CQP Advanced Level
Quality Improvement and Excellence Models flashcards
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What is the difference between common cause and special cause variation, and who acts on each?
Common cause: inherent in the process, affects every outcome. Reduced only by changing the process, which is a management responsibility. Special cause: arises from something identifiable and unusual, such as a worn tool or a new batch of material. Removed by local investigation. Treating common cause as special is tampering, and it makes the process worse.
How does the Deming chain reaction show that the quality and productivity trade-off is false?
Better quality cuts rework, scrap, delay and inspection. That releases capacity, so productivity rises with no extra input. Unit cost falls, permitting a lower price or higher margin, which grows market share, secures jobs and funds further improvement. The trade-off appears only because prevention is paid for before the reduced failure costs show.
What are the seven quality management principles of ISO 9000?
Customer focus; leadership; engagement of people; process approach; improvement; evidence-based decision making; relationship management.
What are the four categories of the prevention, appraisal and failure (PAF) model of quality cost?
Prevention: activities that prevent nonconformity (training, design review, preventive maintenance). Appraisal: measuring to verify conformity (inspection, testing, audits, calibration). Internal failure: nonconformity found before delivery (scrap, rework, downtime). External failure: nonconformity found after delivery (warranty, returns, recall, lost customers).
What are the five SERVQUAL dimensions of service quality, and which matters most?
Reliability, assurance, tangibles, empathy and responsiveness. Reliability, performing the promised service dependably and accurately, is consistently found to be the most important.
How do Cp and Cpk differ, and which is the operative figure?
Cp = (USL - LSL) / (6 x sigma): specification width over process spread, assuming the process is centred. Cpk: the smaller of the distances from the mean to each specification limit, divided by 3 x sigma, so it allows for centring. Cpk is the operative figure: a process can have a good Cp and still produce nonconforming output by running off centre. 1.33 is a common minimum.
What is poka-yoke, and what are its two forms?
Mistake-proofing: designing a process or product so that an error is impossible, or is detected at once and cannot be passed on. Shingo's aim was to stop errors becoming defects. Control poka-yoke: prevents the process continuing when an error occurs. Warning poka-yoke: signals the error so that it is corrected.
What are the 4Ps and 3Cs of Oakland's model of TQM?
Hard management necessities, the 4Ps: Planning, Performance, Processes, People. Soft outcomes and enablers, the 3Cs: Culture, Communication, Commitment. The hard elements are necessary but insufficient without the soft ones.
How is takt time calculated, and how does it differ from cycle time?
Takt time = Available production time / Customer demand, using net operating time after planned breaks and downtime. Takt is set by the customer; cycle time is the actual interval between completed units, a property of the process set by the bottleneck. Where cycle time exceeds takt time, the line cannot meet demand.
What does RADAR stand for in the EFQM model, and why does it matter?
Results, Approaches, Deploy, Assess and Refine. Determine the results sought, plan approaches to deliver them, deploy them systematically, and assess and refine them from monitoring and learning. It converts the model from a checklist into an assessment method: a good idea scores only if it is deployed, measured and improved.
How does quality improvement differ from quality control?
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What is tampering?
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What are the seven basic tools of quality?
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How does kaizen differ from innovation?
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What are the steps of 5S, and why is it normally the first kaizen activity?
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What are muda, mura and muri?
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What are the seven wastes?
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What is the difference between data and information, and what is a quality information system?
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How are sources of quality information classified?
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What is the role of each of ISO 9000, ISO 9001 and ISO 9004?
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How does ISO 9001 certification differ from assessment against an excellence model?
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How do control limits differ from specification limits?
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How does a quality circle differ from a quality improvement team?
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What are Garvin's eight dimensions of product quality?
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What is the difference between design verification and design validation?
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What does Taguchi's quality loss function hold?
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What are Schein's three levels of organisational culture?
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What does each of Lewin, Kotter and ADKAR contribute to managing quality change?
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How does statistical process control differ from acceptance sampling?
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What are the four types of benchmarking, and what is its common failure?
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How is just-in-time connected to quality?
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What are Crosby's four absolutes of quality?
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What is Juran's quality trilogy, and how does his improvement proceed?
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What does the word total mean in total quality management?
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What are Bill Creech's five pillars of TQM?
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What is process cycle efficiency, and what figures does it typically show?
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How is the line balance rate calculated?
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Why does improving a station that is not the bottleneck not increase output?
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What are the seven steps of the QC story?
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What is a root cause, and why must it be verified with data?
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What are the nine criteria of the classic EFQM model?
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What is the KIM Organisational Performance Index?
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Which leadership styles best support quality management, and when is the autocratic style right?
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What are first-party, second-party and third-party audits?
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What is the difference between an order qualifier and an order winner?
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What makes a Kenya Standard enforceable, and what does KEBS do to enforce standards?
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Does holding a certificate protect a company from a product liability claim?
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What is the difference between explicit and tacit knowledge?
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When is DMADV used instead of DMAIC?
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When the timeliness and the precision of quality information conflict, which should usually prevail, and why?
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What is the difference between reliable and accurate quality information, and why is unreliable information worse than none?
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What are the weaknesses of informal quality information, and how should an organisation respond to them?
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What did the 2015 revision of ISO 9001 introduce?
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How do the Malcolm Baldrige Award and the Deming Prize differ?
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Why are the opportunity costs of poor quality usually the largest and the least visible?
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How does attribute data differ from variable data, and which is more informative?
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How does the gaps model associated with SERVQUAL explain service failure?
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Why is a hybrid of top-down and bottom-up usually the effective way to implement quality management?
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What are the consistent causes of failed TQM implementations?
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How are the building blocks of TQM arranged, and why does the foundation matter?
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What is motion analysis for, and which therbligs are targets for elimination?
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What does the containment step of 8D do that the QC story lacks, and what is the common failure with it?
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What is the value of the five whys, and what are its limitations?
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In the QC story, how should a team confirm the effects, and what if the target is missed?
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Why are first self-assessment scores against an excellence model usually generous, and how is this corrected?
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In what three ways do excellence models extend quality management?
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How does leadership differ from management, and why does ISO 9000's leadership principle say leaders at all levels?
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How do staff judge whether leadership commitment to quality is genuine, and what is the decisive test?
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What is distinctive about how the Baldrige criteria assess leadership?
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How does governance differ from leadership in quality management, and what is the principal governance mechanism for quality?
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What is hoshin kanri, and what are its distinguishing features?
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How does a strategic quality audit differ from a conventional quality audit?
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Apart from quality being an order qualifier, when does investment in quality fail to produce competitive advantage?
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How have media and social media changed the consequences of a quality failure, and what is the countervailing risk?
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Why is service quality enforcement in Kenya weaker than product enforcement, and what is the enforcement gap?
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