Chapters 8-11

Question 1

Which of the following statements is common to all root-cause analysis techniques?
A. Needs data to validate a true root cause
B. Needs a solid definition of the problem
C. Needs to apply a team approach to the problem
D. All of the above

Answer 1

D. All of the above

Question 2

According to the definitions in the text, the term “Expectation” means:
A. The monthly production target of the facility
B. The belief that, if a product has good quality, you would expect it to be purchased
C. The desires of the customer that might not prevent the product from working as intended but would cause dissatisfaction if not met
D. None of the above

Answer 2

C. The desires of the customer that might not prevent the product from working as intended but would cause dissatisfaction if not met

Question 3

According to our textbook, a "green belt" is a team member on a "Six Sigma team that has training in the basic quality improvement tools. Therefore, according to our text, what is the title of the team leader?
A. Champion
B. Black Belt
C. Brown Belt
D. Master

Answer 3

B. Black Belt

Question 4

Which of the following list the “four stages of team development” IN THE PROPER ORDER?
A. Storming, Forming, Norming, Performing
B. Storming, Norming, Forming, Performing
C. Forming, Norming, Storming, Performing
D. Forming, Storming, Norming, Performing

Answer 4

D. Forming, Storming, Norming, Performing

Question 5

ISO 9001 is a(n)
A. international standard for environmental management
B. international standard for quality involvement
C. international standard for quality improvement
D. None of the above

Answer 5

C. international standard for quality improvement

Question 6

When a customer insists that products purchased from a vendor MUST weigh 2.50 pounds +/- 0.005 pounds, this is referred to as a customer:
A. requirement
B. expectation
C. need
D. specification

Answer 6

D. specification

Question 7

Teams are used in the process industry to accomplish which of the following objectives:
A. solve specific problems
B. perform ongoing work
C. carry out specific projects
D. A&C only
E. A, B, & C

Answer 7

E. A, B, & C

Question 8

PDCA cycle, as we learned in an earlier chapter, is a tool to help a team solve a problem. Therefore, after a team has reached consensus on a "root cause," which letter in PDCA would be the next logical step?
A. P
B. C
C. D
D. A

Answer 8

C. D

Question 9

If the person or organization that receives your process output does not pay you for your product, we call them a(n):
A. Cheapskate
B. External Customer
C. Internal Customer
D. Dissatisfied Customer

Answer 9

C. Internal Customer

Question 10

Our textbook lists, in Table 10-1, comparative values for Cpk values. These Cpk values relate to a certain sigma value, a percent passing rate, and a percent defect rate. As discussed in my lecture, most customers require a 4α value which relates to a 99.9937% passing rate and a defect rate of 63ppm. What is the appropriate Cpk value?
A. 0.66
B. 1.50
C. 1.67
D. 1.33

Answer 10

D. 1.33

Question 11

The term synergy, as defined in our text, means:
A. The phenomenon in which the effect of the largest source of error is greater than the total error of the remaining sources.
B. The phenomenon in which the total effect of a whole is greater than the sum of its individual parts.
C. The phenomenon in which the partial effect of the largest source of error is equal to the sum of the remaining sources of error.
D. The phenomenon in which the total effect of the individual is greater than the effect of the whole.

Answer 11

B. The phenomenon in which the total effect of a whole is greater than the sum of its individual parts.

Question 12

ISO standards have topics called "key quality elements." For ISO 9001, I listed four elements that are very important to "get right." I indicated that \_\_\_\_ was the most important element to consistently "get right."
A. Training
B. Documentation
C. Design and Development
D. None of the above

Answer 12

B. Documentation

Question 13

You have a customer that has some very tight specifications for the product you sell. From the following list, circle the statement that is clearly one of the customer’s specifications.
A. The product shipments must arrive on time
B. The product Certificates of Analysis C of As) must arrive with the shipments
C. The product must weigh 2.55 pounds +/-0.05 pounds
D. The products must be stacked neatly on each pallet.

Answer 13

C. The product must weigh 2.55 pounds +/-0.05 pounds

Question 14

For Six Sigma process to work, which of the following steps must occur for a successful result?
A. The sale force must be properly conditioned to service each customer equally
B. Upper management must champion the cause - not just support it
C. Top down deployment is an absolute must
D. A&C
E. B&C

Answer 14

E. B&C

Question 15

Chapter 11 discusses the importance of teams. According to our textbook, teams need a “team leader.” From the following list, identify two other important roles.
A. The sargent-at-arms & the president
B. The recorder & the treasurer
C. The recorder & the facilitator
D. None of the above

Answer 15

C. The recorder & the facilitator

Question 16

According to our textbook, a "management system" is \_\_\_\_\_ of activities, usually but not always documented, that are intended to ensure that products and services meet specified needs.
A. Book
B. List
C. Record
D. Collection

Answer 16

D. Collection

Question 17

Chapter 9 discusses customer quality. The text discusses the importance of customer service. Which of the following statements best represents the belief of the author's, relative to customer service?
A. A good customer always expects that they will receive the best pricing
B. Best-in-class companies believe that if you take care of your customer first, profits will follow
C. Companies that consistently make short-term decisions to increase profits each quarter will always maintain a solid customer base
D. A good customer realizes that a product quality complaint must only be used a a last resort.

Answer 17

B. Best-in-class companies believe that if you take care of your customer first, profits will follow

Question 18

One of the steps used in every Six Sigma process involves analyzing your data. From the following list, which is NOT one of the methods employed.
A. Analyzing the data
B. Validating the causes
C. Brainstorming potential causes
D. Correcting procedures

Answer 18

D. Correcting procedures

Question 19

The textbook lists 5 ground rules that are/have been used by successful teams. Pick out one or more rules from the following list that match the ones listed in the text.
A. Honor cost commitments
B. No surprise meetings
C. Respect each other
D. Pass out a documented agenda at each meeting
E. All of the above
F. B&C
G. A&D

Answer 19

F. B&C

Question 20

ISO 9001 and ISO 14001 require good documentation. Identify two additional common elements.
A. Control of monitoring a measurement of the process
B. Competence, Training, and Awareness
C. Environmental Policy
D. Customer Related Processes
E. All
F. A&B
G. A&D

Answer 20

F. A&B

Question 21

SPC, defined in Chapter 9, means:
A. Supplier - Process - Control
B. Statistical - Process - Control
C. Supplier - Product - Customer
D. Supplier - Process - Customer

Answer 21

D. Supplier - Process - Customer

Question 22

Which of these is NOT a stage of Six Sigma?
A. Analyze
B. Measure
C. Design
D. Control

Answer 22

C. Design

Question 23

The team development stage that allows the team members to "get the job done" is called:
A. Storming
B. Performing
C. Norming
D. None of the above

Answer 23

B. Performing

Question 24

A review of the management system to see whether the management system is effectively implemented is the definition of:
A. A management system
B. A regulatory inspection
C. An audit
D. An investigation

Answer 24

C. An audit

Question 25

ISO is the acronym for:
A. International Standards Organization
B. Internal Standards Organization
C. Impartial Standards Organization
D. None of the Above

Answer 25

A. International Standards Organization

Question 26

If my company strives for 100% of our products to be sold, this is good quality. Y/N

Answer 26

NO

Question 27

Internal customers are just as \_\_\_\_ as external customers and should be treated the same.
A. Volatile
B. Important
C. Demanding
E. Pampered

Answer 27

B. Important

Question 28

The highest level of quality measured by the Six Sigma process identifies a Cpk value of: 
A. 1.0
B. 2.0
C. 3.0
D. 4.0

Answer 28

B. 2.0

Question 29

Which of the following is an easy way to remember the definition of synergy?
A. 1+1+1=3
B. 1+1+1>3
C. 1+1+1<3

Answer 29

B. 1+1+1>3

Question 30

Which of the following would not be reviewed during a quality audit?
A. Raw material certificates of analysis (C of A)
B. Process records
C. Testing equipment calibration records
D. Environmental records

Answer 30

D. Environmental records

Question 31

As a process operator, would you expect to have direct contact with an external customer? Y/N. If yes, which of the following items would you NOT do in preparing to meet with an external customer?
A. Clean up your area
B. Find out as much as you can about the customer’s product so you can be prepared to answer questions
C. Review your company’s policy relative to release of proprietary information
D. Call in sick so someone else will have to meet with the customer.

Answer 31

D. Call in sick so someone else will have to meet with the customer.

Question 32

The term Cpk, as used in Chapter 10 Six Sigma, represents the capability of a process that includes \_\_\_\_ cause data.
A. Special
B. Variable
C. Common
D. Primary

Answer 32

C. Common

Question 33

DMAIC

Answer 33

Define
Measure
Analyze
Improve 
Control

Question 34

FSNP

Answer 34

Forming
Storming
Norming
Performing