23) Construct a cause-and-effect diagram for why students arrive to class late. Include at least three
reasons for each of the Ms.
24) A professor teaches two sections of a class, one on MWF for 50 minutes per day and another on T/TH
for 75 minutes per day. Use the following information to construct a scatter diagram with test # on the x–
axis and score on the y-axis. Should the professor argue for a change in the university’s scheduling?
MWF Section Test Results Test # T/Th Test Results
75 1 82
70 2 77
65 3 73
65 4 70
70 5 76
25) Create a Pareto chart for the following mistakes made in grading an exam.
Cause
Frequency
Incorrect Sum
35
Question marked wrong was right
3
Question marked right was wrong
4
Partial Credit not consistent
58
26) Construct a cause-and-effect chart for a missed field goal late in a football game with at least three
aspects for each M.
27) A pizza delivery company wants to improve its response time to gain a competitive advantage.
Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is
delivered.
Section 5 The Role of Inspection
1) The Japanese use the term poka-yoke to refer to continuous improvement.
2) Source inspection is inferior to inspection before costly operations.
3) A checklist is a type of poka-yoke to help ensure consistency and completeness in carrying out a task.
4) The goal of inspection is to:
A) detect a bad process immediately.
B) add value to a product or service.
C) correct deficiencies in products.
D) correct system deficiencies.
E) all of the above
5) Which of the following is not a typical inspection point?
A) upon receipt of goods from your supplier
B) when production or service is complete
C) before the product is shipped to the customer
D) at the supplier’s plant while the supplier is producing
E) after a costly process
6) A good description of source inspection is inspecting:
A) materials upon delivery by the supplier.
B) the goods at the production facility before they reach the customer.
C) the design specifications.
D) goods at the supplier’s plant.
E) one’s own work.
7) Poka-yoke is the Japanese term for:
A) card.
B) foolproof.
C) continuous improvement.
D) fishbone diagram.
E) just-in-time production.
8) In his book, Safe Patients, Smart Hospitals, Dr. Peter Pronovost emphasizes the use of what tool to
reduce catheter infections?
A) a Pareto chart
B) a flowchart
C) a cause-and-effect diagram
D) a checklist
E) a statistical process control chart
9) A checklist is a type of:
A) poka-yoke.
B) kaizen.
C) kanban.
D) Pareto chart
E) flowchart
10) ________ is doing the job properly with the operator ensuring that this is so.
11) A(n) ________ is a type of poka-yoke that lists the steps needed to ensure consistency and
completeness in a task.
12) How is source inspection related to employee empowerment?
13) What is a poka-yoke? Give an example.
Section 6 TQM in Services
1) Security is the determinant of service quality that means freedom from danger, risk, or doubt.
2) Of the several determinants of service quality, access is the one that relates to keeping customers
informed in language they can understand.
3) What refers to training and empowering frontline workers to solve a problem immediately?
A) just-in-time
B) poka-yoke
C) benchmarking
D) kaizen
E) service recovery
4) A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers
are primarily concerned with the salesperson’s ability to explain the car’s features, the salesperson’s
friendliness, and the dealer‘s honesty. The dealership should be ESPECIALLY concerned with which
determinants of service quality?
A) communication, courtesy, and credibility
B) competence, courtesy, and security
C) competence, responsiveness, and reliability
D) communication, responsiveness, and reliability
E) understanding/knowing customer, responsiveness, and reliability
5) Marketing issues such as advertising, image, and promotion are important to quality because:
A) they define for consumers the tangible elements of a service.
B) the intangible attributes of a product (including any accompanying service) may not be defined by the
consumer.
C) they educate consumers on how to use the product.
D) they make the product seem more valuable than it really is.
E) they raise expenses and therefore decrease profitability.
6) Which of the determinants of service quality involves having the customer’s best interests at heart?
A) access
B) courtesy
C) credibility
D) responsiveness
E) tangibles
7) Which of the determinants of service quality involves performing the service right the first time?
A) access
B) courtesy
C) credibility
D) reliability
E) responsiveness
8) Identify the ten determinants of service quality. Describe two of them in a sentence or two each.