Deck 10: The Tools of Quality

Question 1

The first step in process mapping is to settle on a standard set of process mapping symbols to be used.

Answer 1

True

Question 2

What are the steps involved in process mapping?

Answer 2

A process map is a picture of a process. The first step in many process improvement projects is to create a map of the process as it exists. Steps in process mapping include:
• Settling on a standard set of process mapping symbols to be used.
• Clearly communicating the purpose of the process map to all the individuals involved in the exercise.
• Observing the work being performed by shadowing the workers performing the work.
• Developing a map of the process.
• Reviewing the process map with the employees to make needed changes and adjustments to the process map.
• Develop a map of the improved process.

Question 3

The first step in setting up a ________ is to identify common defects occurring in the process.

A)histogram
B)Pareto chart
C)check sheet
D)control chart
E)process map

Answer 3

C

Question 4

The first step in many process improvement projects is to create a map of the process as it exists.

Question 5

What are the basic process mapping symbols and why is it important to have a standard set of symbols?

Question 6

In a process map, a parallelogram appears whenever materials, forms, or tools enter or leave the process.

Question 7

A SIPOC diagram is useful when it is clear who the customers are and where specifications for inputs do not exist.

Question 8

With reference to the language of process maps, a ________ is used whenever processing takes place.

A)circle
B)triangle
C)diamond
D)rectangle
E)parallelogram

Question 9

________ are data-gathering tools that can be used in forming histograms.

A)Process maps
B)Pareto charts
C)Check sheets
D)Scatter plots
E)Control charts

Question 10

With reference to the language of process maps, a ________ indicates there is a decision to be made.

A)parallelogram
B)rectangle
C)diamond
D)triangle
E)circle

Question 11

A ________ determines the parameters for process improvement.

A)process map
B)check sheet
C)control chart
D)cause-and-effect diagram
E)histogram

Question 12

Check sheets are data-gathering tools that can be used in forming ________.

A)Pareto charts
B)scatter diagrams
C)cause-and-effect diagrams
D)histograms
E)control charts

Question 13

What is the first step in a process improvement project?

A)creating a control chart
B)developing scatter plots
C)developing a histogram
D)creating a process map
E)setting up a check sheet

Question 14

A histogram is a picture of a process.

Question 15

A SIPOC diagram is a special type of ________.

A)control chart
B)process map
C)scatter diagram
D)histogram
E)cause-and-effect diagram

Question 16

In a process map, a rectangle indicates there is a decision to be made.

Question 17

What is the first step in process mapping?

A)developing a map of the process
B)settling on a standard set of process mapping symbols to be used
C)reviewing a draft copy of the process map with the employees
D)observing the work being performed by shadowing the workers performing the work
E)clearly communicating the purpose of the process map to all the individuals involved in the exercise

Question 18

The concept of a process map is that we must ________ the process before we can improve it.

A)understand
B)plan
C)know
D)analyze
E)coordinate

Question 19

The "P" in the acronym SIPOC stands for ________.

A)project
B)problem
C)people
D)process
E)product

Question 20

With reference to the language of process maps, a ________ is used whenever materials, forms, or tools enter or leave the process.

A)circle
B)triangle
C)diamond
D)rectangle
E)parallelogram

Question 21

Calculate the number of classes if there are 32 observations in a data set.

A)7
B)6
C)5
D)4
E)3

Question 22

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Unit not working"?

A)3%
B)6.7%
C)11.1%
D)17.8%
E)23%

Question 23

The first step in constructing ________ is to gather categorical data relating to quality problems.

A)control charts
B)histograms
C)scatter diagrams
D)Pareto charts
E)cause-and-effect diagrams

Question 24

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Literature not included in box"?

A)9%
B)18%
C)36%
D)54%
E)81%

Question 25

________ are simply graphical representations of data in a bar format.

A)Cause-and-effect diagrams
B)Process maps
C)Histograms
D)Scatter plots
E)Pareto charts

Question 26

The ________ is used to move to lower levels of abstraction in solving problems.

A)cause-and-effect diagram
B)Pareto chart
C)control chart
D)histogram
E)scatter diagram

Question 27

________ are frequency charts that are aided by the 80/20 rule.

A)Cause-and-effect diagrams
B)Control charts
C)Pareto charts
D)Histograms
E)Scatter diagrams

Question 28

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the cumulative percentage of the two left most bars?

A)20%
B)28%
C)54%
D)68%
E)80%

Question 29

Calculate the number of classes if there are 16 observations in a data set.

A)7
B)6
C)5
D)4
E)3

Question 30

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the cumulative percentage of the two left most bars?

A)12%
B)27%
C)40%
D)60%
E)71%

Question 31

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, how many of these categories are required to make up 86% of all complaints?

A)1
B)2
C)3
D)4
E)5

Question 32

Calculate the number of classes if there are 130 observations in a data set.

A)8
B)7
C)6
D)5
E)4

Question 33

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, how many of these categories are required to make up 53% of all complaints?

A)1
B)2
C)3
D)4
E)5

Question 34

The first step in creating a ________ is to state the problem clearly in the head of the fish.

A)control chart
B)Pareto chart
C)scatter diagram
D)cause-and-effect diagram
E)histogram

Question 35

The cause-and-effect diagram is also called a(n)________.

A)fishbone diagram
B)tree diagram
C)affinity diagram
D)matrix diagram
E)scatter diagram

Question 36

The first step in setting up a ________ is to determine the independent and dependent variables.

A)control chart
B)scatter plot
C)process map
D)histogram
E)check sheet

Question 37

________ are used to determine whether a process will produce a product or service with consistent measurable properties.

A)Scatter diagrams
B)Control charts
C)Process maps
D)Cause-and-effect diagrams
E)Histograms

Question 38

________ are used to identify and prioritize problems to be solved.

A)Scatter diagrams
B)Histograms
C)Control charts
D)Cause-and-effect diagrams
E)Pareto charts

Question 39

The ________ is used to examine the relationships between variables.

A)scatter diagram
B)process map
C)cause-and-effect diagram
D)Pareto chart
E)control chart

Question 40

Calculate the number of classes if there are 65 observations in a data set.

A)7
B)6
C)5
D)4
E)3

Question 41

What are cause-and-effect diagrams?

Question 42

The "ribs" of the fish on the fishbone diagram represent the problem while the "bones" represent the causes.

Question 43

Describe the function of a Pareto chart. How does the 80/20 rule apply?

Question 44

What are Ishikawa's seven basic tools of quality and how should they be used together?

Question 45

The cause-and-effect diagram is also called a tree diagram.

Question 46

Check sheets are data-gathering tools that can be used in forming histograms.

Question 47

Define check sheets and describe the steps involved in setting up a check sheet.

Question 48

Define a scatter diagram and describe the steps involved in setting up a scatter plot.

Question 49

Pareto charts are used to identify and prioritize problems to be solved.

Question 50

A scatter diagram is a graphical representation of data in a bar chart format.

Question 51

When using Pareto analysis, a frequency chart is constructed showing the number of occurrences in ascending order.

Question 52

The cause-and-effect diagram is used to move to higher levels of abstraction in solving problems.

Question 53

The first step in setting up a fishbone diagram is to determine the independent and dependent variables.

Question 54

Control charts are frequency charts that are aided by the 80/20 rule.

Question 55

The first step in setting up a check sheet is to identify common defects occurring in the process.

Question 56

Which of the following is one of Ishakawa's seven basic fools for quality improvements?

A)matrix diagram
B)activity network diagram
C)tree diagram
D)scatter diagram
E)affinity diagram

Question 57

Histograms are simply graphical representations of data in a pie chart format.

Question 58

Control charts are used to determine whether a process will produce a product or service with consistent measurable properties.

Question 59

Define histograms and state the rules for developing histograms.

Question 60

The root causes of the problems associated with the process are identified using a cause-and-effect diagram.

Question 61

Which of the following is one of the new seven tools for management?

A)process map
B)cause-and-effect diagram
C)histogram
D)check sheet
E)affinity diagram

Question 62

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their respective percentage weights as shown in the table below: What is the percentage weight for the Nutrition criterion?

A)0.18
B)0.91
C)0.09
D)0.57
E)0.48

Question 63

The ________ is also known as a PERT diagram or critical path diagram and is used in controlling projects.

A)affinity diagram
B)tree diagram
C)activity network diagram
D)cause-and-effect diagram
E)matrix diagram

Question 64

A(n)________ is very similar to a work breakdown structure used in planning projects.

A)matrix diagram
B)prioritization grid
C)interrelationship digraph
D)affinity diagram
E)tree diagram

Question 65

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below: What is the final price ranking for alternative B?

A)first
B)second
C)third
D)fourth
E)cannot be determined from the information given

Question 66

An activity network diagram helps a group converge on a set number of themes or ideas that can be addressed later.

Question 67

The first step in completing a(n)________ is to construct an affinity diagram to identify the issues relating to a problem.

A)interrelationship digraph
B)matrix diagram
C)tree diagram
D)prioritization grid
E)activity network diagram

Question 68

A(n)________ is useful to identify the steps needed to address the given problem.

A)tree diagram
B)prioritization grid
C)activity network diagram
D)interrelationship digraph
E)affinity diagram

Question 69

The first step in completing a(n)________ is to assemble the header cards from the affinity diagram.

A)matrix diagram
B)tree diagram
C)prioritization grid
D)activity network diagram
E)interrelationship digraph

Question 70

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their corresponding percentage weights. Option C has ranks as shown in the table below: What is the importance score sum for option C?

A)1.35
B)2.20
C)2.65
D)3.45
E)4.80

Question 71

The first step to making a prioritization grid is to construct an affinity diagram to identify the issues relating to a problem.

Question 72

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their respective percentage weights as shown in the table below: What is the percentage weight for the Nutrition criterion?

A)0.10
B)0.30
C)0.50
D)0.70
E)0.90

Question 73

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their corresponding percentage weights. Option A has ranks as shown in the table below: What is the importance score sum for option A?

A)1.0
B)2.1
C)4.2
D)8.0
E)9.6

Question 74

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below: What is the final price ranking for alternative C?

A)first
B)second
C)third
D)fourth
E)cannot be determined from the information given

Question 75

An affinity diagram creates a hierarchy of ideas on a large surface.

Question 76

A(n)________ is a tool that helps a group converge on a set number of themes or ideas that can be addressed later.

A)tree diagram
B)affinity diagram
C)prioritization grid
D)matrix diagram
E)interrelationship digraph

Question 77

The tree diagram is useful to identify the steps needed to address a given problem.

Question 78

The Pareto chart is one of the new seven tools for management.

Question 79

The ________ is similar in concept to quality function deployment in its use of symbols, its layout, and its application.

A)matrix diagram
B)tree diagram
C)prioritization grid
D)affinity diagram
E)activity network diagram

Question 80

A(n)________ is used to make decisions based on multiple criteria.

A)tree diagram
B)matrix diagram
C)interrelationship digraph
D)prioritization grid
E)affinity diagram