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1. The Malcolm Baldrige National Quality Awardis
• A ISO 9000 requirement• An indication of SPC being used
• Indication of no competition
• Indication that TQM programs are effective
• All of the above
2. TQM does not imply
• Strong external customer orientation
• Partnership with vendors
• Meticulously re-stocking defective products
• Training
• Team meetings
3. Precision in production means
• Workers are well-trained
• Hi-tech equipment is used
• Instruments are kept clean
• Parts produced have little or no variation
• Shop uses control charts
4. Accuracy implies
• We know customer targets
• Computerized machines
• Average performance is on target
• All products are of same size
5. Six sigma is
• Latest Japanese Quality Theory
• A BMW
• Cpk = 2.0
36. The American model for TQM is
• ISO 9000
• ISO 14000
• The Baldrige Award criteria
• Use of control charts
• Use of quality circles in the shop
7. Six Sigma implies
• A statistical method
• A trouble-shooting method
• Teams are effective
• 3 defects per million in output
• All above
8. A service cannot be
• Stored
• Inspected
• Targeted
• Appraised
• Flowcharted
9. SPC implies
• Statistical process control
• Use of control charts
• Fixing assignable causes
• Sometimes leaving the process alone
• All above
10. A Stable Process has
• No defects in output
• 3 ppm output
• Good control on vendors
• Motivated workers
• No variation with time in Output
11. Fishbone diagrams are drawn
• To find customer needs
• To find the cost of quality
• To brainstorm causes of an effect
• To screen workers’ suggestions
• To explain what the process does
12. Process Flow Charts help explain
• Process steps and their relationship
• Cost of quality
• A clause in ISO 9000
• Customer complaints
• Assignable causes
13. Quality control does not apply to
• Drawing flow charts
• Drawing control charts
• Idea generation
• PTA meetings
14. Strategy implies
• What level of quality the customers want
• What the company has to do to reach its vision
• How competitive we are
• Practices on the shop floor
• Workers can talk to management
15. QFD is the way to
• Fix typing errors
• Fix sampling plans
• Conduct quality circle meetings
• Develop product specs
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