ch. 6 (not on this test) Flashcards
what is quality?
- “Quality is the degree to which a product conforms to a design or specification”
- “Quality is the degree of excellence at an acceptable price and the control of variability at an acceptable cost”
- “Quality is how well a product fits patterns of customer preferences”
- “Quality is fitness for use”
- “Quality has many dimensions”
customer
Anyone (person or entity) who is affected by the service, product or process.
External customers
ultimate users of the product or service, current or potential, and intermediate processors (retailers, distributors, etc.)
internal customers
persons departments or divisions within the organization involved directly in making the product or service
quality dimensions for products? (8)
- performance
- features
- reliability
- durability
- serviceability
6 conformance - aesthetics
8 perception
quality dimensions for services? (9)
- Timeliness
- Completeness
- Courtesy
- Consistency
- Accessibility
- Accuracy
- Responsiveness
- Convenience
- Communication
Why is quality important?
- Production Costs
- Loss of Productivity
- Product Liability
- Company’s Reputation
- Loss of Market Share
- The Bottom Line:
- Profitability and Matter of Survival
costs of quality?
- failure cost
- prevention costs
- appraisal costs
Failure costs: definition and ex.
- internal costs: during production and before delivery (scrap, rework, retest)
- External costs: after delivery (returns, warranty work, replacements, loss of goodwill and sales, product liability)
prevention costs
- Quality planning
- Quality implementation
- Product design
- Process design
- Training & Education
- Preventive maintenance
appraisal costs
- Measuring & Testing Products
- Receiving & Inspection 3. Data Analysis
- Testing Equipment, etc
Total quality management (TQM)
A set of management principles (strategic choices) encompassing all activities and processes at all levels of an organization that focus on achieving higher customer satisfaction through continuous improvement.
(TQA, TQA)
Total quality management principles
1.Customer focus
2.Excellence in product design
3.Excellence in process design
4.Statistical Quality Control (SQC) methods
5.Quality is everybody’s job
6.Employee training/education
7.Employee empowerment
8Competitive benchmarking
9. Suppliers’ involvement
10. Do-it-right-first time
11. Quality at the source
12.Top management support and 13. leadership
14. Goal-setting by top management
15. Team approach (quality circle)
16. Record, analyze, evaluate results
17. Systematic and continuous improvement
18. Restructure reward system
6
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