WGU C720 Unit 3 Module 4 Total Quality Management exam |32 questions and answers.

Total Quality Management (TQM) __________ is an approach to quality management that originated in Japan and was adopted successfully by many companies throughout the world. It involves every member of an organization working together to ensure quality. It is an organization-wide philosophy that embodies the following components: - Focus on the customer - Quality function deployment - Responsibility for quality - Team problem-solving - Employee training - Fact-based management Voice of the Customer _________ describes what customers want and what they like and do not like. focus group A ___________ is used when a firm wants to gather customers together and get feedback on ideas and products to better meet customer needs. House of Quality __________ is a matrix that helps a product design team translate customer requirements into operating and engineering goals. It shows the trade-offs between customer needs and design characteristics. Quality Function Deployment (QFD) ___________ relates customer needs and expectations to specific design characteristics through a series of grids or matrices. It relates customer needs to design characteristics. Responsibility for quality _________ is a component of TQM that ensures everyone in the company accepts responsibility for quality. team problem solving ______________ is a component of TQM that uses a team approach to the decision making process. One person may not have access to all the information, nor have the broad range of knowledge needed to understand the problem, design alternative solutions, and select the best approach. Employee Training ______________ is a component of TQM that emphasizes the importance of training employees to use the tools of statistical process control. Since group problem solving and decision making have proven to be optimal, employees must learn how to operate in groups. Fact-based management _________ is a component of TQM described as putting considerable initial emphasis on the gathering of facts, figures, data and evidence. - internal measures - number of customer complaints received or the percent of products reworked. - external measure - customer satisfaction. Plan-Do-Check-Act Cycle ____________ is a process for improving quality that describes the sequence used to solve problems and improve quality continuously over time; also known as the Shewhart Cycle. 1. P —Before making any changes, be sure everything is documented and standardized. Use appropriate tools to identify problems or opportunities for improvement. Develop a plan to make changes. 2. D —Implement the plan and document any changes made. 3. C —Analyze the revised process to determine if goals have been achieved. 4. A—If the goals have been achieved, then standardize and document the changes. Communicate the results to others that could benefit from similar changes. If the goals have not been achieved, determine why not, and proceed accordingly. continuous improvement ___________ is a commitment to constantly make things better one step at a time, always working to do better. Key components are necessary: 1. Assign teams to identify areas for improvement. 2. Use methods analysis and problem-solving tools. 3. Use the Plan-Do-Check-Act cycle. 4. Document improved procedures. The philosophies of Deming, Juran, and Crosby all include this concept. Benchmarking ___________ is a process by which a company compares its performance to the performance of other companies. The purpose of benchmarking is to set a standard based upon the company that is recognized as the best at a certain activity. statistical process control (SPC) ____________ is the use of statistical methods to determine when a process that produces a good or service is getting close to producing an unacceptable level of defects. There are seven basic tools: 1. Cause-and-effect diagrams or fishbone diagrams or 2. Ishikawa diagrams 3. Check sheets 4. Control charts 5. Histograms 6. Pareto charts 7. Scatter diagrams 8. Flow charts or run charts Check sheets __________ are the means used to record data points in real-time at the site where the data is generated. Fishbone charts __________ show the impact of various inputs into the result of a process. They help organizations isolate the root causes of problems such as bottlenecks in their processes. scatter plot ____________ displays data as a relationship between two variables. Usually, this is only used when one variable can be influenced in different quantities, degrees, or proportions, while the other variable can be monitored for effects resulting from the changes. The controlled variable is called the independent variable. Pareto chart A ___________ represents data values in a descending order to visualize the most frequent occurrences. Run charts ___________ are another form of control chart for processes that might have common features, a common scale, or some form of central tendency. Control charts __________ are graphical depictions of process output where the raw data is plotted in real-time within upper (UCL) and lower control limits (LCL). histogram A ___________ shows graphically where most of the values fall. Six Sigma ___________ relates to the firm's ability to produce error free products. It is used to improve products. It follows five steps (DMAIC): 1. Define - uses a project charter to define a problem or improvement opportunity; or Value Stream Mapping in regards to Voice of the Customer. 2. Measure - Measuring current, or “as-is”, process performance is accomplished with a process map of the activities performed at each step of the process. 3. Analyze - Charts and diagrams are used to visualize the measurements and the frequency of problems or defects, including scatter plots, pareto charts, histograms, and run charts. Determine the root causes of variation in the process that result in failures or defects. 4. Improve - current process is changed by addressing the root causes identified in the Analysis stage to improve process performance. 5. Control - Maintaining and standardizing the improved performance. Mistake-proofing, 5S methodology (sort, straighten, shine, standardize, sustain) can be used. DMADV _______ is design for six sigma (DFSS) for new products or services (Define, Measure, Analyze, Design, Verify) Kaizen Teams ___________ can make rapid changes using ideas from the people who are directly involved in the process. Kaizen - Japanese word for "change better" or continuous improvement. Value Stream Mapping ____________ is used to provide an overview of an entire process, from beginning to end, with regard to the VOC, and identifies what is required to meet the customer's needs. SIPOC __________ is a chart that defines Suppliers, Inputs, Process, Outputs, Customers Deming Cycle ___________ Plan, Do, Study, Analyze DMAIC DMAIC is a six sigma process for improving current products. 1. Define - uses a project charter to define a problem or improvement opportunity; or Value Stream Mapping in regards to Voice of the Customer. 2. Measure - Measuring current, or “as-is”, process performance is accomplished with a process map of the activities performed at each step of the process. 3. Analyze - Charts and diagrams are used to visualize the measurements and the frequency of problems or defects, including scatter plots, pareto charts, histograms, and run charts. Determine the root causes of variation in the process that result in failures or defects. 4. Improve - current process is changed by addressing the root causes identified in the Analysis stage to improve process performance. 5. Control - Maintaining and standardizing the improved performance. Mistake-proofing, 5S methodology (sort, straighten, shine, standardize, sustain) can be used.