Total Quality Management

Question 0

What’s the quality formula?

Answer 0

Q = P/E

Question 1

Quality is

Answer 1

The measure of performance of a product/service compared to our expectations

Question 2

Performance is

Answer 2

Primary product characteristics such as the brightness of the picture

Question 3

Features are

Answer 3

Secondary characteristics, added features, such as remote control

Question 4

Conformance is

Answer 4

Measuring specs or industry standards, workmanship

Question 5

Reliability is

Answer 5

Consistency of performance overtime, average time for unit to fail

Question 6

Durability is

Answer 6

Useful life, repair

Question 7

Service is

Answer 7

Resolution of problems and complaints, ease of repair

Question 8

Response is

Answer 8

Human to human interaction, courtesy of dealer

Question 9

Aesthetics is

Answer 9

Sensory characteristics such as exterior finish

Question 10

Reputation is

Answer 10

Past performance and other intangibles, such as being ranked first

Question 11

Who is responsible for quality in TQM environment

Answer 11

EVERYONE

Question 12

The QC/ QA department _______ direct responsibility for quality

Answer 12

Does not

Question 13

What percent of time should the CEO spend on quality

Answer 13

35%