Part 1 -
quality planning - ANSWER structured method of designing and establishing steps neces-
sary to ensure that a product or service satisfies a customer.
Shewhart - ANSWER 1930s developed methods for statistical analysis and control of qual-
ity;
One of Deming teachers; SPC control chart; Shewhart cycle- Plan do study act
Deming - ANSWER 1950s taught methods to Japanese engineers and executives; origin of
TQM;
14 Points, cooperation, theory of profound knowledge
Juran - ANSWER 1950s taught concepts of controlling quality and managerial break-
through;
first to incorporate the human aspect of quality management aka TQM-- quality trilogy:
quality planning, quality improvement, quality control;
QP activity of (1) establishing quality goals and (2) developing the products and process re-
quired *planning without goals is NOT possible
Feigenbaum - ANSWER 1950s book total quality control forerunner for the present un-
derstanding of TQM, was published;
1
,founding chairman of the board of International Academy for Quality;
"thinking out in advance the sequence of actions to accomplish a proposed course of action
in doing work to accomplish certain objectives"
Crosby - ANSWER promotion of zero defects (1950s)
ANSI/ISO/ASQ Q9000-2005 - ANSWER QP: part of quality management focused on set-
ting quality objectives and specifying necessary operational processes and related resources
to fulfill the quality objectives
purpose of quality planning - ANSWER identify actions that can increase effectiveness
and efficiency of activities and processes
approaches of quality planning - ANSWER Strategic-- long term
tactic
implementation-- short term (operational)
summary of quality planning - ANSWER road map or guide to meeting customer expecta-
tions
clear identification of customer requirements
commitment of planning team members
commitment from senior management
a method for evaluating when customer expectations have been met
(QFD best method; cause and effect)
requirements - ANSWER necessary specific characteristics of a product or service that a
customer demands and will purchase (should always be driven by the customer);
2
,product and process
standards - ANSWER "statement, specification, or quantity of material against which
measured outputs from a process may be judged as acceptable or unacceptable (National;
International)
1 conformance (external)
2 guidance (internal)
3 regulatory (enforceable by law)
4 consensus (voluntarily adopted)
specifications - ANSWER grouping of specific PARAMETERS that are required to ensure
the success of a product to perform as design (James L Bossert)
-- given by process (dynamic (not good))--> increased variation
-- given by customer (tolerances)
1 Product
2 Process
3 Analytical
4 Raw material
5 Quality management
ISO 9000 - ANSWER basic international standard (documentation is key)
National Standards - ANSWER ASME (American Society of Mechanical Engineers); ASTM
(American Society for Testing and Material); API (American Petroleum Institute)
3
, Quality Awards - ANSWER MBNQA (Malcom Baldrige National Quality Award), European
Foundation for Quality Management's European Quality Award, the Deming Prize, and
Shingo Prize for Excellence in Manufacturing
Bar Chart - ANSWER used to compare things between different groups or to track
changes over time.
Gantt Chart - ANSWER timeline that is used as a project management tool to illustrate
how the project will run. You can view individual tasks, their durations and the sequencing of
these tasks. View the overall timeline of the project and the expected completion date.;
useful for planning and scheduling projects. They help you assess how long a project should
take, determine the resources needed, and plan the order in which you'll complete tasks.
They're also helpful for managing the dependencies between tasks.
Milestone Chart - ANSWER focuses on planned significant events scheduled to occur at
specific times in the program. Such events could be the initiation or completion of a particu-
larly important or critical activity, equipment deliveries, reviews, or approval dates. Like the
Gantt Chart, the milestone chart uses symbols imposed on a calendar to provide information
about planned and actual completion dates and any revisions to the milestone schedule;
Program Managers (PM) rarely use pure Gantt or milestone charts. Normally they integrate
the information from these charts and display it in a combination chart. Such a chart can be
useful in displaying the planned and actual duration of activities using the Gantt chart sym-
bols and in monitoring the progress for completing key events in these activities using the
milestone symbols.
Check sheet/Checklist - ANSWER simple document that is used for collecting data in real
time and at the location where the data is generated. The document is typically a blank form
that is designed for the quick, easy, and efficient recording of the desired information, which
can be either quantitative or qualitative. When the information is quantitative, the check
sheet is sometimes called a tally sheet. The check sheet is one of the seven basic tools of
quality control made popular by Dr. Kaoru Ishikawa;
A defining characteristic of a check sheet is that data is recorded by making marks ("checks")
on it. A typical check sheet is divided into regions, and marks made in different regions have
different significance. Data is read by observing the location and number of marks on the
sheet.
4
quality planning - ANSWER structured method of designing and establishing steps neces-
sary to ensure that a product or service satisfies a customer.
Shewhart - ANSWER 1930s developed methods for statistical analysis and control of qual-
ity;
One of Deming teachers; SPC control chart; Shewhart cycle- Plan do study act
Deming - ANSWER 1950s taught methods to Japanese engineers and executives; origin of
TQM;
14 Points, cooperation, theory of profound knowledge
Juran - ANSWER 1950s taught concepts of controlling quality and managerial break-
through;
first to incorporate the human aspect of quality management aka TQM-- quality trilogy:
quality planning, quality improvement, quality control;
QP activity of (1) establishing quality goals and (2) developing the products and process re-
quired *planning without goals is NOT possible
Feigenbaum - ANSWER 1950s book total quality control forerunner for the present un-
derstanding of TQM, was published;
1
,founding chairman of the board of International Academy for Quality;
"thinking out in advance the sequence of actions to accomplish a proposed course of action
in doing work to accomplish certain objectives"
Crosby - ANSWER promotion of zero defects (1950s)
ANSI/ISO/ASQ Q9000-2005 - ANSWER QP: part of quality management focused on set-
ting quality objectives and specifying necessary operational processes and related resources
to fulfill the quality objectives
purpose of quality planning - ANSWER identify actions that can increase effectiveness
and efficiency of activities and processes
approaches of quality planning - ANSWER Strategic-- long term
tactic
implementation-- short term (operational)
summary of quality planning - ANSWER road map or guide to meeting customer expecta-
tions
clear identification of customer requirements
commitment of planning team members
commitment from senior management
a method for evaluating when customer expectations have been met
(QFD best method; cause and effect)
requirements - ANSWER necessary specific characteristics of a product or service that a
customer demands and will purchase (should always be driven by the customer);
2
,product and process
standards - ANSWER "statement, specification, or quantity of material against which
measured outputs from a process may be judged as acceptable or unacceptable (National;
International)
1 conformance (external)
2 guidance (internal)
3 regulatory (enforceable by law)
4 consensus (voluntarily adopted)
specifications - ANSWER grouping of specific PARAMETERS that are required to ensure
the success of a product to perform as design (James L Bossert)
-- given by process (dynamic (not good))--> increased variation
-- given by customer (tolerances)
1 Product
2 Process
3 Analytical
4 Raw material
5 Quality management
ISO 9000 - ANSWER basic international standard (documentation is key)
National Standards - ANSWER ASME (American Society of Mechanical Engineers); ASTM
(American Society for Testing and Material); API (American Petroleum Institute)
3
, Quality Awards - ANSWER MBNQA (Malcom Baldrige National Quality Award), European
Foundation for Quality Management's European Quality Award, the Deming Prize, and
Shingo Prize for Excellence in Manufacturing
Bar Chart - ANSWER used to compare things between different groups or to track
changes over time.
Gantt Chart - ANSWER timeline that is used as a project management tool to illustrate
how the project will run. You can view individual tasks, their durations and the sequencing of
these tasks. View the overall timeline of the project and the expected completion date.;
useful for planning and scheduling projects. They help you assess how long a project should
take, determine the resources needed, and plan the order in which you'll complete tasks.
They're also helpful for managing the dependencies between tasks.
Milestone Chart - ANSWER focuses on planned significant events scheduled to occur at
specific times in the program. Such events could be the initiation or completion of a particu-
larly important or critical activity, equipment deliveries, reviews, or approval dates. Like the
Gantt Chart, the milestone chart uses symbols imposed on a calendar to provide information
about planned and actual completion dates and any revisions to the milestone schedule;
Program Managers (PM) rarely use pure Gantt or milestone charts. Normally they integrate
the information from these charts and display it in a combination chart. Such a chart can be
useful in displaying the planned and actual duration of activities using the Gantt chart sym-
bols and in monitoring the progress for completing key events in these activities using the
milestone symbols.
Check sheet/Checklist - ANSWER simple document that is used for collecting data in real
time and at the location where the data is generated. The document is typically a blank form
that is designed for the quick, easy, and efficient recording of the desired information, which
can be either quantitative or qualitative. When the information is quantitative, the check
sheet is sometimes called a tally sheet. The check sheet is one of the seven basic tools of
quality control made popular by Dr. Kaoru Ishikawa;
A defining characteristic of a check sheet is that data is recorded by making marks ("checks")
on it. A typical check sheet is divided into regions, and marks made in different regions have
different significance. Data is read by observing the location and number of marks on the
sheet.
4
