Deck 9: Six Sigma Quality

Question 1

One SPC tool used in total quality management is the Pareto chart.

Answer 1

True

Question 2

An operational goal of total quality management is the careful design of the product or service.

Answer 2

True

Question 3

A quality guru named Philip Crosby defined quality as fitness for use.

Answer 3

False

Question 4

One of the tools of a quality control department that is used in a TQM program is leadership.

Question 5

TQM is an acronym meaning "total quality measurement".

Question 6

While small business organizations can seek to achieve the Baldrige National Quality Award health care organizations,like hospitals,can't.

Question 7

In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S.'s annual award for total quality management.

Question 8

One of the tools of a quality control department that is used in a TQM program is process sampling.

Question 9

Kaizen is a term used when perfect quality levels have been attained.

Question 10

While business organizations can seek to achieve the Baldrige National Quality Award educational institutions,like universities,can't.

Question 11

Design quality refers to the inherent value of the product in the marketplace.

Question 12

TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

Question 13

The Shingo system approach to quality is totally compatible with statistically based approaches to quality control.

Question 14

A quality guru named Philip Crosby defined quality as conformance to requirements.

Question 15

An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.

Question 16

One SPC tool used in total quality management is the run chart.

Question 17

An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

Question 18

Conformance quality is a strategic decision for a firm.

Question 19

One of the tools of a quality control department that is used in a TQM program is acceptance sampling.

Question 20

The Malcolm Baldrige National Quality Award represents the U.S.government's endorsement of quality as an essential part of successful business strategy.

Question 21

A typical manufacturing QC department has a variety of functions to perform including planning and budgeting for the QC program in a plant.

Question 22

A typical manufacturing QC department has a variety of functions to perform including gathering performance data on products in the field and resolving quality problems in the field.

Question 23

A typical manufacturing QC department has a variety of functions to perform including preparing the firm's annual application for the Malcolm Baldrige National Quality Award.

Question 24

"Quality at the source" refers to the degree to which a product or service design specifications are met.

Question 25

A DMPO is essentially the same thing as a DMAIC.

Question 26

Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving)those specifications.

Question 27

Kaizen is a technique that emerged as a refinement of the philosophy of continuous improvement.

Question 28

The term "conformance quality" refers to the relative level of performance of a product as compared to competing products.For instance,certain luxury sedans are said to be of "higher quality" than some low-priced sub-compact automobiles.

Question 29

The Shingo approach to quality control depends on a sophisticated method of acceptance sampling.

Question 30

While benchmarking is an inward looking process of quality improvement,continuous improvement is an outward looking process that extends outside the organization.

Question 31

One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.

Question 32

Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

Question 33

A process that is in six-sigma control will produce no more than two defects out of every million units.

Question 34

A quality guru named Philip Crosby suggested a general approach to quality management should involve prevention,not inspection.

Question 35

Design quality in products refers to the degree to which a product or service design specifications are met.

Question 36

Continuous improvement is a management philosophy that seeks continual improvement of machinery,materials,labor utilization and production methods through applications of suggestions and ideas of company teams.

Question 37

A typical manufacturing QC department has a variety of functions to perform including testing designs for their reliability in the lab and the field.

Question 38

A quality guru named Joseph M.Juran is well known for his "14 points" of quality.

Question 39

An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.

Question 40

A quality guru named Joseph M.Juran defined quality as fitness for use.

Question 41

A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

A)Define
B)Measure
C)Analyze
D)Improve
E)Control

Question 42

Which of the following is an analytical tool used in six-sigma quality improvement programs?

A)Leadership
B)Pareto Charts
C)Management by fact
D)Continuous improvement
E)Kaizen

Question 43

Design of experiments is a statistical methodology often used in six-sigma projects.It aims to accomplish which of the following?

A)Keep careful track of the occurrences of each possible defect
B)Determine the cause and effect relationships between process variables and output
C)Report defects to management on a Pareto chart
D)Carefully change each individual process variable until the cause of a defect is found
E)Eliminate defects by finding out who or what is causing them

Question 44

The philosophical leaders of the quality movement,Philip Crosby,W.Edwards Deming and Joseph M.Juran had the same general message about what it took to achieve outstanding quality.Which of the following was part of that message?

A)Fourteen steps for quality management
B)Quality is free
C)Customer focus
D)Zero defects
E)Six-sigma

Question 45

The philosophical leaders of the quality movement,Philip Crosby,W.Edwards Deming and Joseph M.Juran had the same general message about what it took to achieve outstanding quality.Which of the following was not part of that message?

A)Quality is free
B)Leadership from senior management
C)Customer focus
D)Total involvement of the workforce
E)Continuous improvement

Question 46

Failure mode and effect analysis is used in six-sigma projects.It involves which of the following?

A)Closely examining each rejected part to determine the cause
B)A careful sampling plan
C)Calculating a risk priority number for each possible failure
D)Reporting the effect each failure has had on a customer
E)Multivariate testing

Question 47

Which of the following is not an analytical tool used in six-sigma quality improvement programs?

A)Run charts
B)Pass charts
C)Cause-and-effect diagrams
D)Flowcharts
E)Pareto charts

Question 48

Which of the following are eligible companies to be considered for the Baldrige award?

A)Auditing firms
B)Offshore suppliers to U.S.companies
C)Firms operating only outside the U.S.
D)State Government agencies
E)None of the above

Question 49

An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.

Question 50

A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

A)Define
B)Measure
C)Analyze
D)Improve
E)Control

Question 51

The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means?

A)Stimulating foreign based suppliers of American companies to improve quality
B)Reporting quality levels among American firms
C)Identifying American firms with the most difficult quality problems
D)Providing feedback to applicants by the examiners
E)Helping Baldrige award winners increase their sales

Question 52

Executive leaders and champions of six-sigma projects must be black-belt qualified.

Question 53

The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?

A)To encourage the spread of statistical quality control
B)To improve human resource development and management in manufacturing
C)To improve competitiveness of American firms
D)To prove that American firms were competitive in quality
E)To emphasize the use of quantitative methods in process management

Question 54

Which of the following is not an analytical tool used in six-sigma quality improvement programs?

A)Flowcharts
B)Run charts
C)Control charts
D)Pareto diagrams
E)Shengo diagrams

Question 55

The Grading Criteria of the Baldrige Award for total quality management includes which of the following?

A)Future plans
B)Information and analysis
C)Standardization
D)Control
E)None of the above

Question 56

The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?

A)Instituted a six-sigma approach to total quality control
B)Demonstrated a high level of product quality
C)Demonstrated outstanding quality in their products and processes
D)Have a world-class quality control function
E)Most significantly improved their product quality levels

Question 57

An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

A)Define
B)Measure
C)Analyze
D)Improve
E)Control

Question 58

Which of the following are not eligible to be considered for the Baldrige Award?

A)Small businesses
B)Health care organizations
C)Educational institutions
D)State highway patrol organizations
E)Nuclear power plants

Question 59

A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

A)Define
B)Measure
C)Analyze
D)Improve
E)Control

Question 60

An analytical tool used in six-sigma quality improvement programs is which of the following?

A)Leadership
B)Continuous improvement
C)Quick response
D)Partnership diagrams
E)Checksheets

Question 61

Six-sigma programs believe that each step in a process is an opportunity to produce defects.These programs seek to reduce defects by working on processes to reduce what measure of output?

Question 62

The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?

A)Response
B)Serviceability
C)Reliability
D)Reputation
E)Perceived quality

Question 63

Which of the following is not a category reported in applying for the Baldrige Award?

A)Corporate leadership
B)Use of statistical quality control tools
C)Business results
D)Consumer and market focus
E)Strategic planning

Question 64

A cost of quality classification is which of the following?

A)Material costs
B)Prevention costs
C)Variable overhead
D)Direct labor
E)Inventory costs

Question 65

What are expenditures related to achieving product or service quality including the costs of appraisal and prevention of defects called?

Question 66

The Shingo system of quality control relies heavily on fail-safe procedures or devices called what?

Question 67

When a qualified national or international standards body or similar certifying agency audits and certifies that a company is ISO-9000 compliant,the form of certification is called what?

Question 68

Which of the following is a dimension of design quality?

A)Price
B)Features
C)Color
D)Weight
E)Quality at the source

Question 69

Which of the following is the cost of quality classification for costs such as inspection,testing and other tasks to ensure that the product or process is acceptable?

A)Appraisal costs
B)Prevention costs
C)External failure costs
D)Internal failure costs
E)Checking costs

Question 70

The dimension of design quality that concerns the sensory characteristics of the product is which of the following?

A)Features
B)Serviceability
C)Perceived quality
D)Reputation
E)Aesthetics

Question 71

Which of the following are basic assumptions that justify an analysis of the costs of quality?

A)Failures are caused
B)Prevention is more expensive
C)Performance can be learned
D)Rules of thumb don't always work
E)Appraisal costs are less than prevention costs

Question 72

The idea that statistical methods of quality control,including six-sigma,only reduce the likelihood of defects not prevent them is central to what alternative quality system?

Question 73

Which of the following is the cost of quality classification for costs such as defects that pass through the system,such as customer warranty replacements,loss of customer or goodwill,handling complaints and product repair?

A)Appraisal costs
B)Prevention costs
C)External failure costs
D)Customer return cost
E)Workmanship costs

Question 74

Which of the following is the cost of quality classification for costs such as scrap,rework or repair?

A)Appraisal costs
B)Prevention costs
C)External failure costs
D)Internal failure costs
E)Rework and wastage

Question 75

The National Quality Award in the United States is named what?

Question 76

The dimension of design quality that concerns secondary characteristics is which of the following?

A)Features
B)Serviceability
C)Reliability
D)Reputation
E)Perceived quality

Question 77

Which of the following tools uses a graphical representation of the production process to suggest potential sources of process variation?

A)Process flow diagram
B)Check sheet
C)Pareto chart
D)Histogram
E)Run chart

Question 78

Which of the following is a dimension of design quality?

A)Aesthetics
B)Price
C)Quality at the source
D)Distribution
E)Leadership

Question 79

Why were ISO-9000 standards developed?

Question 80

Kaizen is another term for what activity?