OMPT EXAM 2 ACTUAL QUESTIONS
AND CORRECT ANSWERS
definition of quality - CORRECT ANSWERS✅✅quality is the ability of a product or
service to consistently meet or exceed customer expectations
what is quality assurance? - CORRECT ANSWERS✅✅emphasis on finding and correcting
defects before reaching market ... focuses on poor quality items so it does not make it to a
customer
what is the strategic approach? - CORRECT ANSWERS✅✅focuses on preventing mistakes
from occuring
what are the determinants of quality? - CORRECT ANSWERS✅✅design, conformance,
availability(usability), and field service
what is mistake-proofing? - CORRECT ANSWERS✅✅developed at Toyota in the 1960s -
designed so mistakes cannot occur or immediately detectable - EXAMPLE: in
manufacturing, 2 parts are notched to only fit together one certain way
what are the "abilities"? - CORRECT ANSWERS✅✅reliability, maintainability, and
availability
what is reliability? - CORRECT ANSWERS✅✅the mean time between failures (MTBF)
what is maintainability? - CORRECT ANSWERS✅✅the mean time to repair (MTTR)
what is availability? - CORRECT ANSWERS✅✅reliability (MTBF) DIVIDED BY
reliability (MTBF) PLUS/ADD maintainability (MTTR )
what are some challenges with service quality? - CORRECT ANSWERS✅✅customer
expectations often change, different customers have different expectations, and includes
explicit and implicit service characterisitics
, what is the supplier role in quality? - CORRECT ANSWERS✅✅involve in product design,
supplier certification, rolled yield (cumulative defect rate)
what is ISO 9000? - CORRECT ANSWERS✅✅certified supplier provides some assurance
that supplier follows accepted quality practices
what is the Malcolm Baldrige Award? - CORRECT ANSWERS✅✅established in 1987 -
promote better quality management practices and improved quality results by U.S. industry
what is quality assurance? - CORRECT ANSWERS✅✅process oriented - preventing
defects by ensuring the processes used to manage and create deliverables works
what is quality control? - CORRECT ANSWERS✅✅product oriented - the function of
software quality that determines the ending result is what was expected
where to inspect? - CORRECT ANSWERS✅✅raw materials and purchased parts, before a
costly operation, before an irreversible process, and finished products
what is statistical process control? (SPC) - CORRECT ANSWERS✅✅taking samples of
process output, computing sample statistics, and using those statistics to conclude whether the
process is "in control" or "out of control"
types of inspection measurements (2): - CORRECT ANSWERS✅✅variables (continuous
measurements, quantity) or attributes (discrete measurements like scratches/rips)
what is a control chart? - CORRECT ANSWERS✅✅a time ordered plot of sample statistics
obtained from an on-going process
what is the purpose of a control chart? - CORRECT ANSWERS✅✅monitor process to
determine if variation is random (is the process "in control")???
AND CORRECT ANSWERS
definition of quality - CORRECT ANSWERS✅✅quality is the ability of a product or
service to consistently meet or exceed customer expectations
what is quality assurance? - CORRECT ANSWERS✅✅emphasis on finding and correcting
defects before reaching market ... focuses on poor quality items so it does not make it to a
customer
what is the strategic approach? - CORRECT ANSWERS✅✅focuses on preventing mistakes
from occuring
what are the determinants of quality? - CORRECT ANSWERS✅✅design, conformance,
availability(usability), and field service
what is mistake-proofing? - CORRECT ANSWERS✅✅developed at Toyota in the 1960s -
designed so mistakes cannot occur or immediately detectable - EXAMPLE: in
manufacturing, 2 parts are notched to only fit together one certain way
what are the "abilities"? - CORRECT ANSWERS✅✅reliability, maintainability, and
availability
what is reliability? - CORRECT ANSWERS✅✅the mean time between failures (MTBF)
what is maintainability? - CORRECT ANSWERS✅✅the mean time to repair (MTTR)
what is availability? - CORRECT ANSWERS✅✅reliability (MTBF) DIVIDED BY
reliability (MTBF) PLUS/ADD maintainability (MTTR )
what are some challenges with service quality? - CORRECT ANSWERS✅✅customer
expectations often change, different customers have different expectations, and includes
explicit and implicit service characterisitics
, what is the supplier role in quality? - CORRECT ANSWERS✅✅involve in product design,
supplier certification, rolled yield (cumulative defect rate)
what is ISO 9000? - CORRECT ANSWERS✅✅certified supplier provides some assurance
that supplier follows accepted quality practices
what is the Malcolm Baldrige Award? - CORRECT ANSWERS✅✅established in 1987 -
promote better quality management practices and improved quality results by U.S. industry
what is quality assurance? - CORRECT ANSWERS✅✅process oriented - preventing
defects by ensuring the processes used to manage and create deliverables works
what is quality control? - CORRECT ANSWERS✅✅product oriented - the function of
software quality that determines the ending result is what was expected
where to inspect? - CORRECT ANSWERS✅✅raw materials and purchased parts, before a
costly operation, before an irreversible process, and finished products
what is statistical process control? (SPC) - CORRECT ANSWERS✅✅taking samples of
process output, computing sample statistics, and using those statistics to conclude whether the
process is "in control" or "out of control"
types of inspection measurements (2): - CORRECT ANSWERS✅✅variables (continuous
measurements, quantity) or attributes (discrete measurements like scratches/rips)
what is a control chart? - CORRECT ANSWERS✅✅a time ordered plot of sample statistics
obtained from an on-going process
what is the purpose of a control chart? - CORRECT ANSWERS✅✅monitor process to
determine if variation is random (is the process "in control")???
