Deck 2: Quality Management

Question 1

The fundamental objective of Six Sigma is to focus on improvement by reducing process variation.

Answer 1

True

Question 2

From the producer's perspective, quality is determined by what the consumer wants and is willing to pay for.

Answer 2

False

Question 3

Deming emphasized final product inspection as a way to improve process quality.

Answer 3

False

Question 4

Deming emphasized the use of statistical quality control techniques to reduce variability in the output of a process.

Question 5

Six Sigma quality uses a statistical measure with a goal that equates to only 3.4 defects per million.

Question 6

The degree to which quality characteristics are designed into the product is known as quality of design.

Question 7

Quality levels in the United States were generally measured in defects per hundred before Six Sigma.

Question 8

To satisfy a customer's quality requirements companies often require the commitment to quality of their suppliers.

Question 9

The Deming Wheel is also known as the plan-do-check-act (PDCA) cycle.

Question 10

Deming advocated continuous process improvement to reduce variability and achieve conformance to design specifications.

Question 11

Deming believed that only suppliers are responsible for improving quality.

Question 12

With Six Sigma, the project team leader is known as a Black Belt.

Question 13

Globalization and foreign competition began to change consumers' attitudes toward quality in the 1950s.

Question 14

Six Sigma is a recognized quality program based strictly on statistical process control.

Question 15

Quality of performance relates to the basic operating characteristics of a product.

Question 16

Companies that have adopted Six Sigma view it as a short-term strategy for incremental quality improvement.

Question 17

With Six Sigma, a teacher and mentor is known as a Green Belt.

Question 18

Most members of a supply chain understand the importance of high quality because they are both customers and suppliers.

Question 19

Some companies enter into long-term relationships with suppliers who in return commit to meet delivery deadlines but not quality targets.

Question 20

How well the product or service does what it is intended to do is known as quality of reliability.

Question 21

Today, total quality management has been displaced by quality management systems.

Question 22

The training and education of all employees on quality improvement is a basic principle of total quality management.

Question 23

All of the following are parts of DMAIC except a) define.
B) measure.
C) analyze.
D) improvise.

Question 24

The degree to which a product meets pre-established standards is known as quality of conformance.

Question 25

Benchmarking involves comparing a company's quality to the best level of quality achieved by another company in the same industry.

Question 26

One principle of total quality management (TQM) is that upper management is solely responsible for providing the leadership for quality.

Question 27

In a general sense the supplier makes the final judgment regarding quality.

Question 28

Statistical process control monitors and controls quality for both qualitative and quantitative variables.

Question 29

Customer complaint costs are an example of external failure costs.

Question 30

Service quality is more directly related to the interaction between customer and employee than is manufacturing quality.

Question 31

Employees' role in quality management is becoming less important due to the implementation of supplier partnerships.

Question 32

McDonald's has a reputation for high-quality service resulting from the application of quality management principles.

Question 33

The dimension of quality related to the lifespan of a product before replacement is known as durability.

Question 34

Two team approaches to quality improvement are quality circles and process improvement teams.

Question 35

Which of the following is not a dimension of quality for a manufactured good?

A) performance
B) reliability
C) courtesy
D) durability

Question 36

The courtesy and competence of the repair person can be one aspect of maintainability.

Question 37

ISO 9000 certification is a major consideration for doing business within the United States Europe Union.

Question 38

Total quality management represents a set of management principles that focus on quality improvement in all the functional areas within a company.

Question 39

The cost of measuring, testing, and analyzing are collectively known as appraisal costs.

Question 40

The probability that a product will operate properly within an expected time frame is known as quality of performance.

Question 41

Which of the following quality tools displays the frequency of data related to a quality problem?

A) Fishbone diagram
B) Histogram
C) Scatter diagram
D) Process flow chart

Question 42

The probability that a product will operate properly within an expected timeframe is the dimension of quality known as

A) durability.
B) reliability.
C) performance.
D) serviceability.

Question 43

W. Edwards Deming's overall philosophy for achieving quality is embodied in

A) his 14 points.
B) his statement of purpose.
C) his use of statistical control.
D) None of these answer choices is correct.

Question 44

The costs associated with developing a quality management system are known as a) training costs.
B) design costs.
C) quality planning costs.
D) information costs.

Question 45

Which of the following quality tools displays the steps in a process on a graph

A) Process flow chart
B) Fishbone diagram
C) Histogram
D) Scatter diagram

Question 46

A production process consists of the following four stages with the average percentage of good quality at each stage as shown How many units must the company put into production each day to achieve a daily yield of 100 good units?

A) approximately 119 units
B) approximately 108 units
C) approximately 106 units
D) approximately 104 units

Question 47

A production process consists of the following four stages with the average percentage of good quality at each stage as shown. What is the daily production yield for the company if daily input is 500 units?

A) 485 units
B) 465 units
C) 407 units
D) 400 units

Question 48

______ failure costs include scrap, rework, and downtime. a) External
B) Internal
C) Process
D) System

Question 49

All of the following are dimensions of quality for manufactured products, except

A) conformance.
B) reliability.
C) durability.
D) feasibility.

Question 50

__________________ advocated continuous improvement to the production process to achieve conformance to specifications and reduce variability.

A) W. Edwards Deming
B) Philip Crosby
C) Kaoru Ishikawa
D) Frederick Taylor

Question 51

A production process consists of the following four stages with the average percentage of good quality at each stage as shown. How many units must the company put into production each day to achieve a daily yield of 350 good units?

A) approximately 430 units
B) approximately 415 units
C) approximately 468 units
D) approximately 361 units

Question 52

The degree to which a product meets pre-established standards is known as

A) conformance.
B) performance.
C) reliability.
D) None of these answer choices is correct.

Question 53

A relationship between a firm and its supplier where the supplier agrees to meet the firms' quality standards and the firm enters into a long-term purchasing agreement with the supplier is known as

A) Outsourcing.
B) vertical integration.
C) partnering.
D) conformance.

Question 54

W. Edwards Deming believed that primary responsibility for quality improvement rested with

A) the firm's employees only.
B) the fIrm's management only.
C) research engineers and consulting statisticians only.
D) both the employees and management of the firm.

Question 55

Modern Inc. manufactures low-cost tables at a processing cost of $80 per table. The company produces 100 units per day and averages 90% good quality resulting in 10% defective items. Fifty percent of the defective units are reworked prior to shipment to Modern's distribution center. What is the product yield?

A) 80
B) 85
C) 90
D) 95

Question 56

Making sure that the product meets the design specifications during production is referred to as

A) quality of design.
B) process capability.
C) fitness for use.
D) quality of conformance.

Question 57

Which of the following quality tools displays the relationship between two variables on a graph

A) Process flow chart
B) Fishbone diagram
C) Histogram
D) Scatter diagram

Question 58

Which of the following quality tools display major causes of poor quality on a graph?

A) Process flow chart
B) Fishbone diagram
C) Histogram
D) Scatter diagram

Question 59

A production process consists of the following four stages with the average percentage of good quality at each stage as shown. What is the daily production yield for the company if daily input is 200 units?

A) 192 units
B) 188 units
C) 184 units
D) 156 units

Question 60

Directly involving employees in the quality management process is referred to as

A) partnering.
B) a quality circle.
C) Six Sigma.
D) participative problem solving.

Question 61

Modern Inc. manufactures low-cost tables at a processing cost of $80 per table. The company produces 100 units per day and averages 90% good quality resulting in 10% defective items. Fifty percent of the defective units are reworked prior to shipment to Modern's distribution center. The rework cost is $10 per unit. If production is increased to 200 units per day, the quality productivity ratio (QPR) is

A) approximately 1.00.
B) approximately 1.10.
C) approximately 1.20.
D) approximately 1.30.

Question 62

A(n) ____________ is the best level of quality achievement in one company that others seek to match or exceed.

A) attribute
B) target value
C) benchmark
D) variable

Question 63

_____________________ is an important measure of service quality that is not difficult to measure.

A) Timeliness
B) Benchmarking
C) Kaizen
D) Participative problem solving

Question 64

The primary means for gathering information from customers and measuring customer satisfaction is

A) a sampling program.
B) a phone interview.
C) feedback from competitors.
D) a survey.

Question 65

The cost of achieving good quality includes

A) prevention costs.
B) internal failure costs.
C) external failure costs.
D) None of these answer choices is correct.

Question 66

Total quality management (TQM) was originated in the 1980s as a _____________ management approach to improve quality.

A) Korean
B) American
C) Japanese
D) European

Question 67

A relationship between a company and a supplier based on mutual quality standards is called

A) sourcing.
B) partnering.
C) sourcing and partnering
D) None of these answer choices is correct.

Question 68

Modern Inc. manufactures low-cost tables at a processing cost of $80 per table. The company produces 100 units per day and averages 90% good quality resulting in 10% defective items. Fifty percent of the defective units are reworked prior to shipment to Modern's distribution center. The rework cost is $10 per unit. If the percent good quality increases from 90% to 95%, the quality productivity ratio (QPR) is

A) approximately 1.20.
B) approximately 1.40.
C) approximately 1.60.
D) approximately 180.

Question 69

A ____________________ is a system that achieves customer satisfaction and complements other company systems.

A) quality management system
B) total quality system
C) quality productivity system
D) None of these answer choices is correct.

Question 70

The customer of ________________ firm(s) interacts directly with the production process.

A) a service
B) a manufacturing
C) both service and manufacturing
D) None of these answer choices is correct.

Question 71

Research has shown that companies achieving high customer satisfaction ratings

A) attract new suppliers.
B) retain existing customers.
C) attract new employees.
D) None of these answer choices is correct.

Question 72

Modern Inc. manufactures low-cost tables at a processing cost of $80 per table. The company produces 100 units per day and averages 90% good quality resulting in 10% defective items. Fifty percent of the defective units are reworked prior to shipment to Modern's distribution center. The rework cost is $10 per unit. If the production cost is decreased to $70 the quality productivity ratio (QPR) is

A) approximately 1.15.
B) approximately 1.25.
C) approximately 1.35.
D) approximately 1.45.

Question 73

Quality costs include the cost of _____________________.

A) achieving good quality
B) poor quality
C) both achieving good quality and generating poor quality
D) None of these answer choices is correct.

Question 74

The cost of achieving poor quality includes

A) prevention costs.
B) appraisal costs.
C) internal failure costs.
D) All of these answer choices are correct.

Question 75

Modern Inc. manufactures low-cost tables at a processing cost of $80 per table. The company produces 100 units per day and averages 90% good quality resulting in 10% defective items. Fifty percent of the defective units are reworked prior to shipment to Modern's distribution center. The rework cost is $10 per unit. If the rework cost is increased to $50 the quality productivity ratio (QPR) is

A) approximately 1.10.
B) approximately 1.15.
C) approximately 1.20.
D) approximately 125.

Question 76

ISO in ISO 9000 is

A) not an acronym for International Organization for Standardization.
B) a word derived from a Greek word meaning equal.
C) both a word derived from a Greek word meaning equal and not an acronym for International Organization for Standardization.
D) None of these answer choices is correct.

Question 77

The Baldridge Award was created in 1987 to _________________ in the U.S.

A) stimulate growth of quality management
B) stimulate economic growth
C) recognize the best quality gurus
D) None of these answer choices is correct.

Question 78

The Six Sigma quality goal is 3.4 defects per ___________________ opportunities.

A) hundred
B) thousand
C) million
D) billion

Question 79

ACSI measures ________________ the goods and services of seven economic sectors.

A) product quality of
B) customer satisfaction with
C) product demand for
D) market share for

Question 80

At the heart of Six Sigma is the ____________________ strategy, a five-step process applied to improvement projects.

A) continuous improvement
B) breakthrough
C) champion
D) None of these answer choices is correct.