Quality Management Principles Quiz

<p>Facilitating change (A)</p> Signup and view all the answers

<p>Deliver products with zero defects (C)</p> Signup and view all the answers

<p>Break down barriers between departments (A)</p> Signup and view all the answers

<p>Variation (D)</p> Signup and view all the answers

<p>Enhanced product quality (A)</p> Signup and view all the answers

<p>Quality management system effectiveness via process performance measures (C)</p> Signup and view all the answers

<p>Risk-based thinking and flexibility (C)</p> Signup and view all the answers

<p>To enhance quality assurance (B)</p> Signup and view all the answers

<p>11 clauses (D)</p> Signup and view all the answers

<p>Further integration with environmental management standards (A)</p> Signup and view all the answers

<p>Clause 5 (C)</p> Signup and view all the answers

<p>ISO 9001: 2000 (A)</p> Signup and view all the answers

<p>Support and resource management (D)</p> Signup and view all the answers

<p>Customer Focus (B)</p> Signup and view all the answers

<p>To support decision making based on data (B)</p> Signup and view all the answers

<p>Strategic Planning (B)</p> Signup and view all the answers

<p>7 (A)</p> Signup and view all the answers

<p>ISO 9001:2015 (A)</p> Signup and view all the answers

<p>Process Approach (D)</p> Signup and view all the answers

<p>2015 (C)</p> Signup and view all the answers

<p>Relationship Management (A)</p> Signup and view all the answers

<p>Less than 2 minutes after arrival (D)</p> Signup and view all the answers

<p>Phone answered by the second ring (B)</p> Signup and view all the answers

<p>Greet guest in less than 30 seconds (D)</p> Signup and view all the answers

<p>All lights working and spotless bathroom (B)</p> Signup and view all the answers

<p>Accurate and timely with correct format (C)</p> Signup and view all the answers

<p>To reduce defects and improve quality (B)</p> Signup and view all the answers

<p>No more than 3.4 defects per million opportunities (C)</p> Signup and view all the answers

<p>Define, Measure, Analyze, Improve, Control (B)</p> Signup and view all the answers

<p>A measurable outcome outside acceptable limits (A)</p> Signup and view all the answers

<p>Eliminating defects through variation reduction (A)</p> Signup and view all the answers

<p>Motorola (C)</p> Signup and view all the answers

<p>It is unstructured and flexible. (D)</p> Signup and view all the answers

<p>Sigma (σ) (C)</p> Signup and view all the answers

<p>Defects per million opportunities (B)</p> Signup and view all the answers

<p>Black Belts and Green Belts (D)</p> Signup and view all the answers

<p>Ambitious objectives exceeding current abilities (D)</p> Signup and view all the answers

<p>Building communication networks (A)</p> Signup and view all the answers

<p>Minimizing employee responsibility (D)</p> Signup and view all the answers

<p>To solve problems collaboratively (C)</p> Signup and view all the answers

<p>A facilitator (C)</p> Signup and view all the answers

<p>85% (A)</p> Signup and view all the answers

Greater focus on quality assurance via preventive actions.

Focus on following procedures to reduce variations in products.

Quality management system effectiveness through process performance measures.

Using same standards and structure for quality.

Risk-based thinking and management, leadership, and flexibility in documentation.

The ISO 9001 standard is divided into 11 clauses.

Describes the organization's context and its impact on the Quality Management System (QMS).

Planning for the QMS includes quality objectives, planning for resources, and other QMS aspects.

A philosophy that aims to eliminate errors and defects in products or services.

A set of principles for quality improvement in organizations.

The concept that variation in a process can be the enemy of quality.

The total cost associated with defects and errors in a product or service.

The importance of well-designed systems for preventing errors.

Building strong, long-lasting relationships with business partners that are based on performance rather than price.

The need for operations managers to deliver healthy, safe, and good-quality products and services.

The importance of training and self-improvement.

A quality improvement philosophy focused on eliminating defects through reducing process variation.

A measurable outcome outside acceptable limits (specifications).

A program to reduce defects, lower costs, save time, and improve customer satisfaction using structured methodology.

A structured approach for process improvement in Six Sigma program.

A target quality level in Six Sigma; representing extremely low defect rates.

A measure of the quality of a process by counting the defects in a sample of a million opportunities.

Clearly stating what the process is and how it should work, considering customer needs.

Gathering data on the process to understand its current performance.

A process improvement strategy focused on reducing defects and improving efficiency. It involves specific steps such as setting stretch objectives, providing extensive training, and establishing qualified process improvement experts.

Ambitious goals that challenge current abilities and resources, often exceeding expectations. These objectives are not expected to be fully achieved but encourage continuous improvement.

A standard metric used in Six Sigma to measure the number of defects occurring per million opportunities for error in a process.

Qualified process improvement experts trained in Six Sigma methodologies. Black Belts focus on leading complex projects, while Green Belts assist with projects.

Involving employees in product and process improvements to enhance quality and efficiency. It's crucial as 85% of quality problems are attributed to materials and processes.

Employee groups who meet regularly to identify and solve problems within their processes. They are trained in problem-solving techniques and often led by facilitators.

A top management leader who champions the implementation of the Six Sigma strategy within the organization. They provide support and resources.

Networks established to facilitate communication between employees and management. This helps gather feedback, share information, and encourage involvement in process improvement.

Evaluating the quality of service delivery by checking specific aspects of the service process, like communication, compliance, or product performance.

Predefined criteria or benchmarks used to evaluate the quality of a service, determining if it meets expectations.

Specific actions or aspects of the service that are measured and assessed against established standards. For example, a hotel might inspect room cleanliness, minibar restocking, or staff greeting times.

They help ensure consistency and quality in service delivery, by identifying areas for improvement, and meeting customer expectations.

Real-world applications of service inspection, like checking if the last bag on a carousel arrives within 20 minutes after the plane lands, or if a receptionist answers the phone within two rings.

A set of seven principles guiding effective quality management systems, focusing on customer satisfaction, leadership, engagement, process improvement, and evidence-based decision making.

An international standard specifying requirements for a quality management system (QMS) that can be used by any organization, regardless of its size or industry.

The principle that emphasizes understanding and meeting customer needs and expectations, as well as exceeding them whenever possible.

The principle that emphasizes the role of leaders in establishing a quality vision, setting quality goals, and committing resources to achieve them.

The principle that emphasizes the importance of engaging all employees in quality improvement efforts and empowering them to contribute their ideas and skills.

The principle that emphasizes the importance of managing processes as interconnected activities that contribute to overall quality.

The principle that emphasizes the ongoing pursuit of continuous improvement in all aspects of quality management.

The principle that emphasizes the use of data and evidence to support decision making about quality.