Chapter 9: Management of Quality [EXAM 2]

Question 1

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

Answer 1

Quality

Question 2

Father of statistical quality control, and is responsible for control charts and variance reduction.

Answer 2

Walter Shewart

Question 3

Creator of special vs. common cause variation.

Answer 3

Edwards Deming

Question 4

Writer of the Quality Control Handbook

Answer 4

Joseph Juran

Question 5

Believed that quality is a total field.

Answer 5

Armand Feigenbaum

Question 6

Writer of Quality if Free

Answer 6

Philip B. Crosby

Question 7

Creator of the Cause-and-Effect Diagram

Answer 7

Kaoru Ishikawa

Question 8

Creator of the Taguchi loss function.

Answer 8

Genichi Taguchi

Question 9

Developed philosophy and methods of kaizen.

Answer 9

Taiichi Ohno and Shigeo Shingo

Question 10

Dimension of Product Quality which is the main characteristics of the product.

Answer 10

Performance

Question 11

Dimension of Product Quality which is appearance, feel, smell, and taste.

Answer 11

Aesthetics

Question 12

Dimension of Product Quality. Extra characteristics.

Answer 12

Special Features

Question 13

Dimensions of Product Quality. How well the product conforms to design specifications.

Answer 13

Conformance

Question 14

Dimension of Product Quality. Consistency of performance.

Answer 14

Reliability

Question 15

Dimension of Product Quality. The useful life of the product.

Answer 15

Durability

Question 16

Dimension of Product Quality. Indirect evaluation of quality.

Answer 16

Perceived Quality

Question 17

Dimension of Product Quality. Handling of complaints or repairs.

Answer 17

Serviceability

Question 18

Dimension of Product Quality. Quality does not vary.

Answer 18

Consistency

Question 19

Dimension of Service Quality. The ability to perform a service dependably, consistently, and accurately.

Answer 19

Reliability

Question 20

Dimension of Service Quality. Willingness to help customers in unusual situations and to deal with problems.

Answer 20

Responsiveness

Question 21

Dimension of Service Quality. The speed with which the service is delivered.

Answer 21

Time

Question 22

Dimension of Service Quality. Knowledge exhibited by personnel and their ability to convey trust and confidence.

Answer 22

Assurance

Question 23

Dimension of Service Quality. The way customers are treated by employees.

Answer 23

Courtesy

Question 24

Dimension of Service Quality. The physical appearance of facilities, equipment, personnel, and communication materials.

Answer 24

Tangibles

Question 25

Dimension of Service Quality. The ability to provide the same level of good quality repeatedly.

Answer 25

Consistency

Question 26

Dimension of Service Quality. To meet (or exceed) customer expectation.

Answer 26

Expectancy

Question 27

Intention of designers to include or exclude features in a product or service.

Answer 27

Quality of Design

Question 28

The degree to which goods or services conform to the intent of the designers.

Answer 28

Quality of Conformance

Question 29

Increase the likelihood that a product will be used for its intended purpose and in such a way that it will continue to function properly and safely.

Answer 29

Ease-of-Use and User Instructions

Question 30

Taking care of issues and problems that arise after the sale.

Answer 30

After-the-Sale Service

Question 31

Costs of activities designed to ensure quality or uncover defects.

Answer 31

Appraisal Costs

Question 32

All TQ training, planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring.

Answer 32

Prevention Costs

Question 33

Costs incurred by defective parts/products or faulty services.

Answer 33

Failure Costs

Question 34

Costs incurred to fix problems that are detected before the product/service is delivered to the customer.

Answer 34

Internal Failure Costs

Question 35

All costs incurred to fix problems that are detected after the product/service is delivered to the customer.

Answer 35

External Failure Costs

Question 36

Competition created to stimulate efforts to improve quality, recognize successful programs, and publicize successful programs.

Answer 36

The Baldrige Competition

Question 37

Set of international standards on quality management and quality assurance, critical to international business.

Answer 37

ISO 9000

Question 38

A set of international standards for assessing a company's environmental performance.

Answer 38

ISO 14000

Question 39

pertains to the quality and performance of office equipment that contains reused components.

Answer 39

ISO 24700

Question 40

Philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.

Answer 40

Total Quality Management

Question 41

Philosophy that seeks to make never-ending improvements to the process of converting inputs into outputs.

Answer 41

Continuous Improvement

Question 42

Japanese word for continuous improvement.

Answer 42

Kaizen

Question 43

The philosophy of making each worker responsible for the quality of his or her work.

Answer 43

Quality at the Source

Question 44

A systematic approach to improving a process.

Answer 44

Process Improvement

Question 45

A business process for improving quality, reducing costs, and increasing customer satisfaction.

Answer 45

Six Sigma

Question 46

A diagram of the steps in a process.

Answer 46

Flowchart

Question 47

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

Answer 47

Check Sheet

Question 48

A chart that shows an empirical frequency distribution.

Answer 48

Histogram

Question 49

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

Answer 49

Pareto Chart

Question 50

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

Answer 50

Scatter Diagram

Question 51

A statistical chart of time-ordered values of sample statistic.

Answer 51

Control Chart

Question 52

A diagram used to organize a search for the cause(s) of a problem; also known as a fishbone diagram.

Answer 52

Cause-and-Effect Diagram

Question 53

Groups of workers who meet to discuss ways of improving products or processes.

Answer 53

Quality Circles

Question 54

Chart used to track values of a variable over time.

Answer 54

Run Chart