Unit 4 - Quality

Question 1

Quality

Answer 1

The totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs.

Question 2

Cost of quality

Answer 2

The cost of doing things wrong-that is, the price of non-conformance.

Question 3

ISO 9000

Answer 3

A set of quality standards developed by the International Organization for Standardization.

Question 4

ISO 14000

Answer 4

A series of environmental management standards established by the International Organization for Standardization.

Question 5

Total quality management (TQM)

Answer 5

Management of an entire organization so that it excels in all aspects of products and services that are important to the customer.

Question 6

PDCA

Answer 6

A continuous improvement model of plan, do, check. act.

Question 7

Six Sigma

Answer 7

A program to save time, improve quality, and lower costs.

Question 8

Employee Empowerment

Answer 8

Enlarging employee jobs so that the added responsibility and authority is moved to the lowest level possible in the organization.

Question 9

Benchmarking

Answer 9

Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity.

Question 10

Check Sheet

Answer 10

Any kind of form that is designed for recording data.

Question 11

Cause-and-effect diagram

Answer 11

A schematic technique used to discover possible locations of quality problems. Also known as a fishbone diagram or an Ishikawa (Japanese creator) diagram

Question 12

Pareto charts

Answer 12

Graphics that identify the few critical items as opposed to many less important ones.

Question 13

Flowcharts

Answer 13

Block diagrams that graphically describe a process or system.

Question 14

Statistical Process Control (SPC)

Answer 14

A process used to monitor standards, make measurements, and take corrective action as a product or service is being produced.

Question 15

Control charts

Answer 15

Graphic presentations of process data over time, with predetermined control limits.

Question 16

Inspection

Answer 16

A means of ensuring that an operation is producing at the quality level expected.

Question 17

Source Inspection

Answer 17

Controlling or monitoring at the point of production or purchase-at the source.

Question 18

Poka-yoke

Answer 18

Japanese term literally translated as “foolproofing”; it has come to mean a device or technique that ensures the production of a good unit every time.

Question 19

Attribute inspection

Answer 19

An inspection that classifies items as being either good or defective.

Question 20

Service recovery

Answer 20

Training and empowering frontline workers to solve a problem immediately.