Question 1

Construct a cause-and-effect diagram for why students arrive to class late.Include at least three reasons for each of the Ms.

Accepted Answer

Student responses should look like the above,with the 4 Ms of Manpower,Machinery,Method,and Material listed.Possible responses include: Manpower- not conditioned to waking up early,I can't wake up at the same time every day,I stay up late the night before sometimes.Machinery- Car failure,Alarm clock reset from power outage,alarm clock turned off by roommate.Method- forgot to set alarm clock,incorrect alarm clock setting (AM vs PM),I could not find the classroom.Material- (these responses can be overlapped with machine answers to some degree)I wore flip flops so I could not walk fast,I could not find a sweater and did not want to go out in the cold,I lacked the proper materials for walking in the snow/ice.

Question 2

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Accepted Answer

A) True 
 B)False  True

Question 3

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

Accepted Answer

A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality. 
A) The hospital uses a wide range of quality management techniques. 
B) The culture of quality at the hospital includes employees at all levels. 
C) The hospital scores very highly in national studies of patient satisfaction. 
D) The hospital's high quality is measured by low readmission rates,not patient satisfaction. 
E) The design of patient rooms,even wall colors,reflects the hospital's culture of quality. D

Question 4

Pareto charts are used to:

Accepted Answer

A) identify inspection points in a process. 
B) outline production schedules. 
C) organize errors,problems,or defects. 
D) show material flow. 
E) show the range of values of a measurement and the frequency with which each value occurs. 
A) identify inspection points in a process. 
B) outline production schedules. 
C) organize errors,problems,or defects. 
D) show material flow. 
E) show the range of values of a measurement and the frequency with which each value occurs.

Question 5

Identify the seven major concepts of TQM.

Accepted Answer

The major concepts of total quality mana

Question 6

Create a Pareto chart for the following mistakes made in grading an exam.

Accepted Answer

The answer of Create a Pareto chart for the following...

Question 7

A Six Sigma program has how many defects per million?

Accepted Answer

A) 3.4 
B) 34 
C) 1000 
D) 6 times the standard deviation 
E) 2700 
A) 3.4 
B) 34 
C) 1000 
D) 6 times the standard deviation 
E) 2700

Question 8

Quality can improve profitability by reducing costs.Which of the following is not an aspect of reduced costs by quality improvements?

Accepted Answer

A) flexible pricing 
B) increased productivity 
C) lower rework and scrap costs 
D) lower warranty costs 
E) All of the above are aspects of reduced costs by quality improvements. 
A) flexible pricing 
B) increased productivity 
C) lower rework and scrap costs 
D) lower warranty costs 
E) All of the above are aspects of reduced costs by quality improvements.

Question 9

The Japanese use the term poka-yoke to refer to continuous improvement.

Accepted Answer

A) True 
 B)False

Question 10

PDCA,developed by Shewhart,stands for which of the following?

Accepted Answer

A) Plan-Do-Check-Act 
B) Plan-Develop-Check-Accept 
C) Problem-Develop Solution-Check-Act 
D) Problem-Do-Continue-Act 
E) Prepare-Develop-Create-Assess 
A) Plan-Do-Check-Act 
B) Plan-Develop-Check-Accept 
C) Problem-Develop Solution-Check-Act 
D) Problem-Do-Continue-Act 
E) Prepare-Develop-Create-Assess

Question 11

Kaizen is a Japanese term meaning:

Accepted Answer

A) a foolproof mechanism. 
B) just-in-time (JIT). 
C) a fishbone diagram. 
D) setting standards. 
E) continuous improvement. 
A) a foolproof mechanism. 
B) just-in-time (JIT). 
C) a fishbone diagram. 
D) setting standards. 
E) continuous improvement.

Question 12

In a sentence or two,summarize the contribution of Philip Crosby to quality management.

Accepted Answer

In his book,Quality Is Free,Crosby point

Question 13

Describe how ISO 9000 has evolved in the past several years.

Accepted Answer

In 2009,the latest modification of the s

Question 14

________ diagrams use a schematic technique to discover possible locations of quality problems.

Accepted Answer

Cause-and-

Question 15

Perform a Pareto analysis on the following information:

Accepted Answer

The answer of Perform a Pareto analysis on the following...

Question 16

Identify the ten determinants of service quality.Describe two of them in a sentence or two each.

Accepted Answer

The ten are reliability,responsiveness,c

Question 17

If a sample of parts is measured and the mean of the measurements is outside the control limits,the process is:

Accepted Answer

A) in control,but not capable of producing within the established control limits. 
B) out of control and the process should be investigated for assignable variation. 
C) within the established control limits with only natural causes of variation. 
D) monitored closely to see if the next sample mean will also fall outside the control limits. 
E) none of the above. 
A) in control,but not capable of producing within the established control limits. 
B) out of control and the process should be investigated for assignable variation. 
C) within the established control limits with only natural causes of variation. 
D) monitored closely to see if the next sample mean will also fall outside the control limits. 
E) none of the above.

Question 18

A checklist is a type of:

Accepted Answer

A) poka-yoke. 
B) kaizen. 
C) kanban. 
D) Pareto chart 
E) flowchart 
A) poka-yoke. 
B) kaizen. 
C) kanban. 
D) Pareto chart 
E) flowchart

Question 19

Techniques for building employee empowerment include:

Accepted Answer

A) building communication networks that include employees. 
B) developing open,supportive supervisors. 
C) moving responsibility from both managers and staff to production employees. 
D) building high-morale organizations. 
E) All of the above are techniques for employee empowerment. 
A) building communication networks that include employees. 
B) developing open,supportive supervisors. 
C) moving responsibility from both managers and staff to production employees. 
D) building high-morale organizations. 
E) All of the above are techniques for employee empowerment.

Question 20

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Accepted Answer

A) True 
 B)False

Exam 6: Quality Management and International Standards

Construct a cause-and-effect diagram for why students arrive to class late.Include at least three reasons for each of the Ms.

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Which of the following statements regarding Arnold Palmer Hospital is FALSE?

Pareto charts are used to:

Identify the seven major concepts of TQM.

Create a Pareto chart for the following mistakes made in grading an exam.

A Six Sigma program has how many defects per million?

Quality can improve profitability by reducing costs.Which of the following is not an aspect of reduced costs by quality improvements?

The Japanese use the term poka-yoke to refer to continuous improvement.

PDCA,developed by Shewhart,stands for which of the following?

Kaizen is a Japanese term meaning:

In a sentence or two,summarize the contribution of Philip Crosby to quality management.

Describe how ISO 9000 has evolved in the past several years.

________ diagrams use a schematic technique to discover possible locations of quality problems.

Perform a Pareto analysis on the following information:

Identify the ten determinants of service quality.Describe two of them in a sentence or two each.

If a sample of parts is measured and the mean of the measurements is outside the control limits,the process is:

A checklist is a type of:

Techniques for building employee empowerment include:

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Operations and Productivity

The Global Environment and Operations Strategy

Managing Projects

Forecasting Demand

Product Design

Process Design

Location Decisions

Layout Decisions

Job Design and Work Measurement

Supply Chain Management

Managing Inventory

Aggregate Scheduling

Material Requirements Planning Mrpand Erp

Scheduling for the Short-Term

Jit,lean Operations,and the Toyota Production System

Maintenance and Reliability Decisions

Sustainability

Statistical Process Control

Capacity Planning

Supply Chain Modeling

Decision Modeling

Linear Programming Models

Transportation Modeling

Queuing Models

Learning Curves

Modeling with Simulation

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