Deck 15: Quality Management

Question 1

Joseph Juran preached the "14 Points" for management in his quality philosophy.

Answer 1

False

Question 2

Both consultants and business professionals now agree on a universal definition of quality.

Answer 2

False

Question 3

In the define phase of the Six Sigma DMAIC problem-solving approach, teams identify critical to quality (CTQs) characteristics considered by the customer to have the most impact on quality.

Answer 3

True

Question 4

Performance standards in services are analogous to manufacturing specifications.

Question 5

ISO 9000 is mainly used in the United States.

Question 6

Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service delivery process.

Question 7

Zero defects is achieved by identifying defects in production processes and fixing them.

Question 8

Empathy relates to the "knowledge and courtesy of service providers and their ability to convey trust and confidence."

Question 9

ISO 9000 is best used by firms with mature quality systems as a means of refining their quality practices.

Question 10

Corporate sponsors who support Six Sigma activities are typically called "black belts."

Question 11

To get top management's attention about quality issues, it is useful to measure quality in monetary terms rather than from the operational perspective on the number of defects and nonconformances.

Question 12

W. Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper management.

Question 13

Six Sigma quality is based on a statistical measure that seeks to achieve at most 3.4 errors or defects per million opportunities.

Question 14

"Fitness for use" relates to how well quality meets design targets and tolerances.

Question 15

W. Edward Deming believed that productivity would improve by setting numerical quotas.

Question 16

The Deming philosophy focuses on bringing about improvements in product and service quality by reducing uncertainty and variability in goods and services design and associated processes.

Question 17

The most relevant definition of quality for an operations manager is "conformance to specifications."

Question 18

ISO 9000 definition of quality system standards is based on the premise that certain generic characteristics of management practice can be standardized and that a well-designed, well-implemented and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.

Question 19

W. Edward Deming believed that higher quality leads to higher costs, but to even higher market share.

Question 20

The Gap Model helps managers to link quality management practices within the value chain to customer expectations.

Question 21

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out.

Question 22

The recognized benchmark for Six Sigma implementation is

A)Sears, Roebuck and Co.
B)DuPont
C)General Electric
D)American Express

Question 23

A Pareto diagram helps to understand the relationships between two variables and to verify possible cause and effect hypotheses.

Question 24

Root cause analysis uses all of the following tools and methods except

A)Zero Defects
B)Seven Quality Control Tools
C)5-Why Technique
D)DMAIC

Question 25

Six Sigma efforts use all of the following concepts and methods except

A)Process control such as reducing variation
B)Process improvement such as mistake proofing
C)Critical to quality characteristics such as appraisal costs
D)Advanced statistical tools such as multiple regression

Question 26

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of poka-yoke.

Question 27

In the act stage of the Deming cycle, improvements become standardized and the plan is implemented as a "current best practice" and communicated throughout the organization.

Question 28

Because of the amount of resources required, a Kaizen blitz is generally performed outside of normal working hours over several weeks or months.

Question 29

The seven QC tools are designed to be simple so that workers at all levels can use them.

Question 30

Which of the following describes the quality definition of fitness for use?

A)Perfection and consistency in goods and service quality
B)Doing it right the first time
C)Conforming to design specifications
D)The ability of a good or service to meet customer needs

Question 31

A control chart is quality-control jargon for an ordinary run chart that plots data over time.

Question 32

In Six Sigma terminology, a defect is any mistake or error that is passed on to the customer.

Question 33

Costs of recalls and warranty claims are classified as internal failure costs.

Question 34

Which one of the following statements is false?

A)Kaizen is the process of specifying design specifications for goods and services.
B)A cause-and-effect diagram is also called a fishbone diagram.
C)Scrap and rework costs are part of internal failure quality costs.
D)The Deming Cycle is named after a famous quality guru and consists of four steps-Plan, Do, Study, Act (PDSA).

Question 35

The dpmo or epmo for a three-sigma quality level is

A)66,807
B)6,210
C)233
D)3.4

Question 36

Which of the following is true regarding the history of quality management?

A)During the Industrial Revolution, workers on the shop floor began to take on increased responsibility for quality.
B)Six Sigma was developed in Japan as a cost reduction approach during the 1970s.
C)Deming's diagram of a value chain emphasized the importance of consumers and suppliers in supporting continuous quality improvement.
D)Beginning around 1950, Deming and Juran began educating top U.S. managers, which lead to the growth and development of quality management in the U.S.

Question 37

In applying Six Sigma to services, the four key measures of performance include all of the following except

A)accuracy
B)empathy
C)cost
D)customer satisfaction

Question 38

Because of the expense and training involved, Six Sigma is practical only in large manufacturing organizations.

Question 39

The cost of quality refers to the out of pocket costs that customers incur if they receive a poor quality good or service.

Question 40

The costs associated with maintaining measurement instruments would be an example of appraisal costs.

Question 41

Discuss different ways of defining quality and how these differ for goods and services.

Question 42

Which of the following is not directly related to W. Edwards Deming?

A)Quality leads to a sustainable market
B)Quality is free
C)Higher quality leads to higher productivity and lower cost
D)Plan, Do, Study, Act

Question 43

ISO 9000:2000 principles consist of all of the following except

A)Involvement of people
B)Mutually beneficial supplier relationships
C)Zero defects
D)System approach to management

Question 44

Machine down time and downgrading costs are examples of which type of quality cost?

A)Prevention
B)Appraisal
C)Internal-failure
D)External-failure

Question 45

A tool to help determine how a process works and what it is supposed to do is a

A)Run chart
B)Cause-and-effect diagram
C)Scatter diagram
D)Flowchart

Question 46

Cause-and-effect diagrams would help most in which phase of the DMAIC problem-solving approach?

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

Question 47

Which of the following is not one of W. Edwards Deming's 14 points?

A)Create a vision and demonstrate commitment
B)Stop making decisions purely on the basis of cost
C)Eliminate exhortation
D)The only performance standard is Zero Defects

Question 48

In the SERVQUAL instrument for measuring service quality, the concept of assurance is associated with

A)The ability to convey trust and confidence
B)Caring and individualized attention
C)Always providing consistent service
D)Performing a service quickly and on time

Question 49

Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement?

A)W. Edwards Deming
B)Joseph Juran
C)Philip Crosby
D)Jack Hillerich

Question 50

Which of the following is not considered part of Total Quality?

A)A focus on the customers and stakeholders
B)A process focus
C)Participation and team work
D)Six Sigma

Question 51

GE's Six Sigma problem solving approach employs five phases. Which is not one of the phases?

A)Define (D)
B)Measure (M)
C)Analyze (A)
D)Improvise (I)

Question 52

A tool to help focus on the most significant problems is

A)Flow-charts
B)Pareto analysis
C)Cause-and-effect diagram
D)Scatter diagram

Question 53

List the three principles of total quality and why they are important.

Question 54

Which does not fit with Six Sigma implementation?

A)Emphasizing critical-to-quality characteristics
B)Focusing on corporate sponsor to support team-activity
C)Creating quality system standards
D)Extensive training of employees in various tools

Question 55

All of the following relate to Six Sigma except

A)Clear financial returns
B)Use of PDSA problem solving approach
C)Output critical to customers
D)A stretch goal

Question 56

All of the following are components of the GAP model except

A)The discrepancy between delighting or pleasing customers and total customer service and satisfaction
B)The discrepancy between management's perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications
C)The discrepancy between quality specifications documented in operating and training manuals and plans and their implementation
D)The difference between the customer's expectations and perceptions

Question 57

Which of the following is not a part of Philip Crosby's philosophy of quality?

A)Quality means conformance to requirements not elegance
B)The only performance standard is Six Sigma
C)There is no such thing as a quality problem
D)The only performance measurement is the cost of quality, which is the expense of non-conformance

Question 58

In reference to quality cost classifications, training and equipment design would fall in the ____ category.

A)Prevention
B)Appraisal
C)Internal-failure
D)External-failure

Question 59

At a gas station, a diesel pump nozzle that will not fit into a non-diesel automobile is an example of ____?

A)Kaizen blitz
B)dpmo
C)Poka-yoke
D)External failure

Question 60

Which of the following emphasizes defects per million opportunities as a key measure of quality?

A)The 14 Points
B)ISO 9000:2000
C)The Gap model
D)Six Sigma

Question 61

Describe the rationale underlying ISO 9000:2000.

Question 62

Over the last year, 1,100 oral medications were administered at a health clinic. Quality is measured by the proper amount of dosage and the use of the correct drug. In three (3) instances, the incorrect amount was given, and in two (2) instances, the wrong drug was selected. What is the epmo metric?

Question 63

The GAP model recognizes five ways to mis-specify and mismanage the creation and delivery of high levels of quality. Describe each of the five problem areas (GAPS).

Question 64

Define root cause and describe root cause analysis.

Question 65

An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items. What is the maximum number of defects that could occur during a year if the process is operating at a six sigma level?

Question 66

Define Six Sigma and explain the key concepts used to implement a Six Sigma quality initiative.

Question 67

What are the 7 QC Tools and what value are they for quality improvement? Briefly explain how each tool is used.

Question 68

Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they agree and on which they differ.

Question 69

Discuss Kaizen and how it differs from a Kaizen Blitz.

Question 70

Each day, a golf resort handles 700 golfers. Each guest encounters 22 "moments of truth" during a typical day. The resort is open seven days a week. If they receive 12 complaints per week, what is the epmo measure?

Question 71

The employees in an insurance company's mailroom are responsible for sorting and delivering the incoming U.S. mail to the correct departments. These employees have been receiving numerous complaints that mail is being delivering to the wrong departments. To better understand these complaints, the mailroom employees recorded the number of these complaints they received each day for the last 20 working days (Monday through Friday for the last 4 weeks). The data, in the order of the last 20 working days, is given below. Plot these data on a run chart. What conclusion can you make about the number of complaints received over the last 4 weeks?

Question 72

Explain the four components of the cost of quality.

Question 73

Define poka-yoke and provide some examples.