SOM 306 EXAM 2 QUESTIONS AND ANSWERS
Design quality - CORRECT ANSWER✅✅value of the product in the marketplace
- SUBJECTIVE
- difficult to measure
- determined in product design phase
Design quality examples - CORRECT ANSWER✅✅performance, features, reliability, serviceability,
aesthetics, past performance/reputation
Conformance quality - CORRECT ANSWER✅✅degree to which the product conforms to its design
specifications
- OBJECTIVE
- determined in production process
Cost of quality cost (APIE) - CORRECT ANSWER✅✅1. appraisal
2. prevention
3. internal failure
4. external failure
Appraisal costs - CORRECT ANSWER✅✅quality inspect/test or analyzing data
Prevention costs - CORRECT ANSWER✅✅preventing defects BEFORE they happen
*prevention maintenance to remove causes poor quality
,Internal failure costs - CORRECT ANSWER✅✅defects are discovered BEFORE
CUSTOMER
External failure costs - CORRECT ANSWER✅✅defects are discovered AFTER
CUSTOMER
Loss of goodwill - CORRECT ANSWER✅✅losing customer loyalty
*external
Old concept of quality - CORRECT ANSWER✅✅inspect after production
New concept of quality - CORRECT ANSWER✅✅build quality into process
Total quality management (TQM) - CORRECT ANSWER✅✅emphasizes 3 principles for achieving high
levels of PROCESS PERFORMANCE and QUALITY
3 Principles of TQM - CORRECT ANSWER✅✅1. Customer focus
2. Employee involvement
3. Continuous improvement
Customer focus - CORRECT ANSWER✅✅exceed internal/external needs; customer satisfaction
Employee involvement - CORRECT ANSWER✅✅all must participate in improving processes, products,
services, and the work culture
, *jidoka/PST
Quality at the source (Jidoka) - CORRECT ANSWER✅✅defects should be caught/corrected at the source
where they are created
*stops entire production line
Quality circles (problem solving teams) - CORRECT ANSWER✅✅small groups of employees who meet to
identify, analyze, and solve quality problems
Continuous improvement (Kaizen) - CORRECT ANSWER✅✅continually seeking ways to improve
processes
*always room to improve: no self satisfaction
Six sigma - CORRECT ANSWER✅✅minimizes DEFECTS and VARIABILITY by the disciplined use of facts,
data, and statistical analysis
*relies on TQM
Six sigma equation - CORRECT ANSWER✅✅mean ± 6σ
*determines process, if in acceptable range
Large sigma = - CORRECT ANSWER✅✅high variability
Mean determines - CORRECT ANSWER✅✅location on graph
Sigma determines - CORRECT ANSWER✅✅size of graph
Design quality - CORRECT ANSWER✅✅value of the product in the marketplace
- SUBJECTIVE
- difficult to measure
- determined in product design phase
Design quality examples - CORRECT ANSWER✅✅performance, features, reliability, serviceability,
aesthetics, past performance/reputation
Conformance quality - CORRECT ANSWER✅✅degree to which the product conforms to its design
specifications
- OBJECTIVE
- determined in production process
Cost of quality cost (APIE) - CORRECT ANSWER✅✅1. appraisal
2. prevention
3. internal failure
4. external failure
Appraisal costs - CORRECT ANSWER✅✅quality inspect/test or analyzing data
Prevention costs - CORRECT ANSWER✅✅preventing defects BEFORE they happen
*prevention maintenance to remove causes poor quality
,Internal failure costs - CORRECT ANSWER✅✅defects are discovered BEFORE
CUSTOMER
External failure costs - CORRECT ANSWER✅✅defects are discovered AFTER
CUSTOMER
Loss of goodwill - CORRECT ANSWER✅✅losing customer loyalty
*external
Old concept of quality - CORRECT ANSWER✅✅inspect after production
New concept of quality - CORRECT ANSWER✅✅build quality into process
Total quality management (TQM) - CORRECT ANSWER✅✅emphasizes 3 principles for achieving high
levels of PROCESS PERFORMANCE and QUALITY
3 Principles of TQM - CORRECT ANSWER✅✅1. Customer focus
2. Employee involvement
3. Continuous improvement
Customer focus - CORRECT ANSWER✅✅exceed internal/external needs; customer satisfaction
Employee involvement - CORRECT ANSWER✅✅all must participate in improving processes, products,
services, and the work culture
, *jidoka/PST
Quality at the source (Jidoka) - CORRECT ANSWER✅✅defects should be caught/corrected at the source
where they are created
*stops entire production line
Quality circles (problem solving teams) - CORRECT ANSWER✅✅small groups of employees who meet to
identify, analyze, and solve quality problems
Continuous improvement (Kaizen) - CORRECT ANSWER✅✅continually seeking ways to improve
processes
*always room to improve: no self satisfaction
Six sigma - CORRECT ANSWER✅✅minimizes DEFECTS and VARIABILITY by the disciplined use of facts,
data, and statistical analysis
*relies on TQM
Six sigma equation - CORRECT ANSWER✅✅mean ± 6σ
*determines process, if in acceptable range
Large sigma = - CORRECT ANSWER✅✅high variability
Mean determines - CORRECT ANSWER✅✅location on graph
Sigma determines - CORRECT ANSWER✅✅size of graph
