Chapter 6 Flashcards
What is the ASQ definition of quality?
the totality of features and characteristics of a product or service that bears on its ability to satisfy stated or implied needs
What is user based quality?
better performance and more features
What is manufacturing based quality?
making it right (within spec) the first time
What is product based quality?
quality is a precise and measurable variable
What are some benefits of good quality?
Company reputation, reduced product liability, global competition
A set of quality standards set by the international organization for standardization
ISO9000
What are the four costs of quality?
Prevention Costs
Appraisal Costs
Internal Failure Costs
External Failure Costs
The cost of doing things wrong
Cost of Quality
The cost of doing things wrong
Cost of Quality
Costs assoicated with reducing the potential for defective parts or services (training)
prevention costs
costs related to evaluating products, processes, parts, and services (testing, inspection)
Appraisal Costs
Costs that result from production of defective parts or services before delivery to the customer
Internal failure Costs
costs that occur after delivery of defective parts or services (liabilities, lost goodwill, recalls
External Failure Costs
Management of an entire organization so that it excels in all aspects of products and services that are important to the customer
Total Quality Management
Management of an entire organization so that it excels in all aspects of products and services that are important to the customer
Total Quality Management
What are seven concepts for an effective TQM program?
- Continuous Improvement
- Six Sigma
- Employee Empowerment
- Benchmarking
- JIT
- Taguchi concepts
- Knowldge of TQM tools
A continuous improvement model of plan, do, check, act
PCDA
What is the Japanese term for continuous improvement?/
Kaizen
Enlarging employee jobsso that the added responsibility and authority is moved o the lowest level possible in the organization
employee empowerment
A group of employees meeting regularly with a facilitator to solve work-related problems in their work area
quality circle
Selecting a demonstrated standard of performance that represents the very best performance for a process or an activity
benchmarking
What are the five steps of the benchmarking process
- Determine what to benchmark
- Form a benchmark team
- Identify benchmarking partners
- Collect and analyze benchmarking info
- Take action to match or exceed the benchmark
What are the five steps of the benchmarking process
- Determine what to benchmark
- Form a benchmark team
- Identify benchmarking partners
- Collect and analyze benchmarking info
- Take action to match or exceed the benchmark
What are three concepts given by Taguchi for TQM
quality robust, quality loss function, target-oriented quality
Products that are consistently built to meet customer needs in spite of adverse conditions in the production process?
Quality Robust products
A mathematic function that identifies all costs connected with poor quality and shows how these costs as product quality moves from what the customers want
quality loss function
A philosophy continuous improvement to bring a product on raget
target-oriented quality
What are the seven TQM tools?
- Checksheet
- Scatter Diagram
- Cause-and-Effect diagram (Fishbone)
- Pareto Chart
- Flowchart
- Histogram
- Statistic Process Control Chart
A schematic technique used to discover possible locations of quality problems
Cause-and-effect diagram
A graphic way of clasifying problems by their level of importance, often referred to as a 80-20 rule
Pareto Charts
Block diagrams that graphically describe a process or system
Flowcharts
A process used to monitor standards, mark measurements, and take corrective action as a product or service is being produced
Statistical Process Control
A means of ensuring that an operation is producing at the quality level expected
inspection
Controlling or monitoring at the point of production or purchase
source inspection
What is a foolproof device or technique that ensures the production of a good unit every time
poka-yoke
A type of poka-yoke that lsits the steps needed to ensure consistency and completeness in a task
checklist
the ability to meet design specifications
process capability
