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- 1An organization achieves quality bymeeting or exceeding customer expectations.
- 2The Baldrige award can be won by who?Manufacturing and service organizations
- 3Why are User instructions and follow-up services after delivery important elements of overall product or service quality?The overall product or service quality includes user instructions and follow-up services.
- 4The degree to which a product or service satisfies its intended purpose is determined by ?design, conformance to design, cost, and reputation of the producer. False; neither cost nor reputation influences this.
- 5Medical malpractice claims are an example of what?how poor quality can affect an organization through liability, Indicating that poor quality can have serious financial effects. (heart defibrillators)
- 6The primary difference between internal failures and external failures?The time and place of discovery of the failure. When the failure is discovered determines whether it is an internal or an external failure.
- 7Appraisal cost Examples:Cost of inspectors, testing, test equipment, and labs
- 8Prevention costs Examples:costs such as planning, administration, working with vendors, training, extra attention in design and production phase and so forth.
- 9Quality certification refers to what?the process of certifying that quality processes are in place.
- 10What is Statistical Process Control?the evaluation of the process; whether it is in control or not.
- 11The optimum level of inspection is what?when the sum of inspection costs and the cost of passing defectives are equal.
- 12Explain the In-control processit still has natural random variation but non-random variation (assignable variation) is eliminated.
- 13High-cost, low-volume items often require what?careful inspection. These are good candidates for inspection as high quality is expected and cost of poor quality is usually higher.
- 14Attributes need to be____.counted, variable data is measured.
- 15The x-bar chart deals with what?sample averages. In case of sample averages, the central limit theorem states that as the sample size increase, the distribution of sample averages approaches a normal distribution regardless of the shape of the sampled population.
- 16Range charts are used for what?variable data.
- 17P-charts are used for?attribute data.Data which on one of a set of discrete values such as pass or fail, yes or no.
- 18Run tests are useful in what sense?helping to identify nonrandom variation patterns in a process. Runs tests are useful to identify non-randomness in patterns.
- 19• "Process capability" compares "process variability" to what? and explain each term.the "tolerances." Process capability checks whether the process variation is within the acceptable (tolerance) range or not.
- 20According to Taguchi any deviation from the target has______.consequences.
- 21The constant factors should be acquired based what?on number of observations in each sample and not the number of samples.
- 22why is it reasonable to inspect goods before an irreversible and/or expensive process?It is a good idea to have the inspection point before expensive or irreversible process
- 23Statistical Process Control focuses on what?the variability of processes and identifies an out of character (non-random) incident. SPC may show a process that is under control but management may look for a different output.
- 24A tool that depicts process variation graphically is a ?Control Chart
- 25The Deming Prize was established by who?The japanese.
- 26Examples of internal failure costs:Lost production time, scrap, and rework are
- 27Examples of external failure costs:Warranty service, processing of complaints, and costs of litigation are
- 28The purpose of the Malcolm Baldrige National Quality Awardis to stimulate efforts to improve quality, recognize quality achievements of U.S. companies, and publicize successful quality programs.
- 29The Baldrige award is based on seven categories, what are they?1. Leadership
2. Strategic Planning
3. Customer Focus
4. Measurement, Analysis, and Knowledge Management
5. Workforce Focus
6. Operations Focus
7. Results - 30The quality control improvement tool which distinguishes between the "important few" and the "trivial many" is what?is the Pareto analysis.
- 31Cause-and-effect diagrams are sometimes called what?fish-bone diagrams
- 32Horizontal skillsThe variety of tasks the worker is capable of performing
- 33Vertical skillsManagerial tasks the worker is capable of
- 34depth skillsQuality and productivity results
- 35Knowledge-based payA pay system used by organizations to reward workers who undergo training that increases their skills
- 36Job enlargementGiving a worker a larger portion of the total task, by horizontal loading
- 37Job rotationworkers periodically exchange jobs
- 38Job enrichmentincreasing responsibility for planning and coordination tasks, by vertical loading
- 39Self-directed teamsgroups empowered to make certain changes in their work process under their control
- 40Ergonomics(aka human factors)Incorporation of human factors in the design of workplace. method to optimize overall system performance
- 41Method AnaylysisA method used by self-directed teams to analyze how a job is done.
- 42Flow process chartchart used to examine the overall sequence of an operation by focusing on movements of the operator or flow of materials.
- 43What are the motion study principles?1. eliminate unnecessary motions
2. combine activities
3. reduce fatigue
4. improve the arrangement of workspace
5. improve the design of tools/equiptment - 44Stop watch time studyused to develop a time standard based on observations of one worker taken over several cycles
- 45Standard elemental timesTime standards derived from a firm's historical time data
- 46Predetermined time standardsPublished data based on extensive research to determine standard elemental times.
- 47work samplingtechnique for estimating the proportion of time that a worker or machine spends on various activities and the idle time.
- 48What is the ISO9000?A set of international standards on quality management and quality assurance, critical to international business.
- 49What is the ISO 14000?a set of international standards for assessing a company's environmental performance.
- 50Total Quality Managementa philosophy that involves everyone in an organization in a continual effort to improve quality and achieve customer satisfaction.
- 51define the term "kaizen"a japanese term that refers to continuous improvement.
- 52Define six sigmaa business process for improving quality, reducing costs, and increasing customer satisfacition.
- 53explain statistically and conceptually the six sigma process.statistically- having no more than 3.4 defects per million
conceptually- program designed to reduce defects, requires the use of certain tools/techniques. - 54Methods for generating ideasbrainstorming
affinity diagrams
quality circles
interviewing
benchmakring
5W2H - 55Quality Circle defined:groups of workers who meet to discuss ways of improving products or processes.
- 56affinity diagram defined:used to organize and summarize the ideas created in brainstorming into groups. Process:
1. record idea on notes
2. look for ideas that are related
3. sort cards into groups - 57interrelationship diagram defined:permits systematic identification, analysis, and classification of cause and effect relationship. It enables a team to focus on key drivers or outcomes to determine the effective solution.
- 58Tree diagram defined:facilitate under covering, describing, and communicating a logical relationship that is hierarchical between important events or goals.
- 59Matrix diagram defined:the relationship between two items can now be indicated in the cell where the row and column of the two items cross.
- 60Prioritization matrices defined:provides a way of sorting a diverse set of items into an order of importance.
- 61Different quality measurement tools1.Histogram(distributio0n of food service time
2.Pareto charts(80/20 rules)
3.Scatter plot (order quantity vs. item menu price) - 62Plan-do-study-act cycle (PDSA) defined-PLAN- study, collect and analyze data
-DO-implement the plan for any changes needing to be made
-STUDY- evaluate the data, check results against goals
-ACT-if results are successful standardize the new method. implement training for new method. if not successful revise plan and repeat process - 63Process improvement explained:a systematic approach to improving a process
- 64Quality needs to be incorporated throughout the entire ______ ______ , not just the organization itself.supply chain
- 65defined quality control:a process that evaluates output relative to a standard and takes corrective action when output doesn't mean standards
- 66Inspectioncompares the goods or service to the required standard you want it to be at.
- 67inspection issueshow much to inspect
at what points to inspect
centralized inspection or onsite
inspect attributes or variables - 68Typical inspection points-raw materials and purchased parts
-finished products
-before a costly operation
-before an irreversible process
-before a covering process - 69sampling distributiona theoretical distribution that describes the random variability of sample statistics
- 70What does the central limit theorem say?as the sample size increases, the distribution of sample averages approaches a normal distribution regardless of the shape of the sampled population.
- 71variables generate data that are ______.measured
- 72attributes generate data that are_____.counted.
- 73describe p and c chartp-chart measures out percent. monitors proportion of defectives in a process.
c-chart used to monitor the number of defects per unit. (ex. # of passengers that do not show up on a flight) - 74when do you use a p chart?when observations can be placed into 2 categories(pass/fail, good/bad) or when the data consists of multiple samples of several observations.
- 75when do you use a c-chart?when the number of occurrences perunit of measure can be counted;non occurences cannot be counted (ex. scratches per item, calls per unit of time)
- 76benefits of using a smaller sample sizeyou can find out where the problem is better. or where the system is changing
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- Fichas sobre Untitled, creado por brayera el 09/11/2013.
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