Question 1

The TQM wheel features ________ at its center.

Accepted Answer

A)  incremental improvement 
B)  customer satisfaction 
C)  employee teams 
D)  leadership 
A)  incremental improvement 
B)  customer satisfaction 
C)  employee teams 
D)  leadership

Question 2

Historically, the average time to service a customer complaint has been 3 days and the standard deviation has been 0.50 day. Management would like to specify the control limits for an chart with a sample size of 10 and 3- sigma limits. The UCL for the $ \bar{x} $ chart would be:

Accepted Answer

A)  less than or equal to 3.30. 
B)  greater than 3.30 but less than or equal to 3.40. 
C)  greater than 3.40 but less than or equal to 3.50. 
D)  greater than 3.50. 
A)  less than or equal to 3.30. 
B)  greater than 3.30 but less than or equal to 3.40. 
C)  greater than 3.40 but less than or equal to 3.50. 
D)  greater than 3.50.

Question 3

The Baldrige Performance Excellence Program considers a company's business results but ISO 9001:2008 registration does not.

Accepted Answer

A) True 
 B)False

Question 4

Why is employee empowerment important in a total quality management program?

Accepted Answer

With TQM, everyone is expected to contri

Question 5

A manufacturer embarking on a Six Sigma program sets the goal of having True Six Sigma capability for all processes by the end of the month. If their current process capability index on a key metric is less than 2.0 and the process capability ratio is 1.70, what must happen with the process standard deviation?

Accepted Answer

A)  The process standard deviation must be reduced by 50%. 
B)  The process standard deviation must be reduced by 33%. 
C)  The process standard deviation must be reduced by 25%. 
D)  The process standard deviation must be reduced by 15%. 
A)  The process standard deviation must be reduced by 50%. 
B)  The process standard deviation must be reduced by 33%. 
C)  The process standard deviation must be reduced by 25%. 
D)  The process standard deviation must be reduced by 15%.

Question 6

A professor, dissatisfied with a product he's purchased, bad mouths the product to his class, resulting in decreased market share (since the students believe everything he tells them). The manufacturer suffers:

Accepted Answer

A)  an internal failure cost. 
B)  an external failure cost. 
C)  a prevention cost. 
D)  an appraisal cost. 
A)  an internal failure cost. 
B)  an external failure cost. 
C)  a prevention cost. 
D)  an appraisal cost.

Question 7

Rejecting product materials due to poor quality of the samples would be an example of which TQM pillar?

Accepted Answer

A)  Management Commitment and Leadership 
B)  Continuous Improvement 
C)  Employee Involvement 
D)  Analytical Process Thinking 
A)  Management Commitment and Leadership 
B)  Continuous Improvement 
C)  Employee Involvement 
D)  Analytical Process Thinking

Question 8

The Six Sigma improvement model can be applied both to projects involving incremental improvements to processes and to projects requiring major changes.

Accepted Answer

A) True 
 B)False

Question 9

Wider limits on a control chart result in lower probability of a type I error.

Accepted Answer

A) True 
 B)False

Question 10

One of the main challenges in developing the proper culture for TQM is to:

Accepted Answer

A)  define customer for each employee. 
B)  suspend reward systems based on quantity. 
C)  institute an equitable employee recognition program. 
D)  get buy-in from the customer. 
A)  define customer for each employee. 
B)  suspend reward systems based on quantity. 
C)  institute an equitable employee recognition program. 
D)  get buy-in from the customer.

Question 11

A quality-focused CEO who promotes a culture of quality is an example of which of the four TQM pillars?

Accepted Answer

A)  Management Commitment and Leadership 
B)  Continuous Improvement 
C)  Employee Involvement 
D)  Analytical Process Thinking 
A)  Management Commitment and Leadership 
B)  Continuous Improvement 
C)  Employee Involvement 
D)  Analytical Process Thinking

Question 12

A manufacturer embarking on a Six Sigma program sets the goal of having True Six Sigma capability for all processes by the end of the month. If their current process capability index on a key metric is less than 2.0 and the process capability ratio is 1.5, what must happen with the process standard deviation?

Accepted Answer

A)  The process standard deviation must be reduced by 25%. 
B)  The process standard deviation must be reduced by 33%. 
C)  The process standard deviation must be reduced by 50%. 
D)  The process standard deviation must be reduced by 67%. 
A)  The process standard deviation must be reduced by 25%. 
B)  The process standard deviation must be reduced by 33%. 
C)  The process standard deviation must be reduced by 50%. 
D)  The process standard deviation must be reduced by 67%.

Question 13

The defect rate for a product has historically been about 5.0%. What is the upper control chart limit if you wish to use a sample size of 50 and 3-sigma limits?

Accepted Answer

A)  0.082 
B)  0.112 
C)  0.142 
D)  0.172 
A)  0.082 
B)  0.112 
C)  0.142 
D)  0.172

Question 14

When considering the plan-do-study-act cycle for problem solving, instructing other employees in the use of the new process occurs in the ________ step.

Accepted Answer

A)  plan 
B)  do 
C)  study 
D)  act 
A)  plan 
B)  do 
C)  study 
D)  act

Question 15

Statistical process control (SPC) is the application of statistical techniques to determine whether a quantity of material should be accepted or rejected.

Accepted Answer

A) True 
 B)False

Question 16

________ is the international standard governing documentation of a quality program.

Accepted Answer

The answer of ________ is the international standard governing documentation...

Question 17

A company is interested in monitoring the average time it takes to serve its customers. An appropriate control chart would be:

Accepted Answer

A)  $ \bar{x} $ chart. 
B)  a p-chart. 
C)  a c-chart. 
D)  an R-chart. 
A)  $ \bar{x} $ chart. 
B)  a p-chart. 
C)  a c-chart. 
D)  an R-chart.

Question 18

Jerry watched in awe as Warren went to 2 sigma limits from the company-mandated 3 sigma limits, thereby increasing the likelihood of a type ________ error.

Accepted Answer

The answer of Jerry watched in awe as Warren went...

Question 19

A manufacturer embarking on a Six Sigma program sets the goal of having True Six Sigma capability for all processes by the end of the month. If their current process capability index on a key metric is less than 2.0 and the process capability ratio is 1.25, what must happen with the process standard deviation?

Accepted Answer

A)  The process standard deviation must be reduced by about 25%. 
B)  The process standard deviation must be reduced by about 37%. 
C)  The process standard deviation must be reduced by about 50%. 
D)  The process standard deviation must be reduced by about 67%. 
A)  The process standard deviation must be reduced by about 25%. 
B)  The process standard deviation must be reduced by about 37%. 
C)  The process standard deviation must be reduced by about 50%. 
D)  The process standard deviation must be reduced by about 67%.

Question 20

Which of these elements is not part of the Deming Wheel?

Accepted Answer

A)  plan 
B)  design 
C)  study 
D)  act 
A)  plan 
B)  design 
C)  study 
D)  act

Exam 3: Quality and Performance

The TQM wheel features ________ at its center.

Historically, the average time to service a customer complaint has been 3 days and the standard deviation has been 0.50 day. Management would like to specify the control limits for an chart with a sample size of 10 and 3- sigma limits. The UCL for the xˉ \bar{x} xˉ chart would be:

The Baldrige Performance Excellence Program considers a company's business results but ISO 9001:2008 registration does not.

Why is employee empowerment important in a total quality management program?

A professor, dissatisfied with a product he's purchased, bad mouths the product to his class, resulting in decreased market share (since the students believe everything he tells them). The manufacturer suffers:

Rejecting product materials due to poor quality of the samples would be an example of which TQM pillar?

The Six Sigma improvement model can be applied both to projects involving incremental improvements to processes and to projects requiring major changes.

Wider limits on a control chart result in lower probability of a type I error.

One of the main challenges in developing the proper culture for TQM is to:

A quality-focused CEO who promotes a culture of quality is an example of which of the four TQM pillars?

The defect rate for a product has historically been about 5.0%. What is the upper control chart limit if you wish to use a sample size of 50 and 3-sigma limits?

When considering the plan-do-study-act cycle for problem solving, instructing other employees in the use of the new process occurs in the ________ step.

Statistical process control (SPC) is the application of statistical techniques to determine whether a quantity of material should be accepted or rejected.

________ is the international standard governing documentation of a quality program.

A company is interested in monitoring the average time it takes to serve its customers. An appropriate control chart would be:

Jerry watched in awe as Warren went to 2 sigma limits from the company-mandated 3 sigma limits, thereby increasing the likelihood of a type ________ error.

Which of these elements is not part of the Deming Wheel?

Using Operations to Create Value

Process Strategy and Analysis

Capacity Planning

Constraint Management

Lean Systems

Project Management

Forecasting

Inventory Management

Operations Planning and Scheduling

Resource Planning

Supply Chain Design

Supply Chain Logistic Networks

Supply Chain Integration

Supply Chain Sustainability

Supplement A Decision Making

Supplement J Operations Scheduling

Supplement K Layout

Supplement B Waiting Lines

Supplement C Special Inventory Models

Supplement D Linear Programming

Supplement E Simulation

Supplement F Financial Analysis

Supplement G Acceptance Sampling Plans

Supplement H Measuring Output Rates

Supplement I Learning Curve Analysis

Filters

Historically, the average time to service a customer complaint has been 3 days and the standard deviation has been 0.50 day. Management would like to specify the control limits for an chart with a sample size of 10 and 3- sigma limits. The UCL for the $\bar{x}$ chart would be: