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Exam 9: Managing Quality

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Question 31

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The process of comparing your organization to other best-in-class performers is known as

A) copyrighting
B) quality control
C) benchmarking
D) continuous improvement

E) A) and B)
F) A) and C)

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Question 32

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Your consulting firm, Management.com, is concerned that workers might not be answering as many calls at the local call center as they should at the very beginning and end of work shifts as compared to other times of their eight-hour work day. Construct a checksheet with the following data that was collected last week. What can you recommend to Management.com about its belief? Number of Calls Answered $\begin{array} { | c | c | c | c | c | c | } \hline & \text { Monday } & \text { Tuesday } & \text { Wednesday } & \text { Thursday } & \text { Friday } \\\hline \text { 8a.m.9 a.m. } & 1 & 6 & 2 & 4 & 5 \\\hline \text { 9 a.m.-10 a.m. } & 12 & 9 & 6 & 8 & 7 \\\hline \text { 10 a.m.11 a.m. } & 6 & 5 & 3 & 4 & 5 \\\hline 11 \mathrm { a } . \mathrm { m } - 12 \mathrm { p } . \mathrm { m } . & 5 & 2 & 4 & 3 & 3 \\\hline 12 \text { p.m.-1 p.m. } & 4 & 0 & 5 & 2 & 3 \\\hline 1 \text { p.m.-2 p.m. } & 7 & 4 & 4 & 6 & 3 \\\hline \text { 2 p.m.-3 p.m. } & 5 & 7 & 8 & 5 & 9 \\\hline \text { 3 p.m.-4 p.m. } & 4 & 3 & 3 & 2 & 1 \\\hline\end{array}$

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Based on the data collected last week, i...

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Question 33

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Quality _________ cost and _________ productivity.

Using the data from problem 4, answer the following questions: A) If he sets an upper control limit of 42 and a lower control limit of 38 around the target value of 40 calls, what is the probability of concluding that a technician is over- or under-performing when he or she is not? B) Establish the control limits for the range chart. What does this chart tell you about the performance of the technicians?

All of the following can be used to describe product quality except

_________ and _________ are two dimensions of product quality.

A type I error is the chance of making a wrong call that the process has gone out of statistical control while it still is actually in statistical control.

An X-bar chart tracks the average proportion of defectives.

The famous Deming's PDCA cycle stands for plan, do, count, and act.

Six Sigma refers to an extremely high process capability.

A cause-and-effect diagram is also known as a(n)

After numerous complaints, the operations manager at the production line says it's not sufficient for the process to be within the control limits but it should be much closer to the sample mean. The operations manager is practicing which quality control technique?

Quality improvement initiatives are principally a management (not a worker) responsibility.

Which statistical quality control chart would be used to determine if a DVD manufacturing plant is performing according to specifications?

The center line for the range chart is always greater than the center line for the X-bar chart because the ranges are always greater than the average.

Quality improvement outcomes do not always meet expectations because

What the customer considers important is usually apparent especially with service quality.

A human-relations intensive, high-skill environment like a hospital would benefit greatly from Juran's engineering-based approach.

Juran's quality trilogy consisted of quality planning, control, and improvement.

The specification for a metal plate for highway constructions projects calls for a thickness of 26.0 mm ± 1.0 mm. The standard deviation of the process is estimated to be 0.2 mm. What are the upper and lower specification limits for this product? The process is known to operate at a mean thickness of 26.03 mm. What are the C_p and C_pk for this process? About what percent of metal plates will meet these specifications? Is this process capable of producing the desired part?