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Chapter 09 - Quality Control and Improvement
True/False Questions
46. A production process delivers an unexpectedly large amount of scrap products. Top
management has discovered that improper machine maintenance is the reason behind this
failure. The above statement is an example of a special cause of variation.
47. Attribute control occurs when the product characteristic is measured on a continuous
scale.
48. The central tendency (mean) of the process is the only information needed to determine if
the process is in a state of control.
49. The Cp measure requires the process to be centered for an accurate measure of process
capability.
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50. The seven tools of quality control are equally applicable to both manufacturing and
service industries.
51. In process capability analysis, the standard deviation () refers to the standard deviation
of sample measures.
52. Six sigma efforts are aimed at eliminating waste.
53. Six sigma projects are typically managed by workers certified as black belts.
Chapter 09 - Quality Control and Improvement
54. Lean is another term for six sigma process improvement.
55. If failure costs were very high, a company would still use inspection.
56. There are two indicators of a process shift—points outside the control limits and an
upward or downward trend in the process average.
57. The quality tool that shows the relationship between two variables is a histogram.
Chapter 09 - Quality Control and Improvement
58. Lean projects are usually simpler than six sigma projects.
59. Surveys indicate that p charts are used more frequently than average (mean) and range
charts are used.
Chapter 09 - Quality Control and Improvement
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Essay Questions
60. Name the seven tools of quality control typically used in process improvement. Could all
of these tools be applied to service operations? Suggest some possible service operations
scenarios wherein we could apply all or some of these tools.
LO: 9.4
Topic: Continuous Improvement
Difficulty: 2 Moderate
AACSB: Application of knowledge, written communication
Bloom’s: Understand
Feedback: See below.
Chapter 09 - Quality Control and Improvement
9-23
61. List and explain the five steps of the DMAIC process.
LO: 9.5
Topic: Six Sigma
Difficulty: 2 Moderate
AACSB: Application of knowledge, written communication
Bloom’s: Understand
Feedback: See below.
