2 - Quality Advocates

When was Dr. Walter Shewhart alive?

1891-1967

When was Dr. W. Edwards Deming alive?

1900-1993

When was Joseph M. Juran alive?

1904-2008

What is the last step of the Shewhart Cycle (PDCA, PDSA, Deming cycle)?

Act

What is the second of Deming's 14 points?

Adopt the new philosophy

What is the second of the detailed version of Deming's 14 points?

Adopt the new philosophy

What is the content of big Q regarding cost of poor quality?

All costs that would disappear if everything were perfect.

What is the content of big Q regarding industries?

All industries - service, government, ect. - whether for profit or not

What is the content of big Q regarding processes?

All processes: manufacturing, support, business, ect.

What is the content of big Q regarding products and services?

All products and services, whether for sale or not.

What is the content of big Q regarding customers?

All who are affected: external and internal

What is the third of the three fundamental tenets?

Annual planning for quality improvement and cost reduction.

Why do costs decrease?

Because of less rework, fewer mistakes, fewer delays, snags, better use of machine-time and materials.

What is Dr. Walter Shewhart known for?

Being the first to encourage the use of statistics to identify, monitor, and eventually remove the sources of variation in a process.

What is the ninth of the detailed version of Deming's 14 points?

Break down barriers between departments

What is the ninth of Deming's 14 points?

Break down silos

What is the fourth step in Deming's Economic Chain Reaction?

Capture the market

What is the third of Deming's 14 points?

Cease dependence on inspection to achieve quality

What is the third of the detailed version of Deming's 14 points?

Cease dependence on inspection to achieve quality

What is the content of little q regarding customers?

Clients who buy the products

What is uncontrolled variation?

Comes from sources external to the process.

What is the fifth thing Dr. W. Edwards Deming focused heavily on?

Communication

What is the fifth of the detailed version of Deming's 14 points?

Constantly and forever improve the system of production and service.

What is the second of the three fundamental tenets?

Continuous education

What is the fifth of Deming's 14 points?

Continuous improvement

What is the second thing Dr. W. Edwards Deming focused heavily on?

Continuous improvement

What are common causes?

Controlled variation

What is the first source of variation in a process according to Dr. Walter Shewhart?

Controlled variation

What is the content of little q regarding cost of poor quality?

Costs associated with deficient manufactured goods.

What is the second step in Deming's Economic Chain Reaction?

Costs decrease

What is the first of the detailed version of Deming's 14 points?

Create a constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business and provide jobs

What is the first of Deming's 14 points?

Create purpose for improvement

What is the first thing Dr. Juran's approach involves?

Creating awareness of the need to improve.

What did Dr. W. Edwards Deming think quality efforts should be directed at?

Customer's present and future needs.

What is the second step of the Shewhart Cycle (PDCA, PDSA, Deming cycle)?

Do

Who is fourth of the seven most prominent advocates?

Dr. Armand Feigenbaum

Who is seventh of the seven most prominent advocates?

Dr. Genichi Taguchi

Who is third of the seven most prominent advocates?

Dr. Joseph M. Juran

Who is sixth of the seven most prominent advocates?

Dr. Kaoru Ishikawa

Who is second of the seven most prominent advocates?

Dr. W. Edwards Deming

Who is first of the seven most prominent advocates?

Dr. Walter Shewhart

Who is the father of statistical quality control?

Dr. Walter Shewhart

What is the eighth of Deming's 14 points?

Drive out fear

What is the eighth of the detailed version of Deming's 14 points?

Drive out fear

What does the ACT stage of the Shewhart Cycle involve?

Either changes are made or return to the plan phase

What is the eleventh of the detailed version of Deming's 14 points?

Eliminate arbitrary work standards and numerical quotas. Substitute leadership.

What is the tenth of the detailed version of Deming's 14 points?

Eliminate slogans, exhortations, and targets for the workforce.

What is quality planning?

Encourages the development of methods to stay in tune with customers' needs and expectations.

What was Dr. W. Edwards Deming known for?

Encouraging top-level management to get involved.

What is the fourth of the detailed version of Deming's 14 points?

End the practice of awarding businesses on the basis of price tag alone. Instead minimize total cost.

What is the fourth thing Dr. Juran's approach involves?

Establishing team problem solving.

What is the fourth thing Dr. W. Edwards Deming focused heavily on?

Goal setting

What is the first step in Deming's Economic Chain Reaction?

Improve quality

What is the thirteenth of the detailed version of Deming's 14 points?

Institute a vigorous program of education and self improvement.

What is the thirteenth of Deming's 14 points?

Institute education and self-improvement programs

What is the seventh of the detailed version of Deming's 14 points?

Institute leadership

What is the sixth of the detailed version of Deming's 14 points?

Institute training on the job

What is the fourteenth of Deming's 14 points?

Involve all workers in the transformation

What is quality control?

Involves comparing products produced with goals and specifications.

What is quality improvement?

Involves the ongoing process of improvement necessary for the company's continuous success.

What is the red bead experiment?

It helps leaders understand how a process with problems can inhibit an individual's ability to perform at his or her best.

What did Dr. Joseph M. Juran have to say about quality?

It is a concept that needs to be found in all aspects of business.

What did Dr. W. Edwards Deming have to say about quality?

It must be defined in terms of customer satisfaction.

What did Dr. Walter Shewhart have to say about once a process is under control?

It will exhibit only controlled variation, so future process performance can be predicted, within limits, on the basis of past performance.

What is the seventh of Deming's 14 points?

Leadership

What is the second thing Dr. Juran's approach involves?

Making quality improvement an integral part of each job.

What is the first thing Dr. W. Edwards Deming focused heavily on?

Management involvement

What is the content of little q regarding products and services?

Manufactured goods and point of sale

What is the content of little q regarding industries?

Manufacturing

What is the eleventh of Deming's 14 points?

No quotas or numerical goals

What is the tenth of Deming's 14 points?

No slogans

What is the sixth of Deming's 14 points?

On-the-job training

Who is fifth of the seven most prominent advocates?

Philip Crosby

What is the first step of the Shewhart Cycle (PDCA, PDSA, Deming cycle)?

Plan

What is the content of little q regarding processes?

Processes directly related to the manufacture of goods.

What is the third step in Deming's Economic Chain Reaction?

Productivity improves

What is the sixth step in Deming's Economic Chain Reaction?

Provide jobs and more jobs

What is the third thing Dr. Juran's approach involves?

Providing training in quality methods.

What is the fourteenth of the detailed version of Deming's 14 points?

Put everybody in the company to work to accomplish the transformation.

What is the second of the three management processes?

Quality control

What is the third of the three management processes?

Quality improvement

What is the first of the three management processes?

Quality planning

What is the fifth thing Dr. Juran's approach involves?

Recognizing results

What is the twelfth of Deming's 14 points?

Remove annual ratings or merit system

What is the twelfth of the detailed version of Deming's 14 points?

Remove barriers that rob people of their right to pride of workmanship.

What is the third thing Dr. W. Edwards Deming focused heavily on?

Statistical analysis

What is the fifth step in Deming's Economic Chain Reaction?

Stay in business

What is the third step of the Shewhart Cycle (PDCA, PDSA, Deming cycle)?

Study

What is the funnel experiment?

Tampering with a process can actually make the performance of that process worse.

What did Dr. Joseph M. Juran influence?

The movement of quality from a narrow statistical field to quality as a management focus.

What does the STUDY stage of the Shewhart Cycle involve?

The results of the change are studied.

What does the DO stage of the Shewhart Cycle involve?

The solution is implemented

What is important to note about future needs?

They may not necessarily be identified by the customer but rather for the customer.

What are special or assignable causes?

Uncontrolled variation

What is the second source of variation in a process according to Dr. Walter Shewhart?

Uncontrolled variation

What is the first of the three fundamental tenets?

Upper management leadership

What does the plan stage of the Shewhart Cycle involve?

Users study a problem and plan a solution.

What is controlled variation?

Variation present in a process due to the very nature of the process.

How do you capture the market?

With better quality and lower prices.

What is the fourth of Deming's 14 points?

Work with one supplier to reduce costs