Question 1

The "hub" or centre of the TQM Wheel is customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 2

Table 6.2
Observation Number
 $$\begin{array} { | c | c | c | c | c | c | } 
\hline \begin{array} { c } 
\text { Sample } \
\text { Number }
\end{array} & 1 & 2 & 3 & 4 & 5 \
\hline 1 & 10.1 & 10.6 & 9.8 & 9.9 & 10.9 \
2 & 9.7 & 9.5 & 10.3 & 9.9 & 10.5 \
3 & 10.1 & 10.7 & 9.2 & 10.0 & 10.1 \
4 & 9.9 & 9.8 & 10.5 & 10.4 & 10.1 \
5 & 10.4 & 10.1 & 10.9 & 9.9 & 10.3 \
\hline
\end{array}$$
-Using Table 6.2,the sample values represent service times in minutes.For the R-chart,what is the value of UCLR?

Accepted Answer

A)  less than or equal to 0.90 
B)  greater than 0.90 but less than or equal to 0.99 
C)  greater than 0.99 but less than or equal to 1.99 
D)  greater than 1.99 
A)  less than or equal to 0.90 
B)  greater than 0.90 but less than or equal to 0.99 
C)  greater than 0.99 but less than or equal to 1.99 
D)  greater than 1.99

Question 3

Samples of 2000 were taken from an encoding machine at a bank over a five-week period.Management is willing to use the historical average for the central line of the chart.
$$\begin{array} { | c | c | } 
\hline \begin{array} { c } 
\text { Sample } \
\text { Number }
\end{array} & \begin{array} { c } 
\text { Proportion } \
\text { Defective }
\end{array} \
\hline 1 & 0.001 \
2 & 0.005 \
3 & 0.006 \
4 & 0.006 \
5 & 0.002 \
\hline
\end{array}$$
Which one of the following would be the limits for an attribute control chart with z = 2?

Accepted Answer

A) UCL > 0.010 and LCL > 0.001 B) UCL > 0.010 and LCL 0.001 D) UCL < 0.010 and LCL < 0.001 A) UCL > 0.010 and LCL > 0.001 B) UCL > 0.010 and LCL 0.001 D) UCL < 0.010 and LCL < 0.001

Question 4

Quality function deployment (QFD)is a key to improving quality through TQM because

Accepted Answer

A)  it is a method to optimally locate inspection stations in a manufacturing plant. 
B)  it strategically positions the quality function in an organization chart. 
C)  it advocates functional silos for greater efficiency. 
D)  it is a means of translating customer requirements into the appropriate technical requirements of a product or service. 
A)  it is a method to optimally locate inspection stations in a manufacturing plant. 
B)  it strategically positions the quality function in an organization chart. 
C)  it advocates functional silos for greater efficiency. 
D)  it is a means of translating customer requirements into the appropriate technical requirements of a product or service.

Question 5

The upper and lower specification limits for a component are 0.150 cm.and 0.120 cm.,respectively.The process standard deviation is 0.003 cm.and the process average is 0.138 cm.What conclusion can be drawn?

Accepted Answer

A)  The process is capable. 
B)  The process average is out of statistical control. 
C)  The process is not capable. 
D)  The specifications should be changed to 0.141 and 0.135, respectively. 
A)  The process is capable. 
B)  The process average is out of statistical control. 
C)  The process is not capable. 
D)  The specifications should be changed to 0.141 and 0.135, respectively.

Question 6

Describe and explain the steps necessary for determining the capability of a process.List all data elements that are required for this purpose.

Accepted Answer

Control charts only tell whether any unu

Question 7

What is the fishbone chart?

Accepted Answer

Also called the cause-and-effe

Question 8

The advantage of variable measurements is that they can be quickly counted compared to attribute measurements.

Accepted Answer

A) True 
 B)False

Question 9

The cause-and-effect diagram is a method that

Accepted Answer

A)  was developed by W. Edwards Deming. 
B)  relates a product defect to its potential contributing factors. 
C)  helps management develop quality circles. 
D)  reduces the frequency of product design. 
A)  was developed by W. Edwards Deming. 
B)  relates a product defect to its potential contributing factors. 
C)  helps management develop quality circles. 
D)  reduces the frequency of product design.

Question 10

Benchmarking is a continuous,systematic procedure that measures a firm's products,services,and processes against those of industry leaders.

Accepted Answer

A) True 
 B)False

Question 11

The philosophy behind problem-solving teams is that the people who are directly responsible for making the product or providing the service will be best able to consider ways to solve a problem.

Accepted Answer

A) True 
 B)False

Question 12

Training employees in the methods of continuous improvement would be categorized as an appraisal cost of quality.

Accepted Answer

A) True 
 B)False

Question 13

Assignable causes of variation include any variable-causing factors that can be identified and eliminated.

Accepted Answer

A) True 
 B)False

Question 14

Products never have more than one defect per unit.

Accepted Answer

A) True 
 B)False

Question 15

People often evaluate the quality of a product or service on the basis of ________,such as atmosphere,image,or aesthetics.

Accepted Answer

psychologi

Question 16

The upper and lower specifications for a service are 10 min.and 8 min.,respectively.The process standard deviation is 0.25 min.and the process average is 9 min.What conclusion can be drawn?

Accepted Answer

A)  The process is not capable because the process average is out of control. 
B)  The process is not capable because the process variability is too great. 
C)  The process is capable. 
D)  The specifications should be changed to 9.75 and 8.25, respectively. 
A)  The process is not capable because the process average is out of control. 
B)  The process is not capable because the process variability is too great. 
C)  The process is capable. 
D)  The specifications should be changed to 9.75 and 8.25, respectively.

Question 17

Customers define quality in many ways.

Accepted Answer

A) True 
 B)False

Question 18

Explain the distinction between reliability and durability as aspects of product quality.

Accepted Answer

221)Explain the dist

Question 19

Which one of the following statements is TRUE?

Accepted Answer

A)  Nothing can be done to completely eliminate variation in process output. 
B)  SPC and TQM are one and the same thing. 
C)  Assignable causes of variation are purely random factors that can be assigned to a particular process. 
D)  Common cause of variation are those factors that can be identified as commonly occurring at a particular process. 
A)  Nothing can be done to completely eliminate variation in process output. 
B)  SPC and TQM are one and the same thing. 
C)  Assignable causes of variation are purely random factors that can be assigned to a particular process. 
D)  Common cause of variation are those factors that can be identified as commonly occurring at a particular process.

Question 20

Which one of the following techniques will help management trace customer complaints directly to the operations involved?

Accepted Answer

A)  cause-and-effect diagram 
B)  quality circles 
C)  quality engineering 
D)  specification management 
A)  cause-and-effect diagram 
B)  quality circles 
C)  quality engineering 
D)  specification management

Exam 6: Quality and Process Improvement

The "hub" or centre of the TQM Wheel is customer satisfaction.

Table 6.2 Observation Number Sample Number 1 2 3 4 5 1 10.1 10.6 9.8 9.9 10.9 2 9.7 9.5 10.3 9.9 10.5 3 10.1 10.7 9.2 10.0 10.1 4 9.9 9.8 10.5 10.4 10.1 5 10.4 10.1 10.9 9.9 10.3 -Using Table 6.2,the sample values represent service times in minutes.For the R-chart,what is the value of UCLR?

Quality function deployment (QFD)is a key to improving quality through TQM because

The upper and lower specification limits for a component are 0.150 cm.and 0.120 cm.,respectively.The process standard deviation is 0.003 cm.and the process average is 0.138 cm.What conclusion can be drawn?

Describe and explain the steps necessary for determining the capability of a process.List all data elements that are required for this purpose.

What is the fishbone chart?

The advantage of variable measurements is that they can be quickly counted compared to attribute measurements.

The cause-and-effect diagram is a method that

Benchmarking is a continuous,systematic procedure that measures a firm's products,services,and processes against those of industry leaders.

The philosophy behind problem-solving teams is that the people who are directly responsible for making the product or providing the service will be best able to consider ways to solve a problem.

Training employees in the methods of continuous improvement would be categorized as an appraisal cost of quality.

Assignable causes of variation include any variable-causing factors that can be identified and eliminated.

Products never have more than one defect per unit.

People often evaluate the quality of a product or service on the basis of ________,such as atmosphere,image,or aesthetics.

The upper and lower specifications for a service are 10 min.and 8 min.,respectively.The process standard deviation is 0.25 min.and the process average is 9 min.What conclusion can be drawn?

Customers define quality in many ways.

Explain the distinction between reliability and durability as aspects of product quality.

Which one of the following statements is TRUE?

Which one of the following techniques will help management trace customer complaints directly to the operations involved?

Creating Customer Value through Operations

Supply Chain Management

Process Configuration

Capacity

Inventory Management

Lean Systems

Managing Projects

Location and Layout

Managing Demand and Forecasting

Operations Planning and Scheduling

Resource Planning

Decision Making

Financial Analysis

Work Measurement

Learning Curve Analysis

Computer-Integrated Manufacturing

Acceptance Sampling Plans

Simulation

Special Inventory Models

Linear Programming

Waiting Lines

Filters