D469 Test Questions with Verified Correct
Answers
Quality of conformance
The degree to which goods or services conform to the intent of the designers
Total Quality Management (TQM)
a philosophy for managing an organization centered on quality and customer satisfaction
as “the” strategy for achieving long-term success.
Quality Management System (QMS)
The official system that measures quality, which evolved out of the ISO:9001 certification
process.
ISO certifies a company’s “quality management system,” and much of the ISO’s written
materials refer directly to “quality management systems.”
process flowchart
A diagram of the steps in a job, operation, or process. Allows employees to visualize where
quality needs to be improved.
scatter diagram
a quality tool that shows if there is a relationship between two variables.
Pareto Analysis (80/20 rule)
Using this concept for quality, in most cases the majority of problems come from one or just
a few sources.
, Helps management identify problems or strengths within an organization by tallying the
percentage of defects resulting from different causes.
Deming's 14 points
14 points used to achieve highest level of customer satisfaction
Many companies reduce their number of suppliers in order to have more direct influence over
their suppliers' quality and delivery performance, which was one of Deming's 14 points. It is
based on the notion that if a company has a major portion of a supplier's business, then the
supplier is more willing to meet the customer's quality standards.
An important component of any QMS
The ability to measure customer satisfaction; to “hear” what the customer wants. The
company needs to know if its QMS is effective by some form of measurement system.
Voice of the Customer (VOC)
Customer satisfaction surveys, necessary for Baldridge Award applicants
Employee role in quality
Employees need to be active participants in the quality-improvement process and must feel a
responsibility for quality. A systematic procedure is necessary to involve workers and solicit
their input.
Six Sigma
Measure of how much a given product or process deviates from perfection, or zero defects.
The main idea behind Six Sigma is that if the number of “defects” in a process can be
measured, then it can be systematically determined how to eliminate them and get as close to
Answers
Quality of conformance
The degree to which goods or services conform to the intent of the designers
Total Quality Management (TQM)
a philosophy for managing an organization centered on quality and customer satisfaction
as “the” strategy for achieving long-term success.
Quality Management System (QMS)
The official system that measures quality, which evolved out of the ISO:9001 certification
process.
ISO certifies a company’s “quality management system,” and much of the ISO’s written
materials refer directly to “quality management systems.”
process flowchart
A diagram of the steps in a job, operation, or process. Allows employees to visualize where
quality needs to be improved.
scatter diagram
a quality tool that shows if there is a relationship between two variables.
Pareto Analysis (80/20 rule)
Using this concept for quality, in most cases the majority of problems come from one or just
a few sources.
, Helps management identify problems or strengths within an organization by tallying the
percentage of defects resulting from different causes.
Deming's 14 points
14 points used to achieve highest level of customer satisfaction
Many companies reduce their number of suppliers in order to have more direct influence over
their suppliers' quality and delivery performance, which was one of Deming's 14 points. It is
based on the notion that if a company has a major portion of a supplier's business, then the
supplier is more willing to meet the customer's quality standards.
An important component of any QMS
The ability to measure customer satisfaction; to “hear” what the customer wants. The
company needs to know if its QMS is effective by some form of measurement system.
Voice of the Customer (VOC)
Customer satisfaction surveys, necessary for Baldridge Award applicants
Employee role in quality
Employees need to be active participants in the quality-improvement process and must feel a
responsibility for quality. A systematic procedure is necessary to involve workers and solicit
their input.
Six Sigma
Measure of how much a given product or process deviates from perfection, or zero defects.
The main idea behind Six Sigma is that if the number of “defects” in a process can be
measured, then it can be systematically determined how to eliminate them and get as close to
