Exam 2: Quality Management

Pete's Pizza promises delivery to your home or office in under an hour.His goal is to deliver all Pizzas between 20 and 60 minutes.Records indicate the average delivery time is 38 minutes,with a standard deviation of 3 minutes.Is the company delivering within Six Sigma quality levels with respect to delivery time?

Quality improvement efforts are often credited with reducing

In the long term,which of the following is not the result of an organization's quality improvement efforts?

Identify and describe four of the dimensions of product quality discussed in the textbook.

Pete's sister Patty runs a similar restaurant called Patty's Pizza with the same 1-hour delivery promise.Her delivery records show a mean delivery time of 40 minutes,with a standard deviation of 5 minutes.She does not meet Six Sigma quality levels for delivery time.What does her standard deviation need to be to achieve Six Sigma quality levels for delivery?

Having a customer focus is central to ISO 9000 standards,the Baldrige framework,and Six Sigma.

The focus of ISO 14000 standards is on minimizing the harmful effects on the environment caused by an organization's activities and on achieving continual improvement in environmental performance.

The primary objective of ISO standards is to make the development,manufacturing,and supply of products and services more efficient,safe,and clean.

Security as a dimension of service quality means

A Six Sigma quality thus means that the distance from the mean value of the process to both the LTL and the UTL is six standard deviations.

Which of the following is considered a "prevention cost" of quality?

Craftsmen were generally in direct contact with their customers,and products were created on the basis of specifications provided by individual customers to local producers.

Describe how ISO 9000 standards can benefit consumers.

Which of the following is not considered a dimension of service quality?

The first three steps in the DMAIC plan are called the process characterization phase because they provide descriptive information about the existing process.

A machine shop requires a specific hardness range on purchased iron blocks.A machine is used to test the hardness.To be acceptable,the hardness readings need to be between a UTL of 366 and an LTL of 335.The supplier reports that the mean hardness is 350,with a standard deviation of 7.The Z-score is 2.33 for a defective rate of less than 1%.What standard deviation is required if the UTL is used to compute the process sigma?

The local university's Admissions' office has four steps required in the admissions process.Applications must be entered in the system,reviewed for accuracy,reviewed by the admissions team,and a letter of acceptance or rejection must be sent.To provide timely feedback,each step has a time goal.Applications are entered in the system faster than the goal 94% of the time.The accuracy review is faster than the goal 98.5% of the time.The review team only beats the goal 88.4% of the time.The letter is issued faster than the goal 99% of the time.What is the timeliness of the process?

DMAIC,which stands for Define,Measure,Analyze,Improve,and Control,is central to Six Sigma.

A quality circle is a small group of employees who are responsible for similar or related work functions,and meets regularly to identify,analyze,and solve quality and production problems related to its work.

Research over a long period has shown that it is more costly to continue serving existing customers than to increase market share.