O.M. Ch. 15

Question 1

Quality Management

Answer 1

refers to systematic policies, methods, & procedures used to ensure that goods & services are produced with appropriate levels of quality to meet the needs of customers.

Question 2

Fitness for use

Answer 2

is the ability of a good or service to meet customer needs

Question 3

Quality of conformance

Answer 3

is the extent to which a process is able to deliver output that conforms to the design specification

Question 4

Specifications

Answer 4

are targets & tolerance determined by designers of goods & services

Question 5

Service Quality

Answer 5

is consistently meeting or exceeding customer expectations (external focus) and service delivery system performance criteria (internal focus) during all service encounters.

Question 6

Principles of total quality :

Answer 6

1. a focus on customers & stockholders
2. a process focus supported by continuous improvement and learning
3. participation and teamwork by everyone in the organization

Question 7

Quality trilogy (Juran)

Answer 7

quality planning

quality control

quality improvement

Question 8

Six Sigma

Answer 8

is a business improvement approach that seeks to find and eliminate causes of defects and errors in manufacturing and service processes by focusing on outputs that are critical to customers and results in a clear financial return for the organization.

Question 9

defect

Answer 9

is any mistake or error that is passed on to the customer

Question 10

unit of work

Answer 10

is the output of a process or an individual process step

Question 11

DMAIC

Answer 11

Define
Measure
Analyze
Improve
Control

Question 12

Cost of quality

Answer 12

refers specifically to the cost associated with avoiding poor quality or those incurred as a result of poor quality

Question 13

Prevention costs

Answer 13

are those expended to keep nonconforming goods and services from being made and reaching the customer

Question 14

Appraisal costs

Answer 14

are those expended on ascertaining quality levels through measurement and analysis of data to detect and correct problems

Question 15

Internal failure costs

Answer 15

are costs incurred as a result of unsatisfactory quality that is found before the delivery of a good or service to the customer

Question 16

External failure costs

Answer 16

are incurred after poor quality goods or services reach the customer

Question 17

“The seven QC tools”

Answer 17

Flowcharts
Run & control charts
Checksheets
Histograms
Pareto Diagrams
Cause & Effect Diagrams
Scatter Diagrams

Question 18

Kaizen

Answer 18

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

Question 19

Kaizrn blitz

Answer 19

is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short period of time, as opposed to traditional kaizen applications, which are performed on a part time bases

Question 20

Poka yoke

Answer 20

is an approach for mistake -proofing processes using automatic devices or methods to avoid simple human error.