Deck 5: Managing Quality

Question 1

If a contact lens has a scratch on it,the manufacturer classifies it as defective.This is an example of a continuous variable.

Answer 1

False

Question 2

For a perfectly centered process with normally distributed output,Six Sigma process quality translates to around 2 defects per trillion units produced.

Answer 2

False

Question 3

The Dodo Corporation plans to launch two new products for this year,a blank eight track tape and a 5 floppy diskette.If both items are produced precisely to the specifications provided by the design engineers,then Dodo Corporation's operations function will achieve a high level of conformance quality.

Answer 3

True

Question 4

ISO 9001:2000 can be used by both manufacturing and service companies.

Question 5

Reductions in process variance result in higher process capability.

Question 6

An R chart is used to track how much the individual observations within a sample vary.

Question 7

Taguchi's quality loss function runs counter to the notion that a product falling within tolerance limits is acceptable.

Question 8

Six Sigma quality means that the difference between the upper and lower tolerance levels is six standard deviations wide.

Question 9

In the Zero Defects view of the total cost of quality,the minimum value of the total cost curve is closer to the y axis (the cost axis)than it is in the traditional view.

Question 10

Joseph Juran's definition of quality as "fitness for use" is an example of the value perspective of quality.

Question 11

Money spent training an employee how to do the job mistake-free is an example of an appraisal cost.

Question 12

Appraisal costs can occur when a company has NOT produced any defective items.

Question 13

Based on W.Edwards Deming's Fourteen Points for Management,we can safely conclude he would have been a strong advocate for a Zero Defects promotion.

Question 14

The ________ dimension of quality asks how long a product can go between failures or the need for maintenance.

A)warranty
B)lifetime
C)serviceability
D)reliability

Question 15

Total Quality Management is the management of an entire organization so that it excels in all quality dimensions that are important to customers.

Question 16

A quality perspective that focuses on whether or not a product was made or a service was performed as intended is the:

A)performance perspective.
B)value perspective.
C)conformance perspective.
D)intention perspective.

Question 17

Producer's risk rises as consumer's risk falls.

Question 18

The upper and lower limits of a control chart should be wider than the upper and lower tolerance limits.

Question 19

Statistical quality control is an element of quality assurance.

Question 20

With everything else held constant,a sampling plan with c=1 will have a lower producer's risk than a sampling plan with c=2.

Question 21

The probability of rejecting a lot with quality better than the acceptable quality level is:

A)the lot tolerance percent defective.
B)the lot tolerance percent acceptable.
C)the consumer's risk.
D)the producer's risk.

Question 22

A pizza delivery service wants to track their delivery times.They take eight samples of four deliveries and record the following data.What are the upper and lower control limits of their R-chart?

A)24.9,20.3
B)7)2,0.0
C)3)1,0.0
D)22.6,0.0

Question 23

A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect.Each phone is turned on,run through a self-test procedure,and classified as either acceptable or unacceptable based on test performance.Based on historical data,the manufacturer produces 0.1 percent defective displays.If they inspect 5000 phones each day for the next 10 days,what are the upper and lower control limits for their control chart if their sample mean mirrors their historical process average?

A)0)0002,0.0001
B)0)0142,0.0058
C)0)1127,0.0873
D)0)0023,0.0000

Question 24

A technique used to translate customer requirements into technical requirements is:

A)quality assurance.
B)statistical quality control.
C)quality function deployment.
D)continuous improvement.

Question 25

Develop a control chart and plot the data.Which of these conclusions is BEST?

A)The process is in control using either three-sigma or two-sigma limits.
B)The process is in control if three-sigma limits are used but out of control if two-sigma limits are used.
C)The process is in control if two-sigma limits are used but out of control if three-sigma limits are used.
D)The process is out of control using either three-sigma control limits or two-sigma control limits.

Question 26

An insurance company auditor takes eight samples of 250 completed forms to establish control limits for the fraction of insurance policy forms that are filled out incorrectly.The data appear in this table:

What are the upper and lower three-sigma control limits for the appropriate chart?

A)0)0564,0.0306
B)20.76,0.09
C)14.17,7.57
D)0)0822,0.0048

Question 27

Which of these statements about the zero defects view of the total cost of quality is BEST?

A)Failure costs dictate the shape of the total cost curve.
B)In general,appraisal costs exceed prevention costs.
C)As the defect rate increases,appraisal costs increase.
D)As the defect rate increases,prevention costs increase.

Question 28

One international standard for managing quality across the supply chain is:

A)ISO 9000.
B)ISO 14000.
C)AQL.
D)LTPD.

Question 29

A barbecue sauce producer sells their product in a 20 ounce bottle.Their current process mean is 19.80 ounces with a standard deviation of 0.3 ounces.If their tolerance limits are set at 20 ounces plus or minus 1 ounce,what is the process capability index of the bottle filling process?

A)0)89
B)1)00
C)1)11
D)1)33

Question 30

A pizza delivery service wants to track their delivery times.They take eight samples of four deliveries and record the following data.What are the upper and lower control limits of their chart?

A)24.9,20.3
B)23.8,21.4
C)22.6,19.5
D)21.1,17.6

Question 31

Which of the following is NOT a core idea of total quality management?

A)cost reduction
B)leadership involvement
C)employee empowerment
D)continuous improvement

Question 32

Taguchi defines quality in terms of:

A)parts per million.
B)losses.
C)lot tolerance percent defective.
D)acceptable quality levels.

Question 33

A person or company taking the stance that quality must be judged,in part,by how well the characteristics of a particular product or service align with the needs of a specific user is taking the ________ perspective.

Question 34

An automobile windshield manufacturer wants to verify that their process is producing windshields of an appropriate thickness.The BEST tool to determine this information is a(n):

A)process capability ratio.
B)process capability index.
C)

Chart.
D)operating characteristics curve.

Question 35

A customer that concentrates on the ease of repair or support for the product or service is concerned primarily with the ________ dimension of quality.

Question 36

A barbecue sauce producer sells their product in a 20 ounce bottle.Their historical process mean has been 20 ounces with a standard deviation of 0.25 ounces.If their tolerance limits are set at 20 ounces plus or minus 1 ounce,what is the process capability ratio of the bottle filling process?

A)1)00
B)1)33
C)1)75
D)2)00

Question 37

On the first day of class at a new university you made judgments about the quality of the class before the professor had entered the room.You noted the comfort of the accommodations,the fine works of art in the halls and on the classroom wall and the soothing music piped in over the sound system.This dimension of quality is:

A)aesthetic.
B)performance.
C)features.
D)perceived quality.

Question 38

An insurance company auditor takes eight samples of 250 completed forms to establish control limits for the fraction of insurance policy forms that are filled out incorrectly.The data appear in this table:

What is the center line for the appropriate chart?

A)0)0129
B)10.875
C)0)0435
D)3)29

Question 39

W.Edwards Deming's Fourteen Points for Management include:

A)use statistical methods to determine the workers responsible for poor quality.
B)break down barriers between departments.
C)the customer is always right,so design your system to please them.
D)plan your work and work your plan.

Question 40

Costs incurred by defects that occur prior to delivery to the customer are called:

A)external failure costs.
B)internal failure costs.
C)appraisal costs.
D)prevention costs.

Question 41

The probability of accepting a lot with worse quality than the lot tolerance percent defective level is ________.

Question 42

Describe the ISO 9000 family of standards,including the objectives and process of becoming certified.

Question 43

What are the seven core ideas of total quality management?

Question 44

The process capability ratio C_p is the ratio of the ________ to the ________.

Question 45

A(n)________ cost is incurred by a company to assess its quality levels

Question 46

A hot tub manufacturer wants the thermostat to control water temperature to within one degree when set at 130 degrees Fahrenheit.They randomly select 10 hot tubs,set the thermostats to 130,and record the following data with an infrared thermometer that has recently been calibrated.
What is their process capability?

Question 47

What are the eight dimensions of quality as defined by David Garvin? Provide a short description of how each is different and then use them to evaluate an example product or service of your choosing.

Question 48

________ measures of interest refer to the presence or absence of a particular characteristic.

Question 49

________ is a managerial approach in which an entire organization is managed so that it excels in all quality dimensions that are important to customers.

Question 50

The regional manager is more concerned about the consistency of the process,figuring that if the cups are filled,the amount will be close enough for beverage work.Develop three sigma control limits to monitor the process and determine whether the process is in control.

Question 51

________ is a family of standards,developed by the International Organization for Standardization,representing an international consensus on good quality management practices.

Question 52

Discuss total quality management and the Six Sigma methodology.What are their overlaps and differences?

Question 53

The regional manager first develops an chart to see whether he is achieving the goal of 44 ounces.He calculates his center line using this data and arrives at the value 45.03."Not ideal," he muses,"but at least the customers won't complain.If I were consistently delivering less than 44 ounces,I'd probably have a lawsuit on my hands.The and R charts both look good,and my calculations indicate a process standard deviation of 3.08.The process engineers have designed our drink process with an upper tolerance of 46 ounces and a lower tolerance of 42 ounces.I wonder what our process capability really is? I've been reading about Six Sigma,it would be fantastic if we could add that to our already fantastic slogan regarding this new beverage!"
Calculate the process capability and comment on the likelihood achieving Six Sigma with this process.

Question 54

The ability of a non-centered process to meet certain quality standards is measured by its ________.

Question 55

Describe the four quality-related costs and tell how they are related.

Question 56

An airline wants to monitor the performance of their baggage handling crew on the daily flight from Oklahoma City to Dallas that is always filled to its 140 passenger capacity.They track the number of passengers that lose bags each flight for a two week period.The data are displayed in the following table.Determine control limits for the appropriate chart and indicate any points that are out of control.

Question 57

A drive-in restaurant is running a new promotion,the "Route 44," named after an interstate that runs through their primary market area.The drink is promoted as 44 ounces of pure carbonated pleasure but the regional manager,being somewhat of a quality expert,wants to make sure that the company's drink process can deliver 44 ounces.He decides statistical quality control is the best way to monitor their process.
For ten consecutive days he purchases five Route 44 drinks from franchise locations on his way to headquarters and turns them over to the testing lab for volume analysis.The data appear in the table,all amounts are in fluid ounces as measured by the testing lab.

Since the regional manager is somewhat of a quality expert,he needs your help in formulating a control chart that will monitor the process performance to target.Develop the appropriate limits and create a chart.Is the process in control?

Question 58

At many luxury hotels,all employees are trained in satisfying the customer,regardless of whether the customer request falls directly within the scope of what might be considered their primary duties.For example,a housekeeper might abandon their cleaning cart and direct the customer through the facility to the fitness center if asked for directions.This freedom to manage moments of truth falls under the scope of ________.