Exam 1

Question 1

4 ways in which we compete

Answer 1

Cost, quality, delivery, customer service

Question 2

Modern view of quality

Answer 2

It is all about the customer. We’ll be in trouble when the seller starts to call the shots. The voice of the customer determines the CTQ’S

Question 3

Variable (Continuous). Measurable ex. Interval and ratio

Answer 3

Information and figures used to build control charts.it is information that is measurable. You can count the number of non-conforming variables and put them as good or bad or measure them in a control chart

Question 4

Attribute (Categorical) or discrete variables, nominal or ordinal

Answer 4

Go/no-go information.it is used to create control charts

Question 5

Quality characteristics

Answer 5

Structural, sensory, time-oriented, ethical

Question 6

4 quality costs

Answer 6

Preventative (good):preventative measures
Appraisal (good):audits, sampling
Internal failure (bad): catch problems internally
External failure (bad): transfer problems to the customer

Question 7

Taguchi’s loss function

Answer 7

If you’re off target, you’re paying a failure cost and you don’t know it

Question 8

What is Lean?

Answer 8

A waste reduction initiative that is visual

Question 9

What is six sigma?

Answer 9

It is a goal that is invisible. Management strategy to use statistical tools and project work to acheive breakthrough profitability and gains in quality. 3.4 defects per million opportunities.

Question 10

How do we improve a characteristic?

Answer 10

1. Shift the mean to the center

2. Reduce sigma or variability

Question 11

Categories of LSS

Answer 11

Metric- sigma is used to measure variability or standard deviation
Methodology- disciplined methodology that serves as a road map for process improvement. DMAIC
Philosophy-vision, focus, and direction for a company

Question 12

Why is 3s not good enough?

Answer 12

1. Compounding effect: compounding of serial processes
2. Shift and drift
3. Multiple suppliers

Question 13

Relationship of six sigma and Lean?

Answer 13

You need to focus on both. Good quality will improve speed. Speed does not mean good quality. They. have a positive relationship.

Question 14

Team stages

Answer 14

Forming: form team, expectation is unclear
Storming:conflict occurs, rolls form
Norming: team starts to gel, solving conflicts
Performing: results

Question 15

SWOT

Answer 15

Strengths, weakness, opportunities,threats

Question 16

SIPOC

Answer 16

Suppliers, inputs, process,outputs, customers. A visual tool for documenting a business process from beginning to end prior to implementation

Question 17

voc

Answer 17

Voice of the customer.

1. Identify Customers and determine what you need to know
2. Collect and analyze reactive system data then fill gaps with proactive approaches
3. Analyze data to generate a key list of customer needs in their language
4. Translate the customer language into CTQs
5. Set specifications for CTQS

Question 18

VOC outcomes

Answer 18

• List of customers and customer segments
• Identification of relevant reactive and proactive sources of data
• Verbal or numerical data that identify customer needs
• Defined CTQ requirements
• Specifications for each

Question 19

The Kano Model

Answer 19

A method for prioritizing features on a product roadmap based on the degree to which they satisfy the customer.

Must be characteristics are generally taken for granted
Customers generally discuss or bring up issues related to More is Better
Delighters are generally not mentioned, since customers are
dissatisfied with their absence

Question 20

CTQ tree

Answer 20

Translates broad customer requirements into specific CTQ requirements

• needs → drivers → CTQ
• Define what is discrete and what is continuous

Question 21

Process maps

Answer 21

Purpose: drill deeper into process and outline failure modes
Process inputs (X)
Process outputs (Y)
Product parameters (y): failure modes
Process parameters (x): failure causes

Question 22

2 types of variation

Answer 22

Common:noise, inherent,drift,natural - management responsibility
Special:assignable, shift - operator responsible

Question 23

Tools for qualitative data

Answer 23

• Check sheets, bar charts, pie charts, pareto charts

Question 24

Tools for quantitative data

Answer 24

• time plot, histogram, box plots,frequency plots, control charts

Question 25

Three types of limits

Answer 25

1. Specification: comes from the customer
2. Control: come from variation in the process. Come from process data
3. Natural: 3 standard deviations from the mean. Come from process data

Question 26

Short term vs. Long term data

Answer 26

Short-term: No special cause variability

Long-term: Special and common variability

Question 27

Time-oriented data

Answer 27

• Process conditions can change over time; data from one point in time is not always comparable to that from another point in time
• Bias can enter the data
• If you ignore time-related patterns, your conclusions
  may be false

Question 28

Cause and effect diagrams

Answer 28

Fishbone diagrams used to defect the possible causes for a specific effect

Question 29

Control charts (spc)

Answer 29

Detect special cause variability quickly

Question 30

Stratification

Answer 30

Sorting data by distinct groups

Question 31

Dissagregation

Answer 31

Data broken down into detailed sub-categories

Question 32

Four ways to assess data

Answer 32

1. Simple Yield and rolled throughput
2. Defect per unit and defect per million unit
3. Sigma level
4. Capability indices

Question 33

Stability vs. Capability

Answer 33

Stability: consistency of the process to stay within the control limits
Capability:ability of a process to meet customer specifications

Question 34

Normal distribution

Answer 34

The Normal Distribution: the most widely used distribution in the theory of statistical quality control is the normal distribution. It is a two-parameter distribution symmetric about the mean.

• Mean = mu
• Standard Deviation = Sigma