TQM

TEST CHAPTER FIVE1 .One common definition of quality is                                                                 , which focuses on measuring how

well the product or service meets targets and tolerances determined by its designers.a) Fitness for useb) Value for price paidc) Technical perceptiond) Judgmental evaluatione) Conformance to specificationsSection Ref: Defining Quality   

2 .The definition of quality that involves the product functioning as expected without failure isa)  Performanceb) Conformancec) Reliabilityd) Standardizatione) EnduranceSection Ref: Defining Quality   

3 .Which of the following specifically relates to Service Organization dimensions of quality?a) conformance to specificationsb) atmospherec) durabilityd) featurese) serviceabilitySection Ref: Defining Quality   

4 .In six-sigma the level of defects is reduced to approximatelya) 0b) 1.4 parts per millionc) 2.4 parts per milliond) 3.4 parts per millione) 4.4 parts per millionSection Ref: Defining Quality   

5 .The expected operational life of a product is called its._________________ a) conformanceb) reliabilityc) performanced) durabilitye) serviceabilitySection Ref: Defining Quality   

6 .Quality has gained such prominence because organizationsa) are following the latest management fadb) have found a low cost process to keep some employees busyc) have identified an employee perk, membership in quality circlesd) understand it is minimal cost and something to doe) have gained an understanding of the high cost of poor qualitySection Ref: Cost of Quality   

7 .During World War II, qualitya) Meant inspecting products to ensure that they met specificationsb) Encompassed the entire organizationc) Was defined as it had been for more than 100 yearsd) Became customer drivene) Became more statistical in natureSection Ref: The Evolution of Total Quality Management (TQM)   

8 .TQM is                         designed to build quality into the product and process design.a) Reactiveb) Proactivec) Strategicd) Competitivee) StandardizedSection Ref: The Evolution of Total Quality Management (TQM)   

9 .Not only does TQM encompass the entire organization but ita) stresses quality is supplier drivenb) stresses quality is vendor drivenc) stresses quality is customer drivend) stresses the need for ISO 9000 compliancee) stressed the need to be ‘green’

Section Ref: The Philosophy of TQM   

10 .Which of the following is not characteristic of TQM?a) Inspecting products after they have been madeb) Identifying and correcting the root causes of quality problemsc) Encompasses the entire organizationd) Attempts to embed quality in every aspect of the organizatione) Concerned with technical aspects of qualitySection Ref: The Philosophy of TQM   

11 .The Japanese term for continuous improvement isa) Poka-yokeb) Kaizenc) Kanband) Mudae) AutomationSection Ref: The Philosophy of TQM   

12 .Giving workers responsibility for seeking out quality problems and correcting them isa) Continuous improvementb) Passing the buckc) Brainstormingd) Employee empowermente) Employee involvementSection Ref: The Philosophy of TQM   

13 .Employees of the organization who receive goods or services from others in the company area) Internal customers

b) Ultimate customersc) Downstream customersd) Operatorse) External customersSection Ref: The Philosophy of TQM   

14 .Proper training of employees in the understanding of quality tools includes all of the following excepta) How to correct problemsb) How to assess qualityc) How to develop new quality toolsd) How to use quality control toolse) How to interpret findingsSection Ref: The Philosophy of TQM   

15 .TQM team meetings take placea) After workb) During lunch breaksc) When the boss calls themd) When all the other work is finishede) During time in the workday set aside for themSection Ref: The Philosophy of TQM   

16 .A quality circle isa) An approach for the use of control chartsb) An award for quality improvementsc) An inspection stamp found on meatd) A team of volunteer production employees and their supervisors who meet regularly to solve quality problemse) A symbol used on flow chartsSection Ref: The Philosophy of TQM   

17 .Studying business practices of companies considered “best in class” is calleda) Pairwise comparisonb) Benchmarkingc) Competitiond) Dreamscapinge) DiscouragingSection Ref: The Philosophy of TQM   

18 .When using SPC if you plot the variable of interest against a timeline you are usinga) scatter diagramsb) control chartsc) fishbone diagramsd) pareto chartse) flow chartsSection Ref: The Philosophy of TQM   

19 .Which of the following is not an important cost of poor quality?a) Product recallsb) Litigation resulting from product liability issues

c) Loss of businessd) Overheade) Dissatisfied customersSection Ref: Cost of Quality   

20 .Quality planning, employee training in quality measurement, and cost of maintaining records of information and data related to quality are                         costs.a) Internal failureb) External failurec) Appraisald) Preventione) ReplacementSection Ref: Cost of Quality   

21 .Costs of quality inspections, testing, test equipment, and labs are examples of           costs.a) Internal failureb) External failurec) Appraisald) Preventione) ReplacementSection Ref: Cost of Quality   

22 .Machine downtime due to failures in the process, scrap, and rework are examples of                           costs.a) Internal failureb) External failurec) Appraisald) Preventione) ReplacementSection Ref: Cost of Quality   

23 .External failure costs includea) Scrapb) Litigation costs resulting from product liability issuesc) Reworkd) Quality inspectionse) Employee trainingSection Ref: Cost of Quality   

24 .Warranty claims, customer complaints, and costs of litigation are examples of           costs.a) Internal failureb) External failurec) Appraisald) Preventione) ReplacementSection Ref: Cost of Quality   

25 .The plan-do-check-act cycle is often called thea) TQM activity approachb) Deming wheelc) Continuous improvement cycle

d) Quality circlee) Action wheelSection Ref: The Philosophy of TQM   

26 .In the plan-do-study-act cycle, what is studied?a) The plans made in the plan stepb) The previous action planc) The data collected in the do stepd) The evaluation of the current processe) Procedure documentationSection Ref: The Philosophy of TQM   

27 .A useful tool for translating customers’ everyday language into specific technical requirements isa) Quality function deploymentb) Quality circlesc) Quality of designd) Scatter diagramse) Cause-and-effect diagramsSection Ref: The Philosophy of TQM   

28 .Quality function deployment begins bya) Translating scores into specific product characteristicsb) Evaluating how the product compares with its major competitorsc) Setting specific goals to address the specified problemsd) Identifying important customer requirementse) Numerically scoring customer requirements based on their importanceSection Ref: The Philosophy of TQM   

29 .In using quality function deployment,                                                is one way to find out precisely what features customers want in the product.a) Interviewing the company sales forceb) Analyzing the changes in features historicallyc) Asking top managementd) Talking to process engineerse) Conducting focus groupsSection Ref: The Philosophy of TQM   

30 .The important thing in quality function deployment competitive evaluation isa) To evaluate the financial strength of competitorsb) To identify customer requirements that should be pursued and how we fare relative to our competitorsc) Speed of introductiond) The number of competitorse) Knowing our product wellSection Ref: The Philosophy of TQM   

31 .The strength of the relationship between customer requirements and product characteristics is shown in the                                                            matrix.a) Trade-offb) Product

c) Relationshipd) Strengthe) InverseSection Ref: The Philosophy of TQM   

32 .The last step in constructing the house of quality includesa) Determining how to advertiseb) Setting targets for our own productc) Determining how to attack our competitors’ productsd) Designing the producte) Comparing results with past salesSection Ref: The Philosophy of TQM   

33 .One common name for TQM based team work is:a) quality departmentb) quality support groupc) quality circled) quality teame) team oneSection Ref: The Philosophy of TQM   

34 .What quality control tool resembles a "fishbone"?a) Checklistsb) Scatter diagramsc) Pareto analysisd) Cause-and-effect diagramse) FlowchartsSection Ref: The Philosophy of TQM   

35 .Cause-and-effect diagrams are often calleda) Checklistsb) Scatter diagramsc) Pareto analysisd) Fishbone diagramse) HistogramsSection Ref: The Philosophy of TQM   

36 .For a cause-and-effect diagram, causes could be related to all of the following excepta) Analysisb) Materialsc) Measurementsd) Machinese) WorkersSection Ref: The Philosophy of TQM   

37 .What is a schematic diagram of the sequence of steps involved in an operation or process?a) Checklistb) Control chartc) Scatter diagramd) Flow charte) Process chart

Section Ref: The Philosophy of TQM   

38 .What tool is useful in helping everyone develop a clear picture of how an operation or process works?

a) Control chartb) Pareto analysisc) Checklistd) Flowcharte) Scatter diagramSection Ref: The Philosophy of TQM   

39 .A checklist is a list of common defects and                                         of these defects.a) Number of occurrencesb) Relative importancec) Attributesd) Costse) VisibilitySection Ref: The Philosophy of TQM   

40 Checklists can also be used to focus on?a) replacement costsb) design documentationc) time dimensiond) upper control limitse) histogramSection Ref: The Philosophy of TQM   

41 .For control charts, which of the following situations means that the process is not in control?

a) A measured observation is above the LCLb) A measured observation is below the UCLc) A measured observation is above the center lined) A measured observation is below the center linee) A measured observation is above the UCLSection Ref: The Philosophy of TQM   

42 .Scatter diagrams are particularly useful in detecting the amount of                                                       , or the degree of linear relationship, between two variables.a) Correlationb) Heteroscedasticityc) Agreementd) Disagreemente) CausalitySection Ref: The Philosophy of TQM   

43.                     analysis is a technique used to identify quality problems based on their degree of importance.a) Demingb) Paretoc) Davisd) Crosby

e) JuranSection Ref: The Philosophy of TQM   

44 .A chart showing the number of defects that result from different causes would be used in:a) Pareto analysisb) Flowchartsc) Cause-and-effect diagramsd) Benchmarkinge) Control chartsSection Ref: The Philosophy of TQM   

45 .A                           shows the frequency distribution of observed values of a variable.a) Scatter diagramb) Control chartc) Histogramd) Flow charte) Process chartSection Ref: The Philosophy of TQM   

46 .If the derived scatter diagram shows a non-linear but scattered relationship it indicates thata) there is a direct correlation between the two variables.b) the two variables’ data was gathered at different timesc) a third variable needs to be added to the evaluationd) there is no direct correlation between the two variablese) you are using the wrong SPC chartSection Ref: The Philosophy of TQM   

47 .Quality at the source is the belief that it is far better to _______ quality problems and _____ them than to discard defective items after production.a) uncover the person generating, fireb) uncover the source of, correctc) discover new methods of , implementd) discover new processes of, implemente) allow returns of, fixSection Ref: The Philosophy of TQM   

48 .The Baldrige Award is intended toa) Demonstrate that American companies are better than their foreign competitorsb) Certify suppliersc) Reward and stimulate quality initiativesd) Focus national attention on manufacturinge) Add structure to TQMSection Ref: Quality Awards and Standards   

49 .To compete for the Baldrige Award, companies musta) Be nominated by their senatorb) Submit a lengthy applicationc) Use e-mail regularlyd) Use statistical process controle) Be a Fortune-500 company

Section Ref: Quality Awards and Standards   

50 .The Malcolm Baldrige Award criteria include categories for all of the following excepta) Leadershipb) Process managementc) Product designd) Customer and market focuse) Business resultsSection Ref: Quality Awards and Standards   

51 .The Malcolm Baldrige Award criteria category that includes commitment by top management isa) Leadershipb) Strategic planningc) Process managementd) Business resultse) Information and analysisSection Ref: Quality Awards and Standards   

52 .Which of the Malcolm Baldrige Award criteria is allocated the most points?a) leadershipb) information and analysisc) human resource focusd) process managemente) business resultsSection Ref: Quality Awards and Standards   

53 .Where is the Deming prize awarded?a) U.S.b) Japanc) Englandd) Germanye) CanadaSection Ref: Quality Awards and Standards   

54 .The Union of Japanese Scientists and Engineers named its quality award after: a) Genichi Taguchib) Kaoru Ishikawac) Joe Jurand) Phillip Crosbye) W. Edwards DemingSection Ref: Quality Awards and Standards   

55 .What was the first US company to receive the Deming Prize? a) IBMb) Microsoftc) Wal-Martd) AT&Te) Florida Power & Light

Section Ref: Quality Awards and Standards   

56 .The Malcolm Baldrige Award criteria category that includes the use of tools such as market surveys and focus groups isa) Leadershipb) Strategic planningc) Customer and market focusd) Business resultse) Information and analysisSection Ref: Quality Awards and Standards   

57 .The Malcolm Baldrige Award criteria category that includes continuous improvement programs, employee training, and functioning of teams isa) Leadershipb) Strategic planningc) Information and analysisd) Human resource development and managemente) Business resultsSection Ref: Quality Awards and Standards   

58 .The Malcolm Baldrige Award criteria category of business results does not includea) Percentage of defective itemsb) Progressive improvement over timec) Financial measuresd) Marketing measurese) One-time only improvementsSection Ref: Quality Awards and Standards   

59 .If suppliers meet preset quality standards, materialsa) will need minimal arrival inspectionsb) will still require full arrival inspectionsc) will be package in special approved containersd) do not have to be inspection upon arrivale) will be paid for at a premium costSection Ref: The Philosophy of TQM   

60 .The purpose of the International Organization for Standardization is toa) Certify all suppliers worldwideb) Establish international quality standardsc) Spread European standards worldwided) Certify productse) Streamline documentationSection Ref: Quality Awards and Standards   

61 .ISO 9000 isa) An award for quality given annually by the U.S. Governmentb) An approach to quality management that was developed in Japan by Demingc) A set of international quality standards and a certification process for companiesd) An approach for managing self-directed teamse) An approach for product designSection Ref: Quality Awards and Standards

62 .Which of the following is not necessary for receiving ISO 9000 certification?a) Products meet customer requirementsb) Documentation of methods used to monitor qualityc) Documentation of methods and frequency of worker trainingd) Documentation of statistical process control tools usede) An audit by an ISO 9000 examinerSection Ref: Quality Awards and Standards   

63 .Increases in international trade during the 1980s created a need for the development of ____________ standards of quality.a) universalb) country-specificc) lowerd) metrice) bilingualSection Ref: Quality Awards and Standards   

64 .What are the most widely used ISO standards?a) ISO 9000, ISO 9001, and ISO 9004b) ISO 9000, ISO 9001, and ISO 9002c) ISO 9000, ISO 9010, and ISO 9100d) ISO 9001, ISO 9002, and ISO 9003e) ISO 9000, ISO 9002, and ISO 9004Section Ref: Quality Awards and Standards   

65 .Who is the “grandfather of quality control”?a) Walter Shewhartb) W. Edwards Demingc) Joseph Jurand) Phillip Crosbye) Genichi TaguchiSection Ref: The Evolution of Total Quality Management (TQM)   

66 .Who developed quality control charts?a) Walter Shewhartb) W. Edwards Demingc) Joseph Jurand) Phillip Crosbye) Genichi TaguchiSection Ref: The Evolution of Total Quality Management (TQM)   

67 .ISO 14000 is for evaluatinga) Automotive suppliersb) Minority suppliersc) Raw materialsd) A company’s environmental responsibilitye) Service suppliersSection Ref: Quality Awards and Standards  

 68.                                                       is often referred to as the father of quality control.

a) W. Edwards Demingb) Joseph Juranc) Philip Crosbyd) Martin Mariettae) Count ParetoSection Ref: The Evolution of Total Quality Management   

69 .Deming pointed out that 85% of quality problems are caused bya) Worker errorb) Numerical quotasc) Processes and systemsd) Carelessnesse) SuppliersSection Ref: The Evolution of Total Quality Management   

70 .Deming believed that                                              is the key to improving quality.a) Employee trainingb) Process designc) Properly functioning equipmentd) Having good supplierse) Improving the systemSection Ref: The Evolution of Total Quality Management   

71 .Who is famous for his “14 Points”?a) Walter Shewhartb) W. Edwards Demingc) Joseph Jurand) Armand Feigenbaume) Genichi TaguchiSection Ref: The Evolution of Total Quality Management   

72 .For Juran’s quality trilogy, which part stresses that processes should be set up to ensure that the quality standards can be met?

a) Quality planningb) Quality controlc) Quality improvementd) Quality certificatione) Quality awardsSection Ref: The Evolution of Total Quality Management   

73 .Juran stressed that quality improvement should be continuous as well asa) Uniqueb) Novelc) Retroactived) Breakthroughe) OngoingSection Ref: The Evolution of Total Quality Management   

74 .Which of the following is not attributed to Philip Crosby?

a) The concept of the quality trilogyb) The phrase “Do it right the first time”.

c) Stressed the idea of prevention of defectsd) The notion of zero defects

e) The phrase “Quality is free”.Section Ref: The Evolution of Total Quality Management   

75 .Who is best known for the development of cause-and-effect diagrams?a) Walter Shewhartb) W. Edwards Demingc) Joseph Jurand) Kaoru Ishikawae) Genichi TaguchiSection Ref: The Evolution of Total Quality Management   

76 .Who developed a formula for determining the cost of poor quality?a) Walter Shewhartb) W. Edwards Demingc) Joseph Jurand) Kaoru Ishikawae) Genichi TaguchiSection Ref: The Evolution of Total Quality Management   

77 .The most important factor in the success or failure of TQM efforts isa) Getting started quicklyb) The use of statistical process controlc) The genuineness of the organization’s commitmentd) The use of cause-and-effect diagramse) Employee trainingSection Ref: The Philosophy of TQM   

78 .Which of the following is a valid formula to compute the reliability of two components in parallel?

a) (Reliability of 1st component) – (Reliability of 2nd Component)(1 – Reliability of 1st Component)b) 1 – (1 – Reliability of 1 st Component)(1 – Reliability of 2 nd Component) c) (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)d) (Reliability of 1st component) + (Reliability of 1st  Component)(1 – Reliability of 2nd Component)e) (Reliability of 1st component)(Reliability of 2nd Component) + (Reliability of 1st  Component)(1 –Reliability of 1st Component)Section Ref: The Philosophy of TQM   

79 .Suppose that you have a system with one component and two backups.  What is the formula for the reliability of the system?

a) P(1st works) + [P(1st fails)][P(2nd works)] + [P(1st fails)][P(3rd works)]b) [P(1st works)][P(2nd works)][P(3rd works)]c) [P(1st works)] + [P(2nd works)] + [P(3rd works)]d) P(1st works) + [1 – P(1st fails)][P(2nd works)] + [1 – P(1st fails)][P(3rd works)]e) 1 – [P(1 st fails)][P(2 nd fails)][P(3 rd fails)] Section Ref: The Philosophy of TQM  

 80 .One TQM mistake companies make is believing that the responsibility for quality and

elimination of waste liesa) with the supplierb) with the return and repair shopc) with the supply chaind) with all employees but top managemente) with top management alone.Section Ref: Why TQM Efforts Fail   

81 .SPC isa) a direct substitute for continuous improvementb) a replacement of the teamwork conceptc) a substitute for middle managementd) a fully subjective processe) is not a substitute for continuous improvementSection Ref: Why TQM Efforts Fail   

82 .The decision to implement TQM will impact all of the following EXCEPTa) product designb) processesc) job designd) supply chain managemente) company productSection Ref: Total Quality Management (TQM) Within OM: how it all fits together   

83 .TQM affects which of the followinga) marketingb) financec) accountingd) engineeringe) all of the aboveSection Ref: Total Quality Management (TQM)  Across the Organization True/False   

1 .One common definition of quality is conformance to specifications, which focuses on measuring how well the product or service meets targets and tolerances determined by its designers.

           Ans: TrueSection Ref: Defining QualityLevel: moderate   

2 .The expected operational life of a product is called its reliability. Ans: FalseSection Ref: Defining QualityLevel: moderate   

3 .External failure costs tend to be particularly high for service organizations.

 Ans: TrueSection Ref: Cost of QualityLevel: moderate   

4 .TQM is reactive, designed to build quality into the product and process design.           

Ans: FalseSection Ref: The Evolution of Total Quality Management (TQM)Level: moderate   

5 .Quality at the source involves inspecting goods after they are produced.           

Ans: FalseSection Ref: The Philosophy of TQMLevel: moderate   

6 .It is not possible to develop a U shaped scatter diagram relationship. Ans: FalseSection Ref: The Philosophy of TQMLevel: moderate   

7 .A quality circle is a team of volunteer production employees and their supervisors who meet regularly to solve quality problems. Ans: TrueSection Ref: The Philosophy of TQMLevel: easy   

8 .Quality planning, employee training in quality measurement, and cost of maintaining records of information and data related to quality, are appraisal costs.

           Ans: FalseSection Ref: Cost of QualityLevel: moderate   

9 .Machine downtime due to failures in the process, scrap, and rework are examples of internal failure costs.

           Ans: TrueSection Ref: Cost of QualityLevel: moderate   

10 .The later that defects are found, the less costly they are to correct. Ans: FalseSection Ref: The Philosophy of TQMLevel: easy

11 .A useful tool for translating customers’ everyday language into specific technical requirements is quality function deployment.

           Ans: TrueSection Ref: The Philosophy of TQMLevel: moderate   

12 .In using quality function deployment, conducting focus groups is one way to find out precisely what features customers want in the product.

           Ans: TrueSection Ref: The Philosophy of TQMLevel: moderate   

13 .In TQM the role of the employee is very similar to earlier requirements. Ans: FalseSection Ref: The Philosophy of TQMLevel: moderate   

14 .A control chart is a schematic diagram of the sequence of steps involved in an operation or process.

           Ans: FalseSection Ref: The Philosophy of TQMLevel: moderate   

15 .Cause-and-effect diagrams are problem solving tools commonly used by quality control teams. Ans: TrueSection Ref: The Philosophy of TQMLevel: moderate   

16 .A checklist is a list of common defects and the relative importance of these defects.           

Ans: FalseSection Ref: The Philosophy of TQMLevel: hard   

17 .Pareto analysis is a technique used to identify quality problems based on their degree of importance.

           Ans: TrueSection Ref: The Philosophy of TQMLevel: moderate  

 18 .The Deming Prize is an American award given to companies to recognize their efforts in

quality improvement. Ans: FalseSection Ref: Quality Awards and StandardsLevel: moderate   

19 .ISO 9001 is the standard used for the certification of a firm’s quality management system. Ans: TrueSection Ref: Quality Awards and StandardsLevel: hard   

20 .ISO certification has become a requirement for conducting business in many industries. Ans: TrueSection Ref: Quality Awards and StandardsLevel: moderate   

21 .W. Edwards Deming is often referred to as the father of quality control.           

Ans: TrueSection Ref: The Evolution of Total Quality Management (TQM)Level: easy   

22 .The concept of the quality trilogy is attributed to Philip Crosby.           

Ans: FalseSection Ref: The Evolution of Total Quality Management (TQM)Level: moderate   

23 .A cause-and-effect diagram is also referred to as a Taguchi diagram. Ans: False:Section Ref: The Evolution of Total Quality Management (TQM)Level: moderate   

24 .Genichi Taguchi estimates that as much as 80 percent of all defective items are caused by poor product design. Ans: TrueSection Ref: The Evolution of Total Quality Management (TQM)Level: hard   

25 .The most important factor in the success or failure of TQM efforts is the genuineness of the organization’s commitment.

           Ans: True

Section Ref: The Evolution of Total Quality Management (TQM)Level: moderate   Essay   

1 .Name six common definitions of quality in manufacturing. Ans: conformance, performance, reliability, features, durability, and serviceabilitySection Ref: Defining QualityLevel: moderate   

2 .What are four dimensions of manufacturing quality? Ans: Conformance to specifications, performance, reliability, features, durability and serviceabilitySection Ref: Defining QualityLevel: hard   

3 .What are four dimensions of service quality?Ans: Intangible factors, consistency, responsiveness to customer needs, courtesy/friendliness, timeliness/promptness, atmosphereSection Ref: Defining QualityLevel: hard   

4 .What are the four types of quality costs?           

Ans: internal failure costs, external failure costs, appraisal costs, and prevention costsSection Ref: Cost of QualityLevel: moderate   

5 .What are the steps involved in quality function deployment?           

Ans: 1) identify important customer requirements; 2) the requirements are numerically scored, based on their importance; 3) the scores are translated into specific product characteristics; 4) evaluations are made of how the product compares with its main competitors relative to the identified characteristics; and 5) specific goals are set to address the identified problems;Section Ref: The Philosophy of TQMLevel: hard   

6 .What are the seven TQM tools for solving quality problems?      

Ans: cause-and-effect diagrams, flowcharts, checklists, control charts, scatter diagrams, Pareto analysis, and histogramsSection Ref: The Philosophy of TQMLevel: easy   

7 .Explain why external failure costs tend to be very expensive for service organizations. Ans: With a service the customer spends much time in the service delivery system, and there are fewer opportunities to correct defects than there are in manufacturing.Section Ref: Cost of QualityLevel: hard   

8 .In using a cause-and-effect diagram, what are the primary possible causes of quality problems?

           Ans: machines, workers, measurements, suppliers, and materialsSection Ref: The Philosophy of TQMLevel: hard   

9 .What are the seven categories for Malcolm Baldrige Award criteria?       

Ans: leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and business resultsSection Ref: Quality Awards and StandardsLevel: hard   

10 .What must a company do to become ISO 9000 certified?       

Ans: document methods used to monitor quality, document methods and frequency of worker training, document statistical process control tools used, provide job descriptions, document inspection programs, and have an audit by an ISO 9000 examinerSection Ref: Quality Awards and StandardsLevel: hard   

11 .Who are the seven primary quality gurus? Ans:     Walter Shewhart, W. Edwards Deming, Joseph Juran, Armand Feigenbaum, Phillip Crosby, Kaoru Ishikawa, and Genichi TaguchiSection Ref: The Evolution of Total Quality Management (TQM)Level: hard   

12 .Describe the foundation of Deming’s “14 Points”. Ans:     Upper management must develop a commitment to quality, and provide a system to support this commitment.  Deming stressed that quality improvements cannot happen without organizational change that comes from upper management.Section Ref: The Evolution of Total Quality Management (TQM)Level: hard   

13 .What are the common causes of TQM failure?       

Ans: lack of a genuine quality culture, lack of top management support and commitment, over-and under-reliance on statistical process control (SPC) methodsSection Ref: The Evolution of Total Quality Management (TQM)Level: moderate 

Problems   

1 .Suppose that a product has three parts, each of which must work in order for the product to function.  The reliabilities of the parts are .898, .933, and .946, respectively.  What is the reliability of the product?

 Ans: 79.3% (RS = R1* R2* R3*…… Rn  = .898 * .933 * .946 = .70259)Section Ref: The Philosophy of TQMLevel: easy   

2 .Suppose that a product has two parts, both of which must be working in order for the product to function.  The reliability of the first part is .85, and the reliability of the second part is .82.  In addition, the second part comes with a backup that is 50% reliable.  What is the overall reliability of the product?

 Ans: 77.35% (RP =1 – [P(1st fails)][P(2nd fails)] = 1- .18*(.5) = .91 &   RS = R1* R2* R3*…… Rn

= .85 * .91 = .7735 or 77.35%)Section Ref: The Philosophy of TQMLevel: moderate   

3 .As a design engineer you need to obtain 99.9% reliability. The first part has a reliability factor of 99.99%. What level of reliability does the series part require to achieve 99.9% overall reliability?

 Ans: 99.91%  (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x  = 99.9%/99.99% = 99.91% Section Ref: The Philosophy of TQMLevel: moderate   

4 .The design engineer in question #3 needs to improve the overall system reliability by adding another part in parallel to the unit calculated in question #3. The objective is to achieve an overall system reliability of 99.95%. What reliability must the parallel part have to meet this objective?

 Ans:44,5%    (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x  = 99.95%/99.99% = 99.96RP =1 – [P(1st fails)][P(2nd fails)] 99.96 = 1-[.0009*x];  P(2nd fails)=(1-.99.96)/.0009 = 44,5%Section Ref: The Philosophy of TQMLevel: moderate   Short Answer   

1 .TQM requires that external and internal customers receive________________________  Ans: the same quality products.Section Ref: Why TQM Efforts FailDifficulty: easy   

2 .TQM stresses the balanced use of non-quantitative (qualitative) and  ________________________ tools in quality improvement. 

Ans: statisticalSection Ref: Why TQM Efforts FailDifficulty: moderate   

3 .Redundant components are often used when product failure________________________  Ans: may have severe (catastrophic, disastrous, extreme, etc.) effect.Section Ref: The Philosophy of TQMDifficulty: moderate   

4 .Quality Function Deployment (QFD) begins by________________________  Ans: identifying important customer requirements.Section Ref: The Philosophy of TQMDifficulty: moderate   

5 .Histograms report the ________________________ of a variable's observed values. Ans: frequency distributionSection Ref: The Philosophy of TQMDifficulty: easy   

6 .Checklists are used to make sure all steps in a process are carried out and to ________________________ Ans: record how often common defects occur.Section Ref: The Philosophy of TQMDifficulty: moderate   

7 .Quality circles are a common application of the________________________  Ans: team approachSection Ref: The Philosophy of TQMDifficulty: easy   

8 .Products have little value if they do not________________________  Ans: satisfy customers.Section Ref: The Philosophy of TQMDifficulty: easy   

9 .Reliability is described as a _____, ______, or a_____  Ans: probability, likelihood, chanceSection Ref: The Philosophy of TQMDifficulty: moderate   

10 .Philip Crosby believed that ________________________ because the cost of doing it right the first time is less than the cost of correcting mistakes later Ans: quality is freeSection Ref: The Evolution of Total Quality Management (TQM)Difficulty: easy   

11 .The old concept of quality involved________________________  Ans: inspecting for quality after productionSection Ref: The Evolution of Total Quality Management (TQM)Difficulty: moderate   

12 .The most important factor in the success or failure of TQM efforts is the _____ of the organization’s._____

 Ans. genuineness, commitmentSection Ref: Why TQM Efforts FailDifficulty: moderate