MULTIPLE CHOICE
1.Pareto charts are used to
1.a. identify inspection points in a process
2.b. outline production schedules
3.c. organize errors, problems, or defects
4.d. show material flow
5.e. all of the above
2.The "four Ms" of cause-and-effect diagrams are
1.a. material, machinery/equipment, manpower, and methods
2.b. material, methods, men, and mental attitude
3.c. named after four quality experts
4.d. material, management, manpower, and motivation
5.e. none of the above
3.Among the tools of TQM, the tool ordinarily used to aid in understanding the sequence of events through which a product travels is a
1.a. Pareto chart
2. b. process chart
3. c. check sheet
4. d. Taguchi map
5. e. poka-yoke
4.The process improvement technique that sorts the "vital few" from the "trivial many" is
1.a. Taguchi analysis
2. b. Pareto analysis
3.c. benchmarking
4.d. Deming analysis
5. e. Yamaguchi analysis
5.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
1.a. a Pareto chart
2.b. a scatter diagram
3.c. a Taguchi loss function
4.d. a cause and effect diagram
5.e. a flow chart
6.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 categories. This is most closely related to the ____________ tool of TQM.
1.a. Taguchi loss function
2.b. cause and effect diagram
3.c. scatter diagram
4.d. histogram
5.e. process control chart
7.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
1.a. internal benchmarking
2.b. Six Sigma
3.. ISO 9000
4. d. Taguchi concepts
5.e. process control charts
8.A fishbone diagram is also known as a
1.a. cause-and-effect diagram
2.b. poka-yoke diagram
3.c. Kaizen diagram
4.d. Kanban diagram
5.e. Taguchi diagram
9.If a sample of parts is measured and the mean of the measurements is outside the control limits, the process is
1.a. in control, but not capable of producing within the established control limits
2.b. out of control and the process should be investigated for assignable variation
3.c. within the established control limits with only natural causes of variation
4.d. monitored closely to see if the next sample mean will also fall outside the control limits
5.e. none of the above
10.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?
1.a. Ishikawa diagram
2.b. Pareto chart
3. c. process chart
4. d. control charts
5.e. activity chart
11. When a sample measurement falls inside the control limits, it means that
1.a. each unit manufactured is good enough to sell
2.b. the process limits cannot be determined statistically
3.c. the process output exceeds the requirements
4.d. if there is no other pattern in the samples, the process is in control
5.e. the process output does not fulfill the requirements
12. Which of the following is false regarding control charts?
1.a. Values above the upper control limits always imply that the product’s quality is exceeding expectations.
2.b. Control charts are built so that new data can be quickly compared to past performance data.
3.c. Control charts graphically present data.
4.d.Control charts plot data over time.
5.e.None of the above is false.
13. The goal of inspection is to
1.a. detect a bad process immediately
2.b.add value to a product or service
3.c.correct deficiencies in products
4.d.correct system deficiencies
5.e.all of the above
14. Which of the following is not a typical inspection point?
1.a. upon receipt of goods from your supplier
2.b.during the production process
3.c.before the product is shipped to the customer
4.d.at the supplier's plant while the supplier is producing
5.e. after a costly process
15. A good description of "source inspection" is inspecting
1.a.materials upon delivery by the supplier
2.b.the goods at the production facility before they reach the customer
3.c.the goods as soon as a problem occurs
4.d.goods at the supplier's plant
5.e.one's own work, as well as the work done at the previous work station
16. "Poka-yoke" is the Japanese term for
1. a. card
2.b.foolproof
3.c.continuous improvement
4.d.fishbone diagram
5.e.just-in-time production
17.What refers to training and empowering frontline workers to solve a problem immediately?
1.a. just-in-time
2.b. poka-yoke
3.c. benchmarking
4.d.kaizen
5.e. service recovery
18.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?
1.a.communication, courtesy, and credibility
2.b.competence, courtesy, and security
3.c.competence, responsiveness, and reliability
4.d.communication, responsiveness, and reliability
5.e.understanding/knowing customer, responsiveness, and reliability
19.Marketing issues such as advertising, image, and promotion are important to quality because
1.a.they define for consumers the tangible elements of a service
2.b.the intangible attributes of a product (including any accompanying service) may not be defined by the consumer
3.c.they educate consumers on how to use the product
4.d.they make the product seem more valuable than it really is
5.e.they raise expenses and therefore decrease profitability
20.Which of the determinants of service quality involves having the customer's best interests at heart?
1.a. access
2.b.courtesy
3.c.credibility
4.d.responsiveness
5.e.tangibles
21.Which of the determinants of service quality involves performing the service right the first time?
1.a. access
2.b.courtesy
3.c.credibility
4.d.reliability
1.e.responsiveness