Deck 2: Quality Management

Question 1

The degree to which quality characteristics are designed into the product is known as quality of design.

Answer 1

True

Question 2

Use several quality measures that reflect productivity.

Answer 2

Finally, a QMS can not only help to reduce quality-related costs and improve market share and profitability, but also improve productivity. In fact, virtually all aspects of quality improvement have a favourable impact on different measures of productivity. Improving product design and production processes, improving the quality of materials and parts, and improving job designs and work activity will all increase productivity.

Question 3

Training, supervision, and control are important elements in achieving quality of conformance.

Answer 3

True

Question 4

Quality characteristics included in the product's design must be balanced against production costs.

Question 5

Classify quality-related costs and calculate and interpret quality-measurement indices.

Question 6

How well the product or service does what it is intended to do is known as quality of design.

Question 7

Globalization and foreign competition began to change consumer's attitudes towards quality in the 1950s.

Question 8

Describe the Six Sigma and Lean Six Sigma quality management systems and calculate changes in profit resulting from Six Sigma projects.

Question 9

Service quality is more directly related to the interaction between customer and employee than is manufacturing quality.

Question 10

Companies that satisfy its customer quality requirements often require the commitment of their suppliers.

Question 11

Quality of performance relates to the basic operating characteristics of a product.

Question 12

Discuss the meaning of quality of goods and services from both the producer's and consumer's perspectives.

Question 13

Discuss the evolution of quality management into a quality management system, including key figures and their contributions.

Question 14

The probability that a product will operate properly within an expected time frame is known as quality of performance.

Question 15

The degree to which a product meets pre-established standards is known as quality of conformance.

Question 16

Use several common quality-control tools.

Question 17

The consumer makes the final judgment regarding quality.

Question 18

Describe several approaches used for involving employees in the quality-improvement process.

Question 19

The courtesy and competence of the repair person can be one aspect of maintainability.

Question 20

The dimension of quality related to the life-span of a product before replacement is known as durability.

Question 21

McDonald's has a reputation for high-quality service resulting from the application of quality management principles.

Question 22

Employees' role in quality management is becoming less important because of the implementation of strong quality management systems.

Question 23

Six Sigma is one of several well known quality management systems.

Question 24

Deming believed that only employees are responsible for improving quality.

Question 25

Total quality management represents a set of management principles that focus on quality improvement in all the functional areas within a company.

Question 26

Deming emphasized the use of statistical quality control techniques to reduce variability in the output of a process.

Question 27

One principle of total quality management (TQM) is that middle management is solely responsible for providing the leadership for quality.

Question 28

Quality management principles often do not apply to services because the customer has lower quality expectations.

Question 29

Deming emphasized final product inspection as a way to improve process quality.

Question 30

Most members of a supply chain understand the importance of high quality because they are both customers and suppliers.

Question 31

From the producer's perspective, quality is determined by what the consumer wants and is willing to pay for.

Question 32

The Deming Wheel is also known as the plan-do-check-act (PDCA) cycle.

Question 33

Deming advocated the elimination of both common cause and special cause variation as a way to improve a process.

Question 34

Toyota achieved high product quality by adapting many of the quality management principles that had first been developed in the United States.

Question 35

Benchmarking involves comparing a company's quality to the best level of quality achieved by another company in the same industry.

Question 36

Some companies enter into long-term relationships with suppliers who in return commit to meeting only delivery deadlines.

Question 37

Today total quality management has been displaced by quality management systems.

Question 38

Deming advocated continuous process improvement to reduce variability and achieve conformance to design specifications.

Question 39

The training and education of all employees on quality improvement is a basic principle of total quality management.

Question 40

Statistical process control monitors and controls quality for both qualitative and quantitative variables.

Question 41

The fundamental objective of Six Sigma is to focus on improvement by reducing process variation.

Question 42

With Six Sigma, a teacher and mentor is known as a Green Belt.

Question 43

ISO 9000 certification is a major consideration for doing business within North America.

Question 44

All of the following are dimensions of quality for manufactured products, except

A) conformance.
B) reliability.
C) durability.
D) feasibility.

Question 45

Customer complaint costs are an example of external failure costs.

Question 46

With Six Sigma, the project team leader is known as a Black Belt.

Question 47

W. Edwards Deming believed that primary responsibility for quality improvement rested with

A) the firm's employees only.
B) the form's management only.
C) research engineers and consulting statisticians only.
D) both the employees and management of the firm.

Question 48

Six Sigma quality is a statistical measure that equates to only 3.4 defects per million.

Question 49

___ advocated continuous improvement to the production process to achieve conformance to specifications and reduce variability.

A) W. Edwards Deming
B) Philip Crosby
C) Kaoru Ishikawa
D) Frederick Taylor

Question 50

The degree to which a product meets pre-established standards is known as

A) conformance.
B) performance.
C) reliability.
D) none of the above.

Question 51

Companies that have adopted Six Sigma view it as a short-term strategy for quality improvement.

Question 52

The cost of measuring, testing, and analyzing are collectively known as appraisal costs.

Question 53

A relationship between a firm and its supplier where the supplier agrees to meet the firms' quality standards and the firm enters into a long-term purchasing agreement with the supplier is known as

A) outsourcing.
B) vertical integration.
C) partnering.
D) conformance.

Question 54

Two team approaches to improvement are quality circles and process improvement teams.

Question 55

Before Six Sigma, quality levels in North America were generally measured in defects per hundred.

Question 56

All of the following are dimensions of quality for services, except

A) courtesy.
B) servicability.
C) consistency.
D) responsiveness.

Question 57

Which of the following is not a dimension of quality for a manufactured good?

A) performance
B) reliability
C) courtesy
D) durability

Question 58

Making sure that the product meets the design specifications during production is referred to as

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

Question 59

The probability that a product will operate properly within an expected time frame is the dimension of quality known as

A) durability.
B) reliability.
C) performance.
D) serviceability.

Question 60

Six Sigma is a recognized quality program based strictly on statistical process control.

Question 61

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: How many units must the company put into production each day to achieve a daily yield of 350 good units?

A) approximately 430 units
B) approximately 415 units
C) approximately 468 units
D) approximately 361 units

Question 62

Which of the following quality tools displays the steps in a process on a graph?

A) Process flow chart
B) Fishbone diagram
C) Histogram
D) Scatter diagram

Question 63

Which of the following quality tools displays the relationship between two variables on a graph?

A) Process flow chart
B) Fishbone diagram
C) Histogram
D) Scatter diagram

Question 64

Which of the following statements about the voice of the customer is not correct?

A) The vast majority of consumers trusts peer recommendations, but only a small minority trusts advertisements.
B) Customers who "like" Walmart on Facebook are four times more likely to buy there than the average person.
C) On average, satisfied customers will tell more people on social media about their experiences than an unsatisfied customer will tell.
D) Over four out of five of consumers consult online reviews prior to their holiday purchases.

Question 65

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: How many units must the company put into production each day to achieve a daily yield of 100 good units?

A) approximately 128 units
B) approximately 108 units
C) approximately 106 units
D) approximately 104 units

Question 66

All of the following are part of DMAIC except

A) Improve.
B) Control.
C) Measure.
D) Implement.

Question 67

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: What is the daily production yield for the company if daily input is 200 units?

A) 192 units
B) 188 units
C) 184 units
D) 156 units

Question 68

Kaizen stands for

A) fitness for use.
B) quality of design.
C) Six Sigma.
D) continuous improvement.

Question 69

Appraisal costs include the following except

A) inspection and testing costs.
B) test equipment costs..
C) training costs.
D) operator costs.

Question 70

All of the following are parts of DMAIC, except

A) Define.
B) Measure.
C) Analyze.
D) Improvise.

Question 71

Which of the following quality tools displays the frequency of data related to a quality problem?

A) Fishbone diagram
B) Histogram
C) Scatter diagram
D) Process flow chart

Question 72

The costs associated with developing a quality management system are known as

A) training costs.
B) design costs.
C) quality planning costs.
D) information costs.

Question 73

Briefly discuss four dimensions of quality a consumer looks for in manufactured products.

Question 74

___ developed control charts for statistical quality control.

A) W. Edwards Deming
B) Philip Crosby
C) Kaoru Ishikawa
D) Walter Shewhart

Question 75

Which quality guru stated that "Quality is not only free, it is an honest-to-everything profi t maker."?

A) W. Edwards Deming
B) Philip Crosby
C) Kaoru Ishikawa
D) Frederick Taylor

Question 76

A production process consists of the following four stages with the average percentage of good quality at each stage as shown: What is the daily production yield for the company if daily input is 500 units?

A) 485 units
B) 465 units
C) 407 units
D) 400 units

Question 77

Which of the following quality tools displays major causes of poor quality on a graph?

A) Process flow chart
B) Fishbone diagram
C) Histogram
D) Scatter diagram

Question 78

W. Edwards Deming's overall philosophy for achieving quality is embodied in

A) his 14 points.
B) his statement of purpose.
C) his use of statistical control.
D) none of the above.

Question 79

What is quality of conformance from the producer's perspective and how can it be achieved?

Question 80

Directly involving employees in the quality-management process is referred to as

A) partnering.
B) a quality circle.
C) Six Sigma.
D) participative problem solving.