Sample questions for Chapter 6

1. When a process fails to satisfy a customer: a. it is quite often the customers fault. b. it is considered a defect c. it is time to reengineer the process. d. it is usually half the customers fault and half the companys fault. Answer: b 2. Consumers consider five aspects when defining quality. Which one of the following is least likely to be one of these aspects a. !alue b. "itness for use c. #sychological impressions d. $ndividual development Answer: d %. Which of the following would be considered a prevention cost of quality a. $nspecting incoming raw materials b. &raining workers to perform their 'obs c. $ssuing a recall of defective product before another customer is in'ured d. #erforming a 2( hour burn)in on every item produced to make sure it works before it is shipped. Answer: b (. Which of the following would be considered an appraisal cost of quality a. &raining workers to perform their 'obs b. #urchasing better tools for workers to perform their 'obs c. *epairing an item under the warranty d. *unning a functional test on each item before it is bo+ed for shipment Answer: d ,. - prime e+ample of an internal failure cost is: a. the labor cost associated with inspecting every item produced. b. the labor cost associated with repairing an item returned under warranty. c. the material cost of a piece of stock metal that has had too large a hole drilled in it. d. the material cost of the paint applied to the case of a finished unit. Answer: c .. $f the quality level is increased by taking steps to prevent defects before they happen/ which one of the following statements is &*01 a. #revention costs increase. b. -ppraisal costs increase. c. $nternal failure costs increase. d. 1+ternal failure costs increase. Answer: a

2. -t which of the following steps will the cost of detecting product defects be the highest a. Customer b. #rocess c. "inal testing d. *aw material Answer: a 3. Which one of the following statements about strategic considerations in total quality management is &*01 a. &otal quality management is another name for quality control. b. &raining programs for employees and monetary incentives are two ways organi4ations can increase quality awareness in their employees. c. #lants with the best quality control usually have a high percentage of quality inspectors. d. 5etting specific quality goals is impossible because good quality is impossible to quantify. Answer: b 6. Which one of the following statements is a key feature of total quality management 7&89: a. 8uality is primarily the responsibility of all employees in the organi4ation. b. 8uality is primarily the responsibility of the quality control department. c. 8uality is primarily the responsibility of the production department. d. 8uality is primarily the responsibility of top management. Answer: a 1;. &he implementation of a total quality management program will most likely result in: a. an increase in product lead times. b. a decrease in employee involvement. c. an increase in communication between workers. d. an increase in work)in)process inventory. Answer: c 11. Continuous improvement is a philosophy that: a. uses problem)solving techniques within work teams. b. ensures there are plenty of quality inspectors to find areas for improvement. c. waits until a big problem occurs/ then systematically solves it. d. encourages the hiring of statistical process control specialists to reduce the need for current employees to learn statistical methods. Answer: a 12. Which one of the following statements is &*01 a. <o two products are e+actly alike because the processes that produce them contain many sources of variation/ even if the process is a machine. b. With due diligence/ variation in a process can be completely eliminated. c. 5#C and &89 are two competing techniques for quality control. d. Common causes of variation are those factors that can be identified as commonly occurring at a particular process. Answer: a

1%. - measure of the dispersion of observations in a process distribution is called: a. an average. b. a range. c. a shape. d. a specification. Answer: b 1(. Which one of the following statements relating to quality is &*01 a. 5ampling procedures based on measurement by variables should be used when quality specifications are comple+. b. - distribution of sample means has more variance than the process distribution itself. c. &he distribution of sample means can be appro+imated by the normal distribution. d. 5ampling is a better approach than 1;; percent inspection when the cost of accepting a defective item is very high. Answer: c

1,. - milling operation has historically produced an average thickness of ;.;;, inch with an
average range of ;.;;1, inch. Currently/ the first three items from each batch of 2; are inspected. What is the value of the 0C= X a. =ess than or equal to ;.;;2;; b. >reater than ;.;;2;; but less than or equal to ;.;;%66 c. >reater than ;.;;%66 but less than or equal to ;.;;,66 d. >reater than ;.;;,66 Answer: d

1.. - milling operation has historically produced an average thickness of ;.;;, inch with an
average range of ;.;1, inch. Currently/ the first three items from each batch of 2; are inspected. 0se &able ..1. What is the value of the =C= X a. =ess than or equal to ;.;;1;; b. >reater than ;.;;1;; but less than or equal to ;.;;266 c. >reater than ;.;;266 but less than or equal to ;.;;(66 d. >reater than ;.;;(66 Answer: c

12. ?istorically/ the average diameter of the holes drilled has been ;.2, cm and the average range
has been ;.1 cm. @etermine the central line and upper and lower control limits for an X ) and an R)chart/ assuming samples of si4e 3 will be taken. "or the X ) chart/ what is the value of 0C= X a. =ess than or equal to ;.1;; b. >reater than ;.1;; but less than or equal to ;.2;; c. >reater than ;.2;; but less than or equal to ;.%;; d. >reater than ;.%;; Answer: c

13. What is &89 What are the ma'or principles of it 16. What are the quality costs Ariefly e+plain each.

2;. What are $5B 6;;; standards 21. @istinguish between $5B 6;;; and 9alcolm Aaldrige. 22. What is 9alcolm Aaldrige -ward 2%. Compare traditional quality control to &89 philosophy. 2(. What is the importance of 5tatistical #rocess Control 2,. What are the causes of variation 2.. @efine the concept of si+ sigma.