Quality Management

Question 1

Assurance

Answer 1

knowledge and courtesy of employees, convey trust confidence

Question 2

Tangibles

Answer 2

appearance of stuff, incl. web pages

Question 3

responsiveness

Answer 3

prompt

Question 4

quality of goods characteristics

Answer 4

performance
features
reliability
conformance
durability
serviceability
aesthetics
perceived quality

Question 5

common to service and product quality

Answer 5

reliability

Question 6

costs of quality

Answer 6

failure - doesn’t meet req.
appraisal - cost to measure quality
prevention - costs to prevent defects

Question 7

Deming

Answer 7

system, not employees, causes defects

Question 8

Juran

Answer 8

fitness for use, focus on customer

Question 9

Crosby

Answer 9

reducing failure saves money

Question 10

Taguchi

Answer 10

design quality into product, robust design

Question 11

ishikawa

Answer 11

fishbone diagram, cause effect characteristics

Question 12

QFD

Answer 12

Quality Function Deployment

transform customer needs into design characteristics

Question 13

TQM

Answer 13

total quality management

entire org is responsible for quality

Question 14

Plan Do Check Act

Answer 14

Deming Wheel/Shewhart cycle

Question 15

Continuous Improvement components

Answer 15

Identify areas for improvement
Methods analysis/problem solving tools
Document improved procedures

Question 16

building empowered workforce

Answer 16

supportive supervision
transparency through communication
move authority to lowest level possible

Question 17

benchmarking

Answer 17

compare performance to other companies

set standard based on company that is best in class

Question 18

SPC tools

Answer 18

Statistical Process Control

Cause and effect diagrams
check sheets
control charts
histograms
pareto charts
scatter diagrams
flow/run charts

Question 19

fishbone aka

Answer 19

cause and effect
ishikawa
show impact of inputs

Question 20

check sheet data feed into

Answer 20

histograms
scatter grams
pareto charts

Question 21

Pareto

Answer 21

descending order

Question 22

control chart

Answer 22

show process output on a chart

UCL and LCL (upper/lower control limits)

Question 23

run chart

Answer 23

control chart with common features/scale or central tendency

Question 24

six sigma error rate

Answer 24

3. 4/1M

99. 99966% error free

Question 25

3 sigma error rate

Answer 25

2. 6/1K

99. 74% error free

Question 26

5 steps of six sigma

Answer 26

Define - project charter, value stream mapping, SIPOC
Measure - process map at each step
Analyze - charts diagrams, determine root cause of variation, FMEA
Improve - change current process, kaizen teams
Control - control plan, SPC, mistake proofing, 5S

Question 27

5S

Answer 27

Sort
Straighten
Shine
Standardize
Sustain