Chapter 4, 17 and 6

Question 1

Quality planning

Answer 1

a systematic process for developing new products (goods and services) and processes that ensure customer needs are met

Question 2

Design for quality and innovation is required to…

Answer 2

Required to achieve breakthrough

Question 3

Effective design process requires

Answer 3

robust method and structure to create new products and ensure that these together with key operational processes (process controls) are developed prior to introduction of product into the marketplace

Question 4

Juran’s universal quality by design model: advantage

Answer 4

useful for designing products and redesigning processes simply and economically

Question 5

Design for six sigma (DFSS) model: advantages

Answer 5

classic model enhanced by addition of computers and statistical software packages
permit utilisation of numerous design tools

Question 6

Advantage of DFSS model

Answer 6

healthy ROI produced (long-term)

Question 7

Disadvantages of DFSS model

Answer 7

Time-consuming
Expensive
(short term)

Question 8

Large quality gaps are the sum of four smaller gaps

Answer 8

Understanding gap
Design gap
Process gap
Operations gap
Perception gap

Question 9

Understanding gap

Answer 9

Lack of understanding of what customer needs are
Gap is typically there because organisation issues that they know exactly what the customer needs

Question 10

Perception gap

Answer 10

raises from failure to understand customer needs
Customers react to how they perceive a good/service benefits them

Question 11

Design gap

Answer 11

failure to design good/services that are consistent with the understanding of customer needs and perceptions
designers lack simple tools that would enable them to combine technical expertise with an understanding of customer needs to create truly superior products

Question 12

Process gap

Answer 12

process by which product is created/service is delivered is not capable of conforming to the design

Question 13

Operations gap

Answer 13

means by which process is operated/controlled may create additional failures in delivery of final good/service

Question 14

Juran Quality by Design Model: steps

Answer 14

1) Establish the project and design goals
2) Identify the customers
3) Discover customer’s needs
4) Develop product/service features
5) Develop process features
6) Develop process controls and transfer to operations

Question 15

Quality planning - continuous innovation

Answer 15

1) Define the goals and objectives for the new good, service, or process
2) Measure and discover hidden customer needs
3) Analyse the customer needs and determine the innovative features that will meet those needs
4) Design by combining the features, thereby creating new products, services, or processes that incorporate the features
5) Verify that the new innovation meets the customer’s and organisation’s needs

Question 16

Continuous innovation

Answer 16

Must happen in all areas of an organisation from creating products, services or processes used to meet internal and external needs to designing new facilities or office environments

Question 17

Design for Six Sigma

Answer 17

A systematic methodology to provide the means to attain new services and innovative designs

1) Discover the customers and their needs
2) Gather and research information, and observe the behaviour of these customers
3) Generate and design solutions to meet their needs
4) Design the solution and validate that the needs are met
5) Transfer the design to operations

Question 18

Two types of innovation

Answer 18

Type 1
- something completely new

Type 2
- making something that already exists larger/better/faster
- making something that already exists smaller/better
- combining one thing that exists with something else that exists

Question 19

Quality control process

Answer 19

Choose control subjects
Establish measurements of control subjects
Establish standards of performance
Interpret actual vs. standard
Take action on the difference

Question 20

Self-control

Answer 20

People must be provided with
1) Knowledge of what they are supposed to do
2) knowledge of their performance
3) means of regulating their performance if they fail to meet the goals

Question 21

Quality control subjects should be

Answer 21

aligned and linked with the customer parameters (internal and external customers)

Question 22

Sensor

Answer 22

method of instrument that can carry out the evaluation and state the findings in terms of the unit of measure

Question 23

Measurement in terms of quality control

Answer 23

measurement provides feedback and early warnings of problems

Question 24

Measurement in terms of quality planning

Answer 24

measurement quantifies customer needs and product and process capabilities

Question 25

Measurement in terms of quality improvement

Answer 25

measurement can motivate people, prioritise improvement opportunities, and help in diagnosing causes

Question 26

Measurement in terms of strategic quality management

Answer 26

measurement provides input for setting goals and later supplies the data for performance review