Mid-Term

Question 1

Kaizen Model

Answer 1

continous improvement

- policy of constantly introducing small incremental changes in a business in order to improve quality and efficiency

Question 2

SIPOC

Answer 2

suppliers-input-process-output-customers

Question 3

FPY

Answer 3

first pass yield; output (good ones only) / input

Question 4

RTY

Answer 4

rolled throughput yield; the probability that a process with more than one step will produce a defect free unit

Question 5

Expected needs

Answer 5

also known as the dissatisfiers, because by themselves they cannot fully satisfy a customer; gets the supplier into the market

Question 6

Normal needs (satisfiers)

Answer 6

keep a supplier in the market, know as wants or satisfiers

Question 7

exciting needs

Answer 7

make a supplier a leader in the market

Question 8

client satisfaction formula

Answer 8

= perceived value - expectations

Question 9

perceived value formula

Answer 9

(results + emotional values + process satisfaction) / (price +personal inconvenience + personal uncertainty)

Question 10

Churn

Answer 10

churn rate; number of customers who discontinue a service

Question 11

loyalty

Answer 11

the client thinks that nobody else can give him the same service

Question 12

Deming Chain reaction

Answer 12

improve quality
costs decrease
productivity increases
increase market share with better quality and lower prices
stay in business
provide jobs and more jobs

Question 13

deming philosophy

Answer 13

continual improvements, reducing uncertainty and variability.

Question 14

system of profound knowledge - deming

Answer 14

1. appreciation for a system
2. understanding variability
3. theory of knowledge
4. psychology

Question 15

dr. juran

Answer 15

first to incorporate human aspect of quality

1. quality planning
2. quality control
3. quality improvement

Question 16

mr. crosby

Answer 16

quality means conformance to requirements

Question 17

ishikawa

Answer 17

influenced participative approaches involving all workers

• quality begins and ends with education
• quality control idea status is when inspection is no longer needed
• kill the root cause not the symptoms
• fishbone

Question 18

Taguchi

Answer 18

considers design to be more important than the manufacturing process

Question 19

PDCA

Answer 19

plan - do - check - act

Question 20

cost of quality

Answer 20

any cost that the company would not have incurred if the quality of the product or service were perfect

Question 21

COPQ formula

Answer 21

failures + appraisal + prevent action + white collar

Question 22

six sigma

Answer 22

seeks to improve the quality of process outputs by identifying and removing the causes of defects and mining variability in manufacturing and business processes

Question 23

Prevention costs (5)

Answer 23

1. quality planning
2. product design
3. process
4. training
5. information

Question 24

Appraisal costs (4)

Answer 24

1. Inspection and testing
2. audit costs
3. test equipment costs
4. operator costs

Question 25

Internal Failure costs (5)

Answer 25

1. scrap costs 2. rework costs 3. process failure 4. process downtime 5. price-downgrading

Question 26

External Failure costs (5)

Answer 26

1. customer complaint 2. product return 3. warranty claims 4. product liability 5. lost sales

Question 27

4 assumptions in the COPQ model

Answer 27

1. there is a root cause for each defect 2. defects are preventable 3. it is better to prevent than correct defects 4. inspection/testing can be reduced for capable processes