Total Quality Management Principles Methods And Applications 1st Edition Sunil Luthra, Dixit Garg, Ashish Agarwal, Sachin K. Mangla - Solutions

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In a business environment, which of these is not an element of the customer?(a) Purchaser(b) User(c) Consumer(d) Corporation or business paying for the item
Accuracy in measurement should be(a) as high as we can afford.(b) sufficient to ensure that the attribute is within tolerances.(c) biased.(d) imprecise.
Requirements elicitation includes all of these except(a) presenting ideas to customers or customer representatives.(b) receiving suggestions for features or improvements from customers.(c) identifying all standards that have requirements we must meet.(d) recording the results of customer meeting.
A process(a) is the activity of changing inputs into outputs.(b) is always precisely defined.(c) always meets standards.(d) is not as important as a product.
Fiduciary risks are all of these, except(a) a part of doing business.(b) a risk related to others.(c) a risk related to our legal responsibilities.(d) entirely internal.
Tolerance defines the acceptable limits of technical standards as defined by the(a) customer requirement, stakeholder requirement, standard or regulation.(b) producer.(c) technical standards agency.(d) government.
A sample where each item in the population has an equal chance of being included in the sample is called a(a) stratified sample.(b) random sample.(c) comprehensive sample.(d) convenience sample.
Which of these statement is not true of Quality Assurance (QA)?(a) It is cross-functional.(b) It includes redesigning products.(c) It includes redesigning processes.(d) It includes Quality Control.
An output requirement is(a) a requirement of an attribute of the final product exclusively.(b) a requirement of an attribute of the output of any process.(c) more important than an input requirement.(d) more important than a process requirement.
Flow diagramming(a) can be used to show how materials and/or information flows through a company.(b) replaces flow mapping.(c) is only used in computer programming.(d) was invented by Six Sigma engineers.
Efficiency is(a) the same as effectiveness.(b) our ability to achieve results with less effort or cost.(c) the most important factor in quality management.(d) the only thing auditors can easily measure.
Which of these techniques does not have as one of its primary purposes the reduction of subjective decisions?(a) Fact-based decision making(b) Cost of quality analysis(c) Pareto optimization(d) Brainstorming
A Standard Operating Procedures (SOP)(a) is a written technique describing how we do a process now.(b) is a written technique describing how a process is done to a general standard.(c) is always a best practice.(d) must be up to standard, but does not always need to be written down.
Statistical Process Control is now generally referred to as(a) Statistical Quality Control.(b) Quality Assurance.(c) Quality Control.(d) Statistical Quality Management.
Benchmarking is(a) a defined measure of productivity based on comparison to similar processes.(b) a way of putting marks on product on the workbench to isolate defects.(c) marking time without getting work done.(d) a basic requirement of ISO 9000.
Inputs(a) are data, not physical items.(b) are used up in a process.(c) are the same as outputs.(d) are ingredients that go into a process to be transformed into outputs.
In quality management, a cause-effect pair(a) is a unique pair of events that describe a process and its results.(b) is a unique pair of events that describe a cause that results in a defect of product or service.(c) is a unique pair of events that describe a risk and its consequences.(d) is a
A requirements tracing matrix does all of these except(a) link a requirement to its source.(b) link a requirement to components needed to meet the requirement and their relevant attributes.(c) link a requirement to the reviews, inspections, and tests that ensure we meet the requirement.(d) link a
It is possible to be too customer-focused. When we are,(a) we deliver quality to the customer, but don’t pay enough attention to the bottom line.(b) we take care of the customers, but ignore vendors.(c) we take care of the customers, but don’t improve our own processes.(d) we take care of the
Quality Assurance focuses on(a) improvements to design and to work process that eliminate error.(b) reducing the cost of finding defective items.(c) ensuring work is done according to standard.(d) increasing the number of defects found.
The voice of the customer is best described as(a) a process of including customer communications in specification development.(b) a catch phrase to remind us that we need to be certain we are addressing customer requirements.(c) a technique for ensuring customer satisfaction.(d) the most important
Subjective risk is(a) a risk gathered from customer polls or other subjective sources.(b) a risk that has not been objectively measured.(c) a risk that can’t be objectively measured.(d) a made-up term
Forecasting(a) is impossible, because we can’t predict the future.(b) means predicting expected future measures or results based on past measures or results.(c) is a form of estimation.(d) is good, but is not as good as Six Sigma fivecasting.
Change Control requires all of the following except(a) defining change requests.(b) updating specifications.(c) communicating change to team members.(d) deciding what to change.
A process requirement is(a) a requirement on a defined measure of a process that is happening.(b) only used to measure processes that have no effect on output.(c) only used in service industries.(d) a made-up term that doesn’t mean anything.
In quality management, objective means(a) the same, no matter who does the checking.(b) of, or relating to the object, that is, the product.(c) objectionable.(d) giving no reason for anyone to object.
A destruct test(a) destroys all the evidence of an error.(b) should be used on every product we produce.(c) destroys the product, but gives us information about defects in the batch of products from which it came.(d) is a really bad idea.
Effectiveness is(a) our ability to achieve desired results.(b) our ability to minimize waste.(c) the same as productivity.(d) less important than efficiency
Synergy is(a) the quality of people being able to do more together than we could do separately.(b) a meaningless buzzword.(c) implemented through a carefully structured plan.(d) of little real value.
A best practices is(a) a high-level guideline to use in project planning.(b) a universal principle that cannot be broken.(c) the best way to do a repetitive process.(d) out-dated and no longer used in quality management.
Variations on control charts handle all of these cases except(a) varying batch sizes.(b) higher quality, with more levels of sigma within the requirements specification.(c) special adjustments to ensure we have found all the defects.(d) adjustments for samples taken over time
Which of these is not an indicator of a special cause on a control chart?(a) A point outside either of the control limits.(b) Four sequential ascending or descending points.(c) Seven sequential points on one side of the mean.(d) Two out of three points are on the same side of the mean and outside
Which of these jobs would probably not be done with a Pareto chart?(a) Prioritizing problems to solve first.(b) Trying to get a handle on an overwhelming number of customer complaints.(c) Deciding which special causes from a control chart to tackle first.(d) Trying to determine if we have found
An Ishikawa diagram(a) helps us find many causes for one effect.(b) helps us find the many effects of one cause.(c) helps us detect defects.(d) helps us detect defectors.
Which of these is not essential to do before using statistics?(a) Standardize operations.(b) Create quality teams with good communications.(c) Set up an internal audit department.(d) Prepare clear specifications.
An intervention is(a) an external audit required due to suspicious activity.(b) a new or different process being tested by evaluation or experiment.(c) a tool for resolving disputes between auditors and managers.(d) one part of a traditional finding.
Forensic means(a) related to, or at a level acceptable for, legal proceedings.(b) scientific.(c) an autopsy or post-mortem—investigation after the fact.(d) of or related to standards.
A risk footprint is(a) a sign that Sasquatch—also known as Bigfoot—is nearby.(b) the mark left on a manager’s behind when he is kicked out for risking too many corporate assets.(c) an auditor’s assessment of the likelihood of the company being sued.(d) a tool prepared by auditors using
Which of these best describes an auditor’s activities in terms of the Plan Do Check Act (PDCA) cycle?(a) Planning to reduce risk.(b) Doing activities that improve management.(c) Independent checking.(d) Defining action to resolve problems.
Which of these is not one of the three main ways in which auditing can add value?(a) Increasing ability or likelihood of achieving mission.(b) Reducing cost or risk of cost.(c) Holding management accountable.(d) Reducing fiduciary responsibility.
Which of these techniques would not likely to be central to re-engineering to design in quality and eliminate error?(a) Quality Assurance methods(b) Pareto diagrams(c) Root cause analysis(d) Quality control testing
Which of these is not true? Testing just before delivery(a) costs too much; the 1:10:100 rule dictates that all tests should be done sooner.(b) is important because it is the last chance to catch errors before the customer.(c) reduces returns and warranty repair costs.(d) can be automated.
A good measurement in a quality test is all of these, except(a) always used to test every part.(b) unbiased.(c) as low cost as possible.(d) sufficiently precise.
An objective test result(a) is the result of testing a physical object.(b) would be the same no matter who performed the test.(c) could be explained to someone who disagreed with it, so that they could not object.(d) does not require a person, as it is performed by automated machinery.
Which of these is not a barrier to including engineers in organizationwide quality improvement?(a) Engineers often have their own jargon and can’t speak in ways customers understand because they haven’t learned how.(b) Companies often have barriers between divisions that isolate engineers from
Which of these is not true about synergy?(a) It arises, but we can’t make it happen.(b) We can create the situation where synergy arises by eliminating hassle and focusing on quality as a team.(c) The attitude of customer service within the team makes synergy more likely.(d) As a team, we can
When telling a team member about an error, which of these should you always do?(a) Ask the person how he or she feels.(b) Be clear and specific about the facts.(c) Give the person the chance to fix the mistake himself or herself.(d) Tell the person in private, without the team present.
Which of these quality management methods has been adapted to be a technique for personal transformation in quality work?(a) Total Quality Management(b) Six Sigma(c) Scientific Management(d) The Zero Defect movement
Which is the best statement about individual and team quality effort?(a) Individuals do their best, and the team provides support.(b) As individuals, we make mistakes; so we need a team to do quality.(c) Both individual attention to quality and a team effort to catch errors are essential to quality
Which one of these is an effective part of leading a quality team?(a) Slogans.(b) Making sure everyone takes care of all the details.(c) Improving the team’s ability to pay attention.(d) Making sure you treat everyone exactly the same.
Which of the following statements best describes the relationship between inspection and quality control?(a) QC replaced inspection.(b) QC provides information for process improvement, where inspection only supports the removal or repair of defects.(c) Inspection and quality control are very
Which of these is not one of the qualities of a good requirements specification according to IEEE standard 830-1993?(a) consistent(b) integrated(c) feasible(d) unambiguous
SIPOC stands for(a) Standard Industry Procedures Optimize Consumption.(b) Savvy Individuals Please Opinionated Customers.(c) Slick Industry Powerhouses Outwit Consumers.(d) Slipshod Irritating Products Outrage Customers.(e) Supplier, Input, Process, Output, Customer.
When describing flows in business, which one of these is not usually described as flowing? (This is a tricky one. If you get stuck, see the hint after the quiz.)(a) quality(b) cash(c) work(d) information
Which of these is not a reason that companies should maintain quality management initiatives?(a) When we don’t spiral up towards more quality, we quickly spiral down towards less.(b) If our competitors keep the focus on quality and we don’t, we will quickly fall behind and lose market share.(c)
All of the following methods have been used by businesses to deal with known errors in products. Which one is least effective for the business in the long run?(a) When an error is found, fix it or scrap the product with the error.(b) When an error is found, trace the effects forward and evaluate
Which of the following is not a legitimate option when a single defect is found in inspection or testing of a single instance of product?(a) Allowing the product to go to the customer with the defect.(b) Reworking the product to eliminate the defect, then making sure that the product is error free
Which of these is not true of the 1:10:100 rule?(a) It describes the ratio time and cost for error elimination across planning:development:delivery.(b) It has been found to apply in many industries and situations.(c) Lower ratios have been found in certain cases.(d) Higher ratios have been found in
Which of these is not one of the three types of requirements?(a) an output requirement(b) a statistical requirement(c) an process requirement(d) an input requirement
Which of these is the most effective way to use requirements?(a) Separate standards from customer, technical, and stakeholder requirements, and deal with each one independently.(b) In business, allow the customer to define the standards you must meet.(c) Define a set of requirements that includes
“The voice of the customer” can best be described as(a) a method that was defined by the developers of Six Sigma quality management.(b) a catch phrase that reminds us to be sure we know what really matter to the customer.(c) a structured tool for gathering customer requirements.(d) a way of
Which of these was a source of disappointment in the results of quality improvement programs for North American executives in the early 1990s?(a) Promised increase in market share did not happen because competitors improved quality, too.(b) Total Quality Management could not be adapted successfully
Which of these is not a reason that quality improvement programs become separated from customer value?(a) Internal managers and workers have no connection with the customer.(b) Big companies just don’t care about their customers.(c) Companies don’t promote an empowered culture with customer
The most important issue in customer delight is(a) being able to truly see things from the customer’s perspective.(b) delivering a product that totally satisfies the customer.(c) ensuring that the customer likes our company.(d) guaranteeing increases in productivity.
In categorizing consumers into customer groups, which of the following is not important?(a) Identifying the buyer/decision-maker.(b) Identifying the customer/user.(c) Contacting every customer.(d) Defining the primary need of the customer.
Which of the following is not a result of a poor quality requirements specification?(a) We meet the specification, but don’t satisfy the customer.(b) Costly rework.(c) A measured result falls outside accepted tolerances, indicating presence of an error.(d) More problems in production.
Which of the following is not a way of managing the fact that we make many identical products, but customers all have different preferences?(a) Customizing the product.(b) Standardizing the product, and accepting that we won’t please everyone.(c) Requirements elicitation.(d) Making multiple
Quality management is synonymous with(a) quality assurance.(b) requirements elicitation.(c) inspection.(d) error management.
Which of these is a core question asked during requirements elicitation?(a) What makes it good?(b) What does the customer want?(c) What fulfills customer needs and expectations?(d) How do we eliminate error?
Which of these fields defines quality as “conformance to specifications”?(a) marketing(b) economics(c) operations management(d) philosophy
Which of these is not part of the way quality was passed down in ancient times?(a) written texts(b) secret teachings(c) the scientific method(d) apprenticeship in guilds
All things deteriorate over time. Which of these is not a reason for the deterioration of quality?(a) Standards change.(b) Things wear out.(c) The situation changes, but people keep doing the same thing.(d) Students sometimes learn poorly and don’t do as well as their teachers.
Which of these is the best question to ask when defining quality in business?(a) What is best for the company and its customers?(b) How can we improve our products or services?(c) How can we add the greatest value?(d) What do customers like about our present or future products and services?
Which of these is not one of the four levels of the experience of quality?(a) social(b) universal(c) religious(d) cultural(e) personal
The two main dimensions of quality are(a) ancient and modern.(b) aesthetic and functional.(c) external and internal.(d) functional and engineering.
List the various benefits of EMS.
Explain the ISO 26000: Quality System for Ensuring Social Responsibility.
Explain the ISO 14000: Environmental Management System (EMS).
Explain the AS 9100 Quality System for the Aerospace Industry.
Explain the ISO 13485 Quality System for Medical Devices.
Explain the QS/TS 16949 Quality System for the Automotive Industry.
‘Implementing quality management standards improves the effectiveness of the result.’ Validate this statement with a case study.
What are the various steps for implementation of ISO 9001?
What are the seven quality management principles of the ISO 9000 series?
Explain the various editions of ISO 9000.
What are the requirements of ISO 9000?
Write a short note on the ISO 9000 quality system.
Explain the military quality system.
What do you understand by quality systems?
What is a good OEE score?
What is breakdown maintenance?
How does preventive maintenance impact productivity?
What do you mean by preventive maintenance?
What is autonomous maintenance?
What is total quality maintenance?
How many types of TPM are there?
What are the benefits of TPM?
What is the goal of TPM?
What is the OEE calculation?
What are the 5S in kaizen?

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Total Quality Management Principles Methods And Applications 1st Edition Sunil Luthra, Dixit Garg, Ashish Agarwal, Sachin K. Mangla - Solutions

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