QSM Quiz no. 1

What is the goal of Six Sigma methodology?

• Increase process discrepancy

• Improve profits and boost staff morale

• Maintain consistency and waste

• Decrease customer loyalty

What are the five stages of improvement project execution in Six Sigma methodology?

• Define, Measure, Analyze, Improve, Control

• Plan, Do, Check, Act, Study

• Identify, Evaluate, Choose, Develop, Design

• Gather, Summarize, Evaluate, Use, Design

Who is credited with the development of the plan-do-check-act (PDCA)?

• Joseph Juran

• Kaoru Ishikawa

• W. Edwards Deming

• Walter Shewhart

What is the main mechanism for measuring quality based on the customer perspective?

• Fishbone diagram

• Statistical control charts

• Quality circles

• Customer satisfaction survey

What is the definition of quality from the provider perspective?

• The statistical methods that collect, analyze, and interpret quality-related information

• The degree to which a service satisfies customers

• The degree to which process output meets its specified performance standard

• The ability of a product or service to consistently meet or exceed customer expectations

What are the Five performance dimensions covered in the SERVQUAL survey?

• tangibles, reliability, responsiveness, assurance, and empathy.

• Assurance, Empathy, Efficiency, Accuracy, flexibility

• Accuracy, Consistency, Flexibility, assurance, Reliability

• Quality, Quantity, Speed, Accuracy, Culture

What is the procedure that an organization employs to ensure that products and services have quality levels that meet the needs of customers?

• Quality Control

• Quality Assurance

• Statistical control charts

• Quality Management

What is the first stage of improvement project execution in Six Sigma methodology?

• Improve

• Define

• Measure

• Analyze

 The Provider's perspective can suffer from delays and can be less comprehensive, although it is more relevant to the firm’s success.

• True

• False

He pleaded with managers to stop blaming employees for quality problems, which he explained were caused mainly by the system within which the employees worked.

• Deming

• Ishikawa

• Berry

• Shewhart