Total Quality Management

The dimension of design quality that concerns secondary characteristics is which of the following? Multiple Choice Features Correct Perceived quality Serviceability Reliability Reputation Explanation See Exhibit 12.2: The Dimensions of Design Quality. Features: Added touches, bells and whistles, secondary characteristics. A quality guru named Joseph M. Juran defined quality as fitness for use. True or False True Correct False Explanation In Exhibit 12.1, Juran is identified as the one who defined quality as fitness for use. An operational goal of total quality management is ensuring that the organization's systems will never produce a defective product or service. True or False True False Correct Explanation Total quality management has two fundamental operational goals: 1. Careful design of the product or service. 2. Ensuring that the organization's systems can consistently produce the design. The philosophical leaders of the quality movement, Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had the same general message about what it took to achieve outstanding quality. Which of the following was not part of that message? Multiple Choice Continuous improvement Customer focus Total involvement of the workforce Leadership from senior management Quality is free Correct Explanation The philosophical leaders of the quality movement, notably Philip Crosby, W. Edwards Deming, and Joseph M. Juran, had slightly different definitions of what quality is and how to achieve it, but they all had the same general message: To achieve outstanding quality requires quality leadership from senior management, a customer focus, total involvement of the workforce, and continuous improvement based upon rigorous analysis of processes. Which of the following are not eligible to be considered for the Baldrige Award? Multiple Choice Health care organizations Nuclear power plants Small businesses Educational institutions State highway patrol organizations Correct Explanation Up to 18 awards total may be given annually in these categories: manufacturing, service, small business, education and health care, and not-for-profit. The Malcolm Baldrige National Quality Award is given to organizations that have done which of the following? Multiple Choice Most significantly improved their product quality levels. Have a world-class quality control function. Instituted a Six-Sigma approach to total quality control. Demonstrated a high level of product quality. Demonstrated outstanding quality in their products and processes. Correct Explanation The award is given to organizations that have demonstrated outstanding quality in their products and processes. A quality guru named Joseph M. Juran is well known for his program structured around "14 points" for management. True or False True False Correct Explanation In Exhibit 12.1, Deming is identified as having 14 points for management. The dimension of design quality that concerns the sensory characteristics of the product is which of the following? Multiple Choice Serviceability Reputation Aesthetics Features Perceived quality Correct Explanation See Exhibit 12.2: The Dimensions of Design Quality. Aesthetics: Sensory characteristics (sound, feel, look, and so on). A process that is in Six-Sigma control will produce no more than two defects out of every million units. True or False True False Correct Explanation A process that is in Six-Sigma control will produce no more than two defects out of every billion units. Cause and effect diagram(choose the most inclusive answer.) Multiple Choice is also referred to as opportunity flow diagram is one of the analytical tools in DMAIC analysis is also referred to as fishbone diagram B and D Correct is also referred to as Show cause diagram Explanation B and D are true and hence the best choice is E. A Pareto chart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? Multiple Choice Control Improve Analyze Measure Correct Define Explanation Pareto charts help to break down a problem into the relative contributions of its components. (See also Exhibit 12.5.) A flowchart as part of a Six-Sigma quality improvement process might be found in which DMAIC category? Multiple Choice Define Correct Measure Improve Control Analyze Explanation Flowcharts. There are many types of flowcharts. The one shown in Exhibit 12.5 depicts the process steps as part of a SIPOC analysis. SIPOC, in essence, is a formalized inputoutput model, used in the define stage of a project. An opportunity flow diagram is used to separate the value-added from the non-value-added steps in a process. True or False True Correct False Explanation Opportunity flow diagram is used to separate value-added from non-value-added steps in a process. Design of experiments is a statistical methodology often used in SixSigma projects. It aims to accomplish which of the following? Multiple Choice Report defects to management on a Pareto chart. Keep careful track of the occurrences of each possible defect. Carefully change each individual process variable until the cause of a defect is found. Eliminate defects by finding out who or what is causing them. Determine the cause-and-effect relationships between process variables and output. Correct Explanation Design of experiments is a statistical methodology used for determining the cause-andeffect relationship between process variables and the output variable. In contrast to standard statistical tests, which require changing each individual variable to determine the most influential one, DOE permits experimentation with many variables simultaneously through carefully selecting a subset of them. Design of experiments (DOE) is sometimes referred to as multivariate testing. True or False True False Incorrect Explanation Design of experiments is sometimes referred to as multivariate testing.