TQM

TEST CHAPTER FIVE  1. One common definition of quality is , which focuses on measuring how well the product or service meets targets and tolerances determined by its designers. a) Fitness for use b) Value for price paid c) Technical perception d) Judgmental evaluation e) Conformance to specifications Section Ref: Defining Quality

2. The definition of quality that involves the product functioning as expected without failure is a) Performance b) Conformance c) Reliabili ty  d) Standardization e) Endurance Section Ref: Defining Quality

3. Which of the following specifically relates to Service Organization dimensions of quality? a) conformance to specifications b) atmosphere c) durability d) features e) serviceability Section Ref: Defining Quality

4. In six-sigma the level of defects is reduced to approximately a) 0 b) 1.4 parts per million c) 2.4 parts per million d) 3.4 parts per million e) 4.4 parts per million Section Ref: Defining Quality

5. The expected operational life of a product is called its _________________. _________________. a) conformance b) reliability c) performance d) durability  e) serviceability Section Ref: Defining Quality

6. Quality has gained such prominence because organizations a) are following the latest management fad b) have found a low cost process to keep some employees busy c) have identified an employee perk, membership in quality circles d) understand it is minimal cost and something to do e) have gained an understanding of the high cost of poor quality  Section Ref: Cost of Quality

7. During World War II, quality a) Meant inspecting products to ensure that they met specifications b) Encompassed the entire organization c) Was defined as it had been for more than 100 years d) Became customer driven e) Became more statistical in nature Section Ref: The Evolution of Total Quality Management (TQM)

8. TQM is designed to build quality into the product and process design. a) Reactive b) Proactive c) Strategic d) Competitive e) Standardized Section Ref: The Evolution of Total Quality Management (TQM)

9. Not only does TQM encompass the entire organization but it a) stresses quality is supplier driven b) stresses quality is vendor driven c) stresses quality is customer driven d) stresses the need for ISO 9000 compliance e) stressed the need to be µgreen¶  Section Ref: The Philosophy of TQM

10. Which of the following is not characteristic of TQM? a) Inspecting products after they have been made b) Identifying and correcting the root causes of quality problems c) Encompasses the entire organization d) Attempts to embed quality in every aspect of the organization e) Concerned with technical aspects of quality Section Ref: The Philosophy of TQM

11. The Japanese term for continuous improvement is a) Poka-yoke b) Kaizen c) Kanban d) Muda e) Automation Section Ref: The Philosophy of TQM

12. Giving workers responsibility for seeking out quality problems and correcting them is a) Continuous improvement b) Passing the buck c) Brainstorming d) Employee empowerment  e) Employee involvement Section Ref: The Philosophy of TQM

13. Employees of the organization who receive goods or services from others in the company are a) Internal customers b) Ultimate customers c) Downstream customers d) Operators e) External customers Section Ref: The Philosophy of TQM

14. Proper training of employees in the understanding of quality tools includes all of the following except a) How to correct problems b) How to assess quality c) How to develop new quality tools d) How to use quality control tools e) How to interpret findings Section Ref: The Philosophy of TQM

15. TQM team meetings take place a) After work b) During lunch breaks c) When the boss calls them d) When all the other work is finished e) During time in the workday set aside for them Section Ref: The Philosophy of TQM

16. A quality circle is a) An approach for the use of control charts b) An award for quality improvements c) An inspection stamp found on meat d)  A team of volunteer production employees and their supervisors who meet regularly to solve quality problems e) A symbol used on flow charts Section Ref: The Philosophy of TQM

17. Studying business practices of companies considered ³best in class´ is called a) Pairwise comparison b) Benchmarking c) Competition d) Dreamscaping e) Discouraging Section Ref: The Philosophy of TQM

18. When using SPC if you plot the variable of interest against a timeline you are using a) scatter diagrams b) control charts c) fishbone diagrams

d) pareto charts e) flow charts Section Ref: The Philosophy of TQM

19. Which of the following is not an important cost of poor quality? a) Product recalls b) Litigation resulting from product liability issues c) Loss of business d) Overhead  e) Dissatisfied customers Section Ref: Cost of Quality

20. Quality planning, employee training in quality measurement, and cost of maintaining records of information and data related to quality are costs. a) Internal failure b) External failure c) Appraisal d) Prevention e) Replacement Section Ref: Cost of Quality

21. Costs of quality inspections, testing, test equipment, and labs are examples of  a) Internal failure b) External failure c) Appraisal d) Prevention e) Replacement Section Ref: Cost of Quality

costs.

22. Machine downtime due to failures in the process, scrap, and rework are examples of  costs. a) Internal failure b) External failure c) Appraisal d) Prevention e) Replacement Section Ref: Cost of Quality

23. External failure costs include a) Scrap b) Litigation costs resulting from product liability issues c) Rework d) Quality inspections e) Employee training Section Ref: Cost of Quality

24 . Warranty claims, customer complaints, and costs of litigation are examples of  a) Internal failure

costs.

b) External failure c) Appraisal d) Prevention e) Replacement Section Ref: Cost of Quality

25. The plan-do-check-act cycle is often called the a) TQM activity approach b) Deming wheel  c) Continuous improvement cycle d) Quality circle e) Action wheel Section Ref: The Philosophy of TQM

26. In the plan-do-study-act cycle, what is studied? a) The plans made in the plan step b) The previous action plan c) The data collected in the do step d) The evaluation of the current process e) Procedure documentation Section Ref: The Philosophy of TQM

27. A useful tool for translating customers¶ everyday language into specific technical requirements is a) Quality function deployment  b) Quality circles c) Quality of design d) Scatter diagrams e) Cause-and-effect diagrams Section Ref: The Philosophy of TQM

28. Quality function deployment begins by a) Translating scores into specific product characteristics b) Evaluating how the product compares with its major competitors c) Setting specific goals to address the specified problems d) Identifying important customer requirements e) Numerically scoring customer requirements based on their importance Section Ref: The Philosophy of TQM

29. In using quality function deployment, what features customers want in the product. a) Interviewing the company sales force b) Analyzing the changes in features historically c) Asking top management d) Talking to process engineers e) Conducting focus groups Section Ref: The Philosophy of TQM

is one way to find out precisely

30. The important thing in quality function deployment competitive evaluation is a) To evaluate the financial strength of competitors b) To identify customer requirements that should be pursued and how we fare relative to our  competitors c) Speed of introduction d) The number of competitors e) Knowing our product well Section Ref: The Philosophy of TQM

31. The strength of the relationship between customer requirements and product characteristics is shown in the matrix. a) Trade-off  b) Product c) Relationship d) Strength e) Inverse Section Ref: The Philosophy of TQM

32. The last step in constructing the house of quality includes a) Determining how to advertise b) Setting targets for our own product  c) Determining how to attack our competitors¶ products d) Designing the product e) Comparing results with past sales Section Ref: The Philosophy of TQM

33. One common name for TQM based team work is: a) quality department b) quality support group c) quality circle d) quality team e) team one Section Ref: The Philosophy of TQM

34. What quality control tool resembles a "fishbone?" a) Checklists b) Scatter diagrams c) Pareto analysis d) Cause- and -effect diagrams e) Flowcharts Section Ref: The Philosophy of TQM

35. Cause-and-effect diagrams are often called a) Checklists b) Scatter diagrams c) Pareto analysis d) Fi shbone diagrams e) Histograms Section Ref: The Philosophy of TQM

36. For a cause-and-effect diagram, causes could be related to all of the following except a)  Analysis b) Materials c) Measurements d) Machines e) Workers Section Ref: The Philosophy of TQM

37. What is a schematic diagram of the sequence of steps involved in an operation or process? a) Checklist b) Control chart c) Scatter diagram d) Flow chart  e) Process chart Section Ref: The Philosophy of TQM

38. What tool is useful in helping everyone develop a clear picture of how an operation or process works? a) Control chart b) Pareto analysis c) Checklist d) Flowchart  e) Scatter diagram Section Ref: The Philosophy of TQM

39. A checklist is a list of common defects and a) Number of occurrences b) Relative importance c) Attributes d) Costs e) Visibility Section Ref: The Philosophy of TQM

of these defects.

40 Checklists can also be used to focus on? a) replacement costs b) design documentation c) time dimension d) upper control limits e) histogram Section Ref: The Philosophy of TQM

41. For control control? a) A measured b) A measured c) A measured d) A measured

charts, which of the following situations means that the process is not in observation observation observation observation

is is is is

above the LCL below the UCL above the center line below the center line

e)  A measured observation is above the UCL Section Ref: The Philosophy of TQM

42. Scatter diagrams are particularly useful in detecting the amount of  the degree of linear relationship, between two variables. a) Correlation b) Heteroscedasticity c) Agreement d) Disagreement e) Causality Section Ref: The Philosophy of TQM

, or

43. analysis is a technique used to identify quality problems based on their degree of  importance. a) Deming b) Pareto c) Davis d) Crosby e) Juran Section Ref: The Philosophy of TQM

44. A chart showing the number of defects that result from different causes would be used in: a) Pareto analysis b) Flowcharts c) Cause-and-effect diagrams d) Benchmarking e) Control charts Section Ref: The Philosophy of TQM

45. A shows the frequency distribution of observed values of a variable. a) Scatter diagram b) Control chart c) Histogram d) Flow chart e) Process chart Section Ref: The Philosophy of TQM

46. If the derived scatter diagram shows a non-linear but scattered relationship it indicates that a) there is a direct correlation between the two variables. b) the two variables¶ data was gathered at different times c) a third variable needs to be added to the evaluation d) there is no direct correlation between the two variables e) you are using the wrong SPC chart Section Ref: The Philosophy of TQM

47. Quality at the source is the belief that it is far better to _______ quality problems and  _____ them than to discard defective items after production.

a) uncover the person generating, fire b) uncover the source of, correct  c) discover new methods of , implement d) discover new processes of, implement e) allow returns of, fix Section Ref: The Philosophy of TQM

48. The Baldrige Award is intended to a) Demonstrate that American companies are better than their foreign competitors b) Certify suppliers c) Reward and stimulate quality initiatives d) Focus national attention on manufacturing e) Add structure to TQM Section Ref: Quality Awards and Standards

49. To compete for the Baldrige Award, companies must a) Be nominated by their senator b) Submit a lengthy application c) Use e-mail regularly d) Use statistical process control e) Be a Fortune-500 company Section Ref: Quality Awards and Standards

50. The Malcolm Baldrige Award criteria include categories for all of the following except a) Leadership b) Process management c) Product design d) Customer and market focus e) Business results Section Ref: Quality Awards and Standards

51. The Malcolm Baldrige Award criteria category that includes commitment by top management is a) Leadership b) Strategic planning c) Process management d) Business results e) Information and analysis Section Ref: Quality Awards and Standards

52. Which of the Malcolm Baldrige Award criteria is allocated the most points? a) leadership b) information and analysis c) human resource focus d) process management e) business results Section Ref: Quality Awards and Standards

53. Where is the Deming prize awarded? a) U.S. b)  Japa n c) England d) Germany e) Canada Section Ref: Quality Awards and Standards

54. The Union of Japanese Scientists and Engineers named its quality award after: a) Genichi Taguchi b) Kaoru Ishikawa c) Joe Juran d) Phillip Crosby e) W. Edwards Deming Section Ref: Quality Awards and Standards

55. What was the first US company to receive the Deming Prize? a) IBM b) Microsoft c) Wal-Mart d) AT&T e) Florida Power & Light  Section Ref: Quality Awards and Standards

56. The Malcolm Baldrige Award criteria category that includes the use of tools such as market surveys and focus groups is a) Leadership b) Strategic planning c) Customer and market focus d) Business results e) Information and analysis Section Ref: Quality Awards and Standards

57. The Malcolm Baldrige Award criteria category that includes continuous improvement programs, employee training, and functioning of teams is a) Leadership b) Strategic planning c) Information and analysis d) Human resource development and m anagement  e) Business results Section Ref: Quality Awards and Standards

58. The Malcolm Baldrige Award criteria category of business results does not include a) Percentage of defective items b) Progressive improvement over time c) Financial measures d) Marketing measures e) O ne-time only improvements

Section Ref: Quality Awards and Standards

59. If suppliers meet preset quality standards, materials a) will need minimal arrival inspections b) will still require full arrival inspections c) will be package in special approved containers d) do not have to be inspection upon arrival  e) will be paid for at a premium cost Section Ref: The Philosophy of TQM

60. The purpose of the International Organization for Standardization is to a) Certify all suppliers worldwide b) Establish international quality standards c) Spread European standards worldwide d) Certify products e) Streamline documentation Section Ref: Quality Awards and Standards

61. ISO 9000 is a) An award for quality given annually by the U.S. Government b) An approach to quality management that was developed in Japan by Deming c)  A set of international quality standards and a certification process for companies d) An approach for managing self-directed teams e) An approach for product design Section Ref: Quality Awards and Standards

62. Which of the following is not necessary for receiving ISO 9000 certification? a) Products meet customer requirements b) Documentation of methods used to monitor quality c) Documentation of methods and frequency of worker training d) Documentation of statistical process control tools used e) An audit by an ISO 9000 examiner Section Ref: Quality Awards and Standards

63. Increases in international trade during the 1980s created a need for the development of   ____________ standards of quality. a) universal  b) country-specific c) lower d) metric e) bilingual Section Ref: Quality Awards and Standards

64. What are the most widely used ISO standards? a) IS O 9000, IS O 9001, and IS O 9004 b) ISO 9000, ISO 90 01, and ISO 9002 c) ISO 9000, ISO 9010, and ISO 9100 d) ISO 9001, ISO 9002, and ISO 9003

e) ISO 9000, ISO 9002, and ISO 9004 Section Ref: Quality Awards and Standards

65. Who is the ³grandfather of quality control?´  a) Walter Shewhart  b) W. Edwards Deming c) Joseph Juran d) Phillip Crosby e) Genichi Taguchi Section Ref: The Evolution of Total Quality Management (TQM)

66. Who developed quality control charts? a) Walter Shewhart  b) W. Edwards Deming c) Joseph Juran d) Phillip Crosby e) Genichi Taguchi Section Ref: The Evolution of Total Quality Management (TQM)

67. ISO 14000 is for evaluating a) Automotive suppliers b) Minority suppliers c) Raw materials d)  A company¶s environmental responsibility  e) Service suppliers Section Ref: Quality Awards and Standards

68. is often referred to as the father of quality control. a) W. Edwards Deming b) Joseph Juran c) Philip Crosby d) Martin Marietta e) Count Pareto Section Ref: The Evolution of Total Quality Management

69. Deming pointed out that 85% of quality problems are caused by a) Worker error b) Numerical quotas c) Processes and systems d) Carelessness e) Suppliers Section Ref: The Evolution of Total Quality Management

70. Deming believed th at a) Employee training b) Process design c) Properly functioning equipment d) Having good suppliers

is the key to improving quality.

e) Improving the system Section Ref: The Evolution of Total Quality Management

71. Who is famous for his ³14 Points?´  a) Walter Shewhart b) W. Edwards Deming c) Joseph Juran d) Armand Feigenbaum e) Genichi Taguchi Section Ref: The Evolution of Total Quality Management

72. For Juran¶s quality trilogy, which part stresses that processes should be set up to ensure that the quality standards can be met? a) Quality planning b) Quality control c) Quality improvement d) Quality certification e) Quality awards Section Ref: The Evolution of Total Quality Management

73. Juran stressed that quality improvement should be continuous as well as a) Unique b) Novel c) Retroactive d) Breakthrough e) Ongoing Section Ref: The Evolution of Total Quality Management

74. Which of the following is not attributed to Philip Crosby? a) The concept of the quality trilogy  b) The phrase ³Do it right the first time.´  c) Stressed the idea of prevention of defects d) The notion of zero defects e) The phrase ³Quality is free.´  Section Ref: The Evolution of Total Quality Management

75. Who is best known for the development of cause-and-effect diagrams? a) Walter Shewhart b) W. Edwards Deming c) Joseph Juran d) Kaoru Ishikawa e) Genichi Taguchi Section Ref: The Evolution of Total Quality Management

76. Who developed a formula for determining the cost of poor quality? a) Walter Shewhart b) W. Edwards Deming c) Joseph Juran

d) Kaoru Ishikawa e) G enichi Taguchi  Section Ref: The Evolution of Total Quality Management

77. The most important factor in the success or failure of TQM efforts is a) Getting started quickly b) The use of statistical process control c) The genuineness of the organization¶s commitment  d) The use of cause-and-effect diagrams e) Employee training Section Ref: The Philosophy of TQM

78. Which of the following is a valid formula to compute the reliability of two components in parallel? st nd st a) (Reliability of 1 component) ± (Reliability of 2 Component)(1 ± Reliability of 1 Component) st  nd  b) 1 ± (1 ± Reliability of 1 Component)(1 ± Reliability of 2 Component) st nd c) (1 ± Reliability of 1 Component)(1 ± Reliability of 2 Component) st st nd d) (Reliability of 1 component) + (Reliability of 1 Component)(1 ± Reliability of 2 Component) st nd st e) (Reliability of 1 component)(Reliability of 2 Component) + (Reliability of 1 st Component)(1 ±Reliability of 1 Component) Section Ref: The Philosophy of TQM

79. Suppose that you have a system with one component and two backups. What is the formula for the reliability of the system? st st nd st rd a) P(1 works) + [P(1 fails)][P(2 works)] + [P(1 fails)][P(3 works)] st nd rd b) [P(1 works)][P(2 works)][P(3 works)] st nd rd c) [P(1 works)] + [P(2 works)] + [P(3 works)] st st nd st rd d) P(1 works) + [1 ± P(1 fails)][P(2 works)] + [1 ± P(1 fails)][P(3 works)] st  nd  rd  e) 1 ± [P(1 fails)][P(2 fails)][P(3 fails)] Section Ref: The Philosophy of TQM

80. One TQM mistake companies make is believing that the responsibility for quality and elimination of waste lies a) with the supplier b) with the return and repair shop c) with the supply chain d) with all employees but top management  e) with top management alone. Section Ref: Why TQM Efforts Fail

81. SPC is a) a direct substitute for continuous improvement b) a replacement of the te amwork concept c) a substitute for middle management d) a fully subjective process e) is not a substitute for continuous improvement  Section Ref: Why TQM Efforts Fail

82. The decision to implement TQM will impact all of the following EXCEPT a) product design b) processes c) job design d) supply chain management e) company  product  Section Ref: Total Quality Management (TQM) Within OM: how it all fits together

83. TQM affects which of the following a) marketing b) finance c) accounting d) engineering e) all of the above Section Ref: Total Quality Manageme nt (TQM) Across the Organizati on True/False

1. One common definition of quality is conformance to specifications, which focuses on measuring how well the product or service meets targets and tolerances determined by its designers. Ans: True Section Ref: Defining Quality Level: moderate

2. The expected operational life of a product is called its reliability. Ans: False Section Ref: Defining Quality Level: moderate

3. External failure costs tend to be particularly high for service organizations. Ans: True Section Ref: Cost of Quality Level: moderate

4. TQM is reactive, designed to build quality into the product and process design. Ans: False Section Ref: The Evolution of Total Quality Management (TQM) Level: moderate

5. Quality at the source involves inspecting goods after they are produced.

Ans: False Section Ref: The Philosophy of TQM Level: moderate

6. It is not possible to develop a U shaped scatter diagram relationship. Ans: False Section Ref: The Philosophy of TQM Level: moderate

7. A quality circle is a team of volunteer production employees and their supervisors who meet regularly to solve quality problems. Ans: True Section Ref: The Philosophy of TQM Level: easy

8. Quality planning, employee training in quality measurement, and cost of maintaining records of information and data related to quality, are appraisal costs. Ans: False Section Ref: Cost of Quality Level: moderate

9. Machine downtime due to failures in the process, scrap, and rework are examples of  internal failure costs. Ans: True Section Ref: Cost of Quality Level: moderate

10. The later that defects are found, the less costly they are to correct. Ans: False Section Ref: The Philosophy of TQM Level: easy

11. A useful tool for translating customers¶ everyday language into specific technical requirements is quality function deployment. Ans: True Section Ref: The Philosophy of TQM Level: moderate

12. In using quality function deployment, conducting focus groups is one way to find out precisely what features customers want in the product.

Ans: True Section Ref: The Philosophy of TQM Level: moderate

13. In TQM the role of the employee is very similar to earlier requirements. Ans: False Section Ref: The Philosophy of TQM Level: moderate

14. A control chart is a schematic diagram of the sequence of steps involved in an operation or process. Ans: False Section Ref: The Philosophy of TQM Level: moderate

15. Cause-and-effect diagrams are problem solving tools commonly used by quality control teams. Ans: True Section Ref: The Philosophy of TQM Level: moderate

16. A checklist is a list of common defects and the relative importance of these defects. Ans: False Section Ref: The Philosophy of TQM Level: hard

17. Pareto analysis is a technique used to identify quality problems based on their degree of  importance. Ans: True Section Ref: The Philosophy of TQM Level: moderate

18. The Deming Prize is an American award given to companies to recognize their efforts in quality improvement. Ans: False Section Ref: Quality Awards and Standards Level: moderate

19. ISO 9001 is the standard used for the certification of a firm¶s quality management system. Ans: True Section Ref: Quality Awards and Standards Level: hard

20. ISO certification has become a requirement for conducting business in many industries. Ans: True Section Ref: Quality Awards and Standards Level: moderate

21. W. Edwards Deming is often referred to as the father of quality control. Ans: True Section Ref: The Evolution of Total Quality Management (TQM) Level: easy

22. The concept of the quality trilogy is attributed to Philip Crosby. Ans: False Section Ref: The Evolution of Total Quality Management (TQM) Level: moderate

23. A cause-and-effect diagram is also referred to as a Taguchi diagram. Ans: False: Section Ref: The Evolution of Total Quality Management (TQM) Level: moderate

24. Genichi Taguchi estimates that as much as 80 percent of all defective items are caused by poor product design. Ans: True Section Ref: The Evolution of Total Quality Management (TQM) Level: hard

25. The most important factor in the success or failure of TQM efforts is the genuineness of  the organization¶s commitment. Ans: True Section Ref: The Evolution of Total Quality Management (TQM) Level: moderate

Essay

1. Name six common definitions of quality in manufacturing. Ans: conformance, performance, reliability, features, durability, and serviceability Section Ref: Defining Quality Level: moderate

2. What are four dimensions of manufacturing quality? Ans: Conformance to specifications, performance, reliability, features, durability and serviceability Section Ref: Defining Quality Level: hard

3. What are four dimensions of service quality? Ans: Intangible factors, consistency, responsiveness to customer needs, courtesy/friendliness, timeliness/promptness, atmosphere Section Ref: Defining Quality Level: hard

4. What are the four types of quality costs? Ans: internal failure costs, external failure costs, appraisal costs, and prevention costs Section Ref: Cost of Quality Level: moderate

5. What are the steps involved in quality function deployment? Ans: 1) identify important customer requirements; 2) the requirements are numerically scored, based on their importance; 3) the scores are translated into specific product characteristics; 4) evaluations are made of how the product compares with its main competitors relative to the identified characteristics; and 5) specific goals are set to address the identified problems; Section Ref: The Philosophy of TQM Level: hard

6. What are the seven TQM tools for solving quality problems? Ans: cause-and-effect diagrams, flowcharts, checklists, control charts, scatter diagrams, Pareto analysis, and histograms Section Ref: The Philosophy of TQM Level: easy

7. Explain why external failure costs tend to be very expensive for service organizations.

Ans: With a service the customer spends much time in the service delivery system, and there are fewer opportunities to correct defects than there are in manufacturing. Section Ref: Cost of Quality Level: hard

8. In using a cause-and-effect diagram, what are the primary possible causes of quality problems? Ans: machines, workers, measurements, suppliers, and materials Section Ref: The Philosophy of TQM Level: hard

9. What are the seven categories for Malcolm Baldrige Award criteria? Ans: leadership, strategic planning, customer and market focus, information and analysis, human resource focus, process management, and business results Section Ref: Quality Awards and Standards Level: hard

10. What must a company do to become ISO 9000 certified? Ans: document methods used to monitor quality, document methods and frequency of worker training, document statistical process control tools used, provide job descriptions, document inspection programs, and have an audit by an ISO 9000 examiner Section Ref: Quality Awards and Standards Level: hard

11. Who are the seven primary quality gurus? Ans: Walter Shewhart, W. Edwards Deming, Joseph Jura n, Armand Feigenbaum, Phillip Crosby, Kaoru Ishikawa, and Genichi Taguchi Section Ref: The Evolution of Total Quality Management (TQM) Level: hard

12. Describe the foundation of Deming¶s ³14 Points.´  Ans: Upper manage ment must develop a commitme nt to quality, and provide a system to support this commitm ent. Deming stressed that quality improvem ents cannot happen without organizational change that comes from upper management. Section Ref: The Evolution of Total Quality Management (TQM) Level: hard

13. What are the common causes of TQM failure? Ans: lack of a genuine quality culture, lack of top management support and commitment, over-and under-reliance on statistical process control (SPC) methods Section Ref: The Evolution of Total Quality Management (TQM) Level: moderate

Problems

1. Suppose that a product has three parts, each of which must work in order for the product to function. The reliabilities of the parts are .898, .933, and .946, respectively. What is the reliability of the product? Ans: 79.3% (R S = R 1* R 2* R 3*«« R n = .898 * .933 * .946 = .70259) Section Ref: The Philosophy of TQM Level: easy

2. Suppose that a product has two parts, both of which must be working in order for the product to function. The reliability of the first part is .85, and the reliability of the second part is .82. In addition, the second part comes with a backup that is 50% reliable. What is the overall reliability of the product? st

nd

Ans: 77.35% (R P =1 ± [P(1 fails)][P(2 R n = .85 * .91 = .7735 or 77.35%) Section Ref: The Philosophy of TQM Level: moderate

fails)] = 1- .18*(.5) = .91 &

RS = R 1* R 2* R 3*««

3. As a design engineer you need to obtain 99.9% reliability. The first part has a reliability factor of 99.99%. What level of reliability does the series part require to achieve 99.9% overall reliability? Ans: 99.91% (R S = R 1* R 2* R 3*«« R n ) 99.9% = 99.99%*x; x = 99.9%/99.99% = 99.91% Section Ref: The Philosophy of TQM Level: moderate

4. The design engineer in question #3 needs to improve the overall system reliability by adding another part in parallel to the unit calculated in question #3. The objective is to achieve an overall system reliability of 99.95%. What reliability must the parallel part have to meet this objective? Ans:44,5% (R S = R 1* R 2* R 3*«« R n ) 99.9% = 99.99%*x; x = 99.95%/99.99% = 99.96 st nd nd R P =1 ± [P(1 fails)][P(2 fails)] 99.96 = 1 -[.0009*x]; P(2 fails)=(1-.99.96)/.0009 = 44,5% Section Ref: The Philosophy of TQM Level: moderate

Short Answer

1. TQM requires t hat external a nd internal c ustomers rec eive ________________________ Ans: the same quality products. Section Ref: Why TQM Efforts Fail Difficulty: easy

2. TQM stresses the balanced use of non-quantitative (qualitative) and  ________________________ tools in quality im proveme nt. Ans: statistical Section Ref: Why TQM Efforts Fail Difficulty: moderate

3. Redundant com ponents are often used when pro duct failure ________________________ Ans: may have severe (catastrophic, disastrous, extreme, etc.) effect. Section Ref: The Philosophy of TQM Difficulty: moderate

4. Quality F unction Deploym ent (QFD) begins by ________________________ Ans: identifying important customer requirements. Section Ref: The Philosophy of TQM Difficulty: moderate

5. Histograms report the ________________________ of a variable's observed v alu es. Ans: frequency distribution Section Ref: The Philosophy of TQM Difficulty: easy

6. Checklists are used to make sure all steps in a process are carried out and to  ________________________ Ans: record how often common defects occur. Section Ref: The Philosophy of TQM Difficulty: moderate

7. Quality circles are a commo n application of t he ________________________ Ans: team approach Section Ref: The Philosophy of TQM Difficulty: easy

8. Products hav e little value if they do not ________________________ Ans: satisfy customers. Section Ref: The Philosophy of TQM Difficulty: easy

9. Reliability is described as a _____, ______, or a _____ Ans: probability, likelihood, chance Section Ref: The Philosophy of TQM Difficulty: moderate

10. Philip Crosby believed t hat ________________________ because t he cost of doing it right the first time is less than the cost of correcting mistakes later Ans: quality is free Section Ref: The Evolution of Total Quality Management (TQM) Difficulty: easy

11. The old concept of quality i nvolved ________________________ Ans: inspecting for quality after production Section Ref: The Evolution of Total Quality Management (TQM) Difficulty: moderate

12. The most important factor in the success or failure of TQM efforts is the _____ of the organization¶s _____. Ans. genuineness, commitment Section Ref: Why TQM Efforts Fail Difficulty: moderate