Question 1

Concept engineering leaves a strong audit trail back to the voice of the customer.

Accepted Answer

A) True 
 B)False  True

Question 2

The purpose of DFMEA is all of the following except:

Accepted Answer

A)  to recommend corrective design actions. 
B)  to estimate the effect and seriousness of the failure. 
C)  to identify all the ways in which a failure can occur. 
D)  to act as the "voice of the customer" in product design. 
A)  to recommend corrective design actions. 
B)  to estimate the effect and seriousness of the failure. 
C)  to identify all the ways in which a failure can occur. 
D)  to act as the "voice of the customer" in product design. D

Question 3

What are the three other houses of quality?

Accepted Answer

Three other houses of quality are used to deploy the voice of the customer to component parts characteristics, process planning, and production planning. These are:
Technical features deployment matrix, which translates technical features of the final product into design requirements for critical components;
Process plan and quality control charts, which translate component features into critical process and product parameters and control points for each; and
Operating instructions, which identify operations to be performed by plant personnel to assure that important process and product parameters are achieved.

Question 4

What are the enablers or agility?

Accepted Answer

Enablers of agility include close relati

Question 5

Which of the following is not a component of a control system?

Accepted Answer

A)  A standard 
B)  A flow of authority to enforce the standards 
C)  A means of measuring accomplishment 
D)  A comparison of actual results with the standard 
A)  A standard 
B)  A flow of authority to enforce the standards 
C)  A means of measuring accomplishment 
D)  A comparison of actual results with the standard

Question 6

If the variation in the process is due to _____ alone, the process is said to be in statistical control.

Accepted Answer

A)  random causes 
B)  common causes 
C)  special causes 
D)  environmental causes 
A)  random causes 
B)  common causes 
C)  special causes 
D)  environmental causes

Question 7

In the House of Quality, the symbol "?" denotes a weak relationship.

Accepted Answer

A) True 
 B)False

Question 8

The design of a process begins with the:

Accepted Answer

A)  operations manager. 
B)  QFD department. 
C)  customer. 
D)  process owner. 
A)  operations manager. 
B)  QFD department. 
C)  customer. 
D)  process owner.

Question 9

Design for Six Sigma consists of four principal activities. Which of the following is not one of them?

Accepted Answer

A)  Concept development 
B)  Design development 
C)  Design maximization 
D)  Design verification 
A)  Concept development 
B)  Design development 
C)  Design maximization 
D)  Design verification

Question 10

Which of the following statements is true about various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?

Accepted Answer

A)  A railroad is high in labor intensity but low on the other two dimensions. 
B)  An interior design service would be low in all three dimensions. 
C)  A hair-stylist would be high in all three dimensions. 
D)  A fast-food restaurant would be high in customization and customer contact, but low in labor intensity. 
A)  A railroad is high in labor intensity but low on the other two dimensions. 
B)  An interior design service would be low in all three dimensions. 
C)  A hair-stylist would be high in all three dimensions. 
D)  A fast-food restaurant would be high in customization and customer contact, but low in labor intensity.

Question 11

Which of the following is not an operational problem created by excessive variation?

Accepted Answer

A)  Variation increases unpredictability. 
B)  Variation increases capacity utilization. 
C)  Variation makes it difficult to find root causes. 
D)  Variation makes it difficult to detect potential problems early. 
A)  Variation increases unpredictability. 
B)  Variation increases capacity utilization. 
C)  Variation makes it difficult to find root causes. 
D)  Variation makes it difficult to detect potential problems early.

Question 12

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of:

Accepted Answer

A)  management. 
B)  quality control team. 
C)  the process owner. 
D)  the supervisor. 
A)  management. 
B)  quality control team. 
C)  the process owner. 
D)  the supervisor.

Question 13

Which of the following is not one of the principles of statistical thinking?

Accepted Answer

A)  Processes have quantifiable and nonquantifiable variations. 
B)  All work occurs in a system of interconnected processes. 
C)  Variation exists in all processes. 
D)  Understanding and reducing variation are keys to success. 
A)  Processes have quantifiable and nonquantifiable variations. 
B)  All work occurs in a system of interconnected processes. 
C)  Variation exists in all processes. 
D)  Understanding and reducing variation are keys to success.

Question 14

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _____ and _____ respectively.

Accepted Answer

A)  a weak relationship; a strong relationship 
B)  a very strong relationship; a weak relationship 
C)  a strong relationship; a weak relationship 
D)  a very strong relationship; a strong relationship 
A)  a weak relationship; a strong relationship 
B)  a very strong relationship; a weak relationship 
C)  a strong relationship; a weak relationship 
D)  a very strong relationship; a strong relationship

Question 15

Describe a control chart.

Accepted Answer

A control chart displays the state of co

Question 16

Customer errors in preparation arise when customers do not remember steps in the process or to follow instructions.

Accepted Answer

A) True 
 B)False

Question 17

Customer errors at the resolution stage of a service encounter include all of the following except:

Accepted Answer

A)  failure to signal service inadequacies. 
B)  follow instructions. 
C)  learn from experience. 
D)  execute appropriate postencounter actions. 
A)  failure to signal service inadequacies. 
B)  follow instructions. 
C)  learn from experience. 
D)  execute appropriate postencounter actions.

Question 18

Which of the following is not a type of house of quality?

Accepted Answer

A)  Technical features deployment matrix 
B)  Process plan and quality control charts 
C)  BCG matrix 
D)  Operating instructions 
A)  Technical features deployment matrix 
B)  Process plan and quality control charts 
C)  BCG matrix 
D)  Operating instructions

Question 19

Using DFMEA will reduce external failure costs as well as decrease manufacturing and service delivery problems.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not an example of a quality control parameter for the post office?

Accepted Answer

A)  Response time 
B)  Sorting accuracy 
C)  Time of delivery 
D)  Percentage of express mail delivered on time 
A)  Response time 
B)  Sorting accuracy 
C)  Time of delivery 
D)  Percentage of express mail delivered on time

Concept engineering leaves a strong audit trail back to the voice of the customer.

The purpose of DFMEA is all of the following except:

What are the three other houses of quality?

What are the enablers or agility?

Which of the following is not a component of a control system?

If the variation in the process is due to _____ alone, the process is said to be in statistical control.

In the House of Quality, the symbol "?" denotes a weak relationship.

The design of a process begins with the:

Design for Six Sigma consists of four principal activities. Which of the following is not one of them?

Which of the following statements is true about various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?

Which of the following is not an operational problem created by excessive variation?

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of:

Which of the following is not one of the principles of statistical thinking?

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _ and _ respectively.

Describe a control chart.

Customer errors in preparation arise when customers do not remember steps in the process or to follow instructions.

Customer errors at the resolution stage of a service encounter include all of the following except:

Which of the following is not a type of house of quality?

Using DFMEA will reduce external failure costs as well as decrease manufacturing and service delivery problems.

Which of the following is not an example of a quality control parameter for the post office?

Introduction to Quality and Performance Excellence

Frameworks for Quality and Performance Excellence

Tools and Techniques for Quality Improvement

Competitive Advantage and Strategic Management for Performance Excellence

Quality in Customer-Supplier Relationships

Designing Organizations for Performance Excellence

Quality Teamwork

Engagement, Empowerment, and Motivation

Leadership for Performance Excellence

Performance Excellence and Organizational Change

Filters

Exam 3: Tools and Techniques for Quality Design and Control

Concept engineering leaves a strong audit trail back to the voice of the customer.

The purpose of DFMEA is all of the following except:

What are the three other houses of quality?

What are the enablers or agility?

Which of the following is not a component of a control system?

If the variation in the process is due to _____ alone, the process is said to be in statistical control.

In the House of Quality, the symbol "?" denotes a weak relationship.

The design of a process begins with the:

Design for Six Sigma consists of four principal activities. Which of the following is not one of them?

Which of the following statements is true about various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?

Which of the following is not an operational problem created by excessive variation?

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of:

Which of the following is not one of the principles of statistical thinking?

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _____ and _____ respectively.

Describe a control chart.

Customer errors in preparation arise when customers do not remember steps in the process or to follow instructions.

Customer errors at the resolution stage of a service encounter include all of the following except:

Which of the following is not a type of house of quality?

Using DFMEA will reduce external failure costs as well as decrease manufacturing and service delivery problems.

Which of the following is not an example of a quality control parameter for the post office?

Introduction to Quality and Performance Excellence

Frameworks for Quality and Performance Excellence

Tools and Techniques for Quality Improvement

Competitive Advantage and Strategic Management for Performance Excellence

Quality in Customer-Supplier Relationships

Designing Organizations for Performance Excellence

Quality Teamwork

Engagement, Empowerment, and Motivation

Leadership for Performance Excellence

Performance Excellence and Organizational Change

Filters

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _ and _ respectively.