Chap 9

Question 1

Quality

Answer 1

The ability of a good or service to consistently meet customer’s expectation

Question 2

Quality control

Answer 2

Originated with the industrial revolution. It involves monitoring, testing, and correcting quality pb after they occur.

Question 3

Quality Assurance

Answer 3

Providing assurance that product’s quality will be good by preventing defects before they occur.

Question 4

Continuous Improvement

Answer 4

Never ending improvement to key processes as part of Total Quality Managment

Question 5

7 Dimentions of quality for a good

Answer 5

Question 6

what are the 7 quality dimentions of a srevice

Answer 6

Question 7

3 determinants of quality

Answer 7

• Product design
• Process design
• Production

Question 8

4 Cost of quality

Answer 8

• Internal Failure
• External Failure
• Apraisal Cost
• Prevention Cost

Question 9

4 Quality Gurus

Answer 9

• Edward Deming
• Joseph Juran
• Armand Feignbaum
• Philip Crosby

Question 10

Edward Deming

Answer 10

14 Points

Statistical Process Control

Question 11

Joseph Juran

Answer 11

• Quality: Fitness as Use
• Trilogy: Quality planning, Quality control, Quality Imprvement
• Continuous Improvement
• Cost of quality

Question 12

Armand Feignbaum

Answer 12

quality as a total field and not just tools and techniques

• quality at the source (every employee is responsable for inspecting his or her own work)

Question 13

Philip Crosby

Answer 13

• Zero defect ( the philosophie that any level of deffect is too high)
• Quality is free

Question 14

ISO 9001

Answer 14

International standard for quality management system. It is essential for international businesses

Question 15

ISO in 5 Points

Answer 15

• Quality Managment System
• Managment Responsability
• Resource Managment
• Product realization
• Measurement, Analysis, Improvement

Question 16

what is the Hazard Analysis Critical Control Point (HACCP)

Answer 16

A quality Management system similar to ISO 9001 designd for food processors

Question 17

3 Steps in HACCP

Answer 17

• Performance Hazard Analysis
• Determine the Critical Control Point

Establish the HACCP plan

Question 18

Canada award for excellence

( 6 main criteria)

Answer 18

• leadership and governance
• Planning and environmental sustainability
• customer/ Citizen/ Client Focus
• Peaple focus and healthy workplace
• Process Managment
• Supplier / Partner Focus

Question 19

Canada Award For Excellance

( 4 Levels of quality Managment )

Answer 19

• Fondation
• Transformation
• Role Model
• World class

Question 20

Quality Managment

Answer 20

Involving everyone in a continual effort to improve quality and satisfy the customer

Question 21

5 Steps of TQM

Answer 21

• Find out what the customer wants
• Design a product that meets or exceds customers wants
• Design Process that facilitate quality at the source
• Keep track of results ( TQM is data driven)
• extend these concepts to suppliers and partners

Question 22

Plan Do Study Act cycle

Answer 22

The problem solving and quality improvemnt methodology used in the continuous improvement

Question 23

6 Sigma

Answer 23

A sofisticated statistical approch to pb solving that allow a maximum of 3.4 deffect per million

Question 24

5 Steps of 6 sigma

Answer 24

Question 25

7 Basic Quality tools

Answer 25

• Process flow diagram
• Check Sheet
• Histogram
• Pareto Chart
• Scatter Diagram
• Control Chart
• Cause effect Diagram

Question 26

Process Flow Diagram

Answer 26

Question 27

Check Sheet

Answer 27

Question 28

Histogram

Answer 28

Question 29

Pareto Chart

Answer 29

Question 30

Scatter Diagram

Answer 30

Question 31

Control Chart

Answer 31

Question 32

Cause & Effect Diagram

Answer 32

Question 33

What are the 5 methodes for generating ideas

Answer 33