Quality Plan

Question 1

What are the 7 steps for creating a quality plan?

Answer 1

1. Select persons responsible for creating the quality plan.
2. Identify customers
3. Identify customer’s needs and expectations
4. Determine what products or services will meet the customer’s needs and expectations.
5. Develop/ Implement systems and processes needed to produce products and services.
6. Deploy and monitor plan across all the necessary systems
7. Make adjustments as needed.

Question 2

What does a “Quality Plan” (QP) contain?

Answer 2

• Who is doing it
• What and how is being done
• How and when it is being done
• Strategy, Goals, Objectives
• When: Procedures and resources required

Question 3

How are Quality Plans (QPs) linked to the phases of organizational planning?

Answer 3

Strategic: Goals and objectives and what the org wants to accomplish as well as resources allocated to the plan
Tactical: Course of action needed and lists what needs to be done, by who, and by when. Essentially project planning. Makes the plan in short term actionable activities
Operational: Defines the procedures, assigns roles and responsibilities to process owners who are accountable for performing the activities. Also defined the reporting structure for reporting real time status on plan activities

Question 4

_____ is the emphasis on designing a service or product.

Answer 4

Quality Planning

Question 5

______ is comprised of a series of activities that anticipate potential degradation in a service or product.

Answer 5

Quality Assurance

Question 6

______ is error proofing a service or product.

Answer 6

Quality Control

Question 7

What supports the efforts of continuous improvement?

Answer 7

• Quality Assurance
• Quality control
• Quality planning

Question 8

What is Employee Involvement and Empowerment?

Answer 8

Involved employees provide input and empowered can act within the boundaries of their authority without prior approval.

Question 9

What are Systems and processes?

Answer 9

Most processes are interconnected to other processes such as with SIPOC.

Question 10

What does SIPOC stand for?

Answer 10

Supplier, Inputs, Process, Outputs, and Customers

Question 11

What are Variations?

Answer 11

Difference in the designed output and common versus special cause variations

Question 12

What is Standardization?

Answer 12

• Meet the minimum requirements per the standard
• Precise, documented and applicable across various areas
• ISO standards are the most widely used and accepted in the world

Question 13

What are the evaluation programs?

Answer 13

ISO 9000 standards and Baldrige performance of excellence