Chapter 10 - Quality Management and Six-Sigma

Question 1

Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

Answer 1

Total Quality Management

Question 2

Center point of a set of numbers (average)

Answer 2

Mean

Question 3

A measure of how much individual observations deviate from the mean (spread). Often referred to a sigma.

Answer 3

Standard Deviation

Question 4

The maximum acceptable value for a characteristics.

Answer 4

Upper Specification Limit

Question 5

The minimum acceptable value for a characteristics

Answer 5

Lower Specification Limit

Question 6

Range of variation that is considered acceptable by the designer or customer.

Answer 6

Specification Limits

Question 7

Range of variation that a process is able to maintain with a high degree of certainty.

Answer 7

Process Control Limits

Question 8

Testing random sample of output from a process to determine whether the process is producing items within a preselected range.

Answer 8

Statistical Process Control (SPC)

Question 9

Characteristics that are measureable

Answer 9

Variables

Question 10

Quality characteristics that are classified as either conforming or not conforming to specifications.

Answer 10

Attributes

Question 11

What are the deming cycle?

Answer 11

Plan, Do, Check/Study, Act

Question 12

the inherent value of the product in the marketplace.

Answer 12

Design quality

Question 13

the degree to which the product or service design specifications are met.

Answer 13

Conformance quality

Question 14

making the person who does the work responsible for ensuring that specifications are met.

Answer 14

Quality at the source

Question 15

Costs of the inspection, testing, and other tasks to ensure that the product or process is acceptable

Answer 15

Appraisal

Question 16

Sum of all the costs to prevent defects

Answer 16

Prevention Costs

Question 17

Costs for defects incurred within the system: scrap, rework, repair.

Answer 17

Internal failure costs

Question 18

Costs for defects that pass through the system

Answer 18

External failure costs

Question 19

quality
management
principles: customer focus, leadership, process approach, involvement of people etc…

Answer 19

ISO 9000

Question 20

environment
management standards: Strategic approach –requirements of an environmental management system

Answer 20

ISO 14000

Question 21

What is the other names of 6 Sigma

Answer 21

Kaizen (Japanese), Zero-defects, Six Sigma

Question 22

A metric used to describe the variability of the process.

Answer 22

Defects per Million Opportunities (DPMO)

Question 23

What is the Six Sigma Methodology?

Answer 23

Define (S), Measure (M), Analyze (A), Improve (I), and Control (C) or DMAIC

Question 24

is a structured approach to identify, estimate, prioritize, and evaluate risk of possible failures at each stage in the process.

Answer 24

Failure mode and effect analysis (FMEA)

Question 25

a statistical methodology to determine cause-and-effect relationships between process variables and output.

Answer 25

Design of experiments (DOE)

Question 26

Variation that is caused by factors that can be identified and managed.

Answer 26

Assignable variation

Question 27

Variation that is
inherent in the process itself.

Answer 27

Common variation