QDM - Quality Driven Management Questions And Answers

QDM - Quality Driven Management Questions And Answers QDM Principles - ANS > Customers Define Quality > Be Scientific > Measure, Measure, Measure > Optimize Business Performance > Quality Involves Teamwork > View Failures as Opportunities ABLE Problem Solving Process - ANS > ASSESS > BUILD > LAUNCH > EVALUATE ASSESS - ANS > 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. BUILD - ANS > 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. LAUNCH - ANS > LAUNCH the solution successfully through careful planning and control. > The improvement effort proceeds through careful implementation and control planning. EVALUATE - ANS > EVALUATE the implementation to confirm its real work success. > Performance is measured and results shared. Opportunity Statement - ANS a description of a quality problem, its impact, and the benefits of solving it. Opportunity Statement - Key Points - ANS a. Don't include causes b. Don't attribute blame c. Focus on a single problem d. Don't offer solutions e. Be realistic QDM Methodologies - ANS a. ISO b. Baldridge c. Lean d. Six Sigma A dissatisfied customer with any OpCo stands a ____________ of switching to a competitor. - ANS 40% chance QDM Mission - ANS To deliver market-leading customer experiences, business excellence, and financial returns through a quality-oriented culture and day-to-day application of quality science. Quality Costs - Two very real types: - ANS a. The Cost of Poor Quality b. The Cost of Good Quality 1:10:100 Rule: - ANS • $1 spent on doing the job right saves • $10 on correction and • $100 on the cost of a failure In businesses generally, _____________________ in a business are due to mistakes, errors, and replacing lost customers. - ANS 10-20% of corporate expenses QDM Quality Measures: - ANS a. Service Quality Index (SQI) b. Key Process Indicators (KPI) c. Dashboards and Scorecards QAT - Quality Action Team - ANS a group of FedEx employees who come together to work intensively on a quality issue, then disband once the problem has been solved. Applying QDM Summary: - ANS • When you see a problem, fix it. • When you see something t