Exam1 Flashcards
Why are companies intensely involved with quality?
Because quality means customer satisfaction. It is a competitive tool
List examples of two quality systems.
- ISO 900
2. Military standards
T/F Defining quality can be difficult.
TRUE
Quality doesn’t work in bits and pieces, it needs a single defined effort called:
Total quality control (preservence)
T/F Quality exists in the eyes and hearts of the customer.
TRUE
Quality lets you improve the system to:
Prevent problems
One good definition of quality is:
Meeting the customer’s requirements
Which person caused Japan’s economic recovery?
General Douglas McArthur
List the three things needed to mass produce anything:
- The parts
- A way to assemble them
- Efficient way to organize the assembly work.
Name the individual who wrote the book The Principles of Scientific Management.
Fredrick Winslow Taylor
Person responsible for economic turn around in Japan
General Douglas McArthur
Father of the assembly line
Henry Ford
The principle of Scientific Method
Fredrick Winslow Taylor
The reason the US was forced to require SQC in contracts with Companies that built ships during the WW II was:
Due to poor welds that caused some liberty ships in North Atlantic to break apart and sink.
An avid crusader for worker participation in decision making was:
Deming
The individual referred to in Q1 (DEMING) advocated the use of ____ to measure performance.
Statistics
One of the beliefs held by the man in Q1 (DEMING) was that inspection guaranteed quality:
FALSE
Juran believed there were two kinds of quality:
- Fitness for use
2. Conformane to Specifications
Crosby defined quality as:
Conformance to requirements only be measured by the cost of nonconformance.
The Crosby single word for quality was:
Prevention
Today ____ is the holy grail that companies try to achieve.
Zero Defect
An innovation developed by Ishikawa where management listened to workers was:
Quality Control Circle.
What does the acronym ISO stand for?
The International Standards Organization
ISO was a tool that European countries used for what major purpose?
Economic Power House
T/F ISO had legal authority to enforce its implementation.
FALSE
ISO standards focus on one primary objective which is:
Meeting customer expectations and requirements.
Companies that have achieved ISO certification have achieved six benefits. Name two:
- A more efficient and effective operation
2. Increase customer satisfaction and retention
What is a facilities top level document of documenting their quality plan?
Quality Manual
Individuals familiar with ISO standards that are capable of conducting audits are called:
Registrars
ISO 14000 is focused on:
Environmental Change
What is the most critical role in TQM?
Teamwork
Name two barriers to TQM:
- Lack of commitment by top management
2. Inadequate training
Define internal customer according to Ishikawa:
All company should view anyone that received a service or product they produce, as customers.
What are three reason internal customers may be treated poorly:
- Internal Competition
- Short-term thinking
- Lack of knowledge of internal customer requirements
What is the main focus of the Deming Prize?
Efficient statistical use of data
