Deck 3: Quality Management

Question 1

The Six Sigma process DMAIC stands for

A)design,manage,analyze,implement,continuously improve
B)design,make,assemble,inspect,complete
C)define,measure,analyze,improve,control
D)define,make,align,implement,control

Answer 1

C

Question 2

Pareto analysis is based on Joseph Juran's finding that

A)most quality problems are caused by employees
B)most quality problems result from only a few causes
C)most quality problems are caused by a relationship between two process variables
D)most quality problems result from a defective process flowchart

Answer 2

B

Question 3

The term "quality management system" QMS)evolved out of

A)the PDCA cycle
B)Demings' total quality management TQM)system
C)Six Sigma
D)ISO:9001

Answer 3

D

Question 4

An organization that measure the "voice of the customer VoC)" is

A)International Standards Organization ISO)
B)American Society for Quality ASQ)
C)American Customer Satisfaction Index ACSI)
D)J.P.Tower and Associates

Question 5

An important dimension of quality at many services is

A)conformance to accepted standards
B)timeliness and waiting time
C)reliability
D)features and aesthetics

Question 6

The statistically based numerical goal of Six Sigma is

A)3.4 defects per billion opportunities
B)2 defects per billion opportunities
C)3.4 defects per million opportunities
D)99.9% defect free products

Question 7

A graph of the elements of a quality problem broken into categories showing their relationships is a

A)Pareto diagram
B)scatter diagram
C)fishbone diagram
D)process control chart

Question 8

The quality of conformance depends on

A)the specifications required by the product or design
B)the product's or service's dimensions of quality
C)the quality of design
D)the value the customer expects

Question 9

The final judgement regarding quality is made by

A)top management
B)customer satisfaction surveys
C)the producer
D)the customer

Question 10

The Six-Sigma DMAIC steps are based on Deming's

A)14 points
B)statistical process control charts
C)PDCA cycle
D)7 quality tools

Question 11

A business relationship in which a supplier agrees to meet a company's quality standards,and in return the company enters into a long-term purchasing agreement with the supplier is referred to as

A)a QMS contract
B)ISO:9001 certification
C)a supplier engagement contract
D)Partnering

Question 12

A quality "guru" who emphasized that the costs of poor quality far outweigh the cost of preventing poor quality is

A)W.E.Deming
B)Joseph Juran
C)Phillip Crosby
D)Armand V.Feigenbaum

Question 13

A quality "guru" known for developing and promoting the PDCA cycle is

A)W.E.Deming
B)Joseph Juran
C)Phillip Crosby
D)Kaoru Ishikawa

Question 14

A quality "guru" who proposed that quality improvement is achieved by focusing on projects to solve problems and securing breakthrough solutions is

A)W.E.Deming
B)Joseph Juran
C)Phillip Crosby
D)Walter Shewart

Question 15

From the producer's perspective an important consideration in achieving quality of conformance is

A)quality cost
B)product cost
C)design cost
D)labor cost

Question 16

In Six Sigma companies once an improvement project is identified the individual responsible for the project's success is a

A)green belt
B)master black belt
C)black belt
D)champion

Question 17

"Kaizen" is a Japanese term for

A)happiness in the workplace
B)participative problem solving
C)quality
D)continuous improvement

Question 18

An industry "best" level of quality service by a company that other companies seek to emulate is called a

A)standard
B)benchmark
C)goal
D)3.4 DPMO

Question 19

The final definition of quality is the customer's perception of a product's or service's

A)quality of conformance
B)quality of design
C)fitness for use
D)process capability

Question 20

The PDCA cycle stands for

A)process-develop-conform-approve
B)prevent-determine-conform-action
C)plan-develop-conform-accept
D)plan-do-check-act

Question 21

The only standard in the ISO 9000 family that can be certified is

A)ISO 14001
B)ISO 50001
C)ISO 9000:2015
D)ISO 9001:2015

Question 22

2010 Malcolm Baldrige National Quality award winner K&N Management is a

A)Fort Worth,TX based consulting company that offers services in engineering,environmental science and project management
B)Florida based private health care consulting firm
C)Austin,TX based company that operates a chain of fast-food restaurants
D)Tulsa,OK company that manufactures protection systems that control corrosion on pipelines and underground tanks

Question 23

The two cost categories of a quality management program are

A)equipment and inspection costs
B)process and training costs
C)information and planning costs
D)prevention and appraisal costs

Question 24

ISO 9000 certification in the U.S.is accomplished by

A)auditors designated by the European Union
B)the American Society for Quality ASQ)
C)audits conducted by registrars accredited by the RAB
D)the U.S.Department of Commerce

Question 25

The ISO member for the United States is the

A)American Society for Quality ASQ)
B)American National Standards Institute ANSI)
C)Registrar Accreditation Board RAB)
D)U.S.Conformity Organization USCO)

Question 26

Productivity is broadly defined as

A)yield divided by total planned units
B)output divided by input
C)quality cost divided by production cost
D)the quality-productivity ratio

Question 27

The two cost categories of poor quality are

A)customer complaint and lost sales costs
B)scrap and rework costs
C)internal and external failure costs
D)process failure and downtime costs

Question 28

In the most recently revised ISO 9000 standard an increased emphasis was placed on

A)quality costsr
B)sustainability
C)working conditions and safety
D)risk

Question 29

Philip Crosby in his book,Quality Without Tears,explains that the dollar cost of quality is difference between

A)the cost of doing things wrong and the cost of doing things right
B)cost of quality and the manufacturing cost
C)prevention and appraisal costs
D)internal and external failure costs

Question 30

One of the top quality awards in japan is the

A)Deming Medal
B)Deming Prize
C)Ishikawa Medal
D)EQM Award

Question 31

In order to keep them current and relevant all ISO standards are reviewed every

A)year
B)three years
C)five years
D)seven years

Question 32

The two companies that have won the Malcolm Baldrige National Quality Award twice are

A)Target and Ritz Carlton
B)Toyota and IBM
C)Motorola and K&N Management
D)Motorola and Ritz Carlton

Question 33

The breakthrough strategy is a process applied to improvement projects at the heart of

A)total quality management
B)Deming's plan-do-study-act cycle
C)quality function deployment QFD)
D)Six Sigma

Question 34

A measure of quality costs is the "cost index" which is the ratio of

A)internal to external failure costs
B)quality to manufacturing costs
C)product return to lost sales costs
D)prevention to appraisal costs