QDM Expert Book 1 questions with verified answers
2 Types of Quality Cost Ans✓✓✓ the cost of poor and quality cost of good quality
ABLE - Asses steps Ans✓✓✓ 1. Determine if an ERA is needed
2. If a customer is impacted make sure contact is made per OpCo policy
3. Establish small team
4. Define and describe the correct problem
ABLE Ans✓✓✓ corrective action preventative action
Applying QDM in our daily work helps us Ans✓✓✓ work smarter and achieve
more.
Assess Tools/Deliverables Ans✓✓✓ 5 W's 2 H's
Interim control or correcting actions
Opportunity statement
Data Collection Plan
SIPOC
Brainstorming
Charter with approval
Baldridge Award Ans✓✓✓ Annual award given by the U.S. government to
recognize quality achievements of U.S. companies.
, Build Phase Ans✓✓✓ Conduct root cause analysis, observe process to identify
failure point, develop potential solutions (PCAs) to address root cause, explore
PCAs and select one, Pilot the OCA and validate it works as intended, work with
leadership to determine if business case and resources are needed.
Build Phase Tools and Deliverables Ans✓✓✓ Five Whys, Pareto Chart, Fishbone
Diagram, Process Maps. Process observation methods, solution selection
methods, measurement used to determine success, pilort results, approval of
leadership + stakeholders + customers.
By delivering superior business performance we Ans✓✓✓ lay the foundations for
superior customer experience
By improving the customer experience we Ans✓✓✓ set the stage for future gains
in business performance
Customers Define Ans✓✓✓ Quality
Dashboard Ans✓✓✓ graphic summary that provides easy to read visual
indicators of KSFs
Dashboards and Scorecards Ans✓✓✓ tools that illustrate ways of quickly
visualizing the status of business processes and quality measurements
Definition of Quality Ans✓✓✓ Quality is a measure of how well we meet
customer requirements and expectations over time.
2 Types of Quality Cost Ans✓✓✓ the cost of poor and quality cost of good quality
ABLE - Asses steps Ans✓✓✓ 1. Determine if an ERA is needed
2. If a customer is impacted make sure contact is made per OpCo policy
3. Establish small team
4. Define and describe the correct problem
ABLE Ans✓✓✓ corrective action preventative action
Applying QDM in our daily work helps us Ans✓✓✓ work smarter and achieve
more.
Assess Tools/Deliverables Ans✓✓✓ 5 W's 2 H's
Interim control or correcting actions
Opportunity statement
Data Collection Plan
SIPOC
Brainstorming
Charter with approval
Baldridge Award Ans✓✓✓ Annual award given by the U.S. government to
recognize quality achievements of U.S. companies.
, Build Phase Ans✓✓✓ Conduct root cause analysis, observe process to identify
failure point, develop potential solutions (PCAs) to address root cause, explore
PCAs and select one, Pilot the OCA and validate it works as intended, work with
leadership to determine if business case and resources are needed.
Build Phase Tools and Deliverables Ans✓✓✓ Five Whys, Pareto Chart, Fishbone
Diagram, Process Maps. Process observation methods, solution selection
methods, measurement used to determine success, pilort results, approval of
leadership + stakeholders + customers.
By delivering superior business performance we Ans✓✓✓ lay the foundations for
superior customer experience
By improving the customer experience we Ans✓✓✓ set the stage for future gains
in business performance
Customers Define Ans✓✓✓ Quality
Dashboard Ans✓✓✓ graphic summary that provides easy to read visual
indicators of KSFs
Dashboards and Scorecards Ans✓✓✓ tools that illustrate ways of quickly
visualizing the status of business processes and quality measurements
Definition of Quality Ans✓✓✓ Quality is a measure of how well we meet
customer requirements and expectations over time.
