Module 04 Review Questions(1)

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OMBA 6944 Operations and Supply Chain Management Review Questions Module 4 1. Which one of the following statements is a key feature of both TQM and Six Sigma? A. Quality is primarily the responsibility of all employees in the organization. B. Quality is primarily the responsibility of the quality control department. C. Quality is primarily the responsibility of the production department. D. Quality is primarily the responsibility of top management. 2. What is one reason that Six Sigma is more difficult to apply to service processes? A. There is no manual that suggests how Six Sigma can be applied to services. B. The work product is more difficult to see. C. There is no way to measure process capability of a service product. D. The National Six Sigma Society cautions against using it for services. 3. What is the correct project cycle for a Six Sigma project? A. Define, improve, analyze, control, plan B. Define, measure, analyze, improve, control C. Make, define, analyze, interpret, control D. Analyze, define, measure, improve, check E. Plan, do, act, control 4. Which step of the Six Sigma DMAIC procedure involves identifying data sources and preparing a data collection plan? A. define B. measure C. analyze D. improve E. control 5. A Three Sigma program has how many defects per thousand? A. 34 B. 2.7 C. 3 times the standard deviation

D. 2700 E. 1500 6. A Six Sigma program has how many defects per million? A. 3.4 B. 34 C. 1000 D. 6 times the standard deviation E. 2700 7. Suppose that a firm has historically been achieving "Three Sigma" quality. If the firm later changes its quality management practices such that it begins to achieve "Six Sigma" quality, which of the following phenomena will result? A. The average number of defects will be cut in half. B. The specification limits will be moved twice as far from the mean. C. The average number of defects will be cut by 99.9997%. D. The average number of defects will be cut by 99.87%. E. The average number of defects will be cut by 99.73%. 8. The primary assumption of Six Sigma is that ________________ lead to opportunities for errors and this opportunity lead to risks for ____________. A. deviations in services; service defects. B. variations in product design; product risks. C. variations in products; product defects. D. variations in processes; product defects. E. variations in employees; product defects. 9. A yield for a given process is ________________ Error Opportunities = 2000 Estimated defects = 20 A. 88.5 B. 90 C. 95 D. 99 E. 99.95 10. A yield for a given process is ________________ Error Opportunities = 4000 Estimated defects = 30 A. 88.5 B. 90

C. 92.50 D. 99.25 E. 99.95 11. When considering the plan-do-study-act cycle for problem solving, instructing other employees in the use of the new process occurs in the ________ step. A. plan B. do C. study D. act 12. When considering the plan-do-study-act cycle for problem solving, quantitative goals are set for process improvement in the ________ step. A. plan B. do C. study D. act 13. When considering the plan-do-study-act cycle for problem solving, data collection to measure the improvements in the process occurs in the ________ step. A. plan B. do C. study D. act 14. Total quality management emphasizes: A. the responsibility of the quality control staff to identify and solve all quality-related problems. B. a commitment to quality that goes beyond internal company issues to suppliers and customers. C. a system where strong managers are the only decision makers. D. a process where mostly statisticians get involved. E. ISO 14000 certification. 15. A successful TQM program incorporates all EXCEPT which of the following? A. continuous improvement B. employee involvement C. benchmarking D. centralized decision-making authority E. JIT

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16. Which of the following statements regarding "Six Sigma" is TRUE? A. The term has two distinct meanings – one is statistical; the other is a comprehensive quality system. B. Six Sigma means that about 94 percent of a firm's output is free of defects. C. The Six Sigma program was developed by Toyota in the 1970s. D. The Six Sigma program is for manufacturing firms and is not applicable to services. E. Six Sigma certification is granted by the International Standards Organization (ISO). 17. The 15-year-old car didn't dazzle students or members of the opposite sex, but it started every morning and evening and got the professor to his destination on time, thereby scoring high on the: A. psychological impressions scale of quality. B. support scale of quality. C. fitness for use scale of quality. D. bells and whistles scale of quality.

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