Test 3 material in full

Question 1

Quality

Answer 1

-Customer Dependent
- The degree to which performance of a product or service meets or exceeds customer expectations

Question 2

Walter Shewart

Answer 2

• “The father of statistical quality control”
• developed control charts
• had a strong influence on Edward and Juran

Question 3

W. Edward Deming

Answer 3

• assisted the Japanese in improving quality and productivity after WWII
• Deming Prize, awarded to firms that distinguish themselves with quality management
  -Inefficiency and poor quality is the system, not the employees’ fault
  -14 points
• Special vs. Common cause of variation

Question 4

Joseph Juran

Answer 4

-Quality as fitness-for-use
-80% of defects are controllable by management
- Continual improvement
- One of the first to measure the cost of quality