thats a really cool deck!

Question 1

four methods of identifying if something is quality

Answer 1

1. measuring against other things 2. satisfy numerically defined specifications 3. conformance to requirements 4. satisfies customer’s needs

Question 2

Edward Demings beliefs

Answer 2

quality is made in the board room; statistics for continual improvement

Question 3

operational efficiencies

Answer 3

we’ll do what we say and we’ll do it right the first time

Question 4

umbrella/spheres of quality

Answer 4

quality management system, quality assurance, quality control

Question 5

quality management system

Answer 5

all organizational processes that ensure quality

Question 6

quality assurance

Answer 6

all the planned activities that can be demonstrated to provide confidence that a product or service will fulfill requirements for quality

Question 7

quality control

Answer 7

the inspection of implemented techniques and activities to ensure they are fulfilling requirements for quality

Question 8

Joseph Juran

Answer 8

fitness for use (a product or service is high quality if it meets the needs of the people who use it), improvement is accomplished on a project-by-project basis

Question 9

four components of fitness for use

Answer 9

quality of design, quality of conformance, availability, support

Question 10

DMAIC

Answer 10

define (the problem), measure (root cause analysis), analyze (develop solution hypothesis), improve (experiments), control (institutionalizing the change)

Question 11

Frank and Lilian Gilbreth

Answer 11

time and motion study, the one best way (reducing unnecessary motion)

Question 12

Walter Shewhart

Answer 12

SPC

Question 13

Juran’s trilogy

Answer 13

quality planning, quality control, quality improvement

Question 14

SPC

Answer 14

statistical process control uses control charts and data analysis for continuous improvement; detects problems early stabilizes process and reduces defects and waste ; influenced TQM and Six Sigma

Question 15

Philip Crosby

Answer 15

wrote quality is free, which was important to Lean and Six Sigma

Question 16

Taiichi Ohno and Shigeo Shingo

Answer 16

TPS influence

Question 17

Ohno

Answer 17

increase profit margins by reducing costs through elimination of waste (muda); credited w just in time production

Question 18

Shigeo Shingo

Answer 18

trained numerous people and organizations on how to effectively analyze and improve factory operations

Question 19

contingency persepctive

Answer 19

baldrige winners and other firms well known for quality do not adopt only one quality philosophy

Question 20

Baldridge

Answer 20

nonpresecriptive and adaptable US award

Question 21

ISO 9000

Answer 21

European standard for quality

Question 22

how might we statement

Answer 22

how might we (intended action) for (potential user) so that (desired outcome)

Question 22

seven principles of ISO 9000

Answer 22

customer focus, leadership, engagement of people, process approach, improvement, evidence-based decision making, relationship management

Question 23

design sprint steps

Answer 23

map and frame a problem, sketch and brainstorm a solution, decide and focus on a solution, create a prototype, validate prototype with user

Question 24

voice of...

Answer 24

customer, business, process

Question 25

four components of customer relationship management

Answer 25

complaint resolution, feedback, guarantees, corrective action

Question 26

three aspects of complaint resolution

Answer 26

compensate, contrition, easy to resolve

Question 27

guarantees must be

Answer 27

unconditional, meaningful, understandable, communicable, painless to invoke

Question 28

two types of feedback

Answer 28

feedback to the firm and feedback to the customer

Question 29

ways an organization can gather VOC

Answer 29

focus groups, interviews, surveys, direct observations, emails, NPS, customer reviews, social media, company/industry data

Question 30

groups are focused in two ways

Answer 30

to address the topic, to group individuals with similar demographics

Question 31

steps to benchmarking

Answer 31

decide what to benchmark, identify whom to benchmark, plan and conduct the investigation, determine the performance gap, project future performance levels, communicate benchmarking findings and gain acceptance, revise performance goals, develop action plan, implement specific actions and monitor progress, recalibrate the benchmarks

Question 32

two parties to the benchmarking relationship

Answer 32

an initiator firm, a target firm

Question 33

benchmarking types

Answer 33

process, financial, performance, functional, strategic, product

Question 34

muda

Answer 34

waste, non-value added activities

Question 35

mura

Answer 35

unevenness, inconsistences

Question 36

muri

Answer 36

overload, overburden, excess

Question 38

TIMWOOD

Answer 38

Transportation, Inventory, Motion, Waiting, Overproduction, Overprocessing, and Defects