Topic 8 - Management of Quality

Question 1

Quality

Answer 1

the ability of a product or service to consistently meet or exceed customer expectations.

Question 2

Quality control

Answer 2

monitoring, testing, and correcting quality problems after they occur.

Question 3

Quality assurance

Answer 3

Ensuring a products quality will be good by preventing defects before they occur.

Question 4

W. Edwards Deming Quality Teachings

Answer 4

14 points
Management must fix system
Reduce variation
SPC, PDSA

Question 5

Joseph M. Juran quality teachings

Answer 5

Fitness-As-use
Triloogy: Planning, control and improvement
Continuous improvement
Cost of Quality

Question 6

Armand Feigenbaum Quality Teachings

Answer 6

Total Field
Quality at the source

Question 7

Philip B. Crosby Quality Teachings

Answer 7

Zero defects
Do it right the first time
Quality is free

Question 8

What are the dimensions of quality - Goods?

Answer 8

*Performance
*Aesthetics
*Special Features
*Conformance
*Reliability
*Durability and Perceived Quality
*Servicability

Question 9

What are the dimensions of quality - service

Answer 9

*Tangibles
*Convenience
*Reliability/Consistency
*Responsiveness
*Timeliness
*Assurance
*Courtesy/Empathy

Question 10

What are the determinants of quality?

Answer 10

*Product Design
*Production Process Design
*Production
*Use

Question 11

What are the 7 basic quality tools?

Answer 11

1) Flow chart Diagram
2) Check sheet
3) Histogram
4) Pareto Chart
5) Scatter Diagram
6) Control Chart
7) Cause-and-effect diagram

Question 12

Flow chart diagram

Answer 12

A diagram of the steps in a proces

Question 13

Check sheet

Answer 13

A tool for organizing and collecting data; a tally of problems or other events by category

Question 14

Histogram

Answer 14

A chart that shows an empirical frequency distribution.

Question 15

Pareto chart

Answer 15

A chart that arranges categories from highest to lowest frequency of occurence.

Question 16

Scatter diagram

Answer 16

A graph that shows the degree and direction of the relationship between two variables

Question 17

Control Chart

Answer 17

A line plot of time-ordered values of a sample statistic (e.g., sample mean) with control limits

Question 18

Cause-and-effect diagram

Answer 18

A diagram used to organize (categorize) the (possible) cause of a problem; also known as a fishbone idagram

Question 19

Whats the Six Sigma Process (DMAIC)

Answer 19

Define
Measure
Analyze
Improve
Control

Question 20

ISO 9001

Answer 20

an international standard for a quality management system, critical to international business.

Question 21

ISO 14001

Answer 21

an international standard for assessing a company’s environmental performance

Question 22

HACCP

Answer 22

Hazard Analysis Critical control points - quality management system for food processors

Question 23

CAE/TQM

Answer 23

Canada awards for excellence recognize outstanding excellence by Canadian organizations in various areas such as quality, healthy workplace, innovation and mental health.