Exam 1
Deming's plan for quality management consisted of __________ points?
14
What year was did Deming and Juran introduce quality management to Japan?
1950
For a theory to be complete, it must have ___________ elements.
4
What are the three standards of ISO 9000:2015?
9000 - Quality Management systems: fundamentals and vocabulary 9001 - specific requirements of the standard 9100 - International Standard for environmental compliances 9004 - Managing for the sustained success of an organization
GenichI Taguchi is responsible for the Taguchi method that entails:
A basis for determining the relationship between controllable product or service design factors and outcomes of a process
If Quality Control means not allowing bad products get to the customers, and Quality Assurance is performing quality work correctly the first time, what is Quality management?
A combination of both quality assurance and quality work
What is a CAD system?
Computer-aided design systems with tools that can greatly improve the ability of designers to generate new and varied designs by simplifying the design process
The ________ of an organization refer to guiding principles that simplify decision making in that organization.
Core Values
The seven principles of ISO 9000:2015
Customer focus Leadership Engagement of people Process approach Improvement Evidence-based decision making Relationship management
Genichi Taguchi
Definition of quality - Reference Point quality loss function concept of robust design
What are some Design methodologies
Design for Manufacturing Design for Maintainability Design for Reliability
What is the Human Resources Perspective?
Employee Empowerment Organizational Design Job Analysis
All of the following are Baldrige Award criteria EXCEPT:
Experience
What does FMEA stand for?
Failure modes and effects analysis
T/F Theories can be established in at least three ways.
False
Which of the following involves the nature, direction, and extent of the relationship among the variables in a theory?
How
Which ISO focuses on environmental impact?
ISO 14000
_______________ sets international standard for environmental compliance.
ISO 14000
What two ways are theories are established?
Induction - observation & description Deduction - experiment & test
Who was more towards a Statistic base approach?
Juran & Deming
_______ focuses on planning, control, and improvement.
Juran's Trilogy
Juran teaches that improvement in organizations is accomplished on a ________ basis.
Kaoru Ishikawa
Which is a criterion for the Baldrige Award?
Leadership
Managing Quality for the Multinational Firm refer____
Licensing
The ______________ award is one of the most powerful self-assessment mechanisms for measuring a firms quality improvement performance.
Malcom Baldridge
Joseph Juran
More strategic and planning based Believed quality issues come from insufficient and ineffective planning Must revise strategic planning process
Which of the following are components of the Japanese TQC
N = 2 technique total involvement of workforce in-process inspection none of the above
How many steps are in the Design Process?
Nine
What is the efficiency with which a product achieves its intended purpose?
Performance
Quality management is known as three spheres of quality, what are the three?
Quality control, Quality assurance, Quality Management
Which is not one of the three spheres of quality?
Quality design
Which of the following refers to the ease of repair for a product?
Serviceability
Which sourcing approach does Deming's 14 points promote?
Single source purchasing
What was Deming's thinking based on for continual improvement?
Statistics
All dimensions are product quality, EXCEPT:
Tangibles
What is the physical appearance of the service facility, the equipment, the personnel, and the communication materials?
Tangibles
Which of the following is NOT a product quality dimension?
Tangibles
Which of the following is not a category/component in David Garvin's list of product quality dimensions?
Tangibles
_______ is open to small and large firms in the manufacturing, healthcare, education, not-for-profit, and service sectors.
The Baldrige Award
What is not one of Shingo's seven wastes?
Time
Computer-aided design system (CAD) is that helped the corporate world get into the digital world.
True
T/F Control, in Juran's trilogy, involves gathering data about a process to ensure the process is consistent.
True
Between Crosby, Juran and Deming what was one thing they did not all agree on in their points of quality management?
Zero defects
Which of the following Baldrige criteria focuses on how a firm assesses the relative importance of product or service features to the customer?
customer focus
Which of the following is the equation for absolute weight generally used by the QFD team?
customer importance X target value X sales point
This are parts of the information collected for job analysis EXCEPT
effectiveness
Which of the following is not one of Garvin's eight quality dimensions?
efficiency
A service provider that consistently provides caring, individualized attention to its customers would score high on the ________ dimension of service quality.
empathy
Which of these is not a part of the product life cycle?
extinguish
The ________ component of a CAD system allows for the cataloging and standardization of parts and components for complex products.
group technology
According to the ________, there is a point at which investment in quality improvement will become uneconomical.
law of diminishing marginal returns
A productive system whose focus is on optimizing processes through the philosophy of continual improvement is called ________.
lean manufacturing
Baldrige Performance Excellence Award
most powerful self assessment mechanisms Process: Eligibility determination from the National Institute of Standards and Technology (NIST) Baldrige scoring Baldrige examiners
A term used to depict state quality award programs that include two levels: a top level based on the full-Baldrige approach and a second level based on the Baldrige-lite approach.
multilevel approach
What are the three aspects of Juran's trilogy?
planning, control, and improvement
A major goal of product traceability and recall procedures is to be able to ________.
trace products with a minimum cost
Baldrige Performance Excellence Award 7 categories:
1 Leadership 2 Strategic Direction and Tactical Action Plans 3 Customer Focus 4 Measurement, Analysis, and Knowledge Management 5 Workforce 6 Operations 7 Operational and Business Results
What are W Edwards Deming's 14 points?
1) Create constancy of purpose toward improvement of product and service with the aim to become competitive, stay in business, and provide jobs. 2) Adopt a new philosophy. We are in a new economic age. 3) Cease dependence on mass inspection to improve quality. 4) End the practice of awarding business on the basis of price tag alone. 5) Improve constantly and forever the system of production and service to improve quality and productivity, and thus constantly decrease cost. 6) Institute training on the job 7) Improve leadership 8) Drive out fear so that everyone may work effectively for the company. 9) Break down barriers between departments. 10) Eliminate slogans, exhortations, and targets for the workforce that ask for zero defects and new levels of productivity. 11) Eliminate work standards on the factory floor. 12) Remove barriers that rob workers of their right to pride in the quality of their work. 13) Institute a vigorous program of education and self-improvement. 14) Put everybody in the company to work to accomplish the transformation.
Kaoru Ishikawa believes that ____ of problems can be solved with the 7 tools of quality.
95%
Which of the following is considered an engineering perspective?
Applying mathematical problem-solving skills and models to the problems of business and industry
Who established the three-step process of quality leadership, quality technology, and organizational commitment?
Armand Feigenbaum
Which of the following is not part of product quality dimensions?
Assurance
___________ refers to the knowledge and courtesy of employees and their ability to inspire trust and confidence.
Assurance
Philip Crosby
Author "Quality is free" Emphasized zero defects approach human resource similar to Deming
Kaoru Ishikawa
Believer in tranning for quality improvement developed the seven tools of quality (B7) democratizing statistics coined "company wide quality control"
Baldrige Performance Excellence Award 4 criteria focuses on:
Business results non prescriptive and adaptable company wide alignment goal based diagnosis
The Contingency theory assumes there is no theory or method for operating business that can be applied in all instances because:
Businesses differ in key areas such as mission, core competence, culture, etc
The process underlying Statistical Process Control (SPC) is:
C. Shewart's Control Process
What are a system ties up with CAD/CAM system?
CAT
What are the five areas of FMEA?
Concept Process Design Service Equipment
In 1972, Congress created the ________ to protect citizens from unreasonable risks of injury and death due to defective products or components.
Consumer Product Safety Commission
Categories for the Baldrige Award
Customer Focus Leadership Strategic Direction and Tactical Action Plans
________ describes a method for translating customer requirements into functional design.
Customer future projection
The ________ for quality was established in 1951 by the Japanese Union of Scientists and Engineers.
Deming Prize
________ means to design products so that they are cost-effective and simple to build.
Design for manufacture
Which of these Product Quality Dimensions deals with testing the stress of trauma?
Durability
Of these listed which is not include in Deming's 14 point?
Eliminate low productive workers
What is the final step in failure modes and effects analysis?
Eliminate or reduce highest risks
Which of these is not a quality of Chinese quality management?
Emphasis on waste reduction
When moving decision making to the lowest level possible in the organization what approach do you use?
Employee Empowerment
Which of the following is a process that CAD systems are used in?
Engineering Analysis
Which one of these are part of technology design?
Engineering analysis
What is the focus of ISO 14000
Environmental compliance
T/F Constancy of purpose means that management commits resources in order to achieve quick returns and bottom-line results.
False
T/F Marketing, management, research and development (R&D), Employee suggestion is a External Sources.
False
Which is not traditionally considered an element of the paradigm of Quality Control?
Focus on education and training
For which of the following processes are CAD systems used?
Geometric modeling Engineering analysis Design review and interference checking Automated drafting
Why has the applications decreased for Baldric award?
Hard to win & increase in state awards
Which of these is not a step in Six Sigma?
Inspect
Edwards Deming is known for introducing quality management in __________ in the 1950's.
Japan
Who came up with the 80/20 rule?
Juran
____________ identified three basic processes that are essential to improve quality.
Juran
________ allows foreign firms to sell in restricted markets while using the design of the original designer.
Licensing
According to Ishikawa's 11 Points, ideal quality is when_____.
No inspection is necessary
The dimensions of quality?
Performance Features Reliability Conformance Durability Serviceability Aesthetics Perceived Quality Tangibles Service Reliability Responsiveness Assurance Empathy
Which of the following are the different State Baldrige Award approaches:
Planning
Which of these is not included in Product Quality Dimensions?
Preference
Which of the following applies mathematical problem solving skill and model to the problem of business and industry?
Probability Theory
Which of the following is not one of the Lean Wastes'?
Process
What is the first step of Design Process?
Product idea generation
Which is similarity between Product Quality and Service Quality Dimensions?
Reliability
________ refers to the propensity for a product to perform consistently over its useful design life.
Reliability
In addition to Deming, Juran and Crosby, who else contributed to quality methods?
Robert C. Camp
Robert Camp Stephen R Covey Michael Hammer & James Champy
Robert Camp - Benchmarking Stephen R Covey - author "7 habits of highly effective people" Michael Hammer & James Champy - Deductive reasoning & reengineering
What are the steps in the design process?
Step 1: Product idea generation Step 2: Customer future needs projection Step 3: Technology selection for product development Step 4: Technology development for process selection Step 5: Final product definition Step 6: Product marketing and supply chain preparation Step 7: Product design and evaluation Step 8: Manufacturing system design Step 9: Product manufacture, delivery, and use
What is the planning process used by an organization to achieve a set of long-term goals.
Strategy
________ refers to the planning processes used by an organization to achieve a set of long-term goals.
Strategy
Strategic Management Perspective
Strategy - planning process for longterm goals Mission - Why it exists Core Values - guiding principles
What is the definition of "who" of the four elements of theory?
The aspects that place contextual boundaries on the theory
A coherent group of general propositions used as principles of explanation for a class of phenomena is referred to as a(n) ________.
Theory
A coherent group of general propositions used as principles of explanation for a class of phenomena is what?
Theory
Which of the following is NOT a similarity between Deming, Juran, and Crosby's approach to quality?
They all focus on a statistical approach
Armend Feigenbaum
Three-steps to improve quality leadership technology organizational commitment
T/F Quality Function Deployment is a method for translating customer requirements into functional design
True
Global supply chain models:
Upsteam processes - Suppliers Core processes - Traditionals process Downstream Processes - Customers
_____ refers to all activities involving interaction with suppliers.
Upstream Processes
Aspects of Japanese Total Quality Control
Visibility In-process inspection N = 2 technique - rather then sampling Total involvement of the workforce The Five Ss Preventive maintenance
What are some of Shingo's Seven Wastes?
Waste of Stocks Waste of Motion Waste of Waiting
Which of the following is not one of Shingo's seven wastes?
Waste of memory
Shingo's seven wastes?
Waste of overproduction Waste of waiting Waste of transportation Waste of processing itself Waste of stocks Waste of motion Waste of making defective products
Which is not one of Shingo's 7 wastes?
Waste of space
What is the four elements of theory?
What How Why Who-Where-When
Which are the 4 elements of Quality Theory?
What? Why? How? Who? Where? When?
In Taguchi's terms, ideal quality refers to
a reference point for determining the quality level of a product or service
The N=2 technique is an alternative to ________.
acceptance sampling
Robert C. Camp is the principle pioneer of ___________, the sharing of information between companies so that both can improve.
benchmarking
What are the five basic areas of a failure modes and effects analysis (FEMA)?
concept, process, design, service, equipment
Teams comprised of people from various disciplines are a primary component of ________, which involves product and process design steps occurring simultaneously.
concurrent engineering
Which of the following is not one of Parasuraman, Zeithamel, and Berry's dimensions of service quality?
contiguity
The role of marketing in design has been to bring the voice of the ________ into the design process.
customer
Which of the following is not a quality management principle underlying ISO 9000:2015?
dedication
The operations management view of quality is rooted in the ________ approach.
engineering
A method of manufacturing that minimizes waste and pollution is referred to as ________.
green manufacturing
The basis of the Baldrige model is ________.
information and analysis
What is Marketing Perspective?
marketing - activities involved with directing the flows of products and services from producer to customer Customer relationship management - satisfying the customer and delivering value to the customer Perceived quality - the customers view of quality
Which of the following is a category of the European Quality Award?
partnerships and resources
The ________ stage of the product development process requires definition of the product architecture, the design, production, testing of subassemblies, and testing of the system for production.
product design and evaluation
During the ________ stage of the project development process, external and internal sources brainstorm new concepts.
product idea generation
The focus of ISO 9000:2015 is to ________.
provide a standardized format for firms to document their quality systems in order to facilitate trade
What are the three steps proposed by Feigenbaum to improve quality?
quality leadership, quality technology, and organizational commitment
From an engineering perspective, engineers are primarily interested in ________.
taking a strategic management approach to solving problems
Which of the following approaches to quality is influenced by a culture of waste reduction due to limited natural resources and high importing costs?
the Japanese approach
What is the primary contribution of Genichi Taguchi?
the quality loss function and the concept of robust design
What is the primary contribution of Philip Crosby?
the zero-defects approach to quality improvement
