Which of the following statements about total quality management (tqm) is true

Statistical process control (SPC) uses statistical methods to monitor the quality of output from individual operations along a process.

3)

1. Internal failure costs result from defects that are discovered after the production of a service or product.

4)

1. Six sigma is a comprehensive and flexible system for achieving, sustaining, and maximizing business success by minimizing defects and variability in processes.

5)

1. Functional benchmarking is based on comparisons with a direct industry competitor. 6)

2. One of the principles that total quality management (TQM) stresses is employee involvement. 7)

3. One of the principles that total quality management (TQM) stresses is process reengineering. 8)

4. The International Standard ISO 26000:2010 produced a guidance document for social responsibility.

9)

1. Demingʹs philosophy was that quality was the responsibility of the worker. 10)

2. Customers typically define quality as conformance to specifications. 11)

3. Customers define quality in many ways. 12)

4. Fitness for use refers to how well the product or service performs its intended purpose. 13)

5. Most experts estimate the cost of poor quality in the range of  20  to  30  percent of gross sales for defective or unsatisfactory products.

14)

1. Appraisal costs are associated with preventing defects before they happen. 15)

2. External failure costs arise when a defect is discovered after the customer has received the product or service.

16)

1. An example of an internal failure cost would be warranty cost. 17)

2. Firms should avoid having errors or defects caught and corrected at the source. 18)

3. One way to achieve employee involvement is through the use of teams. 19)

4. Problem-solving teams are also called quality circles. 20)

5. The philosophy behind problem-solving teams is that the people who are directly responsible for making the product or providing the service will be best able to consider ways to solve a problem.

21)

1. Special-purpose teams take worker participation to its highest level. 22)

2. Self-managed teams essentially change the way work is organized because employees have control over their jobs.

23)

1. In the plan-do-check-act cycle, the do refers to the team analyzing the data collected. 24)

2. Continuous improvement is based on the Japanese concept called Kaizen. 25)

3. Stable product and service designs help to reduce internal quality problems. 26)

4. Reliability is the probability that the product will be functional when used. 27)

5. Quality function deployment is a means of translating customer requirements into the appropriate technical requirements at each stage of product or service development and during production.

28)

1. Benchmarking is a continuous, systematic procedure that measures a firmʹs products, services, and processes against those of industry leaders.

29)

1. Statistical process control (SPC) is the application of statistical techniques to determine whether a quantity of material should be accepted or rejected.

30)

1. Common causes of variation are the purely random, unidentifiable sources of variation that are unavoidable with the current process.

31)

1. Assignable causes of variation include any variable-causing factors that can be identified and eliminated.

32)

1. A process is said to be in statistical control when the location, spread, or shape of its distribution changes over time.

33)

1. The advantage of variable measurements is that they can be quickly counted compared to attribute measurements.

34)

1. One part of the sampling plan specifies the time between successive samples. 35)

2. A control chart is a time-ordered diagram that is used to determine whether observed variations are abnormal.

36)

1. One function of control charts for variables is to monitor the mean of the process distribution. 37)

2. Purely random, unidentifiable sources of variation that are unavoidable with an existing process make it impossible to apply statistical process control techniques.

55)

1. Once a process is in statistical control, SPC techniques detect the onset of assignable causes of variation so that they can be eliminated.

56)

MULTIPLE CHOICE. Choose the one alternative that best completes the statement or answers the question.

57)ʺConformance to specificationsʺ implies that A) quality level will be high. B) there is no need to scrap or rework any product because it always meets specifications. C) quality performance is measured by the productʹs value. D) quality standards are specified for products or services.

57)

1. Consumers consider various aspects when defining quality in terms of high-performance design. Consideration of the lifespan of a product before it begins to deteriorate or no longer functions at an acceptable level refers to which one of these aspects? A)basic performance B) support C) reliability D) durability

58)

1. Which one of the following statements regarding customersʹ definition of quality is FALSE? A) Customers consider how well a product serves its intended purpose at a price they are willing to buy. B) Consumers may change their perception of quality. C) Consumers consider various aspects of quality such as value, service support, and psychological impressions. D) Conformance to specifications is not a concern for a service provider because no tangible product is produced.

59)

1. When customers are upset with their bank because of an incorrect financial statement, the quality provided by the bank is poor from the aspect of A) psychological impressions. B) support. C) style. D) value.

60)

1. Psychological impressions are considered one aspect of quality because customers can get upset with A) slow responses to warranty claims. B) misleading advertising. C) discourteous employees. D) poor craftsmanship.

61)

1. Which one of the following statements about quality is generally FALSE? A) Production workers, rather than management, must shoulder all of the responsibility for good quality. B) Consumer perceptions of quality may be influenced by different factors at different stages in the buying process. C) Internal to a manufacturing organization, quality usually means conformance to specifications. D) An example of a ʺsupportʺ quality of service is the number of errors in a bank statement.

62)

1. Whose philosophy of quality management focused on advocating continuous improvement of production processes to achieve conformance to specifications and reducing variability? A) Philip Crosby B)Joseph M. Juran C) F. Taylor D) W. Edwards Deming

63)

1. Whose teachings regarding quality management emphasized the role of project teams to achieve periodic ʺbreakthroughʺ improvements that provide dramatic gains to address chronic quality problems? A) W. Edwards Deming B) Philip Crosby C)Joseph M. Juran D) F. Taylor

64)

1. Which of the quality ʺgurusʺ advocated the idea of setting an objective of zero defects to focus on the cost of poor quality (cost of nonconformance)? A) Philip Crosby B) W. Edwards Deming C) Walter Shewart D)Joseph M. Juran

65)

1. Which of the following statements is NOT one of Demingʹs  14  points for improving quality? A) Focus the job tasks of workers by instituting barriers between departments. B) Create constancy of purpose toward improvement of product and service. C) Institute a vigorous program of education and self-improvement. D) Cease dependence on inspection to achieve quality - build quality into the product.

66)

1. One of the quality ʺgurusʺ defined quality using the term fitness for use to reflect the importance of understanding quality from the perspective of the customer. Who was this? A) Philip Crosby B) Walter Shewart C)Joseph M. Juran D) W. Edwards Deming

67)

1. Which one of the following is a direct effect of high scrap levels? A) lower inventory levels B) reduced need for capacity C) loss of material D) shorter lead times

68)

1. Which one of the following statements is TRUE? A) High conformance to quality in manufacturing has no effect on profit margins. B) The quality of service is generally easier to measure than is the quality of manufactured products. C) Fitness for use is how well a product or service serves its intended market at a price customers are willing to pay. D) Rework tends to increase lead time and inventory levels maintained in a manufacturing company.

69)

1. Which one of the following is part of prevention costs? A) the costs resulting from yield losses B) the costs of quality audits C) the costs of improving process design and product design D) the costs of lawsuits from injury from use of the product

70)

1. Which one of the following is a consequence of external failures? A) more litigation costs B) longer lead times C) lower product costs D) more rework

71)

1. The concept of quality at the source means that A) quality is the sole responsibility of the supplier. B) employees should not pass defective units to the next operation. C) inspectors are responsible for finding out who made the defect. D) if a defective item is discovered downstream in the process, it is returned for corrections to the worker who made it.

81)

1. Which one of the following statements is a key feature of total quality management (TQM)? A) Quality is primarily the responsibility of all employees in the organization. B) Quality is primarily the responsibility of the quality control department. C) Quality is primarily the responsibility of top management. D) Quality is primarily the responsibility of the production department.

82)

1. Which of the following statements about total quality management is FALSE? A) Quality reliability has a higher priority than does the level of output. B) The quality control department, not workers, has primary responsibility for quality reliability. C) Workers have the authority to stop a production line if they see quality problems. D) Total quality management involves all employees in an organization.

83)

1. Which one of the following statements is most consistent with the concept of total quality management? A) Set goals for quality performance at the corporate management level only. B) Management should concentrate on process design, not product design, issues. C) Emphasize quality prevention rather than just quality control. D) The marketing function and operations function should avoid interdepartmental communication so that each can become as efficient as possible.

84)

1. The implementation of a total quality management program will most likely result in a(n) A) increase in communication between workers. B) increase in product lead times. C) increase in work-in-process inventory. D) decrease in employee involvement.

85)

1. Which one of the following statements about total quality management is TRUE? A) Quality prevention is concerned with detection of quality errors, whereas quality control is concerned with both the detection and prevention of quality problems. B) Finding the best ʺpercent defectiveʺ level is a trade-off between process costs and the losses caused by poor quality. C) Although poor quality increases overall costs, studies have failed to find any correlation between quality and market share. D) The consumerʹs perception of quality does not depend on psychological impressions.

86)

1. Which one of the following statements concerning TQM is FALSE? A) Quality is a responsibility to be shared by the entire organization, especially the workers who actually make the product or service. B) In TQM, everyone in the organization must share the view that quality is an end in itself. C) One of the main challenges in developing the proper culture for TQM is to define the term customer for each employee. D) In TQM, the level of output has the highest priority.

87)

1. Which one of the following statements about TQM is FALSE? A) In TQM, teamwork is important because a workerʹs internal customer will catch defects as they are passed along. B) Quality is a responsibility to be shared by the entire organization, especially the workers who make a product or service. C) One of the main challenges in developing the proper culture for TQM is to define the term customer for each employee. D) In TQM, quality consistency has a higher priority than the level of output.

88)

1. Which one of the following statements about TQM is FALSE? A) In TQM, everyone in the organization must share the view that quality is an end in itself. B) One of the main challenges in developing the proper culture for TQM is to define the term customer for each employee. C) Quality is the responsibility of the quality control department. D) In TQM, quality consistency has a higher priority than the level of output.

89)

1. Which one of the following statements about TQM is FALSE? A) In TQM, quality consistency has a higher priority than the level of output. B) TQM programs generally result in an increase in quality inspectors so that no defects are passed along to the customer. C) Quality is a responsibility to be shared by the entire organization, especially the workers who actually make the product or service. D) In TQM, everyone in the organization must share the view that quality is an end in itself.

90)

1. Continuous improvement is a philosophy that A) is based on the belief that the people most closely associated with an operation are in the best position to identify changes that should be made. B) encourages the use of statistical process control specialists to reduce the need for employees to learn complicated statistical methods. C) ensures there are plenty of quality inspectors to find areas for improvement. D) waits until a big problem occurs, then systemically solves it.

91)

1. Continuous improvement is a philosophy that A) utilizes problem-solving techniques within work teams. B) encourages the use of statistical process control specialists to reduce the need for employees to learn complicated statistical methods. C) waits until a big problem occurs, then systematically solves it. D) ensures there are plenty of quality inspectors to find areas for improvement.

92)

1. The idea of continuous improvement is that activities not contributing value are wasteful and should be recycled or eliminated. An example of such an activity is A) checking out a customer at a grocery store. B) drilling a hole for a metal fastener. C) routing requests for loan approvals to several departments. D) machining a part.

93)

1. The cause-and-effect diagram is a method that A) helps management develop quality circles. B) reduces the frequency of product design. C) was developed by W. Edwards Deming. D) relates a product defect to its potential contributing factors.

102)

1. What are the key factors for controlling supplier quality? A) location and number of supplies B) specification management and the buyerʹs approach C) choice of statistical quality control techniques D) amount of annual purchases and order sizes

103)

1. Which one of the following statements is TRUE? A) The buyer should always use the supplier that offers the lowest prices. B) The buyer should act independently of the engineering and quality control departments. C) The buyer should emphasize the need to inspect quality into the product when evaluating the quality of a supplierʹs products. D) The buyer can increase the amount of defect-free raw materials by working with the supplier.

104)

1. A product has three components with individual reliabilities of 0, 0, and 0. What is the reliability of the product? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

105)

1. A service requires three steps. At each step there is the chance that something will go wrong. The reliabilities of each step are 0, 0, and 0. What is the reliability of the total service? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

106)

1. The manufacturing of compact disks requires four steps. The reliabilities of the steps are 0, 0, 0, and 0 respectively. What is the reliability of the process to produce a good compact disk? A) less than or equal to 0. B) greater than 0. C) greater than 0 but less than or equal to 0. D) greater than 0 but less than or equal to 0.

107)

1. A product has five major components with individual reliabilities of 0, 0, 0, 0, and 0. What is the reliability of the product? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater then 0.

108)

1. A new product has been designed with three modules. Extensive testing of each module resulted in the following reliabilities: 0, 0, and 0. What is the reliability of the product? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

109)

1. Which of the following would be a ʺcommonʺ cause of variation? A) a machine in need of repair B) an untrained worker C) a defective raw material D) random sources

110)

1. Which one of the following statements is TRUE? A) SPC and TQM are two competing techniques for quality control. B) With due diligence, variation in a process can be completely eliminated. C) Common causes of variation are those factors that can be identified as commonly occurring at a particular process. D) No two products are exactly alike because the processes that produce them contain many sources of variation, even if the process is a machine.

111)

1. Which one of the following statements is TRUE? A) SPC and TQM are one and the same thing. B) Common cause of variation are those factors that can be identified as commonly occurring at a particular process. C) Nothing can be done to completely eliminate variation in process output. D) Assignable causes of variation are purely random factors that can be assigned to a particular process.

112)

1. Which one of the following is NOT a characteristic of a process distribution? A) spread B) shape C) size D) mean

113)

1. A measure of the dispersion of observations in a process distribution is called a(n) A) range. B) specification. C) shape. D) average.

114)

1. A machine that produces more lighter than heavier boxes has a process distribution that is A) above average. B) skewed. C) symmetric. D) capable.

115)

1. A process is said to be in statistical control only when the A) mean of the output does not change over time. B) variance of the output does not change over time. C) dimensions of its distribution donʹt change over time. D) process produces output within the specifications.

116)

1. Which of the following can be used to eliminate ʺcommonʺ causes of variation? A) they cannot be eliminated B) acceptance sampling C) statistical process control D) traditional statistical techniques

117)

1. The UCL and LCL for an X - chart are  25  and  15  respectively. The central line is 20, and the process variability is considered to be in statistical control. The results of the next six sample means are 18, 23, 17, 21, 24, and 16. What should you do? A) Explore the assignable causes because there is a run. B) Nothing; the process is in control. C) Explore the assignable causes because the second and fifth samples are above the mean. D) Explore the assignable causes because there is a trend.

125)

1. The central line on a p - chart is 0 with an UCL of 0 and a LCL of 0. The results of the next six samples are 0, 0, 0, 0, 0, and 0. What should you do? A) Nothing; the process is behaving as expected. B) Explore assignable causes because there is a run. C) Explore the assignable causes because three observations are above the central line. D) Increase the sample size to get a better measure.

126)

1. Inspection stations A) are only used in manufacturing situations. B) should be located before costly operations or bottleneck operations. C) should never allow the customer to play a major role in the inspection. D) should never be used in TQM programs.

127)

1. A company is interested in monitoring the number of complaints per  100  customers. An appropriate control chart would be A) X - chart. B) p - chart. C) c - chart. D) R - chart.

128)

1. A company is interested in monitoring the variability in the weight of the fertilizer bags it produces. An appropriate control chart would be A) X - chart. B) p - chart. C) c - chart. D) R - chart.

129)

1. A company is interested in monitoring the average time it takes to serve its customers. An appropriate control chart would be A) X - chart. B) p - chart. C) c - chart. D) R - chart.

130)

1. A company is interested in monitoring the number of scratches on Plexiglas panels. The appropriate control chart to use would be A) X - chart. B) p - chart. C) c - chart. D) R - chart.

131)

1. Which alternative will increase the probability of detecting a shift in the process average? A) taking smaller samples B) increasing the control limit spread C) taking smaller samples more frequently D) taking larger samples more frequently

132)

Table 7. Factors for Calculating Three-Sigma Limits for the X - chart and R - chart

Size of Sample ( n )

Factor for UCL and LCL for X - Charts ( A 2 )

Factor for LCL for R- Charts ( D 2 )

Factor for UCL for R - Charts ( D 1 ) 2 3 4 5 6 7 8 9

10

1.

1.

0.

0.

0.

0.

0.

0.

0.

0

0

0

0

0

0.

0.

0.

0.

3.

2.

2.

2.

2.

1.

1.

1.

1.

Source:  1950  Manual on Quality Control of Materials, copyright American Society for Testing Materials. Reprinted with permission.

1. A milling operation has historically produced an average thickness of 0 inch with an average range of 0 inch. Currently, the first three items from each batch of  20  are inspected. Use Table 7. What is the value of the UCLX? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

133)

1. A milling operation has historically produced an average thickness of 0 inch with an average range of 0 inch. Currently, the first three items from each batch of  20  are inspected. Use Table 7. What is the value of the LCLX? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

134)

1. A milling operation has historically produced an average thickness of 0 inch with an average range of 0 inch. Currently, the first three items from each batch of  20  are inspected. Use Table 7. The quality control manager has recommended inspecting the first  3  and the last  3  items. (a sample of 6) from each batch of 20. What is the value of the UCLX? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

135)

Table 7.

Observation Number Sample Number

1 2 3 4 5

1

2

3

4

5

10.

9.

10.

9.

10.

10.

9.

10.

9.

10.

9.

10.

9.

10.

10.

9.

9.

10.

10.

9.

10.

10.

10.

10.

10.

1. Using Table 7, the sample values represent service times in minutes. For the R - chart, what is the value of UCLR? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 1. D) greater than 1.

141)

1. Using Table 7, for the R - chart, what is the value of LCLR?

A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

142)

1. Using Table 7, for the X - chart, what is the value of UCL X?

A) less than or equal to 9. B) greater than 9 but less than or equal to 9. C) greater than 9 but less than or equal to 10. D) greater than 10.

143)

1. Using Table 7, for the X - chart, what is the value of LCLX?

A) less than or equal to 9. B) greater than 9 but less than or equal to 9. C) greater than 9 but less than or equal to 10. D) greater than 10.

144)

1. Historically, the average time to service a customer complaint has been  3  days and the standard deviation has been 0 day. Management would like to specify the control limits for an X - chart with a sample size of  10  and  3  sigma limits. The UCL for the chart would be A) less than or equal to 3. B) greater than 3 but less than or equal to 3. C) greater than 3 but less than or equal to 3. D) greater than 3.

145)

1. Historically, the average time to service a customer complaint has been  3  days and the standard deviation has been 0 day. Management would like to specify the control limits for an X - chart with a sample size of  10  and  3  sigma limits. The LCL for the chart would be A) less than 2. B) greater than 2 but less than or equal to 2. C) greater than 2 but less than or equal to 2. D) greater than 2.

146)

1. Historically, the average time to service a customer complaint has been  3  days and the standard deviation has been 0 day. Management would like to specify the control limits for an X- chart with a sample size of  10  and  3  sigma limits. Suppose the next sample of  10  yielded the following result: 3, 2, 3, 2, 3, 3, 2, 4, 2, and 3. What conclusion can be drawn? A) The sample size should be increased. B) Assuming the process variability is in control, the process average is also in statistical control. C) Assuming the process average is in control, the process average is out of statistical control. D) No conclusion can be drawn because there is insufficient data.

147)

1. Historically, the average proportion of defective bars has been 0. Samples will be of  100  bars each. Construct a p - chart using z = 3. What is the value of UCL? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

148)

1. Historically, the average proportion of defective bars has been 0. Samples will be of  100  bars each. Construct a p - chart using z = 3. What is the value of LCL? A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

149)

1. Historically, the average proportion of defective bars has been 0. Samples will be of  100  bars each. Construct a p - chart using z = 3. Suppose a sample had 0 defective. What would you do? A) Look for assignable causes. B) Change z to  2  and take another sample. C) Change z to  4  and continue sampling. D) Nothing; it is just random variation.

150)

1. Historically, the average proportion of defective bars has been 0. Samples will be of  100  bars each. Construct a p - chart using z = 3. Suppose a sample had 0 defective. What would you do? A) Look for assignable causes. B) Change z to  2  and take another sample. C) Change z to  4  and continue sampling. D) Nothing; it appears to be random variation.

151)

Table 7. The manager of Kewpie has recently implemented an attribute-based process control method. The accompanying table shows the results of five different samples of dolls from the five weeks of production after the process control method was implemented.

Week Sample Size

Number Defective 1 2 3 4 5

100

100

100

100

100

3

20

23

12

13

1. Assume that the newly implemented control chart has a central line of p =0, with the standard deviation computed from this original value. Assume also that z =  2  is used for defining the control limits and sample sizes of  100  dolls. What can be said about the doll-making process based on the first five weeks of experience from Table 7? A) The process is in control. B) The process is capable. C) The process is out of control. D) More information should be collected.

155)

1. Use the information in Table 7. The manager of Kewpie has decided to redesign the process control method (both central line and control limits) based on just the data from weeks  1 - 5. What is the new UCL? (Assume z = 2) A) less than or equal to 0. B) greater than 0 but less than or equal to 0. C) greater than 0 but less than or equal to 0. D) greater than 0.

156)

1. Samples of  2000  were taken from an encoding machine at a bank over a five-week period. Management is willing to use the historical average for the central line of the chart.

Sample Number

Proportion Defective 1 2 3 4 5

0.

0.

0.

0.

0.

Which one of the following would be the limits for an attribute control chart with z = 2? A) UCL < 0 and LCL > 0 B) UCL <0 and LCL < 0. C) UCL > 0 and LCL < 0 D) UCL >0 and LCL > 0.

Which statement is true about TQM?

Which of the following statements about total quality management is true quizlet?

Which of the following best describes TQM total quality management )?

Which statement is true total quality management is a corporate management strategy?