1. Describe the principle parts of a quality function deployment matrix.

2. How is each of the principle parts of a QFD created? What does each part hope to provide the users?

3. Why would a company choose to use a QFD?

4. When a metal is selected for a part that will undergo a metal forming process such as stamping, often the metal is tested to determine its bending failure point. An experiment being conducted at MAR Manufacturing is testing the bending failure of a particular metal. In this experiment, a sample of the metal is bent back and forth until the metal separates at the fold. Metal from two different suppliers is currently being studied. Plated metal from each supplier is being compared with nonplated metal. For each piece of metal from each supplier, the metal samples being tested are in two sizes, a 2-in. wide piece and a 3-in. wide piece. If all of the factors are to be tested at each of their levels, create a table showing the factors and their levels for the two sizes, two suppliers, and two surface finishes.

5. Describe the difference between the two types of errors that can occur with experiments.

6. 12A team is currently working to redesign a compress or assembly cell. The team has several design changes that they want to test using design of experiments. The ultimate objective of the experiment is to decrease the cell's assembly and packing throughout time. Currently, it takes 45 minutes to assemble and pack a compressor. The team is considering three changes: (1) reduce current 36-inch conveyor width to either 18 inches or 24 inches; (2) install new parts presentation shelving, either flat surfaced or angled; (3) line form: either straight or curved.

a. Create a table showing all the factors and their levels that will need to be tested. What is the response variable being investigated?

7. Describe the steps involved in creating an FMEA.

8. Describe the steps involved in benchmarking.

9. Why would a company be interested in benchmarking? What would they hope to gain by benchmarking?

10. A local bank considers itself a full-service bank. They offer a number of products and services to individual customers, businesses, trusts, and credit card users. Recently, the bank completed an internal quality improvement process that include determining a mission statement and resolving issues that prevented employees from performing to the best of their ability. At this time they are evaluating external customer service. Competition in the banking industry is fierce, and it is critical that the bank discover and develop policies, procedures, and practices that will lead to customer delight. The bank's mission statement is simple: "All customers, regardless of the size of their accounts or the number of their transactions, are important!" What steps should the bank managers take to benchmark? What should they benchmark?

11. Describe the steps involved in auditing.

12. Why would a company be interested in auditing? What benefits would they hope to gain by auditing?

13. You have been asked to serve as a "secret shopper" to audit a grocery store. What are five questions that you would ask? Why do you consider these good questions? What do you hope to learn from asking these questions?

14. Why is it so important to plan an audit carefully? What needs to be defined during the Plan phase of an audit? What activities should take place? Why is all this preparation needed?

15. What should an auditor's report contain following an audit? What type of information should be presented? Should there be conclusions? Recommendations? Action plans?