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SCM Exam 3 > Chapter 5: Quality > Flashcards

Chapter 5: Quality Flashcards

1
Q

The characteristics of a product or service that bear on its ability to satisfy stated or implied needs. A product or service that is free of deficiencies

A

Quality

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2
Q

A quality perspective that holds that quality must be judged, in part, by how well the characteristics of a particular product or service align with the needs of a specific user

A

Value perspective

Fast food va five star restaurant

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3
Q

A quality perspective that focuses on whether or not a product was made or a service was performed as intended; did we get a good product and is it working how it should

A

Conformance perspective

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4
Q

What are the basic operating characteristics of the product or service?; primary product or service characteristics. Refers to…

A

Performance

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5
Q

What extra characteristics does the product or service have, beyond the basic performance operating characteristics?; added touches, bells and whistles, secondary characteristics. Refers to

A

Features

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6
Q

How long can a product go between failures or the need for maintenance?; consistency, time between failures. Refers to…

A

Reliability

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7
Q

What is the useful life for a product? How will the product hold up under extended or extreme use? Refers to

A

Durability

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8
Q

Was the product made or service performed to specifications? Refers to

A

Conformance

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9
Q

How well does the product or service appeal to the senses?; sensory characteristics. Refers to

A

Aesthetics

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10
Q

How easy is it to repair, maintain, or support the product or service? Refers to

A

Serviceability

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11
Q

What is the reputation or image of the product or service?; past performance and reputation. Refers to..

A

Perceived quality

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12
Q

Costs caused by defects that occur prior to delivery to the customer, including money spent on repairing or reworking defective products, as well as time wasted on these activities; found it before you shipped it to customer

A

Internal failure costs

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13
Q

Costs incurred by defects that are not detected until a product or service reaches the customer; customer invokes warranty

A

External failure costs

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14
Q

Costs a company incurs for assessing its quality levels; random sample to see if product meets specifications

A

Appraisal costs

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15
Q

The costs an organization incurs to actually prevent defects from occurring to begin with

A

Prevention costs

Ex/ children toys only go together one way

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16
Q

A curve that suggests that there is some optimal quality level, Q*. The curve is calculated by adding costs of internal and external failures, prevention costs, and appraisal costs

A

Total cost of quality curve

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17
Q

A managerial approach in which an entire organization is managed so that it excels in all quality dimensions that are important to customers

A

Total quality management (TQM)

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18
Q

A principle of TQM that assumes there will always be room for improvement, no matter how well an organization is doing

A

Continuous improvement

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19
Q

Giving employees the responsibility, authority, training, and tools necessary to manage quality; no punishment for doing something that benefits the product

A

Employee empowerment

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20
Q

The specific actions firms take to ensure that their products, services and processes meet the quality requirements of their customers

A

Quality assurance

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21
Q

A technique used to translate customer requirements into technical requirements for each stage of product development and production

A

Quality function deployment (QFD)

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22
Q

The application of statistical techniques to quality control

A

Statistical quality control (SQC)

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23
Q

An organizational plan that provides the vision, guidance, and measurements to drive the quality effort forward and shift the organization’s course when necessary

A

Strategic quality plan

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24
Q

A mathematical determination of the capability of a process to meet certain quality standards.

A

Process Capability Ratio

A Cp (greater than or equal) to 1 means the process is capable of meeting the standard being measured

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25
Q

The highest acceptable value for some measure of interest

A

Upper tolerance limit (UTL)

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26
Q

The lowest acceptable value for some measure of interest

A

Lower tolerance limit (LTL)

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27
Q

A mathematical determination of the capability of a process to meet certain tolerance limits

A

Process capability index (Cpk)

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28
Q

A level of quality that indicates that a process is well controlled. The term is usually associated with Motorola, which named one of its key operational initiatives this..

A

Six Sigma Quality

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29
Q

A specialized run chart that helps an organization track changes in key measures over time (ex/ day to day)

A

Control chart

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30
Q

A variable that can be measured along a continuous scale, such as weight, length, height, and temperature

A

Continuous variable

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31
Q

A characteristic of an outcome or item that is accounted for by its presence or absence, such as “defective” versus “good” or “late” versus “on-time” or yes vs no

A

Attribute

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32
Q

A key measure that represents the central tendency of a group of samples used in conjunction with range (R)

A

Sample average (x bar)

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33
Q

A key measure that represents the variation of a specific sample group, used in conjunction with sample average (x bar)

A

Range (R)

34
Q

A measure that refers to the presence or absence of a particular characteristic

A

Proportion

35
Q

The upper and lower limits of a control chart. They are calculated so that if a sample falls inside them, the process is considered in control.

A

Control limits

36
Q

A specific type of control chart for a continuous variable that is used to track the average value for future samples

A

X bar chart

37
Q

A specific type of control chart for a continuous variable that is used to track how much the individual observations within each sample vary

A

R chart

38
Q

A specific type of control chart for attributes that is used to track sample proportions

A

P chart

39
Q

According to APICS, the process of sampling a portion of goods for inspection rather than examining the entire lot

A

Acceptance sampling

40
Q

A term used in acceptance sampling to indicate a cut off value that represents the maximum defect level at which a consumer would always accept a lot; if supplier sends you 1000 products, sample 100, if 90% good accept and if lower than that reject…

A

Acceptable quality level (AQL)

41
Q

A term used in acceptance sampling to indicate the highest defect level a consumer is willing to “tolerate”

A

Lot tolerance percent defective (LTPD)

42
Q

A term used in acceptance sampling to indicate the probability of accepting a lot with quality worse than the LTPD level

A

Consumer’s risk (Beta)

43
Q

A term used in acceptance sampling to indicate the probability of rejecting a lot with quality better than the AQL level

A

Producer’s risk (alpha)

44
Q

A curve used in acceptance sampling to show the probability of accepting a lot, given the actual fraction defective in the entire lot and the sampling plan being used. Different sampling plans will result in different one of this curve

A

Operating characteristics curve (OC)

45
Q

A family of standards, supported by the International Organization for Standardization, representing an international consensus on good quality management practices. This addresses business processes rather than specific outcomes

A

ISO 9000

46
Q

8 dimensions of quality

A 
Performance 
Features 
Reliability 
Durability 
Conformance 
Aesthetics 
Serviceability 
Perceived quality
47
Q

4 costs of quality

A

Prevention costs
Appraisal costs
Internal failure costs
External costs

48
Q

Two views of the total cost of quality

A

Traditional view

Zero defects view

49
Q

Refers to the ideal level of defects that will minimize overall cost

A

Traditional view

50
Q

Refers to having defects equal to zero to minimize overall cost

A

Zero defects view

51
Q

7 things under total quality management

A 
Customer focus 
Leadership involvement 
Continuous improvement 
Employee empowerment 
Quality assurance 
Supplier partnerships 
Strategic quality plan
52
Q

Refers to the need for suppliers because you can’t do it alone

A

Supplier partnerships

53
Q

The plan on what you want to achieve with quality

A

Strategic quality plan

54
Q

4 statistical quality control techniques

A

Process capability
Six Sigma Quality
Control Charts
Acceptance Sampling

55
Q

A Cp greater than or equal to one means the process is

A

Capable of meeting these tolerance limits 99.7% of the time

56
Q

A Cp less than one meant that the process is

A

Not capable of meeting these tolerance limits 99.7% of the time

57
Q

In order to use regular Cp formula, the mean is assumed to be

A

In the center

58
Q

You will use this when the process mean is not exactly centered on the target value

A

Cpk

59
Q

With six sigma quality the idea is to reduce the variability of a process to such a point that the process capability ratio is

A

Greater than or equal to 2

60
Q

Preset standards with supplier

A

Sampling

61
Q

Charts used for a continuous variable

A

X bar and R chart

62
Q

Charts used for attribute; think of it as a proportion

A

P chart

63
Q

Chart displaying an average of samples

A

X bar chart

64
Q

Chart displaying a range of samples

A

R chart

65
Q

R bar is equal to

A

The sum of all the ranges divided by the number of samples used

66
Q

X bar bar is equal to

A

The sum of all the averages of each sample divided by the number of samples used

67
Q

Formula for the UCL and LCL of the x bar chart

A 
UCL= X bar bar + A2(R bar) 
LCL = X bar bar - A2 (R bar)
68
Q

Formula for the UCL and LCL of the R chart

A 
UCL= D4( R bar) 
LCL = D3 (R bar)
69
Q

P bar equals

A

Sum of all p values divided by the number of samples used

70
Q

Formula for the UCL and LCL of the p chart

A 
UCL = p bar + 3(Sp) 
LCL = p bar - 3(Sp)
71
Q

P equals

A

defective (that don’t meet standards) divided by total sample

72
Q

5 dimensions of service quality

A 
Reliability 
Responsiveness 
Assurance 
Empathy 
Tangibles
73
Q

Perform promised service dependably and accurately (mail carrier vs the cable guy)

A

Reliability

74
Q

Willingness to help customers promptly (motor vehicle license office)

A

Responsiveness

75
Q

Ability to convey trust and confidence (physician/dentist/police)

A

Assurance

76
Q

Ability to be approachable (minister v government official)

A

Empathy

77
Q

Physical facilities and facilitating goods (Walmart v target)

A

Tangibles

78
Q

Satisfaction equals

A

Perceived quality - expected quality

79
Q

What analysis is used to analyze service quality

A

Gap analysis

80
Q

If perceived quality is greater than expected quality, according to gap analysis

A

Expectations exceeded

81
Q

If perceived quality equals expected quality, according to gap analysis

A

Expectations met

82
Q

If perceived quality is less that expected quality

A

Expectations not met

SCM Exam 3 (3 decks)

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