002. TQM is an acronym meaning "total quality measurement."

False

Total quality management may be defined as "managing the entire organization so that it excels on all dimensions of products and services that are important to the customer." It has two fundamental operational goals, namely

1. Careful design of the product or service.
2. Ensuring that the organization's systems can consistently produce the design.

These two goals can only be achieved if the entire organization is oriented toward them—hence the term total quality management. TQM became a national concern in the United States in the 1980s

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

006. 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.

006. 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.

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

False

Total quality management has two fundamental operational goals:

1. Careful design of the product or service.
2. Ensuring that the organization's systems can consistently produce the design.

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

False

The tools common to all quality efforts, including Six Sigma, are flowcharts, run charts, Pareto charts, histograms, checksheets, cause-and-effect diagrams, and control charts.

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

False

So severe was the quality shortfall in the United States that improving it throughout industry became a national priority, with the Department of Commerce establishing the Malcolm Baldrige National Quality Award in 1987 to help companies review and structure their quality programs.

011. Conformance quality is a strategic decision for a firm.

False

Conformance quality refers to the degree to which the product or service design specifications are met. The activities involved in achieving conformance are of a tactical, day-to-day nature.

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

False

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

False

False

 Mr. Juran is identified as the one who defined quality as fitness for use

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

False

 Mr. Deming is identified as having 14 points for management

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

021. 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 sub-compact automobiles.

False

False

Quality at the source is frequently discussed in the context of conformance quality. This means that the person who does the work takes responsibility for making sure that his or her output meets specifications

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

False

Conformance quality refers to the degree to which the product or service design specifications are met. Design quality refers to the inherent value of the product in the marketplace

025. Six-sigma refers to the philosophy and methods that some companies use to eliminate defects in their products and processes.

False 

A process that is in Six-Sigma control will produce no more than two defects out of every billion units

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

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

False

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

False

How significant is the cost of quality? It has been estimated at between 15 and 20 percent of every sales dollar—the cost of reworking, scrapping, repeated service, inspections, tests, warranties, and other quality-related items. Philip Crosby states that the correct cost for a well-run quality management program should be under 2.5 percent

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

False

CTQs (critical-to-quality characteristics) that the customer considers to have the most impact on quality

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

False

034. Design of Experiments (DOE) is sometimes referred to as multivariate testing.

False

ISO 9000 has become an international reference for quality management requirements in business-to-business dealing, and ISO 14000 is primarily concerned with environmental management.

false

These standards ask a company first to document and implement its systems for quality management and then to verify, by means of an audit conducted by an independent accredited third party, the compliance of those systems with the requirements of the standards.

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

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

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

False

Variation that is inherent in the process is called common variation

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

044. It is impossible to have zero variability in production processes.

False

Taguchi suggests that a more correct picture of the loss is shown in Exhibit 10.8. Notice that, in this graph, the cost is represented by a smooth curve

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

false

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

False

049. 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.

False

Measurement by attributes means taking samples and using a single decision—the item is good or it is bad.

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

False

See exhibit 10.11. This illustrates several situations where investigation of process behavior is necessary even though all points have fallen between the UCL and the LCL. For example, a run of five above or below the central line calls for one to investigate for the cause of sustained poor performance

False

p-charts record the results of attributes which are quality characteristics that are classified as either conforming or not conforming to specification. Goods or services may be observed to be either good or bad, or functioning or malfunctioning. For example, a lawnmower either runs or it doesn't; it attains a certain level of torque and horsepower or it doesn't. This type of measurement is known as sampling by attributes and involves discrete, not continuous measurements.

053. 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.

True

Equation 10.5

055. 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.

False

equation 10.5

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

058. 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).

059. 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).

060. AQL stands for accepting questionable lots in production quality management

False 

Lots are defined as high quality if they contain no more than a specified level of defectives, termed the acceptable quality level (AQL)

False

The probability associated with rejecting a high quality lot is denoted by the Greek letter alpha and is termed the producer's risk

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

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

False

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

False

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

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

False

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

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

False

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

071. 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.

False

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

073. 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?

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

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

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

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

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

080. A Pareto chart as part of a six-sigma quality improvement process might be found in which DMAIC category?

081. Which of the following is an analytical tool used in six-sigma quality improvement programs?

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

083. Failure mode and effect analysis is used in six-sigma projects. It involves which of the following?

084. Design of experiments is a statistical methodology often used in six-sigma projects. It aims to accomplish which of the following?

087. Which of the following are not eligible to be considered for the Baldrige Award?

088. The primary purpose of the Malcolm Baldrige National Quality Award is which of the following?

089. 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?

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

091. Which of the following is not a category reported in applying for the Baldrige Award?

092. The dimension of design quality that concerns the sensory characteristics of the product is which of the following?

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

094. The dimension of design quality that concerns secondary characteristics is which of the following?

095. Which of the following is a dimension of design quality?

097. Which of the following are basic assumptions that justify an analysis of the costs of quality?

098. A cost of quality classification is which of the following?

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

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?

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?

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?

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

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?

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?

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?

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?

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?

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?

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 0.01. If the desired confidence level is 99.7 percent, which of the following is the resulting UCL value for the line?

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?

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?

2.58

Typically, z = 3 (99.7 percent confidence) or z = 2.58 (99 percent confidence) is used

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?

114. 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?

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?

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

116. for which of the following should we use a "p" chart to monitor process quality?

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

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

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

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?

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?

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?

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?

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?

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?