Quality Control & Process Improvement Flashcards

A TMC reports that 12% of air tickets issued contain errors. Using the defects-per-million-opportunities (DPMO) metric, what Six Sigma level is this closest to?

Answer: Three Sigma (66,807 DPMO)

12% errors equals 120,000 DPMO, which falls between Two and Three Sigma but closest to the Three Sigma threshold of 66,807 DPMO.

In travel program benchmarking, what is 'best-in-class' comparison primarily used for?

Answer: Identifying performance gaps by comparing against top-performing peer organizations

Best-in-class benchmarking compares an organization's KPIs against industry leaders to reveal improvement opportunities.

A process map of the group booking workflow reveals a step where a coordinator manually re-enters client data already captured in the CRM. This is an example of which type of waste?

Answer: Duplication (rework)

Manually re-entering data already in the system is a duplication/rework waste because the same information is being processed twice.

Which statistical concept describes the natural variability inherent in any travel booking process, even when it is functioning correctly?

Answer: Common cause variation

Common cause variation is the random, inherent fluctuation in a stable process that does not signal a specific problem.

A global travel program sets a KPI that 95% of travelers must complete a post-trip satisfaction survey. After six months, completion is at 61%. What is the most effective corrective step?

Answer: Analyze barriers to completion and redesign the survey trigger and delivery method

Investigating why travelers skip the survey and improving the delivery mechanism addresses the root cause rather than just adjusting the target.

In ISO 9001 terms, what does 'documented information' replace compared to earlier versions of the standard?

Answer: The terms 'documents' and 'records' used in older versions

ISO 9001:2015 consolidated the separate terms 'documents' and 'records' into the single unified term 'documented information.'

A travel program manager wants to prioritize which complaint categories to address first. Which tool ranks issues by frequency to focus improvement efforts on the most impactful problems?

Answer: Pareto chart

A Pareto chart ranks complaint categories from most to least frequent, applying the 80/20 rule to focus resources on the vital few causes.