Chapter 2 - Managing Quality

Question 1

Quality

Answer 1

Characteristics of a product or service that bears on its ability to satisfy stated or implied needs and a product or service that is free of defects.

Question 2

Quality Assurance

Answer 2

Procedure that defines and ensures maintenance of standards within prescribed tolerances.
Involves, setting standards, continuously monitoring and evaluating to determine if standards are being met.

Question 3

Total Quality Management

Answer 3

Management philosophy in which processes are refined with goal of improving performance in response to customer needs and expectations.

Question 4

Continuous Quality Improvement

Answer 4

A focused management philosophy for providing leadership, structure, training, and an environment in which to improve continuous improvement of all organizational aspects.

Question 5

Lean

Answer 5

Using less human effort, less space, less capacity, and less time to make products exactly as the customer wants with fewer defects than occur in mass production.

Question 6

Empowerment

Answer 6

Level or degree to which managers allow employees to act independently within their job descriptions.

Question 7

Constraint

Answer 7

Something that limits an organization from reaching it’s goals.

Question 8

Benchmarking

Answer 8

Comparison against best performance in the field.

Question 9

Theory of Constraints

Answer 9

1. Identify the constraints.
2. Exploit and elevate the constraint.
   (break the constraint, taking whatever action is necessary to eliminate it).

Question 10

Tools used in process improvement

Answer 10

• Benchmarking
• Cause and effect diagram
• Root cause analysis
• Flowchart