Deck 15: Quality Management

Question 1

The dpmo or epmo for a three-sigma process is _____.

A) 66,807
B) 6,210
C) 233
D) 3.4

Answer 1

A

Question 2

Which of the following emphasizes defects per million opportunities as a key measure of quality?

A) Deming's 14 Points
B) ISO 9000:2000
C) The Gap model
D) Six Sigma

Answer 2

D

Question 3

All of the following relate to Six Sigma EXCEPT:

A) project team deployment to improve profitability and reduce non-value-added activities.
B) flexibility to demand volume changes and trends.
C) creating highly qualified process improvement experts.
D) setting stretch objectives for improvement.

Answer 3

B

Question 4

Which of the following is NOT directly related to W. Edwards Deming?

A) A product or a service possesses quality if it enjoys a sustainable market.
B) Quality is free.
C) Higher quality leads to higher productivity and lower cost.
D) The Deming cycle consists of four stages: plan, do, study, and act (PDSA).

Question 5

Which of the following is NOT one of W. Edwards Deming's 14 Points?

A) Create a vision and demonstrate commitment.
B) Create an environment that drives out fear.
C) Continuously improve products and processes.
D) Adopt Zero Defects as the only performance standard.

Question 6

GE's Six Sigma problem-solving approach employs five phases. Which of the following is NOT one of the phases?

A) Define (D)
B) Measure (M)
C) Analyze (A)
D) Identify (I)

Question 7

The recognized leader and benchmark for successful Six Sigma implementation is _____.

A) Sears, Roebuck and Co.
B) Starbucks
C) General Electric
D) Target

Question 8

Each day, a golf resort handles 700 golfers. Each guest encounters 22 "moments of truth" during a typical day. The resort is open seven (7) days a week. If they receive 12 complaints per week, the epmo is _____.

A) less than 100
B) more than or equal to 100 but less than 150
C) more than or equal to 150 but less than 200
D) more than or equal to 200

Question 9

In applying Six Sigma to services, the four key measures of performance include all of the following EXCEPT:

A) accuracy.
B) productivity.
C) cost.
D) customer satisfaction.

Question 10

Which of the following is TRUE regarding the history of quality management?

A) During the Industrial Revolution, workers on the shop floor began to take on increased responsibility for quality.
B) Six Sigma was developed in Japan as a cost reduction approach during the 1970s.
C) Deming used his 14 Points to highlight key insights and successful practices regarding quality management.
D) Beginning around 1950, Juran advocated that quality is free, which led to the growth and development of quality management in the United States.

Question 11

All of the following are components of the GAP model EXCEPT:

A) the difference between the customer's expectations and perceptions.
B) the discrepancy between delighting or pleasing customers and total customer service and satisfaction.
C) the discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications.
D) the discrepancy between quality specifications documented in operating and training manuals and plans and their implementation.

Question 12

In SERVQUAL, the instrument for measuring service quality, the concept of assurance is associated with _____.

A) the ability to convey trust and confidence
B) individualized (customized) attention
C) providing consistent service
D) performing a service fast

Question 13

Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement?

A) W. Edwards Deming
B) Joseph Juran
C) Philip Crosby
D) Jack Hillerich

Question 14

Which of the following is NOT considered part of total quality?

A) A focus on customers and stakeholders
B) A process focus
C) Participation and team work
D) Vendor-managed inventory (VMI)

Question 15

Which of the following does NOT fit with Six Sigma implementation?

A) Emphasizing dpmo or epmo as a standard metric
B) Focusing on corporate sponsors responsible for supporting team activities
C) Providing flexibility to demand volume changes and trends
D) Providing extensive training followed by project team deployment

Question 16

ISO 9000:2000 principles consist of all of the following EXCEPT:

A) involvement of people.
B) mutually beneficial supplier relationships.
C) zero defects.
D) system approach to management.

Question 17

Which of the following best describes the definition of quality provided by Joseph Juran?

A) Perfection and consistency in goods and service quality
B) Doing it right the first time
C) Conforming to design specifications
D) Fitness for use

Question 18

Six Sigma efforts use all of the following concepts and methods EXCEPT:

A) process control such as reducing variation.
B) process improvement such as mistake-proofing.
C) large order sizes such as batching.
D) advanced statistical tools such as multiple regression.

Question 19

As a front-desk manager of a mid-market hotel, your shift received 29 customer complaints last week. A total of 428 guests stayed in the hotel over the past week (7 days) with 12 front-desk customer touch points or moments of truth. The epmo is _____.

A) less than 200
B) more than or equal to 200 but less than 400
C) more than or equal to 400 but less than 600
D) more than or equal to 600

Question 20

Which of the following is NOT a part of Philip Crosby's philosophy of quality?

A) Quality means conformance to requirements, not elegance.
B) The only performance standard that matters is profits.
C) There is no such thing as a quality problem.
D) The only performance measurement is the cost of quality, which is the expense of nonconformance.

Question 21

A _____ stratifies the data to more detailed levels at each step eventually isolating the most significant problems.

A) flowchart
B) Pareto diagram
C) cause-and-effect diagram
D) scatter diagram

Question 22

A _____ graphically displays the relationships between different variables.

A) Pareto diagram
B) cause-and-effect diagram
C) scatter diagram
D) control chart

Question 23

Which one of the following statements is TRUE?

A) A Pareto diagram is also called a fishbone diagram.
B) Scrap and rework costs are part of external failure costs.
C) Kaizen focuses on small, frequent, and gradual improvements over the long term, with minimum financial investment.
D) The Juran cycle is named after a famous quality guru and consists of four steps-plan, do, study, and act (PDSA).

Question 24

The most relevant definition of quality for an operations manager is conformance to specifications.

Question 25

A flash drive that fits only one way into an e-device is an example of an application of the _____.

A) kaizen blitz
B) poka-yoke concept
C) Pareto analysis
D) Six Sigma concept

Question 26

Machine downtime is an example of which type of quality cost?

A) Prevention costs
B) Appraisal costs
C) Internal failure costs
D) External failure costs

Question 27

Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service-delivery process.

Question 28

Performance standards in services are analogous to manufacturing specifications.

Question 29

In reference to quality cost classifications, activities such as training and equipment design would fall in _____ category.

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

Question 30

A tool used to show the frequency or number of observations of a particular value or within a specific group is a _____.

A) histogram
B) cause-and-effect diagram
C) scatter diagram
D) flowchart

Question 31

Cause-and-effect diagrams would help most in which phase of the DMAIC problem-solving approach?

A) Define
B) Measure
C) Analyze
D) Control

Question 32

Which of the following is most closely associated with root cause analysis?

A) The 5-Why Technique
B) The DMAIC approach
C) SERVQUAL
D) Zero defects

Question 33

For a certain situation, if the dpmo is given to be 2,812.5, then what is the sigma level for this situation? (Access to Excel is required to answer this question).

A) Less than 2 sigma
B) More than or equal to 2 but less than 3 sigma
C) More than or equal to 3 but less than 4 sigma
D) More than 4 sigma or equal to 5 sigma

Question 34

An internal audit of a hospital's medical laboratory found 108 errors in testing of patient specimens for one month or 30 days. Each day 400 patients were tested using an average of 3.2 tests per patient. What is the dpmo for this situation?

A) Less than 500
B) More than or equal to 500 but less than 1,000
C) More than or equal to 1,000 but less than 2,000
D) More than or equal to 2,000

Question 35

Root cause analysis uses all of the following tools and approaches EXCEPT:

A) The concept of zero defects
B) The Seven Quality Control (QC)Tools
C) The 5-Why Technique
D) The Pareto diagrams

Question 36

A tool used to help determine how a process works and what it is supposed to do is a _____.

A) run chart
B) cause-and-effect diagram
C) scatter diagram
D) flowchart

Question 37

In reference to quality cost classifications, information-systems development costs would normally fall in _____category.

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

Question 38

At a gas station, a diesel pump nozzle that will not fit into a non-diesel automobile is an example of an application of the _____ concept.

A) poka-yoke
B) kaizen blitz
C) process simulation
D) reproducibility

Question 39

Which one of the following statements is FALSE?

A) A cause-and-effect diagram is also called a fishbone diagram.
B) Scrap and rework costs are part of internal failure costs.
C) Kaizen is the process of specifying design specifications for goods and services.
D) The Deming Cycle is named after a famous quality guru and consists of four steps-plan, do, study, and act (PDSA).

Question 40

A tool used for presenting a chain of causes and effects is called a _____.

A) run chart
B) fishbone diagram
C) scatter diagram
D) checksheet

Question 41

Philip. B. Crosby taught his 14 Points to the Japanese in the 1950s and was a principle force in their quality reorganization.

Question 42

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

Question 43

Joseph Juran preached the 14 Points for management in his quality philosophy.

Question 44

ISO 9000:2000 definition of quality system standards is based on the premise that certain generic characteristics of management practice can be standardized and that a well-designed, well-implemented, and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.

Question 45

Empathy relates to the knowledge and courtesy of service providers and their ability to convey trust and confidence.

Question 46

The Deming philosophy focuses on bringing about improvements in product and service quality by reducing uncertainty and variability in goods and services design and associated processes.

Question 47

To get top management's attention about quality issues, it is useful to measure quality in monetary terms rather than from the operational perspective on the number of defects and nonconformances.

Question 48

The term "six sigma" is based on a statistical measure that equates to at most 3.4 errors or defects per million opportunities.

Question 49

ISO 9000:2000 is best used by firms with formal quality systems as a means of refining their quality practices.

Question 50

Costs of recalls and warranty claims are classified as internal failure costs.

Question 51

Corporate sponsors who support Six Sigma activities are typically called "black belts."

Question 52

Zero Defects (ZD) is achieved by identifying defects in production processes and fixing them.

Question 53

The Gap model helps managers to analyze goods and services and the processes that make and deliver them to identify and close the largest gaps and improve performance.

Question 54

The costs associated with maintenance and inspection of instruments are examples of appraisal costs.

Question 55

In the define phase of the Six Sigma problem-solving (DMAIC) approach, teams identify critical-to-quality characteristics (CTQs) that are considered by the customer to have the most impact on quality.

Question 56

ISO 9000:2000 is used only in the United States.

Question 57

W. Edwards Deming proposed a simple definition of quality: "fitness for use" and sought to improve quality by working within the system familiar to managers.

Question 58

The cost of quality refers to the out-of-pocket costs that customers incur if they receive a poor quality good or service.

Question 59

W. Edward Deming believed that productivity would improve by setting numerical quotas.

Question 60

W. Edwards Deming believed that higher quality leads to higher costs and even higher market share.

Question 61

The GAP model recognizes five ways to mismanage the creation and delivery of high levels of quality. Describe each of the five problem areas (GAPS).

Question 62

List the three principles of total quality.

Question 63

Over the last year, 1,100 oral medications were administered at a health clinic. Quality is measured by the proper amount of dosage and the use of the correct drug. In three (3) instances, an incorrect amount was given, and in two (2) instances, the wrong drug was selected. What is the epmo metric?

Question 64

Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they agree and on which they differ.

Question 65

Discuss different ways of defining quality and how these differ for goods and services.

Question 66

Explain the four components of the cost of quality.

Question 67

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the poka-yoke concept.

Question 68

Define root cause and describe root cause analysis.

Question 69

A Pareto diagram helps to understand the relationships between two variables and to verify possible cause and effect hypotheses.

Question 70

Which of the following statements regarding the Sunshine Enterprises case study is TRUE?

A) Sunshine restaurants average about 20 negative customer complaint per 100 customer comments.
B) Given the information in the case, the customer defection rate on an average is below 5 percent.
C) The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants.
D) Poka-yoke (and the Seven Quality Control (QC) Tools) methods could be used to prevent service upsets like the $25 tip error.

Question 71

The Seven QC Tools are designed to be simple so that workers at all levels can use them.

Question 72

An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items. What is the maximum number of defects that could occur during a year if the process is operating at a six-sigma level?

Question 73

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out.

Question 74

What are the Seven Quality Control (QC) Tools and what is their significance in quality improvement? Briefly explain how each tool is used.

Question 75

Because of the amount of resources required, a kaizen blitz is generally performed outside of normal working hours over several weeks or months.

Question 76

A restaurant handles 500 customers every day. The restaurant encounters 25 service upsets during a typical day. The restaurant is open on all seven days of a week. If the restaurant receives 10 complaints per week, what is the epmo measure?

Question 77

Describe the rationale underlying ISO 9000:2000.

Question 78

A control chart is quality control jargon for an ordinary run chart that plots data over time.

Question 79

Discuss Kaizen and how it differs from a kaizen event.

Question 80

Define Six Sigma, and explain the key concepts used to implement a Six Sigma quality initiative.