Quality Management Overview UPDATED ACTUAL Questions and
CORRECT Answers
1. Benchmarking Comparison of actual or planned practices to those of comparable organizations
to identify best practices and provide a basis for measuring performance.
2. Quality Assur- Process of auditing quality requirements and results from quality control measure-
ance (QA) ments to ensure appropriate quality standards are used. QA is process oriented
3. Quality Control Process of monitoring and recording results of quality activities to assess per-
(QC) formance and recommend necessary changes; product oriented. QC is product
oriented.
4. Control Charts Graphic display of process data over time against established control limits, aiding
in detecting trends toward control limits.
5. Control Limits Area composed of three standard deviations on either side of the center line of a
normal distribution of data on a control chart, reflecting expected data variation.
6. Specification Lim- Area on either side of the center line of data on a control chart meeting customer's
its requirements for a product or service.
7. Statistical Sam- Choosing part of a population of interest for inspection.
pling
8. Design of Experi- Statistical method for identifying factors influencing specific variables of a product
ments (DOE) or process.
9. Trend Analysis Analytical technique using mathematical models to forecast future outcomes based
on historical results.
10. Quality Degree to which inherent characteristics fulfill requirements.
11. Grade Category or rank distinguishing items with the same functional use but dittering
quality requirements (e.g. ditterent hammers may need to withstand ditterent
amounts of force).
, 12. Customer Satis- Fulfillment state where customer needs are met or exceeded based on expected
faction experiences.
13. Prevention over The cost of preventing mistakes is generally much less than the cost of correcting
Inspection mistakes when they are found by inspection or during usage.
14. Cost of Quality Total cost of ettorts to achieve product, service, or result quality, including preven-
(COQ) tion, appraisal, and failure costs.
15. Continuous Im- Ongoing ettort to improve products, services, or processes, seeking incremental or
provement breakthrough improvement. Referred to as "kaizen" in Japan.
16. Precision Measure of exactness.
17. Accuracy Measure of correctness.
18. Project Quality Process of identifying quality requirements and standards for a project and its
Management deliverables.
19. Prevention Designing quality in, including project team training and quality strategy mapping
before work begins.
20. Appraisal Preproduction and production inspections, tests, or sampling to assure final prod-
uct compliance with specifications.
21. Internal Failures Failures occurring before leaving the organization, including scrap, rework, repair,
and defect valuation.
22. External Failures Failures discovered by the customer, including returns, complaints, corrective ac-
tion, and field maintenance.
23. Seven Basic Qual- Set of tools including cause and ettect diagram, flowchart, checksheet, Pareto
ity Tools diagram, histogram, control chart, and scatter diagram.
24.
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CORRECT Answers
1. Benchmarking Comparison of actual or planned practices to those of comparable organizations
to identify best practices and provide a basis for measuring performance.
2. Quality Assur- Process of auditing quality requirements and results from quality control measure-
ance (QA) ments to ensure appropriate quality standards are used. QA is process oriented
3. Quality Control Process of monitoring and recording results of quality activities to assess per-
(QC) formance and recommend necessary changes; product oriented. QC is product
oriented.
4. Control Charts Graphic display of process data over time against established control limits, aiding
in detecting trends toward control limits.
5. Control Limits Area composed of three standard deviations on either side of the center line of a
normal distribution of data on a control chart, reflecting expected data variation.
6. Specification Lim- Area on either side of the center line of data on a control chart meeting customer's
its requirements for a product or service.
7. Statistical Sam- Choosing part of a population of interest for inspection.
pling
8. Design of Experi- Statistical method for identifying factors influencing specific variables of a product
ments (DOE) or process.
9. Trend Analysis Analytical technique using mathematical models to forecast future outcomes based
on historical results.
10. Quality Degree to which inherent characteristics fulfill requirements.
11. Grade Category or rank distinguishing items with the same functional use but dittering
quality requirements (e.g. ditterent hammers may need to withstand ditterent
amounts of force).
, 12. Customer Satis- Fulfillment state where customer needs are met or exceeded based on expected
faction experiences.
13. Prevention over The cost of preventing mistakes is generally much less than the cost of correcting
Inspection mistakes when they are found by inspection or during usage.
14. Cost of Quality Total cost of ettorts to achieve product, service, or result quality, including preven-
(COQ) tion, appraisal, and failure costs.
15. Continuous Im- Ongoing ettort to improve products, services, or processes, seeking incremental or
provement breakthrough improvement. Referred to as "kaizen" in Japan.
16. Precision Measure of exactness.
17. Accuracy Measure of correctness.
18. Project Quality Process of identifying quality requirements and standards for a project and its
Management deliverables.
19. Prevention Designing quality in, including project team training and quality strategy mapping
before work begins.
20. Appraisal Preproduction and production inspections, tests, or sampling to assure final prod-
uct compliance with specifications.
21. Internal Failures Failures occurring before leaving the organization, including scrap, rework, repair,
and defect valuation.
22. External Failures Failures discovered by the customer, including returns, complaints, corrective ac-
tion, and field maintenance.
23. Seven Basic Qual- Set of tools including cause and ettect diagram, flowchart, checksheet, Pareto
ity Tools diagram, histogram, control chart, and scatter diagram.
24.
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