Question 1

Describe how moment of truth analysis results could be used to improve customer service.

Accepted Answer

The discussion should describe

Question 2

Six sigma results in no more than 3.4 defects per million opportunities.

Accepted Answer

A) True 
 B)False

Question 3

A producer of pharmaceutical packaging materials monitors the dimensions of one of its caps. The grand mean of the process (x double bar) is 1.25 cm. The average process range is .04 cm. The sample size used is 12 units per sample. Compute the upper and lower control limits for the X-bar chart.

Accepted Answer

UCL = 1.25 + (.27 *

Question 4

Describe how a process could be in control, but not capable. Describe how a process could be capable, but not in control.

Accepted Answer

A process could be in control because th

Question 5

The manager of a customer service/claims processing department wants to determine the claims processing capability of the department. Claims usually take a minimum of 5 days to handle. The company has a commitment to handle all claims within 8 days. On the average, claims are processed in 7 days and processing has a standard deviation of 0.5 day.
 a. Compute Cpand Cpkfor the customer service/ claims processing department based on these computations. Should the claims department improve its process?
 b. Using the same data, recompute Cpk, using an average claims processing time of 6 days instead of 7 days.

Accepted Answer

a.
\[\begin{aligned}
C_{p} & =\frac{8-5}

Question 6

A robust design

Accepted Answer

A)  Can perform over a wide range of conditions 
B)  Can outperform its competitors 
C)  Is one that will last a long time 
D)  Has no defects 
A)  Can perform over a wide range of conditions 
B)  Can outperform its competitors 
C)  Is one that will last a long time 
D)  Has no defects

Question 7

Match these items.
-A dimension of product quality

Accepted Answer

A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart 
A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 8

A _____ of 1 or greater is typically considered to be representative of a "capable" uncentered process.

Accepted Answer

The answer of A _____ of 1 or greater is...

Question 9

When determining the upper and lower control limits for X-bar charts, and the process standard deviation is not known, factors from a table and the ______ are used to determine the UCL and LCL values.

Accepted Answer

A)  X-bar 
B)  Range 
C)  Average range 
D)  sample standard deviation 
A)  X-bar 
B)  Range 
C)  Average range 
D)  sample standard deviation

Question 10

Scatter diagrams are helpful in understanding the relationship between changes in a variable measure over time.

Accepted Answer

A) True 
 B)False

Question 11

A way of quantifying the relationship between process control limits and customer specifications is known as a _______ ______.

Accepted Answer

The answer of A way of quantifying the relationship between...

Question 12

Process maps provide a structured approach for illustrating the variability of process outputs.

Accepted Answer

A) True 
 B)False

Question 13

Match these items.
-Experience detractor

Accepted Answer

A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart 
A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 14

A plan that defines procedures to use to save a dissatisfied customer is known as

Accepted Answer

A)  A moment of truth policy 
B)  A recovery plan 
C)  Warranty 
D)  Satisfaction guarantee 
A)  A moment of truth policy 
B)  A recovery plan 
C)  Warranty 
D)  Satisfaction guarantee

Question 15

Match these items.
-Scatter diagram

Accepted Answer

A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart 
A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 16

Monitoring the overall length of the opening in a TV cabinet is an example of an appropriate use of a:

Accepted Answer

A)  P chart 
B)  X-bar chart 
C)  C chart 
D)  Cause and effect diagram 
A)  P chart 
B)  X-bar chart 
C)  C chart 
D)  Cause and effect diagram

Question 17

Match these items.
-A dimension of service quality

Accepted Answer

A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart 
A)  Helps to understand the relationship between changes in a variable measure over time 
B)  Fish-bone diagram 
C)  Used for processes that aren't centered 
D)  Assurance 
E)  One possible result of a moment of truth
F) Used to identify a relationship between two variables
G) Used to get a rough idea of the distribution of the variable
H) Used when a process is centered
I) Reputation
J) A specific type of run chart

Question 18

Which of the following statements is NOT true about process control charts?

Accepted Answer

A)  Process control charts are an important part of statistical process control. 
B)  Process control charts are used to monitor processes to enable conclusions to be drawn about whether . or not the process is in control. 
C)  Process control charts can tell you that the process has changed, even though it has yet to produce a defect. 
D)  In order for a process control chart to be used to prevent defects from occurring, the capability index must be greater than 1. 
A)  Process control charts are an important part of statistical process control. 
B)  Process control charts are used to monitor processes to enable conclusions to be drawn about whether . or not the process is in control. 
C)  Process control charts can tell you that the process has changed, even though it has yet to produce a defect. 
D)  In order for a process control chart to be used to prevent defects from occurring, the capability index must be greater than 1.

Question 19

_____ risk refers to the probability of rejecting a lot that is actually good.

Accepted Answer

The answer of _____ risk refers to the probability of...

Question 20

Which of the following statements is true about Six-Quality Quality?

Accepted Answer

A)  Six sigma simply means that six standard deviations are used in an R-chart instead of three. 
B)  In some environments, six sigma is necessary to provide completed products of acceptable quality. 
C)  With six sigma, the likelihood of a defect occurring due to random variations is equal to .01 percent. 
D)  In Six sigma, the sigma refers to the process mean. 
A)  Six sigma simply means that six standard deviations are used in an R-chart instead of three. 
B)  In some environments, six sigma is necessary to provide completed products of acceptable quality. 
C)  With six sigma, the likelihood of a defect occurring due to random variations is equal to .01 percent. 
D)  In Six sigma, the sigma refers to the process mean.

Describe how moment of truth analysis results could be used to improve customer service.

Six sigma results in no more than 3.4 defects per million opportunities.

A producer of pharmaceutical packaging materials monitors the dimensions of one of its caps. The grand mean of the process (x double bar) is 1.25 cm. The average process range is .04 cm. The sample size used is 12 units per sample. Compute the upper and lower control limits for the X-bar chart.

Describe how a process could be in control, but not capable. Describe how a process could be capable, but not in control.

A robust design

Match these items. -A dimension of product quality

A _____ of 1 or greater is typically considered to be representative of a "capable" uncentered process.

When determining the upper and lower control limits for X-bar charts, and the process standard deviation is not known, factors from a table and the ______ are used to determine the UCL and LCL values.

Scatter diagrams are helpful in understanding the relationship between changes in a variable measure over time.

A way of quantifying the relationship between process control limits and customer specifications is known as a _ .

Process maps provide a structured approach for illustrating the variability of process outputs.

Match these items. -Experience detractor

A plan that defines procedures to use to save a dissatisfied customer is known as

Match these items. -Scatter diagram

Monitoring the overall length of the opening in a TV cabinet is an example of an appropriate use of a:

Match these items. -A dimension of service quality

Which of the following statements is NOT true about process control charts?

_____ risk refers to the probability of rejecting a lot that is actually good.

Which of the following statements is true about Six-Quality Quality?

Introduction: Why Operations Management

Profitability: Business Success From Operations Success

Strategy and Value: Competing Through Operations

Processes: Turning Resources Into Capabilities

Cost: The Price of Value Creation

Quality: Meeting Customer Expectations

Timeliness: Scheduling and Project Management

Supply Chain Management: Managing Business to Business Interactions

Demand Forecasting: Building the Foundation for Resource Planning

Inventory: Managing to Meet Demand

Logistics: Positioning Goods in the Supply Chain

Lean Systems: Eliminating Waste Through the Supply Chain

Capacity: Matching Productive Resources to Demand

Constraint Management: Simplifying Complex Systems

Facilities: Making Location and Layout Decisions

Workforce: Optimizing Human Capital Printed

Filters

Exam 7: Quality Tools: From Process Performance to Process Perfection

Describe how moment of truth analysis results could be used to improve customer service.

Six sigma results in no more than 3.4 defects per million opportunities.

A producer of pharmaceutical packaging materials monitors the dimensions of one of its caps. The grand mean of the process (x double bar) is 1.25 cm. The average process range is .04 cm. The sample size used is 12 units per sample. Compute the upper and lower control limits for the X-bar chart.

Describe how a process could be in control, but not capable. Describe how a process could be capable, but not in control.

A robust design

Match these items. -A dimension of product quality

A _____ of 1 or greater is typically considered to be representative of a "capable" uncentered process.

When determining the upper and lower control limits for X-bar charts, and the process standard deviation is not known, factors from a table and the ______ are used to determine the UCL and LCL values.

Scatter diagrams are helpful in understanding the relationship between changes in a variable measure over time.

A way of quantifying the relationship between process control limits and customer specifications is known as a _______ ______.

Process maps provide a structured approach for illustrating the variability of process outputs.

Match these items. -Experience detractor

A plan that defines procedures to use to save a dissatisfied customer is known as

Match these items. -Scatter diagram

Monitoring the overall length of the opening in a TV cabinet is an example of an appropriate use of a:

Match these items. -A dimension of service quality

Which of the following statements is NOT true about process control charts?

_____ risk refers to the probability of rejecting a lot that is actually good.

Which of the following statements is true about Six-Quality Quality?

Introduction: Why Operations Management

Profitability: Business Success From Operations Success

Strategy and Value: Competing Through Operations

Processes: Turning Resources Into Capabilities

Cost: The Price of Value Creation

Quality: Meeting Customer Expectations

Timeliness: Scheduling and Project Management

Supply Chain Management: Managing Business to Business Interactions

Demand Forecasting: Building the Foundation for Resource Planning

Inventory: Managing to Meet Demand

Logistics: Positioning Goods in the Supply Chain

Lean Systems: Eliminating Waste Through the Supply Chain

Capacity: Matching Productive Resources to Demand

Constraint Management: Simplifying Complex Systems

Facilities: Making Location and Layout Decisions

Workforce: Optimizing Human Capital Printed

Filters

A way of quantifying the relationship between process control limits and customer specifications is known as a _ .