质量管理第六版英文教辅 chapter 10.docx

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1、Managing Quality: Integrating the Supply Chain, 6e (Foster)Chapter 10 The Tools of Quality 1) The concept of a process map is that we must the process before we can improve it.A) understandB) planC) knowD) analyzeE) coordinateAnswer: CDiff: 2Learning Outcome: Discuss the total cost of quality and co

2、mpare the common methods of managing qualityLO: 10.1 Use process maps to improve a process.AACSB: Application of KnowledgeType: Concept2) What is the first step in a process improvement project?A) creating a control chartB) developing scatter plotsC) developing a histogramD) creating a process mapE)

3、 setting up a check sheetAnswer: DDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.1 Use process maps to improve a process.AACSB: Application of KnowledgeType: Application3) A determines the parameters for process improvement.A) proc

4、ess mapB) check sheetC) control chartD) cause-and-effect diagramE) histogramAnswer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.1 Use process maps to improve a process.AACSB: Application of KnowledgeType: Concept30) The cause-a

5、nd-effect diagram is also called a(n).A) fishbone diagramB) tree diagramC) affinity diagramD) matrix diagramE) scatter diagramAnswer: ADiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools f

6、or improvement.AACSB: Application of KnowledgeType: Concept31) The first step in creating a is to state the problem clearly in the head of the fish.A) control chartB) Pareto chartC) scatter diagramD) cause-and-effect diagramE) histogramAnswer: DDiff: 2Learning Outcome: Discuss the total cost of qual

7、ity and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application32)are used to identify and prioritize problems to be solved.A) Scatter diagramsB) HistogramsC) Control chartsD) Cause-and-effe

8、ct diagramsE) Pareto chartsAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept33)are frequency charts that are aided b

9、y the 80/20 rule.A) Cause-and-effect diagramsB) Control chartsC) Pareto chartsD) HistogramsE) Scatter diagramsAnswer: CDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.A

10、ACSB: Application of KnowledgeType: Concept34) The first step in constructing is to gather categorical data relating to qualityproblems.A) control chartsB) histogramsC) scatter diagramsD) Pareto chartsE) cause-and-effect diagramsAnswer: DDiff: 2Learning Outcome: Discuss the total cost of quality and

11、 compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application35) The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program

12、. After collecting data for two months, their check sheet appears as follows:Type of ProblemFrequency (number of times)Batteries not included6Items damaged when received21Literature not included in box9Parts missing13Unit not working1If they construct a Pareto chart, what is the cumulative percentag

13、e of the two left most bars?A) 20%B) 28%C) 54%D) 68%E) 80%Answer: DDiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application36) T

14、he RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows:Type of ProblemFrequency (number of times)Batteries not included5Items damaged when received5L

15、iterature not included in box8Parts missing24Unit not working3If they construct a Pareto chart, what is the cumulative percentage of the two left most bars?A) 12%B) 27%C) 40%D) 60%E)71%Answer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qual

16、ityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application37) The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, thei

17、r check sheet appears as follows:Type of ProblemFrequency (number of times)Batteries not included6Items damaged when received21Literature not included in box9Parts missing13Unit not working1If they construct a Pareto chart, how many of these categories are required to make up 86% of all complaints?c

18、 er w( 12 3 4 5 s n A B c D E ADiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawa*s seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application38) The RC and More Superstore decides t

19、o track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows:Type of ProblemFrequency (number of times)Batteries not included5Items damaged when received5Literature not included in box8Parts

20、 missing24Unit not working3If they construct a Pareto chart, how many of these categories are required to make up 53% of all complaints?A er w( 12 3 4 5 s n A B c D E ADiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishi

21、kawa*s seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application39) The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as

22、follows:Type of ProblemFrequency (number of times)Batteries not included6Items damaged when received21Literature not included in box9Parts missing13Unit not working1If they construct a Pareto chart, what is the percentage of complaints represented by the problem “Literature not included in boxH?A) 9

23、%B) 18%C) 36%D) 54%E)81%Answer: BDiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application40) The RC and More Superstore decides

24、to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows:Type of ProblemFrequency (number of times)Batteries not included5Items damaged when received5Literature not included in box8Part

25、s missing24Unit not working3If they construct a Pareto chart, what is the percentage of complaints represented by the problem Unit not working”?A) 3%B) 6.7%C) 11.1%D) 17.8%E) 23%Answer: BDiff: 3Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO:

26、10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Application41) Which of the following is one of Ishakawas seven basic fools for quality improvements?A) matrix diagramB) activity network diagramC) tree diagramD) scatter diagramE) affinity diagra

27、mAnswer: DDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept42) The root causes of the problems associated with the process ar

28、e identified using a cause-and-effect diagram.Answer: TRUEDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawa*s seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept43) Check sheets

29、are data-gathering tools that can be used in forming histograms.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept

30、44) The first step in setting up a check sheet is to identify common defects occurring in the process.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB:

31、 Application of KnowledgeType: Application45) Histograms are simply graphical representations of data in a pie chart format.Answer: FALSEDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools

32、 for improvement.AACSB: Application of KnowledgeType: Concept46) A scatter diagram is a graphical representation of data in a bar chart format.Answe 亡 FALSEDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven

33、basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept47) The first step in setting up a fishbone diagram is to determine the independent and dependent variables.Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managi

34、ng qualityLO: 10.3 Implement Ishikawa*s seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept48) Control charts are used to determine whether a process will produce a product or service with consistent measurable properties.Answer: TRUEDiff: 2Learning Outcome: Discus

35、s the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept49) The cause-and-effect diagram is used to move to higher levels of abstraction in solving problems.Answer

36、: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept50) The cause-and-effect diagram is also called a tree diagram.Answer

37、: FALSEDiff: 1Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept51) Pareto charts are used to identify and prioritize problems to be

38、solved.Answer: TRUEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.4) With reference to the language of process maps, a indicates there is a decision to bemade.A) paral

39、lelogramB) rectangleC) diamondD) triangleE) circleAnswer: CDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.1 Use process maps to improve a process.AACSB: Application of KnowledgeType: Concept5) With reference to the language of proc

40、ess maps, a is used whenever materials,forms, or tools enter or leave the process.A) circleB) triangleC) diamondD) rectangleE) parallelogramAnswer: EDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.1 Use process maps to improve a pro

41、cess.AACSB: Application of KnowledgeType: Concept6) With reference to the language of process maps, a is used whenever processingtakes place.A) circleB) triangleC) diamondD) rectangleE) parallelogramAnswer: DDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of

42、 managing qualityLO: 10.1 Use process maps to improve a process.AACSB: Application of KnowledgeType: ConceptAACSB: Application of Knowledge Type: Concept52) Control charts are frequency charts that are aided by the 80/20 rule.Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality an

43、d compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept53) When using Pareto analysis, a frequency chart is constructed showing the number of occurrences in ascending order.Answer: TRUEDiff: 2

44、Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept54) The ribs of the fish on the fishbone diagram represent the problem while the bo

45、nes” represent the causes.Answer: FALSEDiff: 2Learning Outcome: Discuss the total cost of quality and compare the common methods of managing qualityLO: 10.3 Implement Ishikawas seven basic quality tools for improvement.AACSB: Application of KnowledgeType: Concept55) What are Ishikawas seven basic to

46、ols of quality and how should they be used together? Answer: The basic seven tools of quality are process maps (flow charts), check sheets, histograms, scatter plots, control charts, cause-and-effect diagrams, and Pareto analysis. The tools should be applied as follows: First, a flowchart is used to

47、 get a big picture of the process. From this big picture, critical points along the process are selected for data collection, which is accomplished with a check sheet. The data collected by a check sheet are analyzed with histograms, scatter plots, or control charts. Then, a cause-and-effect diagram can be used to find the root causes of the primary problem, and finally a Pareto chart can