Chapter 08 - Managing QualityChapter 8 Managing Quality Answer KeyMultiple-Choice Questions 1. Mean time between failure A. is used to measure a product's reliability.B. is used to measure a product's maintainability.C. is used to measure a product's maintainability and availability.D. is a measure of up time/(up time + down time).LO: 8.2Topic: Product QualityDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: MTBF is the average time the product functions from one failure to the next.2. SERVQUAL measures which dimension of service quality?A. Reliability, tangibles, assurance, empathy, and conformance quality.B. Performance quality, tangibles, responsiveness, reliability, and assurance.C. Responsiveness, tangibles, empathy, assurance, and reliability.D. Reliability, tangibles, responsiveness, empathy, and conformance quality.LO: 8.3Topic: Service QualityDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: The five dimensions of SERVQUAL are tangibles, reliability, responsiveness, assurance, and empathy. 3. The number of defects in a product measures A. reliability of the product.B. conformance quality of the product.C. quality of product design.D. none of the above. LO: 8.2Topic: Product QualityDifficulty: 3 HardAACSB: Reflective thinkingBloom’s: UnderstandFeedback: A defect exists when a product does not meet a specification; therefore defects represent nonconformance.8-1Chapter 08 - Managing Quality 4. Quality of design A. is one of the four decision areas of engineering.B. is determined before production by a cross-functional product design team.C. means a product has high reliability, maintainability, and availability.D. is the prime responsibility of the operations function. LO: 8.2Topic: Product QualityDifficulty: 3 HardAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Quality of design is determined prior to production beginning, and is usually the result of cross-functional decision making.5. A product's conformance to specifications A. is in response to customers' needs.B. determines sales price to the customer.C. is defined as continuity of service to the customer.D. is independent of the quality of design. LO: 8.2Topic: Product QualityDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: The design is translated into detailed specifications, and conformance to specifications is separate and independent.6. The quality cycle A. begins with defining customer needs.B. is stated as tolerances or minimum and maximum acceptable limits.C. is used for services, not products.D. produces control points and inspection techniques.LO: 8.4Topic: Quality Planning, Control, and ImprovementDifficulty: 1 EasyAACSB: Reflective thinkingBloom’s: RememberFeedback: The quality cycle begins with understanding the needs of customers. 8-2Chapter 08 - Managing Quality7. A production center is available for 8 hours per day in a factory. It is composed of several rotary parts, and the worker operating it is required to lubricate these rotary parts once each day. It takes 2 hours to remove these parts from the equipment, lubricate them, and reassemble them. The production center is not available for production during these times. The availability of the production center A. is 50%.B. is 75%.C. is 25%.D. cannot be computed with the given information.LO: 8.2Topic: Product QualityDifficulty: 3 HardAACSB: Application of knowledgeBloom’s: ApplyFeedback: Availability = MTBF / (MTBF + MTTR) = 6/(6+2) = 75%.8. Which of the following is NOT part of Deming's 14 points? A. Cease dependence on mass inspection.B. Create constancy of purpose.C. End the practice of awarding business on the basis of price tag alone.D. Exhort the workers to improve the quality system.LO: 8.7Topic: Quality PioneersDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Deming advocated eliminating exhortations (see Table 8.2).9. Which of the following is NOT part of the quality trilogy that Juran advocates? A. PlanningB. OperationsC. ControlD. ImprovementLO: 8.7Topic: Quality PioneersDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: A, C, and D compose Juran’s quality trilogy. 8-3Chapter 08 - Managing Quality 10. The Baldrige Award criteria emphasize all of the following EXCEPT A. strategy.B. operations.C. customers.D. zero defects. LO: 8.8Topic: ISO 9000Difficulty: 1 EasyAACSB: Reflective thinkingBloom’s: RememberFeedback: Zero defects is not a Baldrige category.11. Which of the following is NOT true about the cost of quality? A. Cost of quality is actually the cost of poor quality.B. Increasing prevention cost increases appraisal, internal, and external failure costs.C. Training cost is an example of prevention cost.D. Warranty is an example of external failure cost.LO: 8.6Topic: Quality, Cost of Quality, and Financial PerformanceDifficulty: 3 HardAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Increasing money spent on prevention should lead to lowered costs in other areas (see Figure 8.5).12. ________ is a combination of reliability and maintainability. A. Field serviceB. AvailabilityC. Quality of conformanceD. Mean time to repairLO: 8.2Topic: Product QualityDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Availability is a combination or reliability and maintainability.13. The six-step quality cycle approach includes all of the following EXCEPT A. set quality standards.B. define quality attributes on the basis of customer needs.C. find and correct causes of poor quality.D. reward employees for quality improvement.LO: 8.4Topic: Quality Planning, Control, and Improvement8-4Chapter 08 - Managing QualityDifficulty: 1 EasyAACSB: Reflective thinkingBloom’s: RememberFeedback: The six steps are define quality, decide measurement, set standards, establish tests, correct poor quality, and continue improvements. 14. Poka-yoke is A. designing products for multiple uses.B. a workforce that is likely to make mistakes.C. a service designed for the customer.D. designing a process so that it can only be performed correctly.LO: 8.5Topic: Mistake-ProofingDifficulty: 2 ModerateAACSB: Reflective thinkingBloom’s: UnderstandFeedback: Poka-yoke is designing products or processes so that the potential for error is reduced or eliminated. 15. Which of the following is correct about the philosophies advocated by Joseph Juran? A. Juran originated the idea of the