NSG 434 Exam 1 QUESTIONS AND DETAILED ACCURATE ANSWERS 2023/2024

NSG 434 Exam 1 QUESTIONS AND DETAILED ACCURATE ANSWERS 2023/2024 What is the definition of quality? - correct answer Meeting or exceeding customer requirements and expectations Evolution of quality (in order) - correct answer Inspection -- Statistical Quality Control -- Taguchi Methods -- TQM -- 6 sigma Definitions of quality (products) - correct answer Performance, Aesthetics, Convenience, Safety, Reliability, Durability, Perceived quality, Service after sales Definitions of quality (services) - correct answer Tangibles, responsiveness, convenience, safety, reliability, time taken to provide service, assurance, courtesy Quality advocates - correct answer Shewhart, Deming, Juran, Ishikawa, Crosby Deming - correct answer 14 points, PDSA, Father of Quality management PDSA - correct answer Plan, do, study, act Shewhart - correct answer common and special cause variation, SPC. First person to encourage use of easy to use statistics to remove variation SPC - correct answer Statistical process control Juran - correct answer quality trilogy systems approach. Quality planning, control and improvement Crosby - correct answer quality is free if there are zero defects and you do everything right the first time. lack of quality is costly. spending money to reduce waste or improve efficiency saves in the long run Ishikawa - correct answer 7 tools of quality control and assurance 7 Ishikawa tools - correct answer Flow charts, check sheets, histogram, pareto analysis, scatter diagram, control chart, fishbone diagram Malcolm Baldrige Award - correct answer foster competitveness, manufacturing, service, and small business Demings prize - correct answer SQC (statistical quality control) What is control? - correct answer define, measure, compare, evaluate, correct, monitor 5W2H - correct answer who, what, when, where, why, how, mow much What all is involved with TQM? - correct answer Worker empowerment, responsibility is shared throughout, and little financial accountability What definitions of quality are of the least prominence? - correct answer Convenience, Safety, and Reliability fishbone diagram is also known as _______ - correct answer root cause analysis What is quality? - correct answer Conformance to requirements or specifications/ the ability of a product or service to consistently meet or exceed customer expectations 4 m's - correct answer Measurement, machine, method, materials 4 types of QMS - correct answer total quality management, ISO 9000, QS 9000, ISO 14000 What is Walter Shewhart's idea? - correct answer once the process is under control, future performance can be predicted within limits based on past performance common cause variation - correct answer normal process fluctuations (inherent to the process)