Question 1

Six Sigma applies to manufacturing processes but not to services.

Accepted Answer

Six Sigma can be applied to both manufacturing and service sectors. It was originally developed by Motorola for quality improvement in manufacturing processes, but has since been adapted for use in various industries including healthcare, finance, and telecommunications.

Question 2

Six Sigma involves periodic review of Six Sigma plans and projects, providing champions to sponsor projects, providing training resources, and communicating progress and achievements.

Accepted Answer

This statement accurately describes some of the key components of Six Sigma.

Question 3

_____ causes of variation arise from external sources that are not inherent in the process.
A) Special
B) Unassignable
C) Common
D) Non-system

Accepted Answer

Special causes of variation are due to specific, identifiable factors outside the normal process variation.

Question 4

The origin of the term Six Sigma came from a statistical measure that equates to 6.4 or fewer errors or defects per million opportunities.

Accepted Answer

The term Six Sigma originally comes from a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities, not 6.4.

Question 5

Deming summarized his philosophy of quality and management in what he called _____.
A) steps to total quality.
B) a system of profound knowledge.
C) absolutes of quality management.
D) basic elements of improvement.

Accepted Answer

Deming believed that successful management required understanding of four interrelated parts: appreciation of a system, knowledge of variation, theory of knowledge, and psychology. He called this collection of knowledge a "system of profound knowledge."

Question 6

The concept of Six Sigma is facilitated through use of basic and advanced quality improvement and control tools by teams whose members are trained to provide fact-based decision-making information.

Accepted Answer

Six Sigma relies on the use of quality improvement and control tools by trained team members to make fact-based decisions.

Question 7

ISO 9000 focuses on performance excellence for the entire organization in an overall management framework.

Accepted Answer

ISO 9000 is primarily concerned with quality management systems and principles, ensuring that organizations consistently meet customer and regulatory requirements, rather than focusing on overall performance excellence in a comprehensive management framework.

Question 8

According to Deming, factors causing variation that are present as a natural part of a process are called:
A) common causes of variation.
B) total variances.
C) assignable causes of variation.
D) system variances.

Accepted Answer

Deming believed that there are two types of causes of variation: common causes and assignable causes. Common causes of variation are those that are inherent in a process and are present all the time. They are also known as "random" or "natural" causes and cannot be eliminated completely. Assignable causes, on the other hand, are specific factors or events that lead to a change in the process and can be identified and eliminated.

Question 9

Variations that result from special causes are called:
A) assignable causes.
B) random variances.
C) common variances.
D) secondary causes of variation.

Accepted Answer

Variations that result from special causes are often referred to as assignable causes because they can be linked to specific sources or factors that are outside of the normal variation expected in a process. These causes can often be identified and eliminated, leading to a reduction in variation and improved process performance. In contrast, random variations are caused by natural variability in a system and cannot be eliminated through specific actions or interventions.

Question 10

Six Sigma is based largely on worker empowerment and teams; TQ is owned by business leader champions.

Accepted Answer

Six Sigma and Total Quality Management (TQ or TQM) both emphasize quality improvement and involve everyone in the organization, but Six Sigma is more data-driven and focuses on process improvement through statistical analysis, while TQM emphasizes a more holistic approach involving organizational culture and customer satisfaction, with leadership and employee involvement being crucial in both methodologies.

Question 11

Deming emphasized that management's job is to:
A) increase process variance.
B) control the process indexes.
C) optimize the system.
D) give orders and punishments.

Accepted Answer

Deming believed that management's job was to optimize the system by improving processes and reducing variation. This was more important than simply controlling process indexes, giving orders and punishments, or increasing process variance.

Question 12

The Baldrige Criteria for Performance Excellence focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service nonconformities.

Accepted Answer

The Baldrige Criteria for Performance Excellence goes beyond focusing on product and service conformity. It includes leadership, strategy, customer focus, workforce engagement, and continuous improvement. It is a holistic approach to organizational excellence and not just fixing quality system problems and nonconformities.

Question 13

TQ activities generally occur within a function, process, or individual workplace; Six Sigma projects are truly cross-functional.

Accepted Answer

TQ activities are typically focused on improving specific aspects within a function, process, or individual workplace, while Six Sigma projects involve cross-functional teams working together to improve overall business performance.

Question 14

Which of the following is true of Deming's theory of knowledge?
A) It is advisable to replicate others instead of developing new solutions.
B) Experiences can be tested and validated.
C) Asking multiple questions only causes confusion and should be avoided.
D) Decisions should be driven by facts, data, and justifiable theories.

Accepted Answer

Deming's theory of knowledge emphasizes the importance of making decisions based on facts, data, and justifiable theories. It also encourages learning from experiences and continuous improvement, rather than blindly replicating others. While asking multiple questions can sometimes cause confusion, it is not a fundamental principle of Deming's theory.

Question 15

Although the 2000 revision of ISO 9000 incorporated many of the Baldrige criteria's original principles, it still is not a comprehensive business performance framework.

Accepted Answer

While ISO 9000 incorporated some of the Baldrige criteria's principles, it is not a comprehensive business performance framework.

Question 16

Which of the following is an example of a common cause of variation in a manufacturing process?
A) Miscalibration of measuring instruments
B) A poorly trained operator
C) Variations in the raw material used
D) Normal wear and tear of machine parts

Accepted Answer

Normal wear and tear of machine parts is a common cause of variation, as it is inherent to the process and occurs naturally over time.

Question 17

According to Scholtes's understanding of profound knowledge, people don't understand systems when:
A) they see the causes of the problems but not the symptoms.
B) they see events as individual incidents.
C) they understand the process of change and the resistance to it.
D) they can distinguish between fact and opinion.

Accepted Answer

Scholtes believed that people don't understand systems when they see events as individual incidents, rather than seeing the interconnectedness of events and how they contribute to larger systemic problems. The other choices are not directly related to Scholtes's understanding of profound knowledge.

Question 18

Google pioneered the concept of Six Sigma as an approach to measuring product and service quality.

Accepted Answer

Google did not pioneer the concept of Six Sigma, it was developed by Motorola in the 1980s. However, Google has utilized Six Sigma methodology in their own operations to improve efficiency and quality.

Question 19

In Deming's view, _____ is the chief culprit of poor quality.
A) long-term planning
B) macromanagement
C) variation
D) an overemphasis on teamwork

Accepted Answer

Deming believed that variation is the primary cause of poor quality, and his philosophy focused on reducing and controlling variation in all aspects of a business. He believed that by reducing variation, businesses could achieve consistent quality and better outcomes. Therefore, option C is the correct answer. The other options are not directly related to Deming's philosophy on quality management.

Question 20

A system governed only by _____ causes is stable and its performance can be predicted.
A) special
B) unique
C) common
D) assignable

Accepted Answer

Common causes are inherent to the system and lead to predictable and stable performance, unlike special or assignable causes which indicate variability and instability.

Quiz 2: Frameworks for Quality and Performance Excellence

Six Sigma applies to manufacturing processes but not to services.

Six Sigma involves periodic review of Six Sigma plans and projects, providing champions to sponsor projects, providing training resources, and communicating progress and achievements.

_____ causes of variation arise from external sources that are not inherent in the process.

The origin of the term Six Sigma came from a statistical measure that equates to 6.4 or fewer errors or defects per million opportunities.

Deming summarized his philosophy of quality and management in what he called _____.

The concept of Six Sigma is facilitated through use of basic and advanced quality improvement and control tools by teams whose members are trained to provide fact-based decision-making information.

ISO 9000 focuses on performance excellence for the entire organization in an overall management framework.

According to Deming, factors causing variation that are present as a natural part of a process are called:

Variations that result from special causes are called:

Six Sigma is based largely on worker empowerment and teams; TQ is owned by business leader champions.

Deming emphasized that management's job is to:

The Baldrige Criteria for Performance Excellence focuses on product and service conformity for guaranteeing equity in the marketplace and concentrates on fixing quality system problems and product and service nonconformities.

TQ activities generally occur within a function, process, or individual workplace; Six Sigma projects are truly cross-functional.

Which of the following is true of Deming's theory of knowledge?

Although the 2000 revision of ISO 9000 incorporated many of the Baldrige criteria's original principles, it still is not a comprehensive business performance framework.

Which of the following is an example of a common cause of variation in a manufacturing process?

According to Scholtes's understanding of profound knowledge, people don't understand systems when:

Google pioneered the concept of Six Sigma as an approach to measuring product and service quality.

In Deming's view, _____ is the chief culprit of poor quality.

A system governed only by _____ causes is stable and its performance can be predicted.