Quality Control & Process Improvement Flashcards

In fleet quality control, a 'comeback' rate measures:

Answer: The percentage of vehicles returned for the same unresolved issue after repair

Comeback rate tracks repeat repairs, directly reflecting technician quality and first-time fix effectiveness.

Which quality control document provides a step-by-step procedure ensuring technicians perform maintenance tasks consistently?

Answer: Standard Operating Procedure (SOP)

Standard Operating Procedures define the exact steps for each task, reducing variability and ensuring consistent quality outcomes.

When conducting a fleet maintenance audit, which element is MOST critical for evaluating quality system effectiveness?

Answer: Evidence that nonconformances trigger corrective actions

An effective quality system must demonstrate a closed-loop process where identified problems are tracked to resolution.

A fleet organization implements a suggestion program where technicians submit process improvement ideas. This practice is BEST described as:

Answer: Kaizen (continuous improvement culture)

Kaizen emphasizes small, continuous improvements driven by frontline employees who identify daily operational inefficiencies.

Which of the following is an example of a leading quality indicator in fleet management?

Answer: Percentage of PM services completed on schedule

PM compliance rate is a leading indicator because it predicts future failures before they occur, unlike lagging indicators that record past events.

In Six Sigma methodology, what does a process operating at '3 sigma' level produce approximately?

Answer: 66,807 defects per million opportunities

A 3-sigma process yields approximately 66,807 defects per million opportunities; Six Sigma targets 3.4 DPMO.

A fishbone (Ishikawa) diagram in fleet maintenance quality analysis organizes potential causes into categories. Which set represents the standard 'bones'?

Answer: Man, Machine, Method, Material, Measurement, Environment

The classic Ishikawa fishbone uses the 6M categories to systematically explore all potential contributors to a defect.