Why is it difficult to define quality? The ___________________ are interrelated processes which consist of planning, control and improvement. Some companies use a _____________ system – which graphically tracks trends and results – to effectively facilitate the project selection and management process. What are the three primary technical tools for quality control and improvement? _________________________ _________________________ _________________________ Supply chain management deals with which major activities (a) Supplier audits (b) Supplier qualifications (c) Supplier certifications (d) Supplier development (e) all of the above Costs occur when the product does not perform satisfactorily after it is delivered to the customer. (a) External Failure (b) Internal Failure (c) Appraisal (d) Prevention (e) all of the above (f) none of the above __________________ are where the project is reviewed to ensure that it is on track and they provide a continuing opportunity to evaluate whether the team can successfully complete the project on schedule. _____________________ is a measurable objective that is used to enable a prospective customer to pass from one stage to another within the Six Sigma methodology. A model to guide improvement. The four steps, Plan-Do-Check-Act, are often called the PDCA cycle. (a) Control chart (b) Shewhart cycle (c) MBNQA process (d) none of the above Key process input variables, key process output variables and baseline performance are a part of which step in the quality and process improvement that occurs most effectively on a project-by-project basis? _________________ Complete results of pilot testing, including data display, analysis, experiments and simulation analyses are a part of which step in the quality and process improvement that occurs most effectively on a project-by-project basis? _________________ A summary of lessons learned from the project should be available in which step in the quality and process improvement that occurs most effectively on a project-by-project basis? _________________ The SIPOC diagram is a high-level map of a process. In which step should it be used in the quality and process improvement that occurs most effectively on a project-by-project basis? _________________ 14.____________________ is a strategy for implementing and managing quality improvement activities on an organization-wide basis. 15. These costs are incurred when products, components, materials, and services fail to meet quality requirements, and this failure is discovered prior to delivery of the product to the customer. (a) Appraisal costs (b) Internal Failure costs (c) External Failure costs (d) none of the above 16. ___________ may be defined in many ways. Most people have a conceptual understanding as it relates one or more desirable characteristics that a product or service should possess. Explain the importance of tollgates in the DMAIC process. Every product possess a number of elements that jointly describe what the user or consumer thinks of as quality. Sometimes these are called ____________________. Complex products, such as many appliances, automobiles, or airplanes, will usually require some repair over their service life. This is best describes as: (a) Durability (b) Serviceability (c) Reliability (d) Perceived Quality What is the reputation of the company or its product? (a) Durability (b) Serviceability (c) Reliability (d) Perceived Quality (How easy is it to repair the product?) There are many industries in which the customer’s view of quality is directly influenced by how quickly and economically a repair or routine maintenance activity can be accomplished. (a) Durability (b) Serviceability (c) Reliability (d) Performance Customers generally want caring and personalized attention from their service providers. Customers want to feel that their needs and concerns are important and are being carefully addressed. (a) Attentiveness (b) Serviceability (c) Professionalism (d) Perceived Quality 23. _______________isastrategicactivity,andisjustasvitaltoanorganization’slong-term business success as the product development plan, financial plan, the marketing plan, and plans for the utilization of human resources. Binomial distribution: Given that a coin has two sides (heads and tails). Determine the probability distribution of the number of Heads from flipping the coin 5 times. ________________ is the set of activities that ensures the quality levels of products and services are properly maintained and that supplier and customer quality issues are properly resolved. _________________ is a philosophy of an important framework for implementing quality and productivity improvement. The twenty data samples that follow are temperatures recorded on successive batches in a semiconductor manufacturing process (units are °C): {502, 543, 558, 540, 523, 532, 560, 544, 548, 540, 551, 557, 528, 549, 559, 520, 550, 535, 537, 557} (Must show how each is calculated) (a) Calculate the sample average. (b) Calculate the sample standard deviation (c) Calculate the sample median (d) Find the lower and upper quartiles. The content of liquid detergent bottles is being analyzed. Fourteen bottles, randomly selected from the process, are measured, and the results are as follows (in fluid ounces): {16.02, 16.03, 16.07, 16.04, 16.05, 16.01, 16.05, 16.02, 16.04, 16.03, 16.09, 16.00, 16.02, 16.01} Calculate the mean and standard deviation (std) of the fluid ounces. (Must show how each is calculated) The time to failure in hours of an electronic component subjected to an accelerated life test is shown in Table 1. To accelerate the failure test, the units were tested at elevated temperature (read down, then across). (Must show how each is calculated) (a) Calculate the sample average and standard deviation. (b) Construct a histogram (c) Find the sample median and the lower and upper quartiles. Table 1 30. __________________ often is associated with Six Sigma, but regardless of the approach taken by an organization strategically, it is an excellent tactical tool for quality professionals to employ.