Chapter 5

Question 1

7 Concepts TQM

Answer 1

1. Client focus
2. Continuous improvement
3. Employee empowerment
4. Quality Tools
5. Product Design
6. Process management
7. Supplier quality

Question 2

5 Definitions of Quality

Answer 2

1. Conformance to specifications
2. Fitness for use
3. Value for price paid
4. Support services
5. Psychological criteria

Question 3

Quality Function Deployment (QFD)

Answer 3

It’s a tool that helps turn the voice of the customer (what customers want) into the language of designers and engineers (how to make it).

In short: QFD = a bridge between customer wishes and product design.

Question 4

What is the total quality management philosophy?

Answer 4

Total quality management focuses on the root causes of quality issues and correcting them before they become issues.
TQM expects to deliver products that meet customers’ expectations as well as continuously improves on them.

Question 5

What are the five definitions of quality?

Answer 5

1. Conformance to specifications: How well a product or service meets the targets and tolerances determined by its designers.
2. Fitness for use: Evaluates how well the product performs for its intended use.
3. Value for price paid: Quality defined in terms of product or service usefulness for the price paid.
4. Support services: Quality defined in terms of the support provided after the product or service is purchased.
5. Psychological criteria: Focuses on judgmental evaluations of what constitutes product or service excellence.

Question 6

What are the seven quality control tools ?

Answer 6

1. Cause-and-effect diagram: Identifies potential causes of particular quality problems.
2. Flowchart: A schematic of the sequence of steps involved in an operation or process.
3. Checklist: A list of common defects and the number of observed occurrences of these defects.
4. Control charts: Used to evaluate whether a process is operating within set expectations.
5. Scatter diagrams: Graphs that show how two variables are related to each other.
6. Pareto analysis: Identifies quality problems based on their degree of importance.
7. Histogram: Shows the frequency distribution of observed values of a variable.

Question 7

What are the four different costs of quality?

Answer 7

A) Quality Control Costs
1. Prevention costs: Incurred in the process of preventing poor quality from occurring.

2. Appraisal costs: Incurred in the process of uncovering defects.

B) Quality Failure Costs

3. Internal failure costs: Associated with discovering poor product quality before the product reaches the customer.
4. External failure costs: Associated with quality problems that occur at the customer site.

Question 8

What is the Plan-Do-Study-Act cycle and what is it used for?

Answer 8

• describes the activities that need to be performed to incorporate continuous improvement into the operation.

1. Plan: Evaluate the current process, document procedures, collect data, and identify problems.
2. Do: Implement the plan and document changes made.
3. Study: Evaluate the data collected to see if the plan is achieving its goals.
4. Act: Communicate results and implement new procedures if successful; then continue the cycle.

Question 9

Manufacturing Vs Service Quality

Answer 9

Manufacturing: Tangible product features that are measurable

Services : intangible, subjective, experience-driven

Question 10

Who contributed to the understanding of process variability?

Answer 10

Walter A. Shewhart.

Question 11

What did W. Edwards Deming develop to guide companies in quality improvement?

Answer 11

The ‘14 Points’.

Question 12

How did Joseph M. Juran define quality?

Answer 12

As ‘fitness for use’.
- Trilogy

Question 13

What concept did Armand V. Feigenbaum introduce?

Answer 13

Total quality control.

Question 14

What phrase did Philip B. Crosby coin?

Answer 14

‘Quality is free.’
-Zero effort

Question 15

What is employee empowerment in TQM?

Answer 15

Empower all employees to seek out, identify, and correct quality problems.

Question 16

What do cause-and-effect diagrams focus on?

Answer 16

Identifying potential causes of quality problems.

Question 17

What are flowcharts used for?

Answer 17

To document the detailed steps in a process.

Question 18

What is the purpose of checklists in quality control?

Answer 18

To identify types of quality problems at each workstation.

Question 19

What do control charts show?

Answer 19

When a process is in or out of control using calculated limits (UCL and LCL).

Question 20

What do scatter diagrams illustrate?

Answer 20

How two variables are related to one another.

Question 21

What is Pareto Analysis used for?

Answer 21

To identify quality problems based on their degree of importance.

Question 22

What does the 80−20 rule in Pareto Analysis indicate?

Answer 22

80% of problems are caused by 20% of causes.

Question 23

What is a histogram?

Answer 23

A chart that shows the frequency distribution of observed values of a variable.

Question 24

What does reliability refer to in product design?

Answer 24

The probability that a product will perform as intended for a specified period under normal conditions.

Question 25

What is meant by 'quality at the source'?

Answer 25

The belief that it is better to uncover the source of quality problems and correct it.

Question 26

What is the Malcolm Baldrige National Quality Award (MBNQA)?

Answer 26

An award intended to reward and stimulate quality initiatives in companies.

Question 27

What are the categories evaluated for the MBNQA?

Answer 27

* Leadership * Strategic Planning * Customer and Market Focus * Information and Analysis * Human Resource Focus * Process Management * Business Results

Question 28

What is the Deming Prize?

Answer 28

An award given for quality improvement, named after W. Edwards Deming.

Question 29

What are ISO 9000 standards?

Answer 29

A set of internationally recognized quality standards developed by the International Organization for Standardization.

Question 30

What is the focus of ISO 14000 standards?

Answer 30

A company's environmental responsibility.

Question 31

What is a reason why TQM efforts fail?

Answer 31

Lack of a genuine quality culture.

Question 32

What are the seven features that combine to create TQM philosophy?

Answer 32

* Customer focus * Continuous improvement * Employee empowerment * Use of quality tools * Product design * Process management * Managing supplier quality

Question 33

Fill in the blank: The most important factor in the success of TQM is the organization’s _______.

Answer 33

[commitment]