Exam 10: The Tools of Quality

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows: If they construct a Pareto chart, what is the percentage of complaints represented by the problem "Literature not included in box"?

The tree diagram is useful to identify the steps needed to address a given problem.

The final step in the process of making a prioritization grid is to apply percentage weights to each of the criteria for each option.

An activity network diagram helps a group converge on a set number of themes or ideas that can be addressed later.

The first step in completing a(n) ________ is to construct an affinity diagram to identify the issues relating to a problem.

Describe the function of an affinity diagram.

The first step in constructing ________ is to gather categorical data relating to quality problems.

What are the basic process mapping symbols and why is it important to have a standard set of symbols?

When using Pareto analysis, a frequency chart is constructed showing the number of occurrences in ascending order.

The ________ is similar in concept to quality function deployment in its use of symbols, its layout, and its application.

Which of the following is one of Ishakawa's seven basic fools for quality improvements?

Define a matrix diagram. What are the steps involved in constructing a matrix diagram?

A SIPOC diagram is a special type of ________.

Define check sheets and describe the steps involved in setting up a check sheet.

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and their respective percentage weights as shown in the table below: What is the percentage weight for the Nutrition criterion?

A histogram is a picture of a process.

The first step in setting up a check sheet is to identify common defects occurring in the process.

A dashboard quickly communicates performance levels by reflecting the metrics reported in balanced scorecards.