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Quality Management & Performance Metrics Flashcards

7 cards from real CPP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Quality Management & Performance Metrics flashcards as text

  1. A balanced scorecard approach to performance measurement includes which four perspectives?

    Answer: Financial, Customer, Internal Process, Learning & Growth

    Kaplan and Norton's balanced scorecard uses Financial, Customer, Internal Process, and Learning & Growth perspectives to provide a holistic performance view.

  2. Six Sigma's DMAIC methodology stands for:

    Answer: Define, Measure, Analyze, Improve, Control

    DMAIC is the structured Six Sigma problem-solving method: Define the problem, Measure baseline performance, Analyze root causes, Improve the process, and Control the gains.

  3. A process capability index (Cpk) value of 0.85 indicates:

    Answer: The process is not capable of consistently meeting specifications

    A Cpk below 1.0 means the process cannot consistently produce output within specification limits, indicating a capability problem.

  4. Which statistical tool on a control chart signals a process shift when seven consecutive points fall on the same side of the center line?

    Answer: Run rule

    The run rule (also called the run of seven rule) detects process shifts by identifying seven or more consecutive points on one side of the mean.

  5. A company's Cost of Poor Quality (COPQ) is $500,000 annually. This figure most directly motivates investment in:

    Answer: Prevention and appraisal activities

    COPQ quantifies the cost of failures, making the business case for investing in prevention and appraisal activities that reduce defects.

  6. In process performance measurement, a lagging indicator differs from a leading indicator in that it:

    Answer: Measures outcomes after they occur

    Lagging indicators measure results that have already occurred (e.g., defect rates, customer complaints), while leading indicators predict future performance.

  7. The purpose of a measurement system analysis (MSA) or Gauge R&R study is to:

    Answer: Determine if measurement variability is acceptable

    Gauge R&R assesses the repeatability and reproducibility of a measurement system to ensure measurement variation does not obscure actual process variation.