Chapter 17 – Quality Test and Statistical Process Control – Questions
and Solutions – 2025/2026
Which statement is true of control charts? - correct answer ✔✔ Standard control charts are not
effective when the rate of defects is extremely low.
The task of _____ control is to ensure that a good or service conforms to specifications and
meets customer requirements by monitoring and measuring processes and making any
necessary adjustments to maintain a specified level of performance. - correct answer ✔✔
quality
_____ is a methodology for monitoring the quality of manufacturing and service-delivery
processes to help identify and eliminate unwanted causes of variation. - correct answer ✔✔
Statistical process control
In the context of statistical process control and variation, if no special causes affect the output
of a process, we say that the process is: - correct answer ✔✔ in control.
In the context of the net promoter score (NPS), scores of 6 or below represent _____, unhappy
customers who may spread negative comments. - correct answer ✔✔ detractors
_____ cause variation arises from external sources that are not inherent in the process, appear
sporadically, and disrupt the random pattern of common causes. - correct answer ✔✔ Special
In the context of the net promoter score (NPS), scores of 7 or 8 are associated with _____,
customers who are satisfied but may switch to competitors. - correct answer ✔✔ passives
If a process has a process capability index value (C p) of less than 1, it means that: - correct
answer ✔✔ a significant percentage of output will not conform to the design specifications.
and Solutions – 2025/2026
Which statement is true of control charts? - correct answer ✔✔ Standard control charts are not
effective when the rate of defects is extremely low.
The task of _____ control is to ensure that a good or service conforms to specifications and
meets customer requirements by monitoring and measuring processes and making any
necessary adjustments to maintain a specified level of performance. - correct answer ✔✔
quality
_____ is a methodology for monitoring the quality of manufacturing and service-delivery
processes to help identify and eliminate unwanted causes of variation. - correct answer ✔✔
Statistical process control
In the context of statistical process control and variation, if no special causes affect the output
of a process, we say that the process is: - correct answer ✔✔ in control.
In the context of the net promoter score (NPS), scores of 6 or below represent _____, unhappy
customers who may spread negative comments. - correct answer ✔✔ detractors
_____ cause variation arises from external sources that are not inherent in the process, appear
sporadically, and disrupt the random pattern of common causes. - correct answer ✔✔ Special
In the context of the net promoter score (NPS), scores of 7 or 8 are associated with _____,
customers who are satisfied but may switch to competitors. - correct answer ✔✔ passives
If a process has a process capability index value (C p) of less than 1, it means that: - correct
answer ✔✔ a significant percentage of output will not conform to the design specifications.
