Introduction to Operations & Supply Chain Management, 5e (Bozarth)
Chapter 5 Managing Quality
5.1 Quality Defined
1) A quality perspective that focuses on whether or not a product was made or a service was performed
as intended is the:
A) performance perspective.
B) value perspective.
C) conformance perspective.
D) intention perspective.
2) The ________ dimension of quality asks how long a product can go between failures or the need for
maintenance.
A) warranty
B) lifetime
C) serviceability
D) reliability
3) On the first day of class at a new university you made judgments about the quality of the class before
the professor had entered the room. You noted the comfort of the accommodations, the fine works of art
in the halls and on the classroom wall and the soothing music piped in over the sound system. This
dimension of quality is:
A) aesthetics.
B) performance.
C) features.
D) perceived quality.
4) Joseph Juran’s definition of quality as “fitness for use” is an example of the value perspective of quality.
5) Garvin’s dimension of reliability is satisfied if the product fails infrequently.
6) A person or company taking the stance that quality must be judged, in part, by how well the
characteristics of a particular product or service align with the needs of a specific user is taking the
________ perspective.
7) A customer that concentrates on the ease of repair or support for the product or service is concerned
primarily with the ________ dimension of quality.
5.2 Total Cost of Quality
1) Costs incurred by defects that occur prior to delivery to the customer are called:
A) external failure costs.
B) internal failure costs.
C) appraisal costs.
D) prevention costs.
2) Appraisal costs can occur when a company has NOT produced any defective items.
3) Money spent training an employee how to do a job mistake free is an example of an appraisal cost.
4) A(n) ________ cost is incurred by a company to assess its quality levels.
5) Describe the four quality-related costs and tell how they are related.
6) What is the difference between the traditional view of the cost of quality and the total cost of quality
perspective?
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The new paradigm posits that as a business’s processes improved to the point where products and
services were defect-free, the cost of appraisal fell. In effect, there was no need to inspect products or
services for defects. Furthermore, prevention costs held steady (or even decreased) as managers and
employees became more skillful at identifying and resolving problems. With the changing appraisal and
prevention cost curves, the total cost of quality curve began to look more like the one below. Note that in
this graph, the lowest total cost of quality occurs at the 0% defects level.
Diff: 2
Reference: 5.2 Total Cost of Quality
Keywords: prevention cost, appraisal cost, external failure costs, internal failure costs
AACSB: Application of Knowledge
LO: 5.2: Describe the different costs of quality, including internal and external failure, appraisal, and prevention
costs.
5.3 Total Quality Management
1) Which of the following is NOT a core idea of total quality management?
A) cost reduction
B) leadership improvement
C) employee empowerment
D) continuous improvement
2) A technique used to translate customer requirements into technical requirements is:
A) quality assurance.
B) statistical quality control.
C) quality function deployment.
D) continuous improvement.
3) Total Quality Management is the management of an entire organization so that it excels in all quality
dimensions that are important to customers.
4) Process owners are empowered employees that have the authority and responsibility for improving
the organization’s business processes.
5) ________ are teams or individuals who have the authority and responsibility for improving the
organization’s business processes.
6) What are the seven core ideas of total quality management?
7) Define employee empowerment and process ownership. How are these two concepts related?
5.4 Statistical Quality Control
1) A barbecue sauce producer sells their product in a 20-ounce bottle. Their historical process mean has
been 20 ounces with a standard deviation of 0.25 ounces. If their tolerance limits are set at 20 ounces plus
or minus 1 ounce, what is the process capability ratio of the bottle filling process?
A) 1.00
B) 1.33
C) 1.75
D) 2.00
2) A barbecue sauce producer sells their product in a 20-ounce bottle. Their current process mean is 19.80
ounces with a standard deviation of 0.3 ounces. If their tolerance limits are set at 20 ounces plus or minus
1 ounce, what is the process capability index of the bottle filling process?
A) 0.89
B) 1.00
C) 1.11
D) 1.33
3) A barbecue sauce producer makes their product in an 80-ounce bottle for a specialty store. Their
historical process mean has been 80.1 ounces and their tolerance limits are set at 80 ounces plus or minus
1 ounce. What does their process standard deviation need to be in order to sustain a process capability
index of 1.5?
A) 0.10
B) 0.15
C) 0.20
D) 0.25
4) A barbecue sauce producer makes their product in an 80-ounce bottle for a specialty store. Their
historical process mean has been 80 ounces and their tolerance limits are set at 80 ounces plus or minus 1
ounce. What does their process standard deviation need to be in order to sustain a process capability ratio
of 1.66?
A) 0.10
B) 0.20
C) 0.25
D) 0.33
5) An automobile windshield manufacturer wants to verify that their process is producing windshields of
an appropriate thickness. The best tool to determine this information is a(n):
A) process capability ratio.
B) process capability index.
C) x-bar chart.
D) operating characteristics curve.
6) A pizza delivery service wants to track their delivery times. They take eight samples of four deliveries
and record the following data. What are the upper and lower control limits of their R-chart?
Sample #
1
2
3
4
5
6
7
8
Item #1
21.1
20.2
24.1
22.6
21.2
20.9
22.4
20.9
Item #2
21.7
20.6
21.7
21.7
24.1
23.5
24.6
24.7
Item #3
23.0
24.5
23.2
23.0
20.6
22.8
23.4
22.8
Item #4
20.3
23.5
24.4
25.0
20.7
23.2
23.3
24.5
A) 24.9, 20.3
B) 7.2, 0.0
C) 3.1, 0.0
D) 22.6, 0.0
7) A pizza delivery service wants to track their delivery times. They take eight samples of four deliveries
and record the following data. What are the upper and lower control limits of their X-bar chart?
Sample #
1
2
3
4
5
6
7
8
Item #1
21.1
20.2
24.1
22.6
21.2
20.9
22.4
20.9
Item #2
21.7
20.6
21.7
21.7
24.1
23.5
24.6
24.7
Item #3
23.0
24.5
23.2
23.0
20.6
22.8
23.4
22.8
Item #4
20.3
23.5
24.4
25.0
20.7
23.2
23.3
24.5
Sum
86.1
88.8
93.4
92.3
86.6
90.4
93.7
92.9
A) 24.9, 20.3
B) 23.8, 21.4
C) 22.6, 19.5
D) 21.1, 17.6
8) The fill size for a small bag of peanuts distributed by a popular airline is 50 grams. The producer
wishes to set up a set of control charts for this process and collects the data shown in the table. What are
the upper and lower control limits of their R-chart?
Sample
Item #2
Item #3
Sum
1
54.3
53.8
213.0
2
53.5
53.2
212.2
3
54.3
50.4
206.5
4
52.1
51.3
207.1
5
51.2
54.7
211.9
6
51.5
54.7
207.7
7
52.3
54.7
212.4
8
50.4
53.4
208.4
9
50.2
50.2
205.2
A) 6.22, 0.62
B) 6.77, 0.42
C) 7.22, 0.22
D) 7.79, 0.00
9) The fill size for a small bag of peanuts distributed by a popular airline is 50 grams. The producer
wishes to set up a set of control charts for this process and collects the data shown in the table. What are
the upper and lower control limits of their X-bar chart?
Sample
Item #2
Item #3
Sum
1
54.3
53.8
213.0
2
53.5
53.2
212.2
3
54.3
50.4
206.5
4
52.1
51.3
207.1
5
51.2
54.7
211.9
6
51.5
54.7
207.7
7
52.3
54.7
212.4
8
50.4
53.4
208.4
9
50.2
50.2
205.2
A) 54.84, 49.85
B) 54.41, 50.32
C) 53.87, 50.78
D) 53.51, 51.18
10) A cell phone manufacturer inspects the video display on each color phone to verify that the screen can
display all colors with the brilliance their customers have come to expect. Each phone is turned on, run
through a self-test procedure, and classified as either acceptable or unacceptable based on test
performance. Based on historical data, the manufacturer produces 0.1 percent defective displays. If they
inspect 5000 phones each day for the next 10 days, what are the upper and lower control limits for their
control chart if their sample mean mirrors their historical process average?
A) 0.0002, 0.0001
B) 0.0142, 0.0058
C) 0.1127, 0.0873
D) 0.0023, 0.0000
11) A cell phone manufacturer inspects the video display on each color phone to verify that the screen can
display all colors with the brilliance their customers have come to expect. Each phone is turned on, run
through a self-test procedure, and classified as either acceptable or unacceptable based on test
performance. Based on historical data, the process engineer expects about 0.1 percent defective displays.
How many phones should they sample to establish an average fraction defective for their statistical
quality control initiative?
A) 5
B) 50
C) 500
D) 5000
12) A cell phone manufacturer inspects the video display on each color phone to verify that the screen can
display all colors with the brilliance their customers have come to expect. Each phone is turned on, run
through a self-test procedure, and classified as either acceptable or unacceptable based on test
performance. The production team takes a sample of 350 phones and finds one with a defective display.
How many additional phones should they sample to establish an average fraction defective for their
statistical quality control initiative?
A) 1400
B) 1750
C) 2100
D) 2450
13) Floyd Electric is fabricating flanges for a new electrical motor. The flange is to be 25 millimeters in
diameter with an upper tolerance limit of 26.5 millimeters and a lower tolerance limit of 23.5 millimeters.
Bill Floyd took a sample consisting of ten flanges, measured the diameter and recorded the observations
in the table.
25.69
25.58
24.78
24.94
24.87
24.63
25.70
25.52
24.95
24.91
What is Floyd Electric’s process standard deviation?
A) 0.15
B) 0.17
C) 0.42
D) 0.39
14) Floyd Electric is fabricating flanges for a new electrical motor. The flange is to be 25 millimeters in
diameter with an upper tolerance limit of 26.5 millimeters and a lower tolerance limit of 23.5 millimeters.
Bill Floyd took a sample consisting of ten flanges, measured the diameter and recorded the observations
in the table.
25.69
25.58
24.78
24.94
24.87
24.63
25.70
25.52
24.95
24.91
What is Floyd Electric’s process capability index?
A) 1.08
B) 1.33
C) 1.42
D) 1.66