Question 1. Question 2

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1 User Clifford Hampton Course 2013FA*IET*419*301 (Total Quality Improvement) Test IET 419 FA13 EXAM 1 Started 9/19/13 8:19 PM Submitted 9/19/13 9:46 PM Status Completed Attempt 83 out of 100 points Score Time Elapsed 1 hour, 27 minutes out of 1 hour and 40 minutes. Instructions all 15 questions by providing short essays. Each response must be no more than 30 words. Question 1 TIME ALLOWED: 90 minutes. Which of the prominent proponents of Total Quality Management most strongly advocated for hands-on management, better training, and continuous improvement? Joseph Juran Joseph Juran [Page 18] Question 2 6 out of 6 points ISO 9001 encompasses the model for quality assurance in design, development, production, installation, and service. What model does ISO 9003 outline? for quality assurance in final inspection and test.

2 ISO 9003 is the model for quality assurance in final inspection and testing. [Page 20] Question 3 Without including manufacturing and service, state the four other main classes of organizations or industries that are eligible for the Malcolm Baldridge National Quality Award (MBNQA). Small business, education, health care, and not-for-profit Small business, Education, Healthcare, and Not-for-Profit. [Page 21]. Question 4 State, in more than 20 words, the specific reason why shareholders and top managers are attracted to implementation of the Six Sigma approach. The appeal of Six Sigma is in its prescriptive approach to implementation and culture change. the emphasis is on selecting high-leverage projects that offer clearly defined benefits tied to the bottom line. The emphasis on high-level projects that offer clearly defined benefits tied to the bottom line. (During the execution of each project, the program offers a clear delineation of responsibilities: top to bottom, as well as the articulation of training requirements, including a formal certification plan for credentialing all participants. [Page 22]

3 Question 5 Establishing purpose is an essential step in strategic planning for a Total Quality Management (TQM) enterprise. How best does strategic visioning relate to the mission of the organization? Permits managers at the top to see their company differently Strategic visioning permits managers at the top to see their company differently. [Page 35] Response Feedback: [None Given] Question 6 Cygnus Paper Processing Company is using benchmarking as a strategy for their continuous improvement plan. To ensure they can stay competitive, they are partnering with some of the leading companies in the paper industry. The expectation is that by sending some of its workforce to those companies, the Cygnus workforce can learn the state-of-the-art. What specific step in the benchmarking process does their approach fall under? Question 7 Which three specific perspectives in the Balanced Scorecard Performance Metrics measure an organization s ability to continuously improve?

4 Innovation,learning, and change measures the organization's ability to continously improve. Innovation, Learning, and Change. [Page 42] Question 8 Which specific technique is used to ensure that an organization tracks how it responds to customer contacts? Moment-of-Truth-Analysis Moment of-truth analysis. [Page 191] Question 9 State the specific step of the PDCA cycle which will involve reviewing relevant information from customer surveys? Plan- What do we want to know. The Check or Study step of PDCA. Explanation: Reviewing information from surveys is equivalent to data analysis. [Pages 193]

5 Question 10 When using a Cause-and Effect (Fishbone) Diagram as a problem-solving tool during brainstorming, what particular action must be ensured? It is important that the team understands that ll "causes" show on the diagram are merely condidates and have not been proben to be true causes of the stated effect. It is essential that all causes suggested by the team members should be listed not matter how bizarre, zany, or unlikely All causes suggested by team members should be listed, no matter how bizarre, zany, or unlikely. [Page 199] Question = = Explanation: The total frequency is the mark on the frequency axis which directly corresponds to the 100% mark on the percent axis. Alternatively, the sum of all the counts. Question 12. Pareto Chart If the available resources can only be spent on 50% of the problems, which specific problem(s) should be addressed?

6 Start late, Forgot lyrics, Guitaris out of tune, vocal off-key, Start late and Forgot lyric Explanation: The frequency of Start late is 100 and the frequency of Forgot lyrics is 80. Together Start late and Forgot lyrics have a cumulative frequency of 180. If the total frequency is 360, the two together account for 180/360 = 50%. Question 13 Pareto Chart Approximately what percentage of the problems is considered as Others? 4.7% 4.7% Explanation: After the main bars have been arranged in descending order, the bar for Others is placed last (farthest on the right). In the chart, this bar is equivalent to 4.7% on the percent axis. This value is also provided in the data below the Pareto Chart. Question 14 Scatter Diagram showing percent success of field goal attempts vs. length from a marked spot in yards. Briefly describe the trend of the data between % success of field goal attempts and length

7 from a marked spot. There is a negative impact as the length increases the sucess decreases. There was a successive decrease in success as the length from marked spot increased. Question 15 Run Chart showing lost baggage per 1000 passengers for an airline company. If the airline company wants to base their projections on the run chart, approximately how many lost luggage would have been reported for a sample size of 10,000 passengers? Add all lost luggage for each year = X 10 = 1, Explanation: A careful review of the Run Chart shows that the average number of lost luggage per 1000 passengers is 5. Thus when projected for 10,000 passengers, the number of lost luggage will be 50.