Introduction to Operations and Supply Chain Management, 4e (Bozarth/Handfield)
Chapter 5 Managing Quality
Learning Objective 5-1
1) Joseph Juran’s definition of quality as “fitness for use” is an example of the value perspective
of quality.
2) Garvin’s dimension of durability is satisfied if the product fails infrequently.
3) 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.
4) 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
5) 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.
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.
Learning Objective 5-2
1) Appraisal costs can occur when a company has NOT produced any defective items.
2) Money spent training an employee how to do the job mistake free is an example of an
appraisal cost.
3) 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.
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.
Learning Objective 5-3
1) Total Quality Management is the management of an entire organization so that it excels in all
quality dimensions that are important to customers.
2) Process owners are empowered employees that have the authority and responsibility for
improving the organization’s business processes.
3) 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
4) 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.
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?
Learning Objective 5-4
1) Reductions in process variance result in higher process capability.
2) Six Sigma quality means that the difference between the upper and lower tolerance levels is
six standard deviations wide.
3) If a contact lens has a scratch on it, the manufacturer classifies it as defective. This is an
example of a continuous variable.
4) The upper and lower limits of a control chart should be wider than the upper and lower
tolerance limits.
5) An R chart is used to track how much the individual observations within a sample vary.
6) Producer’s risk rises as consumer’s risk falls.
7) With everything else held constant, a sampling plan with c = 1 will have a lower producer’s
risk than a sampling plan with .
8) Taguchi’s quality loss function runs counter to the notion that product falling within tolerance
limits is acceptable.
9) 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
10) 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
11) 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
12) 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
13) 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.
14) 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
15) 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
16) 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 #1
Item #2
Item #3
Item #4
Sum
1
54.5
54.3
53.8
50.4
213.0
2
50.6
53.5
53.2
54.9
212.3
3
51.1
54.3
50.4
50.7
206.6
4
52.7
52.1
51.3
51.0
207.2
5
51.7
51.2
54.7
54.3
211.8
6
51.1
51.5
54.7
50.4
207.7
7
54.0
52.3
54.7
51.4
212.4
8
53.2
50.4
53.4
51.4
208.4
9
51.9
50.2
50.2
52.9
205.1
A) 6.22, 0.62
B) 6.77, 0.42
C) 7.22, 0.22
D) 7.79, 0.00
17) 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 #1
Item #2
Item #3
Item #4
Sum
1
54.5
54.3
53.8
50.4
213.0
2
50.6
53.5
53.2
54.9
212.3
3
51.1
54.3
50.4
50.7
206.6
4
52.7
52.1
51.3
51.0
207.2
5
51.7
51.2
54.7
54.3
211.8
6
51.1
51.5
54.7
50.4
207.7
7
54.0
52.3
54.7
51.4
212.4
8
53.2
50.4
53.4
51.4
208.4
9
51.9
50.2
50.2
52.9
205.1
A) 54.84, 49.85
B) 54.41, 50.32
C) 53.87, 50.78
D) 53.51, 51.18
18) 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
19) 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
20) 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