Quality Management

Question 1

Customer Satisfaction

Answer 1

keep the customer happy by conformance to requirements (ensure the project produces what it’s supposed to) and fitness for use (the product must satisfy real needs)

Question 2

Prevention over Inspection

Answer 2

it’s usually less expensive to prevent mistakes than it is to fix them

Question 3

Precision

Answer 3

the values of repeated measurements are clustered and have little scatter

Question 4

Accuracy

Answer 4

the measured value is very close to the true value

Question 5

Quality Assurance

Answer 5

looking to see if we are using the quality procedures as planned; auditing the process

Question 6

Control Quality

Answer 6

testing the quality of the product or deliverable

Question 7

Cost-Benefit Analysis

Answer 7

High-quality results in less rework, higher productivity, lower costs, and increased stakeholder satisfaction

Question 8

Cost of Quality

Answer 8

includes all costs over the life of the project; two categories: Conformance and Nonconformance

Question 9

Cost of Conformance

Answer 9

money spent during the project to avoid failures; two categories: Prevention and Appraisal

Question 10

Prevention Costs

Answer 10

build a quality product, includes training, document processes, maintaining equipment, and allowing enough time to do it right

Question 11

Appraisal Costs

Answer 11

assess the quality; includes testing, destructive testing loss, and inspection

Question 12

Cost of Non-Conformance

Answer 12

money spent during and after the project because of failures

Question 13

Internal Failure Costs

Answer 13

failures found by the project; includes scrap and rework

Question 14

External Failure Costs

Answer 14

failures found by the customer, includes liabilities, warranty work, and lost business

Question 15

Design of Experiments (DOE)

Answer 15

a statistical technique that analyzes several variations (product bundles or feature combinations) at once

Question 16

Kaizen

Answer 16

Japanese word for “continuous improvement”; a type of Plan Do Check Act (PDCA) cycle

Question 17

W. Edwards Deming

Answer 17

developed the 14 points of Total Quality Mangement (TQM); said quality is a management problem 85% of the time

Question 18

Joseph Juran

Answer 18

defined quality as “fitness for use”, promoted conformance and quality by design

Question 19

Phillip Crosby

Answer 19

believed in conformance to requirements and zero defects

Question 20

ISO 9000

Answer 20

a quality management certification that requires documenting and following processes

Question 21

Quality vs. Grade

Answer 21

Low Grade is OK; Low quality is always bad

Question 22

Mutually Exclusive

Answer 22

two events that cannot occur at the same time (if one event occurs, then the other event cannot)

Question 23

Statistical Independence

Answer 23

the occurrence of one event makes it neither more nor less probable that the other occurs; past coin flips of heads do not change the probability of the next coin flip being heads

Question 24

Statistical Sampling

Answer 24

choosing a small random sample, and the sample’s properties should represent the entire group

Question 25

Control Chart

Answer 25

displays process stability and performance

Question 26

Rule 7

Answer 26

seven consecutive data points on a control chart on one side of the mean; signifies that the process is out of control

Question 27

Benchmarking

Answer 27

comparing your project or process to a known standard

Question 28

Flowcharting

Answer 28

a visual depiction of a process

Question 29

Types of Variances

Answer 29

Special Cause (also known as assignable cause; not inherent in the system, not predictable, and is intermittent; includes non-random data points or points outside the control limits) and Common Cause (also know as random cause; inherent in the system and predictable; normal or not unusual; includes random patterns within the control limits)

Question 30

Pareto Chart

Answer 30

a type of chart that contains both bars and a line graph, where individual values are represented in descending order by bars, and the cumulative total is represented by the line; 80/20 rule says 80% of problems are from 20% of the causes, and dictates you should focus most of your attention on the top few causes

Question 31

Scatter Diagram

Answer 31

plots data points to show the relationship between 2 variables (X, Y)

Question 32

Cause and Effect (Ishikawa or Fishbone) Diagram

Answer 32

shows how various factors might be linked to potential problems or effects