Question 1

Concept generation is the first step in concept engineering.

Accepted Answer

Concept generation is not the first step; it typically follows problem definition and research in the concept engineering process.

Question 2

Concept engineering leaves a strong audit trail back to the voice of the customer.

Accepted Answer

Concept engineering involves systematically translating customer needs and requirements into detailed specifications for products or processes, ensuring traceability and alignment with the customer's voice throughout the development process.

Question 3

In applying QFD, it is important to convert the customer's words into technical terminology to understood better by designers and engineers.

Accepted Answer

False

Question 4

In the House of Quality, the symbol "?" denotes a weak relationship.

Accepted Answer

In the House of Quality, the symbol "?" denotes an uncertain relationship, not specifically a weak one.

Question 5

Using DFMEA will reduce external failure costs as well as decrease manufacturing and service delivery problems.

Accepted Answer

DFMEA (Design Failure Mode and Effects Analysis) helps identify potential failures in product design before they occur, leading to improvements that reduce external failure costs and decrease manufacturing and service delivery problems.

Question 6

Customer errors in preparation arise when customers do not remember steps in the process or to follow instructions.

Accepted Answer

The answer of Customer errors in preparation arise when customers...

Question 7

Design for Six Sigma consists of four principal activities. Which of the following is not one of them?
A) Concept development
B) Design development
C) Design maximization
D) Design verification

Accepted Answer

Design for Six Sigma includes concept development, design development, and design verification as its principal activities, but it does not include "design maximization" as a principal activity.

Question 8

_____ emerged from a consortium of companies that included Polaroid and Bose along with researchers at MIT and is promoted and taught by the Center for Quality of Management.
A) Concept engineering
B) Control charts
C) Design for Six Sigma
D) The DMEDI process

Accepted Answer

Concept engineering emerged from a collaboration involving companies like Polaroid and Bose, along with MIT researchers, and is supported by the Center for Quality of Management.

Question 9

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _____ and _____ respectively.
A) a weak relationship; a strong relationship
B) a very strong relationship; a weak relationship
C) a strong relationship; a weak relationship
D) a very strong relationship; a strong relationship

Accepted Answer

The answer of In the set of matrices is used...

Question 10

Which of the following is not a type of house of quality?
A) Technical features deployment matrix
B) Process plan and quality control charts
C) BCG matrix
D) Operating instructions

Accepted Answer

The BCG matrix is a strategic business tool used to evaluate the strategic position of a business brand portfolio and its potential. It is not a type of house of quality, which is a part of the Quality Function Deployment (QFD) process used to translate customer requirements into technical features, process plans, and other aspects of product development and production.

Question 11

The purpose of DFMEA is all of the following except:
A) to recommend corrective design actions.
B) to estimate the effect and seriousness of the failure.
C) to identify all the ways in which a failure can occur.
D) to act as the "voice of the customer" in product design.

Accepted Answer

DFMEA (Design Failure Mode and Effects Analysis) focuses on identifying potential failure modes, their causes and effects on system performance, and suggesting corrective actions to mitigate risk. It does not specifically act as the "voice of the customer" in product design, which is more directly addressed through methods like Voice of the Customer (VoC) analysis or customer feedback mechanisms.

Question 12

Which of the following statements is true about various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?
A) A railroad is high in labor intensity but low on the other two dimensions.
B) An interior design service would be low in all three dimensions.
C) A hair-stylist would be high in all three dimensions.
D) A fast-food restaurant would be high in customization and customer contact, but low in labor intensity.

Accepted Answer

A hair-stylist service involves high degrees of customer contact and interaction as the stylist directly engages with the customer to understand their needs and preferences. It is high in labor intensity because the service is predominantly delivered through skilled labor rather than automated processes. Lastly, it is high in customization as the service is tailored to the individual preferences of each customer, making option C correct.

Question 13

The design of a process begins with the:
A) operations manager.
B) QFD department.
C) customer.
D) process owner.

Accepted Answer

The answer of The design of a process begins with...

Question 14

Which of the following is not an example of customer errors during an encounter?
A) Inattention
B) A memory lapse
C) Learning from experience.
D) Failure to remember steps

Accepted Answer

C) Learning from experience is not an example of a customer error during an encounter. It is a process of gaining knowledge or skills from going through experiences, rather than an error made by the customer. Choices A, B, and D describe situations where the customer makes a mistake, such as not paying attention, forgetting something, or failing to remember the steps in a process.

Question 15

Customer errors at the resolution stage of a service encounter include all of the following except:
A) failure to signal service inadequacies.
B) follow instructions.
C) learn from experience.
D) execute appropriate postencounter actions.

Accepted Answer

"Follow instructions" is not an error; it is a correct action that customers should take during the resolution stage of a service encounter.

Question 16

Which of the following is not a component of a control system?
A) A standard
B) A flow of authority to enforce the standards
C) A means of measuring accomplishment
D) A comparison of actual results with the standard

Accepted Answer

Flow of authority to enforce the standards is not a component of a control system. Control systems typically include standards, means of measuring performance, and comparisons of actual results with standards, but the flow of authority is more related to organizational structure than to the control system itself.

Question 17

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of:
A) management.
B) quality control team.
C) the process owner.
D) the supervisor.

Accepted Answer

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of management.

Question 18

Which of the following is not one of the principles of statistical thinking?
A) Processes have quantifiable and nonquantifiable variations.
B) All work occurs in a system of interconnected processes.
C) Variation exists in all processes.
D) Understanding and reducing variation are keys to success.

Accepted Answer

The principle that processes have quantifiable and nonquantifiable variations is not one of the core principles of statistical thinking. Statistical thinking primarily focuses on understanding, managing, and reducing variation in processes, recognizing that variation exists in all processes, and that all work occurs within a system of interconnected processes.

Question 19

Which of the following is not an operational problem created by excessive variation?
A) Variation increases unpredictability.
B) Variation increases capacity utilization.
C) Variation makes it difficult to find root causes.
D) Variation makes it difficult to detect potential problems early.

Accepted Answer

Variation typically decreases capacity utilization rather than increasing it, because systems must be designed with buffers (like extra capacity or inventory) to accommodate the unpredictability caused by variation. This reduces the overall efficiency and utilization of resources.

Question 20

If the variation in the process is due to _____ alone, the process is said to be in statistical control.
A) random causes
B) common causes
C) special causes
D) environmental causes

Accepted Answer

A process is in statistical control when the variation is due to common causes, which are inherent to the process and predictable.

Quiz 3: Tools and Techniques for Quality Design and Control

Concept generation is the first step in concept engineering.

Concept engineering leaves a strong audit trail back to the voice of the customer.

In applying QFD, it is important to convert the customer's words into technical terminology to understood better by designers and engineers.

In the House of Quality, the symbol "?" denotes a weak relationship.

Using DFMEA will reduce external failure costs as well as decrease manufacturing and service delivery problems.

Customer errors in preparation arise when customers do not remember steps in the process or to follow instructions.

Design for Six Sigma consists of four principal activities. Which of the following is not one of them?

_____ emerged from a consortium of companies that included Polaroid and Bose along with researchers at MIT and is promoted and taught by the Center for Quality of Management.

In the set of matrices is used to relate the voice of the customer to technical features and production planning and control requirements the following symbols • and ? are used to denote _ and _ respectively.

Which of the following is not a type of house of quality?

The purpose of DFMEA is all of the following except:

Which of the following statements is true about various service components: degree of customer contact and interaction, the degree of labor intensity, and the degree of customization?

The design of a process begins with the:

Which of the following is not an example of customer errors during an encounter?

Customer errors at the resolution stage of a service encounter include all of the following except:

Which of the following is not a component of a control system?

The responsibility for control can be determined by checking the three components of control systems. If any of these criteria is not met, then the process is the responsibility of:

Which of the following is not one of the principles of statistical thinking?

Which of the following is not an operational problem created by excessive variation?

If the variation in the process is due to _____ alone, the process is said to be in statistical control.