Chapter 4 Flashcards
The determinants of quality
Design
How well the product or service conforms to to the design
Ease of you
Service after delivery
Quality of design
Intention of designers to include or exclude features in a product or service
Quality of conformance
The degree to which goods or services conform to the intent of the designers
Responsible for quality
Top management
Design
Procurement
Production/ operations
Quality assurance
Packaging and shipping
Marketing and sales
Customer service
Consequences of poor quality
Loss of business
Liability
Productivity
Costs
Cost of quality
Appraisal cost
Prevention cost
Internal failure cost
External failure costs
Where to inspect in the process
Raw materials
Finished products
Before a costly operations
Before an irreversible process
Before a covering process
Types of variations
Random variation ( natural)
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Assignable variation
Cause can be identified
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The control process
Define
Measure
Compare
Evaluate
Correct
Monitor results
