Exam 3: Quality and Performance

A professor,dissatisfied with a product he's purchased,bad mouths the product to his class,resulting in decreased market share (since the students believe everything he tells them).The manufacturer suffers:

"Quality at the source" implies:

The Six Sigma five-step approach contains the elements define,measure,analyze,improve,and control.

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.What is the lower control limit?

Table 5.3 -Samples of 100 checks each were taken at a bank from an encoding machine (which records the amount of a check)over a five-day period.Details are summarized in Table 5.3.If the bank were to use the average proportion defective from these five samples as the central line for a process control chart,what would be the central line?

While acceptance sampling does determine if incoming materials should be accepted or rejected,it does not limit the buyer's risk of accepting bad-quality parts or rejecting good-quality parts.

If a product initially fails to live up to the customer's expectations,which dimension of quality might salvage the sale and the company's reputation?

Acceptance sampling is the application of statistics to determine if the quality of incoming materials should be accepted or rejected.

ISO 14000:2004 is a documentation standard that requires participating companies to keep track of their raw-materials use.

Historically,the average time to service a customer complaint has been 3 days and the standard deviation has been 0.50 day.Management would like to specify the control limits for an chart with a sample size of 10- and 3- sigma limits.The LCL for the chart would be:

Which step of the Six Sigma DMAIC procedure monitors the process to make sure high performance levels are maintained? A)Define B)Measure C)Analyze D)Improve E)Control

Which of these elements is not part of the Deming Wheel?

________ is an approach to teamwork that moves responsibility for decisions farther down the organizational chart-to the level of the employee actually doing the job.

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

A firm's internal program in employee involvement includes which of the following considerations?

Samples of size four were taken from a process that had a target of 25 ounces with upper and lower specification limits of 30 ounces and 20 ounces respectively.Create the appropriate control charts and determine whether the process is in control.Then compute process capability.

________ of variation include any variation-causing factors that can be identified and eliminated.

One of the principles that total quality management (TQM)stresses is customer satisfaction.

The three sigma limits for a process whose distribution conforms to the normal distribution include approximately:

The Baldrige Performance Excellence Program: