5 - Quality Management

Question 1

What are the 4 components of quality

Answer 1

1. Excellence (Product based)
2. Conformance to specifications (Manufacturing based)
3. Fitness for use (Customer Based)
4. Value for price

Question 2

What are some dimensions of quality (8)

Answer 2

Performance.
Features.
Reliability.
Durability.
Safety.
Response: courtesy, professionalism.
Aesthetics: sensory characteristics (look, taste, etc.).
Reputation.

Question 3

Which costs affect the prevention cost curve?

Answer 3

Prevention costs
Appraisal costs

Question 4

Which costs are associated with the failure curve?

Answer 4

Internal and external costs

Question 5

What are prevention costs?

Answer 5

Costs associated with the prevention of non-conformities, such as the
design of new equipment, training and education, and data analysis

Question 6

What are appraisal costs?

Answer 6

Costs of inspection of incoming material, during manufacturing, in lab
tests, and by external inspectors.

Question 7

What are internal costs?

Answer 7

Costs associated with failures detected
before being
on the market.

Question 8

What are external costs?

Answer 8

Costs associated with failures
detected by the consumer,
such as warranty claims, repairs, and service costs.

Question 9

What are the 3 types of products?

Answer 9

1. It either works or does not work
   e.g., electronic component, computer chip
2. Quality is now a continuous variable.
   e.g., potato chip
3. It is also subject to daily wear and tear. The lifetime is a continuous variable that is subject to outside (exogenous) factors. e.g., Tire

Question 10

What are the 3 quality management tools?

Answer 10

1. Continuous improvement (six sigma)
2. Employee empowerment
3. Benchmarking

Question 11

What is the main goal of six sigma?

Answer 11

To reduce the number of defects in
manufacturing processes by reducing process variability

Question 12

Quality comes from ______ in manufacturing
If we _____ ______, we will ______ _____

Answer 12

variations

reduce variation, improve quality

Question 13

What is the difference between Defects per Unit vs Defects per Opportunity?

Answer 13

Defects per Opportunity allow to form a metric comparable across products

Question 14

What is employee empowerment?

Answer 14

Getting employees involved in product and process
improvements

Question 15

What are some techniques (4) to help with employee empowerment?

Answer 15

1. Support workers
2. Let workers make important decisions
3. Build teams and quality circles
4. Use suggestion boxes

Question 16

Other than the fishbone diagrams, what are 2 TQM tools?

Answer 16

1. Pareto charts
2. Statistical Process Charts (SPC)