Deck 10: The Tools of Quality

Question 1

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 1

C

Question 2

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

Answer 2

E

Question 3

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

Answer 3

D

Question 4

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 5

________ 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 6

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

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

Question 7

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 8

Which of the following is not a component of the quality system model?

A) planning
B) continual improvement
C) organizational behavior
D) change
E) renewal

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

A ________ determines the parameters for process improvement.

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

Question 11

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 12

________ 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 13

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 14

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 15

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 16

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 17

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 18

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 19

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 20

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 21

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 leftmost bars?

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

Question 22

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 23

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 24

________ 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 25

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 26

________ 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 27

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 28

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 29

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 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 leftmost bars?

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

Question 31

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 32

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 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 86% of all complaints?

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

Question 34

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 Price criterion?

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

Question 35

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 36

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 37

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

Question 38

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 39

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 40

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 41

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 42

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

Question 43

A(n) ________ involves integrating financial measures of business success along with nonfinancial, operational information about the business.

A) spider chart
B) balanced scorecard
C) affinity diagram
D) matrix diagram
E) process decision program chart

Question 44

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

Question 45

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

Question 46

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

Question 47

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 48

________ are usually spreadsheets that are communicated to management on a regular basis-weekly, monthly, quarterly, and annually.

A) Matrix diagrams
B) Affinity diagrams
C) Process decision program charts
D) Balanced scorecards
E) Spider charts

Question 49

A histogram is a picture of a process.

Question 50

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

Question 51

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 52

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

Question 53

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

Question 54

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

Question 55

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

Question 56

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

Question 57

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 58

________ are graphs that present multiple metrics simultaneously in a two-dimensional plane.

A) Interrelationship digraphs
B) Spider charts
C) Tree diagrams
D) Activity network diagrams
E) Process decision program charts

Question 59

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 60

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

Question 61

The usefulness of the balanced scorecard comes from integrating financial measures of business success along with nonfinancial, operational information about the business.

Question 62

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

Question 63

A control chart is a tool used to brainstorm possible contingencies or problems associated with the implementation of some program or improvement.

Question 64

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

Question 65

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

Question 66

Process decision program charts are graphs that present multiple metrics simultaneously in a two-dimensional plane.

Question 67

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

Question 68

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

Question 69

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

Question 70

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

Question 71

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

Question 72

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

Question 73

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

Question 74

What are the steps involved in process mapping?

Question 75

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

Question 76

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

Question 77

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

Question 78

A prioritization grid is used to make decisions based on a single criterion.

Question 79

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

Question 80

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