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) understand
B) plan
C) know
D) analyze
E) coordinate
2) What is the first step in a process improvement project?
A) creating a control chart
B) developing scatter plots
C) developing a histogram
D) creating a process map
E) setting up a check sheet
3) A ________ determines the parameters for process improvement.
A) process map
B) check sheet
C) control chart
D) cause-and-effect diagram
E) histogram
4) With reference to the language of process maps, a ________ indicates there is a decision to be
made.
A) parallelogram
B) rectangle
C) diamond
D) triangle
E) circle
5) With reference to the language of process maps, a ________ is used whenever materials,
forms, or tools enter or leave the process.
A) circle
B) triangle
C) diamond
D) rectangle
E) parallelogram
6) With reference to the language of process maps, a ________ is used whenever processing
takes place.
A) circle
B) triangle
C) diamond
D) rectangle
E) parallelogram
7) What is the first step in process mapping?
A) developing a map of the process
B) settling on a standard set of process mapping symbols to be used
C) reviewing a draft copy of the process map with the employees
D) observing the work being performed by shadowing the workers performing the work
E) clearly communicating the purpose of the process map to all the individuals involved in the
exercise
8) A SIPOC diagram is a special type of ________.
A) control chart
B) process map
C) scatter diagram
D) histogram
E) cause-and-effect diagram
9) The “P” in the acronym SIPOC stands for ________.
A) project
B) problem
C) people
D) process
E) product
10) A histogram is a picture of a process.
11) The first step in many process improvement projects is to create a map of the process as it
exists.
12) In a process map, a rectangle indicates there is a decision to be made.
13) In a process map, a parallelogram appears whenever materials, forms, or tools enter or leave
the process.
14) The first step in process mapping is to settle on a standard set of process mapping symbols to
be used.
15) A SIPOC diagram is useful when it is clear who the customers are and where specifications
for inputs do not exist.
16) What are the steps involved in process mapping?
17) What are the basic process mapping symbols and why is it important to have a standard set
of symbols?
18) ________ are data-gathering tools that can be used in forming histograms.
A) Process maps
B) Pareto charts
C) Check sheets
D) Scatter plots
E) Control charts
19) Check sheets are data-gathering tools that can be used in forming ________.
A) Pareto charts
B) scatter diagrams
C) cause-and-effect diagrams
D) histograms
E) control charts
20) The first step in setting up a ________ is to identify common defects occurring in the
process.
A) histogram
B) Pareto chart
C) check sheet
D) control chart
E) process map
21) ________ are simply graphical representations of data in a bar format.
A) Cause-and-effect diagrams
B) Process maps
C) Histograms
D) Scatter plots
E) Pareto charts
22) Calculate the number of classes if there are 130 observations in a data set.
A) 8
B) 7
C) 6
D) 5
E) 4
23) Calculate the number of classes if there are 65 observations in a data set.
A) 7
B) 6
C) 5
D) 4
E) 3
24) Calculate the number of classes if there are 32 observations in a data set.
A) 7
B) 6
C) 5
D) 4
E) 3
25) Calculate the number of classes if there are 16 observations in a data set.
A) 7
B) 6
C) 5
D) 4
E) 3
26) The ________ is used to examine the relationships between variables.
A) scatter diagram
B) process map
C) cause-and-effect diagram
D) Pareto chart
E) control chart
27) The first step in setting up a ________ is to determine the independent and dependent
variables.
A) control chart
B) scatter plot
C) process map
D) histogram
E) check sheet
28) ________ are used to determine whether a process will produce a product or service with
consistent measurable properties.
A) Scatter diagrams
B) Control charts
C) Process maps
D) Cause-and-effect diagrams
E) Histograms
29) The ________ is used to move to lower levels of abstraction in solving problems.
A) cause-and-effect diagram
B) Pareto chart
C) control chart
D) histogram
E) scatter diagram
30) The cause-and-effect diagram is also called a(n) ________.
A) fishbone diagram
B) tree diagram
C) affinity diagram
D) matrix diagram
E) scatter diagram
31) The first step in creating a ________ is to state the problem clearly in the head of the fish.
A) control chart
B) Pareto chart
C) scatter diagram
D) cause-and-effect diagram
E) histogram
32) ________ are used to identify and prioritize problems to be solved.
A) Scatter diagrams
B) Histograms
C) Control charts
D) Cause-and-effect diagrams
E) Pareto charts
33) ________ are frequency charts that are aided by the 80/20 rule.
A) Cause-and-effect diagrams
B) Control charts
C) Pareto charts
D) Histograms
E) Scatter diagrams
34) The first step in constructing ________ is to gather categorical data relating to quality
problems.
A) control charts
B) histograms
C) scatter diagrams
D) Pareto charts
E) cause-and-effect diagrams
35) 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 follows:
Type of Problem
Frequency
(number of times)
Batteries not included
6
Items damaged when received
21
Literature not included in box
9
Parts missing
13
Unit not working
1
If they construct a Pareto chart, what is the cumulative percentage of the two left most bars?
A) 20%
B) 28%
C) 54%
D) 68%
E) 80%
36) 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 follows:
Type of Problem
Frequency
(number of times)
Batteries not included
5
Items damaged when received
5
Literature not included in box
8
Parts missing
24
Unit not working
3
If 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%
37) 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 follows:
Type of Problem
Frequency
(number of times)
Batteries not included
6
Items damaged when received
21
Literature not included in box
9
Parts missing
13
Unit not working
1
If they construct a Pareto chart, how many of these categories are required to make up 86% of all
complaints?
A) 1
B) 2
C) 3
D) 4
E) 5
38) 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 follows:
Type of Problem
Frequency
(number of times)
Batteries not included
5
Items damaged when received
5
Literature not included in box
8
Parts missing
24
Unit not working
3
If they construct a Pareto chart, how many of these categories are required to make up 53% of all
complaints?
A) 1
B) 2
C) 3
D) 4
E) 5
39) 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 follows:
Type of Problem
Frequency
(number of times)
Batteries not included
6
Items damaged when received
21
Literature not included in box
9
Parts missing
13
Unit not working
1
If they construct a Pareto chart, what is the percentage of complaints represented by the problem
“Literature not included in box”?
A) 9%
B) 18%
C) 36%
D) 54%
E) 81%
40) 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 follows:
Type of Problem
Frequency
(number of times)
Batteries not included
5
Items damaged when received
5
Literature not included in box
8
Parts missing
24
Unit not working
3
If 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%
41) Which of the following is one of Ishakawa’s seven basic fools for quality improvements?
A) matrix diagram
B) activity network diagram
C) tree diagram
D) scatter diagram
E) affinity diagram
42) The root causes of the problems associated with the process are identified using a cause-and-
effect diagram.
43) Check sheets are data-gathering tools that can be used in forming histograms.
44) The first step in setting up a check sheet is to identify common defects occurring in the
process.
45) Histograms are simply graphical representations of data in a pie chart format.
46) A scatter diagram is a graphical representation of data in a bar chart format.