Exam 3: Quality and Performance

Thermostats are subjected to rigorous testing before they are shipped to air conditioning technicians around the world. Results from the last five samples are shown in the table. Is the process under control?

Consumers consider five aspects when defining quality. Which one of the following is least likely to be one of these aspects?

Most companies fall short in achieving their quality objectives due to a failure of managing processes.

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

A prime example of an internal failure cost is the:

When is it advantageous to use sampling rather than complete inspection?

MKS Inc., produces meter sticks that have a target length of 100 centimeters with upper and lower specification limits of 100.05 and 99.95 centimeters respectively. They are considering the purchase of a new machine that can hold a process output average exactly to target with a standard deviation of 0.02. Which would their process capability index be if they splurged and purchased the new machine?

Which of the following would be considered an appraisal cost of quality?

A(n) ________ specifies the sample size, the time between successive samples, and decision rules that determine when action should be taken.

Explain the difference between the Baldrige Performance Excellence Program and ISO 9001:2008.

It is not necessary for lower-level employees to be engaged or involved in TQM.

The focus of total quality management is always on the needs of the customer.

________ is the application of statistical techniques to determine if the quality of incoming materials should be accepted or rejected, based on the testing of a sample of parts.

Which one of the following is a potential consequence of external failures?

________ of employees to do their jobs with decision-making autonomy is required for the intersection between employee involvement and continuous improvement.

Table 5.4 The manager of Champion Cooling Company has recently implemented a statistical process control method. The accompanying table shows the recorded temperatures of five different samples of walk-in coolers that were produced in the previous month. -Use the information in Table 5.4. The center line of the R-chart is:

Continuous improvement is a philosophy that:

Provide examples of the three main tenets of total quality management as applied to this operations management course.

People often evaluate the quality of a service on the basis of psychological impressions.

As an operations manager, which definition of quality do you have the most control over?