問13
頻出度★★☆
JIS Q 9000 では，品質とは“本来備わっている特性の集まりが，要求事項を満たす程度”と定義されている。この定義に基づいて評価したとき，品質の良い製品として，最も適切なものはどれか。
平成22年度 秋期 ITパスポート試験 問13
ストラテジ系法務 › 標準化関連
This question's explanation and your answers so far.
解説
問 13
- ア
正解 JIS Q 9000 (Quality management systems — Fundamentals and vocabulary) defines quality as “the degree to which a set of inherent characteristics fulfills requirements.” In other words, whether quality is good or bad is measured not by conditions on the producer's side such as materials or equipment, but by the result of how far the requirements have been fulfilled. The requirements here center on the customer's stated and implied needs; when those needs are met, defects and expressions of dissatisfaction (complaints) decrease and customer satisfaction rises. Therefore, “a product with few complaints and high customer satisfaction” is itself an indicator that the degree to which requirements are fulfilled is high, and when evaluated by this definition it is the most appropriate example of a product with good quality.
Incorrectイ
Whether a product is made in-house or outsourced is a matter of the production form (where it is made) and has nothing to do with whether the product fulfills requirements. In-house production can still yield products that do not meet requirements, and outsourced production can yield high-quality products. This option does not evaluate the “inherent characteristics” referred to in the definition.
Incorrectウ
Introducing CAD/CAM is a means for improving the efficiency and precision of design and manufacturing; it is not a measure of quality itself. Even where it has been introduced, a product that does not fulfill requirements cannot be called good quality, and conversely a product without it is of good quality if it fulfills requirements. This option confuses a means with the result.
Incorrectエ
High-quality materials or parts are merely input conditions for building quality in; they are no guarantee that the finished product fulfills requirements. If there is a problem in the design or the assembly, the product may fail to meet requirements even though good materials are used. There can also be cases of over-quality where the cost does not match the requirements.
ここがポイント
- In JIS Q 9000, quality is defined as “the degree to which a set of inherent characteristics fulfills requirements.” Quality is not absolute high grade; it is measured on the relative scale of how far requirements are fulfilled.
- Quality is evaluated not by the producer's means and conditions (production form, CAD/CAM adoption, quality of materials) but by the result of the customer's requirements being fulfilled (few complaints, high customer satisfaction).
用語