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
The concept of 'quality at the source' in process management means:
Answer: Each worker is responsible for detecting and correcting defects at their own step
Quality at the source empowers each operator to detect and correct defects immediately at their workstation rather than passing defects downstream.
A process owner is comparing actual performance against benchmarks. When using competitive benchmarking, the comparison is made against:
Answer: Direct competitors or industry leaders
Competitive benchmarking compares performance metrics against direct competitors or recognized industry leaders in the same sector.
In a process performance dashboard, a KPI showing a red/yellow/green status is an example of:
Answer: A traffic light or RAG (Red-Amber-Green) reporting system
RAG (Red-Amber-Green) or traffic light reporting provides an intuitive visual signal of KPI status relative to targets and thresholds.
Philip Crosby's definition of quality and his concept of 'zero defects' asserts that:
Answer: Quality means conformance to requirements, and defects are never acceptable
Crosby defined quality as conformance to requirements and argued that zero defects is an achievable performance standard, not just a motivational slogan.
A process has a sigma level of 4. Approximately how many defects per million opportunities (DPMO) does this represent?
Answer: 6,210 DPMO
A 4-sigma process produces approximately 6,210 DPMO, while Six Sigma (6σ) achieves 3.4 DPMO with a 1.5-sigma shift applied.
Which approach to performance target-setting establishes goals based on the best-known performance level rather than incremental improvement from the current state?
Answer: Stretch goals based on benchmarking
Stretch goals derived from benchmarking set targets at best-in-class performance levels, challenging organizations to achieve breakthrough rather than incremental improvement.
During a process audit, an auditor finds that the documented procedure does not match how the process is actually being performed. The correct classification of this finding is:
Answer: A nonconformance requiring corrective action
A discrepancy between documented procedures and actual practice is a nonconformance that requires corrective action to align documentation with practice or vice versa.