Block 1 - lecture 1/2 Flashcards
1
Q
Quality?
A
- degree of excellence
- fitness for purpose
2
Q
who defines quality?
A
the customer
3
Q
why should customers be asked regularly?
A
they change their mind
4
Q
Kano model?
A
satisfaction over achievement chart
- 3 lines (excitement, performance, basic)
- features move down with time
5
Q
The Deming “chain reaction”?
A
quality → less rework → lower costs → market share → stay in business → provise jobs
6
Q
types of customers?
A
internal and external
7
Q
Quality circle steps?
A
- identify problems
- select problem
- analyse problem
- find solutions
- choose solution
- plan solution
- present solution
- implement solution
8
Q
advantages of quality circles?
A
- productivity
- quality
- morale
- dialogue between colleagues
- personal development
9
Q
disadvantages of quality circles?
A
- not enough training
- lack of purpose
- not voluntary
- lack of management interest
10
Q
Why quality circles fail?
A
- lack of training
- lack of autonomy
- lack of influence
11
Q
Quality improvement teams?
A
team set up by management to solve a specific problem
12
Q
benefits of quality improvement teams?
A
- inter-departmental communication
- solution suits all areas
- focus on problem solving
13
Q
disadvantages of Inspection?
A
- too late
- 100% is time consuming
- expensive scrap & rework
14
Q
alternative to 100% inspection?
A
Statistical Process Control
15
Q
Deming’s 14 points?
A
- Purpose
- New philosophy
- No mass inspection
- Not cheapest tender
- Continuous Improvement
- Training on the job
- Leadership
- No fear
- No barriers
- No slogans
- No numerical targets
- Pride of workmanship
- Education programme
- Action to transform
16
Q
5 deadly diseases?
A
- changing purpose
- short-term profits
- performance review
- management mobility
- only visible figures
17
Q
Obstacles to transformation?
A
- no long term planning
- no relevant examples
- reliance on quality departments
- blaming the workforce
- inspection
- false starts
