One common definition of quality is __________, which focuses on measuring how well the product or service meets targets and tolerances determined by its designers.
Conformance to specification
The definition of quality that involves the product functioning as expected without failure is
Reliability
Which of the following specifically relates to Service Organization dimensions of quality?
atmosphere
In six-sigma the level of defects is reduced to approximately
4.4 parts per million
The expected operational life of a product is called its __________________________.
durability
Quality has gained such prominence because organizations
have gained an understanding of the high cost of poor quality
During World War II, quality
Became more statistical in nature
TQM is __________, designed to build quality into the product and process design.
Proactive
Not only does TQM encompass the entire organization but it
stresses quality is customer driven
Which of the following is not characteristic of TQM?
inspecting products after they have been made
The Japanese term for continuous improvement is
Kaizen
Giving workers responsibility for seeking out quality problems and correcting them is
Employee empowerment
Employees of the organization who receive goods or services from others in the company are
Internal customers
Proper training of employees in the understanding of quality tools includes all of the following except
How to develop new quality tools
TQM team meetings take place
During time in the workday set aside for them
A quality circle is
A team of volunteer production employees and their supervisors who meet regularly to solve quality problems
When using SPC if you plot the variable of interest against a timeline you are using
control charts
Which of the following is not an important cost of poor quality?
Overhead
Quality planning, employee training in quality measurement, and cost of maintaining records of information and data related to quality are __________ costs.
Prevention
Costs of quality inspections, testing, test equipment, and labs are examples of __________ costs.
Appraisal
Machine downtime due to failures in the process, scrap, and rework are examples of __________ costs.
Internal failure
External failure costs include
Litigation costs resulting from product liability issues
Warranty claims, customer complaints, and costs of litigation are examples of __________ costs.
External failure
The plan-do-study-act cycle is often called the
Deming wheel
In the plan-do-study-act cycle, what is studied?
The data collected in the do step
A useful tool for translating customers' everyday language into specific technical requirements is
Quality Function Deployment
Quality Function Deployment begins by
Identifying important customer requirements
In using Quality Function Deployment, __________ is one way to find out precisely what features customers want in the product.
Conducting focus groups
The important thing in Quality Function Deployment competitive evaluation is
To identify customer requirements that should be pursued and how we fare relative to our competitors
The strength of the relationship between customer requirements and product characteristics is shown in the __________ matrix.
Relationship
The last step in constructing the house of quality includes
Setting targets for our own product
One common name for TQM based team work is:
quality circle
What quality control tool resembles a "fishbone?
Cause-and-effect diagrams
Cause-and-effect diagrams are often called
Fishbone diagrams
For a cause-and-effect diagram, causes could be related to all of the following except
Analysis
What is a schematic diagram of the sequence of steps involved in an operation or process?
Flow chart
What tool is useful in helping everyone develop a clear picture of how an operation or process works?
Flowchart
A checklist is a list of common defects and __________ of these defects.
Number of occurrences
Checklists can also be used to focus on?
time dimension
For control charts, which of the following situations means that the process is not in control?
A measured observation is above the UCL
Scatter diagrams are particularly useful in detecting the amount of __________, or the degree of linear relationship, between two variables.
Correlation
__________ analysis is a technique used to identify quality problems based on their degree of
Pareto
A chart showing the number of defects that result from different causes would be used in:
Pareto analysis
A __________ shows the frequency distribution of observed values of a variable.
Histogram
If the derived scatter diagram shows a non-linear but scattered relationship it indicates that
there is no direct correlation between the two variables
Quality at the source is the belief that it is far better to _______ quality problems and _____ them than to discard defective items after production.
uncover the source of, correct
The Baldrige Award is intended to
Reward and stimulate quality initiatives
To compete for the Baldrige Award, companies must
Submit a lengthy application
The Malcolm Baldrige Award criteria include categories for all of the following except
Product design
The Malcolm Baldrige Award criteria category that includes commitment by top management is
Leadership
Which of the Malcolm Baldrige Award criteria is allocated the most points?
business results
Where is the Deming prize awarded?
Japan
The Union of Japanese Scientists and Engineers named its quality award after ___________________.
W. Edwards Deming
What was the first US company to receive the Deming Prize?
Florida Power & Light
The Malcolm Baldrige Award criteria category that includes the use of tools such as market surveys and focus groups is
Customer and market focus
The Malcolm Baldrige Award criteria category that includes continuous improvement programs, employee training, and functioning of teams is
Human resource development and management
The Malcolm Baldrige Award criteria category of business results does not include
One-time only improvments
If suppliers meet preset quality standards, materials
do not have to be inspection upon arrival
The purpose of the International Organization for Standardization is to
Establish international quality standards
ISO 9000 is
A set of international quality standards and a certification process for companies
Which of the following is not necessary for receiving ISO 9000 certification?
Products meet customer requirements
Increases in international trade during the 1980s created a need for the development of ____________ standards of quality.
universal
What are the most widely used ISO standards?
ISO 9000, ISO 9001, ISO 9004
Who is the "grandfather of quality control?
Walter Shewhart
Who developed quality control charts?
Walter Shewhart
ISO 14000 is for evaluating
A company's environmental responsibility
__________ is often referred to as the father of quality control.
W. Edwards Deming
Deming pointed out that 85% of quality problems are caused by
Processes and systems
Deming believed that __________ is the key to improving quality.
Improving the system
Who is famous for his "14 Points?
W. Edwards Deming
For Juran's quality trilogy, which part stresses that processes should be set up to ensure that the quality standards can be met?
Quality planning
Juran stressed that quality improvement should be continuous as well as
Breakthrough
Which of the following is not attributed to Philip Crosby?
The concept of the quality trilogy
Who is best known for the development of cause-and-effect diagrams?
Kaoru Ishikawa
Who developed a formula for determining the cost of poor quality?
Genichi Taguchi
The most important factor in the success or failure of TQM efforts is
The genuineness of the organization's commitment
Which of the following is a valid formula to compute the reliability of two components in parallel?
1 - (1 - Reliability of 1st Component) (1 - Reliability of 2nd Component)
Suppose that you have a system with one component and two backups. What is the formula for the reliability of the system?
1 - [P(1st fails)][P(2nd fails)][P(3rd fails)]
One TQM mistake companies make is believing that the responsibility for quality and elimination of waste lies
with all employees but top management
SPC is
is not a substitute for continuous improvement
The decision to implement TQM will impact all of the following EXCEPT
company product
TQM affects which of the following
all the answer choices are correct