Ch. 5

Question 1

Define quality, quality control and quality assurance.

Answer 1

Quality: Is the ability of a product or service to consistently meet or exceed customer expectations.

Control: is monitoring, testing, and correcting quality problems after they occur.

Assurance: is providing confidence in a products quality by preventing defects before they occur.

Question 2

What are 5 common characteristics of quality?

Answer 2

-Conformance to specifications
(How well a product or service meets targets and tolerances defined by its designer.)
-Fitness for use 
(Evaluates performance for intended use.
-Value for price paid
(Evaluation of usefulness vs. price paid.)
-Support services
(Quality of support after the sale.)
-Psychological
(Ambiance, prestige, friendly staff.)

Question 3

What are criterias of quality in manufacturing compared to services?

Answer 3

Manu.

• conformance
• performance
• features
• reliability
• durability
• serviceability

Service

• consistency
• responsiveness
• friendliness, courtesy
• atmosphere
• promptness

Question 4

How do you build quality?

Answer 4

• product design
• process design
• production, manufacturability

Question 5

What are the 2 streams of quality costs?

Answer 5

• Quality control costs

- Quality failure costs

Question 6

What are the types of costs in the quality control & quality failure costs?

Answer 6

Quality control:

• Prevention costs (quality training, creating standard operational procedures)
• Appraisal costs (inspection & training) (measuring & monitoring quality

Quality failure:

• internal failure costs (fixing problems during production)
• external failure costs (fixing problems after delivery to customer)
• *The earlier defects are found, the less costly they are to correct.
• There are fewer opportunities to correct defect in service than there are in manufacturing

Question 7

What was the old concept of TQM and what is the new concept of TQM?

Answer 7

Old: inspect quality after production

New: build & inspect quality during the process

Question 8

What is the philosophy of TQM?

Answer 8

Goal: identify & meet customer needs

Philosophy: never-ending improvement

Employee are expected to identify problems and correct

Ongoing training of the quality tools

Question 9

What are the 7 tools of quality control?

Answer 9

1. Cause-and-Effect Diagrams - “fishbone”
2. Flowcharts
3. Checklists
4. Control Charts
5. Scatter Diagrams
6. Pareto Analysis (highest to lowest)
7. Histograms

Question 10

Why do TQM efforts fail?

Answer 10

• lack of top management support
• lack of genuine culture
• Over or under reliance on statistical process control methods.

Question 11

What are the links between TQM & OM?

Answer 11

• Competitive priorities.
• Product design and process selection.
• Cost reduction, process optimization.
• Supply chain management: i.e. sourcing, disruptions. Partner with suppliers