Exam 6: Managing Quality

What refers to training and empowering frontline workers to solve a problem immediately?

Continuous improvement is based on the philosophy that every aspect of an operation can be improved.

The quality loss function indicates that costs related to poor quality are low as long as the product is within acceptable specification limits.

Quality has at least three categories of definitions; identify them. Provide a brief explanation of each.

__________ is the Japanese word for the ongoing process of incremental improvement.

Philip Crosby is credited with both of these quality catch-phrases: "quality is free" and "zero defects."

PDCA, developed by Shewhart, stands for which of the following?

Which of the following statements regarding "Six Sigma" is true?

Describe how ISO 9000 has evolved in the past several years.

How is source inspection related to employee empowerment?

Internal failure costs are associated with scrap, rework, and downtime.

The process improvement technique that sorts the "vital few" from the "trivial many" is

ISO 9000 has evolved from a set of quality assurance standards toward a quality management system.

Based on his 14 Points, Deming is a strong proponent of

A pizza delivery company wants to improve its response time to gain a competitive advantage. Create a flowchart with 8 unique events from the time the customer calls in to the time the pizza is delivered.

An improvement in quality must necessarily increase costs.

Security is the determinant of service quality that means freedom from danger, risk, or doubt.

Respect for __________ is a cornerstone of continuous improvement.

The "four Ms" of cause-and-effect diagrams are

Quality is mostly the business of the quality control staff, not ordinary employees.