Deck 9: Process Improvement and Six Sigma

Question 1

Compared to Six Sigma,TQM focuses on a more rigorous and advanced set of statistical methods.

Answer 1

False

Question 2

The term six sigma is based on a statistical measure that equates to 4.3 or fewer errors or defects per million opportunities.

Answer 2

False

Question 3

Six Sigma is owned by business leader champions.

Answer 3

True

Question 4

Projects are the vehicles that are used to organize and to implement Six Sigma.

Question 5

The "plan" stage in the PDSA cycle involves determining whether the trial plan is working correctly by evaluating the results.

Question 6

The fundamental premise of PDSA cycle is that improvement comes from the application of knowledge.

Question 7

DMAIC,a process improvement methodology bears a close resemblance to the creative problem solving process.

Question 8

The "do" stage in the PDSA cycle involves identifying problems.

Question 9

According to Kepner and Tregoe,a problem is a deviation between what should be happening and what actually is happening that is important enough to make someone think the deviation ought to be corrected.

Question 10

Six Sigma is focused on improvement with little financial accountability whereas TQM requires a verifiable return on investment and focus on the bottom line.

Question 11

A structured problem-solving approach to process improvement ensures that solutions are developed objectively,rather than based on opinions or rash judgments.

Question 12

The bottom-up way to generate six sigma projects is generally tied to business strategy and is aligned with customer needs.

Question 13

Data sheets are special types of data collection forms in which the results are interpreted on the form directly without additional processing.

Question 14

In the context of a Six Sigma team,green belts are full-time Six Sigma experts who are responsible for Six Sigma strategy,training,mentoring,deployment,and results.

Question 15

The "define" phase of the DMAIC process focuses on understanding process performance and collecting the data necessary for analysis.

Question 16

An ultimate stretch goal of all organizations that adopt a Six Sigma philosophy is to have all critical processes,regardless of functional area,at a six-sigma level of capability.

Question 17

Six Sigma methods are most applicable to conformance problems because the processes that create
the problems can be easily identified,measured,analyzed,and changed.

Question 18

Many organizations use the Deming cycle as the basis for their organizational performance improvement activities.

Question 19

At each step,the Pareto diagram stratifies the data to more detailed levels,eventually isolating the most significant issues in process improvement.

Question 20

American Express pioneered the concept of Six Sigma as an approach to measuring product and service quality.

Question 21

Lean production approaches focus on the elimination of waste in all forms,including defects requiring rework.

Question 22

The term _____ is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities.

A)Pareto analysis
B)Six Sigma
C)Quincunx
D)Quality trilogy

Question 23

Which of the following categories of problems is characterized by unsatisfactory performance that causes dissatisfaction from the standpoint of noncustomer stakeholders,such as managers of financial or supply chain functions?

A)Product design problems
B)Efficiency problems
C)Unstructured performance problems
D)Conformance problems

Question 24

In which of the following stages of the FADE approach,the team works to describe the process in detail,determine what data and information are needed,and develop a list of root causes for the problem?

A)Execute
B)Focus
C)Develop
D)Analyze

Question 25

The cause-and-effect diagrams are constructed in a brainstorming type of atmosphere.

Question 26

An effective problem-solving process that can easily be adapted to quality improvement stems from _____ concepts pioneered by Alex Osborn.

A)creative-problem solving
B)cause-and-effect
C)hypothesis testing
D)analysis of variance

Question 27

Which of the following stages of the PDSA cycle determines whether the trial plan is working correctly by evaluating the results,recording the learning,and determining whether any further issues or opportunities need be addressed?

A)Study
B)Do
C)Plan
D)Act

Question 28

In which of the following stages of the FADE approach,the solution is implemented and a monitoring plan is established?

A)Analyze
B)Develop
C)Focus
D)Execute

Question 29

What is the Six Sigma quality level when the process standard deviation is 1σ and the tolerance range is 10 σ?

A)5
B)3
C)9
D)11

Question 30

Both Six Sigma and lean approaches are driven by customer requirements,focus on real dollar savings,have the ability to make significant financial impacts on the organization,and can easily be used in non-manufacturing environments.

Question 31

The _____ is a simple adaptation of the scientific method for process improvement.

A)Juran quality trilogy
B)Taguchi loss function
C)Deming cycle
D)quincunx experiment

Question 32

Which stage of the PDSA cycle consists of studying the current situation,understanding customer expectations,gathering data,and testing theories of causes?

A)Act
B)Do
C)Plan
D)Study

Question 33

Which of the following stages of the FADE approach focuses on creating a solution and implementation plan along with documentation to explain and justify recommendations to management who must allocate the resources?

A)Focus
B)Analyze
C)Execute
D)Develop

Question 34

Compared to lean tools,Six Sigma tools are more intuitive and easier to apply by anybody in the workplace

Question 35

The vertical axis on a run chart is the time scale.

Question 36

In which of the following stages of the PDSA cycle,the improvements become standardized and the final plan is implemented as a "current best practice" and communicated throughout the organization?

A)Study
B)Do
C)Plan
D)Act

Question 37

In which of the following stages of the PDSA cycle,the plan is implemented on a trial basis,such as in a laboratory,pilot production process,or with a small group of customers,to evaluate a proposed solution and provide objective data?

A)Study
B)Do
C)Check
D)Act

Question 38

Which of the following categories of quality problems is characterized by unsatisfactory performance that causes customer dissatisfaction,such as high levels of defects,service failures,or customer complaints?

A)Unstructured performance problems
B)Conformance problems
C)Product design problems
D)Efficiency problems

Question 39

In which of the following stages of the FADE approach,a team selects the problem to be addressed and defines it,characterizing the current state of the process,why change is needed,what the desired result should be,and the benefits of achieving the result?

A)Analyze
B)Develop
C)Focus
D)Execute

Question 40

Which of the following is the most widely-known process improvement methodology used in Six Sigma?

A)Quincunx
B)FADE
C)DMAIC
D)TRIZ

Question 41

In the context of Six Sigma teams,who among the following are full-time Six Sigma experts who are responsible for Six Sigma strategy,training,mentoring,deployment,and results but,are typically not members of Six Sigma project teams?

A)Champions
B)Green belts
C)Master black belts
D)Black belts

Question 42

In the context of the DMAIC process,_____ provide a broad overview of the key elements in the process and help to explain who is the process owner,how inputs are acquired,who the process serves,and how it adds value.

A)Pareto diagrams
B)SIPOC maps
C)cause-and-effect diagrams
D)histograms

Question 43

______ are the graphical components of regression analysis.

A)Scatter diagrams
B)Run charts
C)Pareto diagrams
D)Histograms

Question 44

In the context of a Six Sigma team,who among the following is typically a senior-level manager who owns the Six Sigma project and is responsible for its completion and results?

A)A black belt
B)A champion
C)A green belt
D)A team member

Question 45

Successful green belts are often promoted to _____.

A)champions
B)team members
C)black belts
D)master black belts

Question 46

One useful quality control tool to help identify the most important issue among a mess of symptoms is _____.

A)quincunx
B)Pareto analysis
C)run chart
D)histogram

Question 47

With respect to Pareto analysis,a Pareto _____ is one in which the characteristics observed are ordered from largest frequency to smallest.

A)quincunx
B)histogram
C)charter
D)distribution

Question 48

In a bottom-up approach to Six Sigma projects,_____ choose the projects that are well-suited to the capabilities of teams.

A)black belts
B)team members
C)green belts
D)champions

Question 49

In the context of Six Sigma teams,who among the following are fully-trained Six Sigma experts with extensive technical training who perform much of the technical analysis required in Six Sigma projects,usually on a full-time basis?

A)Black belts
B)Champions
C)Green belts
D)Team members

Question 50

_____ are special types of data collection forms in which the results can be interpreted on the form directly without additional processing.

A)Check sheets
B)Run charts
C)Data sheets
D)Control charts

Question 51

With respect to 5S,which of the following Japanese terms refer to formalizing procedures and practices to create consistency and ensure that all steps are performed correctly?

A)Seiketsu
B)Seiri
C)Shitsuke
D)Seiton

Question 52

In the context of Six Sigma teams,who among the following are functional employees who are trained in introductory Six Sigma tools and methodology and work on projects on a part-time basis?

A)Champions
B)Master black belts
C)Green belts
D)Black belts

Question 53

A _____ defines the project,its objectives,and deliverables,and represents a contract between the project team and the sponsor.

A)project charter
B)project diagram
C)SIPOC diagram
D)CTQ tree

Question 54

Which of the following is a major drawback of the bottom-up approach to Six Sigma projects?

A)The projects are too broad in scope to be completed in a timely manner.
B)The projects are not well suited to the capabilities of the teams as they are chosen by top management who may not be aware of the capabilities of the teams.
C)The top managers underestimate the cost and overestimate the capabilities of the team or teams to which the project is assigned.
D)The projects receive little support and low recognition from the top management.

Question 55

With respect to 5S,which of the following Japanese terms refer to arranging materials and equipment so that they are easy to find and use?

A)Seiri
B)Seiso
C)Seiton
D)Shitsuke

Question 56

Which of the following categories of problems is characterized by unsatisfactory performance by processes that are not well-specified or understood?

A)Unstructured performance problems
B)Efficiency problems
C)Conformance problems
D)Product design problems

Question 57

Toyota created a unique tool,called the _____,to succinctly consolidate and visualize information for identifying and solving quality problems.

A)Pareto diagram
B)run chart
C)histogram
D)A3 report

Question 58

Balancing quality costs against expected revenue gains has become known as:

A)quality function deployment.
B)return on quality.
C)house of quality.
D)quality trilogy.

Question 59

With respect to 5S,which of the following Japanese terms refer to ensuring that each item in a workplace is in its proper place or identified as unnecessary and removed?

A)Seiton
B)Seiketsu
C)Seiri
D)Seiso

Question 60

Data such as production volume,cost,and customer satisfaction indexes are often plotted on a _____,which displays the data over time.

A)check sheet
B)control chart
C)run chart
D)SIPOC diagram

Question 61

To provide a more detailed analysis of the picking operation,the 50 individual times recorded for picking orders were plotted on the:

A)cause-and-effect diagram.
B)check sheets.
C)histogram.
D)run charts.

Question 62

Why did the manager of the distribution center of the automobile replacement parts promise that all orders would be delivered within 24 hours or the customer would get the parts at no charge?

Question 63

What are the three major efforts currently addressed by the consortium of the four Milwaukee-based organizations committed to improving patient safety?

Question 64

List the steps followed in the creative problem-solving strategy pioneered by Alex Osborn.

Question 65

What was the reason found for the delay of the picking process by the brainstorming sessions of the team set up by the distribution center to reduce order processing time?

Question 66

What are the 10 important considerations for data collection suggested by the Juran institute?

Question 67

List the errors which were well documented and those which were known to be a significant source of error at Froedtert Hospital in Milwaukee,Wisconsin.

Question 68

List the four Milwaukee-based organizations who created a consortium committed to the development of an approach to reduce errors and improve patient safety.

Question 69

What are the various factors that should be considered when selecting a six sigma project?

Question 70

Describe the concepts on which the core philosophy of six sigma is based.

Question 71

Order BZ-34265 began the "check order" activity at 1:35 P.M and finished at 2:03 P.M.The completion time for this activity is _____.

A)32 mins
B)18 mins
C)28mins
D)30 mins

Question 72

List the nine steps present in the process map developed by the team members of Froedtert Hospital for continuous IV medication infusion procedure.

Question 73

What step was taken by the team,set up by the distribution center,to reduce order processing time,to determine where the longest delays occurred in the order processing activities?

Question 74

Which of the following steps of the Froedtert hospital's clinical laboratory process was identified to be subjected to most errors by applying Six Sigma analysis?

A)Analyzing the specimens in the lab
B)Matching the order to the patient
C)Entering the results into the patient's chart
D)Labeling the specimens in the lab

Question 75

List some of the contrasting features between total quality management (TQM) and six sigma.

Question 76

List the process flow of the order fulfillment process that was developed for the automotive parts distribution center.

Question 77

What were the steps included in examining Froedtert hospital's clinical laboratory process?

Question 78

To provide a more detailed analysis of the picking operation,the team plotted the 50 individual times recorded for picking orders on the histogram.What was suggested by a part picker about the three humps of this histogram,during a brainstorming session?

Question 79

List the steps that were characterized by the highest degree of variability and the greatest chance for error in the analysis of medication delivery by IV infusions.

Question 80

Which of the following activities in the order fulfillment process was identified as the largest contributor to order processing delays,when the average times of these activities were analyzed with the Pareto diagram?

A)Checking order
B)Packing parts
C)Receiving order
D)Picking parts