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75 Cards in this Set

  • Front
  • Back
Whichof the following is not a component of the quality system model?
A) planning
B)continual improvement
C)organizational behavior
D) change
E) renewal
C)organizational behavior
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
D)creating a process map
A ________ determines the parameters for process improvement.
A)process map
B)check sheet
C)control chart
D)cause-and-effect diagram
E)histogram
A)process map
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
C)diamond
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
E) parallelogram
Withreference to the language of flowcharts, a ________ is used whenever processingtakes place.A) circle
B) triangle
C) diamond
D)rectangle
E)parallelogram
D)rectangle
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
B)settling on a standard set of process mapping symbols to be used
________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
C)Check sheets
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
D)histograms
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
C)check sheet
________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
C)Histograms
Calculatethe number of classes if there are 130 observations in a data set?
A)8
B)7
C)6
D)5
E)4
A)8
Ishikawa'sBasic Seven Tools of Quality
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
A) scatterdiagram
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
B) scatter plot
________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
B)Control charts
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
A)cause-and-effect diagram
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
A) fishbone diagram
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
D)cause-and-effect diagram
________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
E) Pareto charts
________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
C)Pareto charts
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

D)Pareto charts
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
E)affinity diagram
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
B)affinity diagram
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
A)interrelationship digraph
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
A)tree diagram
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
E)tree diagram
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
B) tree diagram
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
D)prioritization grid
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
A) matrix diagram
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
C)activity network diagram
________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
B)Spider charts
________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
D)Balanced scorecards
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
B)balanced scorecard
Theroot causes of the problems associated with the process are identified using acause-and-effect diagram. T/F
TRUE
Ahistogram is a picture of a process
T/F

FALSE


histogramIs simply graphical representations of data in a bar format.

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

TRUE

Ina process map, a rectangle indicates there is a decision to be made
T/F
False
Withreference to the language of flowcharts, a rectangle is used whenever processingtakes place
Ina process map, a parallelogram appears whenever materials, forms, or toolsenter or leave the process.
T/F

TRUE

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

TRUE

A SIPOC diagram is useful when it is clear who the customers are and wherespecifications for inputs do not exist.T/F
FALSE
SIPOC diagramis a tool used by a team to identify all relevant elements of a process improvement project before work begins.
Checksheets are data-gathering tools that can be used in forming histograms
T/F

TRUE

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

TRUE

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

FALSE


histogramIs simply graphical representations of data in a bar format.

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

FALSE


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

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

TRUE

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

TRUE

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

TRUE

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

FALSE


fishbone diagram

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

TRUE

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

FALSE


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

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

FALSE


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

The Pareto chart is one of the new seven tools for management.T/F
FALSE
The Pareto chart is basic seven (B7) tools of quality
Anactivity network diagram helps a group converge on a set number of themes orideas that can be addressed later.
T/F
FALSE
An activity network diagram is also known as a PERT diagram or critical path diagram and is usedin controlling projects.
Anaffinity diagram creates a hierarchy of ideas on a large surface.
T/F

TRUE

Thefirst step to making a prioritization grid is to construct an affinity diagramto identify the issues relating to a problem.
T/F
FALSE
The first step in completing a(n) interralationship digraph to construct an affinity diagramto identify the issues
Thetree diagram is useful to identify the steps needed to address a given problem.
T/F

TRUE

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

FALSE


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

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

TRUE

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

FALSE


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

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

TRUE

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

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

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

TRUE

Whatare Ishikawa's seven basic tools of quality and how should they be usedtogether
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.
Whatare the steps involved in process mapping
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.
Definecheck sheets and describe the steps involved in setting up a check sheet
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.
Definehistograms and state the rules for developing histograms
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.
Definea scatter diagram and describe the steps involved in setting up a scatter plot.
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.
What are cause-and-effect diagrams?
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.
Describe the function of a Pareto chart. How does the 80/20 rule apply
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.
Describethe function of an affinity diagram.
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.
Whatis an interrelationship digraph and when should it be used
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.
Definea tree diagram and describe the steps used to complete a tree diagram
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
Whatis a prioritization grid
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.
Definea matrix diagram. What are the steps involved in constructing a matrix diagram
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.
State the importance of balanced scorecards in measuring performance
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.