COB 300 OPERATIONS TEST 2 (PAL) QUESTIONS &
DETAILED COMPLETE ANSWERS
Quality - ANSWER - ability of a product to consistently meet or exceed
expectations
dimensions of product quality - ANSWER - performance, aesthetics, special
features, conformance, reliability, durability, perceived quality, servicability
dimensions of service quality - ANSWER - reliability, responsiveness, time,
assurance, courtesy, tangibles, consistency
three principles of TQM - ANSWER - customer focus, total involvement,
continuous improvement
internal failure costs - ANSWER - yield losses, rework costs
external failure costs - ANSWER - warranty cost
yield loss - ANSWER - cost for scrap
appraisal costs - ANSWER - costs associated with product inspection and testing
preventative cost - ANSWER - efforts to prevent errors from happening
ISO 9000 - ANSWER - international quality management standards
1
,ISO 14000 - ANSWER - international standards for environmental performance
ISO 24700 - ANSWER - standards of reused office equipment
Six Sigma - ANSWER - no more than 3.4 defects per million
DMAIC - ANSWER - define, measure, analyze, improvement, control
PDSA - ANSWER - plan do study act
80-20 Rule - ANSWER - 80% of defects come from 20% of causes of defects
quality control - ANSWER - process that evaluates output relative to a standard
and takes corrective action when output doesn't meet standards
acceptance sampling - ANSWER - approach to quality assurance where inspection
is done before/after production; least progressive approach
process control - ANSWER - approach to quality assurance where inspection and
corrective action is done during production
continuous improvement - ANSWER - approach to quality assurance where
quality is built into the process; most progressive approach
inspection - ANSWER - appraisal of goods or services; used to provide
information on the degree to which items conform to a standard
2
, low-cost, high-volume items (paper clips, roofing nails, wooden pencils) require: -
ANSWER - little inspection because the cost associated with passing defective
items is quite low and the processes that produce these items are highly reliable so
defects are rare
high-cost, low-volume items require: - ANSWER - more intensive inspection;
automated inspection is an option that can be used
quality conformance - ANSWER - product or service conforms to specifications
statistical process control (SPC) - ANSWER - statistical evaluation of the output of
a process; used to decide if a process is in control or if corrective action is needed
random variation - ANSWER - natural variation in the output of a process, created
by countless minor factors; common variability (variations are so minor that it is
unimportant to attempt to eliminate them)
assignable variation - ANSWER - in process output, a variation whose cause can
be identified; non-random variation
sampling distribution - ANSWER - theoretical distribution of sample statistics;
most frequently used is normal distribution
central limit theorem - ANSWER - distribution of sample averages tends to be
normal regardless of the shape of the process distribution
How is control achieved? - ANSWER - by checking a portion of the goods or
services, comparing the results to a predetermined standard, evaluating departures
from the standard, taking corrective action when necessary, and following up to
ensure that problems have been corrected
3
DETAILED COMPLETE ANSWERS
Quality - ANSWER - ability of a product to consistently meet or exceed
expectations
dimensions of product quality - ANSWER - performance, aesthetics, special
features, conformance, reliability, durability, perceived quality, servicability
dimensions of service quality - ANSWER - reliability, responsiveness, time,
assurance, courtesy, tangibles, consistency
three principles of TQM - ANSWER - customer focus, total involvement,
continuous improvement
internal failure costs - ANSWER - yield losses, rework costs
external failure costs - ANSWER - warranty cost
yield loss - ANSWER - cost for scrap
appraisal costs - ANSWER - costs associated with product inspection and testing
preventative cost - ANSWER - efforts to prevent errors from happening
ISO 9000 - ANSWER - international quality management standards
1
,ISO 14000 - ANSWER - international standards for environmental performance
ISO 24700 - ANSWER - standards of reused office equipment
Six Sigma - ANSWER - no more than 3.4 defects per million
DMAIC - ANSWER - define, measure, analyze, improvement, control
PDSA - ANSWER - plan do study act
80-20 Rule - ANSWER - 80% of defects come from 20% of causes of defects
quality control - ANSWER - process that evaluates output relative to a standard
and takes corrective action when output doesn't meet standards
acceptance sampling - ANSWER - approach to quality assurance where inspection
is done before/after production; least progressive approach
process control - ANSWER - approach to quality assurance where inspection and
corrective action is done during production
continuous improvement - ANSWER - approach to quality assurance where
quality is built into the process; most progressive approach
inspection - ANSWER - appraisal of goods or services; used to provide
information on the degree to which items conform to a standard
2
, low-cost, high-volume items (paper clips, roofing nails, wooden pencils) require: -
ANSWER - little inspection because the cost associated with passing defective
items is quite low and the processes that produce these items are highly reliable so
defects are rare
high-cost, low-volume items require: - ANSWER - more intensive inspection;
automated inspection is an option that can be used
quality conformance - ANSWER - product or service conforms to specifications
statistical process control (SPC) - ANSWER - statistical evaluation of the output of
a process; used to decide if a process is in control or if corrective action is needed
random variation - ANSWER - natural variation in the output of a process, created
by countless minor factors; common variability (variations are so minor that it is
unimportant to attempt to eliminate them)
assignable variation - ANSWER - in process output, a variation whose cause can
be identified; non-random variation
sampling distribution - ANSWER - theoretical distribution of sample statistics;
most frequently used is normal distribution
central limit theorem - ANSWER - distribution of sample averages tends to be
normal regardless of the shape of the process distribution
How is control achieved? - ANSWER - by checking a portion of the goods or
services, comparing the results to a predetermined standard, evaluating departures
from the standard, taking corrective action when necessary, and following up to
ensure that problems have been corrected
3
