CHAPTER 16:
QUALITY CONTROL
OBJECTIVES
• Define quality control principles and terms.
• Describe the principles of continuous quality improvement.
• Explain the four phases of the quality improvement cycle: plan, observe and analyze, learn,
and act.
• Describe the supplier-customer relationship.
• Identify and describe quality tools used in the industry.
ANSWERS TO REVIEW QUESTIONS
1. List five quality tools.
2. Describe the improvement cycle.
3. What type of quality chart is a picture of activities that take place in a process?
4. The principles of quality improvement include all of the following except
5. Which of the following is not a quality chart?
6. What do the initials SPC stand for?
7. Which chart uses quality methodology to control a process?
8. Name four charts that work with process variation.
9. What is the other name for a fishbone chart?
10. Planned experimentation is
CHAPTER 16 QUALITY CONTROL TEST
1. Statistical Process Control Charts are used to
a. plot quality parameter points from samples taken at different times during a run.
b. clearly display data.
c. identify upset or out-of-control situations.
d. identify process adjustments and responses.
e. all the above
2. The principles of continuous quality improvement include all of the following except:
a. innovation and improvement of services and products.
b. innovation and improvement of processes.
c. commitment to quality.
d. integration of suppliers and customers into the quality process.
e. use of quality tools
f. innovative marketing
3. A flow chart is
a. a picture of the activities that take place in a process.
b. a tool used to test and implement changes in a process.
c. a statistical tool used to determine and control process variations.
d. used to indicate relationships between two variables or pairs of data.
4. True or False
Customers identify the key target set points for the products they require. The other
process variables are identified in-house that support the ability of the process to produce
the desired products; temperatures, flows, level, and pressure.
5. A cause and effect diagram is
a. is a simple bar graph with classifications along the horizontal and vertical axis.
b. is used to indicate relationships between two variables or pairs of data.
c. is a method for summarizing available knowledge about the causes of process
variation.
d. can vary from notes jotted down on a napkin to complex forms.
6. True or False
Statistical process control is a quality tool, based upon the principles of statistical
mathematics and applied to a process to control product quality.
7. A cause and effect diagram is sometimes referred to as a
a. fishbone diagram.
b. herring bone diagram.
c. pareto.
d. run chart.
8. What is a statistical tool used to determine and control process variations?
a. control chart
b. run chart
c. flow chart
d. pareto
9. The planning phase of the improvement cycle should address all of the following except:
a. specific objectives and questions.
b. audit and evaluation.
c. predictions .
d. plan for test.
10. Planned experimentation is
a. a tool used to test and implement changes to a process.
b. aimed at reducing variation.
c. used to understand the causes of variation (process problems).
d. all the above
11. What quality tool can vary from notes jotted down on a napkin to complex forms?
a. run chart
b. control chart
c. forms for collecting data
d. pareto
12. What is statistical control methodology applied to a process?
a. statistical process control (SPC)
b. run chart
c. flow chart
d. fishbone
13. Quality tools include all of the following except:
a. statistical process control.
b. flowcharts.
c. cause and effect diagrams, fishbone.
d. pareto charts.
e. run charts.
f. control charts.
g. planned experimentation.
h. audit and evaluation.
i. histograms or frequency plots.
j. forms for collecting data.
k. scatter plots.
14. The first step in the improvement cycle is to
a. increase current knowledge of the process.
b. identify the problem.
c. identify symptoms.
d. select possible solutions to problem.
15. Histograms or frequency plots
a. are graphical tools used to understand variability.
b. are constructed with a block of data separated into five to twelve bars or sections
from low number to high number.
c. have a vertical axis that is the frequency and the horizontal axis is the scale of
characteristics.
d. are finished charts that resemble a bell if the data is in control.
e. all the above
16. True or False
In today’s global economy a new relationship exists between suppliers, companies and
customers. Each is dependent upon the other for financial success.
17. Phase two ________________ & ______________ implements the data collection
process. The data collected will be used to address the questions from phase one.
a. observe and analyze
b. plan and learn
c. learn and act
d. none of the above
18. A run chart is
a. used to indicate relationships between two variables or pairs of data.
b. a tool used to test and implement changes in a process.
c. a statistical tool used to determine and control process variations.
d. a graphical record of a process variable measured over time.
19. True or False
The results from phase three are used to decide whether or not a change to the process is
required. If a change is required a modified brainstorming session should be conducted
to determine what changes to the process would result in improvement. These changes
should be clearly stated.
20. True or False
In any process a certain amount of variability can be found. Variability is defined as the
tendency to vary. SPC identifies this variability and enhances an operators ability to
control the process.
21. A pareto chart is
a. used to indicate relationships between two variables or pairs of data.
b. a French quality system.
c. a herring bone diagram.
d. a simple bar graph with classifications along the horizontal and vertical axis.
22. True or False
Before SPC operators would adjust their equipment based upon current readings. If the
reading is taken when the processes normal variation is in a low cycle the operators
adjustment will swing the process variable high. Adjustments made without SPC
methodology tend to make the process swing high and low.
23. True or False
SPC allows the normal fluctuations on the equipment to be considered over a longer
period of time. Sample results must demonstrate a downward or upward trend above the
key target set points.
24. A histogram or frequency plots is a
a. graphical tool used to understand variability.
b. finished chart which will resemble a bell if the data is in control
c. a chart in which the vertical axis is the frequency and the horizontal axis is the
scale of characteristics.
d. chart constructed with a block of data separated into five to twelve bars or
sections from low number to high number.
e. all the above
25. What quality tool is used to indicate relationships between two variables or pairs of data?
a. histogram
b. scatter plots
c. pareto
d. SPC chart
ANSWER KEY CHAPTER 16 QUALITY CONTROL