OM Ch. 10

TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

TQM is an acronym meaning "total quality measurement."

One tool used in total quality management is the run chart.

One SPC tool used in total quality management is the Pareto chart.

An operational goal of total quality management is the careful design of the product or service.

An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.

An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

Design quality refers to the inherent value of the product in the marketplace.

One of the tools common to all quality efforts is leadership.

In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.

Conformance quality is a strategic decision for a firm.

The Malcolm Baldrige National Quality Award represents the U. S. government's endorsement of quality as an essential part of successful business strategy.

While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.

While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.

A quality guru named Philip Crosby defined quality as fitness for use.

A quality guru named Philip Crosby defined quality as conformance to requirements.

A quality guru named Joseph M. Juran defined quality as fitness for use.

A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.

A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.

Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.

The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.

"Quality at the source" refers to the degree to which a product or service design specifications are met.

Design quality in products refers to the degree to which a product or service design specifications are met.

One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.

Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

A process that is in six-sigma control will produce no more than two defects out of every million units.

An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.

An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.

Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.

W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.

The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.

The term CTQ stands for "Cost Through Quality" which is another way to express Philip Crosby's idea that "Quality is Free."

Design of Experiments (DOE) refers to work done before production of early model prototypes of a new product.

Design of Experiments (DOE) is sometimes referred to as multivariate testing.

The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.

ISO 9000 is primarily concerned with environmental management.

ISO 14000 is primarily concerned with environmental management.

ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit the compliance of those systems with the requirements of the standards.

Variation in production systems that is caused by factors that can be clearly identified and possibly even managed is called assignable variation.

An example of assignable variation in a production system may be that workers are not identically trained.

An example of assignable variation in a production system may be that a machine is not adjusted properly.

Variation that is inherent in a production process itself is called assignable variation.

Variation that is inherent in a production process itself is called common variation.

It is impossible to have zero variability in production processes.

Genichi Taguchi's view of the cost of quality is that variance is a discontinuous function

The capability index is used to gauge economic changes in service systems

Process control is concerned with monitoring quality after the product or service has been produced.

Statistical process control involves testing random samples of output from a process to determine whether the process is producing items within a pre-selected range.

Measurement by attributes means taking a sample, measuring the attribute in question and determining the level of quality in the population from which the sample was drawn.

Attributes are those quality characteristics that are classified as either conforming or not conforming to specification.

A "p chart" has upper and lower control limits expressed as lines on the chart. As long as the sample values fall between these two lines there is no need to investigate process behavior.

The "p chart" is only useful for sampling that deals with continuous variables.

The value for "z" used in quality control charts is based on the degree of confidence you want to have in the resulting UCL and LCL values.

If the fraction defective is 0.12 based on a sample size of 16, the standard deviation used in the "p" chart is about 0.08.

If the fraction defective is 0.4 based on a sample size of 100, the standard deviation used in the "p" chart is about 0.10.

To obtain a 99.7 percent confidence level in a "p" chart we would use a value of 3 for "z".

Acceptance sampling is performed on goods that already exist to determine what percentage of items conforms to specifications.

In acceptance sampling, the number of units in the sample (n) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha) and the probability of accepting a low quality lot (beta).

In acceptance sampling, the value for the acceptance number (c) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha) and the probability of accepting a low quality lot (beta).

AQL stands for accepting questionable lots in production quality management.

LTPD in acceptance sampling stands for "lot tolerance for parts defective."

The Greek letter alpha is associated with consumer's risk.

The probability associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter alpha.

The probability associated with accepting a low quality lot is denoted in acceptance sampling with the Greek letter alpha.

The producer's risk associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter beta.

Total, one-hundred percent, inspection can never be cost justified.

One-hundred percent inspection is justified when the cost of inspection is low

Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.

The capability index (Cpk) calculates the percentage of items being produced within specifications.

The capability index (Cpk) indicates the position of the mean and tails of a process's variance relative to design specifications.

Standard practice in statistical process control for variables is to set control limits so that 95 percent of the sample means will fall within the UCL and the LCL.

In variables sampling the actual measurements of the variable observed are used regardless of whether the unit is good or bad.

The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message? A. Quality is free B. Leadership from senior management C. Customer focus D. Total involvement of the workforce E. Continuous improvement

The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message? A. Fourteen steps for quality management B. Quality is free C. Customer focus D. Zero defects E. Six-sigma

An analytical tool used in six-sigma quality improvement programs is which of the following? A. Leadership B. Continuous improvement C. Quick response D. Partnership diagrams E. Checksheets

Which of the following is not an analytical tool used in six-sigma quality improvement programs? A. Run charts B. Pass charts C. Cause-and-effect diagrams D. Flowcharts E. Pareto charts

A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category? A. Define B. Measure C. Analyze D. Improve E. Control

Which of the following is an analytical tool used in six-sigma quality improvement programs? A. Leadership B. Pareto Charts C. Management by fact D. Continuous improvement E. Kaizen

Which of the following is not an analytical tool used in six-sigma quality improvement programs? A. Flowcharts B. Run charts C. Control charts D. Pareto diagrams E. Decision diagrams

Failure mode and effect analysis is used in six-sigma projects. It involves which of the following? A. Closely examining each rejected part to determine the cause B. A careful sampling plan C. Calculating a risk priority number for each possible failure D. Reporting the effect each failure has had on a customer E. Multivariate testing

Design of experiments is a statistical methodology often used in six-sigma projects. It aims to accomplish which of the following? A. Keep careful track of the occurrences of each possible defect B. Determine the cause and effect relationships between process variables and output C. Report defects to management on a Pareto chart D. Carefully change each individual process variable until the cause of a defect is found E. Eliminate defects by finding out whom or what is causing them

The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means? A. Stimulating foreign based suppliers of American companies to improve quality B. Reporting quality levels among American firms C. Identifying American firms with the most difficult quality problems D. Providing feedback to applicants by the examiners E. Helping Baldrige award winners increase their sales

86. (p. 306) Which of the following are eligible companies to be considered for the Baldrige award? A. Auditing firms B. Offshore suppliers to U. S. companies C. Firms operating only outside the U. S. D. State Government agencies E. None of the above Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit.

Which of the following are not eligible to be considered for the Baldrige Award? A. Small businesses B. Health care organizations C. Educational institutions D. State highway patrol organizations E. Nuclear power plants

The primary purpose of the Malcolm Baldrige National Quality Award is which of the following? A. To encourage the spread of statistical quality control B. To improve human resource development and management in manufacturing C. To help companies review and structure their quality programs. D. To prove that American firms were competitive in quality E. To emphasize the use of quantitative methods in process management

Applicants for the Baldrige Award for total quality management must submit an application of up to 50 pages that details the processes and results of their activities under seven major categories. Which of the following is one of those categories? A. DMAIC B. Analysis and Remember management C. Standardization D. Control E. Inspection protocols

The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following? A. Instituted a six-sigma approach to total quality control B. Demonstrated a high level of product quality C. Demonstrated outstanding quality in their products and processes D. Have a world-class quality control function E. Most significantly improved their product quality levels

Which of the following is not a category reported in applying for the Baldrige Award? A. Corporate leadership B. Use of statistical quality control tools C. Business results D. Consumer and market focus E. Strategic planning

The dimension of design quality that concerns the sensory characteristics of the product is which of the following? A. Features B. Serviceability C. Perceived quality D. Reputation E. Aesthetics

The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following? A. Response B. Serviceability C. Reliability D. Reputation E. Perceived quality

The dimension of design quality that concerns secondary characteristics is which of the following? A. Features B. Serviceability C. Reliability D. Reputation E. Perceived quality

Which of the following is a dimension of design quality? A. Price B. Features C. Color D. Weight E. Quality at the source

Which of the following is a dimension of design quality? A. Aesthetics B. Price C. Quality at the source D. Distribution E. Leadership

Which of the following are basic assumptions that justify an analysis of the costs of quality? A. Failures are caused B. Prevention is more expensive C. Performance can be learned D. Rules of thumb don't always work E. Appraisal costs are less than prevention costs

A cost of quality classification is which of the following? A. Material costs B. Prevention costs C. Variable overhead D. Direct labor E. Inventory costs

Which of the following is the cost of quality classification for costs such as scrap, rework, or repair? A. Appraisal costs B. Prevention costs C. External failure costs D. Internal failure costs E. Rework and wastage

Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable?

Which of the following is the cost of quality classification for costs such as defects that pass through the system, such as customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair? A. Appraisal costs B. Prevention costs C. External failure costs D. Customer return cost E. Workmanship costs

In monitoring process quality we might use which of the following statistics? A. Absolute values B. Percentage deviation from tolerance centers C. "k" values for the sample mean D. Logarithmic control intervals E. Difference between the highest and lowest value in a sample

You have just used the capability index (Cpk) formulas to compute the two values "min [2, 2.5]." Which of the following is the proper interpretation of these numbers? A. The true capability index value is 2.5 B. The mean of the production process has shifted to the left of the design limits C. The mean of the production process has shifted to the right of the design limits D. The mean has not shifted at all E. The true capability index value is between 2 and 2.5

You have just used the capability index (Cpk) formulas to compute the two values "min [1, 1]." Which of the following is the proper interpretation of these numbers? A. The true capability index value is exactly 1 B. The mean of the production process has shifted to the left of the design limits C. The mean of the production process has shifted to the right of the design limits D. The mean has not shifted at all E. None of the above Because the process mean can shift in either direction, the direction of shift and its distance from the design specification set the limit on the process capability. The direction of shift is toward the smaller number.

You have just used the capability index (Cpk) formulas to compute the two values "min [1.5, 1]." Which of the following is the interpretation of these numbers? A. The true capability index value is 1 B. The mean of the production process has shifted to the left of the design limits C. The mean of the production process has shifted to the right of the design limits D. The mean has not shifted at all E. The true capability index value is between 1.5 and 1

Quality control charts usually have a central line and upper and lower control limit lines. Which of the following is not a reason that the process being monitored with the chart should be investigated? A. A large number of plots are close to the upper or lower control lines B. Erratic behavior of the plots C. A single plot falls above or below the control limits D. A change in raw materials or operators E. A run of five above the central line

Quality control charts usually have a central line and upper and lower control limit lines. Which of the following are reasons that the process being monitored with the chart should be investigated? A. A single plot falls above or below the control limits B. Normal behavior C. A large number of plots are on or near the central line D. No real trend in any direction E. A change in raw materials or operators

If there are 120 total defects from 10 samples, each sample consisting of 10 individual items in a production process, which of the following is the fraction defective that can be used in a "p" chart for quality control purposes? A. 120 B. 10 C. 8 D. 1.2 E. 0.8

If there are 400 total defects from 8 samples, each sample consisting of 20 individual items in a production process, which of the following is the fraction defective that can be used in a "p" chart for quality control purposes? A. 400 B. 160 C. 2.5 D. 1.0 E. 0.4 The fraction defective = Total number of defects from all samples/Number of samples x Sample size = 400/(20 x 8) = 2.5. See equation 10.4.

You want to determine the upper control line for a "p" chart for quality control purposes. You take several samples of a size of 100 items in your production process. From the samples you determine the fraction defective is 0.05 and the standard deviation is 0.01. If the desired confidence level is 99.7 percent, which of the following is the resulting UCL value for the line? A. 0.39 B. 0.08 C. 0.06 D. 0.05 E. None of the above

You want to determine the lower control line for a "p" chart for quality control purposes. You take several samples of a size of 50 items in your production process. From the samples you determine the fraction defective is 0.006 and the standard deviation is 0.001. If the desired confidence level is 99.7 percent, which of the following is the resulting LCL value for the line? A. 0.0 B. 0.002 C. 0.003 D. 0.004 E. None of the above

You want to determine the control lines for a "p" chart for quality control purposes. If the desired confidence level is 99 percent, which of the following values for "z" would you use in computing the UCL and LCL? A. 0.99 B. 2 C. 2.58 D. 3 E. None of the above Typically, z = 3 (99.7 percent confidence) or z = 2.58 (99 percent confidence) is used.

You want to determine the control lines for a "p" chart for quality control purposes. If the total number of defects from all samples is 2,500, the number of samples is 100, and the sample size is 50, which of the following would be the standard deviation used in developing the control lines? A. 0.4900 B. 0.2499 C. 0.1556 D. 0.0707 E. 0.02499

You want to determine the control lines for a "p" chart for quality control purposes. If the total number of defects from all samples is 560, the number of samples is 70, and the sample size is 80, which of the following would be the standard deviation used in developing the control lines? A. 0.9000 B. 0.4556 C. 0.0335 D. 0.0011 E. 0.0112 From equation 10.4, the fraction defective = Total number of defects from all samples/(Number of samples x Sample size) = 560/(70 x 80) = 0.1. The standard deviation, then, is calculated from equation 10.5 to equal the square root of the result of the fraction defective times one minus the fraction defective divided by the sample size = square root ((0.1 x 0.9)/80) or 0.0335.

For which of the following should we use a "p" chart to monitor process quality? A. Defective electrical switches B. Errors in the length of a pencil C. Weight errors in cans of soup D. Temperature of entrees in a restaurant E. Letter grades on a final examination

For which of the following should we use a "p" chart to monitor process quality? A. The dimensions of brick entering a kiln B. Lengths of boards cut in a mill C. The weight of fluid in a container D. Grades in a freshman "pass/fail" course E. Temperatures in a classroom In the case of the p chart, the item was either good or bad. Also, (Page 328) Measurement by attributes means taking samples and using a single decision—the item is good or it is bad. Because it is a yes or no decision, we can use simple statistics to create a p chart with an upper control limit (UCL) and a lower control limit (LCL).

With which of the following should we use an "X-bar" chart based on sample means to monitor process quality? A. Grades in a freshman "pass/fail" course B. Tire pressures in an auto assembly plant C. Vehicles passing emissions inspection D. Computer software errors E. Number of units with missing operations

Which of the following should we use an "R" chart to monitor process quality? A. Grades in a freshman "pass/fail" course B. Tire pressures in an auto assembly plant C. Vehicles passing emissions inspection D. Computer software errors E. Number of units with missing operations

Which of the following should we use an "R" chart to monitor process quality? A. Weighing trucks at a highway inspection station to determine if they are overloaded B. Deciding whether an airliner has sufficient fuel for its trip C. Student grades measured from 1 to 100 D. Determining whether vehicles from a motor pool will run E. Determining the accuracy of a forecast of "snow"

You are developing an "X-bar" chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99.7 percent, and the average of the sample means is 24. Which of the following is your UCL? A. 36 B. 24 C. 12 D. 4 E. None of the above

You are developing an "X-bar" chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99 percent, and the average of the sample means is 20. Which of the following is your LCL? A. 36 B. 24 C. 9.68 D. 16.79 E. 30.32

You want to develop a three-sigma "R" chart. You know the average range is 5 based on several samples of size 10. Which of the following is the resulting UCL? A. 20.9 B. 8.9 C. 7.02 D. 5 E. 3.1

You want to develop a three-sigma "R" chart. You know the average range is 12 based on several samples of size 6. Which of the following is the resulting LCL? A. 20.0 B. 18.3 C. 7.02 D. 5.6 E. 0.0 From equation 10.18, R-bar = 12, n = 6, D3 = 0. LCL = D3 x R-bar = 0 x 12 = 0.0.

If you are going to develop an "X-bar" chart based on range statistics and you are using a sample size of 12 for your charting purposes. Which of the following is the A2 factor for the "X-bar" chart? A. 0.37 B. 0.31 C. 0.27 D. 0.22 E. 0.18

If you are going to develop an "R" chart based on range statistics and you are using a sample size of 9 for your charting purposes. Which of the following is the lower control limit D3 factor for the chart? A. 0.08 B. 0.14 C. 0.18 D. 0.22 E. 0.29

The National Quality Award in the United States is named what?

What are expenditures related to achieving product or service quality including the costs of appraisal and prevention of defects called?

Why were ISO-9000 and ISO 14000 standards developed?

Which quality guru states that the correct cost for a well-run quality management program should be under 2.5 percent of sales?

The term CTQ is used in which portion of the DMAIC methodology?

What does the acronym "CTQ" stand for?

ISO 9000 is primarily concerned with what?

ISO 14000 is primarily concerned with what?

If the fraction defective is 0.12 based on a sample size of 16, what is the standard deviation to be used when constructing a "p" chart?

If the fraction defective is 0.4 based on a sample size of 100, what is the standard deviation used in constructing the "p" chart?

You want to determine the control lines for a "p" chart for quality control purposes. If the total number of defects from all samples is 2,000, the number of samples is 100, and the sample size is 50, what would be the standard deviation used in developing the control lines?

You want to determine the control lines for a "p" chart for quality control purposes. If the total number of defects from all samples is 560, the number of samples is 70, and the sample size is 80, what would be the standard deviation used in developing the control lines?

You are developing an "X-bar" chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99.7 percent, and the average of the sample means is 24. What is your UCL?

You are developing an "X-bar" chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99 percent, and the average of the sample means is 20. What is your LCL?

You want to develop a three-sigma "R" chart. You know the average range is 5 based on several samples of size 10. Which of the following is the resulting UCL?

You want to develop a three-sigma "R" chart. You know the average range is 12 based on several samples of size 6. Which of the following is the resulting LCL?

What is the symbol designating the capability index?

In acceptance sampling, how large is the effect of the size of the lot that the sample is taken from on the size of the sample that should be drawn?

You have 75 total defects from 100 different samples of 15. What is p-bar?

Lots are defined as low quality when the percentage of defective units is greater than what?

What does it mean when we say that a process is capable?

Explain the difference between producer's risk and consumer's risk in acceptance sampling.

What is the difference between the concepts of design quality and conformance quality?