THE INTERNATIONAL UNIVERSITY (IU) Department of Industrial System Engineering

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1 MIDTERM EXAMINATION Head of Department of Industrial & Systems Engineering QUALITY MANAGEMENT Duration: 120 minutes Lecturer: Student ID: Date: Mar. 21, 2013 Name: Assoc Prof. Ho Thanh Phong Luu Van Thanh GENERAL INSTRUCTION(S) 1. This is an open book examination. 2. Calculator and dictionary are allowed. 3. Internet/ intranet, Cell phone, USB, discussion & materials transfer are strictly prohibited. Total pages: 04 (including this page) PART I: Multiple Choice Questions - Student answer directly into question paper (1.5 points for each correct answer). 1. Taguchi suggested that loss in a process is increased with increase of? a. Specifications b. Competition c. Standards d. Variability 2. Documentation and data on existing products are the examples of a. External inputs b. Other inputs c. Internal inputs d. Process 3. What is the relationship between Ishikawa and Deming? a. Son and Father b. Student and Teacher c. Nephew and Uncle d. Grandson and Grandfather 4. Which of the following are generally easy to detect using statistical methods, and it is usually economical to remove them? a. Common causes b. Implicit causes c. Special causes d. Assignable causes Page 1 of 5

2 5. The products manufactured during 1800s were unique. How quality was ensured in this era? a. Through inspection b. Through renovation c. Through calculation d. Through repair 6. The plan-do-check-act cycle is associated with: a. W.E. Deming. b. Walter Shewhart. c. Joseph Juran. d. Armand Feigenbaum 7. The father of statistical quality control is: a. F. W. Taylor b. Joseph Juran c. Philip Crosby d. Walter Shewhart 8. In which of the following operations great deal of variations can occur? a. Distribution b. Manufacturing c. Purchasing d. Selling 9. What is the other name used for Deming Cycle? a. Shewhart cycle b. Product life cycle c. Data life cycle management d. Information life cycle management 10. When data is plotted on the control charts, the data is of two types: R and X-bar. The R data represent points of a while the X-bar data represent points of a(n). a. random sample; cross-matrix sample b. real sample; simulated sample c. sampling run; average of several runs d. random sampling; continuous sampling 11. A quality program within a project should be based on of errors to improve productivity along with quality levels. e. early detection f. early correction g. late detection h. prevention 12. Some organizations today are using "six sigma" to set the upper and lower limits on control charts rather than the traditional sigmas. a. two b. three Page 2 of 5

3 c. four d. five 13. Which of the following is determining what to control, establishing units of measurement so that data may be objectively evaluated? a. Quality control b. Quality improvement c. Quality planning d. Quality process 14. Identify the example of prevention cost. Select correct option: a. Quality planning b. Re-inspection c. Product recalls d. Customer returns 15. All of the following are the elements of a TQM system EXCEPT: a. Leadership b. Communications c. Measurement d. Detentions 16. Which of the following is TRUE for lower costs of quality? a. Doing the wrong thing in the wrong way b. Doing the wrong thing in the right way c. Doing the right thing in the wrong way d. Doing the right thing in the right way 17. What is the objective of a TQM system? a. Continuous improvement b. Business improvement c. Process improvement d. Product improvement. 18. Which of the following is concerned about quality for achievement of TQM? a. The Managing Director b. The Quality Manager c. Everyone in the organization d. The Operation Manager 19. Which of the following statements is TRUE for total quality? a. Stresses on learning and adaptation to change b. Difficulty in establishing and measuring service levels c. Ability to repair a product quickly and easily d. A customer focused management system. 20. Quality applies to which aspect(s) of the organization? a. Products only b. Products, services, and people Page 3 of 5

4 c. Products and services d. People and product PART II: WRTING 1. a. (05p) Explain the difference between attribute charts and variable charts. Students can answer vary, at least include that Attribute: discrete data (count): good or bad, >< variable: continuous data (measure): weight b. (15p) Under what circumstances should a c-chart be used instead of a p-chart. R instead of S chart - use to number of time instead of the fraction of item - constant area of opportunity instead of the subgroup size may vary or constant - R chart used when subgroup size is less than a. (10p) Describe the TQM s house. Why do we use the TQM in a knowledge-based economy? b. (10p) The sales department of a company wants to apply TQM. You are hired as a Sales Manager to deploy it. (Hint: Please quote its three pillars - no details, and develop its quality parameters, measuring points, ) a. discuss 3 pillars, 3 components and integrated systems in a knowledge-based economy b. Develop at least the first two pillars: planning and control for sales department. 3. a. (10p) A company opens a sales office with six salesmen in HCM city. All salesmen have the same responsibilities and opportunities. The number of new accounts generated by each salesman is recorded on the following table. The company s policy calls for a review of performance. Please help the company to determine who should be rewarded or punished? a. Use c-chart for this problem. b. (10p) The company has $60,000 of bonus money to allocate to the sales force. How much would you give to each salesman? Why? b. Students will answer vary in giving their recommendation and their way to allocate this bonus. Name of Sales Person Number of New Accounts Lan 30 Hai 49 Minh 32 Danh 27 Dat 33 Phi (10p) The control chart has been divided into zones (A, B, C). Please identify any signals that indicate a lack of control, and explain why. Define 3 rules as in figure and explain briefly them Page 4 of 5

5 UCL Zone A Zone B Center- -line Zone C Zone C Zone B LCL Zone A Page 5 of 5

Operations Management

9-1 Management of Quality Operations Management William J. Stevenson 8 th edition 9-2 Management of Quality CHAPTER 9 Management of Quality McGraw-Hill/Irwin Operations Management, Eighth Edition, by William