12 Questions
Which tool of TQM is used for organizing data and identifying problems?
Pareto chart
What is the goal of Six Sigma in terms of defects per million opportunities?
3.4 defects per million
Which quality award is given by the U.S. government to recognize achievements in quality and performance excellence?
Malcolm Baldrige National Quality Award
What does Statistical Process Control (SPC) aim to do?
Monitor standards and take corrective actions in real time
Which component of TQM involves focusing on service recovery to immediately solve problems?
Managing customer expectations vs. customer experience
What is the primary focus of Total Quality Management (TQM)?
Improving products and services continuously
What is the definition of quality according to ASQ?
Product characteristics & features that affect customer satisfaction
Which of the following is NOT one of the Dimensions of Quality for Goods?
Competence
What are the determinants of service quality?
Access, Courtesy, Credibility
Which award recognizes and promotes high-quality goods and services in Canada?
CAE (Canadian Award of Excellence)
Which category of Costs of Quality are considered positive and constructive?
Prevention costs
What is user-based quality focused on?
Fitness for purpose as perceived by the consumer
Learn about how improved quality can lead to increased profits by enhancing sales gain and reducing costs. Explore various definitions of quality according to ASQ, user-based, and manufacturing-based perspectives.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
