Describe the common types of sampling schemes.
> What does one look for in interpreting control charts? Explain what a control chart for a process in statistical control should look like, and the characteristics of out-of-control indicators.
> A criticism of the Net Promoter Score is that different percentages of promoters, passives, and detractors can result in the same scores. For example, suppose that one firm has 20 percent detractors, 0 percent passives, and 80 percent promoters, while an
> Briefly describe the methodology of constructing and using control charts.
> Explain how pre-control is applied. How does it differ from statistical process control?
> How does a process performance index differ from a process capability index?
> What does the term in statistical control mean?
> What does the acronym SMART signify for measurement? Why are these characteristics important?
> Explain how to interpret the ratio Cpk /Cp .
> Define the process capability indexes, Cp , Cpl, and Cpu, and explain how they may be used to establish or improve quality policies in operating areas or with suppliers.
> What are the three major types of process capability studies? Describe the methodology of conducting a process capability study.
> Explain the term process capability. How can process capability generally be improved?
> How is an R&R study performed? What is its purpose?
> Develop some survey questions that an Urgent Care facility might ask patients about their experience. Group your questions into categories of Physician/ Nurse, Personal Issues, and Overall Experience.
> Explain the difference between repeatability and reproducibility.
> What is calibration and why is it important to a good quality control system?
> What is the difference between accuracy and precision?
> Describe the science of metrology.
> Explain the importance of formula (8.5):
> Define measurement, and explain the difference between measures and indicators.
> Explain and give an example of nominal specifications and tolerances in both manufacturing and service.
> Outline the process of building the House of Quality. What departments and functions within the company should be involved in each step of the process?
> Explain the concept and the principal benefits of QFD.
> What is the purpose of detailed design?
> A customer survey for a pharmacy asks customers to rate the pharmacy according to the following: Friendly pharmacist Knowledgeable pharmacist Friendly pharmacy technician knowledgeable pharmacy technician Quick checkout They use a 1–5 Likert scale ra
> Explain concept development and innovation. Describe the importance of innovation and creativity in concept development.
> What is Design for Six Sigma (DFSS)? Explain the four basic elements of DFSS and the various tools and methodologies that comprise this body of knowledge.
> What is concurrent engineering? What benefits does it have?
> Describe different forms of product testing.
> Explain the purpose of design reviews and how they facilitate product development.
> Describe the basic approach to design for excellence (DFX).
> Discuss environmental responsibility issues relating to product design facing businesses today.
> Summarize the key design practices for high quality in manufacturing and assembly.
> How can product design affect manufacturability? Explain the concept and importance of design for manufacturability.
> What is fault tree analysis? How does it differ from DFMEA?
> One of our former students discovered a way to receive great service: Ask for a satisfaction survey at the beginning of a transaction. In one experience, the student observed an instant change in how she was treated. What does such an experience tell you
> Discuss the importance of and impediments to reducing the time for product development.
> What is design failure mode and effects analysis (DFMEA)? Provide a simple example illustrating the concept.
> What is robust design? Explain why it is important for both consumers and manufacturers.
> Explain how to compute the reliability of series, parallel, and series-parallel systems.
> What is a reliability function? Explain how to determine it.
> Explain the product life characteristics curve and its implications for reliability and quality control.
> What is the definition of failure rate? How is it measured?
> What is the difference between inherent reliability and achieved reliability?
> What is the difference between a functional failure and a reliability failure?
> Define reliability. Explain the definition thoroughly.
> An article in the Harvard Business Review (Matthew Dixon, Karen Freeman and Nicholas Taman, “Stop Trying to Delight Your Customers,” July-August 2010, pp. 116–122) suggests that delighting customers by exceeding service expectations does not build loyalt
> Explain the Taguchi loss function and how it is used in process and tolerance design.
> Describe the steps of the product design and development process.
> What is the difference between sampling error and systematic error? Why are these important to understand?
> List and explain the three basic elements of statistical methodology.
> How do discrete probability distributions differ from continuous probability distributions?
> List the most important types of probability distributions used in quality management
> Explain the multiplication rule of probability. How does independence of events affect the multiplication rule?
> State the four rules for calculating probabilities of events.
> Describe a factorial experiment. Provide some examples of factorial experiments that you might use to solve some type of quality-related problem.
> Choose some e-commerce site with which you are familiar. Analyze how “customer-focused” the organization appears to be and provide specific examples to justify your opinions
> What is the purpose of design of experiments?
> Explain the concepts of correlation and regression.
> Explain the difference between an experiment, an outcome, and a sample space.
> Explain the hypothesis that is tested in analysis of variance.
> Describe some applications of hypothesis testing that might be applied to the topics in Chapters 3, 4, and 5
> What is a confidence interval? What value do they have?
> What are some of the descriptive statistical tools available in Microsoft Excel, and how can they be used?
> State the meaning of the central limit theorem in your own words. How important is it to the development and use of statistical quality control techniques?
> Explain the difference between the standard deviation and the standard error of the mean. How are they related?
> Explain how to compute a proportion.
> A manager at a franchise of casual restaurant observed that there are three types of customers who complain: those who feel they should receive exceptional service because of the price they pay; “regulars” who become accustomed to a certain level of food
> List the common types of statistical measures of dispersion and explain how to compute them.
> List the common types of statistical measures of location and explain how to compute them.
> Explain the difference between a population and a sample.
> What is the science of statistics? Why is it important in quality management?
> List important questions that should be asked when analyzing process maps to create a more effective design
> What is process mapping? Why is it important in process design?
> Describe some organizations that use projects as their primary value-creation processes. How might the project management process differ in such organizations, in comparison with firms or departments that only use projects on an ad hoc or as-needed basis
> Explain the differences between value-creation and support processes. Provide some examples of each.
> Why is it important that processes be repeatable and measurable?
> Discuss how process management is addressed in the ISO 9000 criteria.
> If you were the manager of a small pizza restaurant (dine-in and limited delivery), what customer contact requirements might you specify for your employees who take phone orders, work the cash register, and serve as waiters? How would you train them?
> A local delivery service has 40 drivers who deliver packages throughout the metropolitan area. Occasionally, drivers make mistakes, such as entering the wrong package number on a shipping document, failing to get a signature, and so on. A total of 280 mi
> Define process management and its three key activities. Why is process management important to any business?
> Explain some of the common practices for supplier certification. How does ISO 9000 support these practices?
> Why is it important to establish strong partnering relationships with suppliers
> Explain the factors associated with supplier selection.
> What is reengineering? How can TQ principles assist in reengineering efforts?
> Define benchmarking and list its benefits.
> What is a stretch goal? How can stretch goals help an organization?
> What is breakthrough improvement? How does it differ from kaizen?
> How can reductions in cycle time lead to improvements in processes
> Explain the concepts of kaizen and a kaizen event. How are they similar? How are they different?
> Discuss the lessons that organizations can learn about customer relationships and customer contact employees from the following experiences:72 a. In shopping for a cell phone, a customer met a salesperson who introduced herself, asked her name, went thr
> State several key process-focused practices for quality management.
> List the four stages of a learning cycle. Why is organizational learning important?
> What is continuous improvement? Provide several examples of the types of improvements on which organizations should focus.
> How process control is generally implemented in manufacturing and in services? Describe the similarities and differences
> Explain the concept of after-action review.
> Describe the four elements of any control system.
> Define process control and tell why it is important.
> Describe the types of errors that service poka-yokes are designed to prevent.
> Why do people make inadvertent mistakes? How does poka-yoke help prevent such mistakes?
> Why is agility important for processes in today’s business environment?
