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Exam 15: Quality Management

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Question 21

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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

E) None of the above
F) A) and D)

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Question 22

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In the define phase of the Six Sigma DMAIC problem-solving approach, teams identify critical to quality (CTQs) characteristics considered by the customer to have the most impact on quality.

A) True
B) False

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Question 23

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ISO 9000 definition of quality system standards is based on the premise that certain generic characteristics of management practice can be standardized and that a well-designed, well-implemented and carefully managed quality system provides confidence that the outputs will meet customer expectations and requirements.

A control chart is quality-control jargon for an ordinary run chart that plots data over time.

All of the following are components of the GAP model except

A Pareto diagram helps to understand the relationships between two variables and to verify possible cause and effect hypotheses.

The Deming philosophy focuses on bringing about improvements in product and service quality by reducing uncertainty and variability in goods and services design and associated processes.

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

Over the last year, 1,100 oral medications were administered at a health clinic.Quality is measured by the proper amount of dosage and the use of the correct drug.In three (3) instances, the incorrect amount was given, and in two (2) instances, the wrong drug was selected.What is the epmo metric?

Performance standards in services are analogous to manufacturing specifications.

Define Six Sigma and explain the key concepts used to implement a Six Sigma quality initiative.

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.

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

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

Explain the four components of the cost of quality.

The recognized benchmark for Six Sigma implementation is

An airline performed 4000 preflight inspections during one month.Each inspection checks 50 items.What is the maximum number of defects that could occur during a year if the process is operating at a six sigma level?

ISO 9000 is mainly used in the United States.

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

The seven QC tools are designed to be simple so that workers at all levels can use them.