EMAN 3310 Exam 2

An organization achieves quality by consistently meeting its competitors’ standards.

False

Regardless of superior quality, consumers will not pay premium prices.

False

Reducing the variability in our product or service is an important key to qualty.

True

Medical malpractice claims are an example of how poor quality can affect an organization through liability.

True

Convenience, reliability, and assurance are dimensions of service quality.

True

Cost of inspectors, testing, test equipment, and labs are examples of appraisal costs.

True

Modern quality management emphasizes finding and correcting mistakes before they reach the customer - catching the errors before they are shipped.

False

Six Sigma programs have both management and technical components.

True

When considering service quality, convenience often is a major factor.

True

The purpose of benchmarking is to establish a standard against which the organization’s performance can be judged and to identify a model or possible improvement.

True

A quality circle is a management team focused on implementing major changes to improve quality.

False

Total quality management attempts to involve everyone in an organization in the effort to achieve quality.

True

The “Control” phase of DMAIC is intended to ensure that

improvements are sustained

A tool that is not used for quality management is a

redesign

The quality tool which helps focus on the most important problem areas based on the 80-20 rule is

Pareto analysis

The quality tool that resembles a “fishbone” is

cause-and-effect diagrams

In order for TQM to be successful, it is essential that most of the organization be

in agreement with the philosophy and its goals

The process of identifying other organizations that are best at some facet of your operations, analyzing your performance versus theirs in order to establish a standard against which to judge performance, and identifying a model for learning how to improve is known as

benchmarking

Giving workers responsibility for quality improvements and authority to make changes is known as

employee empowerment

Managers have obligations to a wide variety of stakeholders such as shareholders, employees, and customers. When considering outsourcing production to offshore suppliers, managers have to weigh

I. cost benefits that might make shareholders wealthier.

II. quality issues that might make firms less productive and/or products riskier.

III. the investments already tied up in relationships with existing suppliers

I, II, and III

If customer satisfaction does not always lead to customer loyalty, firms may need to focus additional effort on _________ strategies.

retention

Which of the following is a tool that is widely used for assessing service quality?

SERVQUAL

Approving the effort that occurs during the production process is known as acceptance

False

Statistical process control is the measurement of rejects in the final product

False

Processes that are in control eliminate variations

False

Concluding that a process is out of control when it is not is known as a Type I error

True

Range charts are used mainly with attribute data

False

A p-chart is used to monitor the fraction of detectives in the output of a process

True

Control limits tend to be wider for more variable processes

True

Patterns of data on a control chart suggest that the process may have nonrandom variation

True

Run tests are useful in helping to identify nonrandom variations in a process

True

The best way to assure quality is to use extensive inspection and control charts

False

Attribute data are counted, variable data are measured

True

Range control charts are used to monitor process central tendency

False

The assurance that processes are performing in an acceptable manner is the focus of

quality control

Acceptance sampling, when it is used, is used

I. before production

II. during production

III. after production

I and III only

Which of the following quality control sample statistics indicates a quality characteristic that is an attribute?

proportion

A point which is outside of the lower control limit on an R-chart

should be investigated because an assignable cause of variation might be present

A shift in the process mean for a measured characteristic would most likely be detected by a

x-bar chart

The range chart (R-chart) is most likely to detect a change in

variability

The purpose of control charts is to

distinguish between random variation and assignable variation in the process

Organizations should work to improve process capability so that inspection efforts can become more

unnecessary

The basic issues of inspection include all of the following except

what will be the total cost involved

The greater the volume of the process being targeted for inspection, the more attractive _______ blank inspection is

automated

The approaches to quality assurance are

inspection alone, process control, and continuous improvement

Value stream mapping is a technique focused on finding new ways of adding value for critical stakeholders such as customers

False

Quality and highly capable production systems are requirements for the successful implementation of lean operations

True

Lean systems often use layouts that are based on multiple manufacturing cells

True

A goal of lean operations is to produce output using fewer resources than traditional planning systems

True

The lean philosophy recognizes that some work-in-process inventories are a necessary investment to allow for smooth work slow

False

In lean operations, a responsibility of the worker is to check the quality of their work

True

Limited WIP lowers inventory carrying costs but reduces flexibility

False

Engineering changes should not be made in the six-month period following the introduction of a new product

False

Lean purchasing requires frequent contract bidding by multiple sources to ensure the buyer of competitive prices

False

Setup time and its associated cost can often be reduced by the use of group technology

True

One problem with lean operations is that they can lead to much stress on workers due to their increased responsibility for process and quality improvement

True

The lean philosophy suggests that workers are

assets

Which of the following would you not expect to see in a lean environment?

a significant number of daily schedule changes

Which of the following does not contribute to reduced setup time and cost?

custom setup procedures for each product

The kaizen philosophy applies to __________

waste

Process design that supports lean does not include

duplicate facilities

A successful conversion to a lean system requires that the conversion

convert vendors to lean as one of the last steps

With regard to suppliers, lean systems typically involve

long-term relationships

A common objective of both MRP and the lean philosophy is to

reduce (and ultimately eliminate) “excess” inventory

Which of the following would not contribute to making services more lean?

have service workers handle multiple tasks simultaneously

Which of the following is not a risk of lean systems?

reduced cycle time

Breakdown programs often are prioritized such that some equipment gets a lot of attention and other equipment gets very little. This typically reflects the fact that breakdowns are consistent with

Pareto phenomena

The goal of maintenance is to maintain the productive system in good working order while minimizing

total maintenance costs

Factors affecting the decision of how much preventative maintenance is desirable typically include all of the following, except

type of product

Preventative maintenance is generally scheduled on the basis of

all of the choices

Ideally, preventative maintenance will be performed

just prior to a breakdown or failure

Attempting to determine when preventative maintenance activities should be performed is called

predictive maintenance

In the broadest sense, equipment and facilities preventative maintenance extends back to the

design and selection stage

A reactive approach to maintenance is _______ maintenance

breakdown

Which of the following is the primary consideration with regard to preventative maintenance?

how often the maintenance will occur

Which of the following would not improve the performance of a breakdown program?

reducing inventories of spare parts

The goal of aggregate planning is to achieve a production plan that effectively utilizes the organization’s resources to meet expected demand.

True

The assignment of work to specific machines and people are examples of aggregate planning.

False

Seasonality in demand has the advantage of leveling out requirements for our product or service.

False

Ultimately the overriding factor in choosing a strategy in aggregate planning is overall cost.

True

Aggregate planners commonly use trial-and-error methods in developing aggregate plans.

True

The use of tables and charts in aggregate planning usually enables planners to arrive at an optimal plan.

False

Aggregate planners typically use mathematical techniques such as linear programming for planning.

True

Subcontracting “in” would apply to periods in which our organization has excess capacity.

True

A time fence in the master schedule is used to prevent changes to the schedule within the frozen section.

True

After the first period of the planning horizon, available-to-promise is computed only for those periods in which there is no MPS guarantee.

True

Aggregate planning is capacity planning for

the intermediate range

One area in which aggregate planning decisions are made is

inventory levels

Aggregate planners attempt to balance

capacity and demand

One option for altering the pattern of demand is

pricing differentials

Which of the following would not be a strategy associated with adjusting aggregate capacity to meet unexpected demans?

use back orders

One option for altering the availability of capacity is

use of overtime or slack time

Moving from the aggregate plan to a master production schedule requires

disaggregation

Proactive and reactive aggregate planning strategies are best associated with

demand and capacity options

Which of the following are typically in play in a circumstance in which yield management is worthwhile?

I. perishable capacity

II. ample finished goods storage

III. demand variability

IV. low holding costs

I and III only

Aggregate planning for services is more difficult than aggregate planning for manufacturing because _______ and ________ are more difficult to predict.

demand; capacity availability

When the opportunity cost of lost revenue is relatively high, ________ become(s) relatively more attractive.

excess capacity

Which of the following differs between aggregate planning in services and aggregate planning in manufacturing?

costs of storing inventory

Which of the following steps in necessary to ensure that a master schedule is valid?

rough-cut capacity planning

The following are important considerations when developing a strategy to meet uneven demand

flexibility, costs, and company policy