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Quality and Operation Management > Exam One > Flashcards

Exam One Flashcards

1
Q

meeting and exceeding customer needs and expectations and continuing to improve

A

Deming definition of quality

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2
Q

a high level of value or excellence

A

Webster definition of quality

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3
Q

the degree to which a set of inherent characteristics fulfill requirements

A

Project Management Book of Knowledge definition of quality

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4
Q

how to measure quality

A

accuracy, completeness, consistency, timeliness, uniqueness, validity

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5
Q

aspect of quality typically seeking to maximize effectiveness and efficiency

A

quality of process

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6
Q

aspect of quality typically seeking to define and fulfill results

A

quality of output

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7
Q

type of improvement that has surprises, putting out fires, correcting problems as they arise

A

traditional improvement

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8
Q

type of improvement that has forward thinking, being consistent, preventing problems from happening

A

continuous improvement

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9
Q

methodologies that are periodic, top-down, short-term, limited

A

old methodologies

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10
Q

methodologies that are ongoing, collaborative, flexible, adaptable, long-term

A

new methodologies

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11
Q

main takeaway from taxi video

A

turn moments of misery into moments of magic by putting in the effort

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12
Q

ISO quality management principles

A

customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making, relationship management

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13
Q

ISO quality management principle, meet customer requirements and strive to exceed expectations

A

customer focus

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14
Q

ISO quality management principle, establish unity of purpose and direction; achieve objectives

A

leadership

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15
Q

ISO quality management principle, keep everyone engaged and empowered to deliver value

A

engagement of people

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16
Q

ISO quality management principle, be consistent and coherent with activities

A

process approach

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17
Q

ISO quality management principle, focus on improvement, always

A

improvement

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18
Q

ISO quality management principle, analyze and evaluate data and information to produce desired results

A

evidence-based decision making

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19
Q

ISO quality management principle, sustain mutual interest with all parties: shareholders, suppliers, customers

A

relationship management

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20
Q

how many sustainable development goals are there in ISO?

A

17 sustainable development goals

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21
Q

what are the top three sustainable development goals for ISO?

A
  1. industry, innovation, and infrastructure
  2. good health and well-being
  3. responsible consumption and production
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22
Q

ISO member classification that influence ISO standards development and strategy

A

full member

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23
Q

ISO member classification that observe the development of ISO standards and strategy

A

correspondent member

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24
Q

ISO member classification that keep up to date on ISO’s work but can’t participate in it

A

subscriber member

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25
how many national standards bodies are in the ISO?
172 national standards bodies
26
set of techniques and tools for process improvement
six sigma
27
how many defects per million opportunities in six sigma?
no more than 3.4 defects per million opportunities
28
hierarchy of belt levels, introductory level/problem solving teams
white belt
29
hierarchy of belt levels, project team member/reviews process improvements
yellow belt
30
hierarchy of belt levels, leads projects/assists with data collection and analysis for black belt projects
green belt
31
hierarchy of belt levels, leads problem solving projects/trains and coaches project teams
black belt
32
hierarchy of belt levels, trains and coaches green and black belts/functions at Six Sigma level
master black belt
33
when was six sigma first introduced in the workplace? by who? what company?
first introduced in 1986 by Bill Smith at Motorola
34
who utilized six sigma later to help save their company millions of dollars?
Jack Welch made it central to his strategy at General Electric in 1995
35
what is DMAIC used for?
improving existing processes
36
what does DMAIC stand for?
define, measure, analyze, improve, control
37
what is DMADV used for?
creating a new product or service
38
what does DMADV stand for?
define, measure, analyze, design, verify
39
skill development/career growth, increased job satisfaction, higher earning potential, leadership opportunities, improved efficiency/productivity, collaboration/teamwork, recognition/personal development
benefits of being six sigma/lean six sigma certified
40
level 5 leadership and first who, then what
disciplined people
41
confront brutal facts, hedgehog concept
disciplined thought
42
buildup and breakthrough, disciplined people then disciplined thought
flywheel
43
level 5 leadership
individual who blends extreme personal humility with intense professional will
44
first who, then what
get the right people on the bus, the wrong people off, put people in the right seats, and then figure out where to drive the bus
45
confront the brutal facts
must confront the brutal facts in order to learn and grow, facts are better than dreams
46
level 5 hierarchy levels
highly capable individual, contributing team member, competent manager, effective leader, level 5 executive
47
two parts of level 5 leadership
professional will, personal humility
48
began career in manufacturing in 1947, rose to presidency in 1960, turned around a financially troubled brass mill into a diversified manufacturer of consumer, housing, and industrial goods, served in WWII, Secretary of Commerce under Reagan
Malcolm Baldrige Jr
48
stockdale paradox
retain faith that you will prevail, regardless of the difficulties
49
born 1900, had PhD from Yale, specialized in mathematical physics and statistical process control methods, developed sampling techniques used in 1940 census, worked with Ford on their management techniques
Deming
50
first given in 1988 to Motorola, award not given for specific products or services
Baldrige excellence program
51
manufacturing, service, small business, healthcare, education, nonprofit
six eligibility categories for Baldrige excellence program
52
managing for innovation, entrepreneurship, customer-driven excellence, integrity, visionary leadership, creating value, agility, societal responsibility, focus on the future- all point to quality
Baldrige principles
53
what are the first three of Deming's 14 points?
create constancy of purpose adopt new philosophy stop depending on inspections
54
Deming point, what motivates/drives you, improve product/service, stay competitive
create constancy of purpose
55
Deming point, Western management must awaken to challenge, learn to adapt
adopt new philosophy
56
Deming point, avoid inspections by building quality into the product in the first place
stop depending on inspections
57
left side of integrated framework
leadership, strategy, customers
58
right side of integrated framework
results, workforce, operations
59
what are the four parts of creating a climate where truth is heard?
lead with questions, not answers engage in dialogue and debate, not coercion conduct autopsies, without blame build red flag mechanisms
60
what are the companies associated with creating a climate where truth is heard?
Circuit City- lead with questions, not answers Nucor- engage in dialogue and debate, not coercion 7UP- conduct autopsies, without blame Graniterock- build red flag mechanisms
61
that's what makes death so hard - unsatisfied curiousity
Beryl Markham
62
you can accomplish anything in life, provided that you do not mind who gets the credit
Harry S. Truman
63
there are going to be times when we can't wait for somebody. now, you're either on the bus or off the bus
Ken Kesey
64
there is no worse mistake in public leadership than to hold out false hopes soon to be swept away
Winston S. Churchill
65
good being the enemy of great is not just a business problem, its a...
human problem
66
back in the 70's and 80's, Bank of America had a "weak generals, strong lieutenants" model. what were senior managers described as from a retired BofA executive?
plastic people
67
perfection is not attainable. but if we chase perfection, we can catch experience
Vince Lombardi
68
other dogs can be in the kennel, as long as they remain the biggest one
biggest dog syndrome
69
quality of my life is the quality of my...
habitual emotions

Quality and Operation Management (4 decks)

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