Quality Management Flashcards
_________ __ ___ __________ refers to a technique for capturing all customer requirements for the product, service, or result which should be included as part of the project. Many of these requirements are directly related to the quality factors.
Voice of the Customer (VOC)
What is the definition of Quality?
The degree to which a set of inherent characteristics fulfill requirements.
Cost-Benefit Analysis is an analysis of tradeoffs of the costs and expected ________ of quality activities (e.g. less rework, higher productivity, lower costs, increased stakeholder satisfaction, increased profitability).
Benefit
What is a method of determining the costs incurred to ensure quality?
Cost of Quality (COQ)
Name the two sub-categories of Cost of Conformance
Prevention Costs (employee training, education, design, etc.) Appraisal Costs (audits, inspections, testing, etc.)
Name the two sub-categories of Cost of Nonconformance?
Internal Failure Costs (which are found by the project)
External Failure Costs (warranty work, lost business, liabilities)
“If your customer gets the failed product or service - it is your failure cost”
Name the 7 basic quality tools?
Cause-and-Effect Diagrams, Flowcharts, Check Sheets, Parento Diagrams, histograms, Control Charts, Scatter Diagrams
What is a statistical technique used to identify which factos may influence specific variables of a product or process.
Design of Experiments
What outlines the steps for analyzing project management product development, and organizational processes to identify activities that enhance value throughout the project?
Process Improvement Plan
_______ _________ describe specific detailed of project or product attributes and how the quality assurance and control process will measure them?
Quality metrics
What is a structured tool, used to verify that a set of required steps has been performed?
Quality Checklist
ALL customer requirements which should be captured as part of the project is called?
Voice of the Customer
All of the following are tools for the Plan Quality Management process except:
- Cost-Benefit Analysis
- Benchmarking
- Cost of Quality
- Checklists
Checklists
To help identify which factors may influence specific variables, we use:
Design of Experiments (DOE)
To compare with best practices and to generate ideas for improvement, we can use:
Benchmarking
The tool which includes all failure, prevention, and appraisal costs is called:
Cost of Quality (COQ)
Which of the following is an Internal Failure Cost?
- Rework
- Loss of customer
- Audit
- Employee Training
Rework (Non-Conformance)
Which of the following is an External Failure Cost? Rework, Loss of Customer, Audit, Employee Training
Loss of Customer (Non-Conformance)
Which of the following is an Appraisal Cost? Rework, Loss of Customer, Audit, Employee Training.
Audit (Conformance)
Which of the following is a Prevention Cost? Rework, Loss of Customer, Audit, Employee Training
Employee Training (Conformance)
The Quality Audit is a tool for which process?
Perform Quality Assurance Process
The process of auditing the quality requirements and the results from quality control measurements is called?
Perform Quality Assurance
The key tools used while performing QA are (2):
Quality Audit, Process Analysis
_________ involves keeping errors out of the process using proper planning and design.
Prevention
______ ________ assesses whether the QC result conforms to standard or not.
Attribute Sampling
Is expressed as ‘Yes’ or ‘No’ - but must find a solution if the answer is ‘No’.
Variables Sampling involves measuring results on a __________ scale to determine the degree of conformity.
Continuous
What are thresholds which can indicate whether a process is stable or out of control?
Control Limits
_______ refers to how close or exact a set of measurements are to each other.
Percision
_________ refers to how close points are to the true or correct value. Percise measurements may not be accurate.
Accuracy
What is used to determine whether a process is stable or has predictable performance, and to monitor various types of output variables?
Control Chart
What shows the relationship between two variables - usually using a Y-Axis and an X-Axis?
Scatter Diagram
What is another name of a Cause-and-Effect diagram?
Ishakawa or Fishbone Diagram
What is a vertical Bar-chart showing frequency of occurrence at a point in time?
Histogram
What following the 80/20 rule; meaning that 80% of the problems (or defects) are presumed to be due to only 20% of the causes.
Pareto Diagram
What is a graphical representation of a process showing the relationship among process steps?
Flowchart
What is a tally sheet that can be used as a list when gathering data. It facilitates effective collection of useful data about a potential quality problem.
Checksheet
Normal process variation is also known as: - Common Cause, Special Case, unusual Events, Points of Assignable Cause?
Common Cause
Measuring results using a continuous scale to assess conformity is an example of:
- Variable Sampling
- Attribute Sampling
Variables Sampling
What Quality Tool is used to check whether a process is stable or not?
Control Chart
To assess the correlation between two variables, what Quality Tool should be used?
Scatter Diagram
the method of using mathematical techniques to forecast future outcomes based on historical results is referred to as;
Trend Analysis
For repetitive processes, control limits are usually set between?
+/- 3 Sigma
The concept of Zero Defects was proposed by whom?
Crosby
Who defined quality as Fitness for Use (FIT)?
Juran (RAN)
Is it acceptable to have a product with low quality?
No
Is it acceptable to have a product with low grade?
Yes
The most important benefit of Statistical Sampling is that it can ____________________?
reduce the cost of Quality Control
