Question 1

A company is interested in monitoring the average time it takes to serve its customers.An appropriate control chart would be

Accepted Answer

A)    -chart. 
B) p-chart. 
C) c-chart. 
D) R-chart. 
A)    -chart. 
B) p-chart. 
C) c-chart. 
D) R-chart.

Question 2

Which one of the following statements is TRUE?

Accepted Answer

A) Fitness for use is how well a product or service serves its intended market at a price customers are willing to pay. 
B) The quality of service is generally easier to measure than is the quality of manufactured products. 
C) High conformance to quality in manufacturing has no effect on profit margins. 
D) Rework tends to increase lead time and inventory levels maintained in a manufacturing company. 
A) Fitness for use is how well a product or service serves its intended market at a price customers are willing to pay. 
B) The quality of service is generally easier to measure than is the quality of manufactured products. 
C) High conformance to quality in manufacturing has no effect on profit margins. 
D) Rework tends to increase lead time and inventory levels maintained in a manufacturing company.

Question 3

Statistical process control (SPC)uses statistical methods to monitor the quality of output from individual operations along a process.

Accepted Answer

A) True 
 B)False

Question 4

When should complete inspection be used?

Accepted Answer

A) when inspection tests are destructive 
B) when inspection tasks are monotonous 
C) when the cost of product failure is high relative to the inspection costs 
D) when quality is a competitive priority 
A) when inspection tests are destructive 
B) when inspection tasks are monotonous 
C) when the cost of product failure is high relative to the inspection costs 
D) when quality is a competitive priority

Question 5

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 6

________ refers to how well the product or service serves its intended purpose at a price customers are willing to pay.

Accepted Answer

The answer of ________ refers to how well the product...

Question 7

A company is interested in monitoring the number of scratches on Plexiglas panels.The appropriate control chart to use would be

Accepted Answer

A)    -chart. 
B) p-chart. 
C) c-chart. 
D) R-chart. 
A)    -chart. 
B) p-chart. 
C) c-chart. 
D) R-chart.

Question 8

Table 6.1
Factors for Calculating Three-Sigma Limits for the   -chart and R-chart
   Source: 1950 Manual on Quality Control of Materials,copyright
American Society for Testing Materials.Reprinted with permission.
-A milling operation has historically produced an average thickness of 0.005 inch with an average range of 0.0015 inch.Currently,the first three items from each batch of 20 are inspected.Use Table 6.1.What is the value of the UCL   ?

Accepted Answer

A) less than or equal to 0.00200 
B) greater than 0.00200 but less than or equal to 0.00399 
C) greater than 0.00399 but less than or equal to 0.00599 
D) greater than 0.00599 
A) less than or equal to 0.00200 
B) greater than 0.00200 but less than or equal to 0.00399 
C) greater than 0.00399 but less than or equal to 0.00599 
D) greater than 0.00599

Question 9

Which of the quality "gurus" advocated the idea of setting an objective of zero defects to focus on the cost of poor quality (cost of nonconformance)?

Accepted Answer

A) Philip Crosby 
B) Joseph M.Juran 
C) W.Edwards Deming 
D) Walter Shewart 
A) Philip Crosby 
B) Joseph M.Juran 
C) W.Edwards Deming 
D) Walter Shewart

Question 10

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 11

Stable product and service designs help to reduce internal quality problems.

Accepted Answer

A) True 
 B)False

Question 12

For a high-technology product,the lifespan of the product before it begins to deteriorate or no longer functions at an acceptable level is considered the basic performance dimension of quality.

Accepted Answer

A) True 
 B)False

Question 13

Customers define quality in many ways.

Accepted Answer

A) True 
 B)False

Question 14

Which one of the following is a consequence of internal failures?

Accepted Answer

A) increased customer service 
B) increased inventory costs 
C) increased productivity 
D) decreased lead time 
A) increased customer service 
B) increased inventory costs 
C) increased productivity 
D) decreased lead time

Question 15

One of the principles that total quality management (TQM)stresses is process reengineering.

Accepted Answer

A) True 
 B)False

Question 16

One chart commonly used for quality measures based on product or service attributes is the X-bar chart.

Accepted Answer

A) True 
 B)False

Question 17

Historically,the average proportion of defective bars has been 0.015.Samples will be of 100 bars each.Construct a p-chart using z = 3.What is the value of LCL?

Accepted Answer

A) less than or equal to 0.01 
B) greater than 0.01 but less than or equal to 0.02 
C) greater than 0.02 but less than or equal to 0.03 
D) greater than 0.03 
A) less than or equal to 0.01 
B) greater than 0.01 but less than or equal to 0.02 
C) greater than 0.02 but less than or equal to 0.03 
D) greater than 0.03

Question 18

Customers typically define quality as conformance to specifications.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following statements relating to total quality management is TRUE?

Accepted Answer

A) The only effect of internal failure is loss of material. 
B) Poor quality generally does not increase the inventory level or lead times. 
C) To produce 100 good units in a process with a 20 percent defective rate,the company must produce a total of 120 units. 
D) High product quality in manufacturing can have significant market implications for a firm. 
A) The only effect of internal failure is loss of material. 
B) Poor quality generally does not increase the inventory level or lead times. 
C) To produce 100 good units in a process with a 20 percent defective rate,the company must produce a total of 120 units. 
D) High product quality in manufacturing can have significant market implications for a firm.

Question 20

A hotel tracks the number of complaints per month.When the process is in control,there is an average of 35 complaints per month.Assume that a 2-sigma control limit is used.The next four months have 33,27,29,and 43 complaints.What should management do?

Accepted Answer

A) Look for assignable causes because the process is in control. 
B) Look for assignable causes because the process is out of control. 
C) Look for common causes because the process is out of control. 
D) Do nothing;the process is in control. 
A) Look for assignable causes because the process is in control. 
B) Look for assignable causes because the process is out of control. 
C) Look for common causes because the process is out of control. 
D) Do nothing;the process is in control.

Exam 6: Quality and Process Improvement

A company is interested in monitoring the average time it takes to serve its customers.An appropriate control chart would be

Which one of the following statements is TRUE?

Statistical process control (SPC)uses statistical methods to monitor the quality of output from individual operations along a process.

When should complete inspection be used?

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

________ refers to how well the product or service serves its intended purpose at a price customers are willing to pay.

A company is interested in monitoring the number of scratches on Plexiglas panels.The appropriate control chart to use would be

Which of the quality "gurus" advocated the idea of setting an objective of zero defects to focus on the cost of poor quality (cost of nonconformance)?

The cause-and-effect diagram is a method that

Stable product and service designs help to reduce internal quality problems.

For a high-technology product,the lifespan of the product before it begins to deteriorate or no longer functions at an acceptable level is considered the basic performance dimension of quality.

Customers define quality in many ways.

Which one of the following is a consequence of internal failures?

One of the principles that total quality management (TQM)stresses is process reengineering.

One chart commonly used for quality measures based on product or service attributes is the X-bar chart.

Historically,the average proportion of defective bars has been 0.015.Samples will be of 100 bars each.Construct a p-chart using z = 3.What is the value of LCL?

Customers typically define quality as conformance to specifications.

Which of the following statements relating to total quality management is TRUE?

A hotel tracks the number of complaints per month.When the process is in control,there is an average of 35 complaints per month.Assume that a 2-sigma control limit is used.The next four months have 33,27,29,and 43 complaints.What should management do?

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

Waiting Lines

Decision Making

Financial Analysis

Work Measurement

Learning Curve Analysis

Computer-Integrated Manufacturing

Acceptance Sampling Plans

Simulation

Special Inventory Models

Linear Programming

Filters