BUS 430 Week 10 Quiz 9
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<strong>BUS</strong> <strong>430</strong> <strong>Week</strong> <strong>10</strong> <strong>Quiz</strong> 9<br />
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<strong>BUS</strong> <strong>430</strong> <strong>Week</strong> <strong>10</strong> <strong>Quiz</strong> 9<br />
TRUE/FALSE<br />
1. W. Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper<br />
management.<br />
2. Quality management includes how goods and services are designed, rather than simply how quality<br />
is assured during the manufacturing or service delivery process.<br />
3. Both consultants and business professionals now agree on a universal definition of quality.<br />
4. The most relevant definition of quality for an operations manager is "conformance to specifications."<br />
5. "Fitness for use" relates to how well quality meets design targets and tolerances.<br />
MULTIPLE CHOICE<br />
1. Which one of the following statements is false?<br />
2. The recognized benchmark for Six Sigma implementation is<br />
3. Root cause analysis uses all of the following tools and methods except<br />
4. The dpmo or epmo for a three-sigma quality level is<br />
5. In applying Six Sigma to services, the four key measures of performance include all of the<br />
followingexcept<br />
SHORT ANSWER<br />
1. Discuss different ways of defining quality and how these differ for goods and services.<br />
2. List the three principles of total quality and why they are important.<br />
3. Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they<br />
agree and on which they differ.<br />
4. The GAP model recognizes five ways to mis-specify and mismanage the creation and delivery of<br />
high levels of quality. Describe each of the five problem areas (GAPS).<br />
5. Describe the rationale underlying ISO 9000:2000.<br />
PROBLEM<br />
1. Each day, a golf resort handles 700 golfers. Each guest encounters 22 "moments of truth" during a<br />
typical day. The resort is open seven days a week. If they receive 12 complaints per week, what is the epmo<br />
measure?<br />
2. Over the last year, 1,<strong>10</strong>0 oral medications were administered at a health clinic. Quality is measured<br />
by the proper amount of dosage and the use of the correct drug. In three (3) instances, the incorrect amount<br />
was given, and in two (2) instances, the wrong drug was selected. What is the epmo metric?<br />
3. An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items.<br />
What is the maximum number of defects that could occur during a year if the process is operating at a six<br />
sigma level?<br />
4. The employees in an insurance company’s mailroom are responsible for sorting and delivering the<br />
incoming U.S. mail to the correct departments. These employees have been receiving numerous complaints<br />
that mail is being delivering to the wrong departments. To better understand these complaints, the mailroom<br />
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<br />
below.<br />
TRUE/FALSE<br />
1. Quality control focuses on the design of a good or service to ensure meeting customer expectations.<br />
2. It generally costs more to correct an error or defect at the design stage than after it has reached the<br />
customer.<br />
3. A key element of a control system is the ability to measure performance and compare it to a<br />
performance standard.<br />
4. “Quality at the source" focuses on supplier quality at the beginning of a value chain.<br />
5. In manufacturing, quality control is generally applied at the receiving stage from suppliers, during<br />
various production processes, and at the finished goods stage.<br />
MULTIPLE CHOICE<br />
1. Common cause variation is<br />
2. Which of the following is not a component of a control system?<br />
3. In the 1:<strong>10</strong>:<strong>10</strong>0 Rule, which of the following would be correct?<br />
4. Quality at the source means that quality is controlled by<br />
5. Testing whether a computer boots up the first time is an example of<br />
SHORT ANSWER<br />
1. Define and give an example of the three components of any control system.<br />
2. Explain and give the significance of the 1:<strong>10</strong>:<strong>10</strong>0 Rule.<br />
3. Define "quality at the source."<br />
4. Discuss the three basic quality control practices used in manufacturing.<br />
5. Define Statistical Process Control (SPC) and differentiate between common cause and special (or<br />
assignable) cause variation.<br />
PROBLEM<br />
1. A production process is sampled 24 times with a sample size of 6 yields an overall mean of 25.2 and<br />
an average range of 0.8. Determine the control limits for the x-bar and R charts.<br />
2. Fifteen samples of size 5 have been taken from a production process. The sum of the sample<br />
averages was found to be 92.54 cm while the sum of the ranges was 115.36. Find the values of the center<br />
lines for the x-bar and R charts.<br />
3. Over several days, 25 samples of <strong>10</strong>0 items each were tested for electrical resistance. A total of 60<br />
items failed. Determine and the control limits for a p chart.<br />
4. An airline found that on average, 0.62% of the luggage they received from passengers at LAX<br />
(Los Angeles Airport) is lost or damaged. On a typical day, <strong>10</strong>00 pieces of luggage pass through this airport.<br />
The upper control limits for a p chart for monitoring the daily fraction nonconforming?<br />
5. Flaws are counted on a standard steel plate (sheet). Each sheet has the exact same dimensions.<br />
Ten sheets are selected at random and the number of flaws per sheet is as follows.