Chapter 12 Quality management

Question 1

managing the entire organization so it excels in all dimensions of products and services important to the customer

Answer 1

total quality management (TQM)

Question 2

an award established by the US department of commerce given annually to companies that excel in quality

Answer 2

Malcolm Baldrige National Quality Award

Question 3

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

Answer 3

conformance quality

Question 4

the philosophy of making workers personally responsible for the quality of their output. workers are expected to make the part correctly the first time and to stop the process immediately if there is a problem

Answer 4

quality at the source

Question 5

expenditures related to achieving product or service quality, such as the costs of prevention, appraisal, internal failure, and external failure

Answer 5

cost of quality (COQ)

Question 6

______ _______ of a product or service derive from decisions and actions made realtive to the quality of its design and teh quality of its conformance to that design

Answer 6

quality specifications

Question 7

the inherent value of the product in the marketplace

Answer 7

design quality

Question 8

a statistical term to describe the quality goal of no more than 3.4 defects out of every million units. also refers to a quality improvement philosophy and program

Answer 8

six sigma

Question 9

a metric used to describe the variability of a process

Answer 9

defects per million opportunities (DPMO)

Question 10

what does DMAIC stand for

Answer 10

D - define
M - measure
A - analyze
I - improve
C - control

Question 11

define, measure, analyze, improve, and control improvement methodology followed by companies engaging in six sigma programs

Answer 11

DMAIC

Question 12

combines the implementation and quality control tools of six sigma and the inventory management concept of lean manufacturing

Answer 12

lean six sigma

Question 13

whoc coach or actually lead a six sigma improvement team

Answer 13

black belts

Question 14

who receive in depth training on statistical tools and process improvement (perform many of the same functions as black belts but for a larger number of teams)

Answer 14

master black belts

Question 15

who are employees who have received enough six sigma training to participate in a team or, in some companies, to work individually on a small scale project directly related ot their own job

Answer 15

green belts

Question 16

• identify customers and their priorities
  Which step of DMAIC is this ?

Answer 16

define D

Question 17

• determine how to measure the proces and how it is performing
  Which step of DMAIC is this ?

Answer 17

measure M

Question 18

• determine the most likely causes of defects
  Which step of DMAIC is this ?

Answer 18

analyze A

Question 19

• identify means to remove the cuases of defects
  Which step of DMAIC is this ?

Answer 19

improve I

Question 20

• determine how to maintain the improvements
  Which step of DMAIC is this ?

Answer 20

control C

Question 21

• flowcharts
• run charts
• pareto charts
• checksheets
• cause and effect diagrams
• opportunity flow diagram
• process control charts
• failure mode and effect analysis

Answer 21

analytic tools for six sigma

Question 22

1. executive leaders, who are truly committed to six sigma and who promote it throughout the organization, and champions, who take ownership of the processes to be improved
2. corporatewide training in six sigma concepts and tools
3. setting of stretch objectives for improvement
4. continuous reinforcement and rewards

Answer 22

six sigma roles

Question 23

formal standard for quality certification developed by the international organization for standardization

Answer 23

ISO 9000

Question 24

set of environmental management stadards created by the internalion organization for standarization

Answer 24

ISO 14000

Question 25

looking outside the ocmpany to examine what excellent performaers inside and outside the companys industry are doing in the way of quality

Answer 25

external baenchmarking

Question 26

2 steps of benchmarking

Answer 26

1. identify processes needing improvement
2. analyze data