C215 - Chapter 5

Question 1

What is TQM?

Answer 1

Philosophy that seeks to improve quality by eliminating causes of defects at root level. Makes everyone involved and responsible for quality, across all levels.

Question 2

What are the 5 definitions of quality?

Answer 2

1. Conformance 2. Fitness for use 3. Price paid value 4. Supportive services 5. Psychological criteria

Question 3

What is Conformance in quality?

Answer 3

How well a product/service meets targets & tolerances.

Question 4

What is Fitness for use?

Answer 4

Evaluates performance for intended use.

Question 5

What is Price paid value?

Answer 5

Evaluation of usefulness vs price paid.

Question 6

What are Supportive Services?

Answer 6

Quality of support provided after product/service is purchased.

Question 7

What are Psychological Criteria?

Answer 7

Judgement evaluation of what constitutes product/service quality.

Question 8

What is the difference between manufacturing and service organizations?

Answer 8

Manufacturing: Physical/tangible products that can be directly measured.
Service: non-physical/intangible products, experience driven and subjective.

Question 9

What is Manufacturing quality?

Answer 9

(Physical) Performance, Conformance to specifications, Reliability, Features, Durability, Serviceability.

Question 10

What is Service Quality?

Answer 10

(Non-physical) Intangible factors: Consistency, Courtesy/friendliness, Timeliness/promptness, Atmosphere, Responsiveness to customer needs.

Question 11

What are the Quality Standards?

Answer 11

ISO 9000 : international stanards
ISO 26000 : social responsibility
ISO 14000 : environment

Question 12

What is ISO 9000?

Answer 12

International quality standards + certification showing company has met all standards specified.

Question 13

What is ISO 26000?

Answer 13

International standards that evaluate + address social responsibility.

Question 14

What is ISO 14000?

Answer 14

International standards + certifications focusing on environmental responsibility.

Question 15

What were Walter Shewhart’s contributions to quality?

Answer 15

Process variability and statistical control charts.

Question 16

What were W.E. Deming’s contributions to quality?

Answer 16

“14 points” for quality improvement and management’s responsibility for quality.

Question 17

What was J.M. Juran’s contribution to quality?

Answer 17

Quality = fitness for use and the concept of cost of quality.

Question 18

What was A.V. Feigenbaum’s contribution to quality?

Answer 18

Total quality control.

Question 19

What was P.B. Crosby’s contribution to quality?

Answer 19

Quality is free and the concept of zero defects.

Question 20

What was K. Ishikawa’s contribution to quality?

Answer 20

Cause/Effect Diagrams and the concept of international customer.

Question 21

What was G. Taguchi’s contribution to quality?

Answer 21

Product design quality and the Taguchi loss function.

Question 22

What are the 7 Quality Control Tools?

Answer 22

1. Cause/effect diagram
2. Flow charts
3. Checklists
4. Control Charts
5. Scatter Diagrams
6. Pareto Analysis
7. Histograms.

Question 23

What is a Cause/Effect Diagram?

Answer 23

Identifies potential causes of quality problems.
- brainstorm
Head: quality problem
Spine: connects head to possible causes
Small bones: possible causes.

Question 24

What is a Flowchart?

Answer 24

document detailed steps in a process.

Question 25

What is a Checklist?

Answer 25

Simple data check-off sheets that identify type of quality problems at each work station.

Question 26

What are Control Charts?

Answer 26

Evaluate whether process is operating within expectations relative to some measured value.

Question 27

What are Scatter Diagrams?

Answer 27

Shows how two variables are related to one another.

Question 28

What is Pareto Analysis?

Answer 28

Used to identify quality problems based on their degree of importance. 80-20 rule: 80% of quality problems are results of 20% of causes.

Question 29

What are Histograms?

Answer 29

Shows frequency distribution of observed values of a variable.

Question 30

What are the 4 Costs of Quality?

Answer 30

1. Prevention Costs 2. Appraisal Costs 3. Internal Failure Costs 4. External Failure Costs.

Question 31

What are Prevention Costs?

Answer 31

Costs incurred in the process of preventing poor quality from occurring.

Question 32

What are Appraisal Costs?

Answer 32

Costs incurred in the process of uncovering defects.

Question 33

What are Internal Failure Costs?

Answer 33

Costs associated with discovering poor product quality before reaching customer.

Question 34

What are External Failure Costs?

Answer 34

Costs that occur at customer sites affecting faith and loyalty.

Question 35

What is the PDSA Cycle?

Answer 35

Diagram that describes activities that need to be performed to incorporate continuous improvement.

Question 36

What does Plan in PDSA stand for?

Answer 36

Evaluate current process, document procedures, collect data, identify problems, develop improvement plan.

Question 37

What does Do in PDSA stand for?

Answer 37

Implementing the plan, document all changes and collect data.

Question 38

What does Study in PDSA stand for?

Answer 38

Study collected data and evaluate against objectives.

Question 39

What does Act in PDSA stand for?

Answer 39

Communicate results, implement new processes if successful, repeat cycle.

Question 40

How does TQM relate to Marketing?

Answer 40

Provides key inputs and understands changing needs and wants of customers.

Question 41

How does TQM relate to Finance?

Answer 41

Evaluating and monitoring financial impact of managing quality process.

Question 42

How does TQM relate to Accounting?

Answer 42

Assess if TQM efforts are financially contributing to organization.

Question 43

How does TQM relate to Engineering?

Answer 43

Translates customer requirements into specific engineering terms.

Question 44

How does TQM relate to Purchasing?

Answer 44

Responsible for acquiring materials needed to make product.

Question 45

How does TQM relate to Human Resources?

Answer 45

Hire employees with skills to work in TQM environment and implement reward/incentive systems.

Question 46

How does TQM relate to Information Systems?

Answer 46

Ensures information is accessible to teams across organization.

Question 47

What is Customer Focus in TQM?

Answer 47

Identify and meet customer needs.

Question 48

What is Continuous Improvement in TQM?

Answer 48

Never-ending improvement: PDSA, benchmarking.

Question 49

What is Employee Empowerment in TQM?

Answer 49

Employees must seek out, identify and correct quality problems.

Question 50

What is the Use of Quality Tools in TQM?

Answer 50

Ongoing training in use of quality tools.

Question 51

What is Product Design in TQM?

Answer 51

Designs must meet customer expectations.

Question 52

What is Process Management in TQM?

Answer 52

Quality should be built into the process, sources of quality problems should be identified and corrected.

Question 53

What is Managing Supplier Quality in TQM?

Answer 53

Quality concepts must extend to suppliers.

Question 54

What is QFD (Quality Function Deployment)?

Answer 54

Tool to translate customer specifications into technical requirements.

Question 55

What is Reliability in Product Design?

Answer 55

Probability that a product will perform as intended for a specified period of time under normal conditions.

Question 56

What is Process Management in Product Design?

Answer 56

Quality must be built into process. Quality products come from quality sources.

Question 57

Walter Shewhart

Answer 57

- Control Charts - SPC -Common vs Special variations

Question 58

W. Edwards Deming

Answer 58

- 14 points for management -PDSA -Continuous improvement

Question 59

Joseph Muran

Answer 59

-Fitness For use -Juran Trilogy: Quality planning/control/improvement

Question 60

Armand Feigenbaum

Answer 60

-Total Quality Control -quality at every stage

Question 61

Philip Cosby

Answer 61

-Quality is free (prevention is cheaper than fixing) -Zero defects policy

Question 62

Kaoru Ishkawa

Answer 62

- Fishbone Diagram -internal customer (employee involvement)

Question 63

Genichi Taguchi

Answer 63

- Product design quality -Taguchi loss function (cost of variation from target)