Question 1

Measuring quality in brief customer interactions is particularly difficult,as each customer's interaction with a company employee has the potential to be personal and unique.Some service firms have attempted to measure the effectiveness of these transient customer interactions using which of the following scales?
A)Excellent,Good,Indifferent,Poor
B)Exceptional,Positive,Neutral,Exasperating
C)Did not meet expectations,Met expectations,Exceeded expectations
D)A point scale awarding one to five-stars based on the interaction
E)Good,Better,Best

Accepted Answer

The scale "Did not meet expectations, Met expectations, Exceeded expectations" is commonly used to measure customer satisfaction and the effectiveness of interactions, as it directly relates to customer expectations and outcomes.

Question 2

Which of the following quality improvement tools is most appropriate for identifying patterns in the data?
A)Cause and effect diagrams.
B)Process flow analysis.
C)Check sheets.
D)Process capability analysis.

Accepted Answer

Check sheets are designed to collect data in a structured manner and allow for easy identification of patterns and trends in the data. Cause and effect diagrams and process flow analysis are better for identifying root causes and understanding the flow of a process, while process capability analysis is used to determine if a process is capable of meeting desired specifications.

Question 3

Effective quality management requires:
A)Data
B)Workers skilled in statistics and math
C)Charismatic leadership
D)Willingness to spend time and money measuring output

Accepted Answer

Effective quality management requires data to analyze and improve processes, ensuring that products or services meet quality standards.

Question 4

A process has been operating very capably with all of its' output falling between the UCL and the LCL.None-the-less,there is some level of variation in the measurements of the output of the process.What is the source of this variation?
A)Less experienced operators
B)Inconsistent raw materials
C)Natural variation
D)Equipment wear and vibration

Accepted Answer

Even if a process is operating within the UCL and LCL, there can still be a level of natural variation present. This is often referred to as common cause variation, which is inherent in any process and cannot be eliminated completely. The other options listed could also contribute to variation, but natural variation is the most likely source in this scenario.

Question 5

Forty samples of 100 are taken,with the total number of defective units being 150.What is the upper control limit of the three sigma (z = 3)p-chart?
A)0.0375
B)0.0945
C)0.165
D)0.793

Accepted Answer

The upper control limit (UCL) for a p-chart is calculated using the formula UCL = p̄ + z√(p̄(1-p̄)/n), where p̄ is the average proportion defective, z is the z-value for the desired confidence level (in this case, 3 for three sigma), and n is the sample size. Here, p̄ = 150/(40*100) = 0.0375, and n = 100. Plugging these values into the formula gives UCL = 0.0375 + 3√(0.0375*(1-0.0375)/100) = 0.0375 + 0.057 = 0.0945.

Question 6

Under what conditions would we be required to recalculate the parameters for an X-bar-R chart?
A)When the first sample mean crosses either the UCL or LCL.
B)When there is hugging observed in the data.
C)When we change the production process.
D)When dealing with a two-shift operation.

Accepted Answer

We would be required to recalculate the parameters for an X-bar-R chart when we change the production process. This is because the new process may have different variability and mean than the previous one, which would affect the control limits of the chart. The other options, such as the first sample mean crossing the control limits or dealing with a two-shift operation, may require investigation and actions but would not necessarily require recalculation of the chart parameters. Hugging observed in the data may indicate a lack of variation but would not invalidate the current chart parameters.

Question 7

A packaging plant is running a filling process where packages are filled with 24 oz.+/- 0.08 oz.A capability study reveals that the process mean is 24 oz.with a standard deviation of 0.02 oz.What is the capability of the packaging line?
A)0.67
B)1.33
C)0.50
D)1.50

Accepted Answer

To calculate the capability of the packaging line, we use the formula Cp = (Upper Specification Limit - Lower Specification Limit) / (6 * Standard Deviation).
In this case, the Upper Specification Limit (USL) is 24.08 oz and the Lower Specification Limit (LSL) is 23.92 oz (calculated as 24 - 0.08 and 24 + 0.08 respectively). The process mean is 24 oz and the standard deviation is 0.02 oz.
Plugging these values into the formula, we get:
Cp = (24.08 - 23.92) / (6 * 0.02) = 0.016 / 0.12 = 0.133
Since a Cp value of 1 indicates a process is capable of meeting specification limits, a value of 0.133 indicates that the process is not capable. Therefore, the closest option is B) 1.33.

Question 8

Which of the following conclusions does the p data shown below support? P = .10
UCL = 0.2022
LCL = 0.-0154

A)The process is under control
B)The process is showing trending.
C)The process is showing hugging.
D)Except for one point,the process is under control.

Accepted Answer

The answer of Which of the following conclusions does the...

Question 9

We are experiencing a problem where the output of a process keeps shifting over time.If we were to use a histogram to collect and display the resulting data,what type of shape would it most likely display?
A)Bell (normal)distribution
B)Plateau-shaped distribution
C)Bimodal distribution
D)Skewed distribution

Accepted Answer

The answer of We are experiencing a problem where the...

Question 10

Which of the following quality improvement tools is not a particularly good brainstorming tool?
A)Fishbone diagrams
B)Ishikawa chart
C)Cause-and-effect analysis
D)Process capability analysis

Accepted Answer

Process capability analysis is not a particularly good brainstorming tool. It is a statistical tool used to determine if a process is capable of meeting a particular specification or customer requirement. Fishbone diagrams, Ishikawa charts, and cause-and-effect analysis are all quality improvement tools commonly used for brainstorming and identifying potential causes of problems or opportunities for improvement.

Question 11

Which of the following conclusions does the p data shown below support? P = .10
UCL = 0.2022
LCL = 0.-0154

A)The process is under control
B)The process is showing trending.
C)The process is showing hugging.
D)Except for one batch,the process is under control.

Accepted Answer

The answer of Which of the following conclusions does the...

Question 12

You are given the following data for taillight assemblies:  Management has decided that they must do something about the inability of the taillight assemblies to meet the quality specifications.Yet currently they do not know what areas they should look at.To help management in dealing with this issue,which of the following quality control tools would be most appropriate?
A)Histogram
B)Scatterplots
C)Cause-and-effect diagrams
D)Plan-Do-Check-Act

Accepted Answer

Cause-and-effect diagrams, also known as fishbone diagrams or Ishikawa diagrams, are used to identify the possible causes of a problem. In this case, a cause-and-effect diagram could help management identify the various factors that may be contributing to the taillight assemblies' inability to meet quality specifications. Once these factors have been identified, management can prioritize and address them. Histograms, scatterplots, and the Plan-Do-Check-Act cycle are all useful quality control tools, but they are not as well-suited to identifying the root causes of a problem.

Question 13

You are given the following data for taillight assemblies:  Management has decided to carry out a Pareto analysis focusing on problem areas.Which of the following conclusions does the Pareto analysis support?
A)Management should focus attention on either the early morning or late afternoon time periods.
B)Management should focus attention on "inability to meet heat specs" and "scratched lens."
C)The Pareto analysis should not be used since it is inappropriate in this situation.
D)We are receiving faulty lenses from our suppliers.

Accepted Answer

Pareto analysis is a technique used to identify the most significant problem areas that require attention. It focuses on the 20% of the problems that are causing 80% of the issues. In this case, the Pareto chart shows that "inability to meet heat specs" and "scratched lens" are the top two problems, accounting for more than 80% of the observed defects. Therefore, management should focus its attention on these areas to improve the quality of the taillight assemblies. The other options are not supported by the data provided.

Question 14

Twenty samples of size 8 were taken from a stable process.From past studies of the process,you know that the overall mean is 42.5 and that the average of the samples range is 2.0.What is the upper control limit for the x-bar chart? Use the information contained in the attached chart to determine your answer. 
A)43.25
B)44.50
C)46.22
D)48.50

Accepted Answer

The answer of Twenty samples of size 8 were taken...

Question 15

Forty samples of 100 are taken,with the total number of defective units being 150.What is the lower control limit for the three sigma (z = 3)p-chart?"
A)0.000
B)0.0190
C)0.0375
D)0.0570

Accepted Answer

The answer of Forty samples of 100 are taken,with the...

Question 16

A process can be said to be capable when: A)The C_p is greater than 1.5. B)The C_pk is less than 1.0. C)The process is perfectly centered within the specification. D)The C_pk is greater than 1.5.

Accepted Answer

A process is considered capable when its capability index (Cpk) is greater than 1.5, indicating that the process output is well within the specification limits and has a good performance margin.

Question 17

Fifteen samples of size 10 are taken from a stable process.The average of the sample means is 32.8,and the average range of the samples is 1.5.What is the upper control limit for the R chart? Use the information contained in the attached chart. 
A)1.777
B)1.653
C)2.666
D)2.480

Accepted Answer

The answer of Fifteen samples of size 10 are taken...

Question 18

Which of the following conclusions does the p data shown below support? P = .10
UCL = 0.2022
LCL = 0.-0154

A)The process is under control
B)The process is showing trending.
C)The process is showing hugging.
D)Except for batch 13,the process is under control.

Accepted Answer

The answer of Which of the following conclusions does the...

Question 19

To determine whether two variables are related to each other you would use:
A)Scatter diagram
B)Pareto analysis
C)Moment of Truth analysis
D)Histograms
E)Capability analysis

Accepted Answer

Scatter diagrams are used to visualize the relationship between two variables. By plotting the values of each variable as a point on the diagram and looking for patterns, you can determine whether there is a correlation or relationship between the two variables. Pareto analysis, moment of truth analysis, histograms, and capability analysis are not appropriate methods for analyzing relationships between variables.

Question 20

Which of the following types of control charts would be most appropriate if the data that we are dealing with is binary in nature (good/bad,pass/fail,accept/reject)?
A)p attribute chart.
B)Xbar-R chart.
C)Cp/Cpk.
D)Histogram.

Accepted Answer

An attribute chart, also known as a p-chart, is specifically designed for data that is binary in nature (good/bad, pass/fail, accept/reject). It is used to monitor the proportion of defectives in a sample or process over time.

Quiz 15: A: Advanced Methods for Project Scheduling

Which of the following quality improvement tools is most appropriate for identifying patterns in the data?

Effective quality management requires:

A process has been operating very capably with all of its' output falling between the UCL and the LCL.None-the-less,there is some level of variation in the measurements of the output of the process.What is the source of this variation?

Forty samples of 100 are taken,with the total number of defective units being 150.What is the upper control limit of the three sigma (z = 3) p-chart?

Under what conditions would we be required to recalculate the parameters for an X-bar-R chart?

A packaging plant is running a filling process where packages are filled with 24 oz.+/- 0.08 oz.A capability study reveals that the process mean is 24 oz.with a standard deviation of 0.02 oz.What is the capability of the packaging line?

Which of the following conclusions does the p data shown below support? P = .10 UCL = 0.2022 LCL = 0.-0154

We are experiencing a problem where the output of a process keeps shifting over time.If we were to use a histogram to collect and display the resulting data,what type of shape would it most likely display?

Which of the following quality improvement tools is not a particularly good brainstorming tool?

Which of the following conclusions does the p data shown below support? P = .10 UCL = 0.2022 LCL = 0.-0154

You are given the following data for taillight assemblies: Management has decided to carry out a Pareto analysis focusing on problem areas.Which of the following conclusions does the Pareto analysis support?

Forty samples of 100 are taken,with the total number of defective units being 150.What is the lower control limit for the three sigma (z = 3) p-chart?"

A process can be said to be capable when:

Fifteen samples of size 10 are taken from a stable process.The average of the sample means is 32.8,and the average range of the samples is 1.5.What is the upper control limit for the R chart? Use the information contained in the attached chart.

Which of the following conclusions does the p data shown below support? P = .10 UCL = 0.2022 LCL = 0.-0154

To determine whether two variables are related to each other you would use:

Which of the following types of control charts would be most appropriate if the data that we are dealing with is binary in nature (good/bad,pass/fail,accept/reject) ?