Quality Management Demystified 1st Edition Kemp, Sid - Solutions

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Describe the different types of centers.
What is the purpose of the business quality report?
Explain the following:A. The business-planning function B. The process-planning function C. The product- and project-planning functions
Define how plans are communicated.
Describe how goals are defined.
Describe the principles of project planning.
Describe how the various plans relate to each other.
Describe goal incongruence.
Define the basic process and product plans.
Define the business quality plan.
Describe the different types of plans.
What is the purpose of organizational planning?
Explain the following:A. Product or service function B. Support function C. Leadership functions
Define the support group.
Describe the role of the quality department.
Describe the principles of authority.
Describe how individual accountability, responsibility, and authority are identified.
Describe organizational incongruence.
Define the basic functional structure of a business.
Define the leadership category.
Describe the different categories in the organization.
What is the purpose of organization?
Six Sigma statistical processes would be most useful at(a) CMMI level 1, to accelerate development to higher levels.(b) CMMI level 2, after some departments are organized, to help others do as well.(c) CMMI level 3, to help maintain quality levels.(d) CMMI levels 4 and 5, to improve the ability to
All of these are true of the process of quality definition for our product except(a) quality definition comes before the definition of processes.(b) quality definition is a defined part of ISO 9000.316 Final Exam(c) some quality planning is done before quality definition, but not all of it.(d)
We want to avoid getting a self-selected sample, but that is hard to do in(a) selecting products for testing.(b) performing customer satisfaction surveys.(c) performing employee evaluations.(d) analyzing processes.
Which of the following best describes the effect of continuous improvement—kaizen—on our attitude towards standards?(a) Without continuous improvement, we often struggle to meet standards. With continuous improvement, the standard is the minimum requirement for a process, and we strive to
All of these are true about Theory Y, except(a) Theory Y is crucial in TQM.(b) in an environment where Theory Y is operating, managers are more likely to coach than to provide big bonuses.(c) in an environment where Theory Y is operating, workers will be likely to have the opportunity to
Muda—the Japanese word for waste, has a very wide meaning. Muda includes all of these, except(a) overproduction.(b) inventory.(c) motion.(d) failure to use innovative methods.
Supplier Sourcing(a) addresses how to ensure that suppliers provide what is needed for your development projects.(b) is part of Six Sigma.(c) is part of ISO 9000.(d) is part of TQM.Final Exam 315
Which of these would be a good reason to use ISO 9000 rather than TQM?(a) Your company has a high staff turnover rate, so it is easier to audit than to provide extensive training.(b) You want to win the Baldridge award.(c) You don’t need to use statistical quality control.(d) You are preparing to
Fill in the blank. Risk management is to ______, as quality management is to error.(a) uncertain, possible future events(b) defined risk(c) disaster(d) fiduciary responsibility
All of these are true about Integrated Product and Process Development except(a) it addresses communication and coordination among stakeholders.(b) it is used with other components of CMMI.(c) it helps define software development processes.(d) it is part of ISO 9000.
Which of the following would not be useful preparation for a poorly managed company that wants to implement Six Sigma?(a) Achieving ISO 9000 certification.(b) Achieving CMMI level 3 or its equivalent in your industry.(c) Focusing on hassle-free management.(d) Any ofa, b, or c would be a good idea.
Which of these industries or areas is not heavily involved with ISO 9000?(a) Europe(b) Aerospace 314 Final Exam(c) Software development(d) American automobile manufacture
Which is most true of stratified samples?(a) Stratified samples are hard to build, but can be very valuable.(b) Stratified samples are better than comprehensive samples.(c) Stratified samples are less expensive than random samples.(d) The term stratified samples is a made-up term.
Forensics means(a) related to, or of a standard acceptable to, courts of law.(b) the application of science to investigate crimes or business problems.(c) any investigation done after the fact.(d) related to external auditing.
All of these are true of workflow optimization except(a) it is part of lean manufacturing.(b) it was developed in lean manufacturing, and has been adopted by Six Sigma.(c) it applies primarily to manufacturing.(d) it is a made-up term.
Which of these best describes the relationship between quality engineering and vendor communications?(a) In quality engineering, we should begin with vendor communication, because vendors, as suppliers, are the beginning of the SIPOC chain.(b) Quality engineering is an internal effort unrelated to
A risk footprint is a tool primarily used by(a) quality engineers.(b) internal auditors.(c) external auditors.(d) sasquatch hunters.
You are a top executive at a firm that has embraced Six Sigma. The process is failing to show results. Which of the following choices would not be likely to help?(a) Provide executive leadership, even though Six Sigma formally requires only executive support.(b) Evaluate your Six Sigma effort
Resistance is(a) always unhealthy.(b) always healthy, so we need to understand it.(c) often, but not always healthy.(d) a barrier to be overcome.
A temporary countermeasure is most likely to be used(a) to ensure productivity to meet ISO 9000 requirements.(b) by a Six Sigma engineer.(c) to keep production running while we examine gembutsu.(d) at CMMI level 3 or higher.
The main reason that auditors do not take responsibility for solving problems is(a) auditors do not have the time, they need to focus on auditing.(b) auditors are not qualified to solve problems. They are trained as investigators, not implementers.(c) if they work on solving the problem, it can
ISO 9000 registration is roughly equivalent to all of these, except(a) the first year of a TQM deployment program.(b) a one-year Six Sigma initiative.(c) reaching CMM level three, except it is not specific to software engineering.(d) running a well-organized, well-documented company.
Software Engineering(a) is the CMMI module for software development—writing computer programs.(b) is another term for Systems Engineering.(c) is required by ISO 9000.(d) is used in Six Sigma.
All of the following are true about a judgmental sample, except(a) judgmental sample is an auditing term for a sample based on expert judgment.(b) a judgmental sample can be combined with a random sample to create a stratified sample.(c) judgmental samples are worse than convenience samples.(d)
If your process uses my outputs, then you are my internal customer.This idea helps reduce all of these problems except(a) conflict on teams.(b) waste in the SIPOC chain.(c) poor vertical communication to managers.(d) conflict with vendors.
Inspection(a) is a form of review.(b) requires measurement.(c) requires a standard to compare to.(d) has been replaced by statistical quality control.
Objectivity is crucial to improvement. This particular fact is most broadly implemented by which of these quality management tools?(a) Fact-based decision-making(b) The elimination of slogans(c) The cost of quality(d) Six Sigma
The statement that “In quality management, we’ve solved the problem in theory but not in practice,” points out all of these facts, except(a) Taylor identified, and for some of his customers, resolved, most quality management problems at the conceptual level by 1911.(b) if our quality
Documentation(a) includes specifications, but not records.(b) is only used in quality planning and product development, not in QC or QA.(c) was invented by creators of the ISO 9000 standard.(d) is a cornerstone of quality management.
You run a small manufacturing company. Which of these is not a valid reason to avoid Six Sigma?(a) Six Sigma only applies if you are making millions or billions of identical products.(b) Six Sigma has high training costs.(c) Lack of standardization of Six Sigma makes it harder to know if the black
You can reduce cost of quality the most by(a) designing products that can be built with very low defect rates.(b) thorough inspection and testing of each product, so that you almost never have to pay for errors found by a customer.(c) reducing cycle time.(d) using innovative methods and new
We can measure the value of an internal audit department by benchmarking(a) the value of clear, factual research results we can use to improve our business.(b) the number of audits completed per year, given the size of the department.(c) the number of findings issued per year.(d) the degree to
Systems Engineering is all of these except(a) required in ISO 9000.(b) about total systems, which may or may not contain software.(c) addresses issues of customer requirements and constraints.(d) part of CMMI.
Gembutsu are all of these except(a) things in gemba, such as the defective product.(b) to be inspected promptly when a manager arrives.(c) things in gemba, including physical equipment and physical evidence.(d) essential to process flow.
Inherent momentum(a) is most beneficial in a kaizen environment.(b) is most beneficial in a highly innovative environment.(c) in businesses is best resolved by force, as it is with physical objects.(d) is a form of negative resistance.
Consulting expertise will help with ISO registration in all of these ways except(a) using an expert reduces cost.(b) an expert will give you templates for most required documents.(c) the expert will provide training for your entire staff.(d) the expert will perform the compliance audit at a lower
Which tool is best for finding multiple causes of a single defect?(a) The Ishikawa diagram(b) The Pareto chart(c) The process flow diagram(d) The control chart 64 You are implementing a TQM program. You can choose where to start and what to do first. Historically, the most commonly used order
Which of these is a problem with Six Sigma?(a) There is a high cost of training Six Sigma black belts.(b) Six Sigma focuses on innovation, not quality management.(c) Six Sigma projects are very short term.(d) Six Sigma uses advanced statistical tools.
Buddy programming is all of these except(a) an innovative approach that actually has two people working simultaneously at one computer screen to write code.(b) an inexpensive way to gain a degree of independence in checking.(c) less expensive—but also less capable of finding errors—than
Just-in-Time (lean) manufacturing insures all of these except(a) at every stage in the production process the inputs necessary for the next stage are available, but without excess inventory.(b) items are manufactured only after they are ordered to prevent excess inventory.(c) the manufacturing
ISO 9000 requires all of these except(a) that you have a quality system (QS) in place.(b) a document describing how each procedure is done.(c) a set of records showing that procedures were actually followed.(d) a method of statistical quality control.
Review(a) is for documents, not products.(b) is more expensive than testing.(c) is more rigorous than inspection.(d) eliminates the need for testing.
Quality management(a) can only be implemented through an intensive, structured program.(b) can be implemented incrementally, or though an intensive program, but a good plan is essential.(c) will be beneficial, even if done without strategic planning.(d) should be entirely guided by outside
In setting an acceptable level of error, all of these is true except(a) zero defects is an acceptable goal, but not the only alternative.(b) in allowing some defects, we run the risk of actually planning to include defects.(c) zero defects is impossible.(d) the customer’s preference automatically
The relationship between ISO 9000 documents and records is(a) documents tell you what to do, records show that you did it.(b) records tell you what to do, documents show that you did it.(c) you must have either a record or a document of each test.(d) documents are for QA, records are for QC.
Overall, quality management(a) is aimed at the customer, and also improves the bottom line,(b) does what is best for the bottom line, even if it means a dissatisfied customer,(c) is good for our customers, but cannot be made reliably good for the bottom line,(d) has no effect on the bottom line
Total Quality Management clearly demonstrated that(a) process improvement results in both improved product quality and increased productivity.(b) statistical quality control is always better than inspection.(c) inspection should be replaced by TQM.(d) we can improve quality, but the conflict
The internal auditor’s attitude towards a management response in value-added auditing is(a) the auditor should recommend to management what the response to a finding should be.(b) an audit report only reports findings, the management response should come later.(c) the auditor should focus on
SOP stands for(a) Standard Operating Procedure.(b) Statistically Optimized Process.(c) Same Old Problem.(d) Same Old Planet.
Which of these statements is most true with regard to the idea of zero defects?(a) Zero defects should always be our goal.(b) Zero defects is only appropriate when human life is on the line, or when the cost of resolving the defect later is huge.(c) Zero defects is most important when human life is
Which tool is best for prioritizing cause-effect pairs?(a) The cause-and-effect diagram(b) The Pareto chart(c) The histogram(d) The flow chart
Another term for an ISO 9000 document is(a) a quality plan.(b) a standard operating procedure (SOP).(c) a record set.(d) a quality control chart.
Inherent conservatism(a) is a result of a lasting system’s tendency towards homeostasis.(b) is a result of stagnation.(c) is a barrier to continuous improvement, but not to innovation.(d) is a barrier to innovation, but not to continuous improvement.
All of the following are true of the cost of quality except(a) You can be certified as a cost-of-quality auditor or engineer.(b) The cost of quality can be used to validate any quality management initiative, large or small.(c) The cost-of-quality concept is a good way to sell your executives on an
All of these are true of pull production except(a) it was developed by SONY.(b) it is only likely to work after process is optimized and standardized.(c) it is part of lean manufacturing.(d) each workstation makes only enough output to supply input as needed for the next step.
You have embarked on a quality program for the past three years. By all measures except one, it appears to be working. The only change is that your company’s share of the market isn’t growing. All of these could be factors, except(a) your competitors are improving quality, just as you are.(b)
Six Sigma short-term projects have all of these advantages except(a) they give more focus than an ongoing quality program without specific goals.(b) they can be driven entirely by internal and customer requirements, unlike CMMI certification.(c) they are an effective approach to continuous
Which is the best way to finish the following sentence: To the extent that a business does not do quality management,(a) it will save money by avoiding useless rah-rah programs.(b) it will get away with it as long as the economy is good.(c) it can make up for it in advertising.(d) the company and
Egoless programming(a) is supported by the idea that everyone makes mistakes, and we’d rather have our team find them than have the customer find them.(b) is not part of formal software inspection.(c) requires extensive training.(d) is an alternative to flowcharting.
Constraints on a new initiative include all of these except(a) limits of the organization, such as available funding or staff, that might be exceeded.(b) union and vendor contracts.(c) commitment to existing policies.(d) the limitations of innovation.
Impact Finding is a term from(a) Six Sigma.(b) auditing.(c) software inspection.(d) ISO 9000.
Which of these most accurately describes the development of TQM?(a) Deming brought TQM to Japan, Japanese business made it work.(b) Deming was the only outside influence—the Japanese did all the rest.(c) TQM was the result of a nationwide effort in Japan with major contributions by Japanese
Flow production is all of these except(a) where workstations are arranged in order of work flow.(b) part of just-in-time manufacturing.(c) a technique for reducing waste.(d) a technique often applied in Six Sigma.
Checking includes all of these except(a) statistical process control.(b) review.(c) inspection.(d) designing in quality.
The two best kind of samples to use are(a) comprehensive and random.(b) random and stratified.(c) stratified and convenience.(d) population and random.
The quality of people being able to do more together than we could do separately is called(a) entergy.(b) co-creativity.(c) synergy.(d) balanced optimism.
You are a new senior executive for a company. You call your quality assurance team together and ask what your predecessor did wrong.They tell you that he never allowed them to really change processes, they could only try to patch things up after the fact. Which of these approaches addresses that
A systems breakdown diagram(a) shows points of failure in a system.(b) breaks down a system into its component processes, called subsystems.(c) is a Six Sigma variation of a work breakdown structure.(d) is a made-up term.
Quality assurance includes all of these except(a) processes to evaluate and improve processes.(b) improved communication about problems throughout the SIPOC chain.(c) designing in quality.(d) statistical process control.
In quality management, we should work to improve the quality of all of these except(a) our workforce.(b) our products.(c) our tools and processes.(d) our competitor’s product.
Process improvement includes all of these except(a) reducing cycle time for each process.(b) consistently replacing inspection with quality control.(c) eliminating processes that don’t add value.(d) improving the quality of output from each process.
In experimentation, a process that is not changed, and compared to a process that is intentionally changed, is called an(a) experimental group.(b) experimental baseline.(c) experimental benchmark.(d) experimental control.
A unique contribution of Gemba Kaizen to quality management is(a) the suggestion system.(b) control charts.(c) a focus on innovation.(d) Pareto optimization.
A comprehensive sample is(a) as much of the total population as we can get.(b) a large random sample.(c) an unbiased random sample.(d) the same as the population.
All of the following are true about the 1.5 sigma shift except(a) it was measured at Motorola, then used widely as a rule of thumb without retesting.(b) it is assumed in the most common definition of Six Sigma.(c) GE published a validation of Motorola’s discovery.(d) many Six Sigma engineers
Work Breakdown Structuring is all of these except(a) a way of defining the scope of work in detail.(b) a tool used in Six Sigma.(c) a very important tool used in project management.(d) a tool often used in continuous improvement.
Philip B. Crosby is associated with all of these except(a) Total Quality Management.(b) Cost of Quality.(c) Do It Right the First Time.(d) Hassle-Free Management.
Which of these terms is not used in ISO 9000?(a) Registration(b) Document(c) Certification(d) Record

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Quality Management Demystified 1st Edition Kemp, Sid - Solutions

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