BUS 430 WEEK 10 QUIZ 9

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BUS 430 Week 10 Quiz 9

TRUE/FALSE

        1.     W. Edwards Deming's success in Japan was his ability to teach quality specialists rather than upper management.

        2.     Quality management includes how goods and services are designed, rather than simply how quality is assured during the manufacturing or service delivery process.

        3.     Both consultants and business professionals now agree on a universal definition of quality.

        4.     The most relevant definition of quality for an operations manager is "conformance to specifications."

        5.     "Fitness for use" relates to how well quality meets design targets and tolerances.

MULTIPLE CHOICE

                  1.              Which one of the following statements is false?

2.      The recognized benchmark for Six Sigma implementation is

        3.     Root cause analysis uses all of the following tools and methods except

        4.     The dpmo or epmo for a three-sigma quality level is

5.      In applying Six Sigma to services, the four key measures of performance include all of the following except

SHORT ANSWER

        1.     Discuss different ways of defining quality and how these differ for goods and services.

2.      List the three principles of total quality and why they are important.

        3.     Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they agree and on which they differ.

        4.     The GAP model recognizes five ways to mis-specify and mismanage the creation and delivery of high levels of quality. Describe each of the five problem areas (GAPS).

        5.     Describe the rationale underlying ISO 9000:2000.

PROBLEM

        1.     Each day, a golf resort handles 700 golfers. Each guest encounters 22 "moments of truth" during a typical day. The resort is open seven days a week.  If they receive 12 complaints per week, what is the epmo measure?

        2.     Over the last year, 1,100 oral medications were administered at a health clinic. Quality is measured by the proper amount of dosage and the use of the correct drug. In three (3) instances, the incorrect amount was given, and in two (2) instances, the wrong drug was selected. What is the epmo metric?

        3.     An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items. What is the maximum number of defects that could occur during a year if the process is operating at a six sigma level?

4.      The employees in an insurance company’s mailroom are responsible for sorting and delivering the incoming U.S. mail to the correct departments.  These employees have been receiving numerous complaints that mail is being delivering to the wrong departments.  To better understand these complaints, the mailroom employees recorded the number of these complaints they received each day for the last 20 working days (Monday through Friday for the last 4 weeks).  The data, in the order of the last 20 working days, is given below.

TRUE/FALSE

        1.     Quality control focuses on the design of a good or service to ensure meeting customer expectations.

        2.     It generally costs more to correct an error or defect at the design stage than after it has reached the customer.

        3.     A key element of a control system is the ability to measure performance and compare it to a performance standard.

        4.     “Quality at the source" focuses on supplier quality at the beginning of a value chain.

        5.     In manufacturing, quality control is generally applied at the receiving stage from suppliers, during various production processes, and at the finished goods stage.

MULTIPLE CHOICE

        1.     Common cause variation is

        2.     Which of the following is not a component of a control system?

        3.     In the 1:10:100 Rule, which of the following would be correct?

4.      Quality at the source means that quality is controlled by

        5.     Testing whether a computer boots up the first time is an example of

SHORT ANSWER

        1.     Define and give an example of the three components of any control system.

        2.     Explain and give the significance of the 1:10:100 Rule.

        3.     Define "quality at the source."

        4.     Discuss the three basic quality control practices used in manufacturing.

        5.     Define Statistical Process Control (SPC) and differentiate between common cause and special (or assignable) cause variation.

PROBLEM

        1.     A production process is sampled 24 times with a sample size of 6 yields an overall mean of 25.2 and an average range of 0.8. Determine the control limits for the x-bar and R charts.

        2.     Fifteen samples of size 5 have been taken from a production process. The sum of the sample averages was found to be 92.54 cm while the sum of the ranges was 115.36. Find the values of the center lines for the x-bar and R charts.

        3.     Over several days, 25 samples of 100 items each were tested for electrical resistance. A total of 60 items failed. Determine  and the control limits for a p chart.

        4.     An airline found that on average, 0.62% of the luggage they received from passengers at LAX (Los Angeles Airport) is lost or damaged. On a typical day, 1000 pieces of luggage pass through this airport. The upper control limits for a p chart for monitoring the daily fraction nonconforming?

        5.     Flaws are counted on a standard steel plate (sheet). Each sheet has the exact same dimensions. Ten sheets are selected at random and the number of flaws per sheet is as follows.