Section one:True or false – questions
1. The Performance Excellence Award criteria are based on components of the Malcolm Baldrige National Quality Award, and are geared toward China’s unique business environment.
2. ISO typically focuses on measuring product quality and driving process improvement and cost savings throughout the organization.
3. ISO 9000:2000 is a comprehensive business performance framework.
4. Six Sigma initiatives fulfill in part many of the elements of ISO 9000:2000.
5. The competitive strategy level is where organizational strategy and Six Sigma must align, because it is at this level that the tools of Six Sigma can be most effectively applied.
6. Six Sigma can have a significant impact on the cost of quality because of its focus on financial return.
7. Six Sigma is not a substitute for continuous improvement.
8. The criteria for performance excellence consist of a hierarchical set of categories, items, and areas to address.
9. Six Sigma is focused on improvement with little financial accountability whereas TQM requires a verifiable return on investment and focus on the bottom line.
10. Six Sigma is owned by business leader champions.
11. Six Sigma methods are most applicable to conformance problems because the processes that createthe problems can be easily identified, measured, analyzed, and changed.
12. Both Six Sigma and lean approaches are driven by customer requirements, focus on real dollar savings, have the ability to make significant financial impacts on the organization, and can easily be used in non-manufacturing environments.
13. A process is a sequence of linked activities that is intended to achieve some result, such as producing a good or service for a customer within or outside the organization.
14. Assembly of products in a manufacturing plant is an example of a support process.
15. Flowcharts enable management to study and analyze processes prior to implementation.
16. Process control is the responsibility of those who directly accomplish the work.
17. Control is the activity of ensuring conformance to the requirements and taking corrective action when necessary to correct problems and maintain stable performance.
18. Control in manufacturing starts with purchasing and receiving processes.
19. Benchmarking encourages employees to continuously innovate.
20. Reengineering focuses on improving the existing procedures rather than eliminating them and reinventing the process.
21. Statistics is a science concerned with the collection, organization, analysis, interpretation, and presentation of data.
22. Innovation is built upon strong research and development (R&D) processes.
Section two: Multiple Choice questions
1. The _____ is a simple adaptation of the scientific method for process improvement.
a. Juran quality trilogy
b. Taguchi loss function
c. Deming cycle
d. quincunx experiment
2. The term _____ is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities.
a. Pareto analysis
b. Six Sigma
c. Quincunx
d. Quality trilogy
3. Which of the following is the biggest cost in any customer service turnover model?
a. Lost productivity costs
b. Separation processing costs
c. Replacement hiring costs
d. New hire training costs
4. Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary?
a. Design
b. Improvement
c. Process mapping
d. Control
5. Value-creation processes are sometimes called _____ processes.
a. core
b. support
c. job enrichment
d. quality circle
6. Value-creation processes differ from support processes in that value-creation processes:
a. provide the infrastructure for production or deliver processes to create or deliver the actual product.
b. rarely align with the organization’s core competencies and strategic objectives.
c. generally do not add value directly to the product or service.
d. are driven by external customer needs.
7 In service applications, the term _____ is generally used to describe a non conformance.
a. error
b. unit
c. cycle
d. trend
8 A(n) _____ characterizes the presence or absence of non conformance in a unit of work.
a. variable
b. indicator
c. attribute
d. error
9 Variable data are _____.
a. discrete
b. not measurable
c. nonrandom
d. continuous
10 In pre-control, which zone covers the nominal specification of a process?
a. Gray zone
b. Yellow zone
c. Red zone
d. Green zone
11 Statistical process control relies on _____.
a. process capability studies
b. dashboards
c. control charts
d. metrology
12 Control limits are often confused with _____.
a. pre-control lines
b. center lines
c. specification limits
d. three sigma limits
Section three:
Essay questions
1. Describe how a Six Sigma project may lead to increase in customer satisfaction
2. Explain how the Baldrige Criteria, ISO 9000:2000, and Six Sigma approach process management
3. Describe the concepts on which the core philosophy of six sigma is based
4. What are the 10 important considerations for data collection suggested by the Juran institute?
5. Differentiate between value-creation processes and support processes
6. Describe the various elements of a control system
7. Discuss the differences between attributes and variables data
8. Construct a flow chart that illustrates the decision process for selecting the appropriate control chart(s) for monitoring a given process
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