Question 1

The GAP model recognizes five ways to mismanage the creation and delivery of high levels of quality. Describe each of the five problem areas (GAPS).

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Question 2

List the three principles of total quality.

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Question 3

Over the last year, 1,100 oral medications were administered at a health clinic. Quality is measured by the proper amount of dosage and the use of the correct drug. In three (3) instances, an incorrect amount was given, and in two (2) instances, the wrong drug was selected. What is the epmo metric?

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Question 4

Summarize the philosophies of Deming, Juran, and Crosby, highlighting the key points on which they agree and on which they differ.

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Question 5

Discuss different ways of defining quality and how these differ for goods and services.

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Question 6

Explain the four components of the cost of quality.

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Question 7

Using color-coded wires to reduce mistakes associated with assembling complex electronic products is an example of an application of the poka-yoke concept.

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The poka-yoke concept is a Japanese term used to refer to mistake-proofing techniques used in manufacturing to prevent errors during production. Using color-coded wires is an example of a poka-yoke application, as it reduces the likelihood of mistakes associated with assembling complex electronic products.

Question 8

Define root cause and describe root cause analysis.

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Question 9

A Pareto diagram helps to understand the relationships between two variables and to verify possible cause and effect hypotheses.

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A Pareto diagram is primarily used to identify and prioritize problems or causes in a process by showing their frequency or impact in descending order, not to understand relationships between two variables or verify cause and effect hypotheses.

Question 10

Which of the following statements regarding the Sunshine Enterprises case study is TRUE?
A) Sunshine restaurants average about 20 negative customer complaint per 100 customer comments.
B) Given the information in the case, the customer defection rate on an average is below 5 percent.
C) The owner, Abby Martin, studied McDonald's service-delivery system and adopted many of their standardized methods for her restaurants.
D) Poka-yoke (and the Seven Quality Control (QC) Tools) methods could be used to prevent service upsets like the $25 tip error.

Accepted Answer

The statement that is true is that Poka-yoke methods could be used to prevent service upsets like the $25 tip error. The other statements are false. Sunshine Enterprises receives about 20 positive comments per negative complaint, not the other way around (option A). There is no mention of the customer defection rate in the case study, so option B is incorrect. Abby Martin did not study McDonald's, nor did she adopt their standardized methods (option C).

Question 11

The Seven QC Tools are designed to be simple so that workers at all levels can use them.

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The Seven QC Tools, also known as the Seven Basic Tools of Quality, are designed to be simple and easy to use, so that workers at all levels can use them effectively. This makes them a valuable tool for continuous improvement and problem-solving in any organization.

Question 12

An airline performed 4000 preflight inspections during one month. Each inspection checks 50 items. What is the maximum number of defects that could occur during a year if the process is operating at a six-sigma level?

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Question 13

Using a cause-and-effect diagram helps identify the most likely causes of a problem so that further data collection can be carried out.

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A cause-and-effect diagram, also known as a fishbone diagram or Ishikawa diagram, is a tool used in problem-solving to identify the potential causes of a problem. It is a graphic representation that helps to organize and analyze the various factors that may contribute to the problem. By identifying the most likely causes using the diagram, further data collection can be carried out to confirm or rule out potential causes and ultimately to find a solution.

Question 14

What are the Seven Quality Control (QC) Tools and what is their significance in quality improvement? Briefly explain how each tool is used.

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Question 15

Because of the amount of resources required, a kaizen blitz is generally performed outside of normal working hours over several weeks or months.

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A kaizen blitz is a rapid improvement event that typically lasts between three to five days and is performed during normal working hours. It involves a focused team working together to identify and solve a specific problem or improve a process quickly.

Question 16

A restaurant handles 500 customers every day. The restaurant encounters 25 service upsets during a typical day. The restaurant is open on all seven days of a week. If the restaurant receives 10 complaints per week, what is the epmo measure?

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Question 17

Describe the rationale underlying ISO 9000:2000.

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Question 18

A control chart is quality control jargon for an ordinary run chart that plots data over time.

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A control chart is more specific than an ordinary run chart because it includes control limits to assess the variability of the process, in addition to plotting data over time.

Question 19

Discuss Kaizen and how it differs from a kaizen event.

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Question 20

Define Six Sigma, and explain the key concepts used to implement a Six Sigma quality initiative.

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Quiz 15: Quality Management