Quality Management

Match the quality guru with their most-famous definition of quality Deming * Juran * Feigenbaum Crosby Shingo Ohno People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull. Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same. Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes") "conformance to requirements" "a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations. "Fitness for use"

"Fitness for use"

Which of these are traits of medieval guilds?

- Inspection committees which recognized superior products with stamps - Care taken of elderly and infirm members - Quality standards - Master/apprentice caste system

Then put into order the quality issues that senior executives worry about the most, compared to quality professionals. Online/digital security vulnerabilities Counterfeit products in the marketplace Subpar user or customer experience online Need for greater data quality Employee turnover Delays from suppliers in product or service delivery Communication issues with customers Employee competence for future needs Information technology shortfalls/buggy software Wasted or unaccounted resources

1. Online/digital security vulnerabilities 2. Counterfeit products in the marketplace 3. Subpar user or customer experience online 4. Need for greater data quality 5. Employee turnover 6. Delays from suppliers in product or service delivery 7. Communication issues with customers 8. Employee competence for future needs 9. Information technology shortfalls/buggy software 10. Wasted or unaccounted resources

__________ is a statistical technique for determining the existence of differences among several population means. ANOVA Taguchi Circle Deming Cycle Ohno Circle

ANOVA

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Periodically Measuring the Calibration of Instruments All Answer Choices: Internal Failure External Failure Prevention Appraisal

Appraisal

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Test and inspection All Answer Choices: Internal Failure External Failure Prevention Appraisal

Appraisal

Match each of the phases of the Industrial Revolution with its defining characteristic. Craftsmanship - Not a phase of the Industrial Revolution - Productivity emphasized over quality; inspect quality in - Repetitions of simple tasks emphasized over skills - Break apart skills and transfer from masters to less-skilled apprentices - Emphasize both products and processes; results driven by measurements

Break apart skills and transfer from masters to less-skilled apprentices

What tool is also known as the "fishbone" diagram? Cause and effect diagram Run Chart Flow Chart Control Chart

Cause and effect diagram

A ______________ provides a way to collect and tally data points at the locations where the data are generated. The data can be quantitative or qualitative. Histogram Affinity Chart Check Sheet Control Chart

Check Sheet

What tool of the seven basic tools is useful for collecting a set of data points from one or more locations? Histogram Control Chart Check Sheet Affinity Chart

Check Sheet

A time chart designed to display signals or warning of special cause variation is known as a ________________________. Control Chart Flow Chart Run Chart Pareto Chart

Control Chart

Matching: Identify the Quality Guru with their achievement: known for the "Absolutes of Quality Management"

Crosby

Matching: Identify the Quality Guru with their achievement: wrote "Quality is Free"

Crosby

A(n) _________ shows the distribution of values produced by a process. Histogram Control Chart Check Sheet Affinity Chart

Histogram

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Rework All Answer Choices: Internal Failure External Failure Prevention Appraisal

Internal Failure

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Scrap All Answer Choices: Internal Failure External Failure Prevention Appraisal

Internal Failure

Matching: Identify the Quality Guru with their achievement: Created the 7 basic problem solving tools

Ishikawa

Matching: Identify the Quality Guru with their achievement: developed the fishbone diagram

Ishikawa

The birth of the modern total quality movement in the United States came as a direct response to the quality revolution in _____ following _________.

Japan, World War II

Matching: Identify the Quality Guru with their achievement: known for his "quality trilogy"

Juran

Matching: Identify the Quality Guru with their achievement: known for his "universal breakthrough sequence"

Juran

What are four major categories used on a "fishbone" diagram? Materials, Measurements, Management, Mind Power Manpower, Material, Money, Maintenance Manpower, Materials, Methods, Machines Materials, Methods, Money, Machines

Manpower, Materials, Methods, Machines

Match each of the phases of the Industrial Revolution with its defining characteristic. Amalgamation - Not a phase of the Industrial Revolution - Productivity emphasized over quality; inspect quality in - Repetitions of simple tasks emphasized over skills - Break apart skills and transfer from masters to less-skilled apprentices - Emphasize both products and processes; results driven by measurements

Not a phase of the Industrial Revolution

Matching: Identify the Quality Guru with their achievement: father of the Toyota Production System

Ohno

What tool ranks items from the highest to the lowest frequency? Run Chart Pareto Chart Flow Chart Control Chart

Pareto Chart

What tool separates the vital few from the trivial many? Affinity Chart Pareto Chart Flow Chart Histogram

Pareto Chart

___________________ are also known as frequency charts. Control Chart Run Chart Pareto Chart Flow Chart

Pareto Chart

Match the quality guru with their most-famous definition of quality Deming Juran Feigenbaum Crosby * Shingo * Ohno People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull. Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same. Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes") "conformance to requirements" "a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations. "Fitness for use"

People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull.

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Ensuring a design that can be manufactured All Answer Choices: Internal Failure External Failure Prevention Appraisal

Prevention

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Quality planning All Answer Choices: Internal Failure External Failure Prevention Appraisal

Prevention

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Training All Answer Choices: Internal Failure External Failure Prevention Appraisal

Prevention

Match each of the phases of the Industrial Revolution with its defining characteristic. Taylor System - Not a phase of the Industrial Revolution - Productivity emphasized over quality; inspect quality in - Repetitions of simple tasks emphasized over skills - Break apart skills and transfer from masters to less-skilled apprentices - Emphasize both products and processes; results driven by measurements

Productivity emphasized over quality; inspect quality in

Match each of the phases of the Industrial Revolution with its defining characteristic. Factory - Not a phase of the Industrial Revolution - Productivity emphasized over quality; inspect quality in - Repetitions of simple tasks emphasized over skills - Break apart skills and transfer from masters to less-skilled apprentices - Emphasize both products and processes; results driven by measurements

Repetitions of simple tasks emphasized over skills

A ___________ helps show trends or patterns, but cannot tell you if a process is stable. Flow Chart Pareto Chart Run Chart Control Chart

Run Chart

________________ are graphs used to study how data about aspects of a process change over time, without evaluating them against a broader context or analysis. Pareto Charts Flow Charts Control Charts Run Charts

Run Charts

A __________ shows the relationship between two factors. Histogram Ishikawa diagram Fishbone diagram Scatter diagram

Scatter diagram

___________ are commonly set up as a grid allowing for two factors to be recorded at once. Histograms Affinity Charts Scatter diagram Control Charts

Scatter diagram

Pre-hypothesis, hypothesis, experiment, and evaluation are all parts of the approach known as the ________ . Scientific Method ANOVA Ohno Circle Taguchi Circle

Scientific Method

Matching: Identify the Quality Guru with their achievement: created SMED

Shingo

Matching: Identify the Quality Guru with their achievement: created the poka yoke and "zero quality control" concepts (systems over tools)

Shingo

A _______________ is a visual representation of the path an entity (e.g., product, person, material) takes through a production facility or process. Pareto Chart Control Chart Run Chart Spaghetti Diagram

Spaghetti Diagram

Matching: Identify the Quality Guru with their achievement: created the loss function formula

Taguchi

The main differences between the quality of a manufactured product versus a service are:

The quality of the manufactured product is measured against a specification; the quality of the service is measured based on customer reaction and is typically more labor intensive

The US approach to quality, emphasizing not only statistics but approaches that embrace quality in the entire organization, became known as ___________.

Total Quality Management

The concept of quality in products and services can trace its early roots back to ____________________

medieval Europe

Matching: Identify the Quality Guru with their achievement: Wrote the book "Total Quality Control"

Feigenbaum

Matching: Identify the Quality Guru with their achievement: popularized the "hidden factory"

Feigenbaum

The ______ gives a graphical arrangement of potential causes of a problem. Scatter diagram Taguchi diagram Fishbone diagram Histogram

Fishbone diagram

What tool can be used to show process flow? Run Chart Flow Chart Pareto Chart Control Chart

Flow Chart

Managing for quality in organizational processes has been referred to as ________ while managing product quality has been referred to as ___________.

big Q, little q

Match the quality guru with their most-famous definition of quality * Deming* Juran Feigenbaum Crosby Shingo Ohno People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull. Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same. Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes") "conformance to requirements" "a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations. "Fitness for use"

"a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations.

Match the quality guru with their most-famous definition of quality Deming Juran Feigenbaum * Crosby * Shingo Ohno People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull. Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same. Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes") "conformance to requirements" "a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations. "Fitness for use"

"conformance to requirements"

Match the quality guru with their most-famous definition of quality Deming Juran Feigenbaum Crosby Shingo *Ohno* People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull. Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same. Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes") "conformance to requirements" "a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations. "Fitness for use"

Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes")

Matching: Identify the Quality Guru with their achievement: created 14 points

Deming

Matching: Identify the Quality Guru with their achievement: created 14 points wrote "Quality is Free" developed the fishbone diagram known for the "Absolutes of Quality Management" known for his "universal breakthrough sequence" created SMED known for his "quality trilogy" Created the 7 basic problem solving tools father of the Toyota Production System popularized the "hidden factory" created the loss function formula created the poka yoke and "zero quality control" concepts (systems over tools) Wrote the book "Total Quality Control" PDSA Cycle

Deming

In the 1920s, the Scientific Method was simplified into the worker-friendly process we call the ____________ . Ohno Circle Taguchi Circle ANOVA Deming or Shewhart Cycle

Deming or Shewhart Cycle

Match each of the phases of the Industrial Revolution with its defining characteristic. Statistical Process Control - Not a phase of the Industrial Revolution - Productivity emphasized over quality; inspect quality in - Repetitions of simple tasks emphasized over skills - Break apart skills and transfer from masters to less-skilled apprentices - Emphasize both products and processes; results driven by measurements

Emphasize both products and processes; results driven by measurements

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Returns All Answer Choices: Internal Failure External Failure Prevention Appraisal

External Failure

With reference to Cost of Quality (Prevention, Appraisal, Internal Failure, and External Failure), write the type of cost in the right column for the action or characteristic listed in the left column. The costs can be used more than once. Recalls All Answer Choices: Internal Failure External Failure Prevention Appraisal

External Failure

___________ means how well the product or service meets the specifications determined by designers.

Quality Conformance

The functions at left are associated with which Quality Trilogy elements at right? Detect quality excursions

Quality Control

The functions at left are associated with which Quality Trilogy elements at right? Troubleshoot process

Quality Control

The discipline by which quality characteristics are embedded into the product or service is known as ________.

Quality Design

The functions at left are associated with which Quality Trilogy elements at right? Reduce quality deficiencies

Quality Improvement

Juran and Gryna identified 3 groupings of quality activities, known as the Juran Trilogy. Which of the following items are not in the Juran Trilogy?

Quality Management

The functions at left are associated with which Quality Trilogy elements at right? Not an element of the Quality Trilogy

Quality Management

The functions at left are associated with which Quality Trilogy elements at right? Design product

Quality Planning

The functions at left are associated with which Quality Trilogy elements at right? Determine customer needs

Quality Planning

The functions at left are associated with which Quality Trilogy elements at right? Develop process to meet goals

Quality Planning

The functions at left are associated with which Quality Trilogy elements at right? Identify customers

Quality Planning

Match the quality guru with their most-famous definition of quality Deming Juran * Feigenbaum * Crosby Shingo Ohno People first. Seeking perfection. Embracing scientific thinking. Improving flow and pull. Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same. Daily improvements, minimizing (optimizing) inventory ("Just In Time"), reducing waste (the "7 Wastes") "conformance to requirements" "a predictable degree of uniformity and dependability with a quality standard suited to the customer." Roughly, meeting or exceeding customer expectations. "Fitness for use"

Quality is the customer's perception of what quality is, not what a company thinks it is. Quality and cost are the same.

If quality is built into the product properly, then _____ can be greatly reduced.

after-the-fact inspection