QDM EXAM 2 QUESTIONS AND ANSWERS
Based on the specification shown in the m&m example - would the red m&m be considered a quality
product based on conforming to the diameter specification? - CORRECT ANSWER✅✅Yes - the red
m&m's diameter is 1.042 mm which is within the design tolerance of 1.037 to 1.043 mm
Quality - CORRECT ANSWER✅✅The totality of characteristics of an entity that bear on its ability to
satisfy stated or implied needs or the degree to which a set of inherent characteristics fulfill
requirements - ASQ / Ability of a product or service to meet customer needs - Russ
5 Common Deffinitions - CORRECT ANSWER✅✅1. Conformance to specification
2. Value for price paid
3. Fitness for use
4. Support services
5. Psychological Criteria
Conformance to Specification - CORRECT ANSWER✅✅Measuring output or performance versus
intended design parameters.
ex: Is this m&m within the design tolerance?
1.040 +.003-.003
VALUE FOR PRICE PAID - CORRECT ANSWER✅✅Value is how a customer perceives the worth of an item
relative to the price of the item.
ex: Which meal/vehicle is of higher quality?
Jeep vs. Porche
After-sale Support Services - CORRECT ANSWER✅✅How issues or problems are handled after the sale
Customer feels:
Taken care of and things are made right (positive experience - become repeat customer)
vs.
Poor after sales services
,Quality is ______ - CORRECT ANSWER✅✅Objectively defined case by case
Psychological benefit - CORRECT ANSWER✅✅The core of how a customer feels about a service
ex: Disney = positive psychological experience
Cost of Quality (COQ) - CORRECT ANSWER✅✅Two categories
Quality of Control Costs
Quality failure costs
Quality of Control Costs - CORRECT ANSWER✅✅Programs and personel prevention and appraisal of
quality defects
Quality Failure Costs - CORRECT ANSWER✅✅time and material required to fix the internal and external
(with customers) failures
The tip of the iceberg - CORRECT ANSWER✅✅COPQ - tip
Collateral damage - can run deep and have an impact on employee turnover, inventory management
costs, increased logistics costs, and etc.
Optimizing Quality Costs - CORRECT ANSWER✅✅Chart
Poor Quality management and control - CORRECT ANSWER✅✅ex: Ford Pinto
Real world Impact of quality - CORRECT ANSWER✅✅Success of a business, safety of customers, survival
as a species on this planet
What is the Japanese term commonly used by operations managers to refer to continuous process
improvement . . . - CORRECT ANSWER✅✅Kaizen
, Which one of the following is NOT considered a TQM Tool . . . - CORRECT ANSWER✅✅EOQ Analysis
TQM - CORRECT ANSWER✅✅the entire organization is focused on satisfying the customer.
-Manufacturing
-Services
-Finance / Banking
-Health Care
W EDWARDS DEMING - CORRECT ANSWER✅✅A Founding Father of TQM
"The prevailing system of management has crushed fun out of the workplace!"
DEFINITION OF TQM - CORRECT ANSWER✅✅TQM is the management of an entire organization so that
it excels in all aspects of products and services that are important to the customer.
TQM PHILOSOPHY - CORRECT ANSWER✅✅Involve Everyone
Customer Focus
RUSS' TRAINING AT GE - CORRECT ANSWER✅✅ROOT CAUSE
"ask why five times"
CORRECTIVE ACTION
"fix it once and for all"
7 TQM CONCEPTS - CORRECT ANSWER✅✅1.Continuous Improvement
2.Six Sigma
3.Employee Empowerment
4.Benchmarking
5.Just-in-time (JIT)
Based on the specification shown in the m&m example - would the red m&m be considered a quality
product based on conforming to the diameter specification? - CORRECT ANSWER✅✅Yes - the red
m&m's diameter is 1.042 mm which is within the design tolerance of 1.037 to 1.043 mm
Quality - CORRECT ANSWER✅✅The totality of characteristics of an entity that bear on its ability to
satisfy stated or implied needs or the degree to which a set of inherent characteristics fulfill
requirements - ASQ / Ability of a product or service to meet customer needs - Russ
5 Common Deffinitions - CORRECT ANSWER✅✅1. Conformance to specification
2. Value for price paid
3. Fitness for use
4. Support services
5. Psychological Criteria
Conformance to Specification - CORRECT ANSWER✅✅Measuring output or performance versus
intended design parameters.
ex: Is this m&m within the design tolerance?
1.040 +.003-.003
VALUE FOR PRICE PAID - CORRECT ANSWER✅✅Value is how a customer perceives the worth of an item
relative to the price of the item.
ex: Which meal/vehicle is of higher quality?
Jeep vs. Porche
After-sale Support Services - CORRECT ANSWER✅✅How issues or problems are handled after the sale
Customer feels:
Taken care of and things are made right (positive experience - become repeat customer)
vs.
Poor after sales services
,Quality is ______ - CORRECT ANSWER✅✅Objectively defined case by case
Psychological benefit - CORRECT ANSWER✅✅The core of how a customer feels about a service
ex: Disney = positive psychological experience
Cost of Quality (COQ) - CORRECT ANSWER✅✅Two categories
Quality of Control Costs
Quality failure costs
Quality of Control Costs - CORRECT ANSWER✅✅Programs and personel prevention and appraisal of
quality defects
Quality Failure Costs - CORRECT ANSWER✅✅time and material required to fix the internal and external
(with customers) failures
The tip of the iceberg - CORRECT ANSWER✅✅COPQ - tip
Collateral damage - can run deep and have an impact on employee turnover, inventory management
costs, increased logistics costs, and etc.
Optimizing Quality Costs - CORRECT ANSWER✅✅Chart
Poor Quality management and control - CORRECT ANSWER✅✅ex: Ford Pinto
Real world Impact of quality - CORRECT ANSWER✅✅Success of a business, safety of customers, survival
as a species on this planet
What is the Japanese term commonly used by operations managers to refer to continuous process
improvement . . . - CORRECT ANSWER✅✅Kaizen
, Which one of the following is NOT considered a TQM Tool . . . - CORRECT ANSWER✅✅EOQ Analysis
TQM - CORRECT ANSWER✅✅the entire organization is focused on satisfying the customer.
-Manufacturing
-Services
-Finance / Banking
-Health Care
W EDWARDS DEMING - CORRECT ANSWER✅✅A Founding Father of TQM
"The prevailing system of management has crushed fun out of the workplace!"
DEFINITION OF TQM - CORRECT ANSWER✅✅TQM is the management of an entire organization so that
it excels in all aspects of products and services that are important to the customer.
TQM PHILOSOPHY - CORRECT ANSWER✅✅Involve Everyone
Customer Focus
RUSS' TRAINING AT GE - CORRECT ANSWER✅✅ROOT CAUSE
"ask why five times"
CORRECTIVE ACTION
"fix it once and for all"
7 TQM CONCEPTS - CORRECT ANSWER✅✅1.Continuous Improvement
2.Six Sigma
3.Employee Empowerment
4.Benchmarking
5.Just-in-time (JIT)
