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QSM Lesson 1

QSM Lesson 1
48問 • 2024-09-17
  • pran kirdpan
    • 通報

    問題一覧

  • 1

    From a dictionary, it means essential characteristics; Superior

    Quality

  • 2

    Quality Definitions that are accepted in various organizations

    quality is customer satisfaction and quality is fitness for use

  • 3

    A comprehensive, organization-wide effort to improve the quality of products and services, applicable to organizations

    Total Quality Management

  • 4

    Anyone who is impacted by the product or process delivered by an organization

    Customer

  • 5

    Types of Customers

    external customer and internal customer

  • 6

    The end user as well as an intermediate processors. Other ____ may not be purchasers, but may have some connections with the product.

    external customer

  • 7

    Other divisions of rhe company that receive the processed product

    Internal customer

  • 8

    The output of the process carried out by the organization

    product

  • 9

    Product may be of 3 types:

    goods product, service product, software

  • 10

    How is customer satisfaction achieved?

    product features and freedom from deficiencies

  • 11

    It refers to quality design, performance, durability, ease of use, aesthetics, accuracy, timeliness, friendliness, courtesy, and knowledge of server

    product features

  • 12

    Refers to quality of conformance

    freedom from deficiencies

  • 13

    Reasons why quality becoming a cardinal priority for most organizations:

    competition, changing customer, changing product mix, produce complexity, higher levels of customer satisfaction

  • 14

    Today’s market demand high quality products at low cost. Having “high quality reputation is not enough. What is this?

    competition

  • 15

    The new customer is not only commanding priority based on volume, but is more demanding about the QUALITY SYSTEM. What is this?

    Changing customer

  • 16

    The shift from low volume, high price to high volume. Low priced have resulted in a need to reduce the internal cost of poor quality. What is this?

    changing product mix

  • 17

    As systems become more complex, the reliability requirements for suppliers of components have become more stringent. What is this?

    produce complexity

  • 18

    Higher customer satisfaction are getting spawned by increasing competition. What is this?

    higher levels of customer satisfaction

  • 19

    What are the quality perspectives?

    perfection, consistency, eliminating waste, speed of delivery, compliance with policies and procedures, doing it right the first time, delighting or pleasing customers, total customer satisfaction and service

  • 20

    At ______ we need to ask the following questions: Which product and services meet your expectations? Which product and services you need that you are not currently receiving?

    organizational levels

  • 21

    At _______ we need to ask What products and services are most important to the external customerv What process produce more products and services? What are the key inputs to thise processes? Which processes have most significant effects on the organization’s performance standards?

    process levels

  • 22

    Additional views of quality in services?

    technical quality and functional quality

  • 23

    Core element of the goods and services

    technical quality

  • 24

    Customer perception of how the good functions or service is delivered

    functional quality

  • 25

    Customer’s prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service

    expectations and perceptions

  • 26

    Individuals who have been identified as making a significant contribution to implementing the quality of goods and services

    the quality gurus

  • 27

    The quality gurus

    walter a. stewart, w. edwards deming, joseph m. Juran, armand feigenbaum, philip crosby, genechi taguchi, kaoru ishikawa

  • 28

    QG: Conformance to specifications

    philip crosby

  • 29

    QG: Predictable Degree of uniformity and dependability

    W. Edwards deming

  • 30

    QG: Fitness for use

    Joseph M. Juran

  • 31

    Senior Management Responsibility: Responsible for quality

    Philip Crosby

  • 32

    Senior Management Responsibility: 85% of quality problems

    W. edwards deming

  • 33

    Senior Management Responsibility: less than 20% of quality problems are due to workers

    Joseph M. juran

  • 34

    Performance Standard Measurement: zero defects

    Philip Crosby

  • 35

    Performance Standard Measurement: Quality has many scales; using statistics to measure performance

    w. edwards deming

  • 36

    Performance Standard Measurement: avoiding campaigns to do perfect work

    Joseph m. juran

  • 37

    General approach: Crosby

    Perfection not inspection

  • 38

    General approach: deming

    reduced variability by continous improvement, ceasing mass inspection

  • 39

    General approach: juran

    general management approach - human elements

  • 40

    Structure: crosby

    14 steps to quality improvement

  • 41

    Structure: 14 points for measurement

    deming

  • 42

    Structure: juran

    10 steps to quality improvement

  • 43

    Statistical Process control: crosby

    rejects statistically acceptable levels of quality

  • 44

    Statistical Process control: deming

    statistical methods of quality control must be used

  • 45

    Statistical Process control: juran

    recommends spc but warns that it can lead to tool-driven approach

  • 46

    Improvement basis: Crosby

    process, not a program; improvement goals

  • 47

    Statistical Process control: Deming

    continous to reduce variation; eliminate goals without methods

  • 48

    Statistical Process control: juran

    project by project team approach; sets goals