Question 1

The Japanese use the term poka-yoke to refer to continuous improvement.

Accepted Answer

A) True 
 B)False  False

Question 2

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Accepted Answer

A) True 
 B)False  True

Question 3

How is source inspection related to employee empowerment?

Accepted Answer

Source inspection involves the operator ensuring that the job is done properly. These operators are empowered to self-check their own work. Employees that deal with a system on a daily basis have a better understanding of the system than anyone else, and can be very effective at improving the system.

Question 4

Identify the five core elements of ISO 14000.

Accepted Answer

The five core elements of ISO

Question 5

A Six Sigma program has how many defects per million?

Accepted Answer

A)  3.4 
B)  34 
C)  1000 
D)  6 times the standard deviation 
E)  2700 
A)  3.4 
B)  34 
C)  1000 
D)  6 times the standard deviation 
E)  2700

Question 6

A Three Sigma program has how many defects per million?

Accepted Answer

A)  34 
B)  3 
C)  3 times the standard deviation 
D)  2700 
E)  1500 
A)  34 
B)  3 
C)  3 times the standard deviation 
D)  2700 
E)  1500

Question 7

A cause-and-effect diagram helps identify the source of a problem.

Accepted Answer

A) True 
 B)False

Question 8

Calculate the Quality loss function from the following information.
D2 = 2.1
C = $0.87

Accepted Answer

L = 2.1²(0.

Question 9

Pareto charts are used to

Accepted Answer

A)  identify inspection points in a process. 
B)  outline production schedules. 
C)  organize errors, problems, or defects. 
D)  show material flow. 
E)  do all of the above. 
A)  identify inspection points in a process. 
B)  outline production schedules. 
C)  organize errors, problems, or defects. 
D)  show material flow. 
E)  do all of the above.

Question 10

Kaizen is a Japanese term meaning

Accepted Answer

A)  a foolproof mechanism. 
B)  just-in-time (JIT). 
C)  a fishbone diagram. 
D)  setting standards. 
E)  continuous improvement. 
A)  a foolproof mechanism. 
B)  just-in-time (JIT). 
C)  a fishbone diagram. 
D)  setting standards. 
E)  continuous improvement.

Question 11

Poka-yoke is the Japanese term for

Accepted Answer

A)  card. 
B)  foolproof. 
C)  continuous improvement. 
D)  fishbone diagram. 
E)  just-in-time production. 
A)  card. 
B)  foolproof. 
C)  continuous improvement. 
D)  fishbone diagram. 
E)  just-in-time production.

Question 12

The goal of inspection is to

Accepted Answer

A)  detect a bad process immediately. 
B)  add value to a product or service. 
C)  correct deficiencies in products. 
D)  correct system deficiencies. 
E)  reduce appraisal costs. 
A)  detect a bad process immediately. 
B)  add value to a product or service. 
C)  correct deficiencies in products. 
D)  correct system deficiencies. 
E)  reduce appraisal costs.

Question 13

Which of the determinants of service quality involves having the customer's best interests at heart?

Accepted Answer

A)  access 
B)  courtesy 
C)  credibility 
D)  responsiveness 
E)  tangibles 
A)  access 
B)  courtesy 
C)  credibility 
D)  responsiveness 
E)  tangibles

Question 14

A good description of "source inspection" is inspecting

Accepted Answer

A)  materials upon delivery by the supplier. 
B)  the goods at the production facility before they reach the customer. 
C)  the design specifications. 
D)  goods at the supplier's plant. 
E)  one's own work. 
A)  materials upon delivery by the supplier. 
B)  the goods at the production facility before they reach the customer. 
C)  the design specifications. 
D)  goods at the supplier's plant. 
E)  one's own work.

Question 15

Create a Pareto Chart for the following mistakes made in grading an exam.
 $$\begin{array} { | l | l | } 
\hline  { \text { Cause } } & \text { Frequency } \
\hline \text { Incorrect sum } & 35 \
\hline \text { Question marked wrong was right } & 3 \
\hline \text { Question marked right was wrong } & 4 \
\hline \text { Partial credit not consistent } & 58 \
\hline
\end{array}$$

Accepted Answer

The answer of Create a Pareto Chart for the following...

Question 16

When a sample measurement falls inside the control limits, it means that

Accepted Answer

A)  each unit manufactured is good enough to sell. 
B)  the process limits cannot be determined statistically. 
C)  the process output exceeds the requirements. 
D)  if there is no other pattern in the samples, the process is in control. 
E)  the process output does not fulfil the requirements. 
A)  each unit manufactured is good enough to sell. 
B)  the process limits cannot be determined statistically. 
C)  the process output exceeds the requirements. 
D)  if there is no other pattern in the samples, the process is in control. 
E)  the process output does not fulfil the requirements.

Question 17

Quality "lies in the eyes of the beholder" is

Accepted Answer

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 proposed by the American Society for Quality. 
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 proposed by the American Society for Quality.

Question 18

Line employees need the knowledge of TQM tools.

Accepted Answer

A) True 
 B)False

Question 19

A refrigeration and heating company-one that installs and repairs home central air and heating systems-has asked your advice on how to analyse their service quality. They have logged customer complaints. Here's a recent sampling. Use the supplied template to construct a conventional cause-and-effect diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary. 1. "I was overcharged-your labour rates are too high." 2. "The repairman left trash where he was working." 3. "You weren't here when you said you would be. You should call when you must be late." 4. "Your repairman smoked in my house."5. "The part you installed is not as good as the factory original." 6. "Your repairman was here for over two hours, but he wasn't taking his work seriously." 7. "You didn't tighten some of the fittings properly-the system's leaking." 8. "Your estimate of repair costs was WAY off." 9. "I called you to do an annual inspection, but you've done more-work that I didn't authorize." 10. "Your mechanic is just changing parts-he doesn't have a clue what's really wrong." 11. "Your bill has only a total-I wanted to see detail billing." 12. "Your testing equipment isn't very new-are you sure you've diagnosed the problem?"13. "One of the workmen tracked mud into my living room."

Accepted Answer

Individual responses may vary. A typical

Question 20

Calculate the Quality loss function from the following information.
D2 = 3.54
C = $2.61

Accepted Answer

L = 3.54²(2

Exam 6: Managing Quality

The Japanese use the term poka-yoke to refer to continuous improvement.

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

How is source inspection related to employee empowerment?

Identify the five core elements of ISO 14000.

A Six Sigma program has how many defects per million?

A Three Sigma program has how many defects per million?

A cause-and-effect diagram helps identify the source of a problem.

Calculate the Quality loss function from the following information. D2 = 2.1 C = $0.87

Pareto charts are used to

Kaizen is a Japanese term meaning

Poka-yoke is the Japanese term for

The goal of inspection is to

Which of the determinants of service quality involves having the customer's best interests at heart?

A good description of "source inspection" is inspecting

Create a Pareto Chart for the following mistakes made in grading an exam. Cause Frequency Incorrect sum 35 Question marked wrong was right 3 Question marked right was wrong 4 Partial credit not consistent 58

When a sample measurement falls inside the control limits, it means that

Quality "lies in the eyes of the beholder" is

Line employees need the knowledge of TQM tools.

Calculate the Quality loss function from the following information. D2 = 3.54 C = $2.61

Operations and Productivity

Operations Strategy in a Global Environment

Project Management

Forecasting

Design of Goods and Services

Process Strategy and Sustainability

Location Strategies

Layout Strategies

Human Resources, Job Design, and Work Measurement

Supply-Chain Management

Inventory Management

Aggregate Planning

Material Requirements Planning Mrp and Erp

Short-Term Scheduling

Lean Operations

Maintenance and Reliability

Decision-Making Tools

Linear Programming

Transportation Models

Waiting-Line Models

Learning Curves

Simulation

Supply Chain Management Analytics

Sustainability in the Supply Chain

Statistical Process Control

Capacity and Constraint Management

Filters

Calculate the Quality loss function from the following information. D² = 2.1 C = $0.87

Calculate the Quality loss function from the following information. D² = 3.54 C = $2.61