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Exam 15: Quality Management

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Question 31

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Explain the four components of the cost of quality.

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Quality costs can be organized in the fo...

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Question 32

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The Gap Model helps managers to link quality management practices within the value chain to customer expectations.

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Question 33

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ISO 9000 is mainly used in the United States.

The recognized benchmark for Six Sigma implementation is

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

In Six Sigma terminology, a defect is any mistake or error that is passed on to the customer.

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

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

Using color coded wires to reduce mistakes associated with assembling complex electronic products is an example of poka-yoke.

Describe the rationale underlying ISO 9000:2000.

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

The GAP model recognizes five ways to mis-specify and mismanage the creation and delivery of high levels of quality. Describe each of the five problem areas (GAPS).

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

The employees in an insurance company's mailroom are responsible for sorting and delivering the incoming U.S. mail to the correct departments. These employees have been receiving numerous complaints that mail is being delivering to the wrong departments. To better understand these complaints, the mailroom employees recorded the number of these complaints they received each day for the last 20 working days Monday through Friday for the last 4 weeks). The data, in the order of the last 20 working days, is given below. $\begin{array}{lr|ll|ll|l}\underline{\text { Week } 1}&&\underline{\text { Week } 2}&&\underline{\text { Week } 3}&&\underline{\text { Week } 4}\\\text { Monday } & 13 & \text { Monday } & 12 & \text { Monday } & 12 & \text { Monday } &12\\\text { Tuesday } & 5 & \text { Tuesday } & 6 & \text { Tuesday } & 5 & \text { Tuesday }&4 \\\text { Wednesday } & 14 & \text { Wednesday } & 12 & \text { Wednesday } & 12 & \text { Wednesday }&9 \\\text { Thursday } & 11 & \text { Thursday } & 11 & \text { Thursday } & 9 & \text { Thursday }&15 \\\text { Friday } & 9 & \text { Friday } & 15 & \text { Friday } & 10 & \text { Friday }&9\end{array}$ Plot these data on a run chart. What conclusion can you make about the number of complaints received over the last 4 weeks?

To get top management's attention about quality issues, it is useful to measure quality in monetary terms rather than from the operational perspective on the number of defects and nonconformances.

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

Six Sigma quality is based on a statistical measure that seeks to achieve at most 3.4 errors or defects per million opportunities.

Zero defects is achieved by identifying defects in production processes and fixing them.

The dpmo or epmo for a three-sigma quality level is

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out.