Chapter - 5.pdf Filename UTF-8''Chapter 5

Chapter 5: Managing Quality
Multiple Choice
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
Ans: e
Section Ref: Defining Quality
Level: moderate
2. The definition of quality that involves the product functioning as expected without failure is
a) Performance
b) Conformance
c) Reliability
d) Standardization
e) Endurance
Ans: c
Level: hard
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
Ans: b
Level: moderate
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
Ans: d
Level: moderate
5. The expected operational life of a product is called its __________________________.

a) conformance
b) reliability
c) performance
d) durability
e) serviceability
Ans: d
Level: moderate
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
Ans: e
Section Ref: Cost of Quality
Level: easy
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
Ans: e
Section Ref: The Evolution of Total Quality Management (TQM)
Level: hard
8. TQM is , designed to build quality into the product and process design.
a) Reactive
b) Proactive
c) Strategic
d) Competitive
e) Standardized
Ans: b
Level: moderate
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 „green‟
Ans: c
Section Ref: The Philosophy of TQM
Level: moderate
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
Ans: a
Level: moderate
11. The Japanese term for continuous improvement is

a) Poka-yoke
b) Kaizen
c) Kanban
d) Muda
e) Automation
Ans: b
Level: moderate
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
Ans: d
Level: easy
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
Ans: a
Level: easy
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
Ans: c
Level: moderate
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
Ans: e
Level: moderate
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
Ans: d
Level: moderate
17. Studying business practices of companies considered “best in class” is called

a) Pairwise comparison
b) Benchmarking
c) Competition
d) Dreamscaping
e) Discouraging
Ans: b
Level: moderate
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
Ans: b
Level: moderate
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
Ans: d
Level: moderate
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
Ans: d
Level: moderate
21. Costs of quality inspections, testing, test equipment, and labs are examples of
costs.
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement
Ans: c
Level: moderate
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
Ans: a
Level: moderate
23. External failure costs include
a) Scrap
b) Litigation costs resulting from product liability issues
c) Rework
d) Quality inspections
e) Employee training
Ans: b
Level: moderate
24. Warranty claims, customer complaints, and costs of litigation are examples of
costs.
a) Internal failure
b) External failure
c) Appraisal
d) Prevention
e) Replacement
Ans: b
Level: moderate
25. The plan-do-study-act cycle is often called the

a) TQM activity approach
b) Deming wheel
c) Continuous improvement cycle
d) Quality circle
e) Action wheel
Ans: b
Level: moderate
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
Ans: c
Level: hard
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
Ans: a
Level: moderate
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
Ans: d
Level: moderate
29. In using quality function deployment, is one way to find out precisely 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
Ans: e
Level: hard
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
Ans: b
Level: hard
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
Ans: c
Level: hard
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
Ans: b
Level: hard
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
Ans: c
Level: hard
34. What quality control tool resembles a "fishbone?"

a) Checklists
b) Scatter diagrams
c) Pareto analysis
d) Cause-and-effect diagrams
e) Flowcharts
Ans: d
Level: easy
35. Cause-and-effect diagrams are often called

a) Checklists
b) Scatter diagrams
c) Pareto analysis
d) Fishbone diagrams
e) Histograms
Ans: d
Level: easy
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
Ans: a
Level: moderate
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
Ans: d
Level: moderate
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
Ans: d
Level: moderate
39. A checklist is a list of common defects and of these defects.

a) Number of occurrences
b) Relative importance
c) Attributes
d) Costs
e) Visibility
Ans: a
Level: moderate
40 Checklists can also be used to focus on?

a) replacement costs
b) design documentation
c) time dimension
d) upper control limits
e) histogram
Ans: c
Level: moderate
41. For control charts, which of the following situations means that the process is not in control?
a) A measured observation is above the LCL
b) A measured observation is below the UCL
c) A measured observation is above the center line
d) A measured observation is below the center line
e) A measured observation is above the UCL
Ans: e
Level: hard
42. Scatter diagrams are particularly useful in detecting the amount of , or the
degree of linear relationship, between two variables.
a) Correlation
b) Heteroscedasticity
c) Agreement
d) Disagreement
e) Causality
Ans: a
Level: hard
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
Ans: b
Level: moderate
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
Ans: a
Level: hard
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
Ans: c
Level: moderate
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
Ans: d
Level: moderate
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
Ans: b
Level: moderate
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
Ans: c
Section Ref: Quality Awards and Standards
Level: moderate
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
Ans: b
Level: moderate
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
Ans: c
Level: moderate
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
Ans: a
Level: hard
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
Ans: e
Level: hard
53. Where is the Deming prize awarded?
a) U.S.
b) Japan
c) England
d) Germany
e) Canada
Ans: b
Level: moderate
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
Ans: e
Level: moderate
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
Ans: e
Level: hard
56. The Malcolm Baldrige Award criteria category that includes the use of tools such as market
surveys and focus groups is
a) Leadership
c) Customer and market focus
d) Business results
e) Information and analysis
Ans: c
Level: moderate
57. The Malcolm Baldrige Award criteria category that includes continuous improvement
programs, employee training, and functioning of teams is
a) Leadership
c) Information and analysis
d) Human resource development and management
e) Business results
Ans: d
Level: hard
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) One-time only improvements
Ans: e
Level: easy
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
Ans: d
Level: moderate
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
Ans: b
Level: moderate
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
Ans: c
Level: easy
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
Ans: a
Level: hard
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
Ans: a
Level: hard
64. What are the most widely used ISO standards?

a) ISO 9000, ISO 9001, and ISO 9004
b) ISO 9000, ISO 9001, 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
Ans: a
Level: hard
65. Who is the “grandfather of quality control?”

a) Walter Shewhart
b) W. Edwards Deming
c) Joseph Juran
d) Phillip Crosby
e) Genichi Taguchi
Ans: a
Level: moderate
66. Who developed quality control charts?

a) Walter Shewhart
c) Joseph Juran
d) Phillip Crosby
e) Genichi Taguchi
Ans: a
Level: moderate
67. ISO 14000 is for evaluating

a) Automotive suppliers
b) Minority suppliers
c) Raw materials
d) A company‟s environmental responsibility
e) Service suppliers
Ans: d
Level: moderate
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
Ans: a
Section Ref: The Evolution of Total Quality Management
Level: easy
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
Ans: c
Level: hard
70. Deming believed that is the key to improving quality.

a) Employee training
b) Process design
c) Properly functioning equipment
d) Having good suppliers
e) Improving the system
Ans: e
Level: hard
71. Who is famous for his “14 Points?”

a) Walter Shewhart
c) Joseph Juran
d) Armand Feigenbaum
e) Genichi Taguchi
Ans: b
Level: moderate
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
Ans: a
Level: moderate
73. Juran stressed that quality improvement should be continuous as well as

a) Unique
b) Novel
c) Retroactive
d) Breakthrough
e) Ongoing
Ans: d
Level: hard
74. Which of the following is not attributed to Philip Crosby?

a) The concept of the quality trilogy
b) The phrase “Do it right the first time.”
c) Stressed the idea of prevention of defects
d) The notion of zero defects
e) The phrase “Quality is free.”
Ans: a
Level: moderate
75. Who is best known for the development of cause-and-effect diagrams?

a) Walter Shewhart
c) Joseph Juran
d) Kaoru Ishikawa
e) Genichi Taguchi
Ans: d
Level: moderate
76. Who developed a formula for determining the cost of poor quality?
a) Walter Shewhart
c) Joseph Juran
d) Kaoru Ishikawa
e) Genichi Taguchi
Ans: e
Level: moderate
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
Ans: c
Level: moderate
78. Which of the following is a valid formula to compute the reliability of two components in
parallel?
a) (Reliability of 1st component) – (Reliability of 2nd Component)(1 – Reliability of 1st
Component)
b) 1 – (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)
c) (1 – Reliability of 1st Component)(1 – Reliability of 2nd Component)
d) (Reliability of 1st component) + (Reliability of 1st Component)(1 – Reliability of 2nd
Component)
e) (Reliability of 1st component)(Reliability of 2nd Component) + (Reliability of 1st
Component)(1 –Reliability of 1st Component)
Ans: b
Level: hard
79. Suppose that you have a system with one component and two backups. What is the formula
for the reliability of the system?
a) P(1st works) + [P(1st fails)][P(2nd works)] + [P(1st fails)][P(3rd works)]
b) [P(1st works)][P(2nd works)][P(3rd works)]
c) [P(1st works)] + [P(2nd works)] + [P(3rd works)]
d) P(1st works) + [1 – P(1st fails)][P(2nd works)] + [1 – P(1st fails)][P(3rd works)]
e) 1 – [P(1st fails)][P(2nd fails)][P(3rd fails)]
Ans: e
Level: hard
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.
Ans: d
Section Ref: Why TQM Efforts Fail
Level: moderate
81. SPC is
a) a direct substitute for continuous improvement
b) a replacement of the teamwork concept
c) a substitute for middle management
d) a fully subjective process
e) is not a substitute for continuous improvement
Ans: e
Level: moderate
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
Ans: e
Section Ref: Total Quality Management (TQM) Within OM: how it all fits together
Level: easy
83. TQM affects which of the following

a) marketing
b) finance
c) accounting
d) engineering
e) all of the above
Ans: e
Section Ref: Total Quality Management (TQM) Across the Organization
Level: easy
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
Level: moderate
2. The expected operational life of a product is called its reliability.
Ans: False
Level: moderate
3. External failure costs tend to be particularly high for service organizations.
Ans: True
Level: moderate
4. TQM is reactive, designed to build quality into the product and process design.
Ans: False
Level: moderate
5. Quality at the source involves inspecting goods after they are produced.
Ans: False
Level: moderate
6. It is not possible to develop a U shaped scatter diagram relationship.
Ans: False
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
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
Level: moderate
9. Machine downtime due to failures in the process, scrap, and rework are examples of internal
failure costs.
Ans: True
Level: moderate
10. The later that defects are found, the less costly they are to correct.
Ans: False
Level: easy
11. A useful tool for translating customers‟ everyday language into specific technical
requirements is quality function deployment.
Ans: True
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
Level: moderate
13. In TQM the role of the employee is very similar to earlier requirements.
Ans: False
Level: moderate
14. A control chart is a schematic diagram of the sequence of steps involved in an operation or
process.
Ans: False
Level: moderate
15. Cause-and-effect diagrams are problem solving tools commonly used by quality control
teams.
Ans: True
Level: moderate
16. A checklist is a list of common defects and the relative importance of these defects.
Ans: False
Level: hard
17. Pareto analysis is a technique used to identify quality problems based on their degree of
importance.
Ans: True
Level: moderate
18. The Deming Prize is an American award given to companies to recognize their efforts in
quality improvement.
Ans: False
Level: moderate
19. ISO 9001 is the standard used for the certification of a firm‟s quality management system.
Ans: True
Level: hard
20. ISO certification has become a requirement for conducting business in many industries.
Ans: True
Level: moderate
21. W. Edwards Deming is often referred to as the father of quality control.
Ans: True
Level: easy
22. The concept of the quality trilogy is attributed to Philip Crosby.
Ans: False
Level: moderate
23. A cause-and-effect diagram is also referred to as a Taguchi diagram.
Ans: False:
Level: moderate
24. Genichi Taguchi estimates that as much as 80 percent of all defective items are caused by
poor product design.
Ans: True
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
Level: moderate
Essay
1. Name six common definitions of quality in manufacturing.
Ans: conformance, performance, reliability, features, durability, and serviceability

Level: moderate
2. What are four dimensions of manufacturing quality?
Ans: Conformance to specifications, performance, reliability, features, durability and

serviceability
Level: hard
3. What are four dimensions of service quality?

Ans: Intangible factors, consistency, responsiveness to customer needs, courtesy/friendliness,
timeliness/promptness, atmosphere
Level: hard
4. What are the four types of quality costs?
Ans: internal failure costs, external failure costs, appraisal costs, and prevention costs
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;
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
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.
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

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
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
Level: hard
11. Who are the seven primary quality gurus?
Ans: Walter Shewhart, W. Edwards Deming, Joseph Juran, Armand Feigenbaum, Phillip
Crosby, Kaoru Ishikawa, and Genichi Taguchi
Level: hard
12. Describe the foundation of Deming‟s “14 Points.”
Ans: Upper management must develop a commitment to quality, and provide a system to
support this commitment. Deming stressed that quality improvements cannot happen
without organizational change that comes from upper management.
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
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% (RS = R1* R2* R3*…… Rn = .898 * .933 * .946 = .70259)
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?
Ans: 77.35% (RP =1 – [P(1st fails)][P(2nd fails)] = 1- .18*(.5) = .91 & RS = R1* R2* R3*…… Rn
= .85 * .91 = .7735 or 77.35%)
Level: moderate
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% (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x = 99.9%/99.99% = 99.91%
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% (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x = 99.95%/99.99% = 99.96

RP =1 – [P(1st fails)][P(2nd fails)] 99.96 = 1-[.0009*x]; P(2nd fails)=(1-.99.96)/.0009 = 44,5%
Level: moderate
Short Answer
1. TQM requires that external and internal customers receive ________________________
Ans: the same quality products.

Difficulty: easy
2. TQM stresses the balanced use of non-quantitative (qualitative) and

________________________ tools in quality improvement.
Ans: statistical
Difficulty: moderate
3. Redundant components are often used when product failure ________________________
Ans: may have severe (catastrophic, disastrous, extreme, etc.) effect.

4. Quality Function Deployment (QFD) begins by ________________________
Ans: identifying important customer requirements.

5. Histograms report the ________________________ of a variable's observed values.
Ans: frequency distribution

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.

7. Quality circles are a common application of the ________________________
Ans: team approach

Difficulty: easy
8. Products have little value if they do not ________________________
Ans: satisfy customers.

Difficulty: easy
9. Reliability is described as a _____, ______, or a _____
Ans: probability, likelihood, chance

10. Philip Crosby believed that ________________________ because the cost of doing it right
the first time is less than the cost of correcting mistakes later
Ans: quality is free

Difficulty: easy
11. The old concept of quality involved ________________________
Ans: inspecting for quality after production

12. The most important factor in the success or failure of TQM efforts is the _____ of the
organization‟s _____.
Ans. genuineness, commitment


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Chapter 5: Managing Quality

1. One common definition of quality is , which focuses on measuring how

3. Which of the following specifically relates to Service Organization dimensions of quality?

4. In six-sigma the level of defects is reduced to approximately

5. The expected operational life of a product is called its __________________________.

6. Quality has gained such prominence because organizations

7. During World War II, quality

9. Not only does TQM encompass the entire organization but it

10. Which of the following is not characteristic of TQM?

11. The Japanese term for continuous improvement is

15. TQM team meetings take place

16. A quality circle is

17. Studying business practices of companies considered “best in class” is called

19. Which of the following is not an important cost of poor quality?

25. The plan-do-study-act cycle is often called the

26. In the plan-do-study-act cycle, what is studied?

28. Quality function deployment begins by

30. The important thing in quality function deployment competitive evaluation is

32. The last step in constructing the house of quality includes

34. What quality control tool resembles a "fishbone?"

35. Cause-and-effect diagrams are often called

39. A checklist is a list of common defects and of these defects.

40 Checklists can also be used to focus on?

43. analysis is a technique used to identify quality problems based on their

45. A shows the frequency distribution of observed values of a variable.

48. The Baldrige Award is intended to

49. To compete for the Baldrige Award, companies must

59. If suppliers meet preset quality standards, materials

60. The purpose of the International Organization for Standardization is to

61. ISO 9000 is

64. What are the most widely used ISO standards?

65. Who is the “grandfather of quality control?”

66. Who developed quality control charts?

67. ISO 14000 is for evaluating

70. Deming believed that is the key to improving quality.

71. Who is famous for his “14 Points?”

73. Juran stressed that quality improvement should be continuous as well as

74. Which of the following is not attributed to Philip Crosby?

75. Who is best known for the development of cause-and-effect diagrams?

83. TQM affects which of the following

1. One common definition of quality is conformance to specifications, which focuses on

2. The expected operational life of a product is called its reliability.

3. External failure costs tend to be particularly high for service organizations.

6. It is not possible to develop a U shaped scatter diagram relationship.

21. W. Edwards Deming is often referred to as the father of quality control.

23. A cause-and-effect diagram is also referred to as a Taguchi diagram.

1. Name six common definitions of quality in manufacturing.

Ans: conformance, performance, reliability, features, durability, and serviceability

2. What are four dimensions of manufacturing quality?

Ans: Conformance to specifications, performance, reliability, features, durability and

3. What are four dimensions of service quality?

4. What are the four types of quality costs?

5. What are the steps involved in quality function deployment?

Ans: machines, workers, measurements, suppliers, and materials

10. What must a company do to become ISO 9000 certified?

11. Who are the seven primary quality gurus?

12. Describe the foundation of Deming‟s “14 Points.”

13. What are the common causes of TQM failure?

Ans:44,5% (RS = R1* R2* R3*…… Rn ) 99.9% = 99.99%*x; x = 99.95%/99.99% = 99.96

1. TQM requires that external and internal customers receive ________________________

Ans: the same quality products.

2. TQM stresses the balanced use of non-quantitative (qualitative) and

3. Redundant components are often used when product failure ________________________

Ans:44,5% (RS = R1* R2* R3…… Rn ) 99.9% = 99.99%x; x = 99.95%/99.99% = 99.96

9. Reliability is described as a _, , or a ___