QDM - Quality Driven Management Exam Questions With Correct Answers

QDM - Quality Driven Management Exam
Questions With Correct Answers

QDM Principles - CORRECT ANSWER✔✔-> Customers Define Quality
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> Be Scientific
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> Measure, Measure, Measure
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> Optimize Business Performance
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> Quality Involves Teamwork
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> View Failures as Opportunities
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ABLE Problem Solving Process - CORRECT ANSWER✔✔-> ASSESS
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> BUILD
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> LAUNCH
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> EVALUATE
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ASSESS - CORRECT ANSWER✔✔-> ASSESS opportunities to improve the customer
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experience or business performance - and focus on one.
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> Focus on opportunity and initiating a team are the earliest steps in ABLE.
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BUILD - CORRECT ANSWER✔✔-> BUILD understanding of the improvement
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opportunity and build the solution. | | | |




> Selecting a solution and identifying how you will measure success are important
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parts of BUILD.
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,LAUNCH - CORRECT ANSWER✔✔-> LAUNCH the solution successfully through
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careful planning and control.
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> The improvement effort proceeds through careful implementation and control
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planning.


EVALUATE - CORRECT ANSWER✔✔-> EVALUATE the implementation to confirm its
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real work success.
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> Performance is measured and results shared.
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Opportunity Statement - CORRECT ANSWER✔✔-a description of a quality
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problem, its impact, and the benefits of solving it.
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Opportunity Statement - Key Points - CORRECT ANSWER✔✔-a. Don't include
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causes
b. Don't attribute blame
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c. Focus on a single problem
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d. Don't offer solutions
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e. Be realistic
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QDM Methodologies - CORRECT ANSWER✔✔-a. ISO
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b. Baldridge
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c. Lean |




d. Six Sigma
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,A dissatisfied customer with any OpCo stands a ____________ of switching to a
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competitor. - CORRECT ANSWER✔✔-40% chance | | | |




QDM Mission - CORRECT ANSWER✔✔-To deliver market-leading customer
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experiences, business excellence, and financial returns through a quality-oriented
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culture and day-to-day application of quality science.
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Quality Costs - Two very real types: - CORRECT ANSWER✔✔-a. The Cost of Poor
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Quality
b. The Cost of Good Quality
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1:10:100 Rule: - CORRECT ANSWER✔✔-• $1 spent on doing the job right saves
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• $10 on correction and
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• $100 on the cost of a failure
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In businesses generally, _____________________ in a business are due to
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mistakes, errors, and replacing lost customers. - CORRECT ANSWER✔✔-10-20% of
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|corporate expenses |




QDM Quality Measures: - CORRECT ANSWER✔✔-a. Service Quality Index (SQI)
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b. Key Process Indicators (KPI)
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c. Dashboards and Scorecards
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QAT - Quality Action Team - CORRECT ANSWER✔✔-a group of FedEx employees
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who come together to work intensively on a quality issue, then disband once the
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problem has been solved. | | |

, Applying QDM Summary: - CORRECT ANSWER✔✔-• When you see a problem, fix
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it.
• When you see something that can be done better, do it.
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• Take ownership of work, do it in the best way possible.
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All metrics, whether SQIs or KPIs, or tools such as dashboards or scorecards, help
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meet the organization goals. - CORRECT ANSWER✔✔-True
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QDM's two main goals: - CORRECT ANSWER✔✔-a. Exceed customer expectations
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b. Optimize the processes by which work gets done
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QDM Principles: - CORRECT ANSWER✔✔-a. Customers define quality
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b. Be scientific
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c. Measure, Measure, Measure
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d. Optimize business performance
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e. Quality involves teamwork
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f. View Failures as opportunities
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QDM Principles - Customers define quality - CORRECT ANSWER✔✔-We strive to
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understand customer requirements and expectations.
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QDM Principles - Be scientific - CORRECT ANSWER✔✔-We base decisions on facts
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and data, rather than guesses or opinions.
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