6: Quality

Question 1

Improve Quality through:

1. Sales gain
2. Reduced costs

Defining Quality: totality of features and characteristics of a product/service that beats on its ability to satisfy needs.

Answer 1

Operations perspective:

1. Correct and value adding components
2. Appropriate features and attributes
3. Conformance of product to standard
4. Meets design specifications and performs

Question 2

Customer perspective:

1. Durability
2. Performance
3. Customer expectations
4. Aesthetic appeal

Answer 2

Balanced scorecard:

Strategic outcomes:

1. Financial perspective
2. Customer perspective
3. Internal perspective
4. Learning and growth perspective

Question 3

Why do the Balanced Scorecard?

1. Achieve strategic objectives
2. Quality with fewer resources
3. Eliminate non-value-added efforts
4. Track progress
5. Evaluate process changes
6. Continually improve
7. Increase accountability

Answer 3

Different views on Quality:

1. User-based
2. Manufacturing-based
3. Product-based
4. Transcendent
5. Value-based

Question 4

Kano model:

1. Basic Quality
2. Performance Quality
3. Excitement Quality

Answer 4

Key Elements:

1. Identify Voice of Customer
2. Translate VoC into Critical to Quality Characteristics
3. CTQ’s into 3 Episodes : dissatisfier, satisfier and delighter
4. Evaluate current performance

Question 5

Quality Implications:

1. Reputation
2. Product liability
3. Global

Answer 5

Costs:

1. Prevention
2. Appraisal
3. Internal failure
4. External costs

Question 6

Inspection

Where and when?

1. Suppliers plant
2. Your facility on receipt of goods
3. Before costly irreversible processes
4. During step-by-step production
5. Production or service complete
6. Before delivery
7. At point of customer contact

Answer 6

Problems with inspection:

1. Worker fatigue
2. Measurement error
3. Process variability
4. Cannot inspect quality into a product
5. Robust design, empowered employees