OPRE 3310 EXAM 2 STUDY GUIDE
quality - Answers :the ability of a product or service to consistently meet or exceed
customer expectations
dimensions of product quality - Answers :performance, aesthetics, special features,
conformance, reliability, durability, perceived quality, serviceability, convenience,
responsiveness, time, assurance, courtesy, tangibles, consistency
determinants of quality - Answers :quality of design, quality of conformance, ease-of-
use and user instructions, after-the-sale service
responsibility for quality - Answers :top management, design, procurement,
production/operations, quality assurance, packaging and shipping, marketing and sales,
customer service
benefits of good quality - Answers :enhanced reputation for quality, ability to command
premium prices, increased market share, greater customer loyalty, lower liability costs,
fewer production or service problems, lower production costs, higher profits
consequences of poor quality - Answers :loss of business, liability, productivity
costs of quality - Answers :appraisal costs, prevention costs, failure costs (internal &
external)
top quality mangement - Answers :a philosophy that involves everyone in an
organization in a continual effort to improve quality and achieve customer satisfaction
TQM approach - Answers :1. find out what the customer wants
2. design a product or service that meets or exceeds customer wants
3. design processes that facilitate doing the job right the first time
4. keep track of results
5. extend these concepts throughout the supply chain
TQM elements - Answers :1. continuous improvement
2. competitive benchmarking
3. employee empowerment
4. team approach
5. decision based on fact, not opinion
6. knowledge of tools
7. supplier quality
8. champion
9. quality at the source
10. suppliers are partners in the process
, six sigma - Answers :a business process for improving quality, reducing costs, and
increasing customer satisfaction - statistically & conceptually
lean six sigma - Answers :a balanced approach to process improvement that integrates
principles from lean operation and statistical tools for variation reduction from six sigma
to achieve speed and quality
plan-do-study-act (pdsa) cycle - Answers :1. plan: document current process, collect &
analyze data, specify measures
2. do: implement plan, document changes
3. study: evaluate data collection during phase, check results against goals
4. act: if results are successful, standardize new process, implement training for new
method, if unsuccessful - revise the plan
quality circle - Answers :groups of workers who meet to discuss ways of improving
products or processes
benchmarking process - Answers :1. identify a critical process that needs improvement
2. identify an organization that excels in this process
3. contact that organization
4. analyze the data
5. improve the critical process
SPC - Answers :statistical process control - the use of statistics to control processes
principles of control - Answers :1. a standard definition of quality
2. an observation or measurement
causes of variability - Answers :1. randomness
2. assignable
variable data - Answers :data that can take on many different values
-mean chart
-range chart
attributable data - Answers :data that can take on just certain values
-binary: good/bad: p-chart
-counting defects: c-chart
2 fundamental questions - Answers :1. is the process capable of producing a quality
part? (use process capability calculation - Cp or Cpk)
2. is the process in control? (use control charts and run tests)
mean chart (x-chart) - Answers :measures shift in the process mean
n = sample size
N = number of samples
quality - Answers :the ability of a product or service to consistently meet or exceed
customer expectations
dimensions of product quality - Answers :performance, aesthetics, special features,
conformance, reliability, durability, perceived quality, serviceability, convenience,
responsiveness, time, assurance, courtesy, tangibles, consistency
determinants of quality - Answers :quality of design, quality of conformance, ease-of-
use and user instructions, after-the-sale service
responsibility for quality - Answers :top management, design, procurement,
production/operations, quality assurance, packaging and shipping, marketing and sales,
customer service
benefits of good quality - Answers :enhanced reputation for quality, ability to command
premium prices, increased market share, greater customer loyalty, lower liability costs,
fewer production or service problems, lower production costs, higher profits
consequences of poor quality - Answers :loss of business, liability, productivity
costs of quality - Answers :appraisal costs, prevention costs, failure costs (internal &
external)
top quality mangement - Answers :a philosophy that involves everyone in an
organization in a continual effort to improve quality and achieve customer satisfaction
TQM approach - Answers :1. find out what the customer wants
2. design a product or service that meets or exceeds customer wants
3. design processes that facilitate doing the job right the first time
4. keep track of results
5. extend these concepts throughout the supply chain
TQM elements - Answers :1. continuous improvement
2. competitive benchmarking
3. employee empowerment
4. team approach
5. decision based on fact, not opinion
6. knowledge of tools
7. supplier quality
8. champion
9. quality at the source
10. suppliers are partners in the process
, six sigma - Answers :a business process for improving quality, reducing costs, and
increasing customer satisfaction - statistically & conceptually
lean six sigma - Answers :a balanced approach to process improvement that integrates
principles from lean operation and statistical tools for variation reduction from six sigma
to achieve speed and quality
plan-do-study-act (pdsa) cycle - Answers :1. plan: document current process, collect &
analyze data, specify measures
2. do: implement plan, document changes
3. study: evaluate data collection during phase, check results against goals
4. act: if results are successful, standardize new process, implement training for new
method, if unsuccessful - revise the plan
quality circle - Answers :groups of workers who meet to discuss ways of improving
products or processes
benchmarking process - Answers :1. identify a critical process that needs improvement
2. identify an organization that excels in this process
3. contact that organization
4. analyze the data
5. improve the critical process
SPC - Answers :statistical process control - the use of statistics to control processes
principles of control - Answers :1. a standard definition of quality
2. an observation or measurement
causes of variability - Answers :1. randomness
2. assignable
variable data - Answers :data that can take on many different values
-mean chart
-range chart
attributable data - Answers :data that can take on just certain values
-binary: good/bad: p-chart
-counting defects: c-chart
2 fundamental questions - Answers :1. is the process capable of producing a quality
part? (use process capability calculation - Cp or Cpk)
2. is the process in control? (use control charts and run tests)
mean chart (x-chart) - Answers :measures shift in the process mean
n = sample size
N = number of samples
