Complete the mcq:
Question 1.1.Which of the following practices were utilized by most companies to maintain quality levels until the start of the 1980s?
Team-based initiatives
Process-improvement efforts
Design-quality reviews
inspection
Question 2.2.Which of the following does NOT support the principles of total quality?
An integrated organizational infrastructure
A set of management practices
Reliance on a separate Quality Department
A set of tools and techniques
Question 3.3.Which of the following systems do not have a role to play in assuring quality in a manufacturing firm?
Sales
Purchasing
Tool Engineering
None (All answers have a role.)
Question 4.4.In the 1950s, volume and complexity together gave rise to:
reliability engineering
quality assurance departments
TQM
Loss of market share
Question 5.5.The Malcolm Baldrige National Quality Award was established by which of the following?
Several American automobile industry executives
The American Society for Quality (ASQ)
Baldrige Consulting
An Act of Congress
Question 6.6.ISO 9000:2000 defines a _____-based approach to quality management systems.
customer
statistics
process
product
Question 7.7.Which of the following causes the majority of poor quality in a system, according to Deming?
Outdated equipment
Production workers
Lack of automation
Management
Question 8.8.According to Deming's philosophy, which of the following is false regarding inspection?
Inspection encourages the production of defects.
Inspection can be used to assure quality.
Inspection is rarely accurate.
Inspection does not add value to the product.
Question 9.9.If a competitor's product offers the same benefits at a lower price, then the competitor's product provides _____.
higher value
higher effectiveness
lower value
higher quality
Question 10.10.Crosby's "quality vaccine" consists of _________.
Reliability, Education, and Implementation
Courtesy
Communication
Determination, Education, and Implementation
Question 11.11.A _____ is an approach that integrates an organization's major goals, policies, and action sequences into a cohesive whole.
tactic
program
mission
strategy
Question 12.12.Leadership for quality is about continually improving the performance of________.
people
processes
products
all of the above
Question 13.13.How did Deming believe worker motivation is best accomplished?
Neither internal motivation nor incentives and bonuses
Internal motivation rather than incentives and bonuses
Incentives and bonuses rather than internal motivation
Incentives but not bonuses
Question 14.14.The manager's role in empowerment includes
Commitment
Leadership
Facilitation
all of the above
Question 15.15.In order to ensure excellence in team work, team leaders should attempt to develop which of the following characteristics in teams:
People Skills
Participation
Accountability
all of the above
Question 16.16.In firms that implement Six Sigma efforts, _____ are often targeted as future leaders.
team members
Black belts
champions
Green belts
Question 17.17.Which one of the following types of processes drives the creation of products and services, is critical to customersatisfaction, and has a large impact on the organization's strategic goals?
Support processes
Outsourced processes
Value-creation processes
Supplier processes
Question 18.18.Kaizen is best described by which of the following terms?
Concurrent engineering
Continuous improvement at all levels
Innovation
Statistical process control
Question 19.19.During Final Inspection at a shirt manufacturer, more than 1,500 shirts were found with incorrect buttons. The manufacturer sold the shirts at 70 percent of the normal price to a retailer who specializes in factory seconds. The revenue lost by the manufacturer is considered which of the following?
An internal failure cost
An appraisal cost
An external failure cost
A prevention cost
Question 20.20.The additional labor that is used when a machined part is returned to the drilling department for rework to correct a quality problem is considered which of the following?
A prevention cost
An appraisal cost
An internal failure cost
An external failure cost
Question 21.21.Partitioning a population into hierarchical groups or levels and selecting a sample from each group or level is known aswhichof the following?
Simple random sampling
Stratified sampling
Systematic sampling
Judgment sampling
Question 22.22.A bank observes that most customer complaints come from only a small part of its total customer base. This is an example of which of the following?
Clustering
The Pareto principle
Skewing
The central limit theorem
Question 23.23.Which of the following constitutes an approach to reducing sampling error?
Cross-checking research designs with knowledgeable analysts
Questioning the assumption that tomorrow's and today's populations are comparable
Taking a larger sample from the population
Reducing conditions that contribute to dissimilar population segments
Question 24.24.Determine the upper control limit (UCL) and lower control limit (LCL) for an X-Bar chart if six samples of subgroup size 6 (n=6) were collected, and the mean of the sample averages is 4.7 and mean of the sample ranges is 0.35. (Points : 30)
UCL = 4.86905, LCL = 4.53095
UCL = 4.90195, LCL = 4.49805
UCL = 4.72250, LCL = 4.14350
UCL = 5.05805, LCL = 4.34195
Question 25.25.Determine the upper control limit (UCL) and lower control limit (LCL) for an R-chart if twenty samples of subgroup size 3 (n=3) were collected for a variable measurement and the mean of the sample ranges equals 4.4. (Points : 30)
UCL = 9.3016, LCL = 0.3344
UCL = 1.4696, LCL = 0.0000
UCL = 11.3256, LCL = 0.0000
UCL = 8.8176, LCL = 0.0000
Question 26.26.Which of the following are the phases of the Six Sigma problem solving approach?
Define, Monitor, Analyze, Improve, Confirm
Define, Monitor, Analyze, Invest, Control
Define, Measure, Analyze, Improve, Control
Define, Measure, Analyze, Invest, Control
Question 27.27.St. Luke's Hospital identified several phases in its organization's TQM implementation. This is an example of _____.
poor implementation
quality as a journey
implementation that is moving too slowly
All of the above
Essay Questions:
1.Answer the following questions concerning ISO 9000:
1. The ISO 9001 Requirements document is organized into four sections. Discuss three of the four sections.
2. Discuss how ISO 9000:2000 is different than older standards.
3. Discuss three of the eight quality management principles of ISO 9000:2000.
Question 2.2.Answer the following questions concerning best practices:
1. Discuss the five best practices that are considered to be universal.
2. Besides those noted in (1) above, discuss the best practices useful to lower performers, namely, those with an ROA of 2 percent or less.
3. Besides those noted in (1) above, discuss the best practices useful to high performers, namely, those with an ROA of 6.9 percent or more.
Question 3.3.Deming's Profound Knowledge consists of four elements. Answer the following three parts relating to the psychology element of
Deming's Profound Knowledge. Your discussion should relate to this element of Deming's Profound Knowledge and not psychology in general.
1. Discuss why psychology is important for us to understand.
2. Discuss how fear plays a part in this element.
3. Discuss how pay and motivation are of interest in this element.