Exam 6- strategic quality management

5 Written Questions

1. emphasis on defect prevention rather than post-production detection, which involves reworking, scraping, lost sales, and lost goodwill
2. involvement and commitment by top management
3. level 3: a visual or audio signal that indicates a defect had been made
   level 2: a visual or audio signal that forces a reaction
   level 1: the highest level of mistake proofing- these devices prevent an error from being made in the first place
4. DISTRIBUTOR/STORE
   1. pull from customer: customer pulls product from distributor or store
   2. Pull from distributor from manufacturing
   3. Thermastar (vinyl) by Pella (shipping, assembly, parts making)
   4. Pull from manufacturing from supplier products
   SUPPLIERS
5. team leader, sub leader, safety sentinel, quality sentinel, 3-5 additional employees from the area, vendor/outside representation

5 Matching Questions

1. PDCA Cycle (Deming Wheel)
2. CIT
3. Time
4. Cost
5. JIT

1. a total system cost, selling-channel costs, installation costs, product cost (at all price points)
2. b 1. Plan: plan a change aimed at improvement
   2. Do: execute the change
   3. Check: study the results; did it work?
   4. Act: institutionalize the change or abandon or do it again
3. c operations based on customer demand ("Pull" system)
4. d total system lead time, order acquisition time, order fulfillment time
5. e 1. 3-5 day "event" focused on improving a specific part of the business
   2. Consists of 8-10 team members

5 Multiple Choice Questions

1. customer satisfaction
   1. Customers
   2. Time
   3. Customer Focus
   4. Cost
2. The Malcolm Baldrige Award (U.S.)
   The Deming Prize (Japan)
   ISO 9000 Certification (from Europe)
   1. Open Communications
   2. Quality leaders
   3. Quality Focus
   4. Quality Awards and Certifications
3. double-digit growth rate
   1. Broad Scope
   2. Poka-Yoke
   3. "d-d"
   4. Quality
4. products, service, and total cost of quality
   1. JIT
   2. CIT
   3. Quality
   4. Pull
5. CIT (continuous improvement team)
   1. Customer Focus
   2. Kaisen Teams process
   3. CIT team members
   4. The Deming Prize

5 True/False Questions

1. Order Smoothing → long-term perspective

   True        False

2. Broad Scope → long-term perspective

   True        False

3. Total Quality Management (TQM) and CQI: Common Components → broad scope
   quality focus
   customer focus
   top management support
   systems perspective
   training and quality teams
   involvement & empowerment
   open communications

   True        False

4. Push → work, processes are pulled through the system as they are needed or as the next person/process is ready

   True        False

5. Involvement & Empowerment → involvement and commitment by top management

   True        False