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QDM Principles Questions And Answers With Verified Solutions
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QDM Principles Questions And Answers With Verified Solutions
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QDM Principles Questions And Answers With VerifiedSolutions
6 Guiding Principles ANS 1) Customers Define Quality.
2) Be Scientific.
3) Measure, Measure, Measure.
4) Optimize Business Performance.
5) Quality Involves Teamwork.
6) View Failures as Opportunities.
Customers Define Quality ANS Strive to understand customer requirements and expectations.
- OUTSIDE/IN PERSPECTIVE = Judge ourselves through our customers' eyes.
- VOC = voice of the customer.
Customers Define Quality: Applying This Principle: Three Key Questions. ANS 1) Who are my
customers?
2) Are they satisfied with the services I provide?
3) What areas do they want me to improve?
Customers Define Quality: VOC Translation (IMAGE AVAILABLE) ANS A method for translating
customer expectations into measurable
characteristics.
Customers Define Quality: Key Tools ANS 1) VOC Translation.
2) Process Flow Map.
3) Customer Corridor Map.
Customers Define Quality: Process Flow Map ANS Image Available (Pictures - QDM - 6 Principles -
Customer Defines Quality)
, Customers Define Quality: Customer Corridor Map ANS Image Available (Pictures - QDM - 6 Principles -
Customer Defines Quality)
Be Scientific ANS Base decisions on facts and data, rather than guesses or opinions.
Be Scientific: Main Points ANS 1) Use root cause analysis.
2) Gather facts and data.
3) Use a systematic approach.
Be Scientific: Three Key Questions ANS 1) Have we gathered an adequate fact base?
2) Do we understand the root cause of a problem?
3) Will our solution address the root cause?
Be Scientific: Key Tools ANS 1) Pareto Chart.
2) 5 Whys.
3) Fishbone Diagram: Image Available (Pictures - QDM - 6 Principles - Customer Defines Quality)
Be Scientific: Root Cause Analysis ANS Use the Key Tools.
Measure x3 ANS Measures failures, variation, and success.
Measure: Three Key Questions ANS 1) What can we measure when we have failed to reach a customer's
expectations?
2) What can we measure to show how consistently or with how much variation we are providing a positive
customer experience?
3) What can we measure ensure that results from improvements are a success?
Measure: Key Tools ANS 1) Run chart.
2) Control Chart.
3) Data Collection Plan.
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