Deck 16: Total Quality Management

Question 1

Which of the following is/are included in the cost of preventing poor quality?

A) operator training
B) final inspection
C) warranty charges
D) all the above are included in the costs of preventing poor quality
E) none of the above is included in the costs of preventing poor quality

Answer 1

A

Question 2

The costs of controlling quality include which of the following?

A) prevention and appraisal costs
B) prevention and process control costs
C) appraisal and process control costs
D) any of the above
E) none of the above

Answer 2

A

Question 3

Which of the following statements is true regarding sample inspection?

A) acceptance sampling requires 100% inspection
B) one reason to sample inspect is because of human error
C) the sample should be taken from the last parts produced because there is less chance of error
D) there is no risk to either the consumer or producer

Answer 3

B

Question 4

Which of the following statements is best regarding performance measures?
I) They are not necessary for performance improvement.
II) They should be appropriate and useful.
III) They should be simple and easy for users to understand.

A) I and II only
B) I and III only
C) II and III only
D) all the above

Question 5

Which of the following statements is true if the standard deviation of a process is .02 and the average is 1?

A) about 68.3% of the output will be within 1± .02
B) the specification limits are ± .02
C) the upper control limit is 1.02
D) all the above are true
E) none of the above is true

Question 6

Which of the following statements is correct regarding acceptance sampling?

A) sample inspection is 100% accurate
B) the consumer's risk is that a lot with less than the acceptable number of defects will be accepted
C) The producer's risk is that a batch with more than the acceptable number of defects will be rejected
D) The cost of the sampling plan must be balanced against the consumer's risk and the producer's risk
E) Lots are accepted when the consumer's risk equals the producer's risk

Question 7

Which of the following statements is best regarding process variation?
I) All variation is due to chance.
II) Random variation is inherent in the process.
III) Assignable variation is due to a specific cause.

A) I and II are true
B) I and III are true
C) II and III are true
D) I only is true
E) II only is true

Question 8

Which of the following can be used to describe the spread of the pattern of variability?

A) arithmetic mean
B) average
C) range
D) upper control limit
E) none of the above

Question 9

Which of the following statements is best?
I) The capability of a process is related to the product specification limits.
II) Quality does not depend on the process used.
III) Defects can only be produced by a shift in the mean.

A) I only is true
B) I and III only are true
C) I and III only are true
D) all the above are true
E) none of the above is true

Question 10

Which of the following statements regarding TQM is best?
I) TQM is organization wide and everyone's responsibility
II) Customer focus is not a requirement of TQM.
III) Only junior management is involved in TQM.

A) I only is true
B) II only is true
C) III only is true
D) I and II only are true
E) all the above are true

Question 11

The cost of failure to control quality includes which of the following?

A) scrap, rework and spoilage
B) warranty charges
C) returned materials
D) all the above
E) none of the above

Question 12

Which of the following statements is best if a process has a Cpk of between 1 and 1.33?

A) the process is not capable
B) the process is marginal
C) the process is capable
D) none of the above is true

Question 13

Which of the following statements is best if a process has a capability index (Cp) of 0.83?

A) the process is capable
B) the process is not capable
C) cannot tell whether the process is capable or not from the information
D) the product specifications are adequate

Question 14

Which of the following statements is correct regarding control charts?
I) Specification limits are the same as control limits
II) If there is no assignable cause of variation the process is in control
III) A shift in the or average will show up on the X portion of the X and R chart

A) I and II are true
B) I and III are true
C) II and III are true
D) all the above are true
E) none of the above is true

Question 15

The purpose of process control is to:

A) make sure the process does not stop
B) self-correct the process
C) to show when there is a high probability of an assignable cause for defect
D) to help designers develop the steps to automate a process
E) all the above

Question 16

Which of the following statements is best?

A) the basic quality level of a product is specified by senior management
B) manufacturing is responsible for meeting at least the minimum specifications of the product
C) the product designer builds the quality level into the product by design and specification
D) all the above are true
E) a and b are true

Question 17

Giving people the authority to make decisions and take action in their work areas is called which of the following?

A) teamwork
B) organizational skills
C) empowerment
D) any of the above
E) none of the above

Question 18

The permissible limits of deviation from the desired amount is called which of the following?

A) spread
B) tolerance
C) control limits
D) process capability

Question 19

Random variation in a process can be caused by which of the following?

A) people
B) machinery
C) materials
D) all the above
E) none of the above

Question 20

Which of the following is NOT a basic concept of total quality management?

A) customer focus
B) competitive supplier bidding
C) continuous process improvement
D) performance measures
E) involvement of the total workforce

Question 21

ISO 9000:2015 is designed as:

A) a complete set of documentation to run any business
B) a process approach to management
C) a 12 step process
D) a method of sampling to prevent defects in any process
E) a set of technical standards to establish inspection limits

Question 22

The specification for the cut length of a board is 12 inches ± .5 inches. A sample of boards showed an average length of 11.8 inches and a standard deviation of .1 inches. The Cp for this process is:

A) 5
B) 2
C) 2.33
D) 1.67
E) 1

Question 23

Which of the following statements is true concerning ISO 9000 standards?
I) They are intended to prevent nonconformities during all stages of inspection
II) There is only one ISO 9000 standard and it only applies to manufacturing.
III) They describe the fundamental concepts of a quality management system.

A) I only is true
B) II only is true
C) III only is true
D) I and II are true
E) All of the above are true

Question 24

Six Sigma:

A) Is only applicable if a process is repetitive.
B) Is an offshoot of the 5-S program.
C) Is an award sponsored by the Malcolm Baldridge Foundation.
D) Is about more than measurement of parts production.

Question 25

Six Sigma is a strategy designed to:

A) Reduce defects.
B) Measure the capability of the quality function.
C) Calculate productivity.
D) Increase the total output of processes.
E) None of the above.

Question 26

The voice of the customer is:

A) The response heard from market promotions
B) An expression for customer wants.
C) The communication method used for network marketing.
D) A measure of capability of a process.

Question 27

QFD is an acronym for:

A) Quality Function Deployment.
B) Quality For Design.
C) Quality Forms Development
D) Quality through Frequent Delivery

Question 28

A process has been sampled and it is found to have a Cpk on the upper side of 2.4 and a Cpk on the lower side of 1.4. The Cp for this process would be:

A) 2
B) 1.9
C) 3.8
D) 4.8
E) The value of the process mean is needed to solve this problem.

Question 29

Which of the common quality decision making techniques compares products to the competition?

A) Fishbone diagrams
B) Six Sigma
C) Quality Function Deployment
D) Statistical Process Control
E) Product sampling inspection

Question 30

An international standard to assist organizations in contributing to sustainable development through an understanding of social responsibility is:

A) ISO 26000:2010
B) ISO 9000:2015
C) ISO 9001:2015
D) ISO 14001:2015

Question 31

Which of the following quality processes is part of QFD?

A) House of quality
B) Statistical Process Control
C) Lean
D) ISO:9000:2015
E) Quality for delivery

Question 32

Under which of the following conditions is acceptance sampling appropriate?

A) testing of the product is destructive
B) time is available for 100% inspection
C) the sample can be taken from the top of the batch
D) the batch to be sampled is small
E) sampling is a natural part of the process

Question 33

The specification for the cut length of a board is 12 inches ± .5 inches. A sample of boards showed an average length of 11.8 inches and a standard deviation of .1 inches. The Cpk for this process is:

A) 7
B) 3
C) 2.33
D) 1
E) .42

Question 34

A House of Quality is used to:

A) Organize a company into departments focusing on quality.
B) Structure the engineering team.
C) Translate customer needs into design specifications.
D) Calculate specifications for desired cost reductions.
E) Calculate capability of a process to meet customer specifications.

Question 35

The Top Six Sigma project managers are known as:

A) Black Belts
B) White Hats
C) Best-In-Class
D) World Class
E) Biero

Question 36

Which of the following statements is true concerning benchmarking?

A) it seeks improvement by analyzing the internal process
B) it studies only organizations in the same industry
C) it studies the "best in class" organizations
D) it is a process for determining performance measures for the shop floor