Deck 3: Tools and Techniques for Quality Design and Control

Question 1

In applying QFD, it is important to convert the customer's words into technical terminology so as not to have customer needs misinterpreted by designers and engineers.

Answer 1

False

Question 2

A process owner might be an individual, a team, a department, or some cross-functional group.

Answer 2

True

Question 3

The House of Quality relates customer attributes to technical features to ensure that any engineering decision has a basis in meeting a customer need.

Answer 3

True

Question 4

Using design failure mode and effects analysis (DFMEA), will not only improve product functionality and safety but also reduce external failure costs.

Question 5

The idea behind poka-yoke is to avoid repetitive tasks or actions that depend on vigilance or memory in order to free workers' time and minds to pursue more creative and value-adding activities.

Question 6

Significant reductions in cycle time can be achieved simply by focusing on individual subprocesses.

Question 7

The roof of the House of Quality shows the interrelationships between the voice of the customer and the technical features.

Question 8

Competitive evaluation links QFD to a company's strategic vision and allows priorities to be set in the design process.

Question 9

Process plan and quality control charts translate technical features of the final product into design requirements for critical components.

Question 10

Technical features are the translation of the voice of the customer into technical language.

Question 11

Mass customization refers to providing personalized, custom-designed products to meet individual customer preferences at prices comparable to mass-produced items.

Question 12

In poka-yoke, customer errors in preparation arise when customers fail to remember steps in the process or to follow instructions.

Question 13

In the House of Quality, the symbol "o" denotes a weak relationship.

Question 14

Most of the QFD activities represented by the first two houses of quality are performed by people in the product development and engineering functions.

Question 15

Cycle time is an important metric for agility.

Question 16

The final step in building the House of Quality is the evaluation of the technical features of competitive products and the development of targets.

Question 17

A major disadvantage of QFD is the lack of communications and teamwork between all constituencies in the production process.

Question 18

Computer prompts and color-coded cash register keys are some examples of poka-yoke devices.

Question 19

In services high in labor intensity, the customer's impression of physical facilities, processes, and procedures is important.

Question 20

Design optimization is the stage in DFSS which focuses on product and process performance issues necessary to fulfill the product and service requirements in manufacturing or delivery.

Question 21

In the the DMADV process, the _____ activity is focused on concept development from engineering and aesthetic perspectives.

A) design
B) define
C) measure
D) analyze

Question 22

In the DMADV process, the _____ activity involves prototype development, testing, and implementation planning for production.

A) verify
B) design
C) define
D) analyze

Question 23

With respect to the four principal activities of Design for Six Sigma, _____ focuses on product and process performance issues necessary to fulfill the product and service requirements in manufacturing or delivery.

A) design optimization
B) concept development
C) design development
D) design verification

Question 24

Statistical process control (SPC) requires processes to show measurable variation, and therefore, is effective for quality levels approaching Six Sigma.

Question 25

In the the DMADV process, the _____ activity gathers the voice of the customer, identifies the vital characteristics that are most important to customers, and outlines the functional requirements of the product that will meet customer needs.

A) measure
B) define
C) verify
D) design

Question 26

In the four principal activities of Design for Six Sigma, _____ ensures that the capability of the production system meets the appropriate level of performance.

A) design development
B) design verification
C) concept development
D) design optimization

Question 27

With respect to the four principal activities of Design for Six Sigma, _____ seeks to minimize the impact of variation in production and use, creating a "robust" design.

A) design optimization
B) design development
C) design verification
D) concept development

Question 28

Control charts can be easily applied to service organizations.

Question 29

If a process has significant variability, then managers can increase the load on the process because they do not have to incorporate slack into their production plans.

Question 30

While using the statistical process control methodology, control charts can be used only by manufacturing units and not by service organizations..

Question 31

In the the DMADV process, the _____ activity focuses on developing detailed specifications, purchasing requirements, and so on, so that the concept can be produced.

A) define
B) analyze
C) design
D) measure

Question 32

Statistical control means that both the process average and variance are constant over time.

Question 33

Juran and Deming stated that the majority of quality problems are customer-controllable.

Question 34

With respect to the four principal activities of Design for Six Sigma, in the _____ activity, product functionality is determined based upon customer requirements, technological capabilities, and economic realities.

A) design verification
B) design optimization
C) design development
D) concept development

Question 35

In the the DMADV process, the _____ activity focuses on identifying and understanding the market need or opportunity.

A) verify
B) define
C) design
D) measure

Question 36

In Caterpillar's DMEDI process, the _____ activity refers to understanding the purpose of the process to be developed by goal statements, generation plans, and resource identification.

A) implementing detailed design
B) measuring customer needs
C) developing detailed design
D) defining activities

Question 37

Because statistical process control (SPC) requires processes to show measurable variation, it is ineffective for quality levels approaching Six Sigma.

Question 38

Thresholds of evaluation provide a means of focusing attention on random errors that is, common causes of variation.

Question 39

Control is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance.

Question 40

Process control applies only to manufacturing units and not to the service sector.

Question 41

Which of the following statements is true about the various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?

A) A hair-stylist would be low in all three dimensions.
B) A railroad is high in labor intensity but low on the other two dimensions.
C) A fast-food restaurant would be high in customization and customer contact, but low in labor intensity.
D) An interior design service would be high in all three dimensions.

Question 42

In the context of poka-yoke, _____ errors arise in the contact between the server and the customer.

A) tangible
B) treatment
C) system
D) illusive

Question 43

With respect to designing quality goods and services, DFMEA stands for _____.

A) design failure mode and effects analysis
B) design function mode and effects analysis
C) design failure mode and efficiency analysis
D) design feature methods and efficiency analysis

Question 44

_____ is a term that is commonly used to characterize flexibility and short cycle times.

A) Fitness for use
B) Proactiveness
C) Agility
D) Big Q

Question 45

_____ is the first step in building the house of quality.

A) Identifying customer attributes
B) Identifying technical features
C) Evaluating technical features and develop targets
D) Determining which technical features to deploy in the production process

Question 46

_____ is the process of designing a product for efficient production at the highest level of quality.

A) QFD
B) DFM
C) DFMEA
D) DFE

Question 47

In the context of poka-yoke, doing work incorrectly, in the wrong order, or too slowly, as well as doing work not requested are examples of:

A) treatment errors.
B) preparation errors.
C) task errors.
D) tangible errors.

Question 48

In the context of poka-yoke, _____ errors result from the task, treatment, or tangibles of the service.

A) server
B) process
C) cumulative
D) common

Question 49

In Caterpillar's DMEDI process, the _____ activity refers to using creative techniques to develop alternative concepts and evaluate those ideas by validating customer requirements.

A) measuring customer needs
B) exploring design concepts
C) implementing detailed design
D) defining opportunities

Question 50

With respect to the symbols used to denote the relationship between a pair of technical features in a house of quality, the ______ symbol is used to denote a weak relationship.

A) D
B) o
C) *
D) ^

Question 51

In the scoring rubric of the DFMEA ratings, the number _____ represents a failure that is so minor that a customer probably would not notice it.

A) 1
B) 5
C) 7
D) 10

Question 52

_____ is a methodology used to ensure that customers' requirements are met throughout the product design process and in the design and operation of production systems.

A) BCG analysis
B) Concept engineering
C) Quality function deployment
D) Total quality

Question 53

In the scoring rubric of the DFMEA ratings, the number _____ represents a major impact on customer satisfaction.

A) 1
B) 0
C) 5
D) 10

Question 54

With respect to the symbols used to denote the relationship between a pair of technical features in a house of quality, the ______ symbol is used to denote a strong relationship.

A) o
B) *
C) ^
D) D

Question 55

In the scoring rubric of the DFMEA ratings, the number _____ represents a failure that is hazardous or potentially life-threatening.

A) 1
B) 5
C) 7
D) 10

Question 56

______ is an approach for mistake-proofing processes using automatic devices or methods to avoid simple human error.

A) Quality function deployment
B) Quality circles
C) Quincunx
D) Poka-yoke

Question 57

_____ is the final step in building the house of quality.

A) Identifying customer attributes
B) Identifying technical features
C) Evaluating technical features and develop targets
D) Determining which technical features to deploy in the production process

Question 58

_____ is a set of matrices used to relate the voice of the customer to technical features and production planning and control requirements.

A) House of Quality
B) BCG matrix
C) Production matrix
D) Customer Quality Index

Question 59

_____ is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance.

A) Planning
B) Agility
C) Variance
D) Control

Question 60

_____ is the process of designing a product keeping in mind environmental concerns such as recyclability and disassembly.

A) QFD
B) DFM
C) DFMEA
D) DFE

Question 61

Describe the principal activities in the Design for Six Sigma process.

Question 62

In the statistical process control methodology, when _____ causes are present, the process is deemed to be out of control.

A) special
B) random
C) common
D) cumulative

Question 63

By viewing processes as interconnected components of a system, we avoid:

A) suboptimization.
B) capacity utilization.
C) process variance.
D) root causes.

Question 64

What goes into designing of a service process?

Question 65

The phenomenon that occurs when small changes in demand occur, the variation in production and inventory levels becomes increasingly amplified upstream at distribution centers, factories, and suppliers, that results in unnecessary costs and difficulties in managing material flow is known as:

A) bullwhip effect.
B) upstream variation.
C) simulation.
D) under-dumping.

Question 66

In the poka-yoke system, what are the types of errors?

Question 67

_____ is a methodology for monitoring a process to identify special causes of variation and signaling the need to take corrective action when it is appropriate.

A) Quality function deployment
B) Statistical process control
C) Variation mapping
D) Vertical integration

Question 68

List the operational problems created by excessive variation.

Question 69

_____ was the first to distinguish between common causes and special causes in process variation.

A) Edwards Deming
B) Walter Shewhart
C) Joseph Juran
D) Philip B. Crosby

Question 70

In the control chart used in the statistical process control methodology, the sample values will fall within upper control limit (UCL) and the lower control limit (LCL) if the process is affected only by _____ causes of variation.

A) common
B) assignable
C) non-random
D) special

Question 71

Briefly describe the statistical process control (SPC) methodology.

Question 72

What is the focus of quality function deployment? Briefly describe the process.

Question 73

______ developed the control chart to identify the effects of special causes of process variation.

A) Joseph Juran
B) Philip B. Crosby
C) Walter Shewhart
D) Edwards Deming

Question 74

In the statistical process control methodology, if the variation in the process is due to _____ causes alone, the process is said to be in statistical control.

A) non-random
B) special
C) assignable
D) common

Question 75

The Joint Commission Accreditation of Health Care Organizations (JCAHO) requires that health care providers should establish _____, which are levels at which special investigation of problems should occur.

A) upper limits for health indicators
B) healthcare indicators
C) critical care levels
D) thresholds for evaluation

Question 76

What are the three houses of quality used to deploy the voice of the customer to component parts characteristics, process planning, and production planning?

Question 77

List the enablers of agility.

Question 78

How is the responsibility for control in control systems determined?

Question 79

Describe process management.