Final Exam - Chapter 15

Question 1

Quality management

Answer 1

Quality management refers to systematic policies, methods, and
procedures used to ensure that goods and services are produced
with appropriate levels of quality to meet the needs of customers.
Organizations today integrate quality principles into their
management systems using tools such as TQM, Six Sigma, and
Lean Operating Systems.

Question 2

The Japanese integrated quality ideas and methods throughout their
organizations and developed a culture of _____ ______ .

Answer 2

continuous improvement

Question 3

Higher quality leads to ____ _, which leads to ____

Answer 3

Higher quality leads to higher productivity and lower costs, which leads to
improved market share and long-term competitive strength.

Question 4

❖ “14 Points” philosophy; and Deming Cycle for improvement—Plan, Do, Study Act.
one rule he told us to remember

Answer 4

Eliminate Numerical Quotas

Question 5

PDCA stands for

Answer 5

Plan–Do–Study–Act (PDSA

Question 6

PDCA

Answer 6

is an iterative four-step management method used in business for the
control and continuous improvement of processes and products. It is also
known as the Deming Cycle, Shewhart Cycle, or Plan–Do–Study–Act (PDSA

Question 7

Plan:

Answer 7

Plan: Design or revise business process components to improve
results

Question 8

Do:

Answer 8

Do: Implement the plan and measure its performance

Question 9

Check:

Answer 9

Check: Assess the measurements and report the results to decision
makers

Question 10

Act:

Answer 10

Act: Decide on changes needed to improve the process

Question 11

ISO 9000

Answer 11

ISO 9000 quality standards were created in 1987 and revised in
1994 and 2000 to improve product quality, improve the quality of
operation’s processes, and provide confidence to organizations and
customers that quality system requirements are fulfilled.

Question 12

ISO 9000 is ______ recognized

Answer 12

Internationally (and sometimes required to do business in certain countries).

Question 13

Why firms seek ISO 9000 certification?

Answer 13

• Some firms use ISO 9000 to improve its operations

Question 14

ISO 9000

Answer 14

◦external quantity

standard

Question 15

It does not mean their product meet the _____ [test]

Answer 15

standard

Question 16

ISO 9000 means

Answer 16

It simply means that you have a quality process (standard) or a
documentation that implies your product is a good level [test]

Question 17

ISO 9000 is warranty standard

What are you concerned for

Answer 17

You’re concerned about quality

Question 18

learn six sigma - slide 10,11, 12- math shit

Answer 18

-

Question 19

Total cost of quality (2)

Answer 19

1. Control cost

2. Failure costs

Question 20

Control cost (2)

Answer 20

1. Prevention Costs

2. Appraisal Costs

Question 21

Failure costs (2)

Answer 21

1. Internal Failure Costs

2. External Failure cost

Question 22

Prevention Costs

Answer 22

The cost of planning and executing a project so it is error-free or within an acceptable error range

Question 23

Appraisal Costs

Answer 23

The cost of evaluating processes and their outputs to ensure quality, including measurement and test equipment costs: capital cost of equipment

Question 24

Internal Failure Costs

Answer 24

The cost incurred to correct an identified defect before the customer receives the product
- employee injury

Question 25

External Failure cost

Answer 25

The cost that relates to all errors not detected and corrected before delivery to the customer

Question 26

The Seven QC Tools

Answer 26

1. Flowcharts
2. Run Charts and Control Charts
3. Checksheet
4. Histograms
5. Pareto Diagrams
6. Cause-and-Effect Diagrams.
7. Scatter Diagrams:

Question 27

Run Charts and Control Charts:

Answer 27

Run Charts and Control Charts: a run chart is a line graph with
data plotted over time; control charts include control limits.

Question 28

Checksheets:

Answer 28

Checksheets: simple tools for data collection, ensure

completeness.

Question 29

Histograms:

Answer 29

Histograms: graphically represent frequency of values within a specified group.

Question 30

Pareto Diagrams:

Answer 30

Pareto Diagrams: separate the vital few from the trivial many causes; provide direction for selecting projects for improvement.

Question 31

Cause-and-Effect Diagrams:

Answer 31

Cause-and-Effect Diagrams: represent chain of relationships;

often called a fishbone diagram.

Question 32

Scatter Diagrams:

Answer 32

Scatter Diagrams: graphical component of regression analysis.

Question 33

• Poka-yoke

Answer 33

• Poka-yoke (mistake-proofing) is a method for mistake-proofing
processes using automatic devices or methods to avoid simple
human error.

Question 34

Kaizen

Answer 34

Kaizen focuses on small, gradual, and frequent improvements over
the long term with minimum financial investment and with
participation by everyone in the organization.