Chap 9 Flashcards
Quality
The ability of a good or service to consistently meet customer’s expectation
Quality control
Originated with the industrial revolution. It involves monitoring, testing, and correcting quality pb after they occur.
Quality Assurance
Providing assurance that product’s quality will be good by preventing defects before they occur.
Continuous Improvement
Never ending improvement to key processes as part of Total Quality Managment
7 Dimentions of quality for a good
what are the 7 quality dimentions of a srevice
3 determinants of quality
- Product design
- Process design
- Production
4 Cost of quality
- Internal Failure
- External Failure
- Apraisal Cost
- Prevention Cost
4 Quality Gurus
- Edward Deming
- Joseph Juran
- Armand Feignbaum
- Philip Crosby
Edward Deming
14 Points
Statistical Process Control
Joseph Juran
- Quality: Fitness as Use
- Trilogy: Quality planning, Quality control, Quality Imprvement
- Continuous Improvement
- Cost of quality
Armand Feignbaum
quality as a total field and not just tools and techniques
- quality at the source (every employee is responsable for inspecting his or her own work)
Philip Crosby
- Zero defect ( the philosophie that any level of deffect is too high)
- Quality is free
ISO 9001
International standard for quality management system. It is essential for international businesses
ISO in 5 Points
- Quality Managment System
- Managment Responsability
- Resource Managment
- Product realization
- Measurement, Analysis, Improvement
what is the Hazard Analysis Critical Control Point (HACCP)
A quality Management system similar to ISO 9001 designd for food processors
3 Steps in HACCP
- Performance Hazard Analysis
- Determine the Critical Control Point
Establish the HACCP plan
Canada award for excellence
( 6 main criteria)
- leadership and governance
- Planning and environmental sustainability
- customer/ Citizen/ Client Focus
- Peaple focus and healthy workplace
- Process Managment
- Supplier / Partner Focus
Canada Award For Excellance
( 4 Levels of quality Managment )
- Fondation
- Transformation
- Role Model
- World class
Quality Managment
Involving everyone in a continual effort to improve quality and satisfy the customer
5 Steps of TQM
- Find out what the customer wants
- Design a product that meets or exceds customers wants
- Design Process that facilitate quality at the source
- Keep track of results ( TQM is data driven)
- extend these concepts to suppliers and partners
Plan Do Study Act cycle
The problem solving and quality improvemnt methodology used in the continuous improvement
6 Sigma
A sofisticated statistical approch to pb solving that allow a maximum of 3.4 deffect per million
5 Steps of 6 sigma
7 Basic Quality tools
- Process flow diagram
- Check Sheet
- Histogram
- Pareto Chart
- Scatter Diagram
- Control Chart
- Cause effect Diagram
Process Flow Diagram
Check Sheet
Histogram
Pareto Chart
Scatter Diagram
Control Chart
Cause & Effect Diagram
What are the 5 methodes for generating ideas
