FMEA and 7Q

Question 1

What is quality?

Answer 1

The quality of a product or service is its
ability to meet, or preferably exceed,
the needs and expectations of its
customers

Question 2

Explain the kano model

Answer 2

• Basic needs – if these are not met, the customer becomes dissatisfied.
• Performance/Expected needs – what the customer perceives as important. You can win
  customers by fulfilling them.
• Unconscious needs/Exciting requirements – not specified by the customer. Can provide
  loyal customers and competitive advantages.

Question 3

What are the costs of poor quality?

Answer 3

• External error costs, e.g. complaints, returns.
• Internal error costs, e.g. scrap.
• Control costs.
• Preventive costs, e.g. staff development.

Question 4

What are the 7QC tools?

Answer 4

1. Cause-and-effect diagram (also known as the
   “fishbone diagram” or Ishikawa diagram)
2. Check sheet
3. Control chart
4. Histogram
5. Pareto chart and ishikawa diagram
6. Scatter diagram
7. Stratification (alternatively, flow chart or run
   chart)

Question 5

What is the PDSA-cycle?

Answer 5

Plan-Do-Study-Act

Question 6

How is capability index calculated?

Answer 6

C_p = (T_upper - T_lower)/(6 * sigma)