Scmt307 Chapter 10

Front 1

Whichof the following is not a component of the quality system model?
A) planning
B)continual improvement
C)organizational behavior
D) change
E) renewal

Back 1

C)organizational behavior

Front 2

What is the first step in a process improvement project?
A)creating a control chart
B)developing scatter plots
C)developing a histogram
D)creating a process map
E)setting up a check sheet

Back 2

D)creating a process map

Front 3

A ________ determines the parameters for process improvement.
A)process map
B)check sheet
C)control chart
D)cause-and-effect diagram
E)histogram

Back 3

A)process map

Front 4

Withreference to the language of process maps, a ________ indicates there is adecision to be made.
A)parallelogram
B)rectangle
C)diamond
D)triangle
E)circle

Back 4

C)diamond

Front 5

Withreference to the language of process maps, a ________ is used whenevermaterials, forms, or tools enter or leave the process.
A) circle
B) triangle
C) diamond
D) rectangle
E) parallelogram

Back 5

E) parallelogram

Front 6

Withreference to the language of flowcharts, a ________ is used whenever processingtakes place.A) circle
B) triangle
C) diamond
D)rectangle
E)parallelogram

Back 6

D)rectangle

Front 7

Whatis the first step in process mapping?
A)developing a map of the process
B)settling on a standard set of process mapping symbols to be used
C)reviewing a draft copy of the process map with the employees
D)observing the work being performed by shadowing the workers performing the workE)clearly communicating the purpose of the process map to all the individualsinvolved in the exercise

Back 7

B)settling on a standard set of process mapping symbols to be used

Front 8

________are data-gathering tools that can be used in forming histograms.
A) Process maps
B) Pareto charts
C)Check sheets
D)Scatter plots
E)Control charts

Back 8

C)Check sheets

Front 9

Check sheets are data-gathering tools that can be used in forming ________.
A)Pareto charts
B)scatter diagrams
C)cause-and-effect diagrams
D)histograms
E)control charts

Back 9

D)histograms

Front 10

Thefirst step in setting up a ________ is to identify common defects occurring inthe process.
A)histogram
B)Pareto chart
C)check sheet
D)control chart
E)process map

Back 10

C)check sheet

Front 11

________are simply graphical representations of data in a bar format.
A)Cause-and-effect diagrams
B)Process maps
C)Histograms
D)Scatter plots
E)Pareto charts

Back 11

C)Histograms

Front 12

Calculatethe number of classes if there are 130 observations in a data set?
A)8
B)7
C)6
D)5
E)4

Back 12

A)8
Ishikawa'sBasic Seven Tools of Quality

Front 13

The________ is used to examine the relationships between variables.
A) scatterdiagram
B) process map
C)cause-and-effect diagram
D)Pareto chart
E)control chart

Back 13

A) scatterdiagram

Front 14

Thefirst step in setting up a ________ is to determine the independent anddependent variables.A) control chart
B) scatter plot
C)process map
D)histogram
E)check sheet

Back 14

B) scatter plot

Front 15

________are used to determine whether a process will produce a product or service withconsistent measurable properties.
A)Scatter diagrams
B)Control charts
C)Process maps
D)Cause-and-effect diagrams
E)Histograms

Back 15

B)Control charts

Front 16

The ________ is used to move to lower levels of abstraction in solvingproblems.
A)cause-and-effect diagram
B) Pareto chart
C)control chart
D)histogramE)scatter diagram

Back 16

A)cause-and-effect diagram

Front 17

The cause-and-effect diagram is also called a(n) ________.
A) fishbone diagram
B) tree diagram
C) affinity diagram
D) matrix diagram
E)scatter diagram

Back 17

A) fishbone diagram

Front 18

The first step in creating a ________ is to state the problem clearly in thehead of the fish.
A)control chart
B)Pareto chart
C)scatter diagram
D)cause-and-effect diagram
E)histogram

Back 18

D)cause-and-effect diagram

Front 19

________are used to identify and prioritize problems to be solved.
A) Scatterdiagrams
B) Histograms
C)Control charts
D)Cause-and-effect diagrams
E) Pareto charts

Back 19

E) Pareto charts

Front 20

________are frequency charts that are aided by the 80/20 rule.
A)Cause-and-effect diagrams
B) Controlcharts
C)Pareto charts
D)Histograms
E)Scatter diagrams

Back 20

C)Pareto charts

Front 21

The first step in constructing ________ is to gather categorical data relatingto quality problems.
A)control charts
B)histograms
C)scatter diagrams
D)Pareto charts
E)cause-and-effect diagrams

Back 21

D)Pareto charts

Front 22

Whichof the following is one of the new seven tools for management?
A) process map
B)cause-and-effect diagram
C)histogram
D)check sheet
E)affinity diagram

Back 22

E)affinity diagram

Front 23

A(n) ________ is a tool that helps a group converge on a set number of themesor ideas that can be addressed later.
A)tree diagram
B)affinity diagram
C)prioritization grid
D)matrix diagram
E)interrelationship digraph

Back 23

B)affinity diagram

Front 24

The first step in completing a(n) ________ is to construct an affinity diagramto identify the issues relating to a problem
A)interrelationship digraph
B)matrix diagram
C)tree diagram
D)prioritization grid
E)activity network diagram

Back 24

A)interrelationship digraph

Front 25

A(n)________ is useful to identify the steps needed to address the given problem.
A)tree diagram
B)prioritization grid
C) activitynetwork diagram
D)interrelationship digraph
E)affinity diagram

Back 25

A)tree diagram

Front 26

A(n)________ is very similar to a work breakdown structure used in planningprojects.
A) matrixdiagram
B)prioritization grid
C)interrelationship digraph
D)affinity diagram
E)tree diagram

Back 26

E)tree diagram

Front 27

Thefirst step in completing a(n) ________ is to assemble the header cards from theaffinity diagram.
A) matrix diagram
B) tree diagram
C)prioritization grid
D)activity network diagram
E)interrelationship digraph

Back 27

B) tree diagram

Front 28

A(n)________ is used to make decisions based on multiple criteria.
A) tree diagram
B) matrix diagram
C)interrelationship digraph
D)prioritization grid
E)affinity diagram

Back 28

D)prioritization grid

Front 29

The________ is similar in concept to quality function deployment in its use ofsymbols, its layout, and its application.
A) matrix diagram
B) tree diagram
C)prioritization grid
D)affinity diagram
E)activity network diagram

Back 29

A) matrix diagram

Front 30

The________ is also known as a PERT diagram or critical path diagram and is usedin controlling projects.
A) affinitydiagram
B) tree diagram
C)activity network diagram
D)cause-and-effect diagramE)matrix diagram

Back 30

C)activity network diagram

Front 31

________are graphs that present multiple metrics simultaneously in a two-dimensionalplane.
A)Interrelationship digraphs
B)Spider charts
C)Tree diagrams
D)Activity network diagrams
E) Process decision program

Back 31

B)Spider charts

Front 32

________are usually spreadsheets that are communicated to management on a regularbasis–weekly, monthly, quarterly, and annually.
A)Matrix diagrams
B)Affinity diagrams
C)Process decision program charts
D)Balanced scorecards
E)Spider charts

Back 32

D)Balanced scorecards

Front 33

A(n)________ involves integrating financial measures of business success along withnonfinancial, operational information about the business.A)spider chart
B)balanced scorecard
C) affinity diagram
D) matrix diagram
E)process decision program chart

Back 33

B)balanced scorecard

Front 34

Theroot causes of the problems associated with the process are identified using acause-and-effect diagram. T/F

Back 34

TRUE

Front 35

Ahistogram is a picture of a process
T/F

Back 35

FALSE

histogramIs simply graphical representations of data in a bar format.

Front 36

Thefirst step in many process improvement projects is to create a map of theprocess as it exists.T/F

Back 36

TRUE

Front 37

Ina process map, a rectangle indicates there is a decision to be made
T/F

Back 37

False
Withreference to the language of flowcharts, a rectangle is used whenever processingtakes place

Front 38

Ina process map, a parallelogram appears whenever materials, forms, or toolsenter or leave the process.
T/F

Back 38

TRUE

Front 39

Thefirst step in process mapping is to settle on a standard set of process mappingsymbols to be used.
T/F

Back 39

TRUE

Front 40

A SIPOC diagram is useful when it is clear who the customers are and wherespecifications for inputs do not exist.T/F

Back 40

FALSE
SIPOC diagramis a tool used by a team to identify all relevant elements of a process improvement project before work begins.

Front 41

Checksheets are data-gathering tools that can be used in forming histograms
T/F

Back 41

TRUE

Front 42

Thefirst step in setting up a check sheet is to identify common defects occurringin the process.T/F

Back 42

TRUE

Front 43

Histogramsare simply graphical representations of data in a pie chart format
T/F

Back 43

FALSE

histogramIs simply graphical representations of data in a bar format.

Front 44

Ascatter diagram is a graphical representation of data in a bar chart format T/F

Back 44

FALSE

The Ascatter diagram is used to examine the relationships between variables.

Front 45

Thefirst step in setting up a scatter plot is to determine the independent anddependent variables.T/F

Back 45

TRUE

Front 46

Controlcharts are used to determine whether a process will produce a product orservice with consistent measurable properties.
T/F

Back 46

TRUE

Front 47

Thecause-and-effect diagram is used to move to lower levels of abstraction insolving problems.T/F

Back 47

TRUE

Front 48

Thecause-and-effect diagram is also called a tree diagram
T/F

Back 48

FALSE

fishbone diagram

Front 49

Paretocharts are used to identify and prioritize problems to be solved.
T/F

Back 49

TRUE

Front 50

Controlcharts are frequency charts that are aided by the 80/20 rule
T/F

Back 50

FALSE

The pareto chartare frequency charts that are aided by the 80/20 rule

Front 51

Whenusing Pareto analysis, a frequency chart is constructed showing the number ofoccurrences in ascending order.T/F

Back 51

FALSE

I n a Pareto analysis a frequency chart must be constructed, showing the number of occurrences in descending order.

Front 52

The Pareto chart is one of the new seven tools for management.T/F

Back 52

FALSE
The Pareto chart is basic seven (B7) tools of quality

Front 53

Anactivity network diagram helps a group converge on a set number of themes orideas that can be addressed later.
T/F

Back 53

FALSE
An activity network diagram is also known as a PERT diagram or critical path diagram and is usedin controlling projects.

Front 54

Anaffinity diagram creates a hierarchy of ideas on a large surface.
T/F

Back 54

TRUE

Front 55

Thefirst step to making a prioritization grid is to construct an affinity diagramto identify the issues relating to a problem.
T/F

Back 55

FALSE
The first step in completing a(n) interralationship digraph to construct an affinity diagramto identify the issues

Front 56

Thetree diagram is useful to identify the steps needed to address a given problem.
T/F

Back 56

TRUE

Front 57

Aprioritization grid is used to make decisions based on a single criterion
T/F

Back 57

FALSE

A(n) prioritization grid is used to make decisions based on multiple criteria.

Front 58

Thematrix diagram is similar in concept to quality function deployment in its useof symbols, its layout, and its application.
T/F

Back 58

TRUE

Front 59

Acontrol chart is a tool used to brainstorm possible contingencies or problemsassociated with the implementation of some program or improvement
T/F

Back 59

FALSE

control chart is used to determine whether a process will produce a product or service withconsistent measurable properties.

Front 60

The activity network diagram is also known as a PERT diagram or critical-pathdiagram and is used in controlling projects.
T/F

Back 60

TRUE

Front 61

Processdecision program charts are graphs that present multiple metrics simultaneouslyin a two-dimensional plane.
T/F

Back 61

FALSE

A process decision program chart is a tool to help brainstorm possible contingencies or problems associated with the implementation of some program or improvement

Front 62

Theusefulness of the balanced scorecard comes from integrating financial measuresof business success along with nonfinancial, operational information about thebusiness
T/F

Back 62

TRUE

Front 63

Whatare Ishikawa's seven basic tools of quality and how should they be usedtogether

Back 63

Thebasic seven tools of quality are process maps (flow charts), check sheets,histograms, scatter plots, control charts, cause-and-effect diagrams, andPareto analysis. The tools should be applied as follows: First, a flow chart isused to get a big picture of the process. From this big picture, criticalpoints along the process are selected for data collection, which isaccomplished with a check sheet. The data collected by a check sheet areanalyzed with histograms, scatter plots, or control charts. Then, acause-and-effect diagram can be used to find the root causes of the primaryproblem, and finally a Pareto chart can be used to prioritize causes formitigation.

Front 64

Whatare the steps involved in process mapping

Back 64

Aprocess map is a picture of a process. The first step in many processimprovement projects is to create a map of the process as it exists. Steps inprocess mapping include:• Settlingon a standard set of process mapping symbols to be used.• Clearlycommunicating the purpose of the process map to all the individuals involved inthe exercise.• Observingthe work being performed by shadowing the workers performing the work.• Developinga map of the process.• Reviewingthe process map with the employees to make needed changes and adjustments tothe process map.• Developa map of the improved process.

Front 65

Definecheck sheets and describe the steps involved in setting up a check sheet

Back 65

Checksheets are data-gathering tools that can be used in forming histograms; theycan be either tabular, computer based, or schematic. Setting up a check sheetinvolves the following steps:• Identifycommon defects occurring in the process.• Drawa table with common defects in the left column and time period across the topsof the columns (see Figure 10-8) to track the defects.• Theuser of the check sheet then places checkmarks on the sheet whenever the defectis encountered.

Front 66

Definehistograms and state the rules for developing histograms

Back 66

Histogramsare simply graphical representations of data in a bar format. There are severalrules for developing histograms:• Thewidth of the histogram bars must be consistent (i.e., class widths are the samewhere each bar contains a single class).• Theclasses must be mutually exclusive and all-inclusive (or collectiveexhaustive).• Agood rule of thumb for the number of classes is given by the model 2k ≥ n,where n is the number of raw data values and k is the numberof classes. Solving this equation for k, we obtain k ≥ log n/log2.

Front 67

Definea scatter diagram and describe the steps involved in setting up a scatter plot.

Back 67

Ascatter diagram or scatter plot is used to examine the relationships betweenvariables. The following steps are involved in setting up a scatter plot:• Determineyour x (independent) and y (dependent) variables.• Gatherprocess data relating to the variables identified in step 1.• Plotthe data on a two-dimensional plane.• Observethe plotted data to see whether there is a relationship between the variables.

Front 68

What are cause-and-effect diagrams?

Back 68

TheIshikawa cause-and-effect or fishbone or Ishikawa diagram is a good tool tohelp us move to lower levels of abstraction in solving problems. The diagramlooks like the skeleton of a fish, with the problem being the head of the fish,major causes being the "ribs" of the fish, and subcauses formingsmaller "bones" off the ribs.

Front 69

Describe the function of a Pareto chart. How does the 80/20 rule apply

Back 69

Paretocharts are used to identify and prioritize problems to be solved. These areactually frequency charts that are aided by the 80/20 rule adapted by JosephJuran from Vilfredo Pareto, the Italian economist. The 80/20 rule states thatroughly 80% of the problems are created by roughly 20% of the causes. Thismeans that there are a vital few causes that create most of the problems. Thisrule can be applied in many ways, and 80% and 20% are only estimates; the actualpercentages may vary.

Front 70

Describethe function of an affinity diagram.

Back 70

Whenwe are solving a problem, it is often useful to first surface all the issuesassociated with the problem. A tool to do this is the affinity diagram. Theaffinity diagram helps a group converge on a set number of themes or ideas thatcan be addressed later. An affinity diagram creates a hierarchy of ideas on alarge surface.

Front 71

Whatis an interrelationship digraph and when should it be used

Back 71

Aninterrelationship digraph is used to understand the causal relationshipsbetween different issues that are surfaced by an affinity diagram. It alsohelps to identify the most important issues to be focused on in pursuing the solutionto a problem. It can be created by examining each issue in an affinity diagram,and asking what other issues are influenced by the issue at hand. Issues thatinfluence each other are connected by arrows, with the arrow emanating from thecause and pointing towards the result.

Front 72

Definea tree diagram and describe the steps used to complete a tree diagram

Back 72

A tree diagram is useful to identify thesteps needed to address a given problem.Thefollowing steps should be used to complete a tree diagram:• Assemblethe header cards from the affinity diagram. From these cards, choose the headercard that represents the most important issue.• Oncethe goal statement has been determined, ask, "What are the steps requiredto resolve or achieve this major objective or goal?"• Oncethe major tasks have been identified, move to the next level under each task,and ask for the second level tasks, "What are the steps required toresolve or achieve this objective or goal?"• Continuedoing this for successive levels until you have exhausted your ideas for steps

Front 73

Whatis a prioritization grid

Back 73

Aprioritization grid is used to make decisions based on multiple criteria. Forexample, in choosing a technology, we might have a variety of alternativeoptions. Also, the decision criteria vary as to how to choose possible desiredoutcomes. When there are multiple alternatives and multiple criteria, aprioritization grid is a good method to inform your decision making withoutresorting to more sophisticated analysis.

Front 74

Definea matrix diagram. What are the steps involved in constructing a matrix diagram

Back 74

Amatrix diagram is similar in concept to quality function deployment in its useof symbols, its layout, and its application. It is a brainstorming tool thatcan be used in a group to show the relationships between ideas or issues. Thesteps involved in constructing a matrix diagram are as follows:• Determinethe number of issues or dimensions to be used in the matrix.• Choosethe appropriate matrix.• Placethe appropriate symbols in the matrix.

Front 75

State the importance of balanced scorecards in measuring performance

Back 75

Balancedscorecards are usually spreadsheets that are communicated to management on aregular basis–weekly, monthly, quarterly, and annually. The usefulness of thebalanced scorecard comes from integrating financial measures of businesssuccess, such as key metrics, along with nonfinancial, operational informationabout the business, such as customer satisfaction and process performancemeasures.