ASQ CQE | FROM QUESTION TO PERFECTION| STUDY
WITH CONFIDENCE!
Dimensions of Quality Answer: 1. Performance
2. Reliability
3. Durability
4. Serviceable
5. Aesthetics
6. Features
7. Perceived Quality
8. Conformance to Standards
9. Responsiveness
10. Professionalism
11. Attentiveness
Common Themes in Quality Philosophies Answer: 1. Quality improvement is a never-ending
process
2. Commitment, knowledge, & participation of top management is critical
3. Management is responsible for articulating company philosophy, goals, measurable
objectives, & change strategy
4. All employees need to be active participants
5. Common language/procedures are important to communicate & support Quality efforts
6. A process must be established to identify most critical problems, determine causes, & find
solutions
7. Changes in company culture, roles, & responsibility may be required
Juran Trilogy Answer: Quality Control, Quality Improvement, & Quality Planning
What was new about Quality in 1930? Answer: Process Control Chart (Shewart); Assembly
Line Quality
Continuous Improvement Methodologies Answer: 1. Statistical Process Control (SPC)
2. Total Quality Management (TQM)
3. Lean (get job done as simply as possible; JIT)
4. Six Sigma (communication, organization, financial accountability, & techniques)
Deming's 14 Points Answer: 1. Consistency of purpose (long term)
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1
,2. Adopt new philosophy; don't accept common errors
3. Don't depend solely on inspection (create built-in quality)
4. Don't reward business based on money; depend on measures of quality
5. Find problems & work continually on system
6. Modern training methods on the job
7. Modern supervision methods of production workers (they have responsibility to quality)
8. Drive out fear
9. Different departments to work as a team
10. Provide methods for new levels of productivity
11. Eliminate work standards that require quotas
12. Remove barriers between hourly worker & pride to quality
13. Education & retraining program
14. Top management structure that pushes these points
SMART Method Answer: Specific
Measurable
Attainable
Relevant
Time-bound
Analysis Phase of Strategic Planning Answer: Analyzing SWOT (Strengths, Weaknesses,
Opportunities, & Threats) of the organization
Ways to respond to SWOT in an organization Answer: Strengths- Analyze competitiveness
Weaknesses- Analyze ways for process improvements
Opportunities- Possible new product development
Threats- Preparation
Effectiveness Tests Answer: Ways to determine effectiveness of Quality Plans:
1. Does the plan address SWOT? (data driven stage)
2. Will the plan result in a competitive advantage? (customer based)
3. Is this advantage sustainable? (quality improvement)
4. Does the vision inspire employees? (clear view of planned future)
5. Are the goals/objectives SMART?
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, 6. Are the goals/objectives aligned with the organization?
7. Are adequate resources allocated?
8. Are organizational structures/systems/processes appropriate?
9. Is a review & reporting system in place to monitor execution?
10. Does strategic planning team include representatives from all affected work groups?
Types of Deployment Techniques Answer: Benchmarking, Stakeholder Analysis, Performance
Benchmarking Answer: A technique in which organizations compare their performance with a
competitor which helps identify new ideas/methods to improve operational effectiveness; seek
out, study, & emulate best practices & metrics/measurements associated with high
performance/results; helps to gain awareness of shortfalls in performance & plan/implement
countermeasures to enhance performance
Drawbacks- Lack of commitment, insufficient planning, comparing processes that are
insufficiently similar, measuring processes that have little potential for gain, & not surpassing
other leadership industries only "catching up"
Stages of Benchmarking Answer: 1. Planning- Identify scope/objectives
2. Data Collection- Develop mutually acceptable protocol
3. Analysis- Assess for accuracy & credibility
4. Implementation- Initiate change
Types of Stakeholders Answer: -Stockholders (owners of the company)
-Executive Group
-Employees
-Suppliers & Customers
-Community
Performance measures should be: Answer: -Linked to strategic objectives
-Rigorous
-Objective
-Quantifiable & standardized
-Achievable
-Realistic
-Time-based
-Assigned to appropriate personnel
APPHIA – Crafted with Care and Precision for Academic Excellence.
3
WITH CONFIDENCE!
Dimensions of Quality Answer: 1. Performance
2. Reliability
3. Durability
4. Serviceable
5. Aesthetics
6. Features
7. Perceived Quality
8. Conformance to Standards
9. Responsiveness
10. Professionalism
11. Attentiveness
Common Themes in Quality Philosophies Answer: 1. Quality improvement is a never-ending
process
2. Commitment, knowledge, & participation of top management is critical
3. Management is responsible for articulating company philosophy, goals, measurable
objectives, & change strategy
4. All employees need to be active participants
5. Common language/procedures are important to communicate & support Quality efforts
6. A process must be established to identify most critical problems, determine causes, & find
solutions
7. Changes in company culture, roles, & responsibility may be required
Juran Trilogy Answer: Quality Control, Quality Improvement, & Quality Planning
What was new about Quality in 1930? Answer: Process Control Chart (Shewart); Assembly
Line Quality
Continuous Improvement Methodologies Answer: 1. Statistical Process Control (SPC)
2. Total Quality Management (TQM)
3. Lean (get job done as simply as possible; JIT)
4. Six Sigma (communication, organization, financial accountability, & techniques)
Deming's 14 Points Answer: 1. Consistency of purpose (long term)
APPHIA – Crafted with Care and Precision for Academic Excellence.
1
,2. Adopt new philosophy; don't accept common errors
3. Don't depend solely on inspection (create built-in quality)
4. Don't reward business based on money; depend on measures of quality
5. Find problems & work continually on system
6. Modern training methods on the job
7. Modern supervision methods of production workers (they have responsibility to quality)
8. Drive out fear
9. Different departments to work as a team
10. Provide methods for new levels of productivity
11. Eliminate work standards that require quotas
12. Remove barriers between hourly worker & pride to quality
13. Education & retraining program
14. Top management structure that pushes these points
SMART Method Answer: Specific
Measurable
Attainable
Relevant
Time-bound
Analysis Phase of Strategic Planning Answer: Analyzing SWOT (Strengths, Weaknesses,
Opportunities, & Threats) of the organization
Ways to respond to SWOT in an organization Answer: Strengths- Analyze competitiveness
Weaknesses- Analyze ways for process improvements
Opportunities- Possible new product development
Threats- Preparation
Effectiveness Tests Answer: Ways to determine effectiveness of Quality Plans:
1. Does the plan address SWOT? (data driven stage)
2. Will the plan result in a competitive advantage? (customer based)
3. Is this advantage sustainable? (quality improvement)
4. Does the vision inspire employees? (clear view of planned future)
5. Are the goals/objectives SMART?
APPHIA – Crafted with Care and Precision for Academic Excellence.
2
, 6. Are the goals/objectives aligned with the organization?
7. Are adequate resources allocated?
8. Are organizational structures/systems/processes appropriate?
9. Is a review & reporting system in place to monitor execution?
10. Does strategic planning team include representatives from all affected work groups?
Types of Deployment Techniques Answer: Benchmarking, Stakeholder Analysis, Performance
Benchmarking Answer: A technique in which organizations compare their performance with a
competitor which helps identify new ideas/methods to improve operational effectiveness; seek
out, study, & emulate best practices & metrics/measurements associated with high
performance/results; helps to gain awareness of shortfalls in performance & plan/implement
countermeasures to enhance performance
Drawbacks- Lack of commitment, insufficient planning, comparing processes that are
insufficiently similar, measuring processes that have little potential for gain, & not surpassing
other leadership industries only "catching up"
Stages of Benchmarking Answer: 1. Planning- Identify scope/objectives
2. Data Collection- Develop mutually acceptable protocol
3. Analysis- Assess for accuracy & credibility
4. Implementation- Initiate change
Types of Stakeholders Answer: -Stockholders (owners of the company)
-Executive Group
-Employees
-Suppliers & Customers
-Community
Performance measures should be: Answer: -Linked to strategic objectives
-Rigorous
-Objective
-Quantifiable & standardized
-Achievable
-Realistic
-Time-based
-Assigned to appropriate personnel
APPHIA – Crafted with Care and Precision for Academic Excellence.
3
