Managing Quality – Ch6 Test Bank | 10th Global Ed

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Operations Management, 10e, Global Edition (Heizer/Render)

Chapter 6 Managing Quality

1) Managers at Arnold Palmer Hospital take quality so seriously that the hospital typically is a national leader in several quality areas–so that continuous improvement is no longer necessary.

Diff: 2

Topic: Global company profile

Objective: LO6-1

2) An improvement in quality must necessarily increase costs.

Diff: 1

Topic: Quality and strategy

Objective: LO6-1

3) For most, if not all organizations, quality is a tactical rather than a strategic issue.

Diff: 2

Topic: Quality and strategy

Objective: LO6-1

4) The definition of quality adopted by The American Society for Quality is a customer-oriented definition.

Diff: 1

Topic: Defining quality

Objective: LO6-1

5) Conforming to standards is the focus of the product-based definition of quality.

Diff: 2

Topic: Defining quality

Objective: LO6-1

6) Internal failure costs are associated with scrap, rework, and downtime.

Diff: 1

Topic: Defining quality

Objective: LO6-1

7) Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

Diff: 1

Topic: Defining quality

Objective: LO6-1

8) Deming's writings on quality tend to focus on the customer and on fitness for use, unlike Juran's work that is oriented toward meeting specifications.

Diff: 2

Topic: Defining quality

Objective: LO6-1

9) Improved quality can increase profitability via flexible pricing.

Diff: 2

Topic: Defining quality

Objective: LO6-1

10) ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Diff: 2

Topic: International quality standards

Objective: LO6-2

11) Quality is mostly the business of the quality control staff, not ordinary employees.

Diff: 2

Topic: Total quality management

Objective: LO6-1

12) TQM is important because quality influences all of the ten decisions made by operations managers.

Diff: 2

Topic: Total quality management

Objective: LO6-1

13) The phrase Six Sigma has two meanings. One is statistical, referring to an extremely high process capability; the other is a comprehensive system for achieving and sustaining business success.

Diff: 2

Topic: Total quality management

Objective: LO6-3

14) Continuous improvement is based on the philosophy that any aspect of an organization can be improved.

Diff: 2

Topic: Total quality management

Objective: LO6-1

15) Kaizen is similar to TQM in that both are focused on continuous improvement.

Diff: 2

Topic: Total quality management

Objective: LO6-1

16) The Japanese use the term "poka-yoke" to refer to continuous improvement.

Diff: 2

Topic: Total quality management

AACSB: Multicultural and Diversity

Objective: LO6-1

17) Quality circles empower employees to improve productivity by finding solutions to work-related problems in their work area.

Diff: 2

Topic: Total quality management

AACSB: Communication

Objective: LO6-1

18) Benchmarking requires the comparison of your firm to other organizations; it is not appropriate to benchmark by comparing one of your divisions to another of your divisions.

Diff: 2

Topic: Total quality management

Objective: LO6-4

19) Line employees need the knowledge of TQM tools.

Diff: 1

Topic: Total quality management

Objective: LO6-1

20) One of the ways that Just-In-Time (or JIT) influences quality is that by reducing inventory, bad quality is exposed.

Diff: 2

Topic: Total quality management

Objective: LO6-1

21) The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Diff: 2

Topic: Total quality management

Objective: LO6-1

22) Pareto charts are a graphical way of identifying the few critical items from the many less important ones.

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

23) A cause-and-effect diagram helps identify the source of a problem.

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

24) Source inspection is inferior to inspection before costly operations.

Diff: 2

Topic: The role of inspection

Objective: LO6-5

25) Of the several determinants of service quality, access is the one that relates to keeping customers informed in language they can understand.

Diff: 2

Topic: TQM in services

Objective: LO6-5

26) High-quality products and services are the most profitable.

Diff: 1

Topic: Defining quality

Objective: LO6-1

27) Which of the following statements regarding Arnold Palmer Hospital is false?

A) The hospital uses a wide range of quality management techniques.

B) The culture of quality at the hospital includes employees at all levels.

C) The hospital scores very highly in national studies of patient satisfaction.

D) The hospital's high quality is measured by low readmission rates, not patient satisfaction.

E) The design of patient rooms, even wall colors, reflects the hospital's culture of quality.

Diff: 2

Topic: Global company profile

Objective: no LO

28) Arnold Palmer Hospital uses which of the following quality management techniques?

A) Pareto charts

B) flow charts

C) benchmarking

D) Just-in-Time

E) The hospital uses all of the above techniques.

Diff: 1

Topic: Global company profile

Objective: no LO

29) Companies with the highest levels of quality are almost how many times more productive than their competitors with the lowest quality levels?

A) 2x

B) 3x

C) 4x

D) 5x

E) None of the above, quality has no impact on productivity (units/labor hr)

Diff: 2

Topic: Quality and strategy

Objective: LO6-1

30) A successful quality strategy features which of the following steps?

A) organization environment that fosters quality

B) understanding the principles of quality

C) engaging employees in the necessary activities for quality implementation

D) A and C

E) A, B, and C

Diff: 2

Topic: Quality and strategy

Objective: LO6-1

31) Which of the following statements best describes the relationship between quality management and product strategy?

A) Product strategy is set by top management; quality management is an independent activity.

B) Quality management is important to the low-cost product strategy, but not to the response or differentiation strategies.

C) High quality is important to all three strategies, but it is not a critical success factor.

D) Managing quality helps build successful product strategies.

E) Companies with the highest measures of quality were no more productive than other firms.

Diff: 2

Topic: Defining quality

Objective: LO6-1

32) "Quality is defined by the customer" is

A) an unrealistic definition of quality

B) a user-based definition of quality

C) a manufacturing-based definition of quality

D) a product-based definition of quality

E) the definition proposed by the American Society for Quality

Diff: 2

Topic: Defining quality

Objective: LO6-1

33) "Making it right the first time" is

A) an unrealistic definition of quality

B) a user-based definition of quality

C) a manufacturing-based definition of quality

D) a product-based definition of quality

E) the definition proposed by the American Society for Quality

Diff: 2

Topic: Defining quality

Objective: LO6-1

34) Three broad categories of definitions of quality are

A) product quality, service quality, and organizational quality

B) user-based, manufacturing-based, and product-based

C) internal, external, and prevention

D) low-cost, response, and differentiation

E) Pareto, Shewhart, and Deming

Diff: 1

Topic: Defining quality

Objective: LO6-1

35) According to the manufacturing-based definition of quality,

A) quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost

B) quality depends on how well the product fits patterns of consumer preferences

C) even though quality cannot be defined, you know what it is

D) quality is the degree to which a specific product conforms to standards

E) quality lies in the eyes of the beholder

Diff: 2

Topic: Defining quality

Objective: LO6-1

36) The role of quality in limiting a firm's product liability is illustrated by

A) ensuring that contaminated products such as impure foods do not reach customers

B) ensuring that products meet standards such as those of the Consumer Product Safety Act

C) designing safe products to limit possible harm to consumers

D) using processes that make products as safe or as durable as their design specifications call for

E) All of the above are valid.

Diff: 1

Topic: Defining quality

AACSB: Ethical Reasoning

Objective: LO6-1

37) Which of the following is not one of the major categories of costs associated with quality?

A) prevention costs

B) appraisal costs

C) internal failures

D) external failures

E) None of the above; they are all major categories of costs associated with quality.

Diff: 2

Topic: Defining quality

Objective: LO6-1

38) All of the following costs are likely to decrease as a result of better quality except

A) customer dissatisfaction costs

B) inspection costs

C) scrap costs

D) warranty and service costs

E) maintenance costs

Diff: 2

Topic: Defining quality

Objective: LO6-1

39) Quality can improve profitability by reducing costs. Which of the following is not an aspect of reduced costs by quality improvements?

A) flexible pricing

B) increased productivity

C) lower rework and scrap costs

D) lower warranty costs

E) All of the above are aspects of reduced costs by quality improvements.

Diff: 2

Topic: Defining quality

Objective: LO6-1

40) GE's recall of 3.1 million dishwashers cost the company more in repairs than the value of the actual dishwashers. This is an example of which quality principle?

A) quality is free

B) internal failure costs

C) appraisal costs

D) cost of poor quality is underestimated

E) prevention costs

Diff: 2

Topic: Defining quality

Objective: LO6-1

41) Which of the following statements is not true?

A) Self-promotion is not a substitute for quality products.

B) Inferior products harm a firm's profitability and a nation's balance of payments.

C) Product liability transfers from the manufacturer to the retailer once the retailer accepts delivery of the product.

D) Quality–be it good or bad–will show up in perceptions about a firm's new products, employment practices, and supplier relations.

E) Legislation such as the Consumer Product Safety Act sets and enforces product standards by banning products that do not reach those standards.

Diff: 2

Topic: Defining quality

Objective: LO6-1

42) "Employees cannot produce goods that on average exceed the quality of what the process is capable of producing" expresses a basic element in the writings of

A) Vilfredo Pareto

B) Armand Feigenbaum

C) Joseph M. Juran

D) W. Edwards Deming

E) Philip B. Crosby

Diff: 2

Topic: Defining quality

Objective: LO6-1

43) "Quality Is Free," meaning that the costs of poor quality have been understated, is the work of

A) W. Edwards Deming

B) Joseph M. Juran

C) Philip B. Crosby

D) Crosby, Stills, and Nash

E) Armand Feigenbaum

Diff: 2

Topic: Defining quality

Objective: LO6-1

44) The philosophy of zero defects is

A) the result of Deming's research

B) unrealistic

C) prohibitively costly

D) an ultimate goal; in practice, 1 to 2% defects is acceptable

E) consistent with the commitment to continuous improvement

Diff: 2

Topic: Total quality management

Objective: LO6-5

45) Based on his 14 Points, Deming is a strong proponent of

A) inspection at the end of the production process

B) an increase in numerical quotas to boost productivity

C) looking for the cheapest supplier

D) training and knowledge

E) all of the above

Diff: 2

Topic: Total quality management

Objective: LO6-5

46) Stakeholders who are affected by the production and marketing of poor quality products include

A) stockholders, employees, and customers

B) suppliers and creditors, but not distributors

C) only stockholders, creditors, and owners

D) suppliers and distributors, but not customers

E) only stockholders and organizational executives and managers

Diff: 2

Topic: Defining quality

AACSB: Ethical Reasoning

Objective: LO6-1

47) PDCA, developed by Shewhart, stands for which of the following?

A) Plan-Do-Check-Act

B) Plan-Develop-Check-Accept

C) Problem-Develop Solution- Check- Act

D) Problem-Do-Continue-Act

E) none of the above

Diff: 2

Topic: Total quality management

Objective: LO6-5

48) PDCA is most often applied in regard to which aspect of TQM?

A) Six Sigma

B) Employee Empowerment

C) Continuous Improvement

D) Benchmarking

E) JIT

Diff: 2

Topic: Total quality management

Objective: LO6-5

49) A Three Sigma program has how many defects per million?

A) 34

B) 3

C) 3 times the standard deviation

D) 2700

E) 1500

Diff: 2

Topic: Total quality management

AACSB: Analytic Skills

Objective: LO6-3

50) A Six Sigma program has how many defects per million?

A) 3.4

B) 34

C) 1000

D) 6 times the standard deviation

E) none of the above

Diff: 2

Topic: Total quality management

AACSB: Analytic Skills

Objective: LO6-3

51) A hospital benchmarked against Ferrari Racing in an effort to

A) improve patient handoff quality

B) increase surgery prep time

C) lengthen surgery duration

D) reduce the number of doctors

E) all of the above

Diff: 2

Topic: Total quality management

Objective: LO6-4

52) One of Britain's largest children's hospitals working with Ferrari Racing is an example of

A) internal benchmarking

B) external benchmarking

C) Taguchi concepts

D) employee empowerment

E) corporate responsibility

Diff: 2

Topic: Total quality management

Objective: LO6-4

53) Regarding the quality of design, production, and distribution of products, an ethical requirement for management is to

A) determine whether any of the organization's stakeholders are violated by poor quality products

B) gain ISO 14000 certification for the organization

C) obtain a product safety certificate from the Consumer Product Safety Commission

D) have the organization's legal staff write disclaimers in the product instruction booklets

E) compare the cost of product liability to the external failure cost

Diff: 2

Topic: Defining quality

AACSB: Ethical Reasoning

Objective: LO6-1

54) If 1 million passengers pass through the St. Louis Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

A) 3.4

B) 6.0

C) 34

D) 2700

E) 6 times the monthly standard deviation of passengers

Diff: 2

Topic: Total quality management

AACSB: Analytic Skills

Objective: LO6-3

55) Which of the following is true about ISO 14000 certification?

A) It is not a prerequisite for ISO 9000 certification.

B) It deals with environmental management.

C) It offers a good systematic approach to pollution prevention.

D) One of its core elements is life-cycle assessment.

E) All of the above are true.

Diff: 2

Topic: International quality standards

Objective: LO6-2

56) Suppose that a firm has historically been achieving "three-sigma" quality. If the firm later changes its quality management practices such that it begins to achieve "six-sigma" quality, which of the following phenomena will result?

A) The average number of defects will be cut in half.

B) The specification limits will be moved twice as far from the mean.

C) The average number of defects will be cut by 99.9997%.

D) The average number of defects will be cut by 99.87%.

E) The average number of defects will be cut by 99.73%.

Diff: 3

Topic: Total quality management

AACSB: Analytic Skills

Objective: LO6-3

57) To become ISO 9000 certified, organizations must

A) document quality procedures

B) have an onsite assessment

C) have an ongoing series of audits of their products or service

D) all of the above

E) none of the above

Diff: 2

Topic: International quality standards

Objective: LO6-2

58) Total quality management emphasizes

A) the responsibility of the quality control staff to identify and solve all quality-related problems

B) a commitment to quality that goes beyond internal company issues to suppliers and customers

C) a system where strong managers are the only decision makers

D) a process where mostly statisticians get involved

E) ISO 14000 certification

Diff: 2

Topic: Total quality management

Objective: LO6-1

59) A successful TQM program incorporates all of the following except

A) continuous improvement

B) employee involvement

C) benchmarking

D) centralized decision-making authority

E) None of the above; a successful TQM program incorporates all of the above.

Diff: 2

Topic: Total quality management

Objective: LO6-5

60) "Kaizen" is a Japanese term meaning

A) a foolproof mechanism

B) just-in-time (JIT)

C) a fishbone diagram

D) setting standards

E) continuous improvement

Diff: 1

Topic: Total quality management

AACSB: Multicultural and Diversity

Objective: LO6-1

61) Which of the following statements regarding "Six Sigma" is true?

A) The term has two distinct meanings–one is statistical; the other is a comprehensive quality system.

B) Six Sigma means that about 94 percent of a firm's output is free of defects.

C) The Six Sigma program was developed by Toyota in the 1970's.

D) The Six Sigma program is for manufacturing firms, and is not applicable to services.

E) Six Sigma certification is granted by the International Standards Organization (ISO).

Diff: 2

Topic: Total quality management

Objective: LO6-3

62) Quality circles members are

A) paid according to their contribution to quality

B) external consultants designed to provide training in the use of quality tools

C) always machine operators

D) all trained to be facilitators

E) None of the above; all of the statements are false.

Diff: 2

Topic: Total quality management

Objective: LO6-5

63) Techniques for building employee empowerment include

A) building communication networks that include employees

B) developing open, supportive supervisors

C) moving responsibility from both managers and staff to production employees

D) building high-morale organizations

E) All of the above are techniques for employee empowerment.

Diff: 2

Topic: Total quality management

Objective: LO6-5

64) Building high-morale organizations and building communication networks that include employees are both elements of

A) ISO 9000 certification

B) Six Sigma certification

C) employee empowerment

D) Taguchi methods

E) the tools of TQM

Diff: 2

Topic: Total quality management

AACSB: Communication

Objective: LO6-5

65) The process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them is known as

A) continuous improvement

B) employee empowerment

C) benchmarking

D) copycatting

E) patent infringement

Diff: 2

Topic: Total quality management

Objective: LO6-4

66) ISO 9000 seeks standardization in terms of

A) products

B) production procedures

C) suppliers' specifications

D) procedures to manage quality

E) all of the above

Diff: 2

Topic: International quality standards

Objective: LO6-2

67) Costs of dissatisfaction, repair costs, and warranty costs are elements of cost in the

A) Taguchi Loss Function

B) Pareto chart

C) ISO 9000 Quality Cost Calculator

D) process chart

E) none of the above

Diff: 2

Topic: Total quality management

Objective: LO6-5

68) A quality loss function includes all of the following costs except

A) the cost of scrap and repair

B) the cost of customer dissatisfaction

C) inspection, warranty, and service costs

D) sales costs

E) costs to society

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

69) Pareto charts are used to

A) identify inspection points in a process

B) outline production schedules

C) organize errors, problems, or defects

D) show material flow

E) all of the above

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

70) The "four Ms" of cause-and-effect diagrams are

A) material, machinery/equipment, manpower, and methods

B) material, methods, men, and mental attitude

C) named after four quality experts

D) material, management, manpower, and motivation

E) none of the above

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

71) Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a

A) Pareto chart

B) process chart

C) check sheet

D) Taguchi map

E) poka-yoke

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

72) The process improvement technique that sorts the "vital few" from the "trivial many" is

A) Taguchi analysis

B) Pareto analysis

C) benchmarking

D) Deming analysis

E) Yamaguchi analysis

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

73) A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using

A) a Pareto chart

B) a scatter diagram

C) a Taguchi loss function

D) a cause and effect diagram

E) a flow chart

Diff: 1

Topic: Tools of TQM

Objective: LO6-6

74) A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the __________ tool of TQM.

A) Taguchi loss function

B) cause and effect diagram

C) scatter diagram

D) histogram

E) process control chart

Diff: 1

Topic: Tools of TQM

Objective: LO6-6

75) A manager tells her production employees, "It's no longer good enough that your work fall anywhere within the specification limits. I need your work to be as close to the target value as possible." Her thinking is reflective of

A) internal benchmarking

B) Six Sigma

C) ISO 9000

D) Taguchi concepts

E) process control charts

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

76) A fishbone diagram is also known as a

A) cause-and-effect diagram

B) poka-yoke diagram

C) Kaizen diagram

D) Kanban diagram

E) Taguchi diagram

Diff: 1

Topic: Tools of TQM

Objective: LO6-6

77) If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is

A) in control, but not capable of producing within the established control limits

B) out of control and the process should be investigated for assignable variation

C) within the established control limits with only natural causes of variation

D) monitored closely to see if the next sample mean will also fall outside the control limits

E) none of the above

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

78) A quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. Which tool do you suggest they use to organize their findings?

A) Ishikawa diagram

B) Pareto chart

C) process chart

D) control charts

E) activity chart

Diff: 2

Topic: Tools of TQM

AACSB: Communication

Objective: LO6-6

79) When a sample measurement falls inside the control limits, it means that

A) each unit manufactured is good enough to sell

B) the process limits cannot be determined statistically

C) the process output exceeds the requirements

D) if there is no other pattern in the samples, the process is in control

E) the process output does not fulfill the requirements

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

80) Which of the following is false regarding control charts?

A) Values above the upper control limits always imply that the product's quality is exceeding expectations.

B) Control charts are built so that new data can be quickly compared to past performance data.

C) Control charts graphically present data.

D) Control charts plot data over time.

E) None of the above is false.

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

81) The goal of inspection is to

A) detect a bad process immediately

B) add value to a product or service

C) correct deficiencies in products

D) correct system deficiencies

E) all of the above

Diff: 2

Topic: The role of inspection

Objective: LO6-5

82) Which of the following is not a typical inspection point?

A) upon receipt of goods from your supplier

B) during the production process

C) before the product is shipped to the customer

D) at the supplier's plant while the supplier is producing

E) after a costly process

Diff: 2

Topic: The role of inspection

Objective: LO6-5

83) A good description of "source inspection" is inspecting

A) materials upon delivery by the supplier

B) the goods at the production facility before they reach the customer

C) the goods as soon as a problem occurs

D) goods at the supplier's plant

E) one's own work, as well as the work done at the previous work station

Diff: 2

Topic: The role of inspection

Objective: LO6-5

84) "Poka-yoke" is the Japanese term for

A) card

B) foolproof

C) continuous improvement

D) fishbone diagram

E) just-in-time production

Diff: 2

Topic: The role of inspection

AACSB: Multicultural and Diversity

Objective: LO6-5

85) What refers to training and empowering frontline workers to solve a problem immediately?

A) just-in-time

B) poka-yoke

C) benchmarking

D) kaizen

E) service recovery

Diff: 1

Topic: TQM in services

Objective: LO6-5

86) A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson's ability to explain the car's features, the salesperson's friendliness, and the dealer's honesty. The dealership should be especially concerned with which determinants of service quality?

A) communication, courtesy, and credibility

B) competence, courtesy, and security

C) competence, responsiveness, and reliability

D) communication, responsiveness, and reliability

E) understanding/knowing customer, responsiveness, and reliability

Diff: 2

Topic: TQM in services

AACSB: Communication

Objective: LO6-5

87) Marketing issues such as advertising, image, and promotion are important to quality because

A) they define for consumers the tangible elements of a service

B) the intangible attributes of a product (including any accompanying service) may not be defined by the consumer

C) they educate consumers on how to use the product

D) they make the product seem more valuable than it really is

E) they raise expenses and therefore decrease profitability

Diff: 2

Topic: TQM in services

Objective: LO6-5

88) Which of the determinants of service quality involves having the customer's best interests at heart?

A) access

B) courtesy

C) credibility

D) responsiveness

E) tangibles

Diff: 2

Topic: TQM in services

Objective: LO6-5

89) Which of the determinants of service quality involves performing the service right the first time?

A) access

B) courtesy

C) credibility

D) reliability

E) responsiveness

Diff: 2

Topic: TQM in services

Objective: LO6-5

90) Arnold Palmer Hospital uses __________ to seek new ways to reduce readmission rates.

Diff: 1

Topic: Global company profile

Objective: no LO

91) __________ costs result from production of defective parts or services before delivery to the customer.

Diff: 2

Topic: Defining quality

Objective: LO6-1

92) __________ is a set of environmental standards developed by the International Standards Organization.

Diff: 2

Topic: Defining quality

AACSB: Ethical Reasoning

Objective: LO6-1

93) The work by __________ regarding how people learn from each other's successes led to the field of cross-functional teamwork.

Diff: 2

Topic: Defining quality

Objective: LO6-1

94) Not only customers, but stockholders, suppliers, and others, are among the __________ whose values must be protected in making ethical decisions concerning the quality of products.

Diff: 1

Topic: Defining quality

AACSB: Ethical Reasoning

Objective: LO6-1

95) __________ is the Japanese word for the ongoing process of incremental improvement.

Diff: 2

Topic: Total quality management

AACSB: Multicultural and Diversity

Objective: LO6-1

96) Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization is called __________.

Diff: 2

Topic: Total quality management

Objective: LO6-1

97) Respect for __________ is a cornerstone of continuous improvement.

Diff: 2

Topic: Total quality management

Objective: LO6-1

98) __________ selects a demonstrated standard of performance that represents the very best performance for a process or activity.

Diff: 2

Topic: Total quality management

Objective: LO6-4

99) A group of employees that meet on a regular basis with a facilitator to solve work-related problems in their work area is a(n) __________.

Diff: 1

Topic: Total quality management

AACSB: Communication

Objective: LO6-5

100) __________ diagrams use a schematic technique to discover possible locations of quality problems.

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

101) __________ are graphical presentations of data over time that show upper and lower control limits for processes we want to control.

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

102) __________ is doing the job properly with the operator ensuring that this is so.

Diff: 2

Topic: The role of inspection

Objective: LO6-5

103) Identify the four costs of quality. Which one is hardest to evaluate? Explain.

Diff: 2

Topic: Defining quality

Objective: LO6-1

104) State the American Society for Quality's definition of quality. Of the three "flavors" or categories of quality definitions, which type is it? Explain.

Diff: 2

Topic: Defining quality

Objective: LO6-1

105) Quality has at least three categories of definitions; identify them. Provide a brief explanation of each.

Diff: 2

Topic: Defining quality

Objective: LO6-1

106) Identify the five steps of DMAIC.

Diff: 3

Topic: Total quality management

Objective: LO6-1

107) In a sentence or two, summarize the contribution of Philip Crosby to quality management.

Diff: 2

Topic: Defining quality

Objective: LO6-1

108) Identify the five core elements of ISO 14000.

Diff: 2

Topic: International quality standards

Objective: LO6-2

109) Describe how ISO 9000 has evolved in the past several years.

Diff: 2

Topic: International quality standards

Objective: LO6-2

110) What steps can be taken to develop benchmarks?

Diff: 2

Topic: Total quality management

Objective: LO6-4

111) Explain how just-in-time processes relate to the quality of an organization's outputs.

Diff: 2

Topic: Total quality management

Objective: LO6-5

112) What is the difference between conforming quality and target-oriented quality?

Diff: 2

Topic: Total quality management

Objective: LO6-5

113) Identify the major concepts of TQM.

Diff: 2

Topic: Total quality management

Objective: LO6-1

114) What is the quality loss function (QLF)?

Diff: 2

Topic: Total quality management

Objective: LO6-5

115) Explain how a Pareto chart can identify the most important causes of errors in a process.

Diff: 2

Topic: Tools of TQM

Objective: LO6-6

116) How is source inspection related to employee empowerment?

Diff: 2

Topic: The role of inspection

Objective: LO6-5

117) What is a poka-yoke? Give an example.

Diff: 2

Topic: The role of inspection

Objective: LO6-5

118) Identify the ten determinants of service quality. Describe two of them in a sentence or two each.

Diff: 2

Topic: TQM in services

Objective: LO6-5

119) Management is concerned that workers create more product defects at the very beginning and end of a work shift than at other times of their eight hour workday. Construct a scatter diagram with the following data, collected last week. Is management justified in its belief?

There is fairly convincing evidence that there are more defects in the first and last shift hours than at other times.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

120) Perform a Pareto analysis on the following information:

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

121) Perform a Pareto analysis on the following information:

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

122) Construct a cause-and-effect diagram showing why a student might be dissatisfied with the cafeteria.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

123) Pretend that you have just come from a relative's wedding reception. It didn't turn out as well as it should have, and the bride's parents are pretty mad at how things turned out. Use the supplied template to construct a conventional cause-and-effect diagram. Identify twelve sources of defects for the issue "dissatisfied customer of wedding reception caterer." (Your dozen need not be exactly three per main cause, but should be a balanced treatment.) Categorize each cause onto a main cause. Provide brief support for each of your choices.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

124) A refrigeration and heating company–one that installs and repairs home central air and heating systems–has asked your advice on how to analyze their service quality. They have logged customer complaints. Here's a recent sampling. Use the supplied template to construct a conventional cause-and-effect diagram. Place each of the complaints onto a main cause; justify your choice with a brief comment as necessary. 1. "I was overcharged–your labor rates are too high." 2. "The repairman left trash where he was working." 3. "You weren't here when you said you would be. You should call when you must be late." 4. "Your repairman smoked in my house."5. "The part you installed is not as good as the factory original." 6. "Your repairman was here for over two hours, but he wasn't taking his work seriously."7. "You didn't tighten some of the fittings properly–the system's leaking." 8. "Your estimate of repair costs was WAY off." 9. "I called you to do an annual inspection, but you've done more–work that I didn't authorize."10. "Your mechanic is just changing parts–he doesn't have a clue what's really wrong." 11. "Your bill has only a total–I wanted to see detail billing." 12. "Your testing equipment isn't very new–are you sure you've diagnosed the problem?"13. "One of the workmen tracked mud into my living room."

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

125) Construct a cause and effect diagram for why students arrive to class late. Include at least three reasons for each of the M's.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

126) A professor teaches two sections of a class, one on MWF for 50 minutes per day and another on T/TH for 75 minutes per day. Use the following information to construct a scatter diagram with test # on the x-axis and score on the y-axis. Should the professor argue for a change in the university's scheduling?

MWF Section Test Results Test # T/Th Test Results

75 1 82

70 2 77

65 3 73

65 4 70

70 5 76

It appears that the T/TH section consistently scores higher than the MWF section. Perhaps the instructor should ask for MWF to be changed to MW with longer sessions, although the sample size is small.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

127) Create a Pareto Chart for the following mistakes made in grading an exam.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

128) Construct a cause and effect chart for a missed field goal late in a football game with at least three aspects for each M.

Responses should include the 4M's of Manpower, Material, Machine, and Method.

Student responses should fill out a diagram similar to the following.

Possible responses include Manpower- Nervous mindset, Inconsistent offensive line blocking, lack of practice, Material(football)- ball was wet/slippery, ball was too worn/not worn in, ball was over/under inflated Machine (turf and field goal uprights)- uprights were slanted, uprights were too far away from the field (not positioned correctly), turf was wet/muddy, grass type was not correct Method- ball kicked too far to left or right, not kicked hard enough, kicker slipped on the kick, kicker did not hit the ball at the correct point, kicker aimed incorrectly. Other responses are acceptable as long as they mesh with under their associated M.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6

129) A pizza delivery company wants to improve its response time to gain a competitive advantage. Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

Diff: 2

Topic: Tools of TQM

AACSB: Analytic Skills

Objective: LO6-6