Chapter 3

Question 1

Total quality management principles

Answer 1

1. customer satisfaction
   2.employee involvement
   3.continuous improvement
   IT’S ABOUT TEACHING

Question 2

six sigma

Answer 2

involves setting very high standards

Question 3

conformance to specifications

Answer 3

this is what operations managers have control over

Question 4

value

Answer 4

quality measured with reference to price

Question 5

fitness for use

Answer 5

a car that starts every morning

Question 6

support

Answer 6

company’s reputation if there is a problem

Question 7

psychological impressions

Answer 7

your initial impressions

Question 8

continuous improvement

Answer 8

uses problem solving techniques within work teams

Question 9

why are teams key?

Answer 9

kaizen-took american experts to teach them how to be better in quality

Question 10

SPC

Answer 10

statistical process control

Question 11

acceptance sampling

Answer 11

if things are ok then after sampling you can accept the entire lot of incoming materials

Question 12

AQL

Answer 12

acceptance quality level

the quality level desired by the consumer as customer it’s what you will allow from your supplier

Question 13

if it passes

Answer 13

it’s below aql

Question 14

type 1 sample error

Answer 14

producers error
probability of rejecting a good lot (5% risk)
can lower this if you count more

Question 15

type 2 sample error

Answer 15

customers

saying that a lot is good but it’s bad (3% risk)

Question 16

SPC

Answer 16

statistical process control

using stat techniques to determine whether a process is delivering what the customer wants

Question 17

variation of outputs

Answer 17

no two services of products are exactly alike because the processes used to produce them contain many sources of variation, even if the processes are working as intended

Question 18

variables

Answer 18

variables-service or product characteristics that can be measured
can be single or many variables but measurements can be in or more than two states

Question 19

attributes

Answer 19

service or product characteristics that can be quickly counted for acceptable performance
issues can be complex but you just need a yes/no,right/wrong

Question 20

you can convert a variable into an attribute

Answer 20

true

Question 21

the sample mean

Answer 21

is the sum of the observations divided by the total number of observations

Question 22

range

Answer 22

the difference between the largest observation is sample and the smallest

Question 23

standard deviation

Answer 23

square root of the variance of a distribution

Question 24

common cause

Answer 24

purely random, unidentifiable sources of variation that are unavoidable with the current process

Question 25

assignable cause

Answer 25

any variation-causing factors that can be identified and eliminated

Question 26

control chart

Answer 26

time-based chart that is used to determine whether observed variations are abnormal (our of control or in control)
-they have a center, upper, and lower line

Question 27

Steps for using a control chart

Answer 27

1. take a random sample from the process and calc a variable or attribute performance measure
2. if a statistic falls outside the chart’s control limits or exhibits unusual behavior, look for an assignable cause
3. eliminate the cause
4. repeat

Question 28

r chart (variable)

Answer 28

measure the variability of a process

Question 29

x bar chart (variable)

Answer 29

measures whether the process is generating output, on average, consistent with a target value

Question 30

p chart (attribute)

Answer 30

proportion of defective services or products generated by the process

Question 31

c-chart (attribute)

Answer 31

number of defects when more than one defect can be present in a service or product

Question 32

m

Answer 32

number of samples

Question 33

n

Answer 33

number within the (m) samples

Question 34

steps to compute control charts

Answer 34

1. collect data (20-25 samples)
2. compute the range
3. determine r-chart control limit (table)
4. plot the sample ranges. if all are in control, proceed to step 5
5. calc x-bar for each sample and determine the central line of the chart (x double bar)

Question 35

if standard deviation of process if known

Answer 35

another form of the x-bar chart can be used