Service Quality Management

Question 1

Quality Tools

Answer 1

• Pareto chart
• Cause-and-effect diagram (bonefish)
• Check sheet
• Flowchart
• Histogram
• Scatter diagram
• Control charts

Question 2

Pareto Chart

Answer 2

How frequently each type of defect occurs

Question 3

Cause-and-effect Diagrams (Fishbone)

Answer 3

Focused on solving identified quality problems

Identifies potential causes of failures or defects - The problems identified by Pareto charts are analysed using cause-and-effect diagrams

Question 4

Check sheets

Answer 4

Simple data check-off sheet design to identify the type of quality problems at each workstation, per operator, per machine, per shift

Question 5

Flowcharts

Answer 5

Used to document the detailed steps in the process.

Then it is possible to find mistakes, the bottleneck and improve the process

Question 6

Histograms

Answer 6

Tell us the frequency of a specific quality issue.

Pareto chart has different causes/quality characteristics of a problem - Histogram tells us the distribution of one quality characteristic

Question 7

Scatter Diagrams

Answer 7

Relation between the cause of the problem and the problem itself

Question 8

Control Charts

Answer 8

Mechanism for distinguishing between random and non-random variations in operating processes