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Exam 5: Managing Quality

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Question 21

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A customer that concentrates on the ease of repair or support for the product or service is concerned primarily with the ________ dimension of quality.

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Question 22

Multiple Choice

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An insurance company auditor takes eight samples of 250 completed forms to establish control limits for the fraction of insurance policy forms that are filled out incorrectly.The data appear in this table: -What is the center line for the appropriate chart?

A) 0.0129
B) 10.875
C) 0.0435
D) 3.29

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Question 23

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Which of the following is NOT a core idea of total quality management?

Money spent training an employee how to do the job mistake-free is an example of an appraisal cost.

The upper and lower limits of a control chart should be wider than the upper and lower tolerance limits.

On the first day of class at a new university you made judgments about the quality of the class before the professor had entered the room.You noted the comfort of the accommodations,the fine works of art in the halls and on the classroom wall and the soothing music piped in over the sound system.This dimension of quality is:

________ is a managerial approach in which an entire organization is managed so that it excels in all quality dimensions that are important to customers.

A barbecue sauce producer sells their product in a 20 ounce bottle.Their historical process mean has been 20 ounces with a standard deviation of 0.25 ounces.If their tolerance limits are set at 20 ounces plus or minus 1 ounce,what is the process capability ratio of the bottle filling process?

Develop a control chart and plot the data.Which of these conclusions is BEST?

________ is a family of standards,developed by the International Organization for Standardization,representing an international consensus on good quality management practices.

W.Edwards Deming's Fourteen Points for Management include:

What are the eight dimensions of quality as defined by David Garvin? Provide a short description of how each is different and then use them to evaluate an example product or service of your choosing.

Based on W.Edwards Deming's Fourteen Points for Management,we can safely conclude he would have been a strong advocate for a Zero Defects promotion.

Which of these statements about the zero defects view of the total cost of quality is BEST?

Reductions in process variance result in higher process capability.

Costs incurred by defects that occur prior to delivery to the customer are called:

Taguchi defines quality in terms of:

A cell phone manufacturer inspects the video display on each color phone to verify that the screen can display all colors with the brilliance their customers have come to expect.Each phone is turned on,run through a self-test procedure,and classified as either acceptable or unacceptable based on test performance.Based on historical data,the manufacturer produces 0.1 percent defective displays.If they inspect 5000 phones each day for the next 10 days,what are the upper and lower control limits for their control chart if their sample mean mirrors their historical process average?

Appraisal costs can occur when a company has NOT produced any defective items.

A technique used to translate customer requirements into technical requirements is: