Multiple Choice

This activity contains 14 questions.

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false false

The U.S. National Quality Award is named after

Deming

Baldrige

Juran

Taguchi

Taguchi's quality loss function is based on a

negative exponential distribution

quadratic equation

linear equation

binomial distribution
The Taguchi method includes three major concepts. These include all of the following, except

target-oriented quality

quality loss function

quality robustness

employee involvement

Cause-and-effect diagrams are also known as

Pareto charts

process charts

fish-bone charts

target specification graphs

Attribute inspection measures

the range of a characteristic

if the product is good or bad

 if product responsiveness is adequate

if cause and effect are present

In this chapter, quality is defined as

the totality of features and characteristics of a product that bear on its ability to satisfy stated or implied needs

the degree of excellence at an acceptable price and the control of variability at an acceptable cost

how well a product fits patterns of consumer preferences

even though it cannot be defined, you know what it is

One hundred percent inspection

means that every part is checked to see whether or not it is defective

means that only good parts will be shipped to a customer

is practical and an excellent fit for world-class manufacturers

catches all of the defective parts

Which of the following is not a common TQM tool?

process charts

cause and effect diagrams

queuing models

Pareto charts

In which of the four major categories of quality costs would the costs associated with scrap and
rework belong?

appraisal

prevention

internal failure

external

Which of the TQM tools would be best suited for displaying the number of students majoring in each
business discipline?

histogram

flow chart
 cause and effect diagram

scatter diagram

Which of the TQM tools would be best suited for determining why your course registration is never
correct?

check sheet

flow chart

Pareto chart

cause and effect diagram

A device or technique that ensures production of a good unit every time is a

poka-yoke

zero defect

fail-safe

control chart
The ISO 9001:2000 standards are

more widely adopted in the U.S. than in Europe

are known as the Baldrige standards in the U.S.

a set of product specifications for all industries

quality management procedures that address leadership, documentation, and record-keeping

This quality leader said that quality is free; it is non-quality that is expensive.

W. Edwards Deming

Joseph Juran

Phil Crosby

Armand Feigenbaum

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True/False

This activity contains 15 questions.

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false false

Cause-and-effect diagrams are a schematic technique used to discover possible locations of quality
problems.

True

False

Company reputation is one reason quality is important.

True

False

Employee empowerment means involving employees in every step of the production process.
 True

False

Inspection can only be conducted at the point of customer contract.

True

False

ISO 14000 provides an international standard for quality management.

True

False

ISO 9000 is the only quality standard with international recognition.

True

False
Kaizen is the Japanese word for the ongoing process of incremental improvement.

True

False

One cost of quality is internal failure costs.

True

False

TQM refers to a quality emphasis that encompasses the entire organization.

True

False
A Green Belt in a Six Sigma program spends more time on his normal job duties than a Master Black
Belt does.

True

False

A power cord that can be plugged in only one way is a poka-yoke.

True

False

Joseph Juran is famous for his 14 points for implementing quality improvement.

True

False

Benchmarking involves selecting a target at which to shoot and measuring your performance against
it.
 True

False

Taguchi's quality loss function says that a product is OK as long as its performance or measurement
falls in between an upper tolerance limit and a lower tolerance limit.

True

False

The personal component of services is more difficult to measure than the quality of the tangible
component.

True

False

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Create a flow chart that demonstrates the use of the seven basic tools in a logical sequence to solve a
quality problem. Indicate how the outputs and inputs of each tool are related.

To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.

List the major categories of the cost of quality, indicate what expenses would fall into each, and
provide an analysis of the effect these categories have on company reputation.

To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
What are the statistical and TQM definitions of Six Sigma?

To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.
Describe the ISO 9000 standard and registration process. How consistent is ISO 9000 with Deming's
14 Points for Implementing Quality Improvement?

To create paragraphs in your essay response, type <p> at the beginning of the paragraph, and </p> at the end.