MGMT 480 CHAPTER 15 MULTICHOICE

The recognized benchmark for Six Sigma implementation is

a. Sears, Roebuck and Co.
b. DuPont
c. General Electric
d. American Express

C
Root cause analysis uses all of the following tools and methods except

a. Zero Defects
b. Seven Quality Control Tools
c. 5-Why Technique
d. DMAIC

A
In applying Six Sigma to services, the four key measures of performance include all of the following except

a. accuracy
b. empathy
c. cost
d. customer satisfaction

B
Six Sigma efforts use all of the following concepts and methods except

a. Process control such as reducing variation
b. Process improvement such as mistake proofing
c. Critical to quality characteristics such as appraisal costs
d. Advanced statistical tools such as multiple regression

C
Which of the following is true regarding the history of quality management?

a. During the Industrial Revolution, workers on the shop floor began to take on increased responsibility for quality.
b. Six Sigma was developed in Japan as a cost reduction approach during the 1970s.
c. Deming’s diagram of a value chain emphasized the importance of consumers and suppliers in supporting continuous quality improvement.
d. Beginning around 1950, Deming and Juran began educating top U.S. managers, which lead to the growth and development of quality management in the U.S.

C
Which of the following describes the quality definition of fitness for use?

a. Perfection and consistency in goods and service quality
b. Doing it right the first time
c. Conforming to design specifications
d. The ability of a good or service to meet customer needs

D
Which leader in quality management promoted the Quality Trilogy of quality planning, quality control, and quality improvement?

a. W. Edwards Deming
b. Joseph Juran
c. Philip Crosby
d. Jack Hillerich

B
All of the following are components of the GAP model except

a. The discrepancy between delighting or pleasing customers and total customer service and satisfaction
b. The discrepancy between management’s perceptions of what features constitute a target level of quality and the task of translating these perceptions into executable specifications
c. The discrepancy between quality specifications documented in operating and training manuals and plans and their implementation
d. The difference between the customer’s expectations and perceptions

A
Which of the following is not considered part of Total Quality?

a. A focus on the customers and stakeholders
b. A process focus
c. Participation and team work
d. Six Sigma

D
Which of the following is not directly related to W. Edwards Deming?

a. Quality leads to a sustainable market
b. Quality is free
c. Higher quality leads to higher productivity and lower cost
d. Plan, Do, Study, Act

B
Which of the following is not one of W. Edwards Deming’s 14 points?

a. Create a vision and demonstrate commitment
b. Stop making decisions purely on the basis of cost
c. Eliminate exhortation
d. The only performance standard is Zero Defects

D
Which of the following is not a part of Philip Crosby’s philosophy of quality?

a. Quality means conformance to requirements not elegance
b. The only performance standard is Six Sigma
c. There is no such thing as a quality problem
d. The only performance measurement is the cost of quality, which is the expense of non-conformance

B
ISO 9000:2000 principles consist of all of the following except

a. Involvement of people
b. Mutually beneficial supplier relationships
c. Zero defects
d. System approach to management

C
Which of the following emphasizes defects per million opportunities as a key measure of quality?

a. The 14 Points
b. ISO 9000:2000
c. The Gap model
d. Six Sigma

D
GE’s Six Sigma problem solving approach employs five phases. Which is not one of the phases?

a. Define (D)
b. Measure (M)
c. Analyze (A)
d. Improvise (I)

D
A tool to help determine how a process works and what it is supposed to do is a

a. Run chart
b. Cause-and-effect diagram
c. Scatter diagram
d. Flowchart

D
A tool to help focus on the most significant problems is

a. Flow-charts
b. Pareto analysis
c. Cause-and-effect diagram
d. Scatter diagram

B
Cause-and-effect diagrams would help most in which phase of the DMAIC problem-solving approach?

a. Define
b. Measure
c. Analyze
d. Control

C
At a gas station, a diesel pump nozzle that will not fit into a non-diesel automobile is an example of ____?

a. Kaizen blitz
b. dpmo
c. Poka-yoke
d. External failure

C