Quality Management Exam 1Questions
and answer
TQM
Total Quality Management
BPR
Business Process Re-Engineering
Reputation
Based on quality, reliability, price, and delivery. Organizations practically compete on
reputation.
"On-Quality, On-Time, On-Cost". Once an organization acquires a poor reputation for
product or service, it takes a very long time to change it.
Reputations can quickly become national.
Management of competitive weapons, like quality, can be used to turn around a poor
reputation.
Easily destroyed and hard to change.
Quality
Quality starts with understanding customer needs and ends when those needs are satisfied.
Used to signify excellence of a product or service. Meeting the customer requirements.
Quality Chains (Customers and Suppliers)
The internal customer/supplier relationships. Must be managed by interrogation using a set
of questions at every interface
Quality of Design
A measure of how well the product or service is designed to achieve the agreed
requirements
Quality of Conformance to Design
The extent to which the product or service achieves the design
What questions should be asked by quality chain members (Customers)
-Who are my immediate customers?
-What are their true requirements?
-How do or can I find out what the requirements are?
, -How can I measure my ability to meet the requirements?
-Do I have the necessary capability to meet the requirements? (If not, then what must
change to improve the capability?)
-Do I continually meet the requirements? (If not, then what prevents this from happening,
when the capability
exists?)
-How do I monitor changes in the requirements?
What questions should be asked by quality chain members (Suppliers)
-Who are my immediate suppliers?
-What are my true requirements?
-How do I communicate my requirements?
-How do I, or they, measure their ability to meet the requirements?
-Do my suppliers have the capability to meet the requirements?
-Do my suppliers continually meet the requirements?
-How do I inform them of changes in the requirements
What are the different types of requirements that a product or process may have to meet?
SIPOC- suppliers, inputs, process, outputs, customers.
Quality Control
The employment of activities and techniques to achieve and maintain the quality of a
product, process or service.
Quality Assurance
The prevention of quality problems through planned and systematic activities.
Sipoc Outputs
Products, Services, information, and paperwork
Requirements
A single statement of something the product or service must do
Specifications
Made up of several requirements. A detailed description of the design and materials used to
make something.
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