QDM - Quality Driven Management
Question 1.
QDM Principles
ANSWER
> Customers Define Quality > Be Scientific > Measure, Measure, Measure > Optimize Business Performance > Quality Involves Teamwork > View Failures
as Opportunities
Question 2.
ABLE Problem Solving Process
ANSWER
> ASSESS > BUILD > LAUNCH > EVALUATE
Question 3.
ASSESS
ANSWER
> ASSESS opportunities to improve the customer experience or business performance - and focus on one. > Focus on opportunity and initiating a team are
the earliest steps in ABLE.
Question 4.
BUILD
ANSWER
> BUILD understanding of the improvement opportunity and build the solution. > Selecting a solution and identifying how you will measure success are
important parts of BUILD.
Question 5.
LAUNCH
ANSWER
> LAUNCH the solution successfully through careful planning and control. > The improvement effort proceeds through careful implementation and control
planning.
Question 6.
EVALUATE
ANSWER
> EVALUATE the implementation to confirm its real work success. > Performance is measured and results shared.
Question 7.
Opportunity Statement
ANSWER
a description of a quality problem, its impact, and the benefits of solving it.
, Question 8.
Opportunity Statement - Key Points
ANSWER
a. Don't include causes
b. Don't attribute blame
c. Focus on a single problem
d. Don't offer solutions
e. Be realistic
Question 9.
QDM Methodologies
ANSWER
a. ISO
b. Baldridge
c. Lean
d. Six Sigma
Question 10.
A dissatisfied customer with any OpCo stands a ____________ of switching to a competitor.
ANSWER
40% chance
Question 11.
QDM Mission
ANSWER
To deliver market-leading customer experiences, business excellence, and financial returns through a quality-oriented culture and day-to-day application of
quality science.
Question 12.
Quality Costs - Two very real types:
ANSWER
a. The Cost of Poor Quality
b. The Cost of Good Quality
Question 13.
1:10:100 Rule:
ANSWER
• $1 spent on doing the job right saves
• $10 on correction and
• $100 on the cost of a failure
, Question 14.
In businesses generally, _____________________ in a business are due to mistakes, errors, and replacing lost customers.
ANSWER
10-20% of corporate expenses
Question 15.
QDM Quality Measures:
ANSWER
a. Service Quality Index (SQI)
b. Key Process Indicators (KPI)
c. Dashboards and Scorecards
Question 16.
QAT - Quality Action Team
ANSWER
a group of FedEx employees who come together to work intensively on a quality issue, then disband once the problem has been solved.
Question 17.
Applying QDM Summary:
ANSWER
• When you see a problem, fix it.
• When you see something that can be done better, do it.
• Take ownership of work, do it in the best way possible.
Question 18.
All metrics, whether SQIs or KPIs, or tools such as dashboards or scorecards, help meet the organization goals.
ANSWER
True
Question 19.
QDM's two main goals:
ANSWER
a. Exceed customer expectations
b. Optimize the processes by which work gets done
Question 20.
QDM Principles:
ANSWER
a. Customers define quality
b. Be scientific
c. Measure, Measure, Measure
d. Optimize business performance
e. Quality involves teamwork
f. View Failures as opportunities
, Question 21.
QDM Principles - Customers define quality
ANSWER
We strive to understand customer requirements and expectations.
Question 22.
QDM Principles - Be scientific
ANSWER
We base decisions on facts and data, rather than guesses or opinions.
Question 23.
QDM Principles - Measure, Measure, Measure
ANSWER
Measure failures, measure variation and measure success.
Question 24.
QDM Principles - Optimize business performance
ANSWER
Minimizing unnecessary effort, time, and cost whenever possible.
Question 25.
QDM Principles - Quality involves teamwork
ANSWER
View work as a collaborative process.
Question 26.
QDM Principles - View Failures as opportunities
ANSWER
Seek the truth and avoid playing the blame game.
Question 27.
Customers define quality - three questions:
ANSWER
a. Who are my customers?
b. Are they satisfied with the services I provide?
c. What areas do they want me to improve?
Question 1.
QDM Principles
ANSWER
> Customers Define Quality > Be Scientific > Measure, Measure, Measure > Optimize Business Performance > Quality Involves Teamwork > View Failures
as Opportunities
Question 2.
ABLE Problem Solving Process
ANSWER
> ASSESS > BUILD > LAUNCH > EVALUATE
Question 3.
ASSESS
ANSWER
> ASSESS opportunities to improve the customer experience or business performance - and focus on one. > Focus on opportunity and initiating a team are
the earliest steps in ABLE.
Question 4.
BUILD
ANSWER
> BUILD understanding of the improvement opportunity and build the solution. > Selecting a solution and identifying how you will measure success are
important parts of BUILD.
Question 5.
LAUNCH
ANSWER
> LAUNCH the solution successfully through careful planning and control. > The improvement effort proceeds through careful implementation and control
planning.
Question 6.
EVALUATE
ANSWER
> EVALUATE the implementation to confirm its real work success. > Performance is measured and results shared.
Question 7.
Opportunity Statement
ANSWER
a description of a quality problem, its impact, and the benefits of solving it.
, Question 8.
Opportunity Statement - Key Points
ANSWER
a. Don't include causes
b. Don't attribute blame
c. Focus on a single problem
d. Don't offer solutions
e. Be realistic
Question 9.
QDM Methodologies
ANSWER
a. ISO
b. Baldridge
c. Lean
d. Six Sigma
Question 10.
A dissatisfied customer with any OpCo stands a ____________ of switching to a competitor.
ANSWER
40% chance
Question 11.
QDM Mission
ANSWER
To deliver market-leading customer experiences, business excellence, and financial returns through a quality-oriented culture and day-to-day application of
quality science.
Question 12.
Quality Costs - Two very real types:
ANSWER
a. The Cost of Poor Quality
b. The Cost of Good Quality
Question 13.
1:10:100 Rule:
ANSWER
• $1 spent on doing the job right saves
• $10 on correction and
• $100 on the cost of a failure
, Question 14.
In businesses generally, _____________________ in a business are due to mistakes, errors, and replacing lost customers.
ANSWER
10-20% of corporate expenses
Question 15.
QDM Quality Measures:
ANSWER
a. Service Quality Index (SQI)
b. Key Process Indicators (KPI)
c. Dashboards and Scorecards
Question 16.
QAT - Quality Action Team
ANSWER
a group of FedEx employees who come together to work intensively on a quality issue, then disband once the problem has been solved.
Question 17.
Applying QDM Summary:
ANSWER
• When you see a problem, fix it.
• When you see something that can be done better, do it.
• Take ownership of work, do it in the best way possible.
Question 18.
All metrics, whether SQIs or KPIs, or tools such as dashboards or scorecards, help meet the organization goals.
ANSWER
True
Question 19.
QDM's two main goals:
ANSWER
a. Exceed customer expectations
b. Optimize the processes by which work gets done
Question 20.
QDM Principles:
ANSWER
a. Customers define quality
b. Be scientific
c. Measure, Measure, Measure
d. Optimize business performance
e. Quality involves teamwork
f. View Failures as opportunities
, Question 21.
QDM Principles - Customers define quality
ANSWER
We strive to understand customer requirements and expectations.
Question 22.
QDM Principles - Be scientific
ANSWER
We base decisions on facts and data, rather than guesses or opinions.
Question 23.
QDM Principles - Measure, Measure, Measure
ANSWER
Measure failures, measure variation and measure success.
Question 24.
QDM Principles - Optimize business performance
ANSWER
Minimizing unnecessary effort, time, and cost whenever possible.
Question 25.
QDM Principles - Quality involves teamwork
ANSWER
View work as a collaborative process.
Question 26.
QDM Principles - View Failures as opportunities
ANSWER
Seek the truth and avoid playing the blame game.
Question 27.
Customers define quality - three questions:
ANSWER
a. Who are my customers?
b. Are they satisfied with the services I provide?
c. What areas do they want me to improve?
