Deck 7: Quality Tools: From Process Performance to Process Perfection

Question 1

Quality contributes to product and service value, but is not the only thing that matters.

Answer 1

True

Question 2

American automobile manufacturers have fewer problems per vehicle than Japanese manufacturers.

Answer 2

False

Question 3

There is not logical connection between the DMAIC process of six sigma and the QI story of TQM.

Answer 3

False

Question 4

Process maps provide a structured approach for illustrating the variability of process outputs.

Question 5

Scatter diagrams are helpful in understanding the relationship between changes in a variable measure over time.

Question 6

The Cpkcapability index is used when processes are centered.

Question 7

P-charts are used to monitor defects per part on applications where there can be several defects on a single product.

Question 8

In a sampling plan, consumer risk is indicated by alpha.

Question 9

Six sigma results in no more than 3.4 defects per million opportunities.

Question 10

A graph of a variable on the y axis and time on the x axis is known as

A) A histogram
B) A Pareto chart
C) A run chart
D) A cause and effect diagram

Question 11

A fishbone diagram is also known as

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

Question 12

A process used to separate the relatively few important problems from many unimportant ones is

A) Cause and effect
B) Process control
C) Pareto analysis
D) Flow charting

Question 13

A quality tool that provides a visual means of presenting and understanding process variability is referred to as:

A) Fishbone diagram
B) Histogram
C) Run Chart
D) Process flow chart
E) Cause-and-effect diagram

Question 14

Which of the following statements is NOT true about process control charts?

A) Process control charts are an important part of statistical process control.
B) Process control charts are used to monitor processes to enable conclusions to be drawn about whether . or not the process is in control.
C) Process control charts can tell you that the process has changed, even though it has yet to produce a defect.
D) In order for a process control chart to be used to prevent defects from occurring, the capability index must be greater than 1.

Question 15

Monitoring the overall length of the opening in a TV cabinet is an example of an appropriate use of a:

A) P chart
B) X-bar chart
C) C chart
D) Cause and effect diagram

Question 16

Which of the following statements is true about process capability?

A) The ability of a process to consistently meet customer expectations, demonstrated by the control limits . being inside of the customer specifications, is known as process capability.
B) For processes that aren't centered, the Cp capability index can be used
C) Process capability is often measured using a P chart
D) Process capability can be determined through the use of histograms

Question 17

Which of the following statements is true about acceptance sampling?

A) Acceptance sampling identifies suspect products or components of products without examining all of them.
B) Acceptance sampling is popular because it presumes that a given level of defects is acceptable
C) Acceptance sampling always exposes businesses to possible errors
D) Acceptance sampling does not accept the possibility of defective products being passed on to the customer.

Question 18

Which of the following statements is true about Six-Quality Quality?

A) Six sigma simply means that six standard deviations are used in an R-chart instead of three.
B) In some environments, six sigma is necessary to provide completed products of acceptable quality.
C) With six sigma, the likelihood of a defect occurring due to random variations is equal to .01 percent.
D) In Six sigma, the sigma refers to the process mean.

Question 19

Which of the following conceptual definitions of the Cpk capability index is most accurate?

A) The quantity of the upper customer specification minus the lower specification divided by six sigma.
B) The quantity of the upper customer specification minus the lower specification divided by three sigma.
C)The smallest of the quantity of process mean minus the lower customer specification divided by three sigma or the quantity of the upper customer specification minus the process mean divided by three sigma.
D)The difference between the upper customer specification and the upper control limit plus the difference between the lower customer specification and the lower control limit.

Question 20

When determining the upper and lower control limits for X-bar charts, and the process standard deviation is not known, factors from a table and the ______ are used to determine the UCL and LCL values.

A) X-bar
B) Range
C) Average range
D) sample standard deviation

Question 21

An x-bar chart should always be used in conjunction with a

A) P chart
B) R chart
C) C chart
D) Pareto chart

Question 22

Which of the following would be considered to be a nonrandom pattern on a control chart?

A) 2 out of 3 data points above the grand mean.
B) 5 successive points between -1 and +1 sigma
C) 1 data point above -1 sigma or below +1 sigma
D) 14 points in a row, alternating up and down

Question 23

Which of the following statements is/are true about moment of truth analysis?

A) Moments of truth occur when a customer comes in contact with an organization and judges the quality of service being provided
B) Customers react in five different ways to moments of truth.
C) Close examination of how customers react to moments of truth provides valuable clues as to where . process control charts should be used.
D) Moments of truth have been transformed into "seconds of truth" in high speed organizations.

Question 24

According to Taguchi's loss function

A) As deviation from the target occurs, the cost increases linearly
B) As deviation from the target occurs, the cost increases initially, but there is no further increase
C) As deviation from the target occurs, the cost increases in a quadratic function
D) As deviation from the target occurs, the cost increases slowly, then ceases

Question 25

A robust design

A) Can perform over a wide range of conditions
B) Can outperform its competitors
C) Is one that will last a long time
D) Has no defects

Question 26

A plan that defines procedures to use to save a dissatisfied customer is known as

A) A moment of truth policy
B) A recovery plan
C) Warranty
D) Satisfaction guarantee

Question 27

_______ charts are frequently used to get a rough idea of the distribution of variables.

Question 28

_______ and ______ charts are used when variables are the quality aspect of interest.

Question 29

A _____ of 1 or greater is typically considered to be representative of a "capable" uncentered process.

Question 30

_______ risk occurs when the sample indicates that the lot was good, when in reality it contained more defective products than desired.

Question 31

Moment of truth is based on the belief that customers react in one of _____ different ways to their interactions with the business.

Question 32

When a process is producing non-random patterns, it is said to be out of _______.

Question 33

A way of quantifying the relationship between process control limits and customer specifications is known as a _______ ______.

Question 34

_______ ________ is used to identify suspect products or components without examining all of them.

Question 35

The level of quality in a lot that would be unacceptable to the customer is known as the _____ _____ ______ ______.

Question 36

_____ risk refers to the probability of rejecting a lot that is actually good.

Question 37

Match these items.

-A dimension of product quality

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 38

Match these items.

-Cp

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 39

Match these items.

-Control chart

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 40

Match these items.

-Cause-and-effect diagram

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 41

Match these items.

-Histogram

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 42

Match these items.

-Cpk

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 43

Match these items.

-Scatter diagram

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 44

Match these items.

-Experience detractor

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 45

Match these items.

-A dimension of service quality

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 46

Match these items.

-Run chart

A) Helps to understand the relationship between changes in a variable measure over time
B) Fish-bone diagram
C) Used for processes that aren't centered
D) Assurance
E) One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 47

A company that makes tennis balls controls its production process by periodically taking a sample of 100 balls from the assembly line. Each ball is checked for defective features. P-chart control limits are developed using 3 standard deviations from the mean as the limit. During the last 15 samples taken, the percentage of defective items per sample was recorded as follows:

$\begin{array}{llllllll}.02 & .01 & .03 & .01 & .01 & .02 & .00 & .02 \\ .00 & .01 & .03 & .03 & .02 & .02 & .01 & \end{array}$

Compute the mean percent defective.
a. Compute the UCL and the LCL.

Question 48

A producer of pharmaceutical packaging materials monitors the dimensions of one of its caps. The grand mean of the process (x double bar) is 1.25 cm. The average process range is .04 cm. The sample size used is 12 units per sample. Compute the upper and lower control limits for the X-bar chart.

Question 49

The manager of a customer service/claims processing department wants to determine the claims processing capability of the department. Claims usually take a minimum of 5 days to handle. The company has a commitment to handle all claims within 8 days. On the average, claims are processed in 7 days and processing has a standard deviation of 0.5 day.
a. Compute Cpand Cpkfor the customer service/ claims processing department based on these computations. Should the claims department improve its process?
b. Using the same data, recompute Cpk, using an average claims processing time of 6 days instead of 7 days.

Question 50

Describe the process capability in terms of customer specifications and process variability. Why is process capability important?

Question 51

Describe how a process could be in control, but not capable. Describe how a process could be capable, but not in control.

Question 52

Describe how moment of truth analysis results could be used to improve customer service.