Chapters 8-11 Flashcards
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
D. All of the above
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
C. The desires of the customer that might not prevent the product from working as intended but would cause dissatisfaction if not met
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
B. Black Belt
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
D. Forming, Storming, Norming, Performing
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
C. international standard for quality improvement
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
D. specification
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
E. A, B, & C
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
C. D
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
C. Internal Customer
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
D. 1.33
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.
B. The phenomenon in which the total effect of a whole is greater than the sum of its individual parts.
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
B. Documentation
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.
C. The product must weigh 2.55 pounds +/-0.05 pounds
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
E. B&C
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
C. The recorder & the facilitator
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
D. Collection
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.
B. Best-in-class companies believe that if you take care of your customer first, profits will follow
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
D. Correcting procedures
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
F. B&C
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
F. A&B
SPC, defined in Chapter 9, means: A. Supplier - Process - Control B. Statistical - Process - Control C. Supplier - Product - Customer D. Supplier - Process - Customer
D. Supplier - Process - Customer
Which of these is NOT a stage of Six Sigma? A. Analyze B. Measure C. Design D. Control
C. Design
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
B. Performing
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
C. An audit
ISO is the acronym for: A. International Standards Organization B. Internal Standards Organization C. Impartial Standards Organization D. None of the Above
A. International Standards Organization
If my company strives for 100% of our products to be sold, this is good quality. Y/N
NO
Internal customers are just as \_\_\_\_ as external customers and should be treated the same. A. Volatile B. Important C. Demanding E. Pampered
B. Important
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
B. 2.0
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
B. 1+1+1>3
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
D. Environmental records
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.
D. Call in sick so someone else will have to meet with the customer.
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
C. Common
DMAIC
Define Measure Analyze Improve Control
FSNP
Forming
Storming
Norming
Performing
