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Exam 18: Introduction to Quality and Statistical Process Control

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Question 31

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Special cause variation is variation in the output of a process that is naturally occurring and expected and that may be the result of random causes.

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Question 32

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A fishbone diagram is another term for a flowchart.

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Question 33

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The Deming cycle is a systematic process that can be effectively used to improve quality and solve problems in organizations.

Control charts are used to determine if a process is:

Recently,a quality team conducted a brainstorming session in which each member of the team,in sequence,was asked to provide an idea on why customers' complaints have increased recently.This type of brainstorming is referred to as structured brainstorming.

Total quality management and the Pareto Principle are actually two terms that mean the same thing.

Trend charts display process data in a time series to show how the process is performing over time.

A process control chart can be used to determine whether the process average has shifted up or down,but is not useful for determining whether the process is just drifting in an upward or downward direction.

Kauro Ishikawa is credited for coming up with a quality process called Kaizen.

Both p-charts and c-charts are designed for use when the data we are working with are referred to as attribute data.

Deming would clearly support a quality assurance effort that calls for 100 percent inspection as a means for improving the outgoing quality in a production situation.

A major airline is interested in monitoring customer satisfaction with its baggage handling process.To do so,each day the airline randomly selects 100 customers and surveys them to determine if they are satisfied or not with the service provided.After 20 samples,a total of 260 unsatisfied customers were surveyed. a.If the airline wishes to use a control chart,which chart would you recommend and why? b.Determine the 3-sigma control limits for the appropriate control chart.

If a process control chart has only one point outside the upper or lower control limits,there is insufficient evidence to conclude that the process was out of control at the time that the measurement was taken.

If a company recognizes employees who have made significant contributions to delivering high levels of quality service,Juran would most likely applaud the effort.

By the early 1970s Japanese products began to be of better quality than those made in the U.S.

Process control charts are used to provide signals to indicate when the output of a process is out of control.

A process flow chart provides a visual diagram of the process.

Deming and Juran worked together to create a quality improvement concept called Kaizen.

The control limits in the x-bar chart are set so that 95 percent of the values will fall inside the control limits when there is only common cause variation.

Each evening,a nationwide retail chain randomly calls 100 of the customers who came to their store that day to ask whether they were satisfied with the service they had received.The customers respond yes or no.Suppose the company has found over time that 8 percent of the customers are not satisfied (no answers) ,what is the 3-sigma upper and lower control limits for the appropriate control chart?