Quiz
Chapter 5 - Quality and Performance
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Questions in this quiz (70)
1When a process fails to satisfy a customer
- Ait is quite often the customer’s fault
- Bit is considered a defect
- Cit is time to reengineer the process
- Dit is usually half the customer’s fault and half the company’s fault
2Consumers consider five aspects when defining quality. Which one of the following is least likely to be one of these aspects?
- AValue
- BFitness for use
- CPsychological impressions
- DIndividual development
3Which of the following would be considered a prevention cost of quality?
- AInspecting incoming raw materials
- BTraining workers to perform their jobs
- CIssuing a recall of defective product before another customer is injured
- DPerforming a 24 hour burn-in on every item produced to make sure it works before it is shipped
4Which of the following would be considered an appraisal cost of quality?
- ARunning a functional test on each item before it is boxed for shipment
- BRepairing an item under the warranty
- CPurchasing better tools for workers to perform their jobs
- DTraining workers to perform their jobs
5A prime example of an internal failure cost is:
- Athe labor cost associated with inspecting every item produced.
- Bthe labor cost associated with repairing an item returned under warranty
- Cthe material cost of a piece of stock metal that has had too large a hole drilled in it.
- Dthe material cost of the paint applied to the case of a finished unit.
6A dissatisfied customer bad mouths a product to his class, resulting in decreased market share (since the students believe everything he tells them). The manufacturer suffers
- Aan internal failure cost
- Ban external failure cost
- Ca prevention cost
- Dan appraisal cost
7If the quality level is increased by taking steps to prevent defects before they happen, which one of the following statements is TRUE?
- APrevention costs increase
- BAppraisal costs increase
- CInternal failure costs increase
- DExternal failure costs increase
8Which one of the following is a consequence of internal failures?
- AIncreased customer service
- BIncreased inventory costs
- CIncreased productivity
- DDecreased lead time
9Increasing the quality level by better products and processes may:
- Aallow a company to raise the price of the product
- Bmove a company closer to a competitive priority of price.
- Creduce prevention costs
- Densure that the trade-off between prevention costs and other costs of poor quality is worthwhile.
10Which one of the following is a direct effect of high yield losses?
- AShorter lead times
- BReduced need for capacity
- CLower inventory levels
- DLoss of material
11Which one of the following statements is TRUE?
- AFitness for use is how well a product or service serves its intended market at a price customers are willing to pay.
- BThe quality of service is generally easier to measure than is the quality of manufactured products.
- CHigh conformance to quality in manufacturing has no effect on profit margins.
- DRework tends to increase lead time and inventory levels maintained in a manufacturing company
12Which one of the following is considered to be an appraisal cost?
- ACost of quality audits
- BCost of supplier programs
- CCost of rework
- DCost of process design
13Which one of the following statements is TRUE?
- AAppraisal costs decrease as quality level decreases
- BAppraisal costs increase as the variation of output increases
- CAppraisal costs increase as the variation of output decreases
- DAppraisal costs increase as quality level increases
14A cost that is incurred if some aspect of a service must be performed again is called a(n
- Ayield loss
- Bprevention cost
- Cappraisal cost
- Drework cost
15When errors have been made while producing a product such that the item must be discarded, the resultant cost is called a(n):
- Awarranty
- Bscrap cost
- Crework cost
- Dexternal failure cost
16Which one of the following is part of prevention costs?
- AThe costs of quality audits
- BThe costs resulting from scrap
- CThe costs of improving process design and product design
- DThe costs of lawsuits from injury from use of the product
17Which one of the following is a potential consequence of external failures?
- ALonger lead times
- BLess rework
- CMore litigation costs
- DLower product costs
18At which of the following steps will the cost of detecting product defects be the highest?
- ACustomer
- BProcess
- CFinal testing
- DRaw material
19Developing a cultural environment for ethical behavior in an organization includes all of the following EXCEPT:
- Aeducation in how ethics is part of an employee’s job.
- Borganization of an ethics public relations group to interface between the firm and society.
- Credesign of a service or product to make it easier to produce
- Ddocumentation of a company’s ethical standards and practices.
20“Quality at the source” implies
- Aless expensive raw materials
- Blower scrap
- Chigher rework costs
- Dmore final-test inspectors
21Which one of the following statements is a key feature of both TQM and Six Sigma?
- AQuality is primarily the responsibility of all employees in the organization
- BQuality is primarily the responsibility of the quality control department
- CQuality is primarily the responsibility of the production department
- DQuality is primarily the responsibility of top management
221. A firm’s internal program in employee involvement includes which of the following considerations?
- ADefining who is the customer
- BSupplier management
- CProduct availability
- DPsychological impressions
23The TQM wheel features __________ at its center.
- Aincremental improvement
- Bcustomer satisfaction
- Cemployee teams
- Dleadership
24Which one of the following statements about total quality management (TQM) is TRUE?
- ATotal quality management reduces the external failure costs but not the internal failure costs
- BTotal quality management reduces the internal failure costs but not the external failure costs
- CTotal quality management means inspectors are responsible for finding out who makes the defects
- DIn total quality management, workers have the authority to stop a production line if they see quality problems
25As an operations manager, which definition of quality do you have the most control over?
- AConformance to specifications
- BSupport
- CPsychological impressions
- DValue
26Quality measured with reference to price is captured by the notion of:
- Aconformance to specifications.
- Bvalue
- Cfitness for use.
- Dpsychological impressions.
27If a product initially fails to live up to the customer’s expectations, which dimension of quality might salvage the sale and the company’s reputation?
- APsychological impressions
- BFitness for use
- CSupport
- DValue
28The implementation of a total quality management program or a Six Sigma program will most likely result in:
- Aan increase in product lead times.
- Ba decrease in employee involvement
- Can increase in communication between workers
- Dan increase in work-in-process inventory
29One of the main challenges in developing the proper culture for TQM is to
- Adefine customer for each employee
- Bsuspend reward systems based on quantity
- Cinstitute an equitable employee recognition program
- Dget buy-in from the customer
30A firm that has embraced the notion of quality at the source is more likely to have
- Aan inspector at each workstation working alongside each employee
- Binspectors at each of their suppliers performing 100% inspection on shipments bound for them
- Cmultiple inspectors at the end of the line to make sure no defects are passed along to the customer
- Dno inspectors
31Continuous improvement is a philosophy that:
- Auses problem-solving techniques within work teams.
- Bensures there are plenty of quality inspectors to find areas for improvement.
- Cwaits until a big problem occurs, then systematically solves it
- Dencourages the hiring of statistical process control specialists to reduce the need for current employees to learn statistical methods
32The idea of continuous improvement is that activities not contributing value are wasteful and should be recycled or eliminated. An example of such an activity is:
- Amachining a part
- Bchecking out a customer at a grocery store
- Crouting requests for loan approvals to several departments.
- Ddrilling a hole for a metal fastener
33Which of the following statements relating to total quality management and Six Sigma is true?
- AThe only effect of internal failure is loss of material.
- BPoor quality generally does not increase the inventory level or lead times
- CTo produce 100 good units in a process with a 20 percent defective rate, the company must produce a total of 120 units
- DHigh product quality in manufacturing can have significant market implications for a firm
34When considering the plan-do-study-act cycle for problem solving, evaluating how closely a project’s results correspond the initial goals set for the work is part of the _________ step.
- Aplan
- Bdo
- Cstudy
- Dact
35When considering the plan-do-study-act cycle for problem solving, instructing other employees in the use of the new process occurs in the _________ step.
- Aplan
- Bdo
- Cstudy
- Dact
36When considering the plan-do-study-act cycle for problem solving, data are collected to measure process improvements in the _________ step.
- Aplan
- Bdo
- Cstudy
- Dact
37When considering the plan-do-study-act cycle for problem solving, quantitative goals are set for process improvement in the _________ step
- Aplan
- Bdo
- Cstudy
- Dact
38What is one reason that Six Sigma is more difficult to apply to service processes?
- AThere is no manual that suggests how Six Sigma can be applied to services
- BThe work product is more difficult to see
- CThere is no way to measure process capability of a service product
- DThe National Six Sigma Society cautions against using it for services
39Which step of the Six Sigma DMAIC procedure uses flowcharts and process charts to identify gaps between the characteristics of a process’s output important to the customer and the process’s capabilities?
- Adefine
- Bmeasure
- Canalyze
- Dimprove
- Econtrol
40Which step of the Six Sigma DMAIC procedure applies tools such as Pareto charts and cause-and-effect diagrams to determine where major process redesign may be necessary?
- Adefine
- Bmeasure
- Canalyze
- Dimprove
- Econtrol
41Which step of the Six Sigma DMAIC procedure monitors the process to make sure high performance levels are maintained?
- Adefine
- Bmeasure
- Canalyze
- Dimprove
- Econtrol
42Which of the following would be a “common” cause of variation?
- ARandom sources
- BA machine in need of repair
- CAn untrained worker
- DA defective raw material
43Which one of the following statements is TRUE?
- ANo two products are exactly alike because the processes that produce them contain many sources of variation, even if the process is a machine
- BWith due diligence, variation in a process can be completely eliminated
- CSPC and TQM are two competing techniques for quality control.
- DCommon causes of variation are those factors that can be identified as commonly occurring at a particular process
44Which one of the following statements is TRUE?
- ANothing can be done to completely eliminate variation in process output
- BSPC and TQM are one and the same thing
- CAssignable causes of variation are purely random factors that can be assigned to a particular process
- DCommon causes of variation are those factors that can be identified as commonly occurring at a particular process
45In Statistical Process Control, ______________ are used to detect defects and determine if the process has deviated from design specifications
- AFlowcharts
- BCause-and-Effect Diagrams
- CProcess Capability Charts
- DControl Charts
461. A sampling plan is best for evaluating quality when:
(1) Inspection costs are high
(2) Inspection costs are low
(3) Non-destructive testing is available
(4) Destructive testing is required- A1 and 3
- B1 and 4
- C2 and 3
- D2 and 4
47A measure of the dispersion of observations in a process distribution is called
- Aan average
- Ba range
- Ca shape
- Da specification
48A machine that produces more light boxes than heavy boxes has a process distribution that is:
- Aabove average
- Bcapable
- Cskewed
- Dsymmetric
49Which of the following can be used to eliminate “common” causes of variation?
- AStatistical process control
- BAcceptance sampling
- CTraditional statistical techniques
- DThey cannot be eliminated
50Which of the following statements is TRUE?
- AIf a process is in statistical control, assignable causes of variation should be sought
- BIf a process is in statistical control, there are no causes of variation
- CIf a process is out of statistical control, there are only assignable causes of variation
- DWhen assignable causes of variation exist, the process generates different distributions of the quality characteristic over time
51Which one of the following statements about quality control is TRUE?
- AMeasurement by attributes is a simple yes or no decision.
- BComplete inspection is used when inspection cost is high
- CSampling inspection is used when the cost of passing a defective unit is high relative to the cost of inspection
- DMeasurement by variables is often used when the quality specifications are complex.
52Which one of the following statements relating to quality is TRUE?
- ASampling procedures based on measurement by variables should be used when quality specifications are complex
- BA distribution of sample means has more variance than the process distribution itself
- CThe distribution of sample means can be approximated by the normal distribution
- DSampling is a better approach than 100 percent inspection when the cost of accepting a defective item is very high
53An operator of a filling machine plotted the weights of each bag she filled for three weeks. At the same time, a quality inspector randomly took groups of five bags of the same output and plotted the average weights of the samples. The inspector’s sampling distribution will
- Ahave greater variability than the operator’s distribution
- Bhave less variability than the operator’s distribution
- Cshow if the output has been produced to the operator’s specifications
- Dhave a mean five times greater than the operator’s distribution
54In SPC, the distribution of sample means
- Acan be approximated by the normal distribution
- Bwill have greater variability than the process distribution
- Cwill always have a mean greater than the process distribution because of the sample size.
- Dcannot be used for control charts because the variability is understated
55The three sigma limits for a process whose distribution conforms to the normal distribution include
- Aabout 50% of the observed values, in the long run
- Babout 68% of the observed values, in the long run
- Cabout 95% of the observed values in the long run
- Dabout 99% of the observed values in the long run
56Regarding control charts, a type I error refers to concluding that the process is:
- Ain control when it is not in control.
- Bincapable when it is capable
- Cout of control when it is in control
- Dcapable when it is not capable.
57An example of a type I error would be:
- Athrowing away a perfectly good banana
- Bcounting a student’s multiple choice response correct when it is actually incorrect
- Creleasing a guilty defendant
- Dcounting a student’s multiple choice response correct when it is actually correct
58An example of a type II error would be
- Acounting a student’s True/False response incorrect when it is actually correct.
- Bconvicting an innocent defendant
- Ceating food that you were unaware was spoiled
- Dcounting a student’s True/False response incorrect when it is actually incorrect
59Regarding control charts, changing from three-sigma limits to two-sigma limits:
- Aincreases the probability of concluding nothing has changed, when in fact it has
- Bincreases the probability of searching for a cause when none exists.
- Cdecreases the probability that the process average will change
- Ddecreases the probability that defects will be generated by the process.
60The UCL and LCL for an chart are 25 and 15 respectively. The central line is 20, and the process variability is considered to be in statistical control. The results of the next six sample means are 18, 23, 17, 21, 24, and 16. What should you do?
- ANothing; the process is in control
- BExplore the assignable causes because the second, fourth, and fifth samples are above the mean
- CExplore the assignable causes because there is a run
- DExplore the assignable causes because there is a trend
61The central line on a p-chart is 0.50 with a UCL of 0.65 and an LCL of 0.35. The results of the next six samples are 0.60, 0.37, 0.45, 0.48, 0.45, and 0.42. What should you do?
- ANothing; the process is behaving as expected.
- BExplore the assignable causes because three observations are above the central line.
- CExplore assignable causes because there is a run
- DIncrease the sample size to get a better measure
62The underlying statistical distribution for the p-chart is
- APoisson
- Bbinomial
- Cpercentage
- Dnormal
63A company is interested in monitoring the variability in the weight of the fertilizer bags it produces. An appropriate control chart would be
- Aan chart
- Ba p-chart
- Ca c-chart
- Dan R-chart
64A company is interested in monitoring the average time it takes to serve its customers. An appropriate control chart would be
- Aan x chart
- Ba p-chart
- Ca c-chart
- Dan R-chart
65A company is interested in monitoring the number of scratches on Plexiglass panels. The appropriate control chart to use would be
- Aan x chart
- Ba p-chart
- Ca c-chart
- Dan R-chart
66Which alternative will increase the probability of detecting a shift in the process average?
- AIncreasing the control limit spread
- BTaking smaller samples
- CTaking smaller samples more frequently
- DTaking larger samples more frequently
67Five samples of size 4 were taken from a process. A range chart was developed that had LCLR = 0 and UCLR = 2.50. Similarly, an average chart was developed with the average range from the five samples, with and . The ranges for each of the five samples were 1.75, 2.42, 2.75, 2.04, and 2.80, respectively. The values of the sample average for each sample were 19.5, 22.3, 17.4, 20.1, and 18.9, respectively. What can you tell management from this analysis?
- AThe process variability is out of control, and we cannot make a statement about the process average
- BThe process variability is out of control, but the process average is in control
- CThe process variability and the process average are out of control.
- DWe cannot tell if the process variability or the process average is out of control
68The consultant suspiciously eyed the c-chart that Chickenverks used to monitor the number of broken eggs in each 100 egg carton. “You know you really should be using a p-chart,” the consultant commented with an air of superiority. “What’s the difference between a p-chart and a c-chart in this application?” the long time Chickenverks employee asked with an obvious edge to his voice. “Well,” the consultant replied, “the difference is
- Athe width of the three sigma limits for the c-chart is 100 times greater than those of the p-chart.”
- Bthe three-sigma p-chart will catch problems earlier than the three sigma c-chart
- Cthe three sigma c-chart will catch problems earlier than the three sigma p-chart
- Dwell, OK, you got me. The charts will look and behave the same for all practical purposes
69Process capability can be addressed when
- Aassignable causes are present
- Ba process is in statistical control
- Ca process is in statistical control but assignable causes are present
- Dthe nominal value equals the tolerance regardless of assignable causes
70Which of the following statements is TRUE?
- AA process can be out of statistical control but still exhibit process capability
- BProcess capability refers to the ability to meet a product’s design specifications
- CA process in statistical control necessarily exhibits process capability
- DProcess capability can be determined for manufactured products only, not for services
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- Quiz on Chapter 5 - Quality and Performance, created by Joanne Smith on 11/12/2016.
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- Joanne Smith
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