Reviewer in TOTALQM

1. For him, there is no optimum level of defects. Crosby

2. According to him, what costs money are the unquality things. Crosby
3. According to him, quality may be achieved through quality planning, control and improvement. Juran
4. This views quality in terms of product benefits vis a vis price. Value perspective
5. Quality perspective that is synonymous with superiority or excellence. Transcendent perspective
6. Meeting or exceeding customer expectations is the emphasis of this quality perspective. Customer perspective
7. He advocated the use of simple visual tools and statistical techniques to include cause & effect diagram. Ishikawa
8. Dimension of quality pertaining to lasting use of the product. Durability
9. Quality dimension pertaining to optimized/maximized product use. Efficiency
10. The quality determinant that covers speed, courtesy and competence of repair. Serviceability
11. The state of product quality that refers to capability to meet promised scheduled delivery. Timeliness
12. This dimension of the quality refers to how a product looks, feels, sounds, tastes, or smells. Aesthetics
13. An organization-wide philosophy of pursuing quality and excellence. Total Quality Management
14. This is the ability to meet or exceed customer’s expectation all the time. Quality
15. The purchase of an automated testing tool is an example of this cost. Preventive cost
16. Costs caused by poor-quality products that have reached the customer. External failure cost
17. These are the cost of avoiding poor quality, or costs incurred as a result of poor quality. Preventive cost
18. A channel or a mean to collect information about customer needs and expectations, their importance, and customer
satisfaction with the company’s performance on these measures. Listening post
19. A graphical tool used as a mean for examining whether or not two parameters are related to each other. Scatter
diagram
20. A method being used to identify root causes of quality problem. Cause and effect diagram
21. A tool in quality management used as a tool in collecting frequencies in in historical defects and sometimes called as
the defect concentration diagram. Check sheet
22. A tool used to compare observations outside the controllable limits. Control chart
23. Award noted to be one of the highest award in Total Quality Management, named after to a person instrumental in
teaching the concept of quality management. Deming Prize
24. Award that promotes and help US companies to achieve world class quality. Malcolm Baldrige Award
25. These are expected customer requirements that cause dissatisfaction if not present. Dissatisfiers
26. These are requirements expressed in customer’s own terms. Voice of the customer
27. This award serves as guide for competitiveness based on the principles of TQM and sets a standard of excellence to
help Filipino organizations to achieve world-class performance. Philippine Quality Award
28. This quality management system attempts to correct process by measuring defects per million opportunities. Six
Sigma
29. The focus of this quality management system is to focus on the elimination of all waste from all processes. Lean
Management/Manufacturing
30. In service applications, the term error is generally used to describe a nonconformance.
31. An attribute measure characterizes the presence or absence of non-conformances in a unit of work.
32. Which of the following pairs of charts are used together? x-chart and R-chart
33. The control chart most appropriate for plotting the daily percentage of students that wait longer than 5 minutes in line
at the undergraduate admissions office is a: p-chart
34. Each day, a manufacturing company producing circuit boards will randomly sample 60 circuit boards for a period of 25
days and then determine and plot the number of defects contained in each of these boards. The appropriate control
chart is a: c-chart
35. Compared to variable measurement, attributes measurement requires a larger sample to obtain the same amount of
statistical information about the quality of the product.
36. If the variation in the process is due to common causes alone, the process is said to be in statistical control.
37. Statistical process control relies on control charts.

II. TRUE OR FALSE

1. T - A 2TB flashdisk manifest quality dimension for portability.
2. T - A refillable white board marker is an example of the quality dimension for maintainability.
3. F - According to transcendent perspective of quality, a product is quality if it conforms to specifications.
4. T - An online appointment system is an example of “Quality of Service Design”.
5. T - Aside from emphasizing that quality is free, reducing uncertainty and variability in design is the main focus of
Deming’s quality teaching.
6. F - Based on value perspective, a product is quality if it offers multiple attributes or features.
7. F - Bus/airport lounge is a dimension of quality for service design.
8. T - Cost of Quality (COQ) translates quality problems to upper management in the form of monetary value.
9. T - Deming emphasized business practice must no longer be based on price.

Reviewer in TOTALQM Class of Prof. Jayme C. Ignacio, Term 3 SY 2016-2017

10. T - Publishing and committing to company’s mission according to Deming shall enable quality management system
work.
11. T - Tableware’s setting in a restaurant is an example of the quality dimension aesthethics.
12. T - The user perspective of quality presents product’s fitness for intended use.
13. T - There is a strong emphasis made by Juran to veer away from unquality things to realize quality is free.
14. T - All award giving bodies from various countries present criteria unique to each other.
15. F - Companies are required to have ISO certification to foster quality management in the organization.
16. T - Complaint is an example of listening post to acquire voice of the customer.
17. T - Customer satisfaction or dissatisfaction takes place during moments of truth.
18. T - Customers evaluate a service primarily by the quality of human contact.
19. F - In Kano’s Model of Customer Requirements, satisfiers are those that are “never though of” or unexpected features.
20. T - In lean management, non value-adding motion such as unplanned movements in the process results to
organizational waste.
21. T - Inappropriate or a poor measurement scheme is one cause why customer satisfaction effort fails.
22. T - Lean management is a business process that aims to achieve high quality, safety and worker morale, whilst
reducing cost and shortening lead times.
23. F - Quality awards are always given voluntarily by award giving bodies.
24. T - Response scales of customer satisfaction survey translate answers to actionable results.
25. T - Six Sigma as a measurement standard in product variation showed that three sigma from the mean is the point
where a process requires correction.
26. T - Six Sigma is generally linked and stemmed with the field of study called “statistics”.
27. T - The roots of Six Sigma as a measurement standard can be traced back to the concept of the normal curve.
28. F - Using minimum resources to avoid waste and achieve zero defect is the ultimate objective of Six Sigma system.
29. F - A good lot is present when the result of the sampling presents 2% defective or more.
30. T - A p-chart is used with the attribute data.
31. F- Acceptable Quality Level (AQL) is the poorest level of quality consumers are willing to accept.
32. F- Acceptance sampling is a form of quality testing used only for incoming materials.
33. F- As opposed to the required Cp for a Six Sigma of 2.0, the common target value of Cp is 1.0 which allows off-center
processes.
34. F- Collecting variable data is usually easier than collecting attribute data because the assessment can usually be
done more quickly by a simple inspection or count.
35. T - Consumer’s risk is when the sampling result falls within the bad lots.
36. F- Control charts for variable presents findings of defective/non-defective, good/bad, yes/no,
acceptable/unacceptable.
37. F- In process capability, the natural variation of a process should be small enough to produce products that meet the
standards required.
38. F- Manual inspection tend to cause common errors such as inspection rate error which generalizes a lot to be
acceptable when defect rate is low.
39. F- Process control is the ability of a process to produce output that conforms to specifications.
40. T- The absence of nonconformance in a unit of work depicts that the process has no defect.
41. T- The process is considered in control when the number of points above and below the center line is about the same.
42. F- When the lot of fraction defective is below the LTPD, rejecting a lot is probable.

Reviewer in TOTALQM Class of Prof. Jayme C. Ignacio, Term 3 SY 2016-2017

1. Which of the following is NOT one of the basic applications of a control chart?
A. To calculate the average-range
B. To establish a state of statistical control
C. To monitor a process to identify special causes of variation
D. To determine process capability

2. A process is said to be out of control when:

A. common causes are present
B. special causes are present
C. the process is not capable of meeting specifications
D. the upper and lower control limits cannot be computed

3. Which of the following is NOT an indication of an out-of-control process?

A. Five consecutive points fall on one side of the centerline.
B. Four of five consecutive points fall within the outer two-thirds region between the centerline and one of the control
limits.
C. Two of three consecutive points fall in the outer one-third region between the centerline and one of the control
limits.
D. A single point falls above the upper control limit.

Problem No. 1 - Compute for the mean percentage (fraction) of defects for the random sampling per hour shown in the
table below. There are 15 bags from each random sample.
Sample No. of Defects
st
1 hour 5
nd
2 hour 3
rd
3 hour 1
th
4 hour 2

4. Referring to Problem No. 1, the mean percentage is:

A. 0.16 C. 0.19
B. 0.17 D. 0.18

Problem No. 2 - Given the following details:

UCL=19 meters, LCL=17 meters, Standard Dev.= .60, Sample Mean = 18.50 meters

5. Referring to Problem No. 2, the Cp for the process is:

A. 0.056 C. 0.57
B. 0.56 D. 0.046

6. Is the process capable?

A. Yes B. No

7. Referring to Problem No. 2, the Cpk for the process is:

A. 0.833 C. 0.0278
B. 0.231 D. 0.278

8. Is the process capable?

A. Yes B. No

Reviewer in TOTALQM Class of Prof. Jayme C. Ignacio, Term 3 SY 2016-2017