3.4.4 Making operational decisions to improve performance: improving quality

• Maintaining high operational quality directly impacts customer satisfaction, efficiency, and competitiveness.


  True
• Employee skills and training are key factors impacting operational quality, ensuring competence in carrying out operations
• What is Six Sigma's primary goal in quality management?

  Eliminate defects and variability
• Steps in evaluating quality improvement initiatives:

  1️⃣ Measure key quality metrics

  2️⃣ Monitor quality metrics during implementation

  3️⃣ Track improvements in customer satisfaction

  4️⃣ Measure incremental gains in productivity
• Process design is a key factor impacting operational quality, as it minimizes defects and waste
• What is the main emphasis of Kaizen in operational quality improvement?

  Incremental, employee-driven changes
• Match the quality improvement strategy with its primary focus:

  TQM ↔️ Holistic, company-wide improvement

  Six Sigma ↔️ Defect elimination and process control

  Kaizen ↔️ Incremental, employee-driven changes
• Data and feedback are used to assess the impact of quality improvement initiatives.


  True
• Quality certifications such as ISO 9001 demonstrate a commitment to continuous improvement
• Operational quality directly impacts customer satisfaction, efficiency, and competitiveness.


  True
• Addressing factors impacting quality is crucial for maintaining high operational quality.


  True
• What does measurement and feedback systems aim to improve in operations?

  Operational performance
• What are the key principles of Total Quality Management (TQM)?

  Employee empowerment, data-driven decision making, continuous improvement
• What does Statistical Process Control (SPC) use to monitor and control processes?

  Statistical techniques
• Steps in quality control processes

  1️⃣ Setting Quality Standards

  2️⃣ Measuring Actual Quality

  3️⃣ Comparing Actual Quality with Standards

  4️⃣ Taking Corrective Actions
• In the Act step of the PDCA cycle, businesses standardize improved processes.


  True
• Six Sigma is a data-driven methodology to eliminate defects and variability in processes
• Total Quality Management (TQM) is a holistic approach to continuously improving all aspects of a business's operations
• Kaizen emphasizes large-scale overhauls rather than small, frequent improvements.

  False
• Operational quality refers to the quality of a business's operations and processes, which directly impacts customer satisfaction
• Supplier quality is a key factor impacting operational quality.


  True
• Total Quality Management (TQM) emphasizes data-driven decision making and continuous improvement.


  True
• Cause-and-effect diagrams help identify and analyze potential causes of quality problems
• What is the purpose of corrective actions in quality control processes?

  Resolve quality issues
• Steps of the Plan-Do-Check-Act (PDCA) cycle:

  1️⃣ Plan

  2️⃣ Do

  3️⃣ Check

  4️⃣ Act
• Process design is a key factor impacting operational quality
• Employee skills and training are key factors that impact operational quality
• Match the quality improvement strategy with its description:

  Total Quality Management (TQM) ↔️ Holistic, company-wide approach

  Six Sigma ↔️ Data-driven methodology

  Kaizen ↔️ Continuous, employee-driven changes
• What is the purpose of Pareto Analysis in quality management?

  Identify vital few factors
• Match the quality initiative with its evaluation approach:

  Total Quality Management (TQM) ↔️ Assess customer satisfaction

  Six Sigma ↔️ Track reduction in defects

  Kaizen ↔️ Measure incremental gains
• The Plan-Do-Check-Act (PDCA) cycle is also known as the Deming Cycle.
• Match the quality improvement technique with its description:

  TQM ↔️ Holistic approach to continuous improvement

  Six Sigma ↔️ Data-driven methodology to eliminate defects

  Kaizen ↔️ Philosophy of incremental improvement
• Addressing factors impacting operational quality drives customer satisfaction, efficiency, and competitiveness.

  True
• Total Quality Management is a company-wide approach to continuously improving all aspects of operations and processes to enhance customer satisfaction
• Evaluating quality improvement initiatives involves measuring key metrics before, during, and after implementation.


  True
• What is the role of employee skills and training in operational quality?

  Competence and capability
• Continuous improvement is crucial for meeting customer expectations, enhancing efficiency, and maintaining a competitive edge
• Pareto analysis identifies the vital few factors contributing to the majority of issues.


  True
• Quality control processes involve using quality metrics to measure actual quality
• Continuously improving quality processes is an ongoing effort to meet and exceed customer expectations.


  True