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1-Which "Quality of Product" dimension would you be assessing when asking the question, "Does the product do what

you want it to do?"

  • Conformance
  • Performance
  • Durability
  • Reliability
  • Serviceability



2-Which "Quality of Product" dimension would you be assessing when asking the question, "Does the product consistently perform as it is supposed to over time?"

  • Reliability
  • Serviceability
  • Performance
  • Conformance
  • Durability


3-Which "Quality of Service" dimension would you be assessing when asking the question, "How pleasing is the appearance of the physical facilities, equipment, personnel, and communication materials?"

  • Reliability
  • Responsiveness
  • Tangibles
  • Assurance
  • Empathy


4-Which "Quality of Service" dimension would you be assessing when asking the question, "How dependably can the service provider provide promised service?"

  • Empathy
  • Assurance
  • Responsiveness
  • Reliability
  • Tangibles


5-Which "Quality of Service" dimension would you be assessing when asking the question, "How willing, able, and promptly is the service provider to help you?"

  • Tangibles
  • Assurance
  • Responsiveness
  • Reliability
  • Empathy


6-Statistically, 6s performance produces fewer than _____ defects per million opportunities for an error for defect.

  • 5.6
  • 6
  • 3.4
  • 4
  • None of the above


7-Which of the following is one of the principles of totally quality management promoted by ISO 9000?

  • a. Customer focused
  • b. Process approach
  • c. Continuous improvement
  • d. Fact-based decision-making
  • e. All of the above
  • f. a, b, and c only


8-What needs to be done to prove a process' capability?

  • Place customer-specific stickers on boxes of product
  • Make decisions or activities to make a product secure
  • Assess a supplier's available capacity and meet the investigating organization's requirements
  • Collect data on the process by performing a trial run or pilot test
  • None of the above


9-What is the process capability ratio (Cp)?

  • Compares acceptable tolerances (normally set by engineers) with the process' actual variation so you can assess the process' ability to achieve required quality levels
  • Process used to fill orders for quantities less than a full case requiring orders to be picked from a case or similar container
  • Reduces the process variation to achieve near-flawless quality
  • Measures the variation in output and sets control limits based on observations of variations arising from common causes
  • None of the above


10-To improve the process capability ratio, you may need to find a supplier that operates a better or different process that can produce to your quality requirements. This is called?

  • Modify the process
  • Outsource
  • Change the specifications
  • Use the rule of eight
  • None of the above


11-Suppose that the design engineering team set the specifications for length of a stamped sheet-metal part at 10 inches (T) with acceptable tolerances of ±.05 inches (USL and LSL). The average length of the products produced by the actual stamping process is 9.995 inches (m) with a standard deviation of .005 inches (s). What is your Cp?

  • 9.99
  • 10.00
  • 0.888
  • 1.11
  • 3.33


12-The goal for the size of the Santa on a Christmas Santa cup is 3.5 cm (T) with an acceptable tolerance of ± 0.9 cm. The grand mean of the size of the Santa from the samples that were taken is 3.4 cm (m) and the standard deviation is 0.28 cm. What is CPk? (rounded to three decimals)

  • 0.800
  • 1.500
  • 0.000
  • 0.705
  • 0.952


13-A control chart that is constructed using a range is called a/an...

  • x̄ chart
  • R-chart
  • p-chart
  • s-chart
  • None of the above


14-Which of the following indicate that a process is out of control?

  • A single point plots outside the control limits
  • Two out of the three successive points are on the same side of the centerline and farther and 2 from it
  • A run of eight in a row are on the same side of the centerline
  • Any consistent or persistent pattern
  • All of the above


15-Which of the following is not one of the steps in W. Edward Deming's PDCA cycle?

  • a. Plan
  • b. Procrastinate
  • c. Do
  • d. Check
  • e. Calculate
  • f. Act
  • g. Both b and e


16-Which of the following are potential sources of variation in the Ishikawa cause-and-effect diagram?

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