EM 507
1)
a)
b)
c)
d)
FINAL EXAM QUESTION BANK
SPRING 2008
e)
ISO 16949 mostly relates with ________________.
occupational health and safety management systems
environmental management systems
standards for the automotive industry requirements
quality systems – model for quality assurance in design, development, production, installation and
servicing
general rules and guidelines for the application of ISO 9000 standards
2)
a)
b)
c)
d)
e)
Which one below is wrong about Hoshin planning?
Customer driven
Data based
Mission and vision focused
Done by the top management
Creates relatively short-term goals
3) Among the below, which is/are valid for Quality Function Deployment (QFD)?
I. Decreases engineering changes
II. Reduces start-up costs
III. Improves communication
IV. A mechanism for concurrent engineering
a)
b)
c)
d)
e)
Only I
Only II
I and III
II and III
All of them
4)
a)
b)
c)
d)
e)
Six Sigma approach is developed by the company ____________.
Toyota
Honda
General Electric
Motorola
Nokia
5) Which one below is/are correct about Theory of Inventive Problem Solving (TRIZ)?
I. Developed by a Soviet researcher named Genrich Altshuller
II. Uses 39 system parameters
III. Makes easier solve complex technical and organizational problems
IV. Mostly used and benefited by small companies
a)
b)
c)
d)
e)
Only III
Only IV
III and IV
I, II and III
All of them
ANSWER KEY:
1) c
2) d
3) e
4) d
5) d
Q1) Considering the CRM Project Lifecycle which is the correct order?
1- Develop Strategy and Launch Project
2- Build Infrastructure and Integrate
3- Deliver Customer Offer
4- Know Customers and Target Customers
5- Evaluate Results
A) 1-2-3-4-5
B) 2-1-3-4-5
C) 1-5-2-3-4
D) 2-1-4-3-5
E) 1-2-4-3-5
Q2) Which of the following statements are true about the Value Stream Map?
I. Links the material and information flows
II. Ties together lean concepts and techniques
III. Less useful than quantitative tools
A) Only III
B) I, II
C) Only II
D) I, III
E) I, II, III
Q3) “Transportation handling more than once, delays in moving materials, unnecessary moving or
handling ” is related to.. A) Five S
B) Seven Wastes of TPS
C) Visual Controls
D) Defect Warning
E) None of the above.
Q4) Which one of the followings is not one of the components of TPS?
A) Five S
B) Seven Wastes
C) Visual Controls
D) Defect Warning
E) All of the above are components of TPS.
Q5)
I. In order for employees and managers to function effectively in a total quality setting, they must have
good interpersonal skills.
II. Conflict management means resolving conflict whenever it is detrimental and initiating it when
necessary to overcome stagnation in an organization.
III. When trying to communicate it is important that you do not use open-ended questions.
Which of the above statements are true?
A) Only III
B) I, II
C) Only II
D) I, III
Answer Key
1. E
2.B
1.
3.B
4.E 5.E
Which one of the followings is not one of the CRM activities?
a) Customer Selection
E) I, II, III
b)
c)
d)
e)
Customer Acquisition
Customer Retention
Customer Satisfaction
Customer Extension
2.
Which one of the followings regarding to Statistical Process Control (SPC) is incorrect?
a) SPC is the application of statistical techniques to a process in order to prevent defects and to
improve the process.
b) SPC reduces variability in delivery times, methods, attitudes, equipment and materials.
c) Statistical control charts are used to detect if there exist special causes of variation.
d) It is easier to identify and correct the common causes.
e) A change in operator and broken tools are examples of special causes.
3.
Which one of the following statements is false?
Hoshin planning...
a) Is customer driven.
b) Creates long-term goals.
c) Is done by participation of all members of the organization.
d) Is mission and vision focused.
e) Uses basic TQM tools as affinity diagrams, tree diagrams, prioritization matrices.
4.
Which one of the following statements is incorrect?
Quality Function Deployment (OFD)...
a) Reduces product development cycle time.
b) Increases engineering changes.
c) Reduces start-up costs.
d) Improves communication.
e) Helps identify specific competitive advantages easily.
5.
Which one of the followings is not one of the obstacles of CRM?
Cultural Fit
Inadequate customer data
Functional organization design
Technology Bias
Customer strategy
a)
b)
c)
d)
e)
6.
7.
Which one of the followings is not one of the main principles of TPS?
a) Reduced Setup Times
b) Small-Lot Production
c) Employee Involvement and Empowerment
d) Pull Production
e) All of the above are principles of TPS
Which one of the following is not included in 5 S?
Sort
Systematize
Shine
Success
Sustain
a)
b)
c)
d)
e)
8.
Which one of the followings about Jidoka is correct?
a) Jidoka is making only "what is needed, when it is needed, and in the amount needed “
b) Jidoka eliminates waste, inconsistencies, and unreasonable requirements, resulting in
improved productivity.
c) Jidoka is derived from the fact that an operator works like a robot.
d) Jidoka can be defined as automation with human touch.
e) Jidoka uses problem display board system called “Kanban"
Q1)
6
2
1
4
3
5
Which is the correct step order of the QFD Matrix?
a) Customer requirements, Importance Weights/Target Values, Importance Weights, Relations,
Product/Service Characteristics, Correlations
b) Customer requirements, Product/Service Characteristics, Importance Weights, Relations,
Importance Weights/Target Values, Correlations
c) Customer requirements, Importance Weights/Target Values, Importance Weights, Relations,
Correlations, Product/Service Characteristics
d) Customer requirements, Importance Weights, Relations, Product/Service Characteristics, Importance
Weights/Target Values, Correlations
e) Customer requirements, Importance Weights, Relations, Product/Service Characteristics, Importance ,
Correlations, Weights/Target Values
Q2) Which one of the following customer information type is the information that comes from surveys,
focus groups and other mechanisms that measure customer opinions, satisfaction, or preferences against
specific criteria?
a) Solicited Information
b) Unsolicited Information
c) Quantitative Information
d) Structured Information
e) Qualitative Information
Q3) Which one of the followings is not true for SPC?
a)
b)
c)
d)
e)
SPC provides continuous improvement of process.
SPC increases predictability of process
SPC decreases production waste
SPC requires more expensive inspection
SPC makes sample inspection more reliable
Q4) Which one of the following is not a DFSS methodology?
a)
b)
c)
d)
e)
DMADV
DCCDI
DMADOV
CDOV
DMAIC
Q5) DMAIC and DMADV, both inspired by the:
a)
b)
c)
d)
e)
Herzberg's two- factor theory
Adams' equity theory
Deming’ PDCA theory
Hoshin Planning
Robust Design
1.
Which one is not a potential benefit of QFD
a. reduces start-up costs
b. helps a company focus time and efforts on key areas which can provide a competitive
edge
c. decreases engineering changes
d. reduces product development cycle time
e. all of the above
Answer: E
2. Which part of the DMAIC asks the question “Where and when do the defects occur?”
a. Measure
b. Define
c. Control
d. Analyze
e. Improve
Answer: D
3.
Who is/are the driving forces of six sigma in companies
i. Champion
ii. Black Belt
iii. Green Belt
iv. Master Black Belt
v. Executive Leadership
a. Only i
b. Only iii
c. ii and iii
d.
e.
i,ii and iii
All of them are responsible
Answer: C
4.
When we consider the employee side, a firm can gain competitive advantage to another by:
a. Human Resources Strategy
b. Technology enabled for employees
c. Career Map for employees
d. Salary given to employees
e. All of the above
Answer: E
5.
Which one is not an CRM (Customer Relationship Management) activity?
a. Customer Selection
b. Customeer Satisfaction
c. Customer Acquisition
d. Customer Retention
e. Customer Extension
Answer: B
1-
What is not one of the results of employee dissatisfaction?
a)
b)
c)
d)
e)
Absenteeism
Poor Service &Quality
Lack of Effort
Decreased Turnover & Vacancy Rates
Minimal Cooperation
2-
What is not true about QFD (Quality Function Deployment)?
a)
One of the keys to achieving continual improvement is getting customers involved as early in the
product development as possible
b)
Benefits of QFD are customer focus, time efficiency, teamwork oriented, document oriented
c)
Affinity Diagram, Interrelationship Digraph, Tree Diagram, Matrix Diagram are some of the
tools used for QFD
d)
In order to benefit from QFD customer information is important but not critical
e)
Solicited Information, Unsolicited information, Quantitative Information, Qualitative
Information, Structured Information, Random information are some information types which shall
be considered in QFD
3-
Which is not one of the rationale of SPC(Statistical Process Control)?
a)
b)
c)
d)
e)
Control of Variation
Continual Improvement
Just in Time
Predictability of Processes
Elimination of Waste
4a)
b)
c)
Which is not one of the total quality tools used in SPC(Statistical Process Control)?
Histograms
Stratification
Pareto Charts
d)
e)
Cause and Effect Diagrams
Iteration
5a)
b)
c)
d)
e)
Which is not an inhibitor of SPC?
Capability in Statistics
Misdirected responsibility for SPC
Failure to Understand the Target Process
Usage of Statistical Tools
Measurement Repeatability and Reproducubility
Answers : 1-D, 2- D, 3- C, 4- E, 5-D
1.)Which one of the following is not the suitable time for go to DFSS (Design for Six Sigma) improvement
strategy.
a-) Changing customer expectations: by the time the current problems are solved, new problems will occur
b-) Technology development: new technologies allow to meet all customer requirements at lower cost or
gain a competitive edge
c-) Process entirely broken: the existing process is unable to meet many CTQs, too many successive
DMAIC projects required
d-) Ordinary Process Improvement: To improve the existing processes in order to satisfy customer
requirements
e-) Next generation: the existing products remaining lifetime is very short, a successor will be needed soon
2.)Which one of the following is not one of the CRM Activities.
a-)Customer Verification
b-)Customer Acquisition
c-)Customer Retention
d-)Customer Extension
e-) Customer Selection
3-) Which one of the following is not an area for “Applications of Data Mining”.
a-) Predictive and risk assessment models for the financial services Industry.
b-) Predicting stocks changes, optimizing trading strategies.
c-) Matching employers needs and job applicant's references.
d-) Internet credit card fraud detection and risk management service for online merchants.
e-) Attracting customers by new products.
4-)Which one of the followings is the definition of Quality Function Deployment (QFD).
a-) is a mechanism that is used to deploy customer requirements into every stage of product/service
development.
b-) is an enterprise approach to understanding and influencing customer behavior through meaningful
communications in order to improve customer acquisition, customer retention, customer loyalty and
customer profitability
c-) is a business management strategy, originally developed by Motorola, that today enjoys wide-spread
application in many sectors of industry.
d-) is a concept for measuring whether the smaller-scale operational activities of a company are aligned
with its larger-scale objectives in terms of vision and strategy.
e-) is an area of business that is concerned with the production of goods and services, and involves the
responsibility of ensuring that business operations are efficient and effective.
5-) Which one of the followings doesn’t match with Hoshin planning.
a-) customer driven
b-) mission and vision focused
c-) data based
d-) with a proper hoshin plan, each division/employee knows the organization's hoshin, and the tasks that
(s)he must accomplish to allow the hoshin to be achieved
e-) done by one of the skillful member of the organization
1.
Which one of the following components of QFD Structure is most closely related to QFD?
a) Customer Input
b) Manufacturer’s Current Requirements
c) Planning Matrix
d) Prioritized list of Manufacturer’s Critical Process Requirements
e) Identify Trade-offs
2.
Which of the following answer(s) is/are the benefits of QFD?
a) Customer Focus
b) Teamwork Oriented
c) Documentation Oriented
d) Time Efficient
e) All of Above
3.
a. Number of defects in the piece
1. P-Chart
b. The fraction defective
2. C-Chart
c. The variation of sample
3. X-Chart
Match the above items correctly. (a2, b1, c3)
4.
Which one of the following answer is not a tool of TQM?
a) Check Sheets
b) Scatter Diagram
c) Cause and Effect Diagram
d) Jidoko
e) Pareto
5.
Which one of the following statements describes the concept behind the “Good Thinking,Good
Products” slogan? (http://www.toyota.co.jp/en/vision/production_system/quiz.html - TPS is my
Project)
a) Towads a new future for people ,society and the earth
b) Quality must be built in during the manufacturing process
c) Creative suggestions
Answers: 1.B 2.C 3.a2 b1 c3 4.D 5.C
1- Which is out of Quality Tools?
a- Cause Effect Diagrams
b- Pareto Charts
c- Flow Charts
d- Inspection Reports
e- Check Sheets
Answer: d
2- Which of the following is used in p chart application?
a- Percentage Defective
b- Number of Defects
c- Individual measured value
d- Median and range
e- Number of defects per unit area
Answer: a
3- Which is the potential benefits of QFD?
a- Increasing engineering changes
b- Reduces start-up costs
c- Increasing product development cycle time
d- None of them
e- All of them
Answer: b
4- Which step is out of DMAIC ?
a- Measure
b- Improve
c- Control
d- Design
e- Analyse
Answer: d
5- Which statement is wrong about Robust Design?
a- Genichi Taguchi has developed robust design
b- The typical tendency of Robust design is eliminate variation or try to control them
c- The cost of robust design is negligable compared to other eliminating or controolling sources
of variation.
d- The parametres of robust design are: planning the statistical design of experiment, collecting
data of these experiments and analysing these datas.
e- All of them are true
Answer: e
1. Which of the following is NOT a Hoshin policy?
a.
b.
c.
d.
e.
Customer driven
Mission and vision focused
Data based
Periodical reviews
Short term
2. Which statement is NOT correct about QFD (Quality Function Development)?
a.
b.
c.
d.
e.
QFD is a mechanism for concurrent engineering
QFD improves communication and decreases engineering changes
QFD increases start-up tools
QFD helps a company focus time and efforts on key areas which can provide competitive edge
QFD reduces warranty claims and product development cycle time
3. At which stages in DMAIC the optimization process takes place?
a.
b.
c.
d.
e.
Define and measure
Define, measure and analyze
Analyze and improve
Improve and control
Analyze improve and control
4. What are the main principles of Cleaner Production?
a.
b.
c.
d.
e.
It is integrative and holistic
It is corporative and democratic
It is an on-going improvement program
It is preventive approach
All of the above
5. Which one is not the key Element of TQM?
a.
b.
c.
d.
e.
Customer focus
Long-Term commitment
Freedom through control
Dynamic approach
Unity of purpose