Ch.10 Quality Management and Six Sigma Exam Prep Jacobs

Operations and Supply Chain Management: The Core, 5e (Jacobs)

Chapter 10 Quality Management and Six Sigma

1) TQM was defined in the textbook as managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

2) TQM is an acronym meaning "total quality measurement."

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

3) One tool used in total quality management is the run chart.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

4) One SPC tool used in total quality management is the Pareto chart.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

5) An operational goal of total quality management is the careful design of the product or service.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

6) An operational goal of total quality management is ensuring that the organization's systems can consistently produce the product or service as it is designed.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

7) An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

8) Design quality refers to the inherent value of the product in the marketplace.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

9) One of the tools common to all quality efforts is leadership.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

10) In 1997 the Malcolm Baldrige National Quality Improvement Act established the U.S. annual award for total quality management.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

11) Conformance quality is a strategic decision for a firm.

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

12) The Malcolm Baldrige National Quality Award represents the U.S. government's endorsement of quality as an essential part of successful business strategy.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

13) While business organizations can seek to achieve the Baldrige National Quality Award, universities cannot.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

14) While small business organizations can seek to achieve the Baldrige National Quality Award, hospitals cannot.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

15) A quality guru named Philip Crosby defined quality as fitness for use.

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

16) A quality guru named Philip Crosby defined quality as conformance to requirements.

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

17) A quality guru named Joseph M. Juran defined quality as fitness for use.

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

18) A quality guru named Philip Crosby suggested that a general approach to quality management should involve prevention, not inspection.

Difficulty: 3 Hard

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

19) A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management.

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

20) Fundamental to any quality program is the determination of quality specifications and the costs of achieving (or not achieving) those specifications.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

21) The term "conformance quality" refers to the relative level of performance of a product as compared to competing products. For instance, certain luxury sedans are said to be of "higher quality" than some low-priced subcompact automobiles.

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

22) "Quality at the source" refers to the degree to which a product or service design specifications are met.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

23) Design quality in products refers to the degree to which a product or service design specifications are met.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

24) One of the definitions for the cost of quality is that it represents the costs attributable to the production of quality that is not 100 percent perfect.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

25) Six Sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

26) A process that is in Six Sigma control will produce no more than two defects out of every million units.

Difficulty: 2 Medium

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

27) An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

28) An opportunity flow diagram is a time sequenced chart showing plotted values measuring the flow of end product or components.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

29) Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent of sales.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

30) W. Edwards Deming states that the correct cost for a well-run quality management program should be under 0.5 percent of sales.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

31) The term CTQ is used in the "Define (D)" portion of the DMAIC methodology.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

32) The term CTQ stands for "Cost Through Quality", which is another way to express Philip Crosby's idea that "Quality is Free."

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

33) Design of experiments (DOE) refers to work done before production of early model prototypes of a new product.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

34) Design of experiments (DOE) is sometimes referred to as multivariate testing.

Difficulty: 2 Medium

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

35) The International Organization for Standardization (ISO) is a specialized international agency recognized by affiliates in more than 160 countries.

Difficulty: 2 Medium

Topic: ISO 9000 and ISO 14000

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

36) ISO 9000 is primarily concerned with environmental management.

Difficulty: 1 Easy

Topic: ISO 9000 and ISO 14000

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

37) ISO 14000 is primarily concerned with environmental management.

Difficulty: 1 Easy

Topic: ISO 9000 and ISO 14000

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

38) ISO standards ask a company first to document and implement its systems for quality management and then to verify, by means of an internal audit, the compliance of those systems with the requirements of the standards.

Difficulty: 1 Easy

Topic: ISO 9000 and ISO 14000

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

39) Variation in production systems that is caused by factors that can be clearly identified and possibly even managed is called assignable variation.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

40) An example of assignable variation in a production system may be that workers are not identically trained.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

41) An example of assignable variation in a production system may be that a machine is not adjusted properly.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

42) Variation that is inherent in a production process itself is called assignable variation.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

43) Variation that is inherent in a production process itself is called common variation.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

44) It is impossible to have zero variability in production processes.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

45) Genichi Taguchi's view of the cost of quality is that variance is a discontinuous function.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

46) The capability index is used to gauge economic changes in service systems.

Difficulty: 1 Easy

Topic: Process Capability

Learning Objective: 10-04

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

47) Process control is concerned with monitoring quality after the product or service has been produced.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

48) Statistical process control involves testing random samples of output from a process to determine whether the process is producing items within a preselected range.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

49) Measurement by attributes means taking a sample, measuring the attribute in question and determining the level of quality in the population from which the sample was drawn.

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

50) Attributes are those quality characteristics that are classified as either conforming or not conforming to specification.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

51) A p-chart has upper and lower control limits expressed as lines on the chart. As long as the sample values fall between these two lines there is no need to investigate process behavior.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

52) The p-chart is only useful for sampling that deals with continuous variables.

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

53) The value for Z used in quality control charts is based on the degree of confidence you want to have in the resulting UCL and LCL values.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

54) If the fraction defective is 0.12 based on a sample size of 16, the standard deviation used in the p-chart is about 0.08.

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

55) If the fraction defective is 0.4 based on a sample size of 100, the standard deviation used in the p-chart is about 0.10.

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

56) To obtain a 99.7 percent confidence level in a p-chart we would use a value of 3 for Z.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

57) Acceptance sampling is performed on goods that already exist to determine what percentage of items conforms to specifications.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

58) In acceptance sampling, the number of units in the sample (n) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha), and the probability of accepting a low quality lot (beta).

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

59) In acceptance sampling, the value for the acceptance number (c) is determined by the interaction of the acceptable quality level (AQL), the lot tolerance percent defective (LTPD), the probability of rejecting a high quality lot (alpha), and the probability of accepting a low quality lot (beta).

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

60) AQL stands for accepting questionable lots in production quality management.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

61) LTPD in acceptance sampling stands for "lot tolerance for parts defective."

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

62) The Greek letter alpha is associated with consumer's risk.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

63) The probability associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter alpha.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

64) The probability associated with accepting a low quality lot is denoted in acceptance sampling with the Greek letter alpha.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

65) The producer's risk associated with rejecting a high quality lot is denoted in acceptance sampling with the Greek letter beta.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

66) Total, one-hundred percent, inspection can never be cost justified.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

67) One-hundred percent inspection is justified when the cost of inspection is low.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

68) Sampling plans are generally displayed graphically through the use of operating characteristic (OC) curves.

Difficulty: 1 Easy

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

69) The capability index (Cpk) calculates the percentage of items being produced within specifications.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-04

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

70) The capability index (Cpk) indicates the position of the mean and tails of a process's variance relative to design specifications.

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-04

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

71) Standard practice in statistical process control for variables is to set control limits so that 95 percent of the sample means will fall within the UCL and the LCL.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

72) In variables sampling the actual measurements of the variable observed are used regardless of whether the unit is good or bad.

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

73) The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message?

A) Quality is free

B) Leadership from senior management

C) Customer focus

D) Total involvement of the workforce

E) Continuous improvement

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

74) The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was part of that message?

A) Fourteen steps for quality management

B) Quality is free

C) Customer focus

D) Zero defects

E) Six-sigma

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

75) An analytical tool used in six-sigma quality improvement programs is which of the following?

A) Leadership

B) Continuous improvement

C) Quick response

D) Partnership diagrams

E) Checksheets

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

76) Which of the following is not an analytical tool used in six-sigma quality improvement programs?

A) Run charts

B) Pass charts

C) Cause-and-effect diagrams

D) Flowcharts

E) Pareto charts

Difficulty: 2 Medium

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

77) A flow chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

A) Define

B) Measure

C) Analyze

D) Improve

E) Control

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

78) A fishbone diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

A) Define

B) Measure

C) Analyze

D) Improve

E) Control

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

79) An opportunity flow diagram as part of a six-sigma quality improvement process might be found in which DMAIC category?

A) Define

B) Measure

C) Analyze

D) Improve

E) Control

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

80) A Pareto chart as part of a Six Sigma quality improvement process might be found in which DMAIC category?

A) Define

B) Measure

C) Analyze

D) Improve

E) Control

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

81) Which of the following is an analytical tool used in Six Sigma quality improvement programs?

A) Leadership

B) Pareto Charts

C) Management by fact

D) Continuous improvement

E) Kaizen

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

82) Which of the following is not an analytical tool used in Six Sigma quality improvement programs?

A) Flowcharts

B) Run charts

C) Control charts

D) Pareto diagrams

E) Decision diagrams

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

83) Failure mode and effect analysis is used in Six Sigma projects. It involves which of the following?

A) Closely examining each rejected part to determine the cause

B) A careful sampling plan

C) Calculating a risk priority number for each possible failure

D) Reporting the effect each failure has had on a customer

E) Multivariate testing

Difficulty: 2 Medium

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

84) Design of experiments is a statistical methodology often used in Six Sigma projects. It aims to accomplish which of the following?

A) Keep careful track of the occurrences of each possible defect

B) Determine the cause and effect relationships between process variables and output

C) Report defects to management on a Pareto chart

D) Carefully change each individual process variable until the cause of a defect is found

E) Eliminate defects by finding out whom or what is causing them

Difficulty: 2 Medium

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

85) The Malcolm Baldrige award selection process helps improve quality and productivity by which of the following means?

A) Stimulating foreign based suppliers of American companies to improve quality

B) Reporting quality levels among American firms

C) Identifying American firms with the most difficult quality problems

D) Providing feedback to applicants by the examiners

E) Helping Baldrige award winners increase their sales

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

86) Which of the following are eligible companies to be considered for the Baldrige award?

A) Auditing firms

B) Offshore suppliers to U.S. companies

C) Firms operating only outside the U.S.

D) State government agencies

E) None of these

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

87) Which of the following are not eligible to be considered for the Baldrige Award?

A) Small businesses

B) Health care organizations

C) Educational institutions

D) State highway patrol organizations

E) Nuclear power plants

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

88) The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?

A) To encourage the spread of statistical quality control.

B) To improve human resource development and management in manufacturing.

C) To help companies review and structure their quality programs.

D) To prove that American firms were competitive in quality.

E) To emphasize the use of quantitative methods in process management.

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

89) Applicants for the Baldrige Award for total quality management must submit an application of up to 50 pages that details the processes and results of their activities under seven major categories. Which of the following is one of those categories?

A) DMAIC

B) Customer and Market focus

C) Standardization

D) Control

E) Inspection protocols

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

90) The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following?

A) Instituted a six-sigma approach to total quality control

B) Demonstrated a high level of product quality

C) Demonstrated outstanding quality in their products and processes

D) Have a world-class quality control function

E) Most significantly improved their product quality levels

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

91) Which of the following is not a category reported in applying for the Baldrige Award?

A) Corporate leadership

B) Use of statistical quality control tools

C) Business results

D) Consumer and market focus

E) Strategic planning

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-01

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

92) The dimension of design quality that concerns the sensory characteristics of the product is which of the following?

A) Features

B) Serviceability

C) Perceived quality

D) Reputation

E) Aesthetics

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

93) The dimension of design quality that concerns the consistency of performance over time or the probability of failing is which of the following?

A) Response

B) Serviceability

C) Reliability

D) Reputation

E) Perceived quality

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

94) The dimension of design quality that concerns secondary characteristics is which of the following?

A) Features

B) Serviceability

C) Reliability

D) Reputation

E) Perceived quality

Difficulty: 2 Medium

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

95) Which of the following is a dimension of design quality?

A) Price

B) Features

C) Color

D) Weight

E) Quality at the source

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

96) Which of the following is a dimension of design quality?

A) Aesthetics

B) Price

C) Quality at the source

D) Distribution

E) Leadership

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

97) Which of the following are basic assumptions that justify an analysis of the costs of quality?

A) Failures are caused

B) Prevention is more expensive

C) Performance can be learned

D) Rules of thumb don't always work

E) Appraisal costs are less than prevention costs

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

98) A cost of quality classification is which of the following?

A) Material costs

B) Prevention costs

C) Variable overhead

D) Direct labor

E) Inventory costs

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

99) Which of the following is the cost of quality classification for costs such as scrap, rework, or repair?

A) Appraisal costs

B) Prevention costs

C) External failure costs

D) Internal failure costs

E) Rework and wastage

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

100) Which of the following is the cost of quality classification for costs such as inspection, testing, and other tasks to ensure that the product or process is acceptable?

A) Appraisal costs

B) Prevention costs

C) External failure costs

D) Internal failure costs

E) Checking costs

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

101) Which of the following is the cost of quality classification for costs such as defects that pass through the system, such as customer warranty replacements, loss of customer or goodwill, handling complaints, and product repair?

A) Appraisal costs

B) Prevention costs

C) External failure costs

D) Customer return cost

E) Workmanship costs

Difficulty: 1 Easy

Topic: Total Quality Management

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

102) In monitoring process quality we might use which of the following statistics?

A) Absolute values

B) Percentage deviation from tolerance centers

C) "k" values for the sample mean

D) Logarithmic control intervals

E) Difference between the highest and lowest value in a sample

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

103) You have just used the capability index (Cpk) formulas to compute the two values "min [2, 2.5]." Which of the following is the proper interpretation of these numbers?

A) The true capability index value is 2.5

B) The mean of the production process has shifted to the left of the design limits

C) The mean of the production process has shifted to the right of the design limits

D) The mean has not shifted at all

E) The true capability index value is between 2 and 2.5

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-04

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

104) You have just used the capability index (Cpk) formulas to compute the two values "min [1, 1]." Which of the following is the proper interpretation of these numbers?

A) The true capability index value is exactly 1

B) The mean of the production process has shifted to the left of the design limits

C) The mean of the production process has shifted to the right of the design limits

D) The mean has not shifted at all

E) None of these

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-04

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

105) You have just used the capability index (Cpk) formulas to compute the two values "min [1.5, 1]." Which of the following is the interpretation of these numbers?

A) The true capability index value is 1

B) The mean of the production process has shifted to the left of the design limits

C) The mean of the production process has shifted to the right of the design limits

D) The mean has not shifted at all

E) The true capability index value is between 1.5 and 1

Difficulty: 1 Easy

Topic: Statistical Quality Control

Learning Objective: 10-04

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

106) Quality control charts usually have a central line and upper and lower control limit lines. Which of the following is not a reason that the process being monitored with the chart should be investigated?

A) A large number of plots are close to the upper or lower control lines

B) Erratic behavior of the plots

C) A single plot falls above or below the control limits

D) A change in raw materials or operators

E) A run of five above the central line

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

107) Quality control charts usually have a central line and upper and lower control limit lines. Which of the following are reasons that the process being monitored with the chart should be investigated?

A) A single plot falls above or below the control limits

B) Normal behavior

C) A large number of plots are on or near the central line

D) No real trend in any direction

E) A change in raw materials or operators

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

108) If there are 120 total defects from 10 samples, each sample consisting of 10 individual items in a production process, which of the following is the fraction defective that can be used in a p-chart for quality control purposes?

A) 120

B) 10

C) 8

D) 1.2

E) 0.8

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

109) If there are 400 total defects from 8 samples, each sample consisting of 20 individual items in a production process, which of the following is the fraction defective that can be used in a p-chart for quality control purposes?

A) 400

B) 160

C) 2.5

D) 1.0

E) 0.4

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

110) You want to determine the upper control line for a p-chart for quality control purposes. You take several samples of a size of 100 items in your production process. From the samples you determine the fraction defective is 0.05 and the standard deviation is 0.02. If the desired confidence level is 99.7 percent, which of the following is the resulting UCL value for the line?

A) 0.39

B) 0.11

C) 0.06

D) 0.05

E) None of these

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

111) You want to determine the lower control line for a p-chart for quality control purposes. You take several samples of a size of 50 items in your production process. From the samples you determine the fraction defective is 0.006 and the standard deviation is 0.001. If the desired confidence level is 99.7 percent, which of the following is the resulting LCL value for the line?

A) 0.0

B) 0.002

C) 0.003

D) 0.004

E) None of these

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

112) You want to determine the control lines for a p-chart for quality control purposes. If the desired confidence level is 99 percent, which of the following values for Z would you use in computing the UCL and LCL?

A) 0.99

B) 2

C) 2.58

D) 3

E) None of these

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

113) You want to determine the control lines for a p-chart for quality control purposes. If the total number of defects from all samples is 2,500, the number of samples is 100, and the sample size is 50, which of the following would be the standard deviation used in developing the control lines?

A) 0.4900

B) 0.2499

C) 0.1556

D) 0.0707

E) 0.02499

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

114) You want to determine the control lines for a p-chart for quality control purposes. If the total number of defects from all samples is 560, the number of samples is 70, and the sample size is 80, which of the following would be the standard deviation used in developing the control lines?

A) 0.9000

B) 0.4556

C) 0.0335

D) 0.0011

E) 0.0112

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

115) For which of the following should we use a p-chart to monitor process quality?

A) Defective electrical switches

B) Errors in the length of a pencil

C) Weight errors in cans of soup

D) Temperature of entrees in a restaurant

E) Letter grades on a final examination

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

116) For which of the following should we use a p-chart to monitor process quality?

A) The dimensions of brick entering a kiln

B) Lengths of boards cut in a mill

C) The weight of fluid in a container

D) Grades in a freshman pass/fail course

E) Temperatures in a classroom

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

117) With which of the following should we use an X-bar chart based on sample means to monitor process quality?

A) Grades in a freshman pass/fail course

B) Tire pressures in an auto assembly plant

C) Vehicles passing emissions inspection

D) Computer software errors

E) Number of units with missing operations

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

118) Which of the following should we use an R-chart to monitor process quality?

A) Grades in a freshman pass/fail course

B) Tire pressures in an auto assembly plant

C) Vehicles passing emissions inspection

D) Computer software errors

E) Number of units with missing operations

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

119) Which of the following should we use an R-chart to monitor process quality?

A) Weighing trucks at a highway inspection station to determine if they are overloaded

B) Deciding whether an airliner has sufficient fuel for its trip

C) Student grades measured from 1 to 100

D) Determining whether vehicles from a motor pool will run

E) Determining the accuracy of a forecast of snow

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

120) You are developing an X-bar chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99.7 percent, and the average of the sample means is 24. Which of the following is your UCL?

A) 36

B) 24

C) 12

D) 4

E) None of these

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-03

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

121) You are developing an X-bar chart based on sample means. You know the standard deviation of the sample means is 4, the desired confidence level is 99 percent, and the average of the sample means is 20. Which of the following is your LCL?

A) 36

B) 24

C) 9.68

D) 16.79

E) 30.32

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

122) You want to develop a three-sigma R-chart. You know the average range is 5 based on several samples of size 10. Which of the following is the resulting UCL?

A) 20.9

B) 8.9

C) 7.02

D) 5

E) 3.1

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

123) You want to develop a three-sigma R-chart. You know the average range is 12 based on several samples of size 6. Which of the following is the resulting LCL?

A) 20.0

B) 18.3

C) 7.02

D) 5.6

E) 0.0

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

124) If you are going to develop an X-bar chart based on range statistics and you are using a sample size of 12 for your charting purposes, which of the following is the A2 factor for the X-bar chart?

A) 0.37

B) 0.31

C) 0.27

D) 0.22

E) 0.18

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

125) If you are going to develop an R-chart based on range statistics and you are using a sample size of 9 for your charting purposes, which of the following is the lower control limit D3 factor for the chart?

A) 0.08

B) 0.14

C) 0.18

D) 0.22

E) 0.29

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

126) If you are going to develop an R-chart based on range statistics and you are using a sample size of 15 for your charting purposes, which of the following is the upper control limit D4 factor for the chart?

A) 1.65

B) 1.70

C) 1.76

D) 1.87

E) 1.92

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

127) The capability index is:

A) The ratio of the range of values produced by a process divided by the range of values allowed by the design specification.

B) The ratio of the range of values allowed by the design specifications divided by the range of values produced by the process.

C) The ratio of the capacity of a process (in units) divided by the annual unit demand.

D) The overhead generated by a piece of equipment divided by the overhead absorbed by that piece of equipment.

E) The number of minutes in a machining cycle that a piece of equipment can capably operate without human intervention.

Difficulty: 2 Medium

Topic: Statistical Process Control Procedures

Learning Objective: 10-05

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

128) The International Organization for Standardization (ISO) has written standards that apply to quality management and assurance for businesses. Which of the following are not among the standards ISO has developed?

A) ISO 9000 quality management requirements

B) ISO 26000 socially responsible behavior

C) ISO 17000 composition of boards of directors

D) ISO 14000 environmental management systems

E) ISO/TS 16949, aligns existing American, German, French, and Italian automotive quality standards within the global automotive industry

Difficulty: 1 Easy

Topic: Statistical Process Control Procedures

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

129)  Looking outside the organization to examine what industry competitors and excellent performers outside of your industry are doing in a particular process is called:

A) Industrial espionage

B) Unethical

C) External benchmarking

D) Hiring an outside expert

E) Reverse engineering

Difficulty: 1 Easy

Topic: ISO 9000 and ISO 14000

Learning Objective: 10-02

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

130) DPMO refers to

A) defects per million parts.

B) defects per many units.

C) defects per million operations.

D) defects per million opportunities.

E) defects per million.

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

131) The cause and effect diagram (choose the most inclusive answer.)

A) is also referred to as Show cause diagram

B) is also referred to as fishbone diagram

C) is also referred to as opportunity flow diagram

D) is one of the analytical tools in DMAIC analysis

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Remember

AACSB: Reflective Thinking

Accessibility: Keyboard Navigation

132) All except one of the following is an analytical tool for six sigma.

A) Flowcharts

B) Pareto Charts

C) fishbone diagram

D) DPMO analytics

E) Process control charts

Difficulty: 1 Easy

Topic: Six-Sigma Quality

Learning Objective: 10-03

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

133) Other things remaining the same, and assuming that X-bar is smaller than USL and larger than LSL, if the standard deviation (σ) of the process increases, process capability index (Cpk) of the process will

A) Stay the same

B) Will always increase

C) Will always decrease

D) Will sometimes increase

Difficulty: 3 Hard

Topic: Process Capability

Learning Objective: 10-04

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

134) Comparing traditional view of the cost of variability and Taguchi's view of cost of variability,

A) Both views are about the same

B) Traditional view holds that as long as the product is within specification, there is no difference.

C) Taguchi's view holds that closer to the midpoint of specifications better it is.

D) None of the above.

Difficulty: 2 Medium

Topic: Process Capability

Learning Objective: 10-04

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

135) Consider a sampling plan with n = 40 and c = 2 and given Acceptable quality level (AQL), Lot tolerance percent defective (LTPD), producer's risk (α) and consumer's risk (β). Suppose that c is decreased to 1, keeping AQL and LTPD unchanged, producer's risk (α) will

A) Always increase

B) Always decrease

C) Sometime decrease

D) Stay the same.

E) None of the above.

Difficulty: 3 Hard

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation

136) Consider a sampling plan with n = 40 and c = 1 and given Acceptable quality level (AQL), Lot tolerance percent defective (LTPD), producer's risk (α) and consumer's risk (β). Suppose that c is increased to 2, keeping AQL and LTPD unchanged, consumer's risk (β) will

A) Always decrease

B) Always increase

C) Sometime decrease

D) Stay the same.

E) None of the above.

Difficulty: 3 Hard

Topic: Acceptance Sampling

Learning Objective: 10-06

Bloom's: Analyze

AACSB: Analytic thinking

Accessibility: Keyboard Navigation