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14. To prevent non-conforming products being used or shipped, make clear:
a. The methods for identifying these products.
b. The methods for segregating them.
c. The procedures for preventing them recurring.
15. The methods that the ISO 9000 series introduces for processing non-conforming
a. Reworking the products.
b. Using them for an alternative application.
c. Scrapping them.
9.4 Preventing the recurrence of abnormalities
16. An examination of secondary and third level causes of different abnormalities lead:
a. Often to a variety of root causes.
b. Often to the same source cause.
c. Always to a variety of root causes.
17. In the definition suggested in this text, an abnormality is not regarded as a recurrence
if it appears again:
a. After six months.
b. After one year.
c. After three years.
18. The stages in which recurrence prevention measures can be taken include:
a. Measures aimed at operations in which problems have been identified.
b. Measures aimed at similar operations.
c. Measures aimed at the overall system.
Unit 9 - Problem solving 42 A Roadmap to Quality 05-87581_unit 9.qxd 09/09/2005 11:55 Page 43 9.5 Rules for processing abnormalities
19. When abnormalities appear they should be classified into ... ranks depending on the
impact they have.
20. Enter abnormalities as soon as they appear in a Prompt Report of Abnormality
a. The nature of the abnormalities.
b. The root causes.
c. Any action taken with products.
21. Medium-level abnormalities should be reported to:
a. The CEO.
b. The manufacturing plant director.
c. The section manager.
22. Abnormalities are registered as chronic deficiencies when:
a. They cause non-conforming products.
b. Targets for measures to prevent their recurrence are not met.
c. The non-conforming products they cause have to be scrapped.
9.6 Base problem solving on facts
23. Subjective impressions:
a. Should be ignored.
b. Should be objectified.
c. Can be helpful.
24. The steps to be taken to establish the facts about abnormalities include:
a. Examine the actual spot where the problem occurred.
b. Clarify the objectives for which data is being collected.
c. Use statistical techniques to analyse the data.
9.7 Managing dispersion
25. Averages are a way of:
a. Conveying a true picture of what the data means.
b. Interpreting the data.
c. Measuring dispersion.
26. Countermeasures need to be taken if:
a. The range of dispersion is too wide.
b. There are outliers.
c. There is a range of dispersion from the technical standards.
27. If the materials and work methods are those prescribed in the standards.
a. There will be no dispersion.
b. There will be some dispersion.
c. There will always be dispersion.
28. Dispersion may result from:
a. Employees not following the operational standards.
b. Changes in materials.
c. Inexperienced employees replacing experienced employees.
A Roadmap to Quality 43 Unit 9 - Problem solving 05-87581_unit 9.qxd 09/09/2005 11:55 Page 44 9.8 Control charts
29. Control charts have:
a. One line.
b. Two lines.
c. Three lines.
30. When all the characteristic values plotted on the chart lie between the lower control
limit and the central line:
a. The process is out of control.
b. The process is under control.
c. The process can be both out of control or under control.
31. Which of the following are discrete values?
c. Number of defects.
–-R control charts respectively represent:
a. Sub-group average and sub-group range.
b. Sub-group range and sub-group average.
c. Defect variation and defect ratio.
33. p control charts are used:
a. When the ratio of defects is considered.
b. When the number of samples is constant.
c. When the number of samples is not constant.
34. A process is out of control when:
a. Five or more points form a chain above or below the central line.
b. Seven or more points form a chain above or below the central line.
c. 10 out of 11 consecutive points are on one side of the central line.
9.9 The QC Story I
35. The QC Story follows eight consecutive steps. Which of the following are correct?
a. The second step is to clarify the problem and set targets.
b. The fourth step is to investigate the causes.
c. The eighth step is to standardize the new methods.
36. If you adopt parts of a large problem as a sub-theme you should:
a. Specify the overall aims of the larger theme in the sub-themes.
b. Specify new aims for the sub-themes and focus only on these.
c. Do not specify anything new.
37. To clarify the problem you should first ask these questions:
a. Has the problem actually appeared or is it latent?
b. Is it to do with maintenance or with an interruption of the process?
c. Does it concern other departments?
38. When inspection items are used to identify abnormalities, the criteria for judging
problems are indicated by:
a. The inspection items.
b. An allowable tolerance for each inspection item.
c. The central line of control charts. Unit 9 - Problem solving 44 A Roadmap to Quality 05-87581_unit 9.qxd...
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