Gestion de Calidad

Quality Function Deployment... Is a systematic method to detect and correct possible failures of the product before it reaches the customers. Is a quality function. Is a graph based on matrix diagrams with the relationships between customer demands and product characteristics. Can be used as a "facilitator".

Quality means Cost?. Always. Implementing quality brings an immediate cost, but results in reductions of subsequent costs will pay off ("leverage" effect). The idea of Quality been expensive can ́t be wrong. Companies should ́t be able to calculate and control the costs and savings from quality.

Certification and Accreditation... There are diferent types depending on the nature. Guarantee that the company produces a product with a certain level of quality or suitable for a particular purpose. Are the same. Are mandatory.

Process diagrams, Pareto Analysis and Cause and Effect Diagrams are...?. Any of the other answers. Quality Management techniques. Tools for Quality Management. Statistical process control.

Quality as a Competitive Advantage. Never is good. Is not applicable in alls business. Covers all quality concepts. Allows to reduce costs and differentiate products, both boosting sales.

The two terms used by ISO 9001 to refer to the documentation requirements are. "Prepare" and "Review". "Maintain " and “Retain". "Create" and "Retain". "Maintain " and “Update".

Select the correct option: Six-Sigma is just about applying statistical methods. The name of Six-Sigma calls for the intention to maintain the variability of the processes. The use of Six-Sigma is not certifiable. Is not necessary to have clearly measurable parameters (i.e. data) that characterize each process.

The meaning of Quality as "absence or lack of variability”: Only in USA are using this quality concepts. It 's not considered in Quality. On industrial enviroments quality improvement will aim to reduce the variability on products and processes. Goods are not so much intended to be superb, but to be stable on their outcomes. Its not used in Industrial enviroments.

Quality Management Systems (QMS)... Can be resumed of the application of the 14 Deming points. Includes interrelated sets of policies, procedures and tools that allow managing Quality in an effective and efficient form and achieving the objectives established on matter of quality. are based on the application of the family of ISO 14000 standards. Is an Audit.

Standardization is... Establishing a series of procedures to reduce the environmental impact of the company. A risk prevention systems. The activity of developing standards that regulate activities that are carried out in a repetitive way. An Integrated Management System.

In Cost of Poor Quality: The quality control doesn´t happen. Appraisal costs (costs incurred to determine the degree of conformance to quality requirements) is part of it. There are 6 categories. External failure costs arent part of it.

How do you apply the servqual system?. by attending an interview. with a test. with a questionnaire. through a survey.

What is the primary goal of Six Sigma methodology in quality control management?. To eliminate all defects and errors from a product or process. To reduce variability and improve consistency in a product or process. To increase customer satisfaction by delivering products or services on time. To maximize profits by reducing production costs and increasing efficiency.

Which of the following statements defines tangibles?. This dimension depends on the employees of the firm. It is their skill to produce trust and credibility in minds of the consumer. It requires proper knowledge and dedication. This dimension refers to physical facilities, equipment, personnel, and communication material. This dimension refers to the attention and priority the organization gives to the needs and requests of the customers. This dimension is related to the firm and its ability and willingness to aid customers and provide apt service as promised.

Which of the following is part of the ten original dimensions of the SERVQUAL model?. Reliability. Competence. Leadership. Strength.

Managing the quality of services is very important, but it has a number of peculiarities: Services are easy to standardize and to improve their productivity and quality. The quality of services is essentially objective. Service delivery requires a great deal of interaction with the customer. The quality tools are well adapted to services.

Which of the following is an advantage of using a SERVQUAL type model?. It can provide insights into how to improve service quality. It is easy and quick to administer. It does not require any input from customers. It can be used to measure service quality in any industry.

What quality management tool is used to collect and analyze statistical data about a process or product?. Pareto Chart. Ishikawa Diagram. Control Chart. SWOT Analysis.

What quality management tool is used to identify possible causes of a problem and categorize them according to their importance?. SWOT Analysis. Pareto Chart. Ishikawa Diagram. Control Chart.

Which of the following answers, is the incorrect one. Retaining old customers is more expensive than obtaining new ones. Customer satisfaction leads to a repruchase intention. It helps brand recognition. It reduces negative impacts in business.

Custome information can be gathered in the following ways, Which one is incorrect?. By interview. By survey. Focus group. Tests.

What is one category of product attributes?. Excitement or attractiveness. Large. Small. Blue.

Which of the followings reasons is important to customer satisfaction?. Repeating the last purchase of the week. Retaining old customers is cheaper than obtaining new ones. Make a bad visit in the store. Buying products that are in expired dates.

Choose the correct definition of leadership. A leader strengthens and inspires the followers to accomplish shared goals. Someone who only cares about him/she. A selfish person. A person that doesn´t like to speak to others but is really heartful.

What is the definition of ethics?. Ethics involves acting or observing behaviour that goes against the values and beliefs of society. Ethics is a body of principles or standards of human conduct that govern the behavior of individuals and organizations. Ethics is the set of managerial or leadership skills that an individual has to influence the way people are and act. None of the above.

In Total Quality Management: Is not Customer focused. The focus is only in some areas in the company. Named "Total" because of its claim to apply to all areas of the Organization, extending to environment, suppliers and customers. Is not related with the continuous improvement.

Which order is the correct one according to the Deming cycle for continuous improvement?. Act, Check, Do, Plan. Check, Plan, Do, Act. Plan, Do, Act, Check. Plan, Do, Check, Act.