Deck 18: Introduction to Quality and Statistical Process Control

Question 1

Juran argued that by employing the Pareto principle,companies could focus their quality efforts on the few most important areas for improvement.

Answer 1

True

Question 2

Quality can be best achieved by improving the processes that produce the products and deliver the services.

Answer 2

True

Question 3

Deming believed that the management tool called management by objectives was not useful and should be eliminated.

Answer 3

True

Question 4

By the early 1950s,Japanese products began to exceed those of the U.S.in terms of quality.

Question 5

Deming would clearly support a quality assurance effort that calls for 100 percent inspection as a means for improving the outgoing quality in a production situation.

Question 6

Deming and Juran differed with regard to goals and targets.

Question 7

After World War II the emphasis in U.S.manufacturing was on quality.

Question 8

Philip Crosby claimed that quality is free because companies can use employees who are already being paid to make the quality improvements.

Question 9

By the early 1970s Japanese products began to be of better quality than those made in the U.S.

Question 10

If a company recognizes employees who have made significant contributions to delivering high levels of quality service,Juran would most likely applaud the effort.

Question 11

From the mid-40s until the mid-70s,the emphasis in most companies was on getting the "product out the door."

Question 12

The Pareto principle says that 20 percent of the trouble comes from 80 percent of the causes.

Question 13

Deming and Juran worked together to create a quality improvement concept called Kaizen.

Question 14

Total Quality Management is a business philosophy invented and fine-tuned by the Japanese in the years following World War II.

Question 15

According to Deming's 14 points,Dr.Deming would favor a quality program that sets specific quality goals or targets.

Question 16

Kauro Ishikawa is credited for coming up with a quality process called Kaizen.

Question 17

Total quality management and the Pareto Principle are actually two terms that mean the same thing.

Question 18

Total Quality Management and Kaizen are consistent concepts.

Question 19

According to Deming's 14 points,if employees make mistakes,it is management's role to implement a penalty system to make sure that the employee does not make the same mistake again.

Question 20

After World War II there was little demand outside the United States for U.S.made products.

Question 21

Hypothesis testing is considered to be one of the key basic seven tools of quality.

Question 22

A diagram that shows the steps in a process is called a flowchart.

Question 23

Histograms and scatter plots are two statistical tools that are among the "Basic 7 Tools" for quality and process improvement.

Question 24

Flowcharts are useful to help team members understand how the process works.

Question 25

Recently,a quality team conducted a brainstorming session in which each member of the team,in sequence,was asked to provide an idea on why customers' complaints have increased recently.This type of brainstorming is referred to as structured brainstorming.

Question 26

The tools of quality are a key part of Deming's 14 points.

Question 27

The Deming cycle is a systematic process that can be effectively used to improve quality and solve problems in organizations.

Question 28

Brainstorming is used to generate ideas from employees but should not be used to gather ideas from managers.

Question 29

A process flow chart is used to quantify a problem situation.

Question 30

A key part of the problem-solving process discussed in this chapter is the need to form a team.

Question 31

A process flow chart provides a visual diagram of the process.

Question 32

Brainstorming is a good way to determine the correct solution to a quality improvement problem.

Question 33

A fishbone diagram is another term for a flowchart.

Question 34

The fishbone diagram technique was developed by Deming.

Question 35

The Deming Cycle is one of the "Basic 7 Tools" for quality and process improvement.

Question 36

Trend charts display process data in a time series to show how the process is performing over time.

Question 37

If the quality team members are all part of the same department and are familiar with the process being studied,there is no need to develop a process flowchart.

Question 38

The Deming cycle is largely a qualitative approach to problem solving that relies on a decision maker's experience.

Question 39

It took until the 1980s for U.S.businesses to realize that the quality of U.S.products needed to improve in order to be competitive.

Question 40

One of the last steps in the problem-solving process is to identify and analyze possible causes of the quality problem.

Question 41

Variation exists naturally in the world around us so all processes and products can be expected to vary.

Question 42

When cause-and-effect diagrams are used,an issue is presented and team members brainstorm about the possible causes that are to be divided into one of several main categories.

Question 43

In process improvement efforts,the goal is to first remove the common cause variation and then to reduce the special cause variation in a system.

Question 44

Special cause variation is variation in the output of a process that is naturally occurring and expected and that may be the result of random causes.

Question 45

Juran charts are used to display data in a way that helps managers find the most vital few problem issues related to quality and separate the vital few from the trivial many.

Question 46

In seeking ways to improve a process,it may be helpful to determine if two quantitative variables are related.A scatter plot would the appropriate to tool to use.

Question 47

If you wish to display a quantitative variable so that the center,spread and shape are visible,a histogram would be useful.

Question 48

Common cause variation is variation in the output of a process that is unexpected and has an assignable cause.

Question 49

A manager who is interested in showing the relationship between the number of defects produced and the number of training hours provided to employees might try a scatter plot.

Question 50

If you wish to display quantitative data in a way that will allow others to see how the data are distributed around the center of the data,a scatter plot is useful.

Question 51

A trend chart would be useful for displaying the improvement that a company is making in the number of customer defects observed.

Question 52

Process control charts are used to provide signals to indicate when the output of a process is out of control.

Question 53

Trend charts and statistical process control charts are both used to graph data that are measured over time.

Question 54

Total Quality Management (TQM),proposed by Dr.Joseph Juran,argues that quality could be best achieved by improving the processes that produced the products and delivered the services.

Question 55

If a process control chart has only one point outside the upper or lower control limits,there is insufficient evidence to conclude that the process was out of control at the time that the measurement was taken.

Question 56

Recently the manager of a printing department began tracking the number of reworked jobs done each day.A good method for displaying these data would be a fishbone diagram.

Question 57

A scatter plot is useful for displaying the relationship between two qualitative variables.

Question 58

A fishbone diagram is a popular method for displaying quantitative data on the defects and types of defects in a service or manufacturing process.

Question 59

We expect virtually all the data in a stable process to fall within 2 standard deviations of the mean.

Question 60

The six most common sources of variation are people,machines,materials,methods,measurement,and environment.

Question 61

Among Juran's 10 steps to quality improvement are:

A)set goals for improvement.
B)give recognition.
C)report progress.
D)All of the above.

Question 62

Because variations are unavoidable in a system,the output of the system is always unpredictable.

Question 63

A profound implication to the Deming Cycle is:

A)improvement efforts are the result of a logical process.
B)process data must be studied and analyzed.
C)quality improvement is a continual process.
D)All of the above.

Question 64

Which of the following is not true?

A)In the 1950s and 1960s Japanese products were of higher quality than U.S.products.
B)Following World War II there was so much pent-up demand that U.S.manufacturers focused on quantity rather than quality.
C)By the early 1970s Japanese products began to exceed U.S.products in terms of quality.
D)By the early 1980s U.S.manufacturers began to realize that quality was important.

Question 65

Both p-charts and c-charts are designed for use when the data we are working with are referred to as attribute data.

Question 66

A stable process is one that has had all its variation removed through quality improvement efforts on the part of the organization.

Question 67

A process control chart can be used to determine whether the process average has shifted up or down,but is not useful for determining whether the process is just drifting in an upward or downward direction.

Question 68

A stable process is typically defined as one in which all output is operating within ± 3 standard deviations of the process center.

Question 69

Total process variation is made up of the sum of common cause variation and special cause variation.

Question 70

The statistical process control (SPC)chart is one of the most important tools for identifying important issues to improve quality.

Question 71

Which of the following is not considered one the basic 7 tools of quality?

A)Pareto charts
B)Fishbone charts
C)Brainstorming
D)Scatter plots

Question 72

One of the roles of managers who are overseeing the statistical process control analysis is to set the control limits at the desired levels prior to collecting data from the process.

Question 73

It is entirely possible for the R-chart to show that a process is in statistical control and the -chart to show that the same process is out of control.

Question 74

The cause-and-effect chart is an example of:

A)Pareto charts.
B)Fishbone diagram.
C)range charts.
D)control charts.

Question 75

In most processes,the process control limits are set to correspond with the specification limits on the product.

Question 76

The control limits in the x-bar chart are set so that 95 percent of the values will fall inside the control limits when there is only common cause variation.

Question 77

A p-chart would potentially be used to monitor the diameters of bolts made by a bolt manufacturing plant.

Question 78

One of the most common sources of common cause variation is the people who are working in the process.

Question 79

The frequency distribution of most processes will begin to resemble the shape of the normal distribution as the values are collected and grouped into classes.

Question 80

Control charts are used to determine if a process is:

A)testable.
B)variable.
C)operating with inherent variation only.
D)measurable.