Chapter 6 Managing Quality

28 August 2022
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question
Continuous improvement is based on the philosophy that any aspect of an operation can be improved. Select one: True False
answer
TRUE
Explanation: True. Continuous improvement is based on the philosophy that any aspect of an operation can be improved. This means that there is always room for improvement, no matter how small. Continuous improvement requires a commitment from everyone involved in an operation, from the top down. It also requires a willingness to change, even if it means changing the way things have always been done.
question
Which of the following statements regarding "Six Sigma" is TRUE? Select one: a. The term has two distinct meanings-one is statistical; the other is a comprehensive quality system. b. Six Sigma means that about 94 percent of a firm's output is free of defects. c. The Six Sigma program was developed by Toyota in the 1970s. d. The Six Sigma program is for manufacturing firms and is not applicable to services. e. Six Sigma certification is granted by the International Standards Organization (ISO).
answer
a
question
The "four Ms" of cause-and-effect diagrams are: Select one: a. material, machinery/equipment, manpower, and methods. b. material, methods, men, and mental attitude. c. named after four quality experts. d. material, management, manpower, and motivation. e. mentality, motivation, management, and manpower.
answer
a
Explanation: The four Ms" of cause-and-effect diagrams are:Material: anything that is required in order to carry out a process or activity, including raw materials, consumables, tools, and equipment.Methods: the specific procedures, techniques, and processes that are used to carry out a task or activity.Men: the people who are responsible for carrying out a task or activity.Mental attitude: the mindset or attitude of the people involved in a task or activity."
question
To become ISO 9000 certified, organizations must: Select one: a. document quality procedures. b. have an onsite assessment. c. have an ongoing series of audits of their products or service. d. All of these e. None of these
answer
d
Explanation: To become ISO 9000 certified, organizations must:a. document quality procedures.b. have an onsite assessment.c. have an ongoing series of audits of their products or service.d. All of thesee. None of theseOrganizations must document their quality procedures in order to become ISO 9000 certified. They must also have an onsite assessment by ISO 9000 auditors. Additionally, they must have an ongoing series of audits of their products or service in order to maintain their certification.
question
A successful TQM program incorporates all EXCEPT which of the following? Select one: a. continuous improvement b. employee involvement c. benchmarking d. centralized decision-making authority e. JIT
answer
d
Explanation: A successful TQM program does not necessarily require centralized decision-making authority, as decisions can be made at various levels within an organization. However, a successful TQM program does require continuous improvement, employee involvement, and benchmarking in order to be successful.
question
Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements? Select one: a. flexible pricing b. increased productivity c. lower rework and scrap costs d. lower warranty costs e. All of these are aspects of reduced costs by quality improvements.
answer
a
Explanation: Flexible pricing is not an aspect of reduced costs by quality improvements. The other four options are all aspects of reduced costs by quality improvements.
question
PDCA, developed by Shewhart, stands for which of the following? Select one: a. Plan-Do-Check-Act b. Plan-Develop-Check-Accept c. Problem-Develop Solution-Check-Act d. Problem-Do-Continue-Act e. Prepare-Develop-Create-Assess
answer
a
Explanation: PDCA, also known as the Deming or Shewhart cycle, is an iterative four-step quality management technique used for continuous improvement. The four steps are: 1. Plan: Identify an opportunity or problem and develop a plan to address it.2. Do: Implement the plan and collect data.3. Check: Analyze the data to see if the plan was effective.4. Act: If the plan was effective, continue using it. If not, modify the plan and try again.
question
Poka-yoke is the Japanese term for: Select one: a. card. b. foolproof. c. continuous improvement. d. fishbone diagram. e. just-in-time production.
answer
b
Explanation: Poka-yoke is the Japanese term for foolproof." It is a quality control method that is used to prevent errors and defects in products."
question
Kaizen is a Japanese term meaning: Select one: a. a foolproof mechanism. b. just-in-time (JIT). c. a fishbone diagram. d. setting standards. e. continuous improvement.
answer
e
Explanation: Kaizen is a Japanese term meaning continuous improvement." It is a business philosophy that emphasizes the continuous improvement of all aspects of an organization, from individual workers to processes and products. Kaizen is often used in conjunction with just-in-time (JIT) manufacturing and lean manufacturing."
question
GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle? Select one: a. PDCA b. internal failure costs c. appraisal costs d. cost of poor quality is underestimated e. prevention costs
answer
d
Explanation: This is an example of the cost of poor quality being underestimated. The company did not anticipate the high cost of repairs and replacements, and as a result, they lost money on the deal.
question
A fishbone chart is also known as a: Select one: a. cause-and-effect diagram. b. poka-yoke diagram. c. Kaizen diagram. d. Kanban diagram. e. Taguchi diagram.
answer
a
Explanation:This is an example of the cost of poor quality being underestimated. The company did not anticipate the high cost of repairs and replacements, and as a result, they lost money on the deal.
question
"Making it right the first time" is: Select one: a. an unrealistic definition of quality. b. a user-based definition of quality. c. a manufacturing-based definition of quality. d. a product-based definition of quality. e. the definition of quality proposed by the American Society for Quality
answer
c
question
Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is no longer necessary. Select one: True False
answer
FALSE
Explanation: False. Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas-so that continuous improvement is necessary.
question
Which of the determinants of service quality involves performing the service right the first time? Select one: a. access b. courtesy c. credibility d. reliability e. responsiveness
answer
d
Explanation: d. reliability
question
Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects." Select one: True False
answer
TRUE
question
A Six Sigma program has how many defects per million? Select one: a. 3.4 b. 34 c. 1000 d. 6 times the standard deviation e. 2700
answer
a
Explanation: A Six Sigma program has a maximum of 3.4 defects per million.
question
The philosophy of zero defects is: Select one: a. the result of Deming's research. b. unrealistic. c. prohibitively costly. d. an ultimate goal; in practice, 1 to 2% defects is acceptable. e. consistent with the commitment to continuous improvement.
answer
e
Explanation: The philosophy of zero defects is that any level of defects is unacceptable and that businesses should constantly strive to eliminate all defects in their products and processes. This philosophy is based on the belief that even a small number of defects can have a major impact on the quality of a product or service and that it is therefore important to constantly strive for perfection.However, some critics argue that the philosophy of zero defects is unrealistic and that it is not possible to achieve perfection in any process or product. They also argue that the costs of trying to achieve zero defects are often prohibitive and that it is more realistic to accept that a certain level of defects is inevitable.
question
Pareto charts are used to: Select one: a. identify inspection points in a process. b. outline production schedules. c. organize errors, problems, or defects. d. show material flow. e. show the range of values of a measurement and the frequency with which each value occurs.
answer
c
Explanation: Pareto charts are used to identify inspection points in a process. By identifying inspection points, Pareto charts can help organizations improve their processes by targeting areas that need improvement.
question
Companies with the highest levels of quality are how many times more productive than their competitors with the lowest quality levels? Select one: a. 2 b. 3 c. 4 d. 5 e. None of these because quality has no impact on productivity (units/labor hr.).
answer
d
Explanation: There is no definitive answer to this question as it will vary depending on the specific industry and company. However, in general, companies with the highest levels of quality are usually more productive than their competitors with the lowest quality levels. This is because high-quality products and services are typically more efficient and effective, which leads to higher levels of productivity.
question
Based on his 14 Points, Deming is a strong proponent of: Select one: a. inspection at the end of the production process. b. an increase in numerical quotas to boost productivity. c. looking for the cheapest supplier. d. training and knowledge. e. All of these.
answer
d
Explanation: Deming is a strong proponent of knowledge and training. He believes that workers need to be properly trained in order to be productive. He also believes that inspection at the end of the production process is important in order to ensure quality.