Match the quality “guru” with the specific aspects of their teachings. Use C for Crosby, D for Deming, and J for Juran. ___________ Defined quality as “fitness for use.” ___________ Defined quality as “conformance to requirements.” ___________ Set the performance standard as “zero defects.” ___________ Defined 14 points for management to follow. ___________ Emphasized a general management approach to quality, especially the human elements. ___________ Rejected the concept of statistically acceptable levels of quality. ___________ Stated that less than 20 percent of quality problems are due to workers. ___________ Recommended continuous improvement to reduce variations.
> What is the term for a computer program often used to facilitate database queries that are not part of a standard ERP system?
> ERP systems provide a wealth of information that can be used and analyzed in a wide variety of ways. What is an inherent risk with so much information?
> Describe how an ERP system fits into the overall information system structure in a firm.
> One way to help achieve lean production systems is to employ flexible automated manufacturing equipment and automated material handling systems. A natural result of such a move is that fewer people are required in the process, an issue addressed regular
> Stopping waste is a vital part of lean. Identify some sources of waste in your home or dorm and discuss how they may be eliminated.
> Quality Parts Company supplies gizmos for a computer manufacturer located a few miles away. The company produces two different models of gizmos in production runs ranging from 100 to 300 units. The production flow of models X and Y is shown in Exhibit 14
> C-Spec, Inc., is attempting to determine whether an existing machine is capable of milling an engine part that has a key specification of 4 ± .003 inches. After a trial run on this machine, C-Spec has determined that the machine has a sample mean of 4.00
> Large-scale integrated (LSI) circuit chips are made in one department of an electronics firm. These chips are incorporated into analog devices that are then encased in epoxy. The yield is not particularly good for LSI manufacture, so the AQL specified by
> In the past, Alpha Corporation has not performed incoming quality control inspections but has taken the word of its vendors. However, Alpha has been having some unsatisfactory experience recently with the quality of purchased items and wants to set up
> Design specifications require that a key dimension on a product measure 100 ± 10 units. A process being considered for producing this product has a standard deviation of four units. a. What can you say (quantitatively) regarding the process capability? b
> The following tasks are to be performed on an assembly line. The workday is seven hours long. The demand for the completed product is 750 per day. (Answers in Appendix D) a. Find the cycle time required to produce 750 units per day. b. What is the theo
> Match the following characteristics with their relevant project team organizational structures. The project is housed within a functional division of the firm. A. Pure project A project manager leads personnel from different functional areas. B. Fun
> There is a 3 percent error rate at a specific point in a production process. If an inspector is placed at this point, all the errors can be detected and eliminated. However, the inspector is paid $8 per hour and can inspect units in the process at the ra
> Output from a process contains 0.02 defective unit. Defective units that go undetected into final assemblies cost $25 each to replace. An inspection process, which would detect and remove all defectives, can be established to test these units. However, t
> A metal fabricator produces connecting rods with an outer diameter that has a 1 ± .01–inch specification. A machine operator takes several sample measurements over time and determines the sample mean outer diameter to be 1.002 inches with a standard devi
> A company currently using an inspection process in its material receiving department is trying to install an overall cost reduction program. One possible reduction is the elimination of one inspection position. This position tests material that has a de
> The following table contains the measurements of the key length dimension from a fuel injector. These samples of size five were taken at one-hour intervals. Construct a three-sigma X ¯ chart and R-chart (use Exhibit 13.7) for the length of
> Some citizens complained to city council members that there should be equal protection under the law against the occurrence of crimes. The citizens argued that this equal protection should be interpreted as indicating that high-crime areas should have mo
> The state and local police departments are trying to analyze crime rates so they can shift their patrols from decreasing-rate areas to areas where rates are increasing. The city and county have been geographically segmented into areas containing 5,000 re
> You are the newly appointed assistant administrator at a local hospital, and your first project is to investigate the quality of the patient meals put out by the food-service department. You conducted a 10-day survey by submitting a simple questionnaire
> Resistors for electronic circuits are manufactured on a high-speed automated machine. The machine is set up to produce a large run of resistors of 1,000 ohms each. To set up the machine and to create a control chart to be used throughout the run, 15 samp
> An assembly line is to be designed to operate 7½ hours per day and supply a steady demand of 300 units per day. Here are the tasks and their performance times: a. Draw the precedence diagram. b. What is the workstation cycle time required
> A shirt manufacturer buys cloth by the 100-yard roll from a supplier. For setting up a control chart to manage the irregularities (e.g., loose threads and tears), the following data were collected from a sample provided by the supplier. a. Using these
> A project to build a new bridge seems to be going very well since the project is well ahead of schedule and costs seem to be running very low. A major milestone has been reached where the first two activities have been totally completed and the third ac
> Ten samples of 15 parts each were taken from an ongoing process to establish a p-chart for control. The samples and the number of defectives in each are shown in the following table. a. Develop a p-chart for 95 percent confidence (1.96 standard deviati
> Discuss the purposes and differences between the p-charts and X-bar and R charts.
> In the situation described in Question 2, what would be the effect on the cost of quality to the supplier? Situation in Question 2 In an agreement between a supplier and a customer, the supplier must ensure that all parts are within tolerance before ship
> In an agreement between a supplier and a customer, the supplier must ensure that all parts are within tolerance before shipment to the customer. What would be the effect on the cost of quality to the customer?
> The capability index allows for some drifting of the process mean. Discuss what this means in terms of product quality output.
> Discuss the trade-off between achieving a zero AQL (acceptable quality level) and a positive AQL (e.g., an AQL of 2 percent).
> The cost of performing inspection sampling moves inversely to the cost of quality failures. We can reduce the cost of quality failures by increased levels of inspection, but that of course increases the cost of inspection. Can you think of any methods
> As part of the process for improving the quality of their cars, Toyota engineers have identified a potential improvement to the process that makes a washer that is used in the accelerator assembly. The tolerances on the thickness of the washer are
> An initial solution has been given to the following workcenter layout problem. Given the flows described and a cost of $2.00 per unit per foot, compute the total cost for the layout. Each location is 100 feet long and 50 feet wide as shown in the followi
> Plastic keychains are being produced in a company named Hot Shot Plastics. The plastic material is first molded and then trimmed to the required shape. The curetimes (which is the time for the plastic to cool) during the molding process affect th
> What are the four general categories of quality costs?
> Your project to obtain charitable donations is now 30 days into a planned 40-day project. The project is divided into 3 activities. The first activity is designed to solicit individual donations. It is scheduled to run the first 25 days of the project an
> What is the term that means making the person who does the work responsible for ensuring that specifications are met?
> What is the name of the national quality award given by the government of the United States?
> What is it called when a firm looks externally and examines others companies for examples of best practices?
> Which industry specific standard has been developed by the big three auto makers for suppliers of parts, materials, and services to the automotive industry?
> Which international standard has recently been developed to address socially responsible behavior of firms?
> A customer call center is evaluating customer satisfaction surveys to identify the most prevalent quality problems in their process. Specific customer complaints have been analyzed and grouped into eight different categories. Every instance of a compla
> What does the acronym DMAIC stand for?
> Some tasks and the order in which they must be performed according to their assembly requirements are shown in the following table. These are to be combined into workstations to create an assembly line. The assembly line operates 7½ hours p
> What is the term for a flowchart that is used to separate value-added from non-value-added steps in a process?
> A manufacturing company has been inspecting units of output from a process. Each product inspected is evaluated on five criteria. If the unit does not meet standards for the criteria, it counts as a defect for the unit. Each unit could have as few as zer
> The following table lists all costs of quality incurred by Sam’s Surf Shop last year. What was Sam’s appraisal cost for quality last year? Annual inspection costs …………………………………………$ 155,000 Annual cost of scrap materials…………………………………. 286,000 Annual rewo
> Assume the network and data that follow: a. Construct the network diagram. b. Indicate the critical path when normal activity times are used c. Compute the minimum total direct cost for each project duration based on the cost associated with each activ
> What term means managing the entire organization so that it excels on all dimensions of products and services that are important to customer?
> A common problem that many drivers encounter is a car that will not start. Create a fishbone diagram to assist in the diagnosis of the potential causes of this problem.
> The following is a table of data collected over a six-month period in a local grocery store. Construct a Pareto analysis of the data and determine the percentage of total complaints represented by the two most common categories. All Other 71 Price M
> A manager states that her process is really working well. Out of 1,500 parts, 1,477 were produced free of a particular defect and passed inspection. Based upon Six Sigma theory, how would you rate this performance, other things being equal?
> Shingo told a story of a poka-yoke he developed to make sure that operators avoided the mistake of putting fewer than the required four springs in a push button device. The existing method involved assemblers taking individual springs from a box contain
> The desired daily output for an assembly line is 360 units. This assembly line will operate 450 minutes per day. The following table contains information on this product’s task times and precedence relationships. a. Draw the precedence
> Develop a cause and effect (fishbone) diagram to address everything that impacts your grade in this course. How much is under your control?
> “You don’t inspect quality into a product; you have to build it in.” Discuss the implications of this statement.
> “If line employees are required to work on quality improvement activities, their productivity will suffer.” Discuss.
> Is the goal of Six Sigma quality realistic for services such as Blockbuster Video Stores or Redbox DVD Kiosks?
> Bragg’s Bakery is building a new automated bakery in downtown Sandusky. Here are the activities that need to be completed to get the new bakery built and the equipment installed. a. Draw the project diagram. b. What is the normal proj
> Do you see any relationship between ISO standards mentioned in this chapter and the competitive strategy concepts mentioned earlier in the text?
> Is certification under the ISO standards in this chapter necessary for competing in the modern market? What should companies consider when deciding whether or not to become certified?
> The typical computerized word processing package is loaded with poka-yokes. List three. Are there any others you wish the packages had?
> Business writer Tom Peters has suggested that in making process changes, we should “Try it, test it, and get on with it.” How does this square with the DMAIC/Continuous Improvement philosophy?
> “Before you build quality in, you must think it in.” How do the implications of this statement differ from those of Question 3?
> An assembly line is to operate eight hours per day with a desired output of 240 units per day. The following table contains information on this product’s task times and precedence relationships. a. Draw the precedence diagram. (Answer
> On March 31, 2016, Tesla Motors announced the release of its new Model 3 electric car. Over 276,000 people from around the world put down $1,000 reservations for the car within three days. First deliveries of the car are expected in late 2017. Th
> At the Children’s Hospital in Seattle there are, on average, 60 births per week. Mother and child stay, on average, two days before they leave the hospital. At the Swedish Hospital (also in Seattle), the average number of births per week is 210. Mothers
> Avis Company is a car rental company that is located three miles from the Los Angeles airport (LAX). Avis is dispatching a bus from its offices to the airport every 2 minutes. The average traveling time (round-trip) is 20 minutes. a. How many Avis buses
> Remember Mr. Rockness in Question 11? He now retrains college professors. It is a much more challenging task but still involves five steps. He has worked hard to balance the line; however, there is a lot of variability. Each stage in the process now hand
> I-mart is a discount optical shop that can fill most prescription orders in around 1 hour. The management is analyzing the processes at the store. There currently is one person assigned to each task. The optometrist assigned to task B takes an hour off f
> The following CPM network has estimates of the normal time in weeks listed for the activities: a. Identify the critical path. b. What is the length of time to complete the project? c. Which activities have slack, and how much? d. Here is a table of nor
> The National State Bank is trying to make sure it has enough tellers to handle the Friday afternoon rush of workers wanting to cash their paychecks. It is only concerned with the last hour of the day from 4:00 to 5:00 P.M. It takes 5 minutes per customer
> Wally’s Widget Warehouse takes orders from 7 A.M. to 7 P.M. The manager wants to analyze the process and has provided the following process flow diagram. There are three steps required to ship a customer order. The first step is to take
> The following represents a process used to assemble a chair with an upholstered seat. Stations A, B, and C make the seat; stations J, K, and L assemble the chair frame; station X is where the two subassemblies are brought together; and some final tasks a
> A processor makes two components, A and B, which are then packaged together as the final product (each product sold contains one A and one B). The processor can do only one component at a time: Either it can make As or it can make Bs. There is a setup
> In manufacturing layout design, the key concern is the resulting efficiency of the operation. In retail service operations, what is the primary concern or objective?
> A local market research firm has just won a contract for several thousand small projects involving data gathering and statistical analysis. In the past, the firm has assigned each project to a single member of its highly trained professional staff
> The bathtub theory of operations management is being promoted as the next breakthrough for global competitiveness. The factory is a bathtub with 50 gallons of capacity. The drain is the outlet to the market and can output three gallons per hour when wid
> Rockness Recycling refurbishes rundown business students. The process uses a moving belt, which carries each student through the five steps of the process in sequence. The five steps are as follows. One faculty member is assigned to each of these steps
> An enterprising student has set up an internship clearinghouse for business students. Each student who uses the service fills out a form and lists up to 10 companies that he or she would like to have contacted. The clearinghouse has a choice of two metho
> You are in a line at the bank drive-through and 10 cars are in front of you. You estimate that the clerk is taking about five minutes per car to serve. How long do you expect to wait in line?
> A process is part of an organization that takes _________________, turns them into _______________, and adds ___________________ while doing so.
> For the network shown: a. Determine the critical path and the early completion time in weeks for the project. b. For the data shown, reduce the project completion time by three weeks. Assume a linear cost per week shortened, and show, step by step, how
> In a flowchart, what is used to represent a storage activity in the process?
> A manufacturing company has a small production line dedicated to the production of a particular product. The line has four stations in serial. Inputs arrive at station 1 and the output from station 1 becomes the input to station 2. The output from sta
> A small barber shop has a single chair and an area for waiting, where only one person can be in the chair at a time, and no one leaves without getting their hair cut. So the system is roughly: Entrance → Wait → Haircut → Exit Assume customers arrive at t
> Why is it important to use expected value management (EVM) in the overall management of projects? Compare to the use of baseline and current schedules only.
> A quoting department for a custom publishing house can complete 4 quotes per day, and there are 20 quotes in various stages in the department. Applying Little’s law, the current lead time for a quote is how many days?
> Which work measurement technique is most appropriate for tasks that are infrequent or have a long cycle time?
> What are the four basic techniques for measuring work and setting time standards?
> A firm has redesigned its production process so that it now takes 10 hours for a unit to be made. Using the old process, it took 15 hours to make a unit. If the process makes one unit each hour, on average, and each unit is worth $1,500, what is the redu
> Compare McDonald's old and new processes for making hamburgers. How valid is McDonald's claim that the new process will produce fresher hamburgers for the customers? Comparing McDonald's new process to the processes used by Burger King and Wendy's, whic
> Describe cycle time as it relates to business processes. Why is it important to the management of business processes? How does it relate to concepts like productivity and capacity utilization?
> Define a process in general. Apply this definition in detail to a university, a grocery store, and a beer brewing company.
> The home office billing department of a chain department stores prepares monthly inventory reports for use by the stores’ purchasing agents. Given the following information, use the critical path method to determine: a. How long the t
> How does seasonal variability in demand affect the flow and waiting time through a process? How might a company respond to reduce the effect of this variability?
> What is the effect of waiting time on a manufacturing process? Why is it good to reduce waiting time? Can it be eliminated altogether?
> What are the three terms used to describe the parts of a service operation that have social significance?
> From your own experiences, compare the processes of your favorite bricks and mortar department store and a comparable online retailer. What advantages does each have over the other for the company? How about for you, the customer?
> Why are work measurement and time standards important for a firm? Are there any negatives to the implementation of these standards? Are there ways to achieve the same objectives without setting firm standards?
