Managing Quality

19 important questions on Managing Quality

The American Society for Quality recognizes this dichotomy in its two-prat definition of quality what are those two?

1) the characteristics of a product or service that bear on its ability to satisfy stated or implied needs [the value perspective]
2) a product or service that is free of deficiencies [the conformance perspective]

What is the value perspective?

Holds that quality must be judged, in part, on how well the characteristics of a particular product or service align with the needs of a specific user.

What are the eight dimensions on which users evaluate the quality of a product or service? (P-F-R-D-C-A-S-P)

  • Performance
  • Features
  • Reliability
  • Durability
  • Conformance
  • Aesthetics
  • Serviceability
  • Perceived quality
  • Higher grades + faster learning
  • Never study anything twice
  • 100% sure, 100% understanding
Discover Study Smart

What are internal failure costs?

Costs caused by defects that occur prior to delivery to the customer, including money spent on repairing or reworking defective products, as well as time wasted on these activities

What are external failure costs?

Costs incurred by defects that are not detected until a product or service reaches the customer

What are appraisal costs?

Appraisal costs are fees a company pays to detect defects in its products ahead of delivering them to customers; they are a form of quality control.

What is the total cost of quality curve?

A curve that suggests that there is some optimal quality level Q. The curve is calculated by adding costs of internal and external failures, prevention costs and appraisal costs.

What are prevential costs?

Prevention costs are incurred to prevent or avoid quality problems. These costs are associated with the design, implementation, and maintenance of the quality management system.

To fully address both the value and the conformance perspectives on quality organizations must what are those four?

1) understand what dimensions of quality are most important to users.
2) develop products and services that will meet the users' requirements.
3) put in place business processes capable of meeting the specifications driven by the users' requirements
4) verify that the business processes are indeed meeting the specifications

What is Total quality management (TQM)?

A managerial approach in which an entire organization is managed so that it excels in all quality dimensions that are important to customers

What is continuous improvement?

A principle of TQM that assumes there will always be room for improvement, no matter how well an organization is doing

What is total quality management (TQM)?

Managing the entire organization so that it excels on all dimensions of products and services that are important to the customer.

What is employee empowerment?

Giving employees the responsibility, authority, training, and tools necessary to manage quality.

What is quality assurance?

The specific actions firms take to ensure that their products services and processes meet the quality requirements of their customers.

What is Quality function deployment (QFD)?

A technique used to translate customer requirements into technical requirements for each stage of product development and production

What are control charts?

Control charts are specialized run charts that help organizations track changes in key measures over time.

What is strategic quality plan?

An organizational plan that provides the vision, guidance, and measurements to drive the quality effort forward and shift the organization's course when necessary.

What is ISO 9000?

A family of standards, supported by the International Organization for Standardization, representing an international consensus on good quality management practices. ISO 9000 addresses business processes rather than specific outcomes.

What are control limits, and how is it calculated?

The upper and lower limits of a control chart. They are calculated so that if a sample falls inside the control limits, the process is considered in control.

The question on the page originate from the summary of the following study material:

  • A unique study and practice tool
  • Never study anything twice again
  • Get the grades you hope for
  • 100% sure, 100% understanding
Remember faster, study better. Scientifically proven.
Trustpilot Logo