Ch. 5s and 6

Question 1

To promote sustainability, what supplier selection and performance criteria should be used to evaluate issues with respect to the employees of the suppliers?

Answer 1

OSHA, EPA

Question 2

What are three ways in which society is trying to address the misallocation of resources held in the common?

Answer 2

Moving some of the common to private property, allocation of rights, regulation

Question 3

What term refers to meeting the needs of the present without compromising the ability of future generations to meet their needs?

Answer 3

Sustainability

Question 4

“the standard of something as measured against other things of a similar kind; the degree of excellence of something”

Answer 4

Quality

Question 5

What is the 4 costs associated with quality?

Answer 5

1. External Failure Cost, 2. Internal Failure Cost, 3. Inspection (appraisal) Cost, 4. Prevention Cost.

Question 6

“a disciplined, data-driven approach and methodology for eliminating defects”

Answer 6

Six sigma

Question 7

What are the seven tools of TQM?

Answer 7

Flowcharts, Cause and Effect (Ishikawa/fishbone) Diagrams, Check sheets, Pareto Charts, Histograms, Run Charts, and Control Charts

Question 8

-“a system of management based on the principle that every staff member must be committed to maintaining high standards of work in every aspect of a company’s operations”

Answer 8

Total Quality Management (TQM)

Question 9

What are elements of a successful quality strategy?

Answer 9

► Managing quality supports differentiation, low cost, and response strategies
► Quality helps firms increase sales and reduce costs
► Building a quality organization is a demanding task

Question 10

The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

Answer 10

American Society for Quality

Question 11

A national award that recognizes U.S. organizations in business, health care, education, and nonprofit sectors for performance and quality excellence. It is given to organizations judged to be outstanding in seven areas: leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and business results.

Answer 11

Malcolm Baldrige National Quality Award

Question 12

What award includes “Measurement, Analysis, and Knowledge Management” as a criterion?

Answer 12

Baldrige Award Criterion

Question 13

What two quality catch-phrases is Philip Crosby credited with?

Answer 13

Quality is free, zero defects

Question 14

What type of definition of quality is evident in the statement “Quality lies in the eyes of the beholder”?

Answer 14

User based

Question 15

What type of definition of quality is evident in the statement “Making it right the first time”?

Answer 15

Manufacturing based

Question 16

What are the three broad categories of definitions of quality?

Answer 16

company reputation, product liability, global implications

Question 17

What are the major categories of costs associated with quality?

Answer 17

Prevention, appraisal, internal failure, external failure

Question 18

Which of the four major categories of quality costs is particularly hard to quantify?

Answer 18

External failure

Question 19

The statement “an employee cannot produce products that on average exceed the quality of what the process is capable of producing” expresses a basic philosophy in the writings of which quality expert?

Answer 19

Deming

Question 20

What does the acronym PDCA, developed by Shewhart, stand for?

Answer 20

Plan, Do, Check, Act

Question 21

PDCA is most often applied with regard to which aspect of TQM?

Answer 21

Continuous improvement

Question 22

How many defects per million does a Six Sigma program have?

Answer 22

3.4

Question 23

If 1 million passengers pass through the Kansas City Airport with checked baggage each month, a successful Six Sigma program for baggage handling would result in how many passengers with misplaced luggage?

Answer 23

3.4

Question 24

What does total quality management emphasize?

Answer 24

encompassing the entire organization, from supplier to customer. Commitment by management to have a continuing companywide drive toward excellence in all aspects.

Question 25

What are techniques for building employee empowerment?

Answer 25

Build communication networks that include employees, developing oven and supportive supervisors, moving responsibility from both managers and staff to production employees, building high morale organizations, create formal organization structures such as teams and quality circles

Question 26

What is the term for the process of identifying other organizations that are best at some facet of your operations and then modeling your organization after them?

Answer 26

Benchmarking

Question 27

groups of employees who meet regularly to solve problems. Led by a facilitator, trained in planning, problem solving and statistical methods

Answer 27

Quality Circles

Question 28

What are the costs of dissatisfaction, repair costs, and warranty costs components or elements?

Answer 28

Quality Loss Function

Question 29

What costs are included in a quality loss function?

Answer 29

dissatisfaction, repair costs, and warranty costs

Question 30

What is the Japanese word for the ongoing process of unending or continuous improvement?

Answer 30

Kaizen

Question 31

What are the five steps of the Six Sigma process known by the acronym DMAIC?

Answer 31

Define, Measure, Analyze, Improve, control

Question 32

What steps can be taken to develop benchmarks?

Answer 32

determine what to benchmark, form a benchmark team, id benchmarking partners, collect and analyze benchmarking info, take action to match or exceed the benchmark.

Question 33

Quality control methodology that combines control charts and process control with product and process design to achieve a robust total design. Quality robustness, quality loss function, target-oriented quality

Answer 33

Taguchi method

Question 34

What are the seven major concepts of TQM?

Answer 34

Check sheet, scatter diagram, cause and effect diagram (fish-bone chart), pareto charts, flowchart, histogram, statistical process control chart

Question 35

Pull” system of production scheduling including supply management, allows reducted inventory levels, encourages improved process and product quality

Answer 35

just-in-time (JIT)

Question 36

A mathematical function that id’s all costs connected with poor quality and shows how these costs increase as product quality moves from what the customer wants. L=D(squared)C

Answer 36

quality loss function (QLF)

Question 37

What is a common use of Pareto charts in Quality Management?

Answer 37

a method of organizing errors, problems, or defects to help focus on problem-solving efforts.

Question 38

What are the “four Ms” of a cause-and-effect diagram?

Answer 38

Materials, machinery/equipment, manpower, methods.

Question 39

Run charts are graphs of data over time and are one of the most important tools for assessing the effectiveness of change. Also known as lso known as a run-sequence plot, it is a graph that displays observed data in a time sequence. Often, the data displayed represent some aspect of the output or performance of a manufacturing or other business process.

Answer 39

run chart

Question 40

Among the tools of TQM, what tool is used to aid in understanding the sequence of events/steps through which a product moves in production?

Answer 40

Flowchart