Quality Gurus & Theories
He is known for his 14 Points for Management and the PDCA cycle.
Who is W. Edwards Deming?
This tool, often called a line graph, shows data points over time to monitor trends.
What is a run chart?
This Lean principle focuses on identifying and eliminating activities that do not add value.
What is waste elimination?
This three-letter acronym stands for understanding what customers need and expect.
What is VOC (Voice of the Customer)?
This is the most widely recognized international standard for quality management systems.
What is ISO 9001?
This quality guru introduced the concept of “zero defects.”
Who is Philip Crosby?
This tool, shaped like a bar graph, helps prioritize issues based on the 80/20 rule
What is a Pareto chart?
These are the five phases of the Six Sigma DMAIC methodology.
What are Define, Measure, Analyze, Improve, and Control?
This model helps classify customer needs into basic, performance, and excitement categories.
What is the Kano Model?
This American award recognizes performance excellence in both private and public organizations.
What is the Malcolm Baldrige National Quality Award?
Juran’s trilogy includes Quality Planning, Quality Control, and this.
What is Quality Improvement?
This diagram identifies possible causes of a problem, structured like a fish skeleton.
What is a cause-and-effect diagram (or Ishikawa diagram)?
The Lean concept of “Kaizen” refers to this.
What is continuous improvement?
VOC is most often captured through these three methods: surveys, interviews, and this third common method.
What is focus groups?
The ISO 9001 standard follows this continuous improvement cycle.
What is the PDCA (Plan-Do-Check-Act) cycle?
This Japanese expert developed the cause-and-effect diagram.
Who is Kaoru Ishikawa?
This simple tool is used to record and tally data, often the first step in analysis.
What is a check sheet?
This type of diagram is used during the “Analyze” phase to determine root causes of variation.
What is a cause-and-effect (fishbone) diagram?
This customer loyalty metric asks, “How likely are you to recommend us to a friend or colleague?”
What is Net Promoter Score (NPS)?
This principle of ISO 9001 focuses on putting the customer at the center of quality management.
What is Customer Focus?
According to Crosby, this is defined as “conformance to requirements.”
What is quality?
This tool distinguishes between common and special cause variation in processes.
What is a control chart?
In Lean, these are the seven types of waste known by the acronym TIMWOOD. Name at least 3.
What are Transport, Inventory, Motion, Waiting, Overproduction, Overprocessing, and Defects?
In QFD, this structured planning tool translates customer requirements into technical specifications.
What is the House of Quality?
In ISO 9001:2015, this concept replaced preventive action and emphasizes managing uncertainty.
What is risk-based thinking?