Exam 5: Managing Quality

A drive-in restaurant is running a new promotion,the "Route 44," named after an interstate that runs through their primary market area.The drink is promoted as 44 ounces of pure carbonated pleasure but the regional manager,being somewhat of a quality expert,wants to make sure that the company's drink process can deliver 44 ounces.He decides statistical quality control is the best way to monitor their process. For ten consecutive days he purchases five Route 44 drinks from franchise locations on his way to headquarters and turns them over to the testing lab for volume analysis.The data appear in the table,all amounts are in fluid ounces as measured by the testing lab. -The regional manager first develops an chart to see whether he is achieving the goal of 44 ounces.He calculates his center line using this data and arrives at the value 45.03."Not ideal," he muses,"but at least the customers won't complain.If I were consistently delivering less than 44 ounces,I'd probably have a lawsuit on my hands.The and R charts both look good,and my calculations indicate a process standard deviation of 3.08.The process engineers have designed our drink process with an upper tolerance of 46 ounces and a lower tolerance of 42 ounces.I wonder what our process capability really is? I've been reading about Six Sigma,it would be fantastic if we could add that to our already fantastic slogan regarding this new beverage!" Calculate the process capability and comment on the likelihood achieving Six Sigma with this process.

A pizza delivery service wants to track their delivery times.They take eight samples of four deliveries and record the following data.What are the upper and lower control limits of their R-chart?

A pizza delivery service wants to track their delivery times.They take eight samples of four deliveries and record the following data.What are the upper and lower control limits of their chart?

At many luxury hotels,all employees are trained in satisfying the customer,regardless of whether the customer request falls directly within the scope of what might be considered their primary duties.For example,a housekeeper might abandon their cleaning cart and direct the customer through the facility to the fitness center if asked for directions.This freedom to manage moments of truth falls under the scope of ________.

A drive-in restaurant is running a new promotion,the "Route 44," named after an interstate that runs through their primary market area.The drink is promoted as 44 ounces of pure carbonated pleasure but the regional manager,being somewhat of a quality expert,wants to make sure that the company's drink process can deliver 44 ounces.He decides statistical quality control is the best way to monitor their process. For ten consecutive days he purchases five Route 44 drinks from franchise locations on his way to headquarters and turns them over to the testing lab for volume analysis.The data appear in the table,all amounts are in fluid ounces as measured by the testing lab. -The regional manager is more concerned about the consistency of the process,figuring that if the cups are filled,the amount will be close enough for beverage work.Develop three sigma control limits to monitor the process and determine whether the process is in control.

Describe the ISO 9000 family of standards,including the objectives and process of becoming certified.

Total Quality Management is the management of an entire organization so that it excels in all quality dimensions that are important to customers.

An airline wants to monitor the performance of their baggage handling crew on the daily flight from Oklahoma City to Dallas that is always filled to its 140 passenger capacity.They track the number of passengers that lose bags each flight for a two week period.The data are displayed in the following table.Determine control limits for the appropriate chart and indicate any points that are out of control.

An R chart is used to track how much the individual observations within a sample vary.

Producer's risk rises as consumer's risk falls.

________ measures of interest refer to the presence or absence of a particular characteristic.

The probability of rejecting a lot with quality better than the acceptable quality level is:

One international standard for managing quality across the supply chain is:

For a perfectly centered process with normally distributed output,Six Sigma process quality translates to around 2 defects per trillion units produced.

A(n)________ cost is incurred by a company to assess its quality levels

A hot tub manufacturer wants the thermostat to control water temperature to within one degree when set at 130 degrees Fahrenheit.They randomly select 10 hot tubs,set the thermostats to 130,and record the following data with an infrared thermometer that has recently been calibrated. What is their process capability?

With everything else held constant,a sampling plan with c=1 will have a lower producer's risk than a sampling plan with c=2.

What are the seven core ideas of total quality management?