QDC1 Study Questions

Quality Management:
Ch. 9-10, Operations Management

Click for Skillsoft Module: The Who, What and Why of ISO 9000:2000
Click for Skillsoft Module: Six Sigma: Reducing Variation to Improve Quality

List the types of graphical charts used in operations management. Flowchart, Check Sheet, Histogram, Pareto Chart, scatter diagrams, control charts, run charts, cause and effect diagrams

Which charts are important in statistical process control (SPC)? Control Charts

Describe the uses of functional flowcharts. Diagrams show steps in a process

Describe the uses of histograms. Empirical Frequency distribution; shows the frequency of an occurrence of a variable
Describe the uses of run charts. Used to track results over a period of time

Describe the uses of control charts. used to track results over time

Describe the issues management faces when implementing quality and incorporating improvements into daily operations. Lack of companywide definition of quality, lack of a strategic plan, lack of customer focus, poor intra-organizational communication, lack of employee empowerment, view of quality being a quick fix, emphasis on short-term financial results, inordinate presence of internal politics, lack of strong motivation, lack of of time devoted to quality initiatives, Lack of leadership

Identify procedures that lead to process improvement. customer satisfaction, achieving higher quality, reducing waste, reducing cost, increasing productivity, and reducing processing time.

List the 8 key principles of a quality management system. 1. Customer focus, 2. Leadership, 3. Involvement of people, 4. Process Approach 5. system approach to management, 6. continual improvement, 7. factual approach to decision making, 8. mutually benefical supplier relationships

What are the steps for developing