Total quality management

Question 1

What is conformance to specifications

Answer 1

How well a product/service meets the targets and tolerances determined by its designers

Question 2

What is fitness for use

Answer 2

a definition of quality that evaluates how well the product performs for its intended use

Question 3

What are characteristics of manufacturing organizations

Answer 3

Conformance to specifications, performance, reliability, features, durabiliity and serviceability

Question 4

What are the characteristics of service organizations

Answer 4

intangible factors, consistency, responiveness to customer, courtesy, timlness and atmosphere

Question 5

What is Walter Shewhart known for

Answer 5

process variablity, developed statistical control charts

Question 6

What is W Edward Deming known for

Answer 6

stressed managements responsibility for quality, developed 14 points

Question 7

What is Joseph Juran known for

Answer 7

developed quality as fitness for use concept of cost of quality

Question 8

What is Felgenbaum known for

Answer 8

concept of total quality control

Question 9

What is Crosby known fr

Answer 9

coined phrase “quality is free”, introduced zero deficits

Question 10

What is Ishikawa known for

Answer 10

developed cause and effect diagrams, identified “internal customers”

Question 11

What is Taguchi known for

Answer 11

product design quality, developed Taguchi loss function

Question 12

What is the difference between old and new quality

Answer 12

in old, they inspected for quality after production

Question 13

What are the five ways to define quality

Answer 13

conformance to specifications, fitness for use, value for price pain, support for services, psychological

Question 14

What are ways of improving quality

Answer 14

PDSA, seven tools of quality control, quality function deployment

Question 15

What 7 things make up TQM philosophy

Answer 15

Customer focus
Continuous improvement
Employee empowerment
Use of quality tools
Product design (discussed later in Chapter)
Process management (discussed later in Chapter)
Managing supplier quality

Question 16

Why does TQM fail

Answer 16

lack of genuine quality culture, lack of top management and support, over and underliance on SPC methods

Question 17

what are seven tools of quality control

Answer 17

cause and effect diagrams, flowcharts, checklists, control charts, scatter diagrams, parelto analysis, histograms

Question 18

what is a cause and effect diagram

Answer 18

focused on solving quality problem, used by teams

Question 19

what is a flowchart

Answer 19

schematic diagrams, used to document detailed steps,first step in process

Question 20

what is a checklist

Answer 20

simple data check off sheet, designed to identify type of quality problem at each workstation

Question 21

what is a control chart

Answer 21

key in statistical process control, used to show when process if out of control

Question 22

what is a scatter diagram

Answer 22

graph to show how variables are related

Question 23

what is a parelto analysis

Answer 23

displays the degree of importance for each element, often called the 80/20 rule

Question 24

what is a histogram

Answer 24

shows whether it is skewed or symmetrical

Question 25

what does qfd encompass

Answer 25

customer requirements, competitive evaluation, product characteristics, relatiosip matrix, trade off matrix, setting targets

Question 26

what is reliablity

Answer 26

probability that product will function as expected

Question 27

what are the criteria of MBNQA

Answer 27

leadership, strategic planning, customer and market focus, information and analysis, human resource function, process management and business results