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LOMA 335 I*STAR > chapter 10 > Flashcards

chapter 10 Flashcards

1
Q

What is the definition of quality based on Juran’s Quality handbook?

A

to be fit for purpose, every good or service must have the right features to statify customer needs and must be delivered with few failures.

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2
Q

Define effectiveness

A

in a quality management context, describes getting the right things done.

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3
Q

Define efficiency

A

in a quality management context, describes completing an activity without creating waste.

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4
Q

Define accuracy

A

in quality management context, describes freedom from error or defect.

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5
Q

What is the criteria that need to be reviewed by an insurance company in order to better improve quality?

A
  1. understanding customer needs.
  2. achieving freedom from defects.
  3. setting and exceeding standards.
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6
Q

What are some attributes of service quality?

A
  1. short wait times
  2. first contact resolution
  3. consistency of service levels
  4. courtesy
  5. accuracy
  6. flexibility in hanlding unexpected, off-script customer needs
  7. knowledge service workers
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7
Q

What is quality assurance?

A

refers to the activities a company undertakes to make certain the company delivers satisfactory performance to customers.

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8
Q

The money a company spends on quality assurance often has 2 purposes. What are they?

A
  1. defect prevention

2. defect correction

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9
Q

What are prevention costs?

A

the expenses for limiting operation defrects.
- ie: cost of maintaining quality controls, training employees, and collecting information.
-

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10
Q

What is rework cost?

A

the cost within operations for compensation to workers who must redo work already done.

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11
Q

What are some management approaches that trace their roots to quality management?

A
  1. quality improvement
  2. continuous quality improvement
  3. total quality management
  4. business process management
  5. kaizen.
  6. business process improvement.
  7. business process reengineering,
  8. six sigma
  9. lean manufacturing.
  10. lean six sigma
  11. Agile managment
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12
Q

What are the 6 important guiding principles of quality management?

A
  1. focus on delivering quality to customers
  2. avoid defects, errors and waste
  3. emphasize teamwork
  4. base decisions on facts
  5. manage activities and resources as an integrated process rather than as a collection of function.
  6. operate an integrated management and control system devoted to setting quality standards, measuring quality results and improving quality.
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13
Q

What is quality planning?

A

refers to establishing the concepts of activities, and tools that employees can use to keep the company operating on a stable basis and meeting customer needs.

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14
Q

What is quality control?

A

generally refers to a broad array of techniques for maintaining overall quality in a company’s work efforts.

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15
Q

What are the steps/activities in quality control?

A
  1. determine measurement for tracking progress
  2. measuing performance
  3. comparing actual performance measures to performance standards.
  4. taking corrective active when needed
    .
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16
Q

Two popular constructs for a quality control process are PDCA cycle and DMAIC. Define these

A
  1. PDCA: 4 step control cycle technique based on statistics. Plan-Do-Check-Act.
  2. DMAIC: 5 steps: define, measure, analyze, improve, control.
17
Q

define quality improvement within a control process

A

refers to the final step and feedback loop of a control process.
- incorporates lessons learn from correcting defects and prevention.

18
Q

a quality management system requires delegation of authority and accountability through the tiers of a large organization. What are the 3 layers?

A
  1. executive level of management
  2. functional level of management
  3. operational level of management.
  4. non-managerial level of employers and level of automation.
19
Q

what is a preformance dashboard?

A

a technology- driver graphical display of the current status of a company;s most important performance measures presented in a readily understood format.
- designed to connect operational-level goals to strategic goals and support decisions on all levels.

20
Q

Define cascading reports

A

electronically linked reports bringing together related data sets and, all within one electronic report, offering distinctive data views suitable for various user needs.

21
Q

What is “drill-thorugh option” in terms of viewing data in a cascading report?

A

is a link that the user of a summary report can click to see a different level of detail of the information.
- links a user to reports known as parent and child report.

22
Q

what is a parent and child report in a drill through option?

A

parent: master or sumary report
child: details report.

23
Q

A drill-trough option in a cascading report may be either a drill-down or drill-up options

A

Drill-down: enables linking from a parent reprot down to a child report
drill-up option: enables linking from a child report up to a parent report.

24
Q

what is a quality circle

A

a small team of employees and supervisors from on opterational area who meet voluntarily on a regular basis to discuss quality issues and potential solutions and improvements related to their work
- decision by consensus

25
Q

In the context of quality management what are the basic quality tools?

A

they are simple tools for analyzing quality by using numerical and qualitative measures.

26
Q

Name the 7 charts what represent the quality toolds

A
  1. scatter diagram: used to indicate presence or absence of correlation
  2. control chart: indicates whether the process is in control or out
  3. check sheet: used for keeping a running tally
  4. histogram: graphs used to show frequency distributions and recurrence
  5. flow chart: depiction of process
  6. pareto chart: frequency of distribution associated with population or sample defects
  7. fishbone diagram: sorting qualitative and quantitative reasons or cause of a problem.
27
Q

What is NIGO and NIGO rates?

A

NIGO= documentation is Not In Good Order

NIGO Rates: measure the percentage share of all incoming paperwork that is received with incomplete documentation.

28
Q

What is root cause analysis?

A

a set of structured analysis methods typically applied to determine the causal factors that led to an unintended or undesired outcome so those factors can be corrected or eliminated
- used to identify causes of problems related to quality control, processes and systems.

29
Q

What are root causes

A

the heart of the root cause analysis is the effort to identify specific and identifiable events that result in an unforeseen or undesired consequence.

30
Q

what are some typical methods used in connection with root cause analysis?

A
  1. 5 whys technique,
  2. DMAIC,
  3. PAreto analysis
  4. Fishbone diagram
  5. fault tree analysis.
31
Q

What is the 5-whys technique

A

consist of applying a series of why questions to identify the root cause of a problem.

  • starts simple, then questions get specific
  • not always 5 questions.
32
Q

What is the pareto principal?

A

a guideline which states that a small percentage- say 20%- of causes contributes to a large percentage - say 80% of the results.
similar to 80-20 principal. `

33
Q

what do you call the graphical construct for applying pareto analysis?

A

using a pareto chart.
its a bar chart showing the frequency distribution of the sources of defects in a given domain- each source denominated in its percentage shares of the total defects and the sources are arranged in descending form.

34
Q

What is a fishbone diagram?

A

a graphical tool used for organizing potential caues for a problem and sorting the causes into defined categories.
- visual way to present a probelm and potential root causes.
- the head of the diagram represents potential caues of the problem.
- chronically arranged diagram
- cause and effect diagram
with fish hones on one side and contributing factors outlined on the other side of the bone.

35
Q

What is fault tree analysis?

A

a decision analysis tool used for examining a desgin for potential failures or defects and then identifying possible causes of the failures or defects.
- used to trouble shoot potential future flaws in a design that has not yet been implemented.

36
Q

Fault tree analysis makes reference to a fault tree diagram. what is this?

A

depicts potential failure events, with all potential failure events arranged ina vertical hierarchy.

  • main root cause is labled priority.
  • constructed with flow cahrt symbols or hiearchy charts.

LOMA 335 I*STAR (14 decks)

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