Ch. 6 and 6s Flashcards
A production manager at a pottery factory has noticed that about 70 percent of defects result from impurities in raw materials, 15 percent result from human error, 10 percent from machine malfunctions, and 5 percent from a variety of other causes. This manager is most likely using what quality tool?
Pareto charts
A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. Her approach is most closely related to what tool of TQM?
Check Sheet
If a sample of parts is measured and the mean of the measurements is outside the control limits, what would you conclude about the process?
that it is out of control
If a quality circle holds a brainstorming session and attempts to identify the factors responsible for flaws in a product. What tool would you suggest the team use to organize their findings?
Cause and Effects/ Fish-bone chart
When sample measurements fall inside the control limits, what does that mean?
The process is in control
What is the goal of inspection?
To check and see if an item is good or defective
What are typical inspection points?
Supplier’s plant, at your facility upon receipt of goods from the supplier, before costely or irreversible processes, during step-by-step production process, when production or service is complete, before delivery to your customer, at point of customer contact
What is the meaning of the Japanese term poka-yoke?
foolproof
What type of poka-yoke lists the steps needed to ensure consistency and completeness in a task?
Checklists
What term refers to training and empowering frontline workers to solve a problem immediately?
employee empowerment
A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson’s ability to explain the car’s features, the salesperson’s friendliness, and the dealer’s honesty. The dealership should be ESPECIALLY concerned with which determinants of service quality?
Credibility, responsiveness, understanding/knowing
Which of the determinants of service quality involves having the customer’s best interests at heart?
Communication, understanding/knowing
Which of the determinants of service quality involves performing the service right the first time?
Reliability, Competence, credibility, security
What are the ten determinants of service quality?
Reliability, competence, credibility, security, responsiveness, access, courtesy, understanding/knowing, tangibles
parts of the process of delivering a service
service specifications
What is the purpose of process control?
Ensuring a process is predictable, stable, and consistently operating at the target level of performance
What two parameters generally describe a normal distribution?
Consistent, and predictable
When is a process said to be in statistical control?
When the distribution of outputs falls within acceptable limits
What type of control chart is appropriate to plot the number of flaws in a bolt of fabric?
c-chart
If a sample of items is taken and the mean of the sample is outside the control limits, what would you conclude about the process?
that it is out of control
What are the causes of variation in statistical process control?
Common(natural), special(assignable)
a variation in the production process that can be traced to specific causes
assignable cause
What is the purpose of an x-bar chart?
tells us whether changes have occurred in the central tendency (mean) of the process
What type of control chart should be used to examine the number of defects/errors after cleaning hotel rooms (sheets not straight, smears on mirror, missed debris on carpet, etc)?
C-chart
What type of control chart should be used to examine the number of late insurance claim payouts per 100?
P-chart
What do statistical process control charts display?
shows historical data to help distinguish between natural variations and variations due to assignable causes
What is the general or common purpose of an R-chart?
Indicates gain or loss of dispersion
To set x-bar chart upper and lower control limits, one must know the process center line, what is the process center line?
Mean
What is the statistical process chart used to control the number of defects per unit of output?
C-Chart
What type of quality control chart indicates when changes occur in the central tendency of a production process?
xbar chart
What does the Cpk index measures?
An index that indicates if a process is capable of meeting the specifications. It shows “potential” capability. The Cpk index measures the difference between desired and actual dimensions of goods or services produced.
What is the difference between the process capability ratio Cp and the process capability index Cpk?
Cp= Process Capability is a simple indicator of process capability. Cp is a process index that describes variation relative to the tolerances or specifications.
Acceptance sampling is the process of deciding whether or not a lot is rejected based on a sample of the shipment. It is a form of quality testing used for incoming materials or finished goods.
acceptance sampling
What is Producer’s risk related to acceptance sampling?
Producer’s risk is probability of rejecting a good lot when the fraction defective is at or above the acceptable quality level.
In acceptance sampling, when does a Type I error occur?
The error occurs when one detects an effect that is not present, in acceptance sampling detecting a bad lot when it is in fact a good lot. The error of false negatives.
