COB 300C - OPERATIONS - EXAM 2
QUESTIONS AND ANSWERS
Quality at the source - Answer-The philosophy of making each worker responsible for
the quality of his or her work
Six sigma - Answer-A business process for improving quality, reducing costs, and
increasing customer satisfaction
DMAIC - Answer-A six-sigma process: define, measure, analyze, improve, and control
Lean/six sigma - Answer-An approach to continuous improvement that integrates ____
_____ principles and ___ ______ techniques
Plan-do-study-act cycle (PDSA) - Answer-a framework for problem solving and
improvement activities
Process improvement - Answer-A systematic approach to improving a process
Flowchart - Answer-A diagram of the steps in a process
Check sheet - Answer-A tool for recording and organizing data to identify a problem
Histogram - Answer-A chart of an empirical frequency distribution
Pareto analysis - Answer-Technique for classifying problem areas according to degree
of importance, and focusing on the most important
Scatter diagram - Answer-A graph that shows the degree and direction of relationship
between two variables
Control chart - Answer-A statistical chart of time-ordered values of a sample statistic,
used to distinguish between random and nonrandom variability
Cause-and-effect diagram - Answer-A diagram used to search for the cause(s) of a
problem; also called fishbone diagram
Run chart - Answer-Tool for tracking results over a period of time
Brainstorming - Answer-Technique for generating a free flow of ideas in a group of
people
Quality circles - Answer-Groups of workers who meet to discuss ways of improving
products or processes
, Benchmarking - Answer-Process of measuring performance against the best in the
same or another industry
Quality control - Answer-A process that evaluates output relative to a standard an takes
corrective action when output doesn't meet standards
Inspection - Answer-Appraisal of goods or services
Quality of confromance - Answer-A product or service conforms to specifications
Statistical process control (SPC) - Answer-Statistical evaluation of the output of a
process
Random variation - Answer-Natural variation in the output of a process, created by
countless minor factors
Assignable variation - Answer-In process output, a variation whose cause can be
identified. A non-random variation
Sampling distribution - Answer-A theoretical distribution of sample statistics
Central limit theorem - Answer-The distribution of sample averages tends to be normal
regardless of the shape of the the process distribution
Control limits - Answer-The dividing lines between random and nonrandom deviations
from the mean of the distribution
Type I error - Answer-Concluding a process is not in control when it actually is
Type II error - Answer-Concluding a process is in control when it is not
Variables - Answer-Generate data that are measured
Attributes - Answer-Generate data that are counted
Mean control chart - Answer-Control chart used to monitor the central tendency of a
process
Range control chart - Answer-Control chart used to monitor process dispersion
p-chart - Answer-Control chart for attributes, used to monitor the proportion of defective
items in a process
c-chart - Answer-Control chart for attributes, used to monitor the number of defects per
unit
QUESTIONS AND ANSWERS
Quality at the source - Answer-The philosophy of making each worker responsible for
the quality of his or her work
Six sigma - Answer-A business process for improving quality, reducing costs, and
increasing customer satisfaction
DMAIC - Answer-A six-sigma process: define, measure, analyze, improve, and control
Lean/six sigma - Answer-An approach to continuous improvement that integrates ____
_____ principles and ___ ______ techniques
Plan-do-study-act cycle (PDSA) - Answer-a framework for problem solving and
improvement activities
Process improvement - Answer-A systematic approach to improving a process
Flowchart - Answer-A diagram of the steps in a process
Check sheet - Answer-A tool for recording and organizing data to identify a problem
Histogram - Answer-A chart of an empirical frequency distribution
Pareto analysis - Answer-Technique for classifying problem areas according to degree
of importance, and focusing on the most important
Scatter diagram - Answer-A graph that shows the degree and direction of relationship
between two variables
Control chart - Answer-A statistical chart of time-ordered values of a sample statistic,
used to distinguish between random and nonrandom variability
Cause-and-effect diagram - Answer-A diagram used to search for the cause(s) of a
problem; also called fishbone diagram
Run chart - Answer-Tool for tracking results over a period of time
Brainstorming - Answer-Technique for generating a free flow of ideas in a group of
people
Quality circles - Answer-Groups of workers who meet to discuss ways of improving
products or processes
, Benchmarking - Answer-Process of measuring performance against the best in the
same or another industry
Quality control - Answer-A process that evaluates output relative to a standard an takes
corrective action when output doesn't meet standards
Inspection - Answer-Appraisal of goods or services
Quality of confromance - Answer-A product or service conforms to specifications
Statistical process control (SPC) - Answer-Statistical evaluation of the output of a
process
Random variation - Answer-Natural variation in the output of a process, created by
countless minor factors
Assignable variation - Answer-In process output, a variation whose cause can be
identified. A non-random variation
Sampling distribution - Answer-A theoretical distribution of sample statistics
Central limit theorem - Answer-The distribution of sample averages tends to be normal
regardless of the shape of the the process distribution
Control limits - Answer-The dividing lines between random and nonrandom deviations
from the mean of the distribution
Type I error - Answer-Concluding a process is not in control when it actually is
Type II error - Answer-Concluding a process is in control when it is not
Variables - Answer-Generate data that are measured
Attributes - Answer-Generate data that are counted
Mean control chart - Answer-Control chart used to monitor the central tendency of a
process
Range control chart - Answer-Control chart used to monitor process dispersion
p-chart - Answer-Control chart for attributes, used to monitor the proportion of defective
items in a process
c-chart - Answer-Control chart for attributes, used to monitor the number of defects per
unit
