c720 module 3

displays data as a relationship between two variables.

A scatter plot

are the means used to record data points in real-time at the site where the data is generated

Check sheets

products should be designed so they are simple and inexpensive to produce.

Design for manufacture and assembly (DFMA)

The idea that teamwork is essential for quality leadership can be attributed to which quality management expert

Ishikawa

The concept of robust design is a core part of _________________ quality philosophy

Taguchi

Mistake-proofing a process is found in the step of the Six Sigma process called

control

Frequency and probability can be determined from a _________________________, but there is little other quantitative value

histogram

This is an assessment of the quality of the good or service

inspection

two major strategic Quality Management methodologies

total quality mgmt and six sigma

This is the performance of the plan created in the product and process design.

work execution

A ________________ chart allows the firm to trace a problem that the customer sees to the root cause of the problem

Fishbone

show the impact of various inputs into the result of a process

Fishbone charts, also known as Cause and Effect or Ishikawa Diagrams

quality control

Inspection and control functions revolve around understanding the customer's perception of fitness of use.

guru that developed methodologies to help identify cause-and-effect characteristics and to develop teamwork for quality leadership

Ishikawa

fish diagram, helps to identify factors that may contribute to dependent outcomes. The main factors are categorized as People, Machines, Methods, Measurements, Materials, and Environmen

Ishikawa diagram

The idea that product or service quality could be described as "fitness for use" is associated with which Quality Management expert

Juran

____________________'s quality process relied on the customer's perception of quality as the ultimate measure, rather than simply following product specifications.

Juran

represents data values in a descending order to visualize the most frequent occurrences

Pareto Chart

is the use of statistical methods to determine when a process that produces a good or service is getting close to producing an unacceptable level of defects

SPC statistical process control

__________________________develops a cadre of specialists within an organization called "Black Belts" and "Green Belts," who are experts in specific methods

Six Sigma

An organization focused on continuous improvement should engage in _____________________which involves creating preset procedures for job tasks.

Standardization

_______________________ involves using methods and tools to determine the stability of a manufacturing process and reduce the number of product defects.

Statistical control process SCP

SIPOC

Supplies-input-process-output-customer

guru that argues that quality must be designed into a product. His point is that quality cannot be achieved through inspections after the good is made or the service is provided

Taguchi

quality planning

The development of products and services that appeal to the ever changing customer wants and needs.

quality improvement

The elimination of waste and errors is something that must be led by leadership of a firm

will demonstrate the frequency of data observations within a preset range of values

a histogram (or box chart)

This is often the first tool used to assess a process and often the data is "raw" meaning it is straight from the source and without any interpretation

check sheets

Ishikawa developed quality

circles

they help organizations isolate the root causes of problems such as bottlenecks in their processes

fishbone chart, ishikawa diagram, cause & effect charts

As more and more companies realize the importance of teams in problem solving and decision making, some issues have arisen. Employers realize that employees need training in order to work in

groups

Measuring process variables involves

identifying those aspects of a process most relevant to an underlying problem

key elements in value proposition

price and quality

value stream mapping

provides an overview of an entire process - think sticky notes

5 dimensions of service quality

reliability, responsiveness, assurance, empathy and tangibles

in the blank" question: select the correct answer. Companies today realize that facts, data, and ___________ are needed to make decisions.

statistical analysis

Product characteristics that are essential to the customer are determined through __________.

the VOC - voice of the customer

The main objective of the _____________________phase is to determine the root causes of variation in the process that result in failures or defects

Analysis

Maintaining and standardizing the improved performance is the final step of the DMAIC methodology

Control

The control plan may include ________ to maintain process stability

SPC

The concept of "Robust Design" is attributed to which quality management expert

Taguchi

Quality Management Strategies concludes with

an opportunity to correctly apply different quality management methods to solve a problem.

are graphical depictions of process output where the raw data is plotted in real-time within upper (UCL) and lower control limits (LCL)

control charts

In a scatter plot, the controlled variable is called the _______________________________variable.

independent

A scatter plot is normally used only when one variable can be

influenced (a relationship between two variables)

what are 2 critical dimensions when deciding to purchase a service or good

price and quality

a histogram or box chart

shows the frequency of values in a given range

The Define stage can also involve

the "Voice of the Customer" or VOC

histograms, scatter diagrams, and Pareto charts are

analysis tools

Where are check sheets generated?

at the site where the data is generated

guru that argues that failure costs are much greater than most companies had thought. By reducing failure costs, companies can save money. do it right the first time

crosby

what is an external measurement of quality

customer satisfaction

Quality function deployment relates customer needs to which of the following?

design characteristics

The ___________________________ is a concise verbal statement of the problem under study

problem statement

This is how the product, either a good or a service, is produced

process design

This is how the product, either a good or a service, functions. It determines the features, functions, aesthetics, and performance of a product, which are essential parts of the product's quality

product design

Six Sigma uses _________________ and __________________ techniques and tools

qualitative and quantitave

_________________________________ refers to a method of transforming customer needs and expectations into product design characteristics.

quality function deployment

_________________________ increases expectations and attempts to slash defects drastically

six sigma

What is the 5S process for improved control when implementing Six Sigma?

sort, straighten, shine, standardize, sustain

quality function deployment

takes customer expectations and transforms them into specific actions designed to meet those expectations.

appraisal costs

the costs incurred to measure quality, assess customer satisfaction, and inspect and test products

The Six Sigma expert uses a project charter to define a problem or improvement opportunity. What is included in a project charter?

the scope of the project, the problem statement, timeframe, boundaries, and team members /

Another tool for ____________________is the 5S methodology (sort, straighten, shine, standardize, sustain). The 5S methodology creates visual control of the workplace

Control

Which Quality Management expert used the phrase, "Do it right the first time

Crosby

Who wrote a book in 1979 entitled "Quality is Free

Crosby

A secondary methodology of Six Sigma is the

DMADV process. This is used specifically for new products or processes and is also known as Design for Six Sigma (DFSS). The five steps of DMADV are summarized as: Define, Measure, Analyze, Design, and Verify

Six Sigma follows five steps

Define, Measure, Analyze, Improve, and Control. This is sometimes represented as the DMAIC process.

Which Quality Management expert felt that the "system" caused defects, not employees?

Deming

Which of the founders of quality management endorsed the elimination of fear in the organization

Deming

Which of the founders of quality management outlined his strategy for the transformation of management to promote quality methods in 14 points

Deming

Which quality management expert recommended eliminating work standards on the factory floor

Deming

True or False. In an organization that fully implements total quality management, the quality control department maintains sole responsibility for product and service quality.

False

guru that focused on three elements, quality planning, control and improvement.

Juran

What term is used in Six Sigma to describe changes made as errors occur?

Kaizen : Kaizen teams can make rapid changes using ideas from the people who are directly involved in the process.

Improvements are often made through ____________________that can make rapid changes using ideas from the people who are directly involved in the process

Kaizen teams

______________________ current, or "as-is", process performance is accomplished with a process map of the activities performed at each step of the process

Measuring

But the difference from a histogram is that _________________________ always reflect the data in descending order to emphasize the most common occurrences among the data points

Pareto charts

Which component of the Plan-Do-Check-Act cycle involves identifying opportunities for improvement?

Plan

one method that can be used to make that transformation by relating customer needs and expectations to specific design characteristics through a series of grids or matrices

QFD quality function deployment

The perfecting of experiments to create higher quality products and processes is best associated with which quality management expert?

Taguchi

Which Quality Management expert worked with Japan's phone industry to improve its operations

Taguchi

Deming emphasized the importance of training employees to use the tools of statistical process control

True

Is the following statement true or false? The Six Sigma expert uses a project charter to define a problem or improvement opportunity.

True

True or False: A project charter includes all aspects of a project to ensure optimal success

True

True or False: focus groups enable companies to listen to the voice of the customer and learn about customer needs & expectations

True