Long Test 1: Intro

Question 1

American Society for Quality Control defines _____ as subjective term for which each person can have his or her own definition.

Answer 1

Quality

Question 2

In technical usage, quality can be defined as:

Answer 2

The ability of the product or service to satisfy the stated or implied needs.
A product or service which is free from deficiencies.

Question 3

Quality can be quantified as?

Answer 3

Q = P/E

Quality
Performance
Expectations

Question 4

What are the dimensions of quailty

Answer 4

1. Performance
2. Features
3. Conformance
4. Reliability
5. Durability
6. Serviceability
7. Aesthetics
8. Perceived Quality

Question 5

Primary product characteristic

Answer 5

Performance

Question 6

Secondary characteristic / function of a product.

Answer 6

Features

Question 7

Meeting the specifications or industry standard.

Answer 7

Conformance

Question 8

The probability of a product performing its intended duty under stated conditions without failure for a given period of time.

Answer 8

Reliability

Question 9

Lifetime of a product which includes repair.

Answer 9

Durability

Question 10

Ease of repair.

Answer 10

Serviceability

Question 11

The external finish given to a product to attract the customer.

Answer 11

Aesthetics

Question 12

Refers to how the customer feels about the quality.

Answer 12

Perceived Quality

Question 13

Manufacturing VS Service

Answer 13

Manufacturing produce tangible product, Service is experienced

Question 14

5 Service Quality

Answer 14

1. Tangibles
2. Reliability
3. Responsiveness
4. Assurance
5. Empathy

Question 15

Physical features of the service being provided.

Answer 15

Tangibles

Question 16

refers to the ability to provide the service as it was promised on a regular basis

Answer 16

Reliability

Question 17

responding to customers in a timely manner.

Answer 17

Responsiveness

Question 18

Customers have to be able to trust that service providers are knowledgeable about the service they are providing.

Answer 18

Assurance

Question 19

The ability to understand and relate to the customer’s feelings.

Answer 19

Empathy

Question 20

Define TQM

Answer 20

Total - Made up of the whole
Quality - Degree of excellence
Management - Act of planning,
controlling, leading, organizing

Question 21

Managing the whole to achieve excellence.

Answer 21

TQM

Question 22

An organization-wide philosophy with its core values centered on continually improving the quality of its product and services and the quality of its processes to meet and exceed customer expectations.

Answer 22

TQM

Question 23

A committed and involved management to provide long-term top-to-bottom organizational support.

Answer 23

Top Mgmt

Question 24

We must listen to the “voice of the customer”.

Answer 24

Focus on Customer

Question 25

Effective involvement and utilization of the entire work force.

Answer 25

Employee involvement

Question 26

Continuous improvement of the business and production process.

Answer 26

Continuous improvement

Question 27

Treating suppliers as partners.

Answer 27

Partnership with suppliers

Question 28

Establish performance measures for the processes.

Answer 28

Performance Measures

Question 29

Craftsmen across medieval Europe were organized into unions called? What era?

Answer 29

guilds, The Craftsmanship Era (Up to 1900)

Question 30

Standardization, Mass Production & Quality Assurance (1900-1930) Formation of ______and increase use of _______

Answer 30

Formation of factories and increase use of automation

Question 31

Standardization, Mass Production & Quality Assurance (1900-1930) Solution to: Concentration of semi and unskilled workers in the factories was compounded further by the diversity of the spoken language of immigrant workers.

Answer 31

Inspectors

Question 32

American statistician who worked for the Bell Telephone Company. He realised that inspection after the event was not a good way of insuring quality. In 1924, he invented the control chart.

Answer 32

Walter A. Shewhart

Question 33

Referred to as the “Father of the Third Industrial Revolution”. He taught statistical process control and the importance of quality to the leading CEO’s of Japanese Industry.

Answer 33

Dr. William Edwards Deming

Question 34

Like Deming, has been bestowed with Imperial honours in recognition of his contribution to Japan’s industrial success. Believed in management of Quality thus concentrated his efforts on executive and senior management.

Answer 34

Dr. Joseph Juran

Question 35

In 1960, the first _____________ were formed for the purpose of quality improvement. Simple statistical techniques were learned and applied by _________.

Answer 35

quality control circles; applied by Japanese Workers

Question 36

The Malcolm Baldrige National Quality Award

Answer 36

was established and became the means to measure TQM.

Question 37

Criteria for The Malcolm Baldrige National Quality Award:

Answer 37

Leadership Strategic Planning Customer & Market Focus Measurement, analysis, & knowledge management Human Resource Focus Process Management Business/organizational performance results