Concept of Quality

Question 1

What is a primary need for a product?

Answer 1

Utmost customer satisfaction

Question 2

What should products and services do to improve market share?

Answer 2

Meet or exceed customer expectations

Question 3

How do customers assess products before purchasing?

Answer 3

They calculate whether the product/service is worth the money

Question 4

What is the operational vision of quality?

Answer 4

Getting products/services manufactured to specifications tailored to their prices

Question 5

What is the effect of quality from a customer’s perspective?

Answer 5

It is based on their comparison of the received product with their expectations

Question 6

What leads to customer dissatisfaction?

Answer 6

When the delivered product is not as good as promised by sales and marketing

Question 7

What are the two main factors affecting quality?

Answer 7

• Customer expectations
• Actual product/service received

Question 8

What is essential for the profitability and overall growth of a business?

Answer 8

Investment in new products and services

Question 9

What does the development process of products/services involve?

Answer 9

Phased and planned development of the organization

Question 10

What is the priority in product development?

Answer 10

Customer satisfaction

Question 11

What must justify the costs of new product features?

Answer 11

Commercial gain or additional costs for the client

Question 12

Fill in the blank: The main characteristics of a product or service refer to its _______.

Answer 12

Functionality

Question 13

What is measured to determine product reliability?

Answer 13

Mean time between failures (MTBF)

Question 14

What does usability in product quality refer to?

Answer 14

The client’s ability to use the product without expert help

Question 15

What does maintainability indicate about a product?

Answer 15

How easily it can be kept in its original state

Question 16

What does efficiency in product quality refer to?

Answer 16

Effectiveness of resource use

Question 17

What is portability in the context of product quality?

Answer 17

The ability of software to transfer from one environment to another

Question 18

What is a key focus of service quality?

Answer 18

Customer satisfaction

Question 19

What is crucial for understanding service quality?

Answer 19

Correct understanding of the client’s requirements

Question 20

What is important in designing quality services?

Answer 20

Addressing a specific need or problem

Question 21

What is essential for the success of service delivery?

Answer 21

Quality of service delivery

Question 22

What does the quality of customer service focus on?

Answer 22

Meeting customer needs and understanding implicit requirements

Question 23

What kind of software requires a complete, specific program?

Answer 23

Software developed for an organization

Question 24

What is a key criterion for success in service-based industries?

Answer 24

Quality of service delivery

Question 25

Who is regarded as the father of scientific management?

Answer 25

Frederick Taylor Taylor conducted time and motion studies in the 1920s, laying the foundation for the total quality movement.

Question 26

What did Dr. W. Edwards Deming emphasize regarding productivity?

Answer 26

Higher productivity stems from enhanced quality in all processes His philosophy focuses on reducing costs through upgraded quality standards.

Question 27

What is the System of Profound Knowledge according to Deming?

Answer 27

Integrates knowledge of systems, variation, psychology, and theory of knowledge It aims to enhance organizational effectiveness.

Question 28

What are Deming's 14 Points for Total Quality Management?

Answer 28

A framework for quality improvement including: * Continuous system enhancement * Leadership development * Elimination of numerical quotas

Question 29

What does the PDCA cycle stand for?

Answer 29

Plan-Do-Check-Act It is a structured approach for continuous evaluation and improvement.

Question 30

What is the Quality Trilogy introduced by Dr. Joseph Juran?

Answer 30

Includes: * Quality Planning * Quality Control * Quality Improvement

Question 31

What is Philip Crosby's definition of quality?

Answer 31

Quality is conformance to requirements, not just goodness He emphasized prevention over appraisal and zero defects as the performance standard.

Question 32

What is the Taguchi Loss Function?

Answer 32

Quantifies deviation from target quality levels Developed by Genichi Taguchi.

Question 33

What does Robust Design aim to achieve?

Answer 33

Reduces variations and enhances product reliability This concept is also attributed to Genichi Taguchi.

Question 34

What is Total Quality Control (TQC) as introduced by Armand V. Feigenbaum?

Answer 34

Emphasizes that achieving quality the first time is cost-effective and critical for long-term success.

Question 35

What is the Ishikawa (Fishbone) Diagram used for?

Answer 35

Identifies root causes of quality issues Developed by Dr. Kaoru Ishikawa.

Question 36

What is the purpose of Quality Circles?

Answer 36

Promotes employee involvement in quality improvement.

Question 37

What contributions did Shigeo Shingo make to the Toyota Production System?

Answer 37

Developed: * Poka-Yoke (Mistake-Proofing) * Just-in-Time (JIT) production * Single-Minute Exchange of Die (SMED)

Question 38

What are the main principles of Frederick Taylor's scientific management?

Answer 38

Emphasized: * Scientific study of tasks * Systematic worker selection and training * Cooperation between management and workers * Division of labor for optimal efficiency

Question 39

What are the eight critical dimensions of quality identified by Garvin?

Answer 39

Includes: * Performance * Reliability * Durability * Serviceability * Aesthetics * Features * Perceived Quality * Conformance to Standards

Question 40

What is the relationship between productivity and quality management?

Answer 40

Productivity and quality management are crucial for competitiveness.

Question 41

What are key strategies for productivity improvement?

Answer 41

Includes: * Process Analysis * Industry Benchmarking * Performance Measurement * Built-in Quality Tests

Question 42

Fill in the blank: Quality management leads to _______ costs, enhanced reliability, and customer satisfaction.

Answer 42

reduced