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QDM Exam 2 Prep Questions And Answers With Verified Quiz
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QDM Exam 2 Prep Questions And Answers With Verified Quiz
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QDM Exam 2 Prep Questions And Answers WithVerified Quiz
Quality definition ability of a product/service to meet consumer's needs
3 Categories of Quality 1. User Based
2. manufacturing based
3. product based
Conformance to specification Did product/service meet targets tolerances (M&M size)
value of price paid were expectations met baed on price
(McDicks vs. steak dinner)
fitness for use A product that can be used as it was intended
support services how were problems handled after sale?
(was car fixed after mechanic?)
Psychological benefit How did I "feel" about experience
(time at disney or anti disney)
Cost Of Quality - Quality Control Cost (prevention)
-Quality Failure cost (internal and external failures) *costs more
Founder of Total Quality Management W. Edwards Deming
TQM definition management of an entire organization so that it excels in all aspects of products and
services that are important to the CUSTOMER
, Russ's Approach to TQM: -Identify root cause: ask "why" 5 times
-implement corrective actions to fix and prevent
7 TQM Concepts 1. continuous improvement (kaizen)
2. Six Sigma
3. Employee Empowerment
4. Benchmarking
5. Just-in-time (JIT)
6. Taguchi Concepts
7. TQM tools
Kaizen Plan - Do - Study - Act cycle
Six Sigma -structured approach to process improvement
-DMAIC Model: Define, Measure, Analyze, Improve, Control
Benchmarking getting best practices from other places and use for own
Just-in-time Inventory produce goods as needed - lowers inventory levels, improves quality, lowers costs
(Ship in high water)
Taguchi Concept Target "best" quality rather than a wider range of just "good"
7 tools in TQM Tool Box 1. check sheet
2. scatter diagram
3. cause-and-effect
4. pareto chart
5. flowchart
6. histogram
7. SPC Chart
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