is fabricating flanges for a new electrical motor. The flange is to be 25 millimeters in diameter with an upper tolerance limit of 26.5 millimeters and a lower tolerance limit of 23.5 millimeters. Bill Floyd took a sample consisting of ten flanges, measured the diameter and recorded the observations in the table. $\begin{array}{|c|c|l|l|l|l|l|l|l|l}25.69 & 25.58 & 24.78 & 24.94 & 24.87 & 24.63 & 25.70 & 25.52 & 24.95 & 24.91\end{array}$
What is Floyd Electric's process capability index?

A)1.08
B)1.33
C)1.42
D)1.66

Question 40

A barbecue sauce producer makes their product in an 80-ounce bottle for a specialty store. Their historical process mean has been 80 ounces and their tolerance limits are set at 80 ounces plus or minus 1 ounce. What does their process standard deviation need to be in order to sustain a process capability ratio of 1.66?

A)0.10
B)0.20
C)0.25
D)0.33

Question 41

If a contact lens has a scratch on it, the manufacturer classifies it as defective. This is an example of a continuous variable.

Question 42

The probability of accepting a lot with worse quality than the lot tolerance percent defective level is ________.

Question 43

What are the advantages of acceptance sampling over 100% inspection?

Question 44

A hot tub manufacturer wants the thermostat to control water temperature to within one degree when set at 130 degrees Fahrenheit. They randomly select 10 hot tubs, set the thermostats to 130, and record the following data with an infrared thermometer that has recently been calibrated.
What is their process capability?

Question 45

In general, producer's risk rises as consumer's risk falls.

Question 46

The ability of a non-centered process to meet certain tolerance limits is measured by its ________.

Question 47

An airline wants to monitor the performance of their baggage handling crew on the daily flight from Oklahoma City to Dallas that is always filled to its 140 passenger capacity. They track the number of passengers that lose bags each flight for a two-week period. The data are displayed in the following table. Determine control limits for the appropriate chart and indicate any points that are out of control.

Question 48

What is the shape of the ideal OC curve? Explain the key elements of the curve

Question 49

A reduction in process variance results in a higher process capability.

Question 50

The fill size for a small bag of peanuts distributed by a popular airline is 50 grams. The producer wishes to set up a set of control charts for this process and collects the data shown in the table. Develop the proper statistical quality control charts. Is the process in control?

Question 51

An R chart is used to track how much the individual observations within a sample vary.

Question 52

________ measures refer to the presence or absence of a particular characteristic.

Question 53

A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect. Each phone is turned on, run through a self-test procedure, and classified as either acceptable or unacceptable based on test performance. The production team takes a sample of 350 phones and finds one with a defective display. How many additional phones should they sample to establish an average fraction defective for their statistical quality control initiative?

Question 54

With everything else held constant, a sampling plan with c = 1 will have a lower producer's risk than a sampling plan with c = 2.

Question 55

Taguchi's quality loss function runs counter to the notion that a product falling within tolerance limits is acceptable.

Question 56

The width between the upper and lower limits of a control chart should be wider than the width between the upper and lower tolerance limits.

Question 57

Six Sigma quality means that the difference between the upper and lower tolerance levels is six standard deviations wide.

Question 58

Floyd Electric is fabricating flanges for a new electrical motor. The flange is to be 25 millimeters in diameter with an upper tolerance limit of 26.5 millimeters and a lower tolerance limit of 23.5 millimeters. Bill Floyd took a sample consisting of ten flanges, measured the diameter and recorded the observations in the table.
What is Floyd Electric's process capability?

Question 59

Taguchi's ________ demonstrates that as soon as a quality characteristic deviates from the target value, there is a decline in the level of quality.

Question 60

Taguchi's quality loss function is consistent with:

A)employee empowerment.
B)ISO 9000
C)quality function deployment.
D)the total costs of quality.

Question 61

________ is a family of standards, supported by the International Organization for Standardization, representing an international consensus on good quality management practices.

Question 62

A tailor decides to use Taguchi's quality loss function to analyze his shirt making process. Knowing it to be parabolic in shape and of the form L(y)= k(y - t)² where t is the target, y is the actual measurement, and k is the process constant, the tailor decides to use a recent customer order to calculate his process parameters. He takes the custom shirt and measures the collar, which was requested to have a 17.5" collar but actually has a 17.75" collar. The customer notices the difference and demands a 50% reduction in the price of the shirt, which cost the tailor $45 to make. Instead of selling the shirt for $175, the tailor will reduce his price to $87.50. What is the tailor's process constant for a silk shirt?

Question 63

ISO 9001:2015 can be used by both manufacturing and service companies.

Question 64

Describe the Taguchi quality loss function. What is its shape and what are the implications of this curve?

Question 65

One international standard for managing quality across the supply chain is:

A)ISO 9000.
B)ISO 14000.
C)AQL.
D)LTPD.

Question 66

Describe the ISO 9000 family of standards, including the objectives and process of becoming certified.