GMS401 CHAPTER 9 QUALITY OF MANAGMENT EXAM
QUESTIONS AND ANSWERS WITH VERIFIED SOLUTIONS
5W2H Apprach
Asking questions about a problem or process that include what, why, where, when,
who, how and how much
Appraisal Costs
Costs related to appraising quality, such as inspection and testing
Benchmarking
measuring performance against the best in the same or another country
Brainstorming
technique for generating a free flow of ideas in a group
Cause-And-Effect Diagram
Used to search to the possible cause(s) of a problem
Check Sheet
a tool for recording and organizing data to identify a problem
Continuous Improvement
Philosophy that seeks to improve all critical processes on an ongoing basis
Control Chart
a statistical plot of time-ordered values of a sample statistic; used to detect correctable
causes of variation
Deming Price
, named in honor of American W. Edward Deming. A Japanese prize that recognizes
successful quality efforts
Quality
Refers tot he ability of a good or service to consistently meet or exceed customer
expectations.
Quality Control
Monitoring, testing, and correcting quality problems after they occur.
Quality Assurance
Providing confidence that a product's quality will be good by preventing defects before
they occur
Continuous Improvement
Never-ending improvements to key processes as part of a total quality managment.
Dimensions of Quality of Goods
Performance, Aesthetics, Special Features, Safety, Reliability, Durability, Perceived
quality, Service after sale, Latent
Dimensions of Service Quality
Tangibles, Convince, Reliability, Responsiveness, Time, Assurance, Courtesy
Determinants of Quality
Product Design, Process design, Production
Conformance to Design Specification
Refers to the degree to which the produced goods or services conform to (i.e. achieve)
the specifications of the designers
Product Design
QUESTIONS AND ANSWERS WITH VERIFIED SOLUTIONS
5W2H Apprach
Asking questions about a problem or process that include what, why, where, when,
who, how and how much
Appraisal Costs
Costs related to appraising quality, such as inspection and testing
Benchmarking
measuring performance against the best in the same or another country
Brainstorming
technique for generating a free flow of ideas in a group
Cause-And-Effect Diagram
Used to search to the possible cause(s) of a problem
Check Sheet
a tool for recording and organizing data to identify a problem
Continuous Improvement
Philosophy that seeks to improve all critical processes on an ongoing basis
Control Chart
a statistical plot of time-ordered values of a sample statistic; used to detect correctable
causes of variation
Deming Price
, named in honor of American W. Edward Deming. A Japanese prize that recognizes
successful quality efforts
Quality
Refers tot he ability of a good or service to consistently meet or exceed customer
expectations.
Quality Control
Monitoring, testing, and correcting quality problems after they occur.
Quality Assurance
Providing confidence that a product's quality will be good by preventing defects before
they occur
Continuous Improvement
Never-ending improvements to key processes as part of a total quality managment.
Dimensions of Quality of Goods
Performance, Aesthetics, Special Features, Safety, Reliability, Durability, Perceived
quality, Service after sale, Latent
Dimensions of Service Quality
Tangibles, Convince, Reliability, Responsiveness, Time, Assurance, Courtesy
Determinants of Quality
Product Design, Process design, Production
Conformance to Design Specification
Refers to the degree to which the produced goods or services conform to (i.e. achieve)
the specifications of the designers
Product Design
