Basic Tools_Ch 18

Question 1

Pareto Charts are presented as _______ charts with the highest levels of incidence to the ______.

Answer 1

bar / left

Question 2

Pareto Charts, used to prioritize problems and check performance of results, can help mgmt focus on problems and solutions with the _______ _______.

Answer 2

greatest payback

Question 3

T or F

Quality tools and techniques are used to:

• Define Processes
• Identify & Characterize Problems
• Report Results

Answer 3

T

Question 4

What are the three names commonly used for the diagram that visually shows causal factors of a given effect?

Answer 4

• Ishikawa Diagram
• Fishbone “
• Cause and Effect (C-E) “

Question 5

T or F

The three common characteristics of C-E diagrams are:

1. Represents contributing factors
2. Shows causal factor relationships
3. Causal factors usually based on known data

Answer 5

T

Question 6

C-E diagrams are an effective way of _______ and _______ the causes of observed events because of their _______ characteristic.

Answer 6

generating / organizing / structured

Question 7

______ ______ and ______ _______ are used to depict steps or activities in a process or system that produces some output.

Answer 7

Flow Charts / Process Mapping

Question 8

T or F

Flow Charts are generally not that effective for analyzing and understanding complicated or disorganized processes.

Answer 8

F - actually effective

Question 9

Auditors use flow charts to understand _______ and _______ processes during audit _______.

Answer 9

production / service / preparation

Question 10

As a variation on Flow Charts, ______ ______ are good at showing inputs, outputs, and areas of departmental responsibility along a _______.

Answer 10

Process Maps / timeline

Question 11

T or F

Auditors need to be able to produce Statistical Process Charts (SPC) because they are integral to the continuous improvement processes of an Auditee.

Answer 11

F - While integral to the CI Process, Auditors need only interpret SPC Charts, not make them.

Question 12

Statistical Process Control (SPC) recognizes random _______ always exists, so the goal is to control _______, not individual _______.

Answer 12

variation / distribution / dimension

Question 13

T or F

Because it is advantageous for a business to operate within tight tolerances with limited defects, QC Technicians use SPC Charts to ensure processes are “good enough”, to minimize the wasting of resources.

Answer 13

T

Question 14

Variations, identified in SPC Charts, stem from either _______ or _______ causes

Answer 14

common / special

Question 15

_______ _______ variations repeat randomly, within predictable limits, and can result from chance, random, system, or inherent causes.

Answer 15

Common Cause

Question 16

_______ _______ variations indicate that some factors affecting a process need to be identified, investigated, and brought under control.

Answer 16

Special Cause

Causes are likely assignable, local, and specific.

Question 17

SPC Charts used to measure variables such as continuous or measurement data are most commonly looking at _______ and _______.

Answer 17

average / range

Examples of data being measured are time, weight, pressure, etc. that are often expressed in decimals or fractions.

Question 18

Attribute data is also known as ______ or ______ data

Answer 18

discrete / counted

Question 19

The ________ ________ states that most effects come from relatively few causes.

Answer 19

Pareto Principle

Question 19

SPC (Control) Charts are commonly used to:

1.
2.
3.

Answer 19

1. Attain statistical control
2. Monitor a process
3. Determine process capability

Question 21

T or F

Attribute data counts and plots frequency of failures in areas such as number of defects or percentage of failures and presents as integers (1,2,3).

Answer 21

T

Question 22

Auditors can relate attribute data integers to ______ ______ criteria and rate a product or system as pass/fail, go/no-go, yes/no, etc.

Answer 22

previously defined

Question 23

Four basic tools of an Auditor that promote audit consistency and effectiveness are:

1. 2.
   3.
   4.

Answer 23

1. Checklist
2. Check-sheets
3. Guidelines
4. Log-sheets

Question 24

Attribute data is presented on various chart types based on measurement type. There are ____ charts, which are the easiest to interpret and used to show the number of non-conformances in a constant sample, whereas ____ charts look at variable samples. A ____ chart plots the number of defects within a measurement, and a ____ chart looks at the average non-conformities per some unit of measure.

Answer 24

np / p / c / u

Question 25

T or F

Scatter Diagrams plot the relationship between multiple variables on an x and y axis that can come from results of auditor observations.

Answer 25

F - only two variables

Note: can also be used to plot the relationship between a variable and root cause.

Question 26

_______ provide a graphic summary of variation in a set of data known as ________.

Answer 26

Histograms / distributions

Question 27

The normal histogram distribution pattern is a ______ shaped peak. Deviations may indicate _______, so should be investigated.

Answer 27

bell / complications

Question 28

T or F

The seven step problem solving process associated with root cause analysis is really only an expanded version of the general process improvement model of ______ ______ ______ ______ and captures the core philosophy of continual improvement.

Answer 28

T

Plan - Do - Check - Act (PDCA)

Question 29

For process improvement where there is not a problem per se, an effective analysis is done using SIPOC, which stands for what?

Answer 29

Suppliers  (part supplier, manuf.)
Inputs
Process  (auto repair)
Outputs
Customers  (car owner)