Question | Answer |
Who introduced the Scientific Management? | Walter Shewhart, Harold Keys, and George Edwards |
Some think of quality as ___ | Superiority or excellence of a product or service, others view it as a lack of manufacturing or service defects, still others think of quality as related to product features or price. |
Eight dimensions, what are they? | Performance, Features, Reliability, Conformance, Durability, Serviceability, Aesthetics, Perceived Quality |
What is the Deming Chain reaction? | Costs Decrease, Productivity Increases, Market Captured, Stay in Business, Provide more jobs |
What is the Deming's System of Profound Knowledge? | Appreciate the system, Understand Process Variation, Theory of Knowledge, Psychology |
What are some Quality Statistical Tools? | Flowcharts, Check Sheets, Histograms, Pareto Diagrams, Cause and Effect Diagrams, Scatter Diagrams, Control Chart |
What best describes Performance? | A product's primary operating characteristics |
What best describes Features? | The "bells and whistles" of a product |
What best describes Reliability | The probability of a product's surviving over a specified confined period of time under stated conditions of use |
What best describes Conformance | The degree to which physical and performance characteristics of a product match preestablished standards. |
What best describes Durability | The amount of use one gets from a product before it physically deteriorates or until replacement is preferable. |
What best describes Serviceability | The ability to repair a product quickly and easily |
What best describes Perceived quality | Subjective assessment resulting form image, advertising, or brand names |
What best describes Systems | A set of functions or activities within an organization that work together to achieve organizational goals |
What best describes Variation | Understanding that everything measured consists of both "normal" variation and of "special causes" that create defects. Quality involves recognizing the difference to eliminate "special causes" while controlling normal variation. |
What best describes The Theory of Knowledge? | Understand that management decisions should be driven by facts, data, and justifiable theories, not solely by opinions. |
What best describes Psychology | Understand people, interactions between people and circumstances, interactions between leaders and employees, and the drivers of behavior. |
What best describes Flowcharts | A picture of a process that shows the sequence of steps performed. |
What best describes Check Sheets | Data collection forms that facilitate the interpretation of data. |
What best describes Histograms | Graphical representation of the variation in a set of data. |
What best describes Pareto Diagrams | A technique for prioritizing types of sources of problems. It separates the "vital few" from the "trivial many" |
What best describes Cause and Effect Diagrams | A graphical representation of an outline that presents a chain of causes and effects. |
What best describes Scatter Diagrams | Illustrates relations between hypothesized causes and effects. |
What best describes Control charts | Useful in identifying improvement opportunities and verifying that improvements really do have the desired effect. |
What best describes Aesthetics | How a product looks, feels, sounds, tastes, or even smells. |