O.M. Ch. 15-MC

Question 1

Juran proposed a major cultural change in organizations seeking to improve quality.

Answer 1

False

Question 2

ISO stands for the International Organization for Standardization.

Answer 2

False

Question 3

The term “six sigma” is based on a statistical measure that equates to at most 3.4 errors or defects per million opportunities.

Answer 3

True

Question 4

The application of Six Sigma is best suited for larger manufacturing firms.

Answer 4

False

Question 5

Quality costs involving testing and inspection are classified as prevention costs.

Answer 5

True

Question 6

Quality costs are the costs incurred as a result of poor quality.

Answer 6

True

Question 7

The application of Six Sigma is best suited for larger manufacturing firms.

Answer 7

False

Question 8

Quality costs involving testing and inspection are classified as prevention costs.

Answer 8

False

Question 9

Quality costs are the costs incurred as a result of poor quality.

Answer 9

False

Question 10

A cause-and-effect diagram is often called a fishbone diagram.

Answer 10

True

Question 11

Many applications of poka-yoke are inexpensive to implement.

Answer 11

True

Question 12

The Japanese were introduced to statistical quality control by U.S.

Answer 12

Consultants

Question 13

The principles of total quality are all of the following except

Answer 13

a focus on the competition

Question 14

The ability of a good or service to meet customer needs is the definition of

Answer 14

fitness for use

Question 15

One of the five dimensions of service quality is ________, which is the ability to provide what was promised, dependably and accurately.

Answer 15

reliability

Question 16

Management gurus in the quality revolution include all of the following except

Answer 16

Morris A. Fogarty

Question 17

The quality management guru who stated that top management speaks in the language of dollars and advocated the use of quality cost measurement is

Answer 17

Joseph M. Juran

Question 18

The quality management guru who wrote the book “Quality Is Free” and professed the “Absolutes of Quality Management” is

Answer 18

Philip B. Crosby

Question 19

The quality management guru who professed that higher quality leads to higher productivity and lower costs, which in turn leads to improved market share and long-term competitive strength is

Answer 19

Philip B. Crosby

Question 20

Gap 1 in the GAP model is the discrepancy between

Answer 20

actual manufacturing and service system performance and external communication to the customer

Question 21

Gap 5 in the GAP model is the discrepancy between

Answer 21

the customer’s expectations and perceptions

Question 22

An excellent starting point for companies with no formal quality assurance program is

Answer 22

DMAIC approach

Question 23

In Six Sigma terminology, any mistake or error that is passed on to the customer is called

Answer 23

a defect

Question 24

Moving from a 3- to a 4-sigma level requires about a 10-fold improvement, and moving from a 5- to a 6-sigma level requires almost a ___________ improvement.

Answer 24

70-fold

Question 25

The recognized benchmark for Six Sigma implementation is

Answer 25

Motorola

Question 26

The D in General Electric’s problem solving approach (DMAIC) stands for

Answer 26

detect

Question 27

The I in General Electric’s problem solving approach (DMAIC) stands for

Answer 27

implement

Question 28

All Six Sigma projects have three key characteristics which include all of the following except

Answer 28

a deadline for completion

Question 29

Quality costs can be organized into all of the following major categories except

Answer 29

detection

Question 30

External failure costs are incurred after poor-quality goods or services

Answer 30

reach the customer

Question 31

A special type of data collection form in which the results may be interpreted on the form without additional processing is a

Answer 31

checksheet

Question 32

One of the “Seven QC Tools” that separates the vital few from the trivial many and provides direction for selecting projects for improvement is the

Answer 32

Pareto diagram

Question 33

The approach that forces one to redefine a problem statement as a chain of causes and effects to identify the source of the symptoms is specifically called

Answer 33

the 5-Why Technique

Question 34

An intense and rapid process in which a team or a department throws all its resources into an improvement project over a short time period is a

Answer 34

kaizen blitz

Question 35

Poka-yoke is an approach for ____________ a process.

Answer 35

mistake-proofing