13- Quality management

Question 1

What are Quality management (QM) characteristics?

Answer 1

QM focuses on the ability to produce & deliver the products that the market require. It must be consistent with customer’s expectations

Question 2

What does TQM consist in?

Answer 2

TQM (Total Quality Management) is an approach that focuses on applying QM to all parts of the organization

Question 3

Explain types of perceived quality

Answer 3

Perceived quality is determined by the gap between customer’s expectations and their perceptions on the product.
Types:
-poor perceived quality: expectation>perception
-acceptable perceived quality: expectations=perception
-high perceived quality: expectations><perception

Question 4

What can explain poor perceived quality?

Answer 4

4 gaps:
-Gap 1-Customer specification vs operations specification gap: specification vs. what customer expects from specification
-Gap 2-Concept specification gap: service concept vs. specified quality by the org.
-Gap 3-Quality specification-actual quality gap:due to innaproproate specification or poor training.
-Gap 4-Actual quality-communicated image gap: not providing expected level of quality or settlement of unachievable expectations.

Question 5

Explain quality characteristics

Answer 5

It is the consequences of the design perceived by customers.
-functionality: how well the product does its job
-appearance: sensory characteristics
-reliability: consistency of the product over time
-durability: total useful life assuming occasional repair.
-recovery: ease of repairing the product
-contact: nature of person-to-person contact that might take place

Question 6

Explain the cost-quality approach

Answer 6

we can express all quality related problems in terms of cost.
Types of cost:
-Prevention costs: costs to prevent errors from occuring in the first place
-Appraisal costs: costs related to quality checking & seeing if problems have occured
-Internal failure costs: costs related to dealing w/ errors within the operation (scrapped parts, lost production time…)
-External failure costs: costs due to errors being faced by customers (litigations, warraties, loss of future customers)

-By increasing prevention costs we can decrease total costs!! (proactive approach)

GRAPHIC!

Question 7

Types of errors when controlling by sampling

Answer 7

Controlling everything is not feasible, we must sample.
-Type I error: make decision when it was not necessary.
-Type II error: not making decisions when necessary

Question 8

What is SPC about?

Answer 8

SPC (statistical Proces Controlling) is the most common way to control.
purpose: increase performance + improe quality by reducing variations of performance from its targeted level.
It applies statistical techniques, like control charts (investigate for trends+variations in performance).
It gives the potential to enhance process performance

Question 9

How can we make quality initiatives lead to actual improvement? - Quality systems

Answer 9

-ISO 9000: framework for quality assurance.

-EFMQ excellence model

Question 10

Explain teh ISO 9000 principles

Answer 10

1. QM should be customer focused and improvements must be documented.
2. Quality performance should be measured and relate to products themselves.
3. QM has to be improvement driven.
4. Top management must commit to maintain & continually improve management systems