1. Regarding customer expectations, quality can be measured as...

- try to formulate mathe-

matical equation using the following variables: Q - quality; E - expectations; P –performance

Quality can be measured as excellence in the product or service that fulfills or exceeds the ex-
pectations of the customer.

Through quality is an abstract perception, it has a quantitative measure: Q = (P/E), where Q is

quality, P is performance and E is the expectations of the customer.

2. Put in the right order of the following quality approaches evolution

Quality Assurance; Inspection; Quality Control; TQM

- Quality by inspection: Salvage, sorting, grading, blending, corrective actions, identify sources
of non-conformance.

- Quality control: Develop quality manual, process performance data, self-inspection, product
testing, basic quality planning, use of basic statistics, paperwork control.

- Quality assurance: Quality systems development, advanced quality planning, comprehensive

quality manuals, use of quality costs, involvement of non-production operations, failure
mode and effects analysis, SPC.

- TQM: Policy deployment, involve supplier & customers, involve all operations, process
management, performance measurement, teamwork, employee involvement.

3. Formulate the main objectives of ISO 9000 Standards

- Achieve, maintain, and improve product quality.

- Improve quality of operations to continually meet customers´ and stakeholders´ needs.

- Provide confidence to management, employees, customers and stakeholders that quality

requirements are fulfilled.

4. Write the most important characteristics of the 2nd industrial revolution.

The Second Industrial Revolution, which took place in the 19th and 20th centuries, was charac-
terized by major changes in production and technology. Innovations such as the steam engine
and electricity occurred, which drove industrialization.

This led to rapid economic growth, urbanization (migration to urban areas), improvements in
transportation and communications, development of machines for mass production, and the
expansion of global markets. There were also changes in labor relations, with new forms of work
organization. The middle class emerged and, together, these elements profoundly transformed
the society and economy of the time.
5. List the dominating elements of the quality philosophy of Ishikawa

Quality circles, cause-effect diagram, company-wide quality control.

6. Give at least two examples of risk management tools

- SWOT: strengths, weakness, opportunities, threats.

- Risk matrix visually represents the probabilities and impact of risks on a table color-coded to
indicate different risk levels. This tool helps prioritize risk based on their severity.

7.What are the following families of standards dealing with:

ISO 9001: Focuses on Quality Management Systems (QMS), ensuring that organizations meet
customer and stakeholder needs while complying with statutory and regulatory requirements.

ISO 14000: Addresses Environmental Management, offering a framework for effective environ-
mental responsibility management. ISO 14001 is a key standard within this family, specifying
requirements for an Environmental Management System (EMS).

ISO 22000: Relates to Food Safety Management Systems, providing requirements for organiza-
tions to establish, implement, and maintain systems that ensure the safety of food products
throughout the entire food chain.

8. Characterize shortly system approach to management.

- A systemic approach to management views an or-

ganization as an interconnected set of elements that
work together to achieve common goals. It empha-
sizes holistic understanding, considering how indi-
vidual components interact and contribute to over-
all efficiency and effectiveness. This approach en-
courages a dynamic perspective, enabling system-
atic analysis, and continuous improvement of pro-
cesses and organizational performance.

- La otra sería la foto.

9. What is EFQM model?

EFQM, a not-for-profit membership foundation, is the creation of the EFQM Excellence Model,
manages the European Quality Awards, and is a resource to European organizations on business
and continuous improvement disciplines, tools and techniques.

The EFQM model is used to know “how good our organization actually is” and it gives the organ-
ization a common goal and objective.
10. Give the example of possible application of Ishikawa diagram.