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Quality Control: Why Tampering Makes Processes Worse

How quality is measured and improved: costs of quality, control charts, process capability, acceptance sampling, Six Sigma, TQM and ISO 9001, and root cause tools.

Quality Control · 50 questions

Try 3 questions

1. In cost-of-quality accounting, which category includes warranty claims and customer returns?

  1. Appraisal costs
  2. Prevention costs
  3. External failure costs
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Answer: External failure costs

External failures are defects found after the product reaches the customer, usually the most expensive kind.

2. Why does investing in prevention usually lower the total cost of quality?

  1. Prevention costs nothing to put in place
  2. Inspection catches every defect anyway
  3. Defects cost far more the later they're found
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Answer: Defects cost far more the later they're found

A flaw fixed in design costs little; the same flaw found in the field brings repairs, recalls and lost customers.

3. A car that rarely breaks down scores high on which of Garvin's dimensions of quality?

  1. Features
  2. Aesthetics
  3. Reliability
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Answer: Reliability

Garvin separated quality into dimensions such as performance, features, reliability, durability and aesthetics.

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