Test Chapter Five

TEST CHAPTER FIVE
One common definition of quality is , which focuses on measuring .1

.how well the product or service meets targets and tolerances determined by its designers
a) Fitness for use
b) Value for price paid
c) Technical perception
d) Judgmental evaluation
e) Conformance to specifications
Section Ref: Defining Quality

The definition of quality that involves the product functioning as expected without failure is .2
a) Performance
b) Conformance
c) Reliability
d) Standardization
e) Endurance

?Which of the following specifically relates to Service Organization dimensions of quality .3
a) conformance to specifications
b) atmosphere
c) durability
d) features
e) serviceability

In six-sigma the level of defects is reduced to approximately .4
a) 0
b) 1.4 parts per million
c) 2.4 parts per million
d) 3.4 parts per million
e) 4.4 parts per million

._________________ The expected operational life of a product is called its .5
a) conformance
b) reliability
c) performance
d) durability
e) serviceability

Quality has gained such prominence because organizations .6
a) are following the latest management fad
b) have found a low cost process to keep some employees busy
c) have identified an employee perk, membership in quality circles
d) understand it is minimal cost and something to do
e) have gained an understanding of the high cost of poor quality
Section Ref: Cost of Quality

During World War II, quality .7
a) Meant inspecting products to ensure that they met specifications
b) Encompassed the entire organization
c) Was defined as it had been for more than 100 years
d) Became customer driven
e) Became more statistical in nature
Section Ref: The Evolution of Total Quality Management (TQM)

.TQM is designed to build quality into the product and process design .8
a) Reactive
b) Proactive
c) Strategic
d) Competitive
e) Standardized

Not only does TQM encompass the entire organization but it .9
a) stresses quality is supplier driven
b) stresses quality is vendor driven
c) stresses quality is customer driven
d) stresses the need for ISO 9000 compliance
’e) stressed the need to be ‘green
Section Ref: The Philosophy of TQM

?Which of the following is not characteristic of TQM .10
a) Inspecting products after they have been made
b) Identifying and correcting the root causes of quality problems
c) Encompasses the entire organization
d) Attempts to embed quality in every aspect of the organization
e) Concerned with technical aspects of quality

The Japanese term for continuous improvement is .11
a) Poka-yoke
b) Kaizen
c) Kanban
d) Muda
e) Automation

Giving workers responsibility for seeking out quality problems and correcting them is .12
a) Continuous improvement
b) Passing the buck
c) Brainstorming
d) Employee empowerment
e) Employee involvement

Employees of the organization who receive goods or services from others in the company .13
are
a) Internal customers
b) Ultimate customers
c) Downstream customers
d) Operators
e) External customers

Proper training of employees in the understanding of quality tools includes all of the .14
following except
a) How to correct problems
b) How to assess quality
c) How to develop new quality tools
d) How to use quality control tools
e) How to interpret findings

TQM team meetings take place .15
a) After work
b) During lunch breaks
c) When the boss calls them
d) When all the other work is finished
e) During time in the workday set aside for them

A quality circle is .16
a) An approach for the use of control charts
b) An award for quality improvements
c) An inspection stamp found on meat
d) A team of volunteer production employees and their supervisors who meet regularly to
solve quality problems
e) A symbol used on flow charts

Studying business practices of companies considered “best in class” is called .17
a) Pairwise comparison
b) Benchmarking
c) Competition
d) Dreamscaping
e) Discouraging

When using SPC if you plot the variable of interest against a timeline you are using .18
a) scatter diagrams
b) control charts
c) fishbone diagrams
d) pareto charts
e) flow charts

?Which of the following is not an important cost of poor quality .19
a) Product recalls
b) Litigation resulting from product liability issues
c) Loss of business
d) Overhead
e) Dissatisfied customers

Quality planning, employee training in quality measurement, and cost of maintaining .20
.records of information and data related to quality are costs
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement

.Costs of quality inspections, testing, test equipment, and labs are examples of costs .21
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement

Machine downtime due to failures in the process, scrap, and rework are examples .22
.of costs
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement

External failure costs include .23
a) Scrap
b) Litigation costs resulting from product liability issues
c) Rework
d) Quality inspections
e) Employee training

.Warranty claims, customer complaints, and costs of litigation are examples of costs .24
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement

The plan-do-check-act cycle is often called the .25
a) TQM activity approach
b) Deming wheel
c) Continuous improvement cycle
d) Quality circle
e) Action wheel

?In the plan-do-study-act cycle, what is studied .26
a) The plans made in the plan step
b) The previous action plan
c) The data collected in the do step
d) The evaluation of the current process
e) Procedure documentation

A useful tool for translating customers’ everyday language into specific technical .27
requirements is
a) Quality function deployment
b) Quality circles
c) Quality of design
d) Scatter diagrams
e) Cause-and-effect diagrams

Quality function deployment begins by .28
a) Translating scores into specific product characteristics
b) Evaluating how the product compares with its major competitors
c) Setting specific goals to address the specified problems
d) Identifying important customer requirements
e) Numerically scoring customer requirements based on their importance

In using quality function deployment, is one way to find out precisely .29
.what features customers want in the product
a) Interviewing the company sales force
b) Analyzing the changes in features historically
c) Asking top management
d) Talking to process engineers
e) Conducting focus groups

The important thing in quality function deployment competitive evaluation is .30
a) To evaluate the financial strength of competitors
b) To identify customer requirements that should be pursued and how we fare relative to our
competitors
c) Speed of introduction
d) The number of competitors
e) Knowing our product well

The strength of the relationship between customer requirements and product .31
.characteristics is shown in the matrix
a) Trade-off
b) Product
c) Relationship
d) Strength
e) Inverse

The last step in constructing the house of quality includes .32
a) Determining how to advertise
b) Setting targets for our own product
c) Determining how to attack our competitors’ products
d) Designing the product
e) Comparing results with past sales

:One common name for TQM based team work is .33
a) quality department
b) quality support group
c) quality circle
d) quality team
e) team one

"?What quality control tool resembles a "fishbone .34
a) Checklists
b) Scatter diagrams
c) Pareto analysis
d) Cause-and-effect diagrams
e) Flowcharts

Cause-and-effect diagrams are often called .35
a) Checklists
b) Scatter diagrams
c) Pareto analysis
d) Fishbone diagrams
e) Histograms

For a cause-and-effect diagram, causes could be related to all of the following except .36
a) Analysis
b) Materials
c) Measurements
d) Machines
e) Workers

?What is a schematic diagram of the sequence of steps involved in an operation or process .37
a) Checklist
b) Control chart
c) Scatter diagram
d) Flow chart
e) Process chart

What tool is useful in helping everyone develop a clear picture of how an operation or .38
?process works
a) Control chart
b) Pareto analysis
c) Checklist
d) Flowchart
e) Scatter diagram

.A checklist is a list of common defects and of these defects .39
a) Number of occurrences
b) Relative importance
c) Attributes
d) Costs
e) Visibility

?Checklists can also be used to focus on 40
a) replacement costs
b) design documentation
c) time dimension
d) upper control limits
e) histogram

For control charts, which of the following situations means that the process is not in .41
?control
a) A measured observation is above the LCL
b) A measured observation is below the UCL
c) A measured observation is above the center line
d) A measured observation is below the center line
e) A measured observation is above the UCL

Scatter diagrams are particularly useful in detecting the amount of , or .42
.the degree of linear relationship, between two variables
a) Correlation
b) Heteroscedasticity
c) Agreement
d) Disagreement
e) Causality

analysis is a technique used to identify quality problems based on their degree of .43
.importance
a) Deming
b) Pareto
c) Davis
d) Crosby
e) Juran

:A chart showing the number of defects that result from different causes would be used in .44
a) Pareto analysis
b) Flowcharts
c) Cause-and-effect diagrams
d) Benchmarking
e) Control charts

.A shows the frequency distribution of observed values of a variable .45
a) Scatter diagram
b) Control chart
c) Histogram
d) Flow chart
e) Process chart

If the derived scatter diagram shows a non-linear but scattered relationship it indicates .46
that
.a) there is a direct correlation between the two variables
b) the two variables’ data was gathered at different times
c) a third variable needs to be added to the evaluation
d) there is no direct correlation between the two variables
e) you are using the wrong SPC chart

Quality at the source is the belief that it is far better to _______ quality problems and .47
._____ them than to discard defective items after production
a) uncover the person generating, fire
b) uncover the source of, correct
c) discover new methods of , implement
d) discover new processes of, implement
e) allow returns of, fix

The Baldrige Award is intended to .48
a) Demonstrate that American companies are better than their foreign competitors
b) Certify suppliers
c) Reward and stimulate quality initiatives
d) Focus national attention on manufacturing
e) Add structure to TQM
Section Ref: Quality Awards and Standards

To compete for the Baldrige Award, companies must .49
a) Be nominated by their senator
b) Submit a lengthy application
c) Use e-mail regularly
d) Use statistical process control
e) Be a Fortune-500 company

The Malcolm Baldrige Award criteria include categories for all of the following except .50
a) Leadership
b) Process management
c) Product design
d) Customer and market focus
e) Business results

The Malcolm Baldrige Award criteria category that includes commitment by top .51
management is
a) Leadership
b) Strategic planning
c) Process management
d) Business results
e) Information and analysis

?Which of the Malcolm Baldrige Award criteria is allocated the most points .52
a) leadership
b) information and analysis
c) human resource focus
d) process management
e) business results

?Where is the Deming prize awarded .53
.a) U.S
b) Japan
c) England
d) Germany
e) Canada

:The Union of Japanese Scientists and Engineers named its quality award after .54

a) Genichi Taguchi
b) Kaoru Ishikawa
c) Joe Juran
d) Phillip Crosby
e) W. Edwards Deming

?What was the first US company to receive the Deming Prize .55

a) IBM
b) Microsoft
c) Wal-Mart
d) AT&T
e) Florida Power & Light

The Malcolm Baldrige Award criteria category that includes the use of tools such as market .56
surveys and focus groups is
a) Leadership
c) Customer and market focus
d) Business results
e) Information and analysis

The Malcolm Baldrige Award criteria category that includes continuous improvement .57
programs, employee training, and functioning of teams is
a) Leadership
c) Information and analysis
d) Human resource development and management
e) Business results

The Malcolm Baldrige Award criteria category of business results does not include .58
a) Percentage of defective items
b) Progressive improvement over time
c) Financial measures
d) Marketing measures
e) One-time only improvements

If suppliers meet preset quality standards, materials .59
a) will need minimal arrival inspections
b) will still require full arrival inspections
c) will be package in special approved containers
d) do not have to be inspection upon arrival
e) will be paid for at a premium cost

The purpose of the International Organization for Standardization is to .60
a) Certify all suppliers worldwide
b) Establish international quality standards
c) Spread European standards worldwide
d) Certify products
e) Streamline documentation

ISO 9000 is .61
a) An award for quality given annually by the U.S. Government
b) An approach to quality management that was developed in Japan by Deming
c) A set of international quality standards and a certification process for companies
d) An approach for managing self-directed teams
e) An approach for product design

?Which of the following is not necessary for receiving ISO 9000 certification .62
a) Products meet customer requirements
b) Documentation of methods used to monitor quality
c) Documentation of methods and frequency of worker training
d) Documentation of statistical process control tools used
e) An audit by an ISO 9000 examiner

Increases in international trade during the 1980s created a need for the development of .63
.____________ standards of quality
a) universal
b) country-specific
c) lower
d) metric
e) bilingual

?What are the most widely used ISO standards .64
a) ISO 9000, ISO 9001, and ISO 9004
b) ISO 9000, ISO 9001, and ISO 9002
c) ISO 9000, ISO 9010, and ISO 9100
d) ISO 9001, ISO 9002, and ISO 9003
e) ISO 9000, ISO 9002, and ISO 9004

”?Who is the “grandfather of quality control .65
a) Walter Shewhart
b) W. Edwards Deming
c) Joseph Juran
d) Phillip Crosby
e) Genichi Taguchi

?Who developed quality control charts .66
a) Walter Shewhart
c) Joseph Juran
d) Phillip Crosby
e) Genichi Taguchi

ISO 14000 is for evaluating .67
a) Automotive suppliers
b) Minority suppliers
c) Raw materials
d) A company’s environmental responsibility
e) Service suppliers

.is often referred to as the father of quality control .68
a) W. Edwards Deming
b) Joseph Juran
c) Philip Crosby
d) Martin Marietta
e) Count Pareto
Section Ref: The Evolution of Total Quality Management

Deming pointed out that 85% of quality problems are caused by .69
a) Worker error
b) Numerical quotas
c) Processes and systems
d) Carelessness
e) Suppliers

.Deming believed that is the key to improving quality .70
a) Employee training
b) Process design
c) Properly functioning equipment
d) Having good suppliers
e) Improving the system

”?Who is famous for his “14 Points .71
a) Walter Shewhart
c) Joseph Juran
d) Armand Feigenbaum
e) Genichi Taguchi

For Juran’s quality trilogy, which part stresses that processes should be set up to ensure .72
?that the quality standards can be met
a) Quality planning
b) Quality control
c) Quality improvement
d) Quality certification
e) Quality awards

Juran stressed that quality improvement should be continuous as well as .73
a) Unique
b) Novel
c) Retroactive
d) Breakthrough
e) Ongoing

?Which of the following is not attributed to Philip Crosby .74
a) The concept of the quality trilogy
”.b) The phrase “Do it right the first time
c) Stressed the idea of prevention of defects
d) The notion of zero defects
”.e) The phrase “Quality is free

?Who is best known for the development of cause-and-effect diagrams .75
a) Walter Shewhart
c) Joseph Juran
d) Kaoru Ishikawa
e) Genichi Taguchi

?Who developed a formula for determining the cost of poor quality .76
a) Walter Shewhart
c) Joseph Juran
d) Kaoru Ishikawa
e) Genichi Taguchi

The most important factor in the success or failure of TQM efforts is .77
a) Getting started quickly
b) The use of statistical process control
c) The genuineness of the organization’s commitment
d) The use of cause-and-effect diagrams
e) Employee training

Which of the following is a valid formula to compute the reliability of two components in .78
?parallel
a) (Reliability of 1st component) – (Reliability of 2nd Component)(1 – Reliability of 1st
Component)
b) 1 – (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)
c) (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)
d) (Reliability of 1st component) + (Reliability of 1st Component)(1 – Reliability of 2nd
Component)
e) (Reliability of 1st component)(Reliability of 2nd Component) + (Reliability of 1st Component)
(1 –Reliability of 1st Component)

Suppose that you have a system with one component and two backups. What is the .79
?formula for the reliability of the system
a) P(1st works) + [P(1st fails)][P(2nd works)] + [P(1st fails)][P(3rd works)]
b) [P(1st works)][P(2nd works)][P(3rd works)]
c) [P(1st works)] + [P(2nd works)] + [P(3rd works)]
d) P(1st works) + [1 – P(1st fails)][P(2nd works)] + [1 – P(1st fails)][P(3rd works)]
e) 1 – [P(1st fails)][P(2nd fails)][P(3rd fails)]

One TQM mistake companies make is believing that the responsibility for quality and .80
elimination of waste lies
a) with the supplier
b) with the return and repair shop
c) with the supply chain
d) with all employees but top management
.e) with top management alone
Section Ref: Why TQM Efforts Fail

SPC is .81
a) a direct substitute for continuous improvement
b) a replacement of the teamwork concept
c) a substitute for middle management
d) a fully subjective process
e) is not a substitute for continuous improvement

The decision to implement TQM will impact all of the following EXCEPT .82
a) product design
b) processes
c) job design
d) supply chain management
e) company product
Section Ref: Total Quality Management (TQM) Within OM: how it all fits together

TQM affects which of the following .83
a) marketing
b) finance
c) accounting
d) engineering
e) all of the above
Section Ref: Total Quality Management (TQM) Across the Organization

True/False

One common definition of quality is conformance to specifications, which focuses on .1
measuring how well the product or service meets targets and tolerances determined by its
.designers

Ans: True
Level: moderate

.The expected operational life of a product is called its reliability .2

Ans: False
Level: moderate

.External failure costs tend to be particularly high for service organizations .3

Ans: True
Level: moderate

.TQM is reactive, designed to build quality into the product and process design .4

Ans: False
Level: moderate

.Quality at the source involves inspecting goods after they are produced .5

Ans: False
Level: moderate

.It is not possible to develop a U shaped scatter diagram relationship .6

Ans: False
Level: moderate

A quality circle is a team of volunteer production employees and their supervisors who .7
.meet regularly to solve quality problems

Ans: True
Level: easy

Quality planning, employee training in quality measurement, and cost of maintaining .8
.records of information and data related to quality, are appraisal costs

Ans: False
Level: moderate

Machine downtime due to failures in the process, scrap, and rework are examples of .9
.internal failure costs

Ans: True
Level: moderate

.The later that defects are found, the less costly they are to correct .10

Ans: False
Level: easy

A useful tool for translating customers’ everyday language into specific technical .11
.requirements is quality function deployment

Ans: True
Level: moderate

In using quality function deployment, conducting focus groups is one way to find out .12
.precisely what features customers want in the product

Ans: True
Level: moderate

.In TQM the role of the employee is very similar to earlier requirements .13

Ans: False
Level: moderate

A control chart is a schematic diagram of the sequence of steps involved in an operation or .14
.process

Ans: False
Level: moderate

Cause-and-effect diagrams are problem solving tools commonly used by quality control .15
.teams

Ans: True
Level: moderate

.A checklist is a list of common defects and the relative importance of these defects .16

Ans: False
Level: hard

Pareto analysis is a technique used to identify quality problems based on their degree of .17
.importance

Ans: True
Level: moderate

The Deming Prize is an American award given to companies to recognize their efforts in .18
.quality improvement

Ans: False
Level: moderate

.ISO 9001 is the standard used for the certification of a firm’s quality management system .19

Ans: True
Level: hard

.ISO certification has become a requirement for conducting business in many industries .20

Ans: True
Level: moderate

.W. Edwards Deming is often referred to as the father of quality control .21

Ans: True
Level: easy

.The concept of the quality trilogy is attributed to Philip Crosby .22

Ans: False
Level: moderate

.A cause-and-effect diagram is also referred to as a Taguchi diagram .23

:Ans: False
Level: moderate

Genichi Taguchi estimates that as much as 80 percent of all defective items are caused by .24
.poor product design

Ans: True
Level: hard

The most important factor in the success or failure of TQM efforts is the genuineness of .25
.the organization’s commitment

Ans: True
Level: moderate

Essay

.Name six common definitions of quality in manufacturing .1

Ans: conformance, performance, reliability, features, durability, and serviceability
Level: moderate

?What are four dimensions of manufacturing quality .2

Ans: Conformance to specifications, performance, reliability, features, durability and
serviceability
Level: hard

?What are four dimensions of service quality .3
Ans: Intangible factors, consistency, responsiveness to customer needs,
courtesy/friendliness, timeliness/promptness, atmosphere
Level: hard

?What are the four types of quality costs .4

Ans: internal failure costs, external failure costs, appraisal costs, and prevention costs
Level: moderate

?What are the steps involved in quality function deployment .5

Ans: 1) identify important customer requirements; 2) the requirements are numerically
scored, based on their importance; 3) the scores are translated into specific product
characteristics; 4) evaluations are made of how the product compares with its main
competitors relative to the identified characteristics; and 5) specific goals are set to address
;the identified problems
Level: hard

?What are the seven TQM tools for solving quality problems .6

Ans: cause-and-effect diagrams, flowcharts, checklists, control charts, scatter diagrams,
Pareto analysis, and histograms
Level: easy

.Explain why external failure costs tend to be very expensive for service organizations .7

Ans: With a service the customer spends much time in the service delivery system, and there
.are fewer opportunities to correct defects than there are in manufacturing
Level: hard

In using a cause-and-effect diagram, what are the primary possible causes of quality .8
?problems

Ans: machines, workers, measurements, suppliers, and materials
Level: hard

?What are the seven categories for Malcolm Baldrige Award criteria .9

Ans: leadership, strategic planning, customer and market focus, information and analysis,
human resource focus, process management, and business results
Level: hard

?What must a company do to become ISO 9000 certified .10

Ans: document methods used to monitor quality, document methods and frequency of worker
training, document statistical process control tools used, provide job descriptions, document
inspection programs, and have an audit by an ISO 9000 examiner
Level: hard

?Who are the seven primary quality gurus .11

Ans: Walter Shewhart, W. Edwards Deming, Joseph Juran, Armand Feigenbaum, Phillip
Crosby, Kaoru Ishikawa, and Genichi Taguchi
Level: hard

”.Describe the foundation of Deming’s “14 Points .12

Ans: Upper management must develop a commitment to quality, and provide a system to
support this commitment. Deming stressed that quality improvements cannot happen
.without organizational change that comes from upper management
Level: hard

?What are the common causes of TQM failure .13

Ans: lack of a genuine quality culture, lack of top management support and commitment,
over-and under-reliance on statistical process control (SPC) methods
Level: moderate

Problems

Suppose that a product has three parts, each of which must work in order for the product .1
to function. The reliabilities of the parts are .898, .933, and .946, respectively. What is the
?reliability of the product

Ans: 79.3% (RS = R1* R2* R3*…… Rn = .898 * .933 * .946 = .70259)
Level: easy

Suppose that a product has two parts, both of which must be working in order for the .2
product to function. The reliability of the first part is .85, and the reliability of the second
part is .82. In addition, the second part comes with a backup that is 50% reliable. What is
?the overall reliability of the product

Ans: 77.35% (RP =1 – [P(1st fails)][P(2nd fails)] = 1- .18*(.5) = .91 & RS = R1* R2* R3*……
Rn = .85 * .91 = .7735 or 77.35%)
Level: moderate

As a design engineer you need to obtain 99.9% reliability. The first part has a reliability .3
factor of 99.99%. What level of reliability does the series part require to achieve 99.9%
?overall reliability

Ans: 99.91% (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x = 99.9%/99.99% = 99.91%
Level: moderate

The design engineer in question #3 needs to improve the overall system reliability by .4
adding another part in parallel to the unit calculated in question #3. The objective is to
achieve an overall system reliability of 99.95%. What reliability must the parallel part have to
?meet this objective

Ans:44,5% (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x = 99.95%/99.99% = 99.96
RP =1 – [P(1st fails)][P(2nd fails)] 99.96 = 1-[.0009*x]; P(2nd fails)=(1-.99.96)/.0009 =
44,5%
Level: moderate

Short Answer

________________________ TQM requires that external and internal customers receive .1

.Ans: the same quality products
Difficulty: easy

TQM stresses the balanced use of non-quantitative (qualitative) and .2
.________________________ tools in quality improvement

Ans: statistical
Difficulty: moderate

________________________ Redundant components are often used when product failure .3

.Ans: may have severe (catastrophic, disastrous, extreme, etc.) effect

________________________ Quality Function Deployment (QFD) begins by .4

.Ans: identifying important customer requirements

.Histograms report the ________________________ of a variable's observed values .5

Ans: frequency distribution
Difficulty: easy

Checklists are used to make sure all steps in a process are carried out and to .6
________________________

.Ans: record how often common defects occur

________________________ Quality circles are a common application of the .7

Ans: team approach
Difficulty: easy

________________________ Products have little value if they do not .8

.Ans: satisfy customers
Difficulty: easy

_____ Reliability is described as a _____, ______, or a .9

Ans: probability, likelihood, chance

Philip Crosby believed that ________________________ because the cost of doing it right .10
the first time is less than the cost of correcting mistakes later

Ans: quality is free
Difficulty: easy

________________________ The old concept of quality involved .11

Ans: inspecting for quality after production

The most important factor in the success or failure of TQM efforts is the _____ of the .12
._____ organization’s

Ans. genuineness, commitment

Test Chapter Five

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TEST CHAPTER FIVE

One common definition of quality is , which focuses on measuring .1

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