Ch. 6 and 6s

Question 1

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 what quality tool?

Answer 1

Pareto charts

Question 2

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 sources or factors. Her approach is most closely related to what tool of TQM?

Answer 2

Check Sheet

Question 3

If a sample of parts is measured and the mean of the measurements is outside the control limits, what would you conclude about the process?

Answer 3

that it is out of control

Question 4

If a quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. What tool would you suggest the team use to organize their findings?

Answer 4

Cause and Effects/ Fish-bone chart

Question 5

When sample measurements fall inside the control limits, what does that mean?

Answer 5

The process is in control

Question 6

What is the goal of inspection?

Answer 6

To check and see if an item is good or defective

Question 7

What are typical inspection points?

Answer 7

Supplier’s plant, at your facility upon receipt of goods from the supplier, before costely or irreversible processes, during step-by-step production process, when production or service is complete, before delivery to your customer, at point of customer contact

Question 8

What is the meaning of the Japanese term poka-yoke?

Answer 8

foolproof

Question 9

What type of poka-yoke lists the steps needed to ensure consistency and completeness in a task?

Answer 9

Checklists

Question 10

What term refers to training and empowering frontline workers to solve a problem immediately?

Answer 10

employee empowerment

Question 11

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?

Answer 11

Credibility, responsiveness, understanding/knowing

Question 12

Which of the determinants of service quality involves having the customer’s best interests at heart?

Answer 12

Communication, understanding/knowing

Question 13

Which of the determinants of service quality involves performing the service right the first time?

Answer 13

Reliability, Competence, credibility, security

Question 14

What are the ten determinants of service quality?

Answer 14

Reliability, competence, credibility, security, responsiveness, access, courtesy, understanding/knowing, tangibles

Question 15

parts of the process of delivering a service

Answer 15

service specifications

Question 16

What is the purpose of process control?

Answer 16

Ensuring a process is predictable, stable, and consistently operating at the target level of performance

Question 17

What two parameters generally describe a normal distribution?

Answer 17

Consistent, and predictable

Question 18

When is a process said to be in statistical control?

Answer 18

When the distribution of outputs falls within acceptable limits

Question 19

What type of control chart is appropriate to plot the number of flaws in a bolt of fabric?

Answer 19

c-chart

Question 20

If a sample of items is taken and the mean of the sample is outside the control limits, what would you conclude about the process?

Answer 20

that it is out of control

Question 21

What are the causes of variation in statistical process control?

Answer 21

Common(natural), special(assignable)

Question 22

a variation in the production process that can be traced to specific causes

Answer 22

assignable cause

Question 23

What is the purpose of an x-bar chart?

Answer 23

tells us whether changes have occurred in the central tendency (mean) of the process

Question 24

What type of control chart should be used to examine the number of defects/errors after cleaning hotel rooms (sheets not straight, smears on mirror, missed debris on carpet, etc)?

Answer 24

C-chart

Question 25

What type of control chart should be used to examine the number of late insurance claim payouts per 100?

Answer 25

P-chart

Question 26

What do statistical process control charts display?

Answer 26

shows historical data to help distinguish between natural variations and variations due to assignable causes

Question 27

What is the general or common purpose of an R-chart?

Answer 27

Indicates gain or loss of dispersion

Question 28

To set x-bar chart upper and lower control limits, one must know the process center line, what is the process center line?

Answer 28

Mean

Question 29

What is the statistical process chart used to control the number of defects per unit of output?

Answer 29

C-Chart

Question 30

What type of quality control chart indicates when changes occur in the central tendency of a production process?

Answer 30

xbar chart

Question 31

What does the Cpk index measures?

Answer 31

An index that indicates if a process is capable of meeting the specifications. It shows “potential” capability. The Cpk index measures the difference between desired and actual dimensions of goods or services produced.

Question 32

What is the difference between the process capability ratio Cp and the process capability index Cpk?

Answer 32

Cp= Process Capability is a simple indicator of process capability. Cp is a process index that describes variation relative to the tolerances or specifications.

Question 33

Acceptance sampling is the process of deciding whether or not a lot is rejected based on a sample of the shipment. It is a form of quality testing used for incoming materials or finished goods.

Answer 33

acceptance sampling

Question 34

What is Producer’s risk related to acceptance sampling?

Answer 34

Producer’s risk is probability of rejecting a good lot when the fraction defective is at or above the acceptable quality level.

Question 35

In acceptance sampling, when does a Type I error occur?

Answer 35

The error occurs when one detects an effect that is not present, in acceptance sampling detecting a bad lot when it is in fact a good lot. The error of false negatives.