10 questions, 1 point each, 10 points total
Multiple-choice: Choose the one best answer.
1.
The RC and More Superstore decides to track customer complaints as part of an ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as shown below. In a Pareto chart, what is the percentage of complaints represented by the problem “Literature not included in the box”?
| Type of Problem |
Frequency (number of times) |
| Batteries not included |
6 |
| Items damaged when received |
21 |
| Literature not included in box |
9 |
| Parts missing |
13 |
| Unit not working |
1 |
| A. .09% |
| B. 9% |
| C. 18% |
| D. 36% |
| E. 86% |
2.
What term describes the 20 percent of the causes in the 80/20 rule?
| A. occasionals |
| B. essentials |
| C. administrivia |
| D. vital few |
| E. minutia |
3.
What process involves the following steps?
| Gathering categorical data relating to quality problems |
| Drawing a histogram of the data |
| Focusing on the tallest bars in the histogram first when solving the problem |
| A. cause-and-effect diagrams |
| B. control charts |
| C. active network diagrams |
| D. scatter diagrams |
| E. Pareto charts |
4.
Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has weighted them as shown in the table below. What must the weight for the Nutrition criterion be?
| Price |
0.30 |
| Taste |
0.40 |
| Texture |
0.20 |
| Nutrition |
X |
| A. .10 |
| B. .30 |
| C. .50 |
| D. .70 |
| E. .90 |
5.
What tool helps a group converge on a set number of themes or ideas that can be addressed later?
| A. process decision program chart |
| B. cause-and-effect diagram |
| C. prioritization grid |
| D. check sheet |
| E. affinity diagram |
6.
What tool usually involves spreadsheets that are communicated to management on a regular basis (weekly, monthly, quarterly, and annually)?
| A. matrix diagrams |
| B. tree diagrams |
| C. prioritization matrices |
| D. balanced scorecards |
| E. PERT diagrams |
7.
How many bars should a histogram have if there are 130 observations in a data set?
8.
What term describes a representation of data in a bar chart format?
| A. cause-and-effect diagram |
| B. check sheet |
| C. histogram |
| D. affinity diagram |
| E. Pareto chart |
9.
Check sheets are data-gathering tools that can be used in forming what tool?
| A. Pareto charts |
| B. scatter diagrams |
| C. flowcharts |
| D. histograms |
| E. control charts |
10.
In flowcharts, what does a diamond shape represent?
| A. processing |
| B. flowline |
| C. start/stop |
| D. decision |
| E. input/output |
