Sample questions for Chapter 6
1. When a process fails to satisfy a customer:
a. it is quite often the customer’s fault.
b. it is considered a defect
c. it is time to reengineer the process.
d. it is usually half the customer’s fault and half the company’s fault.
2. Consumers consider five aspects when defining quality. Which one of the following is least
likely to be one of these aspects?
b. Fitness for use
c. Psychological impressions
d. Individual development
3. Which of the following would be considered a prevention cost of quality?
a. Inspecting incoming raw materials
b. Training workers to perform their jobs
c. Issuing a recall of defective product before another customer is injured
d. Performing a 24 hour burn-in on every item produced to make sure it works before it is
4. Which of the following would be considered an appraisal cost of quality?
a. Training workers to perform their jobs
b. Purchasing better tools for workers to perform their jobs
c. Repairing an item under the warranty
d. Running a functional test on each item before it is boxed for shipment
5. A prime example of an internal failure cost is:
a. the labor cost associated with inspecting every item produced.
b. the labor cost associated with repairing an item returned under warranty.
c. the material cost of a piece of stock metal that has had too large a hole drilled in it.
d. the material cost of the paint applied to the case of a finished unit.
6. If the quality level is increased by taking steps to prevent defects before they happen, which
one of the following statements is TRUE?
a. Prevention costs increase.
b. Appraisal costs increase.
c. Internal failure costs increase.
d. External failure costs increase.
7. At which of the following steps will the cost of detecting product defects be the highest?
c. Final testing
d. Raw material
8. Which one of the following statements about strategic considerations in total quality
management is TRUE?
a. Total quality management is another name for quality control.
b. Training programs for employees and monetary incentives are two ways organizations can
increase quality awareness in their employees.
c. Plants with the best quality control usually have a high percentage of quality inspectors. d. Setting specific quality goals is impossible because good quality is impossible to quantify.
9. Which one of the following statements is a key feature of total quality management (TQM)?
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.
10. The implementation of a total quality management program will most likely result in:
a. an increase in product lead times.
b. a decrease in employee involvement.
c. an increase in communication between workers.
d. an increase in work-in-process inventory.
11. Continuous improvement is a philosophy that:
a. uses problem-solving techniques within work teams.
b. ensures there are plenty of quality inspectors to find areas for improvement. c. waits until a big problem occurs, then systematically solves it.
d. encourages the hiring of statistical process control specialists to reduce the need for current
employees to learn statistical methods.
12. Which one of the following statements is TRUE?
a. No two products are exactly alike because the processes that produce them contain many
sources of variation, even if the process is a machine.
b. With due diligence, variation in a process can be completely eliminated.
c. SPC and TQM are two competing techniques for quality control.
d. Common causes of variation are those factors that can be identified as commonly occurring
at a particular process.
13. A measure of the dispersion of observations in a process distribution is called:
a. an average.
b. a range.
c. a shape.
d. a specification.
14. Which one of the following statements relating to quality is TRUE?
a. Sampling procedures based on measurement by variables should be used when quality
specifications are complex.
b. A distribution of sample means has more variance than the process distribution itself.
c. The distribution of sample means can be approximated by the normal distribution.
d. Sampling is a better approach than 100 percent inspection when the cost of accepting a
defective item is very high.
15. A milling operation has historically produced an average thickness of 0.005 inch with an
average range of 0.0015 inch. Currently, the first three items from each batch of 20 are
inspected. What is the value of the UCL? X
a. Less than or equal to 0.00200
b. Greater than 0.00200 but less than or equal to 0.00399
c. Greater than 0.00399 but less than or equal to 0.00599
d. Greater than 0.00599
16. A milling operation has historically produced an average thickness of 0.005 inch with an
average range of 0.015 inch. Currently, the first three items from each batch of 20 are
inspected. Use Table 6.1. What is the value of the LCL? X
a. Less than or equal to 0.00100
b. Greater than 0.00100 but less than or equal to 0.00299
c. Greater than 0.00299 but less than or equal to 0.00499
d. Greater than 0.00499
17. Historically, the average diameter of the holes drilled has been 0.25 cm and the average range
has been 0.1 cm. Determine the central line and upper and lower control limits for an and X-
an R-chart, assuming samples of size 8 will be taken. For the chart, what is the value of X-
a. Less than or equal to 0.100
b. Greater than 0.100 but less than or equal to 0.200
c. Greater than 0.200 but less than or equal to 0.300
d. Greater than 0.300
Answer: c 18. What is TQM? What are the major principles of it?
19. What are the quality costs? Briefly explain each.
20. What are ISO 9000 standards?
21. Distinguish between ISO 9000 and Malcolm Baldrige.
22. What is Malcolm Baldrige Award?
23. Compare traditional quality control to TQM philosophy.
24. What is the importance of Statistical Process Control?
25. What are the causes of variation?
26. Define the concept of six sigma.