Quality Principles

What is the goal of the Shewhart cycle?

- Continually look for a better method of doing things. - Do things right the first time. - Capture the positive, negative, and interesting ideas presented. - Inherent reproducibility of the product turned out by a process. •The goal of the PDCA cycle is to continuously search for ways to improve the way things are done.

Deming wrote his 14 points of total quality management implementation. What was his reasoning behind point number 10, "Eliminate slogans, exhortations, and targets for the workforce."?

- It's not the people who make most mistakes; it's the process they are working within. - These things have a negative impact on employee morale. - These things do not contribute directly to customer satisfaction. - Such things are too expensive and add little value. •Deming's 10th point is, "It's not people who make most mistakes, it's the process they are working within."

What are the universal processes that make up the Juran trilogy?

- Quality planning, quality control, and quality improvement. - Quality planning, quality management, and quality improvement. - Quality planning, quality assurance, and quality improvement. - Quality analysis, quality planning, and quality assurance. •Quality planning, quality control, and quality improvement are the three interrelated processes of the Juran trilogy.

Which of the following statements best explains Phillip B. Crosby's claim that "quality is free"?

- The total benefit to society of improved quality is more than the cost incurred in achieving it. - Cost incurred in maintaining and improving quality can be reclaimed from suppliers. - Doing it right the first time is less expensive than cost incurred in detecting and dealing with defects. - Customers delighted with quality will pay more for products and services. •Doing it right the first time is Crosby's rationale for quality.

What is the purpose of the cause and effect diagram?

- To establish priorities by dividing contributing effects into the vital few and the useful many. - To represent a sequence of steps needed to produce some output. - To organize and display the interrelationships of various theories of root cause of a problem. - To chart the relationship between two variables to determine whether there is a correlation between them. •A cause and effect diagram, also known as an Ishikawa diagram, is used to organize and display the interrelationships of various theories of the root cause of a problem.

Which of the following activities is addressed in the "do" phase of the PDSA cycle? 1.Verifying the proposed process change will give the desired result by conducting a study. 2.Identify the opportunity and create a plan to address it. 3.Analyze the results of the study conducted on the proposed changes and identify the key learnings. 4.If the change did not work based upon the study results, go back through the cycle. If the change produced the desired result, implement the change across all related processes.

1 - Once the process in question has been analyzed and a plan has been developed for improvement, that plan is tested in a small sample to ensure positive results.

Which quality guru wrote the book titled Quality Is Free?

Armand Feigenbaum Philip B. Crosby Joseph M. Juran W. Edwards Deming •Crosby wrote the book Quality Is Free. By this phrase, Crosby indicated that preventing defects saves money that would otherwise have been wasted on poor quality through inspection, rework, warranty returns, and lost customer satisfaction.

Drive out fear" is part of the 14 points of management developed by which of the following quality gurus?

Crosby Feigenbaum Deming Juran •"Drive out fear" is part of Deming's 14 points of implementing total quality management.

The four absolutes of quality are part of which quality guru's contribution to the philosophy of quality?

Crosby Ishikawa Deming Shewhart •Crosby developed the four absolutes of quality: 1. Conformance to requirements is the only definition of quality, 2. What causes quality is prevention, not appraisal, 3. Zero defects is the only acceptable performance standard, and 4. The price of nonconformance is how quality should be measured

What did Dr. Deming call the PDCA cycle?

DMAIC 8D Shewhart cycle PDSA Cycle •Since Deming was an apprentice to Shewhart, he referred to his improvement cycle of PDCA as the Shewhart cycle

Management commitment, education and training, measurements, cost of quality, quality awareness, corrective action, zero defects, goal setting, and recognition are steps to quality improvement proposed by which quality guru?

Deming Crosby Juran Ishikawa •Crosby believed that each of his proposed steps for quality improvement were critical to the successful implementation of a quality improvement system in an organization.

The quality philosophy based on planning, control, and breakthrough (quality improvement) is associated with which person?

Dr. Joseph Juran Dr. W. Edward Deming Dr. Phillip Crosby Thomas Pyzdek •In Juran's trilogy, quality planning provides a system that is capable of meeting quality standards. Quality control is used to determine when corrective action is required. Quality improvement (breakthrough) seeks better ways of doing things.

Which of the following quality professionals developed the cause and effect diagram?

Dr. Kaoru Ishikawa Dr. Joseph Juran Dr. Genichi Taguchi Dr. Edward Deming •Dr. Kaoru Ishikawa developed the diagram in the 1950s. It is also referred to as an Ishikawa diagram or a fishbone diagram

Which of the following quality tools can be used to find and organize the causes of variation and identify possible relationships between them?

Histogram Pareto analysis Scatter diagram Ishikawa diagram •Ishikawa diagrams are used to organize and display the interrelationships of various theories of the root cause of a problem

In Juran's trilogy, quality improvement is intended to drive chronic waste to a level far below the original level. Which of the following steps occurs during quality improvement?

Identify the improvement projects. Evaluate actual performance. Compare actual performance with quality goals. Determine the needs of the customer. •"Identify the improvement projects" is the third step under quality improvement in Juran's trilogy.

Who is credited with organizing the seven quality tools?

Kaoru Ishikawa Armand V. Feigenbaum W. Edwards Deming Philip B. Crosby •Ishikawa is credited for organizing the seven quality tools.

Which of the following is a part of the "profound knowledge" system developed by Deming?

Knowledge about central tendency. The psychology of change. Appreciation of employees. Theory of forecasting. •The "psychology of change" is a component of profound knowledge. Deming's ideas are based on 14 points of management including working with joy, managing without fear, and knowledge of variation

How does Dr. Crosby define quality?

Meeting customer needs and wants. Conformance to requirements. Fitness for use. Best for the customer use and selling price. •According to Crosby, quality is conformance to requirements.

Juran's trilogy is a road map for organizations to follow as they work to achieve quality objectives. The key components of the trilogy are quality planning, quality control, and:

On-the-job training. quality improvement. quality inspection. accept zero defects as a standard of performance. •Juran believed that implementing quality improvement would raise quality to higher and higher levels.

"Modify implementation plan if necessary" is an activity of which PDCA phase?

Plan Do Act Check •The three activities under "check" are monitor progress of implementation plan, modify implementation plan if necessary, and monitor results of countermeasures.

What are the steps of the process improvement cycle developed by Walter Shewhart?

Plan, check, do, control Plan, improve, check, do Plan, do, check, act Define, do, check, act •Plan, do, check, act (PDCA) was developed by Walter Shewhart.

Which process of Juran's trilogy deals directly with the cost of poor quality?

Quality planning Quality inspection Quality control .Quality improvement •Quality planning is where cost of poor quality resides.

To what concept is Crosby's book Quality Is Free devoted?

Zero defects Quality awareness Tracking cost of quality Quality without tears Quality Is Free is Crosby's first book devoted to the concept of zero defects.

A quality tool that can be used to identify possible causes of a problem or effect, and sort them into useful categories is called a:

control chart. Pareto chart. fishbone diagram. scatter diagram. •Dr. Ishikawa developed the fishbone diagram, also referred to the Ishikawa diagram and cause and effect diagram. Utilizing brainstorming to identify possible causes of an event or problem, and then sorting them into categories that aid in analysis. It is a useful tool for root-cause analysis.

Crosby is known for the concepts of "do it right the first time" and:

plan, do, study, act. vital few statistical process control. zero defects •Crosby's philosophy brought two key concepts in the 1980s for the quality revolution, "do it right the first time" and "zero defects."