quality (juran's definition) correct answers fitness for use as the product is designed to be used
who defines quality? correct answers the customer
quality management correct answers not owned by any functional area, it is cross functional
fedex and quality correct answers -1-10-100 rule
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quality (juran's definition) correct answers fitness for use as the product is designed to be used
who defines quality? correct answers the customer
quality management correct answers not owned by any functional area, it is cross functional
fedex and quality correct answers -1-10-100 rule
-1: if caught and fixed as soon as it occurs, it costs a certain amount of time and money to fix
-10: if caught later in different department or location, it costs 10x as much to fix
-100: if mistake is caught by the customer, it costs 100x as much to fix
product quality dimensions correct answers -product based: found in the product attributes
-user based: if customer is satisfied
-manufacturing based: conforms to the specs
-value based: perceived as providing good value for the price
dimensions of quality (garvin) correct answers 1. performance: basic operating characteristics
2. features: extra items added to basic features
3. reliability: probability product will operate over time
4. conformance: meeting pre-established standards
5. durability: life span before replacement
6. serviceability: ease of getting repairs, speed and competence of repairs
7. aesthetics: look, feel, sound, smell or taste
8. safety: freedom from harm
9. other perceptions: subjective perceptions based on brand name, advertising, etc.
service and quality correct answers 1. time and timeliness: customer waiting time, completed on
time
2. completeness: customer gets all they asked for
3. courtesy: treatment by employees
4. consistency: same level of service for all customers
5. accessibility and convenience: ease of obtaining service
6. accuracy: performed right every time
7. responsiveness: reactions to unusual situations
quality of conformance correct answers ensuring product/service is produced according to design
quality philosophers (notecard) correct answers -walter shewhart: statistical process control
-w. edwards deming: deming's 14 points
-joseph juran: strategic and planning based
-armand fiegenbaum: total quality control "entire business must be involved in quality
improvement"
deming's 14 points correct answers -don't need to know what the points are!!!
, -these points were the foundation for most quality management programs
six sigma correct answers -quality management program that measures and improves the
operational performance of a company by identifying and correcting defects in the company's
processes and products
1. define
2. measure
3. analyze
4. improve
5. control
-made famous by GE...40% of GE executives' bonuses are tied to six sigma implementation
malcolm baldrige national quality award correct answers -category 3: determine requirements,
expectations, preferences of customers and markets
-category 4: what is important to the customer and the company; how does company improve
total quality management correct answers 1. customer defined quality
2. top management leadership
3. quality as a strategic issue
4. all employees responsible for quality
5. continuous improvement
6. shared quality control
7. training and education for all employees
strategic implementation of total quality management correct answers -quality is key to effective
strategy
-clear strategic goal, vision, mission
-high quality goals
-operational plans and policies
-feedback mechanism
-strong leadership
cost of achieving good quality correct answers -prevention: planning, product design, process,
training, information
-appraisal: inspection and testing, test equipment, operator
cost of poor quality correct answers -internal failure costs: scrap, rework, process failure, process
downtime price-downgrading
-external failure costs: customer complaints, product return, warranty, product liability, lost sales
employees and quality improvement correct answers -employee involvement
-quality circles
-process improvement teams
-employee suggestions
cause and effect diagram correct answers -finds the root of quality issue
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