WGU D469 Performance Assessment with complete solution

WGU D469 Performance Assessment with complete solution 1. What is a challenge associated with assessing service quality? - ANSWER Outcome defects are not easy to measure. 2. Which Six Sigma step requires a firm to create goals, measures, and action plans for projects to identify improvements that will make a significant impact on profitability and achieve strategic objectives? - ANSWER Align 3. Why would a quality manager use a flowchart in the production process? - ANSWER To identify the relationships between functions 4. Which role do employees play as stakeholders in total quality management operations? - ANSWER They aim to create customer satisfaction. 5. Which cost is associated with a firm's investment to achieve superior performance through ongoing process improvements? - ANSWER Quality assurance cost 6. Which approach does a firm use when it buys raw materials from suppliers in various locations, manufactures consumer products in Asia, and then ships the finished products to its distribution centers in the United States? - ANSWER Global supply chain 7. A company develops a product that is highly tailored to meet certain customer needs. 8. How has the quality of design for the selected product been applied? - ANSWER The product has specific characteristics designed into it. 9. An investment bank wants to launch a new financial service for a specific income group using the standard service design process. 10. What is the expected deliverable of the service specification stage? - ANSWER Defining the design requirements of the financial service 11. To improve quality standards, a manufacturing unit uses a statistical process control chart with one standard deviation control limit to track the vibration levels of a factory machine. 12. What is a characteristic of this control chart? - ANSWER It will be sensitive to small changes in machine vibration. 13. A supplier for an automobile company uses quality-at-source principles and methods across its value chain. 14. How will this impact the company? - ANSWER Just-in-time deliveries can be planned. 15. An information technology firm wants to launch a new service using the standard service design process. The firm has defined the performance benefits and performance requirements of the new service. 16. What should the firm focus on? - ANSWER Service delivery 17. A logistics service provider wants to plot and track its on-time shipments to improve customer service using a statistical control chart. The average on-time performance is 99.9 percent, and the chart should cover 68 percent of occurrence probability within the control limits. 18. Which standard deviation should be used in the chart? - ANSWER 1 19. An insurance company wants to launch a new service for its customers using service quality standards. This service will be managed by its field sales force. 20. Which service characteristic should be considered in the design process? - ANSWER It must enable decentralized decisions. 21. A manufacturing conglomerate wants to enter the service business with a service that will allow it to deploy its expertise with high-quality control measures. 22. Which type of service business should the company enter? - ANSWER Highly customized 23. A manufacturing plant has implemented robust quality controls at the beginning of its production process by installing equipment that inspects raw materials to ensure defects are not passed on to the next stage of production. 24. Which quality principle is being used? - ANSWER Quality at the source 25. A kitchenware brand implemented statistical process control mechanisms in its manufacturing facilities to improve quality. 26. What is a benefit that can be expected from the implementation? - ANSWER Ability to increase manufacturing productivity and resource utilization 27. An automobile assembly line is using a statistical process control chart to monitor fuel tank failures so that quality standard improvements can be made. The number of failures from collected samples is plotted in the chart. 28. Which scenario confirms that the process is in control? - ANSWER No sample points are outside the control limits. 29. A car wash is using a process control chart to plot and monitor service wait times to improve quality and customer satisfaction. An upper and lower control limit of one standard deviation is being used to detect out-of-control processes. 30. What is the percentage of normal probability used for the control limits in this case? - ANSWER 68% 31. A startup firm is launching a new online education service for kids using the standard service design process. A detailed schedule for the service launch across several sites has been completed. 32. Which type of service specification has been finalized? - ANSWER Delivery 33. A telecommunications company wants to monitor call drop rates to improve the customer experience. It will use a statistical control chart with an average drop rate of 3X and one sample standard deviation. 34. What are the control limits of the process control chart? - ANSWER 3X ± σ 35. An entertainment company wants to launch a service that requires a very low amount of contact and interaction with its visitors. The company wants to use the standard design process to build this service. 36. The laboratory testing center wants to improve its service process to eliminate non-value-added activities and enhance customer experience. Which service quality tool can help achieve this goal? A. Service blueprinting B. Service benchmarking C. Servicescapes D. Service scripts - ANSWER A. Service blueprinting A firm wants to design a new service using a standard service design process. The company wants to convert performance specifications to improve its quality. Which tool can help achieve this objective? A. Statistical process control B. Voice of the customer C. Quality function deployment D. Pareto analysis - ANSWER C. Quality function deployment A firm is using a process control chart to light and monitor the weight of a product. The upper and lower control limit of three standard deviations is being used to detect abnormalities. Which distribution is used to calculate control limits? A. Chi-square B. Binomial C. Poisson D. Normal - ANSWER D. Normal A car show room wants to enhance the customer experience by deploying virtual assistance. The virtual assistance help customers by sharing product details and answering questions. What is the relevant measure of service quality to meet the objective? A. Forecast accuracy of the sales B. Return on the investment C. Price index of the experience D. Reliability of the service - ANSWER D. Reliability of the service An industrial heater manufacturing facility received international organization for standardization certification. Which review has the company undergone to achieve the certification? A. Process document B. Product performance C. Customer revenue D. Supplier cost - ANSWER A. Process document A leading precision tool maker is improving its quality standards by implementing statistical process controls at its manufacturing sites by using variable control charts. What is a benefit the company can expect from the implementation? A. Ability to correct manufacturing process defect before production B. Ability to increase supplier responsiveness to demand changes C. Ability to trace products to the manufacturing location and lot number D. Ability to reduce warehousing and distribution product costs - ANSWER A. Ability to correct manufacturing process defect before production An industrial bakery is using a process control chart to plot and monitor the temperature of a factory oven to prevent production defect and improve quality standards. An upper and lower control limit of two standard deviations is being used to track out of control processes. What is the percentage of normal probability being used for the control limits in this case? A. 38.2% B. 68% C. 95% D. 99.73% - ANSWER C. 95% An insurance company wants to track its policy claim rejection rate to improve customer satisfaction. It will use the statistical control chart with an average rejection rate of 3Z and two sample standard deviations. What are the control limits of the process control chart? A. Z + 3a B. 3Z + 2a C. 3Z + a D. Z + 2a - ANSWER B. 3Z + 2a An executive coaching firm wants to launch a service that requires a large amount of contact and interaction with his clients. The firm wants to use the standard design process to build this service. Which employees skill sets should the firm used to ensure quality in its service delivery? A. Analytical skills B. People Skills C. Auditing skills D. Technical skills - ANSWER B. People Skills A glass manufacturing facility that produced defective products wants to perform a root cause analysis to identify the potential causes and meet its quality standards. Which technique can help the company with this analysis? A. Taguchi method B. Fishbone diagram C. Quality function deployment D. Scatter diagram - ANSWER B. Fishbone diagram A grocery retailer is using a p-chart to monitor its billing accuracy to improve its vendor relations and overall quality standards. It is using a sample size of 100 invoices with two mistakes. Which sample points should be used in the control chart? A. The average number of mistakes over multiple samples B. The number of mistakes in the sample C. The range of mistakes in the sample D. The proportion of mistakes in the sample - ANSWER D. The proportion of mistakes in the sample A new industrial equipment manufacturing company wants to develop its quality management system and obtain International Organization for Standardization recognition. Which certification will help archive his goal? A. ISO 9001 B. ISO 14001 C. ISO 37120 D. ISO 50001 - ANSWER A. ISO 9001 A car tire manufacturing plant wants to establish quality standards by tracking the density of raw materials using a statistical control chart. The average density is Z, and three sample standard deviations will be used. What is the lower control limit of the chart? A. Z-3a B. 2Z-3a C. 3Z-a D. Z-a - ANSWER A. Z-3a A furniture maker wants to monitor the vibration of a woodcutting tool using a statistical process chart. The sample points are exhibiting an out-of-control trend that can diminish the quality of its products. Which action should be taken to bring the process under control? A. Remove the outlier sample points B. Inspect and fix the cause of the variation C. Adjust the process average D. Recalibrate the control limits - ANSWER B. Inspect and fix the cause of the variation A soap manufacturer that wants to implement statistical process controls to improve quality will use samples from each production lot in its factory for inspection. How should the samples be selected? A. Sample should be taken from the first lot of the production process. B. Sample should be taken from each lot in the production process. C. Samples should be taken from the last lot of the production process. D. Samples should be taken from the largest lot in the production process. - ANSWER B. Sample should be taken from each lot in the production process. A stock brokerage firm wants to launch a new service for its customers using service quality standards. This service will be managed by its field agents. Which service characteristic should be considered in the design process? A. It must enable centralized decisions. B. It cannot be easily emulated. C. It will have concurrent design and delivery. D. It will be tangible in nature. - ANSWER C. It will have concurrent design and delivery. Workstation W produces parts for workstation X by maximizing its utilization. What type of production system is this? A. Pull B. Reorder point C. Synchronized D. Push - ANSWER D. Push A production plant schedules two eight hour shifts and leaves the third shift open for any potential repairs. Which type of scheduling is this an example of? A. Over-capacity B. Mixed model C. Sequential D. Under-capacity - ANSWER D. Under-capacity A company is matching its production rate to its demand rate in a lean production environment. What is the strategy called? A. Sequence time B. Takt time C. Order time D. Schedule time - ANSWER B. Takt time A two-bin inventory system is being utilized by a widget producer in its lean manufacturing process. Bin 1contains 100 units and Bin 2 contains 40 units. What does bin one represent in this context? A. Difference between order quantity and re-order point. B. Difference between total production and defects. C. Difference between the scheduled quantity and demand. D. Difference between current inventory and raw materials. - ANSWER A. Difference between order quantity and re-order point. What happens to inventory when the number of kanbans in the system is double, with all other things being equal? A. It varies randomly. B. It increases. C. It remains constant. D. It decreases. - ANSWER B. It increases. An automobile manufacturing system produces piston rings in a cycle. What is this an example of a lean manufacturing? A. Jidoka B. Heijunka C. Muda D. Kaizen - ANSWER B. Heijunka Why is quality an important factor in lean production? A. Because production cost are high, there is greater emphasis on quality. B. Because there are low levels of extra inventory, defects will cost disruption. C. Because production cost are low, there is greater emphasis on quality. D. Because they are high levels of extra inventory, defects are more expensive. - ANSWER B. Because there are low levels of extra inventory, defects will cost disruption. To reduce inventory levels, a shipping container company wants to use kanban systems. The formula for the number of is given N = N= number of kanbans D = average demand per unit time L = lead time S = safety stock C = container size What happens to the number of kanbans (N) when the lead time increases, and the other parameters in the equation are kept consistent? A. Increases B. Remains Constant C. Decreases D. Varies Randomly - ANSWER A. Increases Variable Measure - ANSWER is a product characteristic that is measured on a continuous scale such as length, weight, temperature, or time. Defect - ANSWER a failure to meet customer requirements in any product or service Control Chart - ANSWER are graphs that visually show if a sample is within statistical control limits. hey have two basic purposes: to establish the control limits for a process and then to monitor the process to indicate when it is out of control Control Limits - ANSWER The upper and lower bands of a control chart. Smaller Z Value - ANSWER The more narrow the control limits are and the more sensitive the chart is to changes in the production process. Why do manager choose z value of 3.00 - ANSWER because if the process is in control it wants a high probability that the sample values will fall within the control limits. In other words, with wider limits management is less likely to (erroneously) conclude that the process is out of control when points outside the control limits are due to normal, random variations. A process is in control if - ANSWER There are no sample points outside the control limits. Most points are near the process average (i.e., the center line), without too many close to the control limits. Approximately equal numbers of sample points occur above and below the center line. The points appear to be randomly distributed around the center line (i.e., no discernible pattern). P-chart - ANSWER Uses the proportion defective in a sample. C-chart - ANSWER Uses the number of defects in a sample. R Chart - ANSWER Uses the amount of dispersion in a sample. Run - ANSWER A sequence of sample values that display the same characteristic. Pattern Test - ANSWER Determines if the observations within the limits of a control chart display a nonrandom pattern. Tolerances - ANSWER Design specifications reflecting product requirements. Process Capability - ANSWER The range of natural variability in a process—what we measure with control charts. Performance Specifications - ANSWER Outline expectations and requirements. Design Specifications - ANSWER Describe the service in enough detail to be replicated. Service Blueprinting - ANSWER the process of recording in graphical form the activities and interactions in a service process. The term blueprinting is used to reinforce the idea that services need to be as carefully designed as a physical product and documented with a blueprint of their own. Line of Visibility - ANSWER separates front-office (or onstage) activities from back-office (or backstage) activities. In this example, the barista prepares the coffee in front of the customer, but must go backstage to retrieve cups from the stockroom. Servicescapes - ANSWER The design of the physical environment (including signs, symbols, and artifacts) in which a service takes place. Operating characteristics - ANSWER Average values for characteristics that describe the performance of a waiting line system. Calling population - ANSWER the source of customers Arrival Rate - ANSWER The frequency at which customers arrive at a waiting line; most frequently described by a Poisson distribution and indicated by λ. Queue discipline - ANSWER The order in which customers are served; most commonly, first-come, first-served. Channels - ANSWER The number of parallel servers for servicing customers. Phases - ANSWER The number of servers in sequence that a customer must go through. Relationship between cost of providing service and cost of making customers wait - ANSWER Inverse Utilization Factor - ANSWER The probability the server is busy and the customer must wait. What can an organization apply to make holistic improvements when development in a single area is not the main objective? - ANSWER Kaizen What does International Organization for Standardization (ISO) certification imply about a manufacturing organization? - ANSWER That it meets internationally accepted requirements for quality management Which diagram counts the percentage of defects to identify major quality problems? - ANSWER Pareto helps management identify problems or strengths within an organization by tallying the percentage of defects resulting from different causes. What can an organization do to improve quality control with its primary supplier? - ANSWER Partnering Lean production - ANSWER An integrated management system that emphasizes the elimination of waste and the continuous improvement of operations. Just-in-Time - ANSWER Smoothing the flow of material to arrive just as it is needed. Muda - ANSWER anything other than the minimum amount of equipment, materials, parts, space, and time that are absolutely essential to add value to the product. Takt time - ANSWER The pace at which production should take place to match customer demand. Manufacturing cells - ANSWER Dissimilar machines brought together to manufacture a family of parts. Kanban (Pull System) - ANSWER A card that corresponds to a standard quantity of production (usually a container size). Associated with fixed-order quantity Kanban Square - ANSWER A marked area designated to hold items. Signal Kanban - ANSWER a triangular kanban used to signal production at the previous workstation Supplier Kanban - ANSWER Rotate between the factory and suppliers. Lead time is made up of four components - ANSWER - processing time - move time - wait time - setup time SMED - ANSWER Single Minute Exchange of Dies Reduces time needed for equipment changeovers Internal Set Ups - ANSWER Setup activities that can be performed only when a process is stopped. External Set Ups - ANSWER Setup activities that can be performed in advance. Uniform Production Levels (lean systems) - ANSWER The result from smoothing production requirements on the final assembly line. Poka-yoke - ANSWER mistake-proofing methods aimed at designing fail-safe systems that minimize human error (foolproof device) Jidoka - ANSWER authority to stop the production line 5 S's - ANSWER sort, straighten, shine, standardize, sustain An industrial engineer reduced employee downtime by thirty percent by focusing on quality attributes of service. Which methodology did the industrial engineer use? - ANSWER Benchmarking Which Lean Six Sigma certification describes an upper management role responsible for providing resources and overcoming organizational barriers? - ANSWER Champion A company employs a continuous improvement model within all stages of production, and all employees commit to manufacturing the best possible products. - ANSWER Total quality management is an approach that builds long-term success by having all members continuously focus on improving quality. What is a major cornerstone for improving quality to reduce defects? - ANSWER Quality tools How does a firm apply developmental characteristics to a product or service? - ANSWER Through quality of design How can a quality design manager ensure product or service meets design specifications? - ANSWER Apply quality of conformance How can an organization discover consumers' purchasing trends to market its products and services effectively? - ANSWER By tracking consumer wants and purchases What is an example of an attribute that can quickly evaluate a product with a discrete response? - ANSWER Color A production supervisor added another production line to improve processing speed and adjusted the final products to decrease defects. Which improvement strategy did the production supervisor use? - ANSWER Lean Six Sigma combines the best features of both processes to ensure success in a firm or organization. Lean Six Sigma decreases production time while eliminating defects. An industrial engineer checked all the raw materials to find faulty products throughout the supply chain. Which quality control method did the industrial engineer use? - ANSWER Identification of defects An industrial engineer briefed management on improvement strategies through daily meetings, resulting in improved transparency with management. The engineer implemented the strategies and reduced excess materials and waste in production. Which methodology did the engineer implement? - ANSWER Lean manufacturing maximizes productivity while simultaneously minimizing waste within manufacturing operations. Management divided a team into two groups. One group will focus on reducing waste and increasing production, and the other will focus on identifying and correcting errors. Which methodologies did the management incorporate? - ANSWER Kaizen involves everyone in a process of continuous improvement. Lean Six Sigma focuses on reducing waste, improving production, and eliminating errors. In this scenario, management incorporates both methodologies. A manager created a graphic that includes symbols representing the flow of information and inventory within a system and streamlining those processes. Which process control tool did the manager create? - ANSWER Value Stream Mapping The production supervisor implemented a just-in-time management strategy that directly aligns raw material orders from suppliers with production schedules. Which methodology did the supervisor use? - ANSWER Pull system Which employee skill set should the company use to ensure quality in this service delivery? - ANSWER Technical skills A pharmaceutical plant wants to track the color of a key ingredient using a control chart. This ingredient is procured from a vendor that compares the product against the color standard. The sample points from the latest consignment are exhibiting an out-of-control trend. Which action should be taken to ensure product quality? - ANSWER Investigate the latest consignment and do not use it for production An industrial chemical manufacturer wants to improve its quality standards by tracking the moisture levels of raw materials using a statistical control chart. The standard average moisture level is X humidity units, and two sample standard deviations will be used. What is the lower control limit of the chart? - ANSWER X - 2σ A hotel chain wants to enhance the customer experience by upgrading its room facilities across its many locations. What is the relevant measure of service quality to meet the objective? - ANSWER Consistency of the experience A production facility is taking periodic samples to monitor process controls and quality standards by using control charts. Which scenario indicates that a process is not in control? - ANSWER Sample attributes outside the control limits A consumer electronics company is launching a new product for house cleaning purposes. This product uses multiple easy-to-use functionalities to minimize defects. Which quality source methodology has been used in this case? - ANSWER Quality by design A firm wants to understand and implement quality standards for managing supply chain risks and avoiding customer service level disruptions. Which standard can help achieve this goal? - ANSWER ISO 9001 A paper manufacturing unit began the International Organization for Standardization (ISO) certification process but was unable to qualify for the certification after the audit process. Which scenario could have caused the rejection? - ANSWER The internal quality management review processes are insufficient 29. A glass bottle manufacturing facility wants to improve quality by using statistical process controls in the inspection of samples taken from the production line. How should the samples be selected? - ANSWER Samples should be taken at random periods throughout the production process. A sports institute wants to transform its training program for better participant satisfaction by understanding the best practices used by other service companies. Which service quality tool can help achieve this goal? - ANSWER Service benchmarking How are cellular layouts used in production facilities to provide flexibility and reduce waste in both product volume and variety? - ANSWER By producing product families in dedicated manufacturing layouts A two-bin inventory system is being utilized by a widget producer in its lean manufacturing process. At the beginning of the process, bin 1 contains 100 units and bin 2 contains 40 units. What does bin 2 represent in this context? - ANSWER Reorder point A chemical plant manager is not satisfied with a production process and requests input from plant employees about methods that can be used to make improvements. Which lean process is the manager using? - ANSWER Kaizen A company is utilizing Six Sigma concepts to streamline its widget production. What is the primary reason the company is using this strategy? - ANSWER To reduce variability An electric car company is deciding whether it should utilize a lean production strategy. Which characteristic suggests the company would benefit from a lean strategy? - ANSWER There is a low variability of demand A shipping container company wants to use a kanban system to reduce inventory levels. The formula for the number of kanbans is given as N=(dL+S)C. N = number of kanbans d = average demand per unit of time L = lead time S = safety stock C = container size What happens to the number of kanbans (N) when the container size (C) is doubled, and other parameters are kept constant? - ANSWER Halves A company is utilizing a reorder point system to decrease inventory and manage its cycle stocks. How is the reorder point established in a lean environment? - ANSWER Demand during lead time A company is utilizing a reorder point system to minimize inventories in a just-in-time (JIT) environment. What, if anything, happens to the reorder point if the lead time extends due to supplier delays? - ANSWER It increases A lean manufacturing process contains setup time, processing time, wait time, and transit time. What is the value-added activity in this case? - ANSWER Processing A company is utilizing a reorder point system to decrease inventory and manage its cycle stocks. How is this process related to a just-in-time (JIT) environment? - ANSWER An order is placed to match demand. What is an advantage of using just-in-time (JIT) systems for countries such as Japan that encompass small geographical areas? - ANSWER Frequent deliveries A lean manufacturing process contains three operations (E, F, and G). It takes 20 minutes to complete operation E, 30 minutes to complete operation F, and 40 minutes to complete operation G. In addition, there is a wait time (H) of 10 minutes between the operations. What is the non-value-added activity in this example? - ANSWER H A manufacturer following a 5 s (sort, set, shine, standardize, and sustain) lean method trains workers to follow specific checklists that provide easy access to information for all processes. Which 5 s strategy are the workers using? - ANSWER Standardize A company is focusing on a DMAIC (define, measure, analyze, improve, and control) quality process. It uses a root cause approach to understand the reasons that defective parts have been produced. Which step of the DMAIC process is the company utilizing? - ANSWER Analyze A retail company is utilizing value stream mapping (VSM) to redesign its purchasing process. How can it be used as a tool to eliminate waste? - ANSWER By identifying non-value-added activities Which six sigma step requires a firm to form teams that are led by project champion that focuses on specific quality improvement project? A. Mobilize B. Align C. Govern D. Accelerate - ANSWER A. Mobilize What does a firm measure when it determines the extent to which satisfaction contributes to probability? A. Total Quality Management B. Voice of the Customer C. Alignment of Strategy D. Serviceability of products - ANSWER B. Voice of the Customer What costs are incurred when a firm plans and designs and products to reduce the likelihood that defective products will reach customers? A. Appraisal Cost B. Innovative Design Cost C. Nonconformance Cost D. Prevention Cost - ANSWER D. Prevention Cost Which characteristics should a firm use to determine whether a product complies with the fundamental requirements and needs of the end-users for which it was designed? A. Innovativeness B. Serviceability C. Aesthetics D. Fitness for use - ANSWER D. Fitness for use What is created when a firm enters into a commitment to purchase materials from a supplier consistently over an extended period of time? A. Distribution Network B. Acquisition Strategy C. Global Supply Chain D. Partnership Agreement - ANSWER D. Partnership Agreement Which approach should a firm use to compare its service quality performance to measure achieved by market leaders? A. Reliability Study B. Benchmarking Analysis C. Productivity Study D. Pareto Analysis - ANSWER B. Benchmarking Analysis What should a company used to simultaneously increase performance, quality, and profits and decrease process variation and defects to a level near zero? A. Six Sigma B. Conformance C. Benchmarking D. Reliability - ANSWER A. Six Sigma A landing restaurant chain wants to design a loyalty program for its customers using service quality standards. Which service characteristic should be considered while building the program? A. It should be highly durable and lasting. B. There will be a low rate of customer contact. C. It should not be easily emulated. D. There will be a constant rate of output. - ANSWER C. It should not be easily emulated. A supplier for an electronic goods manufacturer, uses quality at source principles and methods across its value chain. How will this impact the company? A. Caring cost will be higher. B. Prototypes will be built faster. C. Quality cost will be lower. D. Frequent shutdowns can be planned. - ANSWER C. Quality cost will be lower. A telecommunications firm is launching a new service targeted to teenage customers using the standard service design process. Detail service specifications have been captured to replicate in retail locations. Which type of service specifications has been captured? A. Design B. Concept C. Performance D. Delivery - ANSWER D. Delivery A candle maker is using the R-chart to monitor the diameter of finished candles to conform with a retail customers packaging standards. It has a sample size of 10 units and corresponding diameter observations. Which sample point would be used in the control chart? A. The average of diameter observations in the sample. B. The proportion of acceptable diameter observations to total observations. C. The individual diameter observations in the sample. D. The range diameter observations in the sample. - ANSWER D. The range diameter observations in the sample. A firm wants to build and launch a new product using quality by design principles. The firm wants to incorporate manufacturing teachers that will keep operators from making mistakes. Which tool can help archive this objective? A. Quality Index B. Kanban C. Poka-yoke D. Pareto Principle - ANSWER C. Poka-yoke A brick manufacturer wants to monitor the temperature of its machine cooling oil using a statistical control chart. The average oil temperature is Y degrees Fahrenheit, and the chart should cover 99.73% of occurrence profitability within the control limits. Which standard deviation should be used in the chart? A. 0.5 B. 1 C. 2 D. 3 - ANSWER D. 3 An e-commerce company wants to design a new delivery service for its customers using service quality standards. Which service characteristics should be considered in the design process? A. There will be high rate of customer contact. B. It should be highly durable and lasting. C. It should not be easily emulated. D. There will be a consistent rate of output. - ANSWER A. There will be high rate of customer contact. A power generation plant is using a substantial process control chart to monitor vessel pressure so that precise quality standards can be met. The vessel pressure at periodic intervals is collected and plotted in the chart. Which scenario represents an out of control process? A. All the sample points are near the process average. B. Sample points are equally distributed around the process average C. No sample points are outside the control limits. D. No sample points are occurring below the process average. - ANSWER D. No sample points are occurring below the process average. A new electric bike manufacturing plant wants to monitor and detect, which part of its production process is causing a variability that is resulting in product defects. Which technique can help achieve this objective? A. Quality function deployment B. Substantial process control C. Scatter diagrams D. Pareto analysis - ANSWER D. Pareto analysis A petroleum refinery is using a control chart to track fuel viscosity to be customer qualify standards. A recent sample has an average viscosity of 120 poise units, which has been plotted in the control chart. Which type of control chart is being used? A. c-chart B. R-chart C. p-chart D. x-chart - ANSWER D. x-chart A furniture manufacturer wants to track an approved product quality during the production process using statue process control charts. Which attribute measure should be monitored in the control chart? A. Weight of the furniture B. Production lead time C. Conformance to color standards D. Dimension of the furniture - ANSWER C. Conformance to color standards Dimensions of Quality - ANSWER 1. Performance 2. Features 3. Reliability 4. Conformance 5. Durability 6. Serviceability 7. Aesthetics 8. Perceived Quality Dimensions of Quality for Service - ANSWER 1. Time and timeliness 2. Completeness 3. Courtesy 4. Consistency 5. Accessibility and convenience 6. Accuracy 7. Responsiveness Quality of Design - ANSWER the degree to which quality characteristics are designed into a product or service Quality of Conformance - ANSWER The degree to which goods or services conform to the intent of the designers W.E. Deming - ANSWER Father of TQM, 14 points Deming Wheel - ANSWER 1. Plan 2. Do 3. Study/Check 4. Act Total Quality Management - ANSWER Customer-oriented, leadership, strategic planning, employee responsibility, continuous improvement, cooperation, statistical methods, and training and education. Quality Management System (QMS) - ANSWER A system to achieve customer satisfaction that complements other company systems. Process Flowchart - ANSWER A diagram of the steps in a job, operation, or process. Fishbone (cause and effect diagram) - ANSWER a graphical description of the elements of a specific quality problem and the relationship among those elements. It is used to identify the causes of a quality problem so it can be corrected. Cause-and-Effect Matrix - ANSWER Is used to prioritize the process inputs (causes, or X's) that have been identified as potentially contributing to an Effect (Y). This action usually leads to selection of inputs for data collection and subsequent analysis Are used in Measure or Analysis phase of a DMAIC process to prioritize the potential x's identified by the team. Pareto Analysis - ANSWER Most quality problems result from a few causes. Scatter Diagrams - ANSWER graphically show the relationship between two variables, such as the brittleness of a piece of material and the temperature at which it is processed Partnering - ANSWER A relationship between a company and its supplier based on mutual quality standards. Participative Problem Solving - ANSWER Employees are directly involved in the quality management process. Kaizen - ANSWER Involves everyone in a process of continuous improvement. Six Sigma - ANSWER process for developing and delivering virtually perfect products and services. Measure of how much a process deviates from perfection. 4 Basic Six Sigma Steps - ANSWER align, mobilize, accelerate, and govern. Align - ANSWER Creates balanced scorecard Mobilize - ANSWER Project teams are formed and empowered to act. The process owners select "Black Belts" to lead well-defined improvement projects. Accelerate - ANSWER improvement teams made up of Black Belt and Green Belt team members with appropriate expertise use an action-learning approach to build their capability and execute the project. Govern - ANSWER executive process owners monitor and review the status of improvement projects to make sure the system is functioning as expecte Six Sigma Breakthrough Strategy (DMAIC) - ANSWER Define, measure, analyze, improve, control. Black Belt - ANSWER project leader Master Black Belt - ANSWER A teacher and mentor for Black Belts. Green Belt - ANSWER Project team members. Prevention Costs - ANSWER Costs incurred during product design. Appraisal Costs - ANSWER the costs of measuring, testing, and analyzing materials, parts, products, and the productive process to ensure that product-quality specifications are being met. Internal Failure Costs - ANSWER Include scrap, rework, process failure, downtime, and price reductions. External Failure Costs - ANSWER Include complaints, returns, warranty claims, liability, and lost sales. Index Numbers - ANSWER are ratios that measure quality costs relative to some base value, such as the ratio of quality costs to total sales revenue or the ratio of quality costs to units of final product. Quality Index - ANSWER total quality costs/base * 100 Productivity Ratio - ANSWER output/input Yield - ANSWER is a measure of output used as an indicator of productivity. Yield Formula - ANSWER Y= planned # of units * % of goods produced + planned # of units * (1- percentage of goods produced) * (% of defective units successfully reworked) Quality Productivity Ratio - ANSWER good quality units / (input units) (unit processing cost) + (reworked units) (rework cost) Malcolm Baldrige National Quality Award - ANSWER an award given by the President of the United States to organizations judged to be outstanding in specific managerial tasks that lead to improved quality for both products and services ISO 9000 - ANSWER Set of international standards on quality management and quality assurance, critical to international business Which formalized system documents processes, procedures, and responsibilities for achieving quality objectives? - ANSWER Quality Management Which two areas in a production process should be subject to continuous improvement when using Deming's approach to quality management? - ANSWER Reducing variability and meeting specifications Which standard represents the customer's view on the final determination of product quality? - ANSWER fitness for use Statistical Process Control - ANSWER is a statistical procedure using control charts to see if any part of a production process is not functioning properly and could cause poor quality. Sample - ANSWER subset of the items produced to use for inspection. Attribute - ANSWER A product characteristic that can be evaluated with a discrete response (good/bad, yes/no). A plant manager wants to improve the efficiency in the manufacturing process by eliminating non-value added time and maximizing value added time. What is an example of value added time in the manufacturing process? A. Inspection time B. Production time C. Move time D. Wait time - ANSWER B. Production time A production manager wants to minimize inventory and waste by only producing exactly what the customer demands. What type of system should the manager use? A. Aggregate planning B. Material requirements planning C. Pull D. Push - ANSWER C. Pull A company is utilizing a U-shaped manufacturing cell in a lean production environment. What is a characteristic of a type of manufacturing cell design? A. It decreases communication between workers B. It increases visual control C. It minimizes machine breakdowns D. It increases the distance traveled by workers - ANSWER B. It increases visual control A just-in-time (JIT) lean manufacture ask a supplier to provide more frequent deliveries of small loads. What is the advantage to the manufacture? A. Lower ordering cost B. Lower transportation cost C. Reduction in inventory D. Reduction per-piece prices - ANSWER C. Reduction in inventory A widget manufacture is facing significant demand uncertainty. What should the manufacture do to improve its service levels? A. Allow for stockouts B. Maintain steady production C. Maintain safety stock D. Allow for remanufacturing - ANSWER C. Maintain safety stock Which mechanism can companies utilize to minimize set up time? A. Standardize components B. Increase inventory C. Decrease batch size D. Decreased lead time - ANSWER A. Standardize components Which situation links inventory to high environmental waste? A. Underproduction to demand B. Surplus production C. Decree stock levels D. Increased customer service - ANSWER B. Surplus production